Shows
Strikedeck Radio: Customer Success LiveEp 105, Bob London, How to Tear Down the Wall Between Customers and VendorsJoin Kristen Hayer in conversation with Bob London, Founder and CEO at Chief Listening Officers as we discuss ways to tear down the wall between customers and vendors by spurring thought-provoking conversations.
Webinar Registration Link Here: https://bit.ly/3tBHhyl
The Success League Leadership Program: https://www.thesuccessleague.io/customer-success-leadership
2021-09-1650 minStrikedeck Radio: Customer Success LiveEp 104, Chad Horenfeldt, Motivational Interviewing in Customer SuccessJoin Kristen Hayer in conversation with Chad Horenfeldt, Director, Customer Success for Kustomer. He has recently adopted a change management tool called Motivational Interviewing. We’ll be talking about this approach, how Chad is using it on his team, and
the results he is seeing.
2021-09-0226 minStrikedeck Radio: Customer Success LiveEp 103, Bill Cushard, The Business Model of Customer SuccessJoin Kristen Hayer in conversation with Bill Cushard, General Manager at ServiceRocket as they discuss the business model of Customer Success.
2021-08-1936 min
Strikedeck Radio: Customer Success LiveEp 102, Gary Rubinstein, Account PlanningJoin Kristen Hayer in conversation with Gary Rubinstein, Director of Customer Success in APAC at WalkMe as they discuss how he has
created an account planning approach for his team that is simple but incredibly successful.
2021-07-2935 min
Strikedeck Radio: Customer Success LiveEp 101, Emily Garza, Building Cross-Functional RelationshipsJoin Kristen Hayer in conversation with Emily Garza, AVP, Customer Success at Fastly as they talk about about how customer success leaders can build cross-functional relationships with other teams inside their companies.
2021-07-0933 minStrikedeck Radio: Customer Success LiveEp 100, Shreesha Ramdas and Sanjay Poonen, Executive Alignment to Achieve Customer CentricityIt’s been an amazing journey and we want to celebrate with you. Join us at the 100th episode special with Sanjay Poonen, COO, VMWare in conversation with Shreesha Ramdas, SVP & GM, Medallia Strikedeck, and our host, Kristen Hayer, Founder & CEO, The Success League as they talk about how to achieving customer-centricity through executive alignment.
2021-06-2456 minStrikedeck Radio: Customer Success LiveWe are thrilled to announce that Strikedeck Radio is turning 100!Join us at a live event with Sanjay Poonen, COO, VMWare in conversation with Shreesha Ramdas, SVP & GM, Medallia Strikedeck and our host, Kristen Hayer, Founder & CEO, The Success League as they talk about achieving customer-centricity through executive alignment.
Register here: https://medallia.zoom.us/webinar/register/3316222268642/WN_CbgFxh1nSfm9RuGmCJ2YVA
2021-06-1501 minStrikedeck Radio: Customer Success LiveStrikedeck Radio is Turning 100!!It’s been an amazing journey and we’d have the pleasure and privilege of hosting some of the most renowned Customer Success leaders in the industry!
We want to thank you for the support and appreciation all these years and want to celebrate with you! Join us at the 100th episode live event happening in June, with a surprise guest lineup and exciting giveaways! Stay tuned..
2021-05-2401 minStrikedeck Radio: Customer Success LiveEp 99, Book: The 7 Pillars of Customer Success, Wayne McCullochJoin Kristen Hayer in conversation with Wayne McCulloch, Global Head of Customer Success (SaaS) at Google Cloud as we talk about his new book, The 7 Pillars of Customer Success. I’m excited for all of you to hear more about it along with Wayne’s tips for building a success program.
2021-04-3051 minStrikedeck Radio: Customer Success LiveEp 98, Donna Weber, Onboarding MattersJoin Kristen Hayer in conversation with Donna Weber, President and Customer Onboarding Leader at Springboard Solutions as we talk about her book, "Onboarding Matters" and share some of her approaches.
Check out these links:
New Book: https://www.donnaweber.com/book
Onboarding ≠ Implementation: https://www.donnaweber.com/post/onboarding-implementation
The Neuroscience of Customer Onboarding: https://www.donnaweber.com/post/the-neuroscience-of-customer-onboarding
Don’t Let New Customers Fall Through the Cracks: Four Ways to Nail the Handoff: https://www.donnaweber.com/post/don-t-let-new-customers-fall-through-the-cracks-four-ways-to-nail-the-handoff
2021-04-0835 minStrikedeck Radio: Customer Success LiveEp 97, Sherrod Patching, TAMs vs CSMsJoin Kristen Hayer in conversation with Sherrod Patching, Head of Global Technical Account Managers at GitLab Inc. talks about TAMs: what they are, why a company might choose to have TAMs instead of or in addition to CSMs, and how Gitlab has approached their choice of TAMs.
2021-03-2522 min
Reading For SuccessEp. 27 - The Jobs To Be Done Playbook Ch. 5 & 6We're back! This week, Kristen Hayer reviews:Chapters 5 & 6 of The Jobs To Be Done Playbook by Jim KalbachKristen recently interviewed Jim on Strikedeck Radio, so you can hear from the author himself! Check out that episode and more here. Next week Kristen will wrap up the deep dive into The Jobs to Be Done Playbook with Chapters 7 & 8.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.
2021-03-1707 minStrikedeck Radio: Customer Success LiveEp 96, Heather Matthews, Communication & Service in Customer SuccessKristen Hayer in conversation with Heather Matthews, Managing Director and Head of Core Platforms at Agio talks about the tactics she has used to instill strong communication skills across her team.
2021-03-1122 minReading For SuccessEp. 26 - The Jobs To Be Done Playbook Ch. 3 & 4This week, Kristen Hayer reviews:Chapters 3 & 4 of The Jobs To Be Done Playbook by Jim KalbachThese chapters explore how you can use customer surveys to find out what your Customer Success strategy is missing and how to resolve those issues.Next week Kristen will review Chapters 3 & 4 which dive deeper into Jim's method for customer success! If you're reading along, Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. Kristen recently interviewed Jim on Strikedeck Radio, so you can hear from the author himself...
2021-03-0306 minStrikedeck Radio: Customer Success LiveEp 95, Jim Kalbach, The Jobs to be Done PlaybookJoin Kristen Hayer in conversation with Jim Kalbach, Chief Evangelist for MURAL as he shares some great ideas on ways to optimize the customer experience.
2021-02-1828 minStrikedeck Radio: Customer Success LiveEp 94, Max Klimmek, Building & Scaling a Global CS TeamJoin Kristen Hayer in conversation with Max Klimmek, Global Head of Customer Success at Intercom as we talk about his approach to building the Intercom CS program to where it is today.
2021-02-0441 minStrikedeck Radio: Customer Success LiveEp 93, Andrew Rowlands, Developing CS in a Non-SaaS EnvironmentJoin Kristen Hayer in conversation with Andrew Rowlands, Customer Success Design Lead at Telstra as he shares his approach and some of the challenges he has faced as he has taken on the task of building customer success in an organization that isn’t Software as a Service.
2021-01-2132 minStrikedeck Radio: Customer Success LiveEp 92, Meredith Blanchar, Focusing on Value in 2021Join Kristen Hayer in conversation with Meredith Blanchar, Senior VP of Customer Success and Support at SailPoint as she talks about how Covid-19 has created a shift in customer success toward a focus on value, and how she is refocusing her team at Sailpoint on customer value as they move into 2021.
2021-01-0725 minStrikedeck Radio: Customer Success LiveEp 91, Carl Gold, Fighting Churn with DataJoin Kristen Hayer in conversation with Carl Gold, Chief Data Scientist at Zuora as he gives insight on how to collect data on, measure and address churn the right way.
2020-12-1729 minStrikedeck Radio: Customer Success LiveEp 90, Mel Bilge, Moving into CS Leadership Through GrowthJoin Kristen Hayer in conversation with Mel Bilge, Manager, Customer Success at LearnDot as she’ll be sharing her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position.
2020-12-0348 minStrikedeck Radio: Customer Success LiveEp 89, Dev Kurbur, Case Study on using the CRG Crisis Recovery Framework for CSJoin Kristen Hayer in conversation with Dev Kurbur, SVP of Global Customer Success as they talk about how he has used the Crisis Recovery Growth or CRG framework to align his team around the COVID-19 crisis.
2020-11-1924 minStrikedeck Radio: Customer Success LiveEp 88, Sunil Joseph, Professional Services or Customer Success?Join Kristen Hayer in conversation with Sunil Joseph, VP of Customer Success at Avanoo as we discuss how professional services are different from customer success, and how to make a shift from a professional services approach to a customer success approach if that is right for your company.
2020-11-0547 minStrikedeck Radio: Customer Success LiveEp 87, Rachel Jugai, Over-processing Processes for CSMsJoin Kristen Hayer in conversation Rachel Jugai, Customer Success Manager at Mitek Systems talks about how to avoid over-processing your customer experience, and about ways that you can
leverage your customers success team’s strengths.
2020-10-2229 minStrikedeck Radio: Customer Success LiveEp 86, Will Lopez, The Ideal Customer Profile & The Cost of SuccessJoin Kristen Hayer in conversation with Will Lopez, VP of Customer Success atPhone2Action as they about the concept of creating an ideal customer profile, and how the cost of servicing
customers ties into that idea.
2020-10-0832 minStrikedeck Radio: Customer Success LiveEp 85, Boaz Maor, Building a CS team out of SupportJoin Kristen Hayer in conversation with Boaz Maor, Chief Customer Officer at talech as he talks about how he is converting a support team to a customer success team.
2020-09-2438 minStrikedeck Radio: Customer Success LiveEp 84, Michelle Novak, Customer Business ReviewsJoin Kristen Hayer in conversation with Michelle Novak, Manager, Customer Success at Iterable as she shares some of the ways she has made Customer Business Reviews easier for her team and gotten their customers more involved in the whole process.
2020-09-1029 minStrikedeck Radio: Customer Success LiveEp 83, Emilia D'Anzica, Leveraging Emotional Intelligence as a CS LeaderJoin Kristen Hayer in conversation with Emilia D'Anzica, Consultant, Customer Success at GrowthMolecules as she talks about emotional intelligence, why that is important as a leader in Customer Success, and how you can develop your emotional intelligence.
2020-08-2731 minStrikedeck Radio: Customer Success LiveEp 82, Shari Srebnick, Building Account and Success PlansJoin Kristen Hayer in conversation with Shari Srebnick, Head of Client Success US at Searchmetrics as she talks about how she worked with her team to build both an account plan template and a joint success plan.
2020-08-1449 minStrikedeck Radio: Customer Success LiveEp 81, Keri Keeling, Managing Remote CSMsJoin Kristen Hayer in conversation with Keri Keeling, Global Head, Customer Success Innovation and Intelligence at vmware as she shares her experience in management roles as a remote leader or with dispersed teams.
2020-07-3040 minStrikedeck Radio: Customer Success LiveEp 80, Andrew Cutler, The Challenges to Adding CS to a Mature OrganizationJoin Kristen Hayer in conversation with Andrew Cutler, V.P Strategy, Transformation and CS at Software AG as he shares his experience with putting CS in place in a mature organization, and one that has been focused on on-premise software.
2020-07-1628 minStrikedeck Radio: Customer Success LiveEp 79, Kris Morrison, Customer Success in a Time of CrisisJoin Kristen Hayer in conversation with Kris Morrison, VP of Customer Success at Interact Software and talk about how customer success can shift gears in a crisis.
2020-06-1838 minStrikedeck Radio: Customer Success LiveEp 78, Chitra Madhwacharyula, Consulting Mindset in Customer SuccessJoin Kristen Hayer in conversation with Chitra Madhwacharyula, VP of Global Customer Success & Services at Joveo to gain insight on how a consulting mindset can benefit a customer success professional.
2020-06-0433 minStrikedeck Radio: Customer Success LiveEp 77, Gaines Murfee, Taking a Product Approach to Customer SuccessJoin Kristen Hayer in conversation with Gaines Murfee, Product Manager at Chili Piper as he shares his approach to shifting to a 100% focus on customer success.
2020-05-2144 minStrikedeck Radio: Customer Success LiveEp 76, Clayton Moulynox, Building a Global CS TeamJoin Kristen Hayer in conversation with Clayton Moulynox, Founder of MXGrowth as he shares his experience building customer success at Auth0 from when it was a startup with 20 employees, through the scaling process to land at a company of 600 employees.
2020-05-0746 minStrikedeck Radio: Customer Success LiveEp 75, Chris Hicken, Creating Actionable Churn CategoriesJoin Kristen Hayer in conversation with Chris Hicken, CEO of 'nuffsaid as he shares his approach to developing churn categories that are actionable and easy to implement.
2020-04-2345 minStrikedeck Radio: Customer Success LiveEp 74, Maranda Dziekonski, Switching Industries & the Role of Domain ExpertiseJoin Kristen Hayer in conversation with Maranda Dziekonski, the Vice President of Customer Success and People Operations at Swiftly as they talk about the ways to navigate shifting from one industry to another, and the role of domain expertise in learning a new industry.
2020-04-0935 minStrikedeck Radio: Customer Success LiveEp 73, Cairo Amani, Promoting Your Career as a Woman in Customer SuccessWomen's Month Special Podcast!
Join Kristen Hayer in conversation with Cairo Amani, Customer Success Manager for Lane and the Co-founder of ThriveNetwork as they talk about how women can promote their careers in customer success. If you’re a guy, please don’t skip this episode. It’s important to the women in your life that you understand how you can help.
All-Female Crew:
- Host: Kristen Hayer
- Producer: Zahra Iqbal
- Guest: Cairo Amani
- Editor: Taylor Cormier
2020-03-2628 minStrikedeck Radio: Customer Success LiveEp 72, Megan Caldwell, Identifying and Focusing on your Most Important CustomersJoin Kristen Hayer in conversation with Megan Caldwell, Head of CS at Elevate Security as they talk about how to identify your most important customers, and direct your focus toward them.
2020-03-1925 minStrikedeck Radio: Customer Success LiveEp. 71 McKayl Bergman, Scaling Your CS Program with NO ResourcesJoin Kristen Hayer in conversation with McKayl Bergman, Head of Customer Success for Merlin, as they talk about building a Customer Success program with very limited resources.
2020-03-0526 minStrikedeck Radio: Customer Success LiveEp 70, Mike Sasaki & Marisa Carter, ABM and Customer Success: Driving Customer Revenue GrowthJoin Kristen Hayer as she hosts Mike Sasaki, Head of Customer Success and Marisa Carter, Marketing Manager from Mitek Systems to talk about account-based marketing and their approach to driving revenue from existing customers for your organization.
2020-02-2035 minStrikedeck Radio: Customer Success LiveEp 69, Jennifer Griffin, Shifting to a Proactive Approach to Customer SuccessJoin Kristen Hayer, in conversation with Jennifer Griffin, VP of CS at Trust Radius as they talk about the process of transforming a largely reactive customer-facing team into a truly proactive customer success program.
2020-02-0638 minStrikedeck Radio: Customer Success LiveEp 68, Mona Yoast, Building a High Performance CS TeamJoin Kristen Hayer and Mona Yoast, VP of Educator Success at Learning Ally as she shares her experience of transforming a team she inherited into a high-performing customer success team.
2020-01-2334 minStrikedeck Radio: Customer Success LiveEp 67, Paul Piazza, Customer FeedbackJoin Paul Piazza, Sr Dr of Customer Success at Reciprocity and Kristen Hayer as they talk about ways that CS can share customer feedback with the rest of the organization, and the positive impact that can have on a company.
2020-01-0933 minStrikedeck Radio: Customer Success LiveEp 66, Lauren Costella Podcast, Lessons from Sports for Customer SuccessJoin Lauren Costella and Kristen Hayer as they talk about how lessons from sports have helped her approach to Customer Success.
2019-12-1953 minStrikedeck Radio: Customer Success LiveEp 65, Jason Whitman, Scaling a CS TeamJoin Jason Whitman, VP of CS at JustWorks and Kristen Hayer as they talk about hiring the right people to create a team that both scales with the organization and delivers exceptional customer experiences.
2019-12-0530 minStrikedeck Radio: Customer Success LiveEp 64, Neelu Shaikh, Scaling a CS TeamJoin Neelu Shaikh, VP of Customer Success at Tipalti and Kristen Hayer as they discuss tactics for scaling a CS team, and developing scalable team structures.
2019-11-1445 minStrikedeck Radio: Customer Success LiveEp 63, Megan Macaluso, Onboarding – Tech Touch vs. Human TouchMegan Macaluso joins Kristen Hayer to talk about the importance of balancing automation with a human-driven onboarding program.
2019-10-1743 minStrikedeck Radio: Customer Success LiveEp 62, Kristen Hayer & Bill Cushard, LIVE PodcastJoin Kristen Hayer, the host of Strikedeck Radio & Bill Cushard, host of Helping Sells Radio as they team up for one night at Service Rocket, Palo Alto for a LIVE podcast!
2019-10-0338 minStrikedeck Radio: Customer Success LiveEp 61, Lynn Tsoflias, Creating a Digital CS ProgramJoin Lynn Tsofias, a serial Customer Success leader, and Kristen Hayer, Founder & CEO of The Success League as they discuss tactics for building a digital or self-service customer success program.
2019-09-1941 minStrikedeck Radio: Customer Success LiveStrikedeck Radio & Helping Sells Radio BONUS Episode!Join Kristen Hayer, the CEO & Founder of The Success League and Bill Cushard, Director of Marketing at Service Rocket as they give a preview about their LIVE podcast on the 25th of Sept, 2019!
For more details and to sign up, click below:
https://bit.ly/2kz2IB3
2019-09-1603 minStrikedeck Radio: Customer Success LiveEp 60, Ruicong Yan, Product Operations - Connecting CS & ProductRuicong Yan joins Kristen Hayer to talk about how Success teams can and should be involved with Product Development.
2019-09-0426 minStrikedeck Radio: Customer Success LiveEp 58, Karen Rhorer, KPIs and Insights for Customer SuccessKaren Rhorer, the Head of Customer Success and Sales Strategy at Atrium HQ joins Kristen Hayer, the host of Strikedeck Radio to talk about operations, metrics, analytics and KPIs for both CS and Sales.
Palo Alto 2019 Customer Success Live Podcast Link: https://bit.ly/2OLySHK
2019-08-0834 minStrikedeck Radio: Customer Success LiveEp 57, Mark Freeman, Career Development in Customer SuccessIn this podcast, Mark and Kristen talk about career development in Customer Success, his philosophy on career building as well as some of the specific tactics he has employed in his organization.
2019-07-2639 minStrikedeck Radio: Customer Success LiveEp 55 - Irene Lefton, Gender Diversity in Customer SuccessIrene Lefton, a customer success thought leader, joins Kristen to talk about a really important topic in our field – gender diversity in Customer Success.
2019-06-2839 min
Strikedeck Radio: Customer Success LiveEp 54 - Andreas Knoefel, CS Management Consultant & Inventor of CSPIAndreas, a seasoned customer success leader, fellow consultant and partner in the development of the Customer Success Performance Index, joins Kristen to discuss the CSPI - a publicly available tool that CS leaders can use to benchmark their performance on 8 dimensions.
2019-05-1730 min
Strikedeck Radio: Customer Success LiveEp 53 - Jim Johnson, Director of Customer Success at CorcentricJim joins Kristen to share his interesting approach to creating an exceptional customer journey with a cross-functional team. He calls them Journey Teams! Jim goes over who is a part of them, how you form them, how to get buy-in for them, and much more!
2019-05-0226 min
Strikedeck Radio: Customer Success LiveEp 52 - Evan Rich, Director of Customer Success at NS1Kristen worked with Evan Rich, the Director of Customer Success at NS1, as he built out their first health scoring system. This episode covers that process, what it took to build, how that reporting helped his team, and what he would recommend to other leaders looking to do the same.
2019-04-1836 min
Strikedeck Radio: Customer Success LiveEp 51 - Courteney McDonnell, Director of Customer Success at MeasurablCourteney joins Kristen to talk about data-driven Customer Success programs. They get into the details of how to shift from an emotional, reactive program to a data-driven, proactive customer journey, and much more!
2019-04-0424 min
Strikedeck Radio: Customer Success LiveEp 50 - John Laino, VP of Customer Success at ServiceTitanJohn Laino, the Vice President of Customer Success from ServiceTitan joins Kristen to talk about a very cool initiative he kicked off on his team called ALIGN, which is all about optimizing customer outcomes to go beyond product adoption.
2019-03-2129 min
Strikedeck Radio: Customer Success LiveEp 49 - Tim McDonough, Director of Client Success at FinalsiteTim is the Director of Client Success at Finalsite; Finalsite is a company that produces top-notch websites for schools and school districts around the world. Tim joins Kristen to discuss how important it is for Customer Success leaders to serve as the public relations team for Customer Success within their own companies, and how to do it successfully.
2019-03-0726 min
Strikedeck Radio: Customer Success LiveEp 48 - Shaun VanWeelden, Senior Manager - Success EngineeringShaun join Kristen on the podcast to talk about an interesting role that is surfacing on a lot of success teams – the success engineer. Shaun VanWeelden is the Senior Manager of Success Engineering at Engagio. He started at the company back in 2016 as a success engineer, and has grown his role and the team. He’s going to share his journey and ideas on this episode.
2019-02-2126 min
Strikedeck Radio: Customer Success LiveEp 47 - Bill Cushard, Director of Marketing at ServiceRocketBill is the author of The Art of Agile Marketing. He joins Kristen to talk about customer education, and shares some practical approaches to building out a client training program.
2019-02-0738 min
Strikedeck Radio: Customer Success LiveEp 46 - Mike Sasaki, Director of Customer Success at Mitek SystemsMike Sasaki, the Director of Customer Success for Mitek Systems, joins Kristen to talk about what to do, and bravely, what not to do in your first year as a Customer Success leader.
2019-01-2541 min
Strikedeck Radio: Customer Success LiveEp 45 - Chad Horenfeldt, VP of Customer Success at UpdaterKristen is joined again by Chad Horenfeldt, the VP of Customer Success for Updater. In this episode, they talk about ways that you can accelerate your career in Customer Success.
2019-01-1034 min
Strikedeck Radio: Customer Success LiveEp 44 - Arjun Devgan, VP of Global Customer Success at PercolateKristen is joined by Arjun Devgan, the VP of Global Customer Success & Services at Percolate in San Francisco. Arjun is passionate about product adoption, how change management is a critical aspect of adoption, and what Customer Success professionals can do to facilitate change.
2018-12-2733 min
Strikedeck Radio: Customer Success LiveEp 43 - Lindsey Kapsa, Director of CS at SchoologyIn this episode, Kristen chats with Lindsay Kapsa, the Director of Customer Success for Schoology. They talk about the journey Schoology went through as they added Customer Success to their company.
2018-12-1331 min
Strikedeck Radio: Customer Success LiveEp 42 - Lauren Costella, VP of Customer Success at MedrioLauren Costella is the Vice President of Customer Success at Medrio, a member of The Success League advisory board, and a frequent blogger on a variety of Customer Success topics. She is back on the podcast to chat with Kristen about how to optimize your hiring process for Customer Success roles.
2018-11-2938 min
Strikedeck Radio: Customer Success LiveEp 41 - Ed Powers, VP of Client Success at InteliSecureEd Powers, the Vice President of CS for InteliSecure, is a frequent speaker on the topic of neuroscience and Customer Success. In this episode, Kristen and Ed discuss how people make the renewal decision, as well as ways that CSMs can better engage their clients.
2018-11-1532 min
Strikedeck Radio: Customer Success LiveEp 40 - Donna Weber, Principal at Springboard SolutionsKristen chats with Donna Weber, the Principal at Springboard Solutions, a consulting company that focuses on helping companies create amazing onboarding experiences. This episode covers how you can build an orchestrated onboarding journey for your customers.
2018-11-0130 min
Strikedeck Radio: Customer Success LiveEp 39 - Andrea Spillman-Gajek, Former Senior VP of Operations & Customer Success at CaptricityIn this episode, Kristen talks to Andrea Spillman-Gajek, formerly the SVP of Operations & Customer Success for Captricity. Andrea was one of the founding members of the Captricity team, and built their Customer Success function and team from scratch. She talks about how she did that and some of the frameworks she used.
2018-10-1840 min
Strikedeck Radio: Customer Success LiveEp 38 - Chad Horenfeldt, VP of Client Success at UpdaterKristen chats with Chad Horenfeldt, the Vice President of Client Success at Updater. In this episode, they talk about focusing on productivity and how Customer Success professionals can get more of it.
2018-10-0438 min
Strikedeck Radio: Customer Success LiveEp 37 - Ari Hoffman, Success Fanatic at MindTouchIn some of our recent episodes we’ve focused on helping customers achieve business outcomes that are tied to KPIs and goals. Ari Hoffman, Success Fanatic for MindTouch, joins Kristen to talk about how to balance the focus on goals and outcomes with helping customers work with products and understand features in the day-to-day.
2018-09-2054 min
Strikedeck Radio: Customer Success LiveEp 36 - Vitor Lopes, Former Head of Customer Success at EMnifyVitor Lopes is a Customer Success professional based in Berlin, Germany. Vitor is formerly the Head of Customer Success for EMnify, and is currently advising early stage companies. He joins Kristen to talk about ways that you can tailor your CS program to the members of your team.
2018-09-0626 min
Strikedeck Radio: Customer Success LiveEp 35 - Anne Liiri, Customer Success Director at VainuIn this episode, Kristen talks to Anne Liiri, the Customer Success Director for Vainu. Vainu has offices around the globe, and Anne is based in Helsinki, Finland. Since Vainu is in the AI and data field, Anne explains how CS teams should look beyond the health score to other sets of data that can help them serve their customers more effectively.
2018-08-2334 min
Strikedeck Radio: Customer Success LiveEp 34 - Kim Oslob, Former VP of Global Customer Success at WhisbiKristen chats with Kim Oslob, then the Vice President of Customer Success at Whisbi, based in Spain. Kim is based in Silicon Valley, but managed a team located in Europe. This episode covers the ins and outs of managing a remote, global team.
2018-08-0934 min
Strikedeck Radio: Customer Success LiveEp 33 - Suraj Mohandas, VP of Customer Success at Spear EducationKristen chats with Suraj Mohandas, the Vice President of Customer Success for Spear Education, an organization that is dedicated to the pursuit of great dentistry through ongoing education for dentists and dental practices that provides continuing education for the dental industry. This is the second VP of CS role for Suraj, and his next logical career step is the role of Chief Customer Officer. This episode covers the role of the CCO, the skills you need to build to get there, and what Suraj is doing to prepare himself for the CCO role.
2018-07-2642 min
Strikedeck Radio: Customer Success LiveEp 32 - Antoine Valentone, VP of Customer Success at TeamableAntoine joins Kristen to chat about the future of Customer Success and factors shaping these developments, including shifts in the buying experience, an on-demand culture, and how Sales & CS will need to evolve to handle this, along with much more. Tune in to hear how CS will shape up by 2020!
2018-07-1237 min
Strikedeck Radio: Customer Success LiveEp 31 - Damien Howley, VP of Client Success at PassportDamien and Kristen share the perspective that CSMs should be able to elevate the conversation with customers to the executive level. This episode covers why that is so important, and how to change the conversation from a product focus to a business focus, a useful skill for everyone, but especially CSMs, to learn!
2018-06-2949 min
Strikedeck Radio: Customer Success LiveEp 30 - Megan Dilley, Head of CS at ChewseMegan Dilley, a customer success advocate who most recently served as the head of Customer Success at Chewse joins Kristen to discuss compensation for CS teams, including alternatives to variable comp, and how it all relates to human behavior.
2018-06-1336 min
Strikedeck Radio: Customer Success LiveEp 29 - Shane Metcalf, Co-Founder & VP of Customer Success at 15FiveShane Metcalf is the VP of Customer Success at 15Five, a company that has a fantastic product that helps keep employees engaged with managers, and provides a platform for performance management and communication. Kristen was a customer of theirs for years, and 15Five is now a customer of Kristen's business, The Success League! Shane and Kristen discuss how to engage CSMs and help them build their careers in the field of Customer Success.
2018-05-1853 min
Strikedeck Radio: Customer Success LiveEp 28 - Joanel Bernardo, Director of Customer Success at Concord WorldwideJoanel Bernardo, who recently transitioned to a new role at Concord Worldwide, joins Kristen to discuss how she managed customer expectations as the previous Global Manager of Customer Success, Service, and Delivery for Hortonworks. This is a foundational and very important topic, which will be explored in depth, including how to get other teams to buy in, how to train your team on this topic, and how to reset expectations if things have gone wrong.
2018-05-0435 min
Strikedeck Radio: Customer Success LiveEp 27 - Maheen Memon, Director of CS at NulogyMaheen Memon is the Director of Customer Success at Nulogy, a supply chain aggregation platform based in Toronto, Canada. Maheen really grew up in Customer Success at Nulogy, and has been there for the past 5 years. She joins Kristen to talk about how you can drive revenue through Customer Success.
2018-04-2028 min
Strikedeck Radio: Customer Success LiveEp 24 - Pallavi Gadepalli, Director of Customer Experience at DruvaPallavi joins Kristen to chat about her previous role at Cisco, where she was the Customer Success Lead Product Manager for Cisco’s Next Gen Firewall solution. Join us to hear more about how to approach customer success in a complex, highly technical environment that includes an on-prem solution, which is not your typical SaaS Customer Success environment!
2018-03-0934 min
Strikedeck Radio: Customer Success LiveEp 23 - Angie Im, Director of Customer Success at LumiataAngie Im is the Director of Customer Success at Lumiata, a company that employs AI-powered analytics to help organizations precisely identify & manage risk at the individual level. Angie has a background at the intersection of healthcare, data, and artificial intelligence, having come out of Carnegie Mellon University and the IBM Watson healthcare team. She joins Kristen to chat about how to apply Customer Success best practices to a Data as a Service company.
2018-02-2325 min
Strikedeck Radio: Customer Success LiveEp 22 - Michael Fulvio, Director of CS at SeamlessDocsMichael Fulvio, the Director of Customer Success for SeamlessDocs, joins Kristen to elaborate on how he got into Customer Success from Inside Sales, and his tips for working constructively with the Product team! Throughout his time at SeamlessDocs, he has built and maintained a positive relationship with the product team and even loops them in on customer calls! Tune in to hear how you can adopt these methods, processes, and more!
2018-02-0828 min
Strikedeck Radio: Customer Success LiveEp 21 - Benjamin Timmons, Director of CS at Singular.netBen joins Kristen to discuss how his background in Customer Success, with a recent role at Optimizely, as well as in entrepreneurship, co-founding two companies helped him develop a very effective, but somewhat scrappy, approach to building a health score. Whether you are just getting started and considering how to adopt health scores in your own company, or you already have an advanced CS tool you’re using, there's plenty to pick up from Ben’s approach!
2018-01-2538 min
Strikedeck Radio: Customer Success LiveEp 20 - Jim Kalbach, Head of Customer Success at MURALJim Kalbach, the Head of Customer Success at MURAL, and the author of Mapping Experiences, a book about how visual diagrams and blueprints can help companies optimize their customer experience, joins Kristen to discuss how MURAL maps their customer journey. Jim also shares his advice for companies that want to adopt visual approaches for their processes and customer experiences! There's lots to adopt from this one!
2018-01-1035 min
Strikedeck Radio: Customer Success LiveEp 19 - Evan Addams, National Sales and Partnership Lead at NoWait(Yelp)Evan joins Kristen to discuss how he grew from joining NoWait as an early hire, all the way through leading Sales, and eventually experiencing an acquisition by Yelp. This is great one if you want to hear how you can expand your influence at a startup and take on more responsibility, craft your own best practices, and understand how an acquisition changes things (You decide if it's for the better!)
2017-11-2143 min
Strikedeck Radio: Customer Success LiveEp 18 - Cam Williams, Head of CS at HealthifyCam joins Kristen to share how incorporating discovery into Healthify's new customer onboarding process was transformational for their clients! Tune in for a detailed breakdown of their onboarding procedure, and how they've customized it based on what they've learned from experience.
2017-11-2124 min
Strikedeck Radio: Customer Success LiveEp 16 - Boaz Maor, VP of Customer Success at OpenGovBoaz joins Kristen to discuss the ins and outs of customer marketing, and how to implement it from the Customer Success department. The first step? - Becoming besties with your CMO! Tune in for more prescient on the future of this partnership, and how to nurture this relationship in your own company.
2017-10-1927 min
Strikedeck Radio: Customer Success LiveEp 15 - Matt Edwards, VP of Customer Success At AlationMatt joins Kristen to talk about everything he's learned about building high-performing teams in Customer Success, including his criteria for determining high-performance, how to generate passion in employees, and win friends & influence people. Tune in for great personal stories, and tips & tricks to get you on the right path to success!
2017-09-2824 min
Strikedeck Radio: Customer Success LiveEp 14 - Thomas Enochs, VP of Customer Success at HeptioThomas Enochs, VP of CS at Heptio at joins Kristen to discuss how his company decided to start with a Customer Success team instead of a Sales team! Tune in for the practical and philosophical reasoning behind the decision, and the practical implementation cornerstones, as well as an in-depth look into how Heptio operates around CS.
2017-09-1450 min
Strikedeck Radio: Customer Success LiveEp 13 - David Verhaag, VP of Client Experience at DegreedDavid joins us at the Workshop Cafe in San Francisco to chat about how Customer Success can benefit from working with Sales, and shares a tactical action plan to get things moving in a positive direction. Tune in for a great discussion including whether CSMs should be responsible for selling! Spoiler Alert - David says 'no' and Kristen says 'yes'!
2017-08-3139 min
Strikedeck Radio: Customer Success LiveEp 12 - Irene Lefton, VP of Customer Success at MedigramIrene Lefton shares her insights from working in multi-generational workplaces, and how Gen-X'ers, Millennials, and Baby Boomers view communication and technology in their careers. Tune in to hear stories from Irene's and Kristen's work experiences, and much more!
2017-08-1847 min
Strikedeck Radio: Customer Success LiveEp 11 - Steve Schwartz, Sr. Director of CS at FreeWire TechnologiesSteve & Kristen get together at the Workshop Cafe in San Francisco to discuss their favorite Customer Success books, what they're reading currently, and which books have helped them the most in their careers so far.
2017-08-0335 min
Strikedeck Radio: Customer Success LiveEp 10 - Kristen Hayer with a Summer UpdateWe'll be back with more podcasts very soon! Enjoy your summer, and tune back in early August for more interviews with CS leaders and professionals sharing their perspectives.
2017-07-1101 min
Strikedeck Radio: Customer Success LiveEp 6 - Mark Pecoraro, CS Executive - Part 2Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like Finance, Customer Enablement/Professional Services, and Support, and trend and best practices to implement.
2017-03-0930 min
Strikedeck Radio: Customer Success LiveEp 5 - Mark Pecoraro, CS ExecutiveMark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like Sales, Marketing, and Product.
2017-02-1144 min
Strikedeck Radio: Customer Success LiveEp 2 - Jack Phillips & Victorina McAdam from PresenceLearningKristen Hayer, CEO & Founder of The Success League, chats with Jack Phillips, VP of Customer Success, and Victorina McAdam, Head of Implementation, at PresenceLearning about how they structure their onboarding, and optimize their implementation. They discuss the challenges in a seasonal vertical like education, and why that changes how CS operates.
2016-12-0723 min
Strikedeck Radio: Customer Success LiveEp 1 - Kim Oslob, VP of CS at WhisbiKristen Hayer, Founder and CEO of The Success League, hosts a discussion with Kim Oslob, VP of Customer Success at Whisbi, on how to structure the first 6 months of leading a new CS team. See Kim's original blog post that inspired this podcast here: http://strikedeck.com/10-steps-to-a-winning-cs-team/.
2016-11-1723 min