Shows
Workplace Innovator Podcast | Enhancing Your Employee Experience | Facility Management | CRE | Digital Workplace TechnologyEp. 424: "Leaning In" – Embracing Change, Leading with Courage, and Enabling Workplace Innovation with Kaveh Rostampor of PlanhatKaveh Rostampor is CEO & Co-founder of Planhat where his passionate about building a customer platform where commercial teams work better. Mike Petrusky asks Kaveh why he believes that leading people in our age of rapid change and workplace innovation requires embracing AI and automation to eliminate repetitive work and make them more effective. He frames the future as an "automated enterprise," where technology brings together scattered commercial data and workflows so teams can focus on higher-value decisions and customer relationships. Rather than viewing new tools as a threat, Kaveh says employees should learn how to use them to amplify...
2026-10-2023 min
SaaS TherapyHow AI and Organizational Alignment Drive SaaS Growth with Victor IvarssonSummaryIn this engaging conversation, Todd Kirk and Casey Trujillo interview Victor Ivarsson, VP of IT and Telco at Planhat, exploring innovative approaches to SaaS pricing, customer success, and organizational alignment. They delve into outcome-based pricing, the role of AI, and strategies for maximizing customer retention and expansion.Chapters00:00 Introduction to Victor Ivarsson and Planhat02:18 The Future of Pricing Models: Is Seat-Based Pricing Dead?04:22 AI and Outcome-Based Pricing: Challenges and Opportunities06:20 Understanding Customer Success and SaaS Dynamics14:15 Ownership of Renewals: Sales vs...
2026-06-1745 min
The Chief Customer Officer PodcastEP011: Team-Wide AI AdoptionJay Nathan and Jeff Breunsbach break down what 50+ CS leaders are actually doing with AI — and what most teams are still getting wrong. Jeff shares fresh takeaways from a Planhat-organized event in Boston, and Jay goes deep on the Claude skills his team has built to scale coaching, standardize deliverables, and rethink how prep calls even work. No hype, just real strategies in the field.KEY TAKEAWAYSWe're still in early adopter territory: Jeff attended an event with 60 CS leaders and walked away realizing that even among leaders wh...
2026-04-0241 minThe Chief Customer Officer PodcastEP008: Cut Your Own Prices Before Someone Else DoesNo guest this week — just Jay and Jeff getting into the weeds on what they're actually building with AI right now. From Block's layoffs (and why AI is mostly "air cover" for over-hiring) to MCPs, deal staging from call transcripts, and creating hundreds of renewal records in a single afternoon — this one is all about practitioners doing the work, not just talking about it.KEY TAKEAWAYSAI layoffs are mostly "air cover": The Block cuts are less about AI replacing workers and more about correcting COVID-era over-hiring. Companies are using AI a...
2026-03-0539 min
SaaS Scaling SecretsWhy Ignoring Everyone is the Key to Success with Kaveh Rostampor, CEO of PlanhatHost Dan Balcauski speaks with Kaveh Rostampor, CEO and co-founder of Planhat, a customer platform designed to help businesses acquire, grow, service, and retain customers. Kaveh shares insights from his journey in scaling Planhat, emphasizing the importance of bootstrapping, maintaining a clean cap table, and creating an expectation document to ensure employees' success. He also discusses the impact of martial arts on his business approach, the benefits of raising investment capital, and strategies for building and retaining a high-performing team. The episode provides valuable lessons for SaaS entrepreneurs on balancing growth with long-term value creation.01:05 Meet Kaveh...
2025-09-1636 min
The Customer Success Pro PodcastThe Anti Check-In: How to CSM on a Daily Basis to Drive Value and Expansion with Melanie FayeIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Melanie Fay, an enterprise Customer Success Manager at Goldcast. Melanie shares her experiences managing a large book of business, the importance of delivering value in customer interactions, and strategies for understanding customer goals and outcomes. The conversation emphasizes the need for CSMs to adapt their approaches to meet the evolving needs of customers and to provide meaningful engagement beyond traditional check-in calls. In this conversation, the speakers delve into the evolving landscape of customer success, emphasizing the importance of understanding customer needs, effective engagement strategies...
2025-04-0252 min
The Customer Success Pro PodcastHow to Scale a Customer Success Team Without Losing Customer Value with Saahil KarkeraIn this episode, Anika Zubair discusses the challenges of scaling customer success teams without losing sight of customer value with guest Saahil Karkera. They explore the importance of understanding customer value, the need for continuous engagement with customers, and the significance of personal relationships in customer success. Sahil shares insights from his experience in scaling CS teams in SaaS companies and emphasizes the need for ongoing conversations to define and deliver value effectively. In this conversation, we explore the intricacies of customer success management, focusing on strategies for effective engagement, the balance between hiring and optimizing processes, and the...
2025-03-0549 min
The Customer Success Pro PodcastThe Power of Data Driven Decision Making in Customer Success with Guy RahamimBeing a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.Enter the Planhat Giveway to win an all expense trip to Planhat Open: www.planhat.com/giveawayIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Guy Rahamim, a Senior Manager of Customer Success at Linear B. They discuss Guy's unique journey from studying dentistry to thriving in customer success, the innovative strategies he employs...
2025-02-1248 min
The Growth Workshop PodcastEpisode 8 Review - Client-Centric SaaS: How to Scale, with Chris RegesterWe review our conversation with Chris Regester, CCO of PlanHat, who shared his story of an early-stage startup transforming into a successful global SaaS business. He shared the importance of identifying and nurturing talent, and the power of a client-centric approach in building and scaling a software company. Chris discussed PlanHat's unique focus on post-sale customer management and how bootstrapping shaped their business culture. The conversation offers practical advice on creating value, maintaining profitability, and the critical role of customer objectives in driving business growth.
2024-09-1604 minThe Growth Workshop PodcastEpisode 8 - Client-Centric SaaS – How to Scale, with Chris RegesterChris Regester, CCO of PlanHat, shares his story of an early-stage startup transforming into a successful global SaaS business. He shares the importance of identifying and nurturing talent, and the power of a client-centric approach in building and scaling a software company. Chris discusses PlanHat's unique focus on post-sale customer management and how bootstrapping shaped their business culture. The conversation offers practical advice on creating value, maintaining profitability, and the critical role of customer objectives in driving business growth.
2024-08-3046 min
The SaaS Podcast: How B2B SaaS & AI Founders Get CustomersSaaS Retention: 8-Figures on Just 2 ChannelsKaveh Rostampor bootstrapped a SaaS retention platform for six years, grew it to eight figures in ARR, then raised $50 million - and still hasn't spent it. Learn how Planhat used just two growth channels to reach 8-figure ARR and why SaaS retention became the foundation of their entire business.
Kaveh reveals how paid ads targeting department heads with outcome-based messaging about reducing churn combined with direct cold calling drove all of Planhat's growth. You'll learn why a customer success platform must practice SaaS retention internally, how localized sales teams close more deals, and why two channels beat...
2024-06-2043 min
Dimmo's 10 Minute Tech PitchEp. 010 - Planhat - Retain and Grow Customer RevenueOn this episode, Sarah Brazier chats with Thomas Smeallie, Regional Director at Planhat, a Customer Success Platform that helps retain and grow customer revenue
You'll learn why Planhat was created, the types of companies that use their solution, challenges they solve for, and how they're different.
2024-03-2008 min
The Customer Success ChannelA special episode: Big thanks to Anika, and a cheerful hello to Malin!This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast.The exciting news is that we're welcoming our very own, Malin Skoglund, VP of Customer Success Americas, who will be stepping in as the new host. Listen to the full episode now and learn more about the future of our podcast.Podcast enquiries: sofia@planhat.com
2024-02-2130 min
The Customer Success ChannelBrandon Ramsey, Head of CS at OnsiteIQ - Customer success is not salesIn this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales. Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure your CS department? Why should CS not be seen as a mere extension of sales? And how can you persuade senior leadership that CS should...
2024-01-3137 min
The Customer Success ChannelSue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024In this episode, our host Anika Zubair chats with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success. As we approach the end of the year, it's crucial to begin strategizing for customer success in 2024. Despite the hurdles we've encountered recently, we must now pave the way for a successful year ahead. So, what should be the key focus areas for customer success in 2024? And how can we strike the perfect balance between customer ROI and fostering business growth?
2023-12-1543 min
CHURN FME221 | Product + Success: The Winning Duo for Customer Success with Tatyana MamutToday on the show we have Tatyana Mamut, a serial entrepreneur with an extensive background at Amazon, Salesforce, Nextdoor, and IDEO.In this episode, Tatyana shares her insights into effective collaboration between product management and customer success teams. Drawing from her diverse experiences, we explore how she fostered a unified vision at Amazon, enhanced CRM effectiveness at Salesforce, leveraged community feedback at Nextdoor, and applied design thinking principles from IDEO to align product and customer goals. This comprehensive discussion provides a deeper understanding of the synergies necessary for customer-centric product development.As...
2023-11-2243 min
The Customer Success ChannelMaranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CSIn this episode, our host Anika Zubair chats with Maranda Dziekonski, Senior VP of Customer Success at Datasembly about the importance of viewing customer success as a revenue generator rather than a cost center.The field of customer success (CS) has been through a whirlwind of changes this year due to the global economy. As we near the end of 2023 and start planning for 2024, sustainability and revenue have become top priorities for every CS department. But why is revenue such a vital piece...
2023-11-1636 min
CHURN FME219 | Wolf-Mode Activated: Planhat's CCO Unveils Their Secret to Driving Exceptional Customer OutcomesToday on the show we have Chris Regester, the Chief Customer Officer of Planhat.In this episode, Chris shares his extensive wisdom on the growth journey of a successful SaaS company and the critical role of recruitment in scaling businesses. We then delve into the concept of "wolf-mode" customer success, highlighting an aggressive approach to customer objectives and the significance of seasoned expertise within the team. We wrapped up by discussing current trends in the customer success industry, like the shift toward efficiency and CS accountability in revenue growth.As usual, I...
2023-11-0840 min
The Customer Success ChannelChris Regester, CCO at Planhat - Delivering customer outcomes with a value frameworkIn this episode, our host Anika Zubair chats with Chris Regester, Chief Customer Office at Planhat about how to deliver customer outcomes through a value framework. Achieving customer success is a long-term endeavor that demands ongoing dedication and collaboration with our clients. A solid foundation is provided by a company value framework, guiding businesses on this journey. So, how can we consistently deliver lasting customer value through a value framework embraced by the entire organization? And what are the initial steps to building...
2023-10-1841 min
CSM Practice - The Customer Success PodcastWinning The Customer Success Manager of the Year 🏆Send us a textIn this podcast episode, we explore the world of Customer Success Management with Gurprem Sagoo, who was honored as the Customer Success Manager of the Year at the 2022 EMEA Customer Success Excellence Awards in London. With over 8 years of experience in the SaaS industry as a Customer Success Manager at Planhat, Gurprem shares his journey and insights into achieving this prestigious recognition.Join us as she delves into the story behind Gurprem's success and the challenges he faced along the way. The conversation covers a range of topics, including:The...
2023-09-2932 min
The Customer Success ChannelDan Ennis, Scale Team Manager at Monday.com - The art of scaling Customer SuccessIn this episode, our host Anika Zubair chats with Daniel Ennis, Scale Team Manager at Monday.com about scaled customer success and explores its significance in today's ever-evolving business landscape. Customer success at scale has been a longstanding practice, but it has gained even greater significance in the current economy. So, what are the initial steps to consider when establishing a scaled CS team? How can we strike the perfect balance between automated interactions and maintaining a genuine human connection with customers? And...
2023-09-2052 min
Customer Success Talks: Real Challenges, Experts' AdviceFrom Rookie to Pro: Making the Most of Your First 3 Months as a CSM | Bhumika Arora & Lara JavalynIn the fast-paced world of Customer Success, the initial months of a CSM role can be both exhilarating and overwhelming. How does one strike the right balance between learning and demonstrating immediate impact? How can a new CSM ensure they're on the right path to long-term success?
In this episode, we're joined by two seasoned professionals: Bhumika Arora, a customer success career coach with a proven track record in various CS roles, and Lara Javalyn, who brings a rich tapestry of diverse experiences to her current role as a Senior Account Manager.
Together, they unpack:
2023-08-2940 min
The Customer Success ChannelTulasi Ryali, Senior CSM at Siemens - How to become the best CSM of the yearIn this episode, our host Anika Zubair chats with Tulasi Ryali, CSM of the Year by Customer Success Excellence about how to help your customer reach their business goals through value creation.Being a Customer Success Manager (CSM) requires great multitasking skills and adaptability. You need excellent communication skills, outstanding problem-solving abilities and a remarkable understanding of customers. So, who holds the title of the "Best CSM of the Year" and how can you join their league?Podcast enquiries: sofia@planhat...
2023-08-2335 min
The Customer Success ChannelShannon Nishi, Director of CS at Customer.io - Sustainable growth in Customer SuccessIn this episode, our host Anika Zubair chats with Shannon Nishi, Director of Customer Success at Customer.io about sustainable growth in Customer Success.Times are tough and the “big hiring days” when scaling a SaaS business are long gone. In today’s economy, you have to think about sustainable growth rather than growth at all costs. So, how do you do that in Customer Success? How do you ensure your CSMs are strategic and not just support? And how do you measure sustai...
2023-07-1338 min
The Customer Success ChannelDeclan Ivory, VP of CS at Intercom - AI and the new age of customer supportIn this episode, our host Anika Zubair chats with Declan Ivory, VP of Customer Support at Intercom about how AI is transforming the customer support department. The future of customer support departments is rapidly approaching. So, what changes can we expect in 2023 and beyond? What skills will support agents need to keep up? And what key performance indicators should we be tracking when proactive support becomes the norm?Podcast enquiries: sofia@planhat.com
2023-06-2646 min
The Customer Success ChannelJan Young, Principal Consultant for The Success League - AI in Customer SuccessIn this episode, our host Anika Zubair chats with Jan Young, Principal Consultant for The Success League about AI and it’s effect on Customer Success. ChatGPT has taken the world by storm and we are now all wondering how it will transform the Customer Success (CS) industry. For example, how will AI change the role of a CSM or will it even take CS jobs away? How can it help with customer retention? And what positive/ negative effects will it potentially have?
2023-05-1945 min
The Customer Success ChannelCarly Agar, Founder and CEO at CarlyAgar - Laid off in CS, what to do next?In this episode, our host Anika Zubair chats with Carly Agar, Founder and CEO at CarlyAgar about landing a customer success job in 2023. As the tech industry experiences a wave of layoffs, the job market is flooded with talented professionals seeking their next customer success opportunity. So, what should you do if you have been laid off? And how do you prep for interviews and find the right next company? Podcast enquiries: sofia@planhat.com
2023-04-1848 min
The Customer Success ChannelJay Nathan, EVP and CCO at Higher Logic - How to manage churn in turbulent timesIn this episode, our host Anika Zubair chats with Jay Nathan, EVP and CCO at Higher Logic about how to manage churn in turbulent times. If you’re currently looking for strategies to prevent and reduce customer churn - you’re not alone. With the gloomy outlook for the world economy, companies are preparing for the effects of an economic downturn. Hence increased focus on churn and how to handle it. But how do you decrease the risk of churn? How do you show...
2023-03-2240 min
Inspiring LegalEpisode 20: Scaling Legal in a fast-growing SaaS company with Eva Mobacker"Get to know the product and understand our unique selling points" - Today we're joined in the studio by Eva Mobacker, VP of Legal at Planhat. Listen in as she and Openli CEO Stine Tornmark discuss the ins and outs of scaling the legal clockwork at a (fast) growing company. Thank you for listening to Inspiring Legal.Full episode transcript:[00:00 - 00:16] Welcome to Inspiring Legal, the podcast for in-house legal. Get insights, learn from peers, life lessons from some of the most influential GCs. [00:16 - 00:35] If it's related to in-house legal, we co...
2023-03-2130 min
The Customer Success ChannelJulie Raeder, CS Coach at Dooly - Transition into Customer SuccessIn this episode, our host Anika Zubair chats with Julie Reader, Customer Success Coach at Dooly about landing your first CS role without any SaaS experience. Taking the first step into your customer success (CS) career is something we all have to do once. But how do you apply for your first CS role without having any SaaS experience? And what are some of the transferrable skills you can bring from your previous role?Podcast enquiries: sofia@planhat.com
2023-02-2236 min
The Customer Success ChannelJennifer Yorke, CCO at Omertria - Customer Success in a recessionIn this episode, our host Anika Zubair chats with Jennifer Yorke, Chief Customer Officer at Omertria about how to ensure the success of your CS department during a recession.With the recession looming, there are many things a CS leader has to consider in order to ensure that the customer success department is still thriving. For example, how are you able to keep your team focused on the success of their customers during such turbulent times? And how can you do more with...
2023-01-2546 min
Don't Blame the CRM#10 What SaaS Metrics Matter Most for Investors | Maxine Rior, NorthzoneMaxine Rior, VC at Northzone, joined Mikko Honkanen, Vainu co-founder, and Kaveh Rostampor, co-founder of Planhat, for a fireside chat to talk about what metrics matter most for investors and how to think about valuation as markets are changing.Maxine Rior is part of the investment team at Northzone, covering the Nordic and French-speaking markets across a wide range of sectors.This episode is a live event recording from a pre-SLUSH meet-up for SaaS professionals hosted by Planhat and Vainu at the Vainu HQ Helsinki on 16 November 2022.
2022-12-2718 min
The SaaSiest Podcast60. Erik Holm, CFO, Planhat - Bootstrapping to VC funded, when is the timing right for this transition?In this episode we speak with, Erik Holm, CPO, Planhat, the customer platform built to give insights, manage workflow and drive customer experience.
We talk with Erik about the timing to go from bootstrapped to VC funded, specifically about:
- What made you decide to take in VC money - which were the main trigger points
- What was most difficult in the transition from Bootstrapped to VC funded
- How does this change your business, internally as well as externally
- What are the pros vs cons of being bootstrapped vs VC...
2022-12-2235 minThe SaaSiest Podcast60. Erik Holm, CFO, Planhat - Bootstrapping to VC funded, when is the timing right for this transition?In this episode we speak with, Erik Holm, CPO, Planhat, the customer platform built to give insights, manage workflow and drive customer experience.
We talk with Erik about the timing to go from bootstrapped to VC funded, specifically about:
- What made you decide to take in VC money - which were the main trigger points
- What was most difficult in the transition from Bootstrapped to VC funded
- How does this change your business, internally as well as externally
- What are the pros vs cons of being bootstrapped vs VC...
2022-12-2235 min
The Customer Success ChannelPrashanth Jothi, CSM at HubSpot - A day in the life of a CSMIn this episode, our host Anika Zubair chats with Prashanth Jothi, Customer Success Manager at HubSpot about how to drive customer outcomes based on customer maturity.The life of a Customer Success Manager (CSM) is never a dull one. Everyday you meet fascinating people, change how businesses operate (normally for the better), and even help a few get out of a hole. Sometimes it can even be a rollercoaster of emotions!But how can a CSM make sure they are making t...
2022-12-2035 min
Don't Blame the CRM#9 Why RevOps Is the New Hot Role in B2B SaaS | Mikko Honkanen, VainuIn this episode, Mikko Honkanen, co-founder of Vainu, shares his findings from the 50+ interviews he has had with RevOps leaders, e.g., why RevOps matters as a buying center, why is RevOps the new hot role in B2B SaaS, and the biggest learnings and pitfalls in the RevOps role.This episode is a live event recording from a pre-SLUSH meet-up for SaaS professionals hosted by Planhat and Vainu at the Vainu HQ Helsinki on 16 November 2022.
2022-12-2012 min
Don't Blame the CRM#5 Five Tips for Nordic Startups Wanting to Break Into the US | Kaveh Rostampor, PlanhatIn this episode, you can listen to one of Nordic’s most experienced SaaS leaders, Kaveh Rostampor, co-founder of Planhat, discuss how you can enter the US market as a Nordic SaaS company. Where should you begin? What are the pitfalls? And what are the five crucial steps that will set you up for long-term success? Kaveh has 15+ years of experience building global software companies as an operator and board member.This episode is a live event recording from a pre-SLUSH meet-up for SaaS professionals hosted by Planhat and Vainu at the Vainu HQ Helsinki on 16 November 2022.
2022-11-2926 min
The Customer Success ChannelGemma Cipriani-Espineira, CCO at Chili Piper - CCO Metrics: How to convince the C-SuiteIn this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about what metrics are important and how to report them correctly. Metrics are critical in customer success – especially when reporting to the leadership team. But often SaaS businesses are unsure on how and what to report. For example, when it comes to customer success, what does leadership want to know? And what are the metrics that really matter?Podcast enquiries: sofia@planhat.com
2022-11-2244 min
The Customer Success ChannelClaire O'Regan, Director of CS at Juro - How to drive time to value for customers in only 14 daysIn this episode, our host Anika Zubair chats with Claire O'Regan, Director of Customer Success at Juro about how to drive time to value (TTV) for customers in only 14 days.Getting a quick return on investment (ROI) from new software is essential. But how long should it take for a new customer to start seeing value? And is it actually possible to get customers up and running in just two weeks?Podcast enquiries: sofia@planhat.com
2022-10-2540 min
The Customer Success ChannelMarkus Rentsch, CEO at Remark-able - How to grow CS while focusing on customer outcomesIn this episode, our host Anika Zubair chats with Markus Rentsch, CEO at Remark-able about how to grow customer success while focusing on customer outcomes. Many companies talk about customer-led growth and customer-focused business plans. But what does that actually mean? For example, how do you measure customer outcomes and what is the limitation of those metrics?Podcast enquiries: sofia@planhat.com
2022-09-2031 min
CSM Practice - The Customer Success PodcastCustomer Success LIFECYCLE JOURNEY MAPSSend us a textIn this podcast episode, Irit will tell you everything you need to know on how to create a Customer Success Lifecycle Journey Map in your organization. She will discuss what it takes to scale your operations, align expectations with your customers, and why Customer Success Managers need journey maps. It includes a series of documents that clarify when, how, and why different teams in your organization should proactively reach out to a customer. Join Irit Eizips, CCO and CEO of CSM Practice as she talks about Customer Success Lifecycle Journey Mapping, a...
2022-09-0245 min
The Customer Success ChannelIrit Eizips, CCO & CEO at CSM Practice - How to close a renewal with an upsellIn this episode, our host Anika Zubair chats with Irit Eizips, Chief Customer Officer & CEO at CSM Practice about how to close a renewal with an upsell. While gaining new customers is exciting, retaining them is where your SaaS will generate revenue. So, how does your company build the best renewal process? How do you gauge the sentiment of the customer for the renewal? And how should a CSM be compensated?Podcast enquiries: sofia@planhat.com
2022-08-2338 min
The Customer Success ChannelPat Phelan, CCO at GoCardless - Charging for Customer SuccessIn this episode, our host Anika Zubair chats with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success.To charge for customer success or not to charge is the question many SaaS companies are currently asking themselves. It can be tricky to know whether or not it should be a part of the cost of goods sold or if it should be charged for as a premium service. So, how can companies start to charge for success? And what are...
2022-07-1344 min
The Customer Success ChannelMarco Carrubba, Director of CS at Microsoft - How to design CS for a mature organizationIn this episode, our host Anika Zubair chats with Marco Carrubba, Director of Customer Success at Microsoft about how to design customer success for a mature organization. An enterprise software company has plenty of functions fighting for priority. But growing your existing customers is just as important - or even more important - at large-scale organizations as at SMBs. So how do you ensure CS is seen as a crucial business function in an enterprise environment? And how do you handle internal change...
2022-06-1740 min
Trust Me, I'm a CSMA Brief History of Customer Success (and its future)Valerio and I welcome Christian Jakenfelds to the show. Christian has a rich background in customer success, his tenure includes such companies as Tessian, and he is now at Planhat, fully immersed in all things CS.We speak to Christian about key trends and some data points in customer success, as well as tackling thorny issues such as "What do you do when what your customer wants doesn't fit the CS model and metrics you are working towards?"Tune in to find out more!
2022-06-1136 min
The Customer Success ChannelMarija Skobe-Pilley, Head of CS (EMEA) at Clickup - How to expand CS in EMEAIn this episode, our host Anika Zubair chats with Marija Skobe-Pilley, Head of Customer Success (EMEA) at Clickup about leading a CS team in EMEA and working with EMEA customers.Leading a CS team in EMEA and working with EMEA customers can be quite different from other parts of the world. So, how does local culture play into expanding your CS operations? How do you strategize globally but execute locally? And what sort of CS strategy works best in EMEA? Podcast...
2022-05-1838 min
Market-to-Revenue🤯 Daniel Cmejla: Chili Piper, Director of Partnerships, Community & Social MediaMarket through your customers. A bad-ass, true social media presence. Your customers are on social? You're on social. Fire your social media consultant and stop producing super basic boring stuff. Nobody wants that corporate version of you. They want an authentic version of you. Invest in community. Dark funnel. Customer referrals and user-generated content. Theory of leverage. Self-determination theory. Emotional withdrawals and deposits. Building a customer advisory board. Read Robert Cialdini's book, Influence.Here’s what Arthur Castillo said about Dan:High leverage principles. I was taught this by my manager, Dan, as I...
2022-05-1028 min
The Customer Success ChannelBill Cushard, General Manager at Dragonboat - The role of Customer Education in CSIn this episode, our host Anika Zubair chats with Bill Cushard, General Manager at Dragonboat about everything you need to know about customer education.At some point as your business grows your CSMs are not going to have the capacity to continue to educate your customers individually. So, when should a SaaS company start adding customer education into its business? How do you use customer education to grow customers, gain new prospects and educate your market? And what are the KPIs and data...
2022-04-2043 min
Gain Grow RetainMetrics, Metrics, MetricsJeff is joined by Christian Jakenfelds from Planhat, a customer success platform. Jeff and Christian give a preview of a webinar that they co-hosted around metrics - how teams can move from leading to lagging indicators.
If you want to download the full webinar, check it out here. Special thanks to Higher Logic Vanilla and Planhat for sponsoring this episode of Gain Grow Retain.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mis...
2022-04-121h 01
The Customer Success ChannelHarini Gokul, Head of Customer Success at AWS - Moving from defense to offense in CSIn this episode, our host Anika Zubair chats with Harini Gokul, Head of Customer Success at AWS about her experience of shaping and building CS as a value realization.Shifting from defense to offense in Customer Success is not a simple task. But to help your customers achieve their business goals, you need to have a proactive mindset and not a reactive to-do-list. So, how do you make a move and find the time to focus on the offensive? And what are some...
2022-03-1731 min
The Customer Success ChannelErika Villarreal, Senior CSM at Condeco - How to build your personal brand in CSIn this episode, our host Anika Zubair chats with Erika Villarreal, Senior Customer Success Manager at Condeco about how to build your personal brand in Customer Success and how your personal brand can land your dream job. Landing your Customer Success dream job is far from being a simple task. It is a competitive industry and you need to find a way to stand out from the crowd - and that’s where your personal brand comes in. When done right, personal branding is...
2022-02-2839 min
The Customer Success ChannelMatt Myszkowski, VP of CE (EMEIA) at Cision - Mental health in CS: It's ok not to be ok!In this episode, our host Anika Zubair chats with Matt Myszkowski, VP of Customer Experience for EMEIA at Cision about why mental health should be prioritized in Customer Success. Mental health might still be a taboo topic in your Customer Success department, but we are here to help you change that. So, what are some of the first steps a CSM or a CS leader can take in making sure that mental health is prioritized at their workplace and that it is actually “ok...
2022-01-1942 min
The Customer Success ChannelVijay Mehrotra, Professor at the University of San Francisco - The world's first university degree in Customer SuccessIn this episode, our host Anika Zubair chats with Vijay Mehrotra, Professor of Business Analytics and Information Systems at the University of San Francisco about what tomorrow's CS leaders are being taught. Just a few years ago, Customer Success was still an emerging profession and barely mentioned at university. Many of us have ended up in the industry through a different career path, such as sales, marketing, or product. So, how did CS go from being unknown to being taught as one of...
2021-12-2138 min
The Customer Success ChannelAndrew Marks, Co-Founder of SuccessHACKER - How to build effective health scoresIn this episode, our host Anika Zubair chats with Andrew Marks, Co-Founder of SuccessHACKER, about how to build effective health scores. Today, most businesses are adopting some level of health scoring in order to track if their customers are healthy or not. So, what are some of the basic metrics that you need to put in place to understand health scoring? And when should a SaaS company consider building out a health score?Check out SuccessHACKER: https://www.successhacker.co/...
2021-11-1738 min
The Customer Success ChannelDavid Jackson, CS Coach, Author and CEO at TheCustomer.Co - Think People, not CustomersIn this episode, our host Anika Zubair chats with David Jackson, CS Coach, Author and CEO at TheCustomer.Co, about why we should focus on people, not customers. In the early days for SaaS companies, we tend to focus on sales and product led growth as we are trying to find some sort of proof of concept of a product. So, when should a SaaS company really shift to customer led growth? And why should customer success focus on people and not necessarily...
2021-10-1233 min
The Customer Success ChannelJeff Heckler, Director of CS Solutions at MarketSource - Scaling CS teams and CS ModelsIn this episode, our host Anika Zubair chats with Jeff Heckler, Director of CS Solutions at MarketSource (former Global Head of CS at Pipedrive) about scaling CS teams and CS models.Scaling Customer Success in (any) organization is not a simple task. It requires the right combination of technology, people, and processes to hit the mark. For example, how do you manage to keep up with rocketship growth and make sure you have a team and process around this to scale effectively?
2021-09-0735 min
The Customer Success ChannelJennifer Cramer, VP of Customer Success at Planhat - Is all churn bad?In this episode, our host Anika Zubair chats with Jennifer Cramer, VP of Customer Success at Planhat about "is all churn bad"?Every SaaS business is fearing churn. It is also one of the most important metrics to be tracking for all Customer Success teams. But maybe not all churn is bad? For example, should it be okay to let go of bad fit customers? And when should a SaaS or tech company start monitoring and measuring churn?Podcast enquiries: sofia@planhat.com
2021-08-1040 min
The Customer Success ChannelEmily Garza, AVP of Customer Success at Fastly - CS responsibility for revenueIn this episode, our host Anika Zubair chats with Emily Garza, AVP of Customer Success at Fastly about CS responsibility for revenue. Customer Success responsibility for revenue is a hot topic and highly debated in the CS world. So, should a CSM hold a revenue target? Should CSMs be compensated like we do in sales? And should we really be charging for CS or should it be baked into the cost of goods sold? Podcast enquiries: sofia@planhat.com
2021-07-0139 min
The Customer Success ChannelWayne McCulloch, Global Head of CS (SaaS) at Google Cloud - The taboos of Customer SuccessIn this episode, our host Anika Zubair chats with Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud, about the taboos of Customer Success. The function of Customer Success is still maturing, and most companies are currently evolving and growing their CS departments. That being said, there are all these unanswered questions that people don’t really mention or avoid. For example, is it okay to charge for CS, who should own the customer feedback loop, and should the CSM hold a revenue number?
2021-06-1049 min
CSMs & Co#23 Créer un score de santé pertinent et des playbooks efficaces, avec Benoit Parra, Head of France chez PlanhatDans ce nouvel épisode, j'ai eu le plaisir d'échanger avec Benoit, qui travaille pour une solution dédiées aux Customer Success déjà mentionnée à plusieurs reprises dans le podcast : Planhat.
Du coup, j'en ai profité pour faire le point avec lui sur l'un des aspects principaux de ce type de plateformes : le score de santé. Que mettre dans ce score ? comment l'utiliser ? comment le mettre en place ? Et qui dit score de santé dit action, et pour cela les playbooks sont souvent bien utiles ! C'est pourquoi nous avons aussi passé...
2021-05-1837 min
The Customer Success ChannelEmmanuel Malanda, Global Head of CS at Calypso - Data Driven Workflows & Scaling CS OperationsIn this episode, our host Anika Zubair chats with the inspiring Emmanuel Malanda, Global Head of Customer Success at Calypso, about data driven workflows and scaling CS Operations. As your Customer Success team grows, there comes a point when your CSMs are spending more time doing some of the administrative work rather than focusing solely on what drives value to your customers. So, how do you build effective CS workflows to help save CSMs time and optimize their processes both internally and externally? And how can a...
2021-05-1137 min
The Customer Success ChannelElisabeth Courland, Digital CSM at Talentsoft - Data Driven Customer Journey in Digital CSIn this episode, our host Anika Zubair chats with the inspiring Elisabeth Courland, Digital CSM at Talentsoft, about data driven customer journeys in digital CS.Data is undoubtedly crucial in customer success management, as it enables you to have data driven insights, provide analytics, and any upsell opportunities. So, how do you integrate this data into your customer journey to optimize the process, track sales activities, and ultimately fuel growth?Podcast enquiries: sofia@planhat.com
2021-04-1230 min
The Customer Success ChannelKristi Faltorusso, VP of Customer Success at IntelliShift - Switching from reactive to proactive CSIn this episode, our host Anika Zubair chats with the inspiring Kristi Faltorusso, VP of Customer Success at IntelliShift, on switching from a reactive to proactive CS.When establishing their CS team, many organizations start with a reactive business strategy, responding to unanticipated issues only after it occurs. Shifting the mindset to a proactive strategy can enable the team to anticipate those issues, therefore eliminating the problems before they appear. So, how do you make that shift from firefighting churn to a lean and mean proactive CS...
2021-03-1039 min
The Customer Success ChannelKellie Lucas, CS Author & Coach - Customer feedback, turning feedback into insightsIn this episode, our host Anika Zubair chats with Kellie Lucas, author and coach, on how to turn customer feedback into insights.Gathering customer feedback is an important part of the CS journey, not only can it provide valuable insights but can help maintain relationships with customers. But once you’ve collected this information, what do you do with it and how do you make it actionable?Podcast enquiries: sofia@planhat.com
2021-02-1042 min
The Customer Success ChannelRay Rauch, VP of Customer Success at Concord - Evolution of the CSMIn this episode, our host Anika Zubair chats with Ray Rauch, VP of Customer Success at Concord, about the evolution of the CSM.Customer success has been a discipline for over 10 years now and what started out as a proactive account management position has now evolved. Companies have teams, including customer marketing, account executives and product managers who work directly with CS to deliver a customer first product roadmap. CS has now become the heart of most SaaS organizations and the role of...
2021-01-1132 min
The Customer Success ChannelAlex Farmer, VP of Customer Success at Cognite - Building a customer advocacy programIn this episode, our host Anika Zubair chats with Alex Farmer, VP of Customer Success at Cognite, about building customer advocacy programs.Creating strong customer advocates is something that every customer success professional strives for with their customer base. But what makes a good customer become an advocate? Is it how much of your product they use? A positive survey feedback? or them becoming a reference? Not only is it difficult to define a customer advocate but it also difficult to transform your...
2020-11-3045 min
The Customer Success ChannelFran Beckley, Head of Client Services at SourceBreaker - Keeping CSMs engaged at work and career developmentIn this episode, our host Anika Zubair chats with Fran Beckley, Head of Client Services at SourceBreaker, about keeping CSMs engaged at work and career development.Remote working has become part of the new “normal” and being distant from your team can make it hard to gage what your CSMs are doing, how much they enjoy the job and any issues they may be facing. So, how do you ensure that your CSM team is engaged and what avenues are in place for thei...
2020-11-0440 min
The Customer Success ChannelGeorge C. Huang, Director of Customer Experience & Success at Remo - How to go from $0 to $5m in SaaS revenue within a span of 3 months without any VC fundingIn this episode, our host Anika Zubair chats with George C. Huang, Director of Customer Experience & Success at Remo, a tech startup behind Remo Conference, an interactive videoconferencing platform for creating interactive online experiences that rival live, in-person events.A large part of Remos’ success is directly related to Customer Success and their customer experience. They have scaled and grown their business but specifically their Customer Success organization over the last 3 months. We discuss how focusing on Customer Success from the beginning can le...
2020-10-0141 min
The Customer Success ChannelChris Jones, Director of CS, EMEA at Enboarder - Remote Customer OnboardingIn this Podcast our host Anika Zubair chats with Chris Jones, Director of Customer Success at Enboarder, an experience driven onboarding platform, about Remote Customer Onboarding. Chris has worked in Customer Success for 6 years, having worked with both small to medium sized businesses, through to global corporations rolling out SaaS solutions. Chris has been involved in developing a Customer Success team at LinkedIn, as well as building and growing a team in the fast growing startup that is...
2020-09-0241 min
The Customer Success ChannelNabil Dabbagh, Head of CS at DeepCrawl - Restructuring a Customer Success OrganisationOur host Anika Zubair chats with Nabil Dabbagh, Head of Customer Success at DeepCrawl, an SEO solution that bridges the gap between marketing and engineering departments by ensuring your website's code is Search Engine-friendly. He has been a part of the growth and scaling up of the Customer Success department at DeepCrawl for over 4 years and has a wealth of information to share, discussing how to structure and restructure your Customer Success organization to fit your growing business needs.
2020-08-0640 min
The Customer Success ChannelAnna Poorna, Head of Community at Freshworks - How to build a Customer Success CommunityOur host Anika Zubair speaks with Anna Poorna, Head of Community at Freshworks, the customer engagement software company that enables organisations of all sizes to deliver better experiences. A true customer advocate at heart, Anna has 8+ years of experience in Customer Success and Marketing and in her previous roles helped run and scale the Customer Success teams for the EMEA market at Freshworks.Anna has been building up a customer community for years and has held positions like CSM, CS lead and for the last year she has been working on building out a customer community at Freshworks. We...
2020-07-0939 min
The Customer Success ChannelLauren Cumming, Head of CS at Fixflo - Growing Customer Success from a Startup to a ScaleupOur host Anika Zubair speaks with Lauren Cumming, Head of Customer Success at Fixflo, a property maintenance software solution. Having experienced some of the unique challenges that come with working in startup environments and the growth of Fixflo from startup to scaleup, Lauren shares her tips and tricks on managing and scaling a Customer Success team throughout this transition.
2020-06-0344 min
The Customer Success ChannelDan Farley, VP of CS at Seenit - How to make impactful Customer Success changes during COVID-19Our host, Anika Zubair speaks with Dan Farley, VP of Customer Success at Seenit on how to make impactful Customer Success changes during Covid-19.COVID-19 has completely changed the global economy and it is now, more than ever, extremely important for teams to work together. It is especially important that Customer Success teams come together, strive to retain customers and support their customer base. As a business, it is difficult to know what to focus on, as there is no playbook for these events.
2020-05-0753 min
The Customer Success ChannelRav Dhaliwal, VC Investor - How Customer Success Drives Company ValuationOur host, Anika Zubair and now VC investor Rav Dhaliwal talk about how he has scaled Customer Success teams, how Venture Capitalists look at Customer Success strategies of their investments and his views on Customer Success leading indicators such as NPS and CSAT. Prior to becoming a VC, Rav has run Customer Success at Slack in EMEA, and held senior Customer Success positions, managing key processes like Customer Onboarding and expansion at firms such as Zendesk, Microsoft and Salesforce.Customer Success is fast becoming one of the key drivers of company valuations. Having a clear, repeatable customer lifecycle, low...
2020-04-1530 min
The Customer Success ChannelAdrian Beck, Senior Director of CS at Tanium - Scaling a Customer Success OrganisationOur host, Anika Zubair talks to Adrian Beck, Senior Director of Customer Success at Tanium about his experiences growing the Customer Success organisation from 15 people to 70 people in 7 countries over 3 years! As any Customer Success leader knows, recruiting strong CS team members is incredibly challenging. Firstly, CS is fast growing but still a young profession so the pool of experience is small, secondly there are many different forms of Customer Success Management from high touch to pure tech touch and thirdly succeeding at Customer Success requires a broad set of skills. Put simply, it’s hard to succeed at Su...
2020-03-1146 min
The Customer Success ChannelViolaine Yziquel, Director of CS at Box - Managing Customer Success with Third Party VendorsWorking with third party vendors to provide your customers with additional services is beneficial to you and the other vendor involved. It can do a lot from a sales perspective by helping to drive business to you and your partners business more quickly. But in Customer Success we’re all about the relationship post-sales, and there is no reason to drop the ball on the customer relationship and success for either party. The third party vendor relationship can be a challenging one to navigate when it comes to how to handle customers; when is it the third-party’s responsibility to s...
2018-09-2429 min
The Customer Success ChannelPaul Henderson, Founder of Outcome Leaders - How to Focus on Success Driven OutcomesThis week I spoke with Paul Henderson, an author, speaker, consultant and founder of Outcome Leaders on customer success, about his new book that’s coming out. The book is called The Outcome Generation - How a New Generation of Technology Vendors Thrive Through True Customer Success, and it provides advice for companies who want to take their operations to the next level with a customer success mindset in marketing, sales, and customer success by focusing on success outcomes. You can find his book coming out on Amazon, and more info on his site: gen3cs.com.
2018-07-2326 min
The Customer Success ChannelZachary Schulte, from MeetEdgar - Customer Experience & Usability; Essential components of customer successCustomer experience and usability is an essential part of customer success. You first need to make sure that you have a product that is built and working in a way that is for the customer, and is constantly considering how the customer is going to be using it to gain value. If your product loses sight of this, it’s likely it will flop. I spoke with Zachary Schulte, a member of the Customer Experience team at MeetEdgar, and we talked about how his team, the Customer Experience team, is the voice of the customer and working to ensure th...
2018-07-1035 min
The Customer Success ChannelCristina Fonseca, Co-Founder of Talkdesk - How Machine Learning Can Empower Customer Success ManagersThere’s a new buzz word (or phrase really) humming in everyone’s ears...machine learning. We’ve all heard about it or read some articles on what machine learning is trying to accomplish and how it will start to replace the work of humans, as well as how it can help us work smarter and better. And this can cause some worry or confusion for those of us who work in the SaaS industry. What is machine learning capable of today and what do we hope to be able to accomplish with it in the future? What will it’s r...
2018-06-2628 min
The Customer Success ChannelMartin Stenke, Co-Founder at Infunnel - Using Personas and Maturity Scales in Customer SuccessCustomer Success doesn’t always have to be called “customer success” for it to be an integral part of your companies values and responsibilities of each of your team members. At Infunnel - a Swedish marketing automation consultant agency - they don’t have a team with the title “Customer Success,” but their team is incredibly invested in helping their clients reach their full potential and the foundations of customer success are in their DNA.They have developed a customer maturity scale and personas that help them better help their customers reach their desired outcomes, and bring in the right type o...
2018-06-1118 min
The Customer Success ChannelHélène Hagnéré, Director of CS at Planday - How to Close the Customer Feedback LoopHélène Hagnéré is the Director of Customer Success at Planday, and is not only passionate about caring for her team and customers, but also having a process in place to ensure customer feedback gets fed into the company and back to the customer in the best way possible. She spoke with me about the importance of having a process for closing the loop of customer feedback (whether it be from support channels, NPS, a conversation, etc.), and provides some advice and the ways she has gone about implementing it at Planday.
2018-05-0828 min
The Customer Success ChannelSue Nabeth, Owner of Success Track Enterprise - Customer Success in EuropeCustomer Success is a field and career path that has been really taking off, particularly in Europe, over the past few years, and that is understandable with all of the new SaaS companies that are establishing themselves all around the world. I got to speak with Sue Nabeth, owner of Success Track Enterprise - a customer success consulting company and one of the co-founders of Customer Success Europe, and pick her brain about her experiences in the business for 7+ years and some of the differences she sees between how customer success is done in the US versus the EU...
2018-04-1628 min
The Customer Success ChannelAmaan Nathoo, Head of Sales at Bonjoro - How Sales & Customer Success Can OverlapBonjoro is all about making the onboarding experience personal by allowing you to send a personalized video message to your customer’s inbox. With a product that is so customer focused it is no surprise that their sales team and process is very customer centric as well. I spoke to one of their Head of Sales, Amaan Nathoo, about how they have a sales team that is heavily overlapping with customer success and why they have chosen to do so. He also give some recommendations, from the perspective of a sales person, about how to make it so that cu...
2018-04-0226 min
The Customer Success ChannelWhat Leaders in Customer Success Look for When HiringListen to what 7 leaders in customer success look for when they are hiring for their customer success team.
2018-03-1917 min
The Customer Success ChannelPatrick Cournoyer, VP of CS at Peakon - Why Focusing on Team and Relationships is Essential in Customer SuccessPatrick was first a customer of Peakon’s before joining their team as VP if Customer Success in 2016. And the experience he had with the company and his customer success manager made him such a fan of the company that he wanted to work with them! The approach he and the CEO of Peakon have taken to customer success is very people first, and they make sure that the relationship between the customer success manager and the customer never feels transactional - it feels like a partnership.
2018-03-0241 min
The Customer Success ChannelDavid Etheredge, CEO and Andy Sutton, Director of User Experience, at SavvyCard - Investing Early in Customer SuccessCEO, David Etheredge, and Director of User Experience, Andy Sutton, at SavvyCard talk about what investing in customer success and user experience early on has done for the growth of their compnay.
2018-02-1932 min
The Customer Success ChannelJonas Stanford, Director of CS at Unbounce - What Data is Important for Customer Success?Jonas Stanford, the Director of Customer Success at Unbounce, talks with us about what data is important to focus on for customer success teams, and how to effectively use that data to influence your customer success strategy.
2018-01-2622 min
The Customer Success ChannelIngmar Zahorsky, Director of CS at ChartMogul - Scaling a Customer Success Team, and moreIngmar Zahorsky, the Director of Customer Success at ChartMogul, discusses some of the challenges to scaling a customer success team, and a startup in general, as well as what he looks for when hiring a new person onto his team. We also touch on some of the ways and types of data that ChartMogul uses to influence their Customer Success strategy.
2018-01-1428 min
The Customer Success ChannelKeri Keeling, Head of Customer Success Enablement & Quality at OracleWith over 22 years of experience, lots of trial and error, and seeing the concept of Customer Success from multiple industries and how it has evolved - Keri has so much insight to offer about CS. It was such a delight getting to speak with, her all the way from Stockholm to Idaho!
2017-12-1725 min
The Customer Success ChannelChristina Kopka, Lead of Customer Success EMEA & APAC at TwilioChristina Kopka, Twilio's Lead of Customer Success in EMEA & APAC goes into what it is like for CSMs at Twilio, how their business model is a bit different from the traditional ones in the SaaS world, and how to be a CSM in a company that requires a bit more technical knowledge than some others.
2017-12-0427 min
The Customer Success ChannelMichael Redbord, VP of Services & Support @ HubspotMichael Redbord discusses Hubspot's journey from having everyone "just do on-boarding," to building out their customer success divison. He also gives his advice on how to handle very vocal custeomers, his view on the importance of the phone, and the difference between happy and successful customers.
2017-10-2333 min
The Customer Success ChannelYves Doucet, CEO of Dovico - Creating a Culture of Customer SuccessAfter chatting away for 15 minutes about being in ketosis and which types of meditation we practice, Yves Doucet and I finally got into talking about him, his company Dovico and what he has done to create a culture of success for not only his customers, but his employees as well.
2017-10-0929 min
The Customer Success ChannelJeff Gardner, Director of CS at Intercom - The Early Days of Intercom & Building a TeamJeff Gardner, the Director of Customer Support & Success at Intercom, was their 4th employee and has been there from the very beginning. He tells about what it was like during the early startup days, and what it was like to build his first team.
2017-09-2525 min
The Customer Success ChannelJonathan Bean, CMO at Mynewsdesk - Marketing, Growth & Customer SuccessJonathan Bean, the CMO of Mynewsdesk, a Swedish start-up Headquartered in the city of Stockholm, spoke with me about what it was like growing the company, what their methods and goals are for customer success, and how all of the teams have to work together for customer to really be successful.
2017-09-1123 min
The Customer Success ChannelTania Kefs, Head of CS at Aircall - Building a Customer Success Division & CSTania Kefs, the Head of Customer Success at Aircall, was their very first employee and is also responsible for building their Customer Success department. She talks about what it was like, what she learned from the mistakes she made early on and what some of the important things are to remember when working in Customer Success.
2017-09-0419 min
The Customer Success ChannelPietari Suvanto, Co-Founder at Vainu - Growth & Customer SuccessCo-founder of Vainu, Pietari Suvanto, talks with us about Vainu's recent and continuous growth and how customer success has played a role in that.
2017-08-2818 min
The Customer Success ChannelDavid Apple, VP of Customer Success @ TypeformDavid Apple, the VP of Customer Success at Typeform, talked with Planhat about what it was like to build the CSM team from the ground up. He talks strategy, processes, and about how much he has learned--and continues to learn--while the team keeps growing.
2017-08-2825 min
The Customer Success ChannelSteve Lucas, CEO of Marketo - Customer Success with PlanhatSteve Lucas, the new CEO of Marketo, talked with us on his 100th day on the job. He talks about why he chose to join the company, what some of his plans are for the coming years, and his thoughts and expertise on customer success.
2017-08-2824 min
The Customer Success ChannelEd Buckley, CEO of Peerfit - Growing a startup & preparing for Series B fundingEd Buckley, the CEO and co-founder of Peerfit, and a friend of mine sat down with me to talk about where his company is at and where they hope to go. We discuss working with enterprise health, breaking through to insurance companies, and preparing for Series B funding! Take a listen, he has a lot of great advice and a fierce passion for what he does.
2017-08-2327 min
The Customer Success ChannelPeter & Kurt Akman from Raxar - Growing a Start-Up & Customer SuccessPeter Akman, CEO & co-founder of Raxar, and his brother Kurt Akman talk about what it is like being a start-up in the enterprise and government sector. They also discuss their plan to focus in on customer success to really grow their business, and their experience so far in the 500 Start-Ups Accelerator program.
2017-04-0522 min