Shows
Women in Customer Success Podcast[WiCS PowerUp Masterclass S2:E2] AI as Your CS Co-Pilot: How CS Teams Are Driving Real ImpactText us your questions and thoughts!Welcome to another Women in Customer Success limited edition episode, where we bring you an exclusive PowerUp Masterclass in partnership with our friends at Gainsight. In today’s conversation, we tackle AI's biggest myths, explore practical use cases, and discuss how leading CS teams are already leveraging AI to mitigate risk, personalize at scale, and drive revenue growth.You’ll hear lots of practical examples of the daily use of AI in customer success. Buckle up and tune in.FeaturingEduardo Amorim, VP of C...
2025-06-0246 min
Women in Customer Success PodcastWomen in Customer Success Season 5 Coming Soon! [Trailer]Text us your questions and thoughts!NEW! NEW! NEW!We’re kicking off Season 5 of the Women in Customer Success Podcast!That means:- Elevating the voices of more remarkable women in CS- More inspiring conversations, unique career stories and actionable tips- And a brand new spin we’re bringing to our show this seasonHear from WiCS Founder & Host, Marija Skobe-Pilley, and discover what's new. In case you're new here, welcome to the Women in Customer Success Podcast. Come join us, be part...
2025-05-2902 min
Women in Customer Success PodcastBerlin Live: An inspiring Evening with Cara Benecke, Sally Stoewe and Pia Schümann-HoppeText us your questions and thoughts!Can you believe it’s been five years since we launched the Women in Customer Success Podcast?What started as a conversation in your earbuds has grown into a global movement. Now, after hundreds of episodes, bringing these discussions into the physical world feels like coming full circle.We hosted our second Women in Customer Success live podcast recording in Berlin, where Marija Skobe-Pilley welcomed Cara Benecke, Sally Stoewe and Pia Schümann-Hoppe. We discussed:✨ Redefining what "having it all" means in today's professional landscape...
2025-05-051h 09
Women in Customer Success Podcast[WiCS PowerUp Masterclass S2:E1] Revenue-Driven CS: Proving ROI & Driving Executive AlignmentText us your questions and thoughts!Struggling to prove the financial impact of your CS initiatives or translate retention metrics into revenue? Watch this exclusive masterclass to learn how to build compelling, finance-driven business cases, align CS initiatives with revenue targets, and confidently lead conversations that secure executive buy-in.Don’t miss this chance to transform Customer Success into a powerful revenue driver!Featuring:Marilee Bear, CRO at GainsightMarija Skobe-Pilley, Founder of Women In CS 👉 Follow Marilee on LinkedIn: https://www.linkedin.com/in...
2025-04-0151 min
Women in Customer Success Podcast96 - How to Develop Soft Skills for Thriving Customer Relationships - Shruti SharmaText us your questions and thoughts!This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.In this insightful conversation, meet Shruti Sharma, Customer Success Advisor and Consultant. Shruti shares her journey to customer success, starting from her background as a product manager to becoming a sales engineer and ultimately pursuing a career in customer success. She discusses her passion for working directly with customers and the joy of making a direct impact on their growth.
2023-10-2528 minWomen in Customer Success Podcast95 - The Impact of Targets on Customer-Centricity - Niki Clarke-CrossmanText us your questions and thoughts!Get ready to meet Nikki Clarke-Crossman, Global Head of Customer Success at Coherent. Nikki shares her experiences of leading teams in changing economic environments, as well as her interesting PhD research in Customer Success. In particular, she's exploring the ambidexterity between being customer-centric while also reaching the company's revenue goals and targets. Main takeaways:1️⃣ Customer-focused vs Business growth-focused: If Customer success is all about being customer-focused, it's important to find the balance between driving company growth and facilitating customer needs.2️⃣ The challenge of customer centricity in a SaaS...
2023-10-1826 minWomen in Customer Success Podcast94 - How to Build a Resilient Mindset in Tech - Shanta BodhanText us your questions and thoughts!This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.In this episode, we had the pleasure of speaking with Shanta Bodhan, a Director of Customer Experience at Talespin. She shares her insights on building resilience in times of change and adversity. Main takeaways:1️⃣ Embrace a growth and capability mindset: Shanta highlights the importance of developing a growth mindset and continuously building new skills. By em...
2023-10-1129 minWomen in Customer Success Podcast93 - From Research to Practice: Exploring Value-Creation in Customer Success - Dr Laura Elgeti & Dr. Katharina Prohl-SchwenkeText us your questions and thoughts!In this episode, we're talking to the special guests, Dr Laura Elgeti and Dr. Katharina Prohl-Schwenke. They are Co-Founders of CustomerSuccess Academy, book authors and academic researchers. We explore the importance of collaboration between account executives, account management, and customer success in creating and achieving value for customers. From understanding the significance of individual value to exploring the blurred lines between customer success management and key account management, this episode will provide valuable insights for anyone interested in building strong customer relationships. Key research findings:CSM is...
2023-10-0435 minWomen in Customer Success Podcast92 - Breaking Free from Information Overload: Embracing Self-Care and Reflection - Ashna PatelText us your questions and thoughts!In today's episode, we have the incredible Ashna Patel joining us to share her insights on the power of journaling and the importance of reflection in our busy lives. Ashna takes us on a journey through her high-five journal, guiding us through her process of manifestation and goal setting. With her passion for continuous learning, she discusses the significance of finding time for self-care and how it can lead to a better balance in both our personal and professional lives. 𝗞𝗲𝘆 𝗧𝗮𝗸𝗲𝗮𝘄𝗮𝘆𝘀:1. Journaling for Manifestation: Ashna shares her high-five journaling process, where s...
2023-09-2736 minWomen in Customer Success Podcast91 - Finding Fulfillment and Impact in Customer Success - Delia VisanText us your questions and thoughts!In this episode, we welcome Delia Vishan - a pink-minded customer success coach and solopreneur.Delia shares her inspiring journey and practical tools for success in the customer success field. Delia opens up about her passion for self-growth and personal development, which has played a significant role in her career in customer success.Delia's love for teaching and writing shines through as she explains the joy she finds in helping others and sharing her experiences. She mentions the fulfilment she gets from seeing the impact her work...
2023-09-2027 minWomen in Customer Success Podcast90: Building the Strong Success - Sales Partnership for Revenue Generation - Dannah VaughanText us your questions and thoughts!What are the strategies for building strong partnerships with sales teams and aligning on growth plans for accounts?How to move away from the 'them versus us' mentality?In this episode of Women in Customer Success, our host Marija is talking to Dannah Vaughan, Customer Success Executive Leader. Key takeaways:Building Trust & Relationships - Trust is the foundation of every successful partnership. Getting to know your colleagues on a personal level, spending time together, and investing in in-person relationships can drive significant successPartnering with S...
2023-09-1333 minWomen in Customer Success Podcast89: How to Empower Women to Showcase Value and Revenue Growth - De'Edra WilliamsText us your questions and thoughts!This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.In this episode, we talk to De'Edra Williams, Senior Executive Leader in Customer Success. De'Edra brings her high energy and expertise to discuss the changing landscape of the tech space, specifically focusing on Customer Success. While women make up a significant portion of customer success roles, they are still underrepresented in executive leadership positions. De'Edra shares he...
2023-09-0635 minWomen in Customer Success Podcast87 - Mastering Your Internal Brand: How Daily Actions Shape Your Career Path - Jenni ConnerText us your questions and thoughts!Join us for an engaging chat with Jenni Conner, director of Customer Success for EMEA and APAC at User Testing, as she shares her unique journey from New Mexico to Edinburgh, Scotland, and how she ended up in customer success. Listen in as Jenni reflects on her past experiences, from playing soccer in college to interning at Sandia National Labs and how these have influenced her career path. Hear her talk about her non-linear path to success and how a chance encounter at a coffee shop launched her into the world...
2023-07-2634 minWomen in Customer Success Podcast86 - From Fear to Fearless: Unleashing Effective Leadership in Customer Success - Rachel ProvanText us your questions and thoughts!Are you ready to unlock the secrets of effective leadership within customer success? Prepare for a transformative conversation with Rachel Provan, an accomplished customer success leadership coach, who brings her unique experiences from the performing arts to the table. We delve into Rachel's journey navigating leadership roles and the common pitfalls of new or struggling leaders - fear and micromanagement. Rachel generously offers invaluable advice on recognizing these signs and helping others discover solutions within themselves.We also confront the elephant in the room that plagues many CS leaders...
2023-07-1243 minWomen in Customer Success Podcast85 - The Making of a Tech Leader: Embracing Growth, Balance, and the Power of Unknown - Star HoferText us your questions and thoughts!There's something incredibly inspiring about a person who dares to take a leap of faith in their career and land in an industry entirely different from what they initially intended - meet Star Hofer. A small-town girl from Newfoundland, Canada, who dreamt of being a nurse, she's now a tech leader, serving as the Chief Customer Officer and Chief Operating Officer at A.K.A. New Media. Star's journey was far from easy. Trading nursing for a tech school in Toronto, she found herself in a class of 3000 students, w...
2023-06-2839 minWomen in Customer Success Podcast84 - From Niche to Mainstream: Digital Customer Success Programs - Angelika MarekText us your questions and thoughts!Join me in this episode as I'm talking to Angelika Marek, Digital Customer Success Manager at Bazaarvoice. We explore her journey from retail and marketing to digital customer success. Listen in as Angelica shares her experience in applying for a customer success role, and how she ended up taking on the challenge of becoming a Digital CSM. Discover the valuable skills she brings to her current role and the many hats she wears in the world of Digital Customer Success.Together, Angelika and I examine the structure and practical...
2023-06-2149 minWomen in Customer Success Podcast83 - Reimagining Your Path: Embracing Career Transitions and Crafting a Lifestyle-Driven Vision - Bethany AyersText us your questions and thoughts!This thought-provoking episode is a must-listen for anyone looking to gain inspiration and insight on navigating career transitions and embracing self-reflection. I'm speaking with Bethany Ayers, a former COO of Peak and an advisor, coach, and mentor. Bethany recently stepped down from her corporate career without having defined her next steps, and she shared her journey of professional and personal growth with us. Listen in as Bethany talks about her experiences in tech and sales, her motivations for leaving Peak, and her process of self-reflection.We also e...
2023-06-1436 minWomen in Customer Success Podcast82 - Building Award-Winning Customer Education Programs - Naomi WordenText us your questions and thoughts!I'm thrilled to have Naomi Warden, Director of Customer Enablement at OpenGov, join me on the show as we explore her inspiring journey from growing up in rural Texas to her current position in the tech industry. Naomi's passion for impact and inclusivity shines through, and she shares how her career has been instrumental in creating more opportunities for everyone. From her humble beginnings in customer support to building award-winning customer education programs, you won't want to miss Naomi's story and her insights on creating a career full of impact and...
2023-06-0741 minWomen in Customer Success Podcast81 - Unlocking the Potential of Your Customer Success Career - Bhumika AroraText us your questions and thoughts!Are you ready to elevate your customer success game? Join us as we dive into an insightful conversation with Bhumika Arora, a customer success career coach and consultant from Toronto. Bhumika shares her journey into the world of customer success, touching on her globetrotting background and experiences working with businesses of all sizes. Learn valuable lessons from Bhumika's career path and discover how she made the shift into customer success management.In this episode, Bhumika and I discuss the importance of personal branding in customer success, especially f...
2023-05-2433 min
Women in Customer Success Podcast80 - From Battling Adversity to Empowering Teams - Karen CarrollText us your questions and thoughts!Welcome to this week's episode of the Women in Customer Success Podcast, where we dive into the inspiring journey of Karen Carroll, the Head of Customer Success EMEA at Gong.Karen shares her journey of battling an eating disorder for almost a decade during her school and college years, and how therapy helped her ground herself in stressful situations, develop a thicker skin, and never give up in the ebbs and flows of life. She also discusses the importance of taking the power out of pain and learning from...
2023-05-1741 minWomen in Customer Success Podcast79 - How to Stand Out in Job Applications and Land Your Dream Role - Carly AgarText us your questions and thoughts!In this episode, I'm talking to Carly Agar, the founder of Carly Agar Training Services, or, the career coach who helps people land customer success jobs.Carly shares some surprising facts about herself, including how it took her a year and a half to start having a voice on LinkedIn and actually start showing up because she was scared before she started posting and putting her thoughts out. She also discusses what helped her find her voice and how she got over her fear of people judging or not...
2023-05-1042 minWomen in Customer Success Podcast78 - The Secret to Crushing Churn and Building Long-Term Loyalty - Anita TothText us your questions and thoughts!In this episode, I had the pleasure of speaking with Anita Toth, Chief Churn Crusher, about her incredible journey through various careers and her passion for Customer Success. We discussed the importance of boredom for fostering creativity, the impact of poor customer experiences on businesses, and the significance of understanding customers' feelings and emotions in tackling churn. We also explored the value of conducting customer interviews and learning the language of business metrics to improve customer retention. Anita also talks about the fear and responsibility associated with addressing negative f...
2023-04-2642 minWomen in Customer Success Podcast77 - From Classroom to Customer Success - Julie RaederText us your questions and thoughts!In this episode, I'm talking to Julie Raeder, Customer Success Manager at Dooly and a former special education teacher who transitioned into Customer Success. We discuss the importance of knowing what you want, networking, storytelling, and overcoming barriers when transitioning from education to customer success. We also explore the significance of preparation and asking the right questions during customer calls, as well as the challenges of learning new terminology and adapting to remote work. Julie shares her inspiring story of how she turned from a special education teacher and s...
2023-04-1935 minWomen in Customer Success Podcast76 - Tips on Navigating Career Growth and Breaking Through the Glass Ceiling - Mary PoppenText us your questions and thoughts!In this episode, I'm talking to Mary Poppen, Chief Business and Chief Customer Officer at Involve.ai and author of the book "Goodbye, Churn. Hello, Growth!"We discussed the qualities of successful leaders, the importance of listening and collaboration, and how to create allies in the boardroom. Mary shares invaluable advice for women in leadership roles and her insights on putting customers at the centre of a business. Join me as I explore Mary's experience in the world of customer success and her strategies for f...
2023-04-1236 min
Women in Customer Success Podcast75 - Top Skills for Different Customer Success Roles - Jolyn IsabeloText us your questions and thoughts!In this episode, I'm talking to an absolute rockstar - Jolyn Isabelo, APAC Customer Success Leader at MongoDB.She has a really interesting upbringing and a career in a multicultural setting. Born and brought up in London, she moved to Asia and lived in Singapore and Japan. She also worked in the USA and now is based in Singapore. Fun facts about Jolyn:As a 16-year-old, she saw herself as a ballerina at the Royal Academy of Dance she enjoys workout, in particular, F45...
2023-04-0529 minWomen in Customer Success Podcast74 - Tips on Preventing Burnout in Tech - Ejieme EromoseleText us your questions and thoughts!In this episode, I'm excited to bring a conversation with Ejieme Eromosele, General Manager of EMEA at Quiq. Current Role & Experience In her current role as GM of EMEA at Quiq, Ejieme is responsible for leading Quiq’s international business by guiding companies in the EMEA region to grow awareness, increase sales and lower customer support costs through conversational AI and messaging.Ejieme is also the Founder of Success in Black, a community for Black professionals in Customer Success. Her mission is to adv...
2023-03-2931 minWomen in Customer Success Podcast73 - Starting out with Digital Customer Success - Kailey KilloranText us your questions and thoughts!In this episode, I’m talking to Kailey Killoran, a Director of Customer Success at Loopio. Prior to transitioning into Customer Success, Kailey started her professional career in Sales, Business Development, and Account Management. She is a data-driven leader and enjoys coaching and supporting CSMs in their own growth and development. Outside of work, she's always looking for something new to learnFun facts about Kailey: ⭐️ She believes that being caring and vulnerable are strengths. ⭐️ Kailey would like to be remembered as someone who ca...
2023-03-2234 min
Women in Customer Success Podcast72 - How to Progress from an Individual Contributor to a Manager - Elena CoccoText us your questions and thoughts!In this episode, I’m talking to Elena Cocco, Manager of Customer Success at SafetyCulture. Elena has a special passion for supporting and helping other women in their professional journeys. She is energised by seeing people around her succeed and I'm excited to bring this conversation to you! Elena started her career journey in Support and then transitioned into Customer Success where she is thriving in a leadership role. She's also a leading member of Customer Success communities in the UK, leading Manchester CS Cafes.Did you...
2023-03-1534 min
Women in Customer Success Podcast71 - How to Prepare for C-Suite Conversations - Laura KightlingerText us your questions and thoughts!In this episode, I’m talking to Laura Kightlinger, a VP of International Customer Success at Seismic. She leads the team responsible for partnering with customers across Europe and Asia to ensure their long-term value realisation on the platform. Prior to Seismic, Laura built the Customer Success team at Qubit from inception to 15 team members globally and supported significant growth at DocuSign and Google. She also shares her passion for Customer Success with others in the industry as a coach at Sales Impact Academy and Scalewise.Fun facts about La...
2023-03-1035 min
Women in Customer Success Podcast70 - How to Build a Customer-Centric Organisation - Kia PuhmText us your questions and thoughts!In this episode, I’m talking to Kia Puhm, Founder and CEO of DesiredPath, a CX solution that helps companies be customer-centric to achieve smarter, faster revenue growth. Fun facts about Kia:Kia speaks 3 languages well, and 2 passively. She is an Extroverted Introvert Kia used to be an elite world-class athlete in swimming! 🏊♀️Career Journey:Kia has 28 years of experience in the software industry, has spent the last 8 years consulting and is now the founder and CEO of Desired Path - a consultancy focused on driving accelerated re...
2023-03-0131 min
Women in Customer Success Podcast69 - How to Level Up in Your Customer Success Career - Sally HamdanText us your questions and thoughts!In today's episode, you'll meet Sally Hamdan, Customer Success Manager at Asana. She's also an active member of the Customer Success Network where she contributes to the advancement of the CS profession and also teaches at HEC Paris in her free time to help students boost their Linkedin presence to find their next dream job.Fun Facts About SallyShe speaks French, English, and ArabicShe would love to live by the Mediterranean coast and considers herself an Extrovert.Sally’s teenage self would be surprised at th...
2023-02-2440 min
Women in Customer Success Podcast68 - Leadership Lessons from the Executive Suite - Julie PersofskyText us your questions and thoughts!In this episode, I’m talking to Julie Persofsky, Managing Director - Practice Lead for Customer Success at Winning by Design.Fun facts about Julie:Julie and her family recently moved to Whistler, British Columbia to add some adventure to their lives and love the fact that they now ski all the time!Her 16-year-old self would be pretty ok with her current job as Julie has stayed true to her teenage self by remaining the type of person who seizes the moment and gets things done. Julie is...
2023-02-1538 min
Women in Customer Success Podcast67 - How to Position Yourself for Promotion - Erika VillarealText us your questions and thoughts!In this episode, I’m talking to Erika Villareal - a Customer Success enthusiast, curious by nature, and a process addict. She has been in the tech industry for the last 8 years. She is happiest when she is able to translate customer data into actionable insights that help improve customer experience and drive success. She is currently a Principal Customer Success Manager at Eptura, a leading workspace management solution where she helps her customers drive adoption and achieve their own definition of success. Erika is also...
2023-02-0838 min
Women in Customer Success Podcast66 - Back In the Game - Marija Skobe-PilleyText us your questions and thoughts!Announcing Season 3! ⭐️⭐️⭐️Did you know when and why was the Women in Customer Success Podcast launched?If you're a regular listener, have you noticed that the podcast had a break for a few months?In this first solo episode by Marija Skobe-Pilley, you'll find out more about it!You'll hear about:The new Women in Customer Success Power Up!Why Marija started the podcastBenefits of podcasting Some awesome episod...
2023-02-0614 min
Women in Customer Success Podcast65 - How Can a CCO Normalise Motherhood in Tech - Jennifer YorkeText us your questions and thoughts!In this episode, I'm talking to Jennifer Yorke, Chief Customer Officer at Ometria. Canadian-born with a current UK address, Jennifer is sharing her impressive career story and the blessings/challenges of being a mom in tech. She is a prime example of how normalising parenthood from an executive level can have a profound impact on people's careers and well-being.In this episode, we talk about:Impressive fun fact about Jennifer (tune in to find it out!)Career journeyCareer lessonsSkillset and path towards Chief Customer OfficerNormalising parenting Jennifer i...
2022-05-1228 min
Women in Customer Success Podcast64 - What is Personal Growth - Nabeeda BakaliText us your questions and thoughts!How do I choose guests for this podcast? There are so many incredible women out there whom I want to talk to and learn from. Recently I started following a wonderful young lady, Nabeeda Bakali, who keeps on inspiring me with her content and work on personal development. I've become a huge fan of her work and thought, you will love her, too!It is such a pleasure to introduce you to Nabeeda Bakali!We talk about:passion projectspersonal growthfocus on your strengths instead of weaknessesquitting...
2022-04-2835 min
Women in Customer Success Podcast63 - How to Leverage Tools to Create a Success Department In a Startup - Hadas RahamimText us your questions and thoughts!In this episode, we welcome Hadas Rahamim - Head of Customer Success & Business Operations at Exceed.ai, GenesysHadas is sharing her journey from product management to customer success, tips on leading Success organisation in a startup, managing global customers and competing priorities.We talk about: career journey how to create 'aha' moments for your customers how to manage yourself and say 'no' how to focus on what matters how to leverage tools to scale Success perks of being the first Success person in the startup...
2022-03-3023 min
Women in Customer Success Podcast62 - How to Lead by Example - Revathi VenkatramanText us your questions and thoughts!In this episode, we welcome Revathi Venkatraman, Head of Success, APAC at Slack.Revathi is sharing her inspiring career story, from upbringings in India, a degree in chemical engineering, to resetting the whole career while relocating to New Zealand. She is currently based in Australia, leading customer success teams at Slack for the whole Asia-Pacific Region.As she moved throughout various roles in her career, she always picked up transferable skills that made her the leader she is today - an empathetic leader who leads by example...
2022-03-1623 min
Women in Customer Success Podcast61 - The Fundamentals of Customer Success - Jan YoungText us your questions and thoughts!In this episode, we're sharing the conversation with Jan Young, a wonderful customer success enthusiast, very well known within the industry and the wider CS communities. Currently, she's the Senior Customer Success Consultant at The Success League, a board member for Gain Grow Retain and a founding community lead with CS Insider.We talk about:✨ The passion for Customer Success✨ What is consulting and what is customer success✨ Tips for transitioning to customer success✨ The correlation between your environm...
2022-03-0330 min
Women in Customer Success Podcast60 - Community-led Growth - Isabel RuizText us your questions and thoughts!In #episode60, Isabel Ruiz, Customer Education Manager at Insided by Gainsight reveals her ideas of customer education and community-led growth.We talk about:✨ career journey✨ customer communities✨ customer education✨ community-led growth✨ career tipsConnect with Isabel:https://www.linkedin.com/in/isabelruiz-community-manager/Check out Isabel's podcast CSM Toolbox: https://podcasts.apple.com/gb/podcast/csm-toolbox/id1561618912*********About Women in Customer Success Podcast:Women in Customer Success Podcast is the first women-only podcast for Custom...
2022-02-2327 min
Women in Customer Success Podcast59 - How to Get A Seat at a Table for Customer Success - Monica TrivediText us your questions and thoughts!In #episode59, Monica Trivedi, Director of Global Customer Success at Building Engines is revealing her ways of showcasing customers’ wins and the impact Customer Success has on the overall organisation and customers.Monica gives us an amazing mini master class on:✨ leadership✨ how to be an invaluable CSM✨ how to lead with transparency✨ how to really create those impacts around you✨ how to exhibit the impacts of your teams to other departments within the businessConnect with Monica!*********About Wome...
2022-02-1622 min
Women in Customer Success Podcast58 - Importance of Industry Knowledge in Customer Success - Natalie WhiteText us your questions and thoughts!In this episode, I'm talking to Natalie White, Customer Success Manager at Float.Natalie has been in Customer Success all her professional life, mostly in FinTech startups, building the customer success teams from the ground up. She spent the last few years in London, building a team at European unicorn Pleo. Now, she's back in her native Canada, building a team at Float.Why would you need to be an industry expert as a Customer Success professional?to ramp up quickerto earn trustAs a...
2022-02-1021 min
Women in Customer Success Podcast57 - Are you Friends with your Customers? - Sumitra NarayananText us your questions and thoughts!Are you friends with your customers? Should you be? Would you take your customer out for a coffee? If you are wondering what's the right approach, you're not the only one. Sumitra was also wondering...and then started writing about it. In #Episode57, Sumitra is sharing her tips on your relationship with customers:getting out of the 'customer' categoryfinding mutual interests maintaining relationship Sumitra is sharing her exciting journey from a Standford graduate (Computer Science) to a career in Customer Success. It's refreshing to hear...
2022-02-0229 min
Women in Customer Success Podcast56 - How to Step into Customer Success Leadership Role - Morika GeorgievaText us your questions and thoughts!I want to wish a Happy New year to all the amazing listeners and followers of the Women in Customer Success Podcast! Thank you for your continuous support! New Year is an amazing opportunity for stepping into new roles and advancing your career. And what better way to start the year than with this episode with Morika Georgieva, the Manager of Customer Success EMEA at Permutive. We talk about stepping into leadership roles in Customer Success. Morika's golden advice on the best ways to start your journey...
2022-01-0530 min
Women in Customer Success Podcast55 - Metrics in Customer Success - Apoorva SudarshanText us your questions and thoughts!In today's episode, it's a pleasure to welcome Apoorva Sudarshan, Manager of Strategic Accounts at Mixpanel. Although we focus on metrics in customer success, Apoorva is such an interesting woman and I'm grateful we also talked about the work-life balance, customer success as an 'unconventional' career; and the tips for achieving happiness in your career. How to decide what to measure, how to interpret metrics and how to know the best actions based on the data? Apoorva is sharing what type of metrics you should be...
2021-11-2434 min
Women in Customer Success Podcast54 - How can Anthropology Guide Your Customer Success Behaviours? - Marieke SmitsText us your questions and thoughts!' Our lives are all about data.' MariekeHow can anthropology guide your customer success behaviours and decisions? I'm talking to Marieke Smits - Sr Enterprise Customer Success Manager at Pluralsight, and the recipient of the 'Lean on Me' Pluralsight award. She's an aspiring anthropologist and we are exploring what are the lessons and applications of anthropology in customer success. She's also very passionate about the social impact of global organisations. Tune in to hear Marieke's very interesting career story and anthropological insights into be...
2021-11-1831 min
Women in Customer Success Podcast53 - How to Grow in Your Customer Success Role - Sindy Brücher-SharmaText us your questions and thoughts!This episode is a mini-masterclass on growing in the Customer Success role - from a manager's perspective. Sindy Brücher-Sharma, the Manager of Enterprise Customer Success at Adobe shares some practical tips on:Hiring for Customer Success80 / 20 Rule in CareerGrowth mindsetPersonal Development PlanAlthough we wanted to explore how to hire for potential and allow growth opportunities within the team, Sindy has so much practical advice for managers:Ruthless prioritisation for team members'Leaving loudly'Working hoursLife outside workDISCLAIMER: Beauties of working fr...
2021-11-1037 min
Women in Customer Success Podcast52 - How to Land Your Dream Customer Success Job - Kat FisherText us your questions and thoughts!Are you looking to land your dream Customer Success job? What to do, what to avoid and how to approach your job search?Kat Fisher is a Senior Customer Success Manager at Signifyd, and she's an expert in hiring. Having spent time looking for her next job last year, and then, spending a bigger part of this year hiring, Kat knows the industry inside out and I'm grateful she is sharing her tips with us today. If you are on the look for your next play, or...
2021-11-0338 min
Women in Customer Success Podcast51 - How to Productise Customer Success - Anu DudhatText us your questions and thoughts!In this episode, I talk to Anu Dudhat, Head of Customer Success and Product at Customer Success Box. Anu is also one of the Top 100 CS Strategists for 2020. Anu is talking about productizing Customer Success - what does it mean to create products from learning, customer success processes and customer outcomes, in order to scale the business and provide repeatable experiences for the customers.Follow Anu!___________________________________________________About Women in Customer Success Podcast:Women in Customer Success Podcast is the first...
2021-10-1331 min
Women in Customer Success Podcast50 - How to Manage Diverse Teams in Asia-Pacific Region - Prakhya NS BhatText us your questions and thoughts!In this episode, I'm talking to Prakhya NS Bhat, Head of Customer Success and Sales At Taskworld. As Prakhya is based in Singapore, she is sharing her experience of managing teams in Asia; what are the challenges and opportunities in managing very diverse and geographically dispersed teams. From India to Thailand, Korea, Japan, and EMEA, there are lots of cultural and regional differences and Prakhya is sharing her tips for growing successful diverse teams. A fun fact - Prakhya spent a few years in the youth army during her c...
2021-10-0530 min
Women in Customer Success Podcast49 - How to Build a Customer Success Team in EMEA - Christine HaleText us your questions and thoughts!Today on the show I talk to Christine Hale, Senior Manager of Customer Success at Intelex. Tina is sharing her experience of building a European Customer Success team from the ground up. When Intelex was opening European operations, Tina moved across the world, from Toronto headquarters to London, alongside five other individuals - and embarked on the European adventure of building departments and international operations. We talk about: How to prepare for leading an international team?What to do before you land at the new destination? How...
2021-09-2230 min
Women in Customer Success Podcast48: How to Propel your Career - Kellie Capote, CCO at GainsightText us your questions and thoughts!Today I talk to Kellie Capote, Chief Customer Officer at Gainsight. Kellie is sharing her career journey - what led her to join Gainsight and progress from an Enterprise CSM to CCO in just over four years and the lessons learned along the way. We also talk about the challenges of balancing parenting with a high-profile career as a woman in leadership. Of course, Kellie is also sharing some hottest trends in the customer success industry as well. One of my biggest learnings is Kellie's remark that...
2021-09-1531 min
Women in Customer Success Podcast47 - How to Benefit from a Return on Relationship (ROR) - Allison SkidmoreText us your questions and thoughts!Today's episode is a real gem! I have the pleasure of talking to Allison Skidmore, Global Head of Customer Success & Renewals at SAP Customer Experience. Allison is one of the most prominent Global Customer Success leaders, with experience leading global, diverse, and distributed teams for more than a decade. Due to her extensive wealth of knowledge, experience, and wonderful personality, she's also one of the sought-after speakers at customer success events. This episode is a mini-masterclass on return on relationship - how developing your relationship acumen can...
2021-09-0139 min
Women in Customer Success Podcast46 - How to Find Your Niche in Customer Success - Elisabeth CourlandText us your questions and thoughts!Today I'm talking with Elisabeth Courlone, Digital Customer Success Manager, Top 100 CS Strategist, Mentor, blogger, and Founder of some notable initiatives, such as The Digital CSM and Open Book of Customer Success.When I think about Digital Customer Success, Elisabeth is the first person that comes to mind. In the last year, she's been creating valuable resources on the topic, she's been a guest on many podcasts, webinars, and events as Customer Success at scale is becoming more prevalent across organizations. Elisabeth is an expert in it...
2021-08-0527 min
Women in Customer Success Podcast45 - How to Practice Emotional Intelligence - Ashna PatelText us your questions and thoughts!Today I'm talking to Ashna Patel, Manager of Customer Success at Ascend Cloud. Ashna is such an amazing, passionate leader, extremely active on a global customer success scene. She is involved with so many different initiatives, communities, events, that are hard even to keep track of, and not only being involved. But, as you will hear from this conversation, she is just extraordinarily passionate about what she does so it all comes naturally for her. If you heard Ashna talking, you probably picked up that she is an emotional i...
2021-06-1735 min
Women in Customer Success Podcast44 - Leading Customer Success Teams as a Hockey Captain - Natalia PiaggioText us your questions and thoughts!Today, it's my pleasure talking to Natalia Piaggio, Global Head of Customer Success at ICIS. She started her remarkable career story at a hockey field, as a captain for a semi-professional team (an honourable position). Sport has always been a significant part of her life, and, although not playing semi-professionally at the moment, Natalia is continuously bringing the lessons from sport into the workplace. What can you expect from today's episode? Natalia's sports lessons- how can collaboration, giving a chance, and team development be applied in sports and in...
2021-06-1042 min
Women in Customer Success Podcast43 - How to Advocate for your Team - Laura LakhwaraText us your questions and thoughts!Today I'm talking to Laura Lakhwara, former head of Customer Success at Softbank Robotics. She's been named as a Product Builder of the 2020 Inspiring Fintech Females list for her contributions to technology adoption with the organization. Laura is sharing the inspiring story that brought her into customer success and her experiences of being the first CS on the grounds and building an organization. There are a few key learnings that I will remember from our conversation, but my favourite one is Laura's advice that 'No o...
2021-05-2627 min
Women in Customer Success Podcast42 - The Role of Customer Success Communities - Violaine YziquelText us your questions and thoughts!Who doesn't know about Customer Success Network yet? Started in Europe, this is the ultimate global CS community that you should be part of! We already spoke with Kate in Episode 29 about its beginnings.In today's episode, we are continuing the conversation with Violaine, the CEO of Customer Success Network, and a Senior Manager of Customer Success at Slack.With the rise (or explosion) of different CS communities, we talk about:Why should you be part of a CS communityHow to make the most of itThe...
2021-05-1930 min
Women in Customer Success Podcast41 - How to Set Your Team Up for Success - Emily GarzaText us your questions and thoughts!In today's episode, I'm talking to Emily Garza - AVP of Customer Success at Fastly, and the Founder of ValueCS with Emily.We start the episode by exploring how Emily's background in Sales and sales enablement is a great stepping stone for the Customer Success industry. In this episode, you'll hear about the following: Brag sheet - what is it and why you should have one!Creating Customer Success teams - where to start from and how to set the team up for success?Coaching - ho...
2021-05-0737 min
Women in Customer Success Podcast40 - Are Your Customers Getting Value? - Charlie HarveyText us your questions and thoughts!Today I'm talking to Charlie Harvey, a Vice President of International Customer Success at Zappi. As well as being recognized for building and executing an international customer success strategy, Charlie has also been named ChurnZero's 10 Customer Success Leaders to Watch in 2021. Indeed, we kept an eye on her work and it is a pleasure to bring this conversation to you today.In this episode, you'll hear about:Carlie's career journey - how did she make a transition from making physical products to the world of tech and customer...
2021-04-2828 min
Women in Customer Success Podcast39 - Lessons from the C-Suite - Megan BowenText us your questions and thoughts!Today, it is a pleasure to share a conversation with Megan Bowen, the Chief Customer Officer at Refine Labs. While Megan is sharing her career story, great successes, and accomplishments, she's also making a point about how the biggest learning and growth come from the hard moments of your career. This conversation is raw, vulnerable, and therapeutic. You will hear about Megan's decision to move across the country when she was still a teenager, after realizing it was exactly what a people pleaser should do. Bold move for sure!
2021-04-2134 min
Women in Customer Success Podcast38 - Why Customer Onboarding Matters? - Donna WeberText us your questions and thoughts!If you are listening to this podcast, there's a big chance you're a woman in the customer success profession or other customer-facing roles, and you are looking to develop your career, leave your professional footprint, and make an impact. Hence, in every episode, we want to provide valuable content to advance your customer relationships, but also, content that will inspire and inform your career choices. In today's episode, I am talking to Donna Weber, the customer onboarding expert and the author of Onboarding Matters, a newly published book on t...
2021-04-0732 min
Women in Customer Success Podcast37 - Thriving as a Women of Colour in Customer Success - Stacey McPhersonText us your questions and thoughts!In today's episode, I'm talking to Stacey McPherson. She is sharing her lived experience of being a woman of colour in Tech. Stacey is such an inspiring woman with a wealth of business and cultural background and experiences, having lived and worked on three continents (Asia, Europe, USA).In this episode, we talk about: What does it look like, to be a woman of colour in Customer Success? (If that's you, that makes you 1% of the overall Customer Success community!Microaggressions at the workplace - how they happen a...
2021-03-3134 min
Women in Customer Success Podcast36 - How to Become an Expert on Yourself - Ronni GaunText us your questions and thoughts!Today I'm talking to Ronni Gaun, one of the Top 100 Customer Success strategists in 2020 and a well-known influencer in the customer success industry. Her content is thought-provoking and inspiring, and we're discussing a few epiphanies that Ronni shared with her CS community, which I am sure will be very valuable for you. Ronni got furloughed in the mids of the pandemic in 2020 and one of her epiphanies is fueled by her job-seeking experience. We also discuss the stigma of unemployment, vulnerability, and serendipity.In this episode, you'll h...
2021-03-2427 min
Women in Customer Success Podcast35 - Career Lessons for Young Professionals - Karolina AdamusText us your questions and thoughts!In today's episode, I'm talking to Karolina Adamus, Customer Success Enthusiast and an advocate for Humble leadership. Karolina has been in the customer success industry for a few years already and she is very passionate about helping young customer success enthusiasts secure their first job in the industry.In this episode, we talk about:Karolina's fascinating career journeyWhat are the consequences of not saying 'no' when needed? How to know when to ask for help?Challenges that young professionals are facing when starting out in the industryHow to a...
2021-03-1738 min
Women in Customer Success Podcast34: How to Be a Boss of Your Career - Emilia D'AnzicaText us your questions and thoughts!Today I'm talking to Emilia D'Anzaca, The Founder and CEO of Growth Molecules and one of the global Top 25 Customer Success Influencers 2021. With all the initiatives she is involved in the global customer success community, Emilia still finds the time for speaking at conferences, being a board member of educational institutions, and coaching other professionals at Catalyst Coaching Corner. From all the topics that we could have discussed today, we focused on Emilia's tips for becoming a boss of your own career.In this episode, you'll learn a...
2021-03-1032 min
Women in Customer Success Podcast33: How to Return to Work After a Career Break - Tanya StraussText us your questions and thoughts!This episode features Tanya Strauss, Director of Customer Success Strategy and Operations at ServiceNow. Prior to her current role, Tanya worked at Gainsight, at the forefront of creating customer success as a category, alongside Allison Pickens and Nick Mehta. So, surely we are talking about Tanya's time at Gainsight and the whole experience of working for a company that is creating something truly large - a whole business industry. However, Tanya has a unique career story. She developed a successful career in services (consulting) prior to her maternity leave. S...
2021-03-0329 min
Women in Customer Success Podcast32: How to Sell as a Customer Success Manager - Kristen HayerText us your questions and thoughts!In this episode, I am talking to Kristen Hayer, the Founder and CEO of The Success League, a boutique consultancy helping organisations to develop top-performing customer success programs. Kristen has years of experience in running sales and customer success teams. Before starting her own business, she held VP positions in Customer Success and decided to leverage her expertise and run her own business. In this episode, you'll learn about: Kristen's career story from sales to customer success leadership Leaving the corporate world and starting her own busi...
2021-02-2435 min
Women in Customer Success Podcast31 - Artificial Intelligence in Customer Success - Rupal NisharText us your questions and thoughts!In today's episode, I'm talking to Rupal Nishar - a Customer Success Leader at Conga, a Real Estate Entrepreneur, Churn Crusher and a Mentor. Rupal is dedicated to developing CS strategies and leading global teams, especially in a start-up environment. Her most recent projects are related to her passion for AI and ML research and the implications of data intelligence for Customer Success. In this episode, you'll learn about: Rupal's storyTips on leadership and career developmentThe trend of Artificial Intelligence in Customer Success-What data should organisations trackHow can AI...
2021-02-1739 min
Women in Customer Success Podcast30 - Digital Customer Success - Anika ZubairText us your questions and thoughts!Today I'm talking to Anika Zubair, VP of Customer Success at inSided. Anika has been in customer success for most of her career, starting as a Customer Success Coach and moving up to leadership positions, leading global Customer Success teams. She is also an active member of the customer success community, leading CSM London Meetup, and speaking at various industry events. She is also a fellow podcaster, hosting the Customer Success Channel.Anika is sharing her career journey, tips and lessons for overcoming challenges and progressing your career.
2021-02-1037 min
Women in Customer Success Podcast29 - Customer Success Network - Kate ForgioneText us your questions and thoughts!Today I'm talking to Kate Forgione, the founder and CEO of Customer Success Network - a global community for customer success managers run by over 100 volunteers who are hosting events and keep the community active. This community is very close to my hear as it helped me get to know the world of Customer Success, connect with some amazing individuals and constantly keep on learning from many valuable events and conversations that are happening within the group. In this episode, you'll learn about: The Origins of the...
2021-02-0428 min
Women in Customer Success Podcast28 - How to Successfully Work with the Product Team - Katrina CoakleyText us your questions and thoughts!In this episode, I am talking to Katrina Coakley, Director of Customer Success at TalentReef. Katrina has extensive experience in leading customer success teams, spinning teams up from the ground and creating strong relationships with the Product organisation to drive a data-driven roadmap and memorable client experiences.In this episode, you'll learn about:Creating exceptional client experiencesTips for working well with the Product teamSpinning up Customer Success teams The Power of Mentoring Challenges of being a woman in techFollow Katrina!___________________________________________________
2021-01-2734 min
Women in Customer Success Podcast27 - How To Succeed In a Male-Dominated Environment - Effie MansdorfText us your questions and thoughts!In this episode, I am talking to Effie Mansdorf, Global Head of Customer Success at Illusive Networks. As a CS leader, Effie operates in a typically male-dominated cyber security industry, and she leads an all-male CS team.In this episode, you'll hear about: Building up a Customer Success team in startupsTips for succeeding in a male-dominated industryFollow Effie!___________________________________________________About Women in Customer Success Podcast:Women in Customer Success Podcast is the first women-only podcast for Cu...
2021-01-2024 min
Women in Customer Success Podcast26 - How To Lead in Harmony With Your Purpose - Sydney StraderText us your questions and thoughts!In this episode, I am talking to Sydney Strader, Head of Customer Success at Catalyst. Sydney is sharing her unique story, what makes her tick and how she found herself in the customer success industry.In this episode, you'll hear about:Sydney's career journeyCareer Lessons Tip on authentic leading How to create your executive presenceSyd's Recipe - what it means to work and live in harmony with your meaning and purpose, while trusting yourselfFollow Sydney!___________________________________________________About Women in Customer Success Po...
2021-01-1333 min
Women in Customer Success Podcast25: How To Develop Client Relationship Measurement - Sarah DoughtyText us your questions and thoughts!In this episode, I'm talking to Sarah Doughty, Customer Success Champion and Founder of Crescendo Labs. Sarah spent the last two decades leading Customer Success and Professional Services teams and currently she is helping companies with designing processes to capitalise on customer success and deliver great customer experience filled with value.In this mini-masterclass, you'll hear about:Change managementDeveloping client relationship measurementSkills for CSMsWorking well with SalesFollow Sarah!___________________________________________________About Women in Customer Success Podcast:Women in Customer Success P...
2021-01-0634 min
Women in Customer Success Podcast24 - How to Narrow the Gender Pay Gap During Hiring Process - Kristi FaltorussoText us your questions and thoughts!Today I'm talking to one and only - Kristi Faltorusso. She has been an absolute star in 2020. Kristi is a Vice President of Customer Success at IntelliShift, Customer Success Coach, and she won some prestigious awards in 2020, such as Top 25 Customer Success Influencer and Gainsight GameChanger Product VIP Award.Kristi has been involved in hundreds of different podcast episodes this year, round tables, webinars, conferences... and the list goes on. She is a very valuable and active member of the global CS community, always making the time to connect...
2020-12-2329 min
Women in Customer Success Podcast23 - 2020 for Working Parents: A Journey from Pregnancy to WFH with kids - Angela GuedesText us your questions and thoughts!Today's episode shows just what 2020 looked like for some families. I am talking to Angela Guedes - Head of Customer Engagement at Typeform and Advocate for Working Parents. This conversation is a reflection of the journey Angela went through - she was pregnant, gave birth to her second child, went on maternity leave, and came back to work - just to actually work from home while taking care of the baby. All in the span of a few months. While in lockdown. A memorable year for sure. In...
2020-12-2136 min
Women in Customer Success Podcast22 - How To Grow Professionally Through Initiatives - Bhavika KochharText us your questions and thoughts!Today I am talking to Bhavika Kochar - Customer Success innovator at InCustomerSuccess, a community builder for Practical CSM, Chapter lead for Customer Success Network, ambassador for WomenTech Network, and a Customer Success Professional. I'm sure there are more things Bhavika is involved with and she is talking about various initiatives in this conversation. In this episode, we talk about: Customer SuccessEmbracing opportunities for learningHow exposure to various initiatives is valuable for personal developmentFollow Bhavika!___________________________________________________About Women in Customer Success Podcast...
2020-12-1626 min
Women in Customer Success Podcast21 - The Power of Teaching and Mentoring - Lisiane NdongText us your questions and thoughts!In this episode, I am talking to Lisiane Ndong, Customer Success Manager at Searchmetrics and a Digital Marketing Lecturer at Pearson College London. Lisiane is passionate about sharing her marketing expertise with her clients, and her teaching and customer success have lots in common. Lisiane is also dedicated to creating social media content that can teach life skills and marketing but also inspires women. In this episode, you'll hear about: Our role models (Beyoncé, Michelle Obama, Sheryl Sandberg)Personal development journeysThe books that helped us along the...
2020-12-1126 min
Women in Customer Success Podcast20 - How To Be More Visible While Working Remotely - Jo MassieText us your questions and thoughts!In this episode, I'm talking to Jo Massie, VP of Customer Success at Slido. She's leading support, success and cx teams for this widely known, ultimate Q&A and polling platform. As a long-term remote employee, Jo is sharing her experience on managing the team, yourself and your career - remotely. One of the best tips I got from Jo is - declaring calendar bankruptcy. Maybe this is exactly what you will need for 2021! Follow Jo!___________________________________________________About Women in Customer Success...
2020-12-0922 min
Women in Customer Success Podcast19 - How to Be a Customer Success Manager Your Clients will Adore - Katie SloopText us your questions and thoughts!In this episode, I am talking to Katie Sloop, a Senior Customer Success Manager at Intelex. Katie has a career journey of continuous successes and promotions within Intelex. Her professionalism is unmatched and on various occasions, two different clients have asked when Katie will be made CEO of Intelex. She is regularly rocking clients' feedback and her CSAT responses are of the highest record. She is a great colleague and a leader - and she definitely knows how to make clients happy. In this episode, you'll lea...
2020-12-0323 min
Women in Customer Success Podcast18 - How To Build Your Online Brand on LinkedIn - Diana De JesusText us your questions and thoughts!I am talking to Diana de Jesus, Customer Success Leader and one of the 100 CS Strategists in 2020. Diana is also a creator of Keep the Customer - a blog dedicated to retaining customers. A leader, an influencer and - at least for me - the CS Queen of LinkedIn. Diana has built her online presence and thought leadership during the last year, and today she is sharing her tips and strategies for creating content and building an online audience.In this episode, you'll hear about:Where t...
2020-11-2038 min
Women in Customer Success Podcast17 - How To Lead with Authenticity and Kindness - Kay MukherjeeText us your questions and thoughts!In this episode, I’m talking to Kay Mukherjee, Area VP of Customer Success and Renewals at Splunk.Kay is sharing her beautiful stories of leadership and leading with authenticity, trust and kindness. She openly talks about her experience with imposter syndrome and how best to tackle it. I love our conversation and so many 'wow' moments and learnings from Kay’s stories. My favourite part is Kay sharing her biggest leadership dilemma and her motto of “choose being kind over being right”. Follow K...
2020-11-1124 min
Women in Customer Success Podcast16 - From Google to Customer Success Heros - Claire O'ReganText us your questions and thoughts!In this episode, I am talking to Claire O'Regan, Director of Customer Success at Juro and a nominee for a Women of Legal Tech award!Claire started her career at Google as a graduate and then moved to the world of startups - building and scaling customer success teams. She started her current role at Juro in the midst of the pandemic. In this episode, you'll learn about:How do you get to know your team completely remotely? How do you make sure you cater for yo...
2020-11-0525 min
Women in Customer Success Podcast15 - How to Succeed and Thrive as an Expat - Elodie O'RoukeText us your questions and thoughts!In this episode, I am talking to Elodie O'Rouke, Head of B2B Customer Success at The Financial Times. Elodie has such a unique story and in this episode, she shares her journey from having a good career in a home country to leaving her life behind, moving to a new country and building everything from the very beginning. In this episode, you'll learn about:What does the career journey of an ex-pat look like? What are the successes and challenges? How do you start building your...
2020-10-2823 min
Women in Customer Success Podcast14 - A Journey From Science to Customer Success - Daphne LopesText us your questions and thoughts!In today's episode, I am talking to Daphne Lopes, the Manager of Customer Success at Hubspot. Daphne is such a driven lady on a mission, combining her scientific inquisitive mind with the impact of technology upon everyday life. She loves blogging, surfing, hiking, trail running and also - public speaking. In this episode, you will hear aboutDaphne's story - from science to customer successCareer lessonsDaphne's advice for aspiring leaders:Get serious about your career - don't let it happen to youDon't quit wh...
2020-10-1535 min
Women in Customer Success Podcast13 - How to Practice Empathy - Samma HafeezText us your questions and thoughts!In this conversation with Samma Hafeez, Senior Director at Insight Partners, we're tackling the topic of empathy in customer success. Samma is sharing her views on empathy, what it is and what are some practical tools to help you practice empathy with clients. And....Samma is also sharing her career story and tips on navigating bro culture and making yourself invaluable to your team.One of my favourite learning from the conversation: "Being empathetic is showing up, actively listening, taking notes, asking open-ended questions, giving clients...
2020-10-0728 min
Women in Customer Success Podcast12 - How to Create a Purposeful Personal Brand - Cybele SafadiText us your questions and thoughts!In today’s episode, I am talking to Cybele Safadi, Customer Experience Team Lead at Betterment. She is also a coach - helping people connect with themselves, so they may learn how to show up authentically and deliver quality work proudly. Cybele describes herself as a highly sensitive person and we explored what it means and how it manifests in the workplace. In this episode, Cybele is teaching us how to develop your authentic online voice and present your personal brand. One of my favourite le...
2020-09-3030 min