Shows
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. They discuss Melanie's journey in customer success, her transition between various roles, and her innovative approach to customer engagement known as the 'anti-check-in.' 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...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
Driving Demand39 - The Human Edge: Leveraging Soft Skills in an AI-Driven Marketing World (with Jonas Terning, Chief Brand Officer at Oneflow)Jonas Terning is the founder of a B2B marketing agency called Scaale.io. Jonas has an unusual backround as he first worked in the media industry and then joined Planhat to help build their brand.In this episode we talk about:- how big vs. small companies approach their marketing and brand - how AI changes B2B marketing and where- what should b2b companies do now- what AI cannot replace- storytellingđ Join our community of 700+ European B2B Marketers on drivingdemand.carrd.co2024-10-2238 min
WeAreSales, le podcast de la vente crĂ©Ă© par des commerciaux pour des commerciaux#88 ENGAGE PARIS : Il faudra donc toujours avoir un ĂȘtre humain derriĂšre pour manipuler ces donnĂ©esDans cet Ă©pisode du podcast WeAreSales, Pierre-Michel COUTURIER, co-fondateur de Dream Catcher Sales, accueille Valentin LEJOT, Customer Success Advisor chez Planhat et co-fondateur du salon Engage Paris, le premier Ă©vĂ©nement francophone dĂ©diĂ© au Customer Success. Valentin nous raconte la genĂšse dâEngage Paris, un salon crĂ©Ă© pour combler le vide en France autour du mĂ©tier de Customer Success. Il partage les dĂ©fis rencontrĂ©s, notamment le financement, la logistique et la gestion des sponsors, tout en expliquant comment lâĂ©vĂ©nement a Ă©voluĂ© au fil des annĂ©es pour devenir un rendez-vous incontournable pour...2024-10-1501 min
WeAreSales, le podcast de la vente crĂ©Ă© par des commerciaux pour des commerciaux#88 ENGAGE PARIS : tester quelque chose qu'on ne connait pas, sur un temps impartiDans cet Ă©pisode du podcast WeAreSales, Pierre-Michel COUTURIER, co-fondateur de Dream Catcher Sales, accueille Valentin LEJOT, Customer Success Advisor chez Planhat et co-fondateur du salon Engage Paris, le premier Ă©vĂ©nement francophone dĂ©diĂ© au Customer Success. Valentin nous raconte la genĂšse dâEngage Paris, un salon crĂ©Ă© pour combler le vide en France autour du mĂ©tier de Customer Success. Il partage les dĂ©fis rencontrĂ©s, notamment le financement, la logistique et la gestion des sponsors, tout en expliquant comment lâĂ©vĂ©nement a Ă©voluĂ© au fil des annĂ©es pour devenir un rendez-vo...2024-10-1001 min
WeAreSales, le podcast de la vente crĂ©Ă© par des commerciaux pour des commerciaux#88 ENGAGE PARIS : plongĂ©e au coeur du Customer Success Ă la françaiseDans cet Ă©pisode du podcast WeAreSales, Pierre-Michel COUTURIER, co-fondateur de Dream Catcher Sales, accueille Valentin LEJOT, Customer Success Advisor chez Planhat et co-fondateur du salon Engage Paris, le premier Ă©vĂ©nement francophone dĂ©diĂ© au Customer Success. Valentin nous raconte la genĂšse dâEngage Paris, un salon crĂ©Ă© pour combler le vide en France autour du mĂ©tier de Customer Success. Il partage les dĂ©fis rencontrĂ©s, notamment le financement, la logistique et la gestion des sponsors, tout en expliquant comment lâĂ©vĂ©nement a Ă©voluĂ© au fil des annĂ©es pour devenir un rendez-vo...2024-10-1037 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 â 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![Beyond Revenue â Narratives of Revenue Leaders [mit Michael JĂ€ger]](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/39256840/39256840-1724225078483-43da8e6e35471.jpg)
Beyond Revenue â Narratives of Revenue Leaders [mit Michael JĂ€ger]Customer Success als Wachstumsmotor đIn unserer neuesten Folge haben wir Chris Register, Chief Customer Officer bei PlanHat, zu Gast. đïž Chris teilt wertvolle Einblicke darĂŒber, warum Customer Success (CS) nicht nur ein Support- oder After-Sales-Thema sein sollte, sondern als integraler Bestandteil der Unternehmensstrategie verstanden werden muss.
đ Key Takeaways:Â
1ïžâŁ Proaktive Kundenbetreuung: CS sollte unternehmerisch denken â KundenverstĂ€ndnis, Produktkenntnis und GeschĂ€ftssinn sind entscheidend.Â
2ïžâŁ Daten und Prozesse im Griff haben: Eine solide Datenstruktur und gut abgestimmte Prozesse sind der SchlĂŒssel, um effizient zu skalieren.Â
3ïžâŁ FĂŒhrungskrĂ€fte einbinden: Programme wie "Executive Sponsor" helfen, die FĂŒhrungsebene nĂ€her an den Kunden zu bringen u...2024-08-2738 min
The SaaS Podcast - SaaS, Startups, Growth Hacking & Entrepreneurship401: Planhat: Bootstrapping an Enterprise SaaS to 8-Figures ARR - with Kaveh RostamporKaveh Rostampor is the co-founder and CEO of Planhat, a customer success platform that helps businesses keep customers and grow revenue.Show Notes: https://saasclub.io/401Join Email List: Get weekly SaaS learnings, new podcast episodes, and actionable insights right in your inbox: https://saasclub.io/email/Join Community: SaaS Club is the community for early-stage SaaS founders and entrepreneurs: https://saasclub.co/join2024-06-2047 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.com2024-02-2130 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...2023-11-2245 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...2023-11-0842 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 đSend 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 TalksFrom 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 âbig hiring daysâ when scaling a SaaS business are long gone. In todayâs 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.com2023-06-2646 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 itâs 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.com2023-04-1848 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 youâre currently looking for strategies to prevent and reduce customer churn - youâre 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.com2023-02-2236 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.Â
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 pointsÂ
- 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 Nordicâs 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 â 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.com2022-11-2244 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.com2022-10-2540 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.com2022-09-2031 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.com2022-08-2338 min