Today on the show we have Andrew Capland, a growth advisor and onboarding specialist with rich experiences at HubSpot and Wistia. In this episode, Andrew shares his journey from HubSpot to Wistia, outlining the evolution of his approach to user onboarding and growth. Andrew walked through 6 key steps of a successful onboarding framework to increase activation and reduce churn. We then discussed the importance of personalized user experiences and how businesses can implement these strategies to a...
Feb 28, 2024•43 min•Ep. 234
Today on the show, we have Teresa Torres, an internationally acclaimed author, speaker, and coach. In this episode, Teresa shares her insights on using continuous discovery as a crucial tool for achieving product-market fit and effectively reducing churn. She explains how her approach helps product teams make informed decisions by integrating continuous customer feedback into their daily processes. We then discussed the impact of continuous discovery on product development, showcasing Teresa's s...
Feb 21, 2024•45 min•Ep. 233
Today on the show we have Elliot Kohtz, the VP of Success at Mixmax, a leading sales engagement platform. In this episode, Elliot shares his insights on the evolving landscape of customer success (CS) and its pivotal role in driving sales and securing retention, especially during economic downturns. We delve into the challenges of tool consolidation and budget constraints, discussing strategies for becoming an indispensable tool that companies consolidate towards rather than away from. We then e...
Feb 14, 2024•33 min•Ep. 232
Today on the show, we have Sofia Quintero, the co-founder of Collie. In this episode, Sofia shares her journey from founding EnjoyHQ to her role in shaping Collie, a tool that integrates all engineering rituals into one platform, fostering trust and efficiency through asynchronous communication. With a rich background that includes leading growth at GeckoBoard and navigating EnjoyHQ through acquisition by UserZoom, Sofia brings a wealth of knowledge on scaling startups, product innovation, and m...
Feb 07, 2024•50 min•Ep. 231
Today on the show, we have Kristi Faltorusso, the Chief Customer Officer at ClientSuccess. In this episode, Kristi shares her journey from IntelliShift to her current role, revealing how her experiences have shaped her approach to customer success. Kristi then discusses the transformative impact of AI on customer success strategies, emphasizing how these technologies are streamlining processes, enhancing efficiency, and unlocking new potential for both teams and customers. We then explored the c...
Jan 31, 2024•46 min•Ep. 230
Today on the show we have Jim Schattin, the Chief Customer Officer at Algolia. In this episode, Jim shares his unique experiences in shaping customer success strategies in different technological environments. We dive deep into the contrast between cloud-based and on-premise solutions, examining how customer engagement and success practices vary across these platforms. We then discussed the evolution of customer success from his time at Alteryx, focusing on the challenges and rewards of managing...
Jan 24, 2024•43 min•Ep. 229
Today on the show we have Kristen Berman, the CEO and co-founder of Irrational Labs, a renowned product design and behavior change lab. In this episode, Kristen shares her extensive experience in the field of behavioral economics and its application in product and marketing strategies. We delve into how understanding user psychology is crucial in product design, highlighting the influence of the environment on user behavior. Kristen discusses the challenges companies face in activating and engag...
Jan 17, 2024•49 min•Ep. 228
Today on the show we have Mark Ross-Smith, CEO and co-founder of Loyalty Status. Mark, an expert in travel technology and former head of Loyalty at Malaysia Airlines, shares his journey from running Australia's largest youth social network, SMS Fun, to pioneering the field of airline loyalty. In this episode, Mark offers unique insights into the evolution of customer loyalty programs in the airline industry. He discusses the strategies behind successful customer retention, the psychological impa...
Jan 10, 2024•34 min•Ep. 227
Today on the show, we delve into the story of a startup's strategic pivot from Peak Performer, which had reached $900K ARR, to the inception of Inferless. This episode sheds light on the intricate decision-making process behind this pivot, exploring the challenges and considerations that come with making such a transformative business move. We discuss the crucial factors in assessing product-market fit, the importance of customer discovery, and how aligning with market needs led to the birth of ...
Jan 03, 2024•33 min•Ep. 226
Today on the show we have Shilpi Narang, the Chief Customer Officer of Bolt. In this episode, Shilpi shares her insights into the innovative 'Hypercare' strategy, a cornerstone of Bolt's customer onboarding process. We delve into how Hypercare ensures a seamless transition for new clients, emphasizing the importance of the initial 90 days in a customer's journey. Shilpi also discusses the pivotal role of customer success managers in maintaining lasting relationships and the importance of a holis...
Dec 20, 2023•36 min•Ep. 225
Today on the show, we have Dennis Mortensen, CEO and Founder of LaunchBrightly. In this episode, Dennis shares his profound insights on two pivotal strategies in the SaaS industry: Bottoms-Up vs Top-Down models. Drawing from his vast experience transitioning from x.ai to LaunchBrightly, Dennis discusses the unique challenges and benefits of each approach. We delve into how these models impact customer acquisition, pricing strategies, and overall business growth. Dennis also highlights the crucia...
Dec 13, 2023•43 min•Ep. 224
Today on the show, we welcome Steve Cornwell, SVP of Strategy for Customer Education at Gainsight. In this episode, Steve shares insights into the transformative role of digital education in Customer Success. He discusses the shift from traditional customer engagement methods to innovative digital strategies in today's dynamic business environment. We delve into practical ways digital tools can be used to build stronger customer relationships and enhance overall customer experience. Steve also e...
Dec 06, 2023•30 min•Ep. 223
Today on the show we have Dror Avieli, the Managing Director and VP of Customer Success at ConsenSys. In this episode, Dror shares his unique journey in customer success, transitioning from the traditional corporate environment at Hewlett-Packard Enterprise to the innovative world of Web 3.0 at ConsenSys. We discuss the challenges and opportunities in redefining customer engagement and success in the decentralized and rapidly evolving ecosystem of Web 3.0. From engaging with DAOs to embracing th...
Nov 29, 2023•39 min•Ep. 222
Today 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 ...
Nov 22, 2023•45 min•Ep. 221
Today on the show, we have Ravi Mehta, the Co-Founder and CEO of Outpace and a previous product leader at Tinder, TripAdvisor, and Facebook. In this episode, Ravi shares his insights into the unique approaches to user retention and churn at these varied platforms. We explore the dynamics of engaging users in a dating app context with Tinder, understand the challenges of episodic user interaction at TripAdvisor, and delve into sustaining constant user engagement at Facebook. This comprehensive di...
Nov 15, 2023•42 min•Ep. 220
Today 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 industr...
Nov 08, 2023•42 min•Ep. 219
Today on the show we have Becca Weiss, the VP of Customer Success and Support at Flatfile. In this episode, Becca shares her experience in tackling churn and onboarding challenges at Flatfile. She discusses the transition from a product-led growth approach to a sales-led motion and the subsequent realization that the issue lay not in change management, but in the product itself. Becca explains how they then rebuilt the product to be developer-first and highly extensible, allowing customers to se...
Nov 01, 2023•38 min•Ep. 218
Today on the show we have Matt Bilotti, the product lead for consumer LP and growth at AngelList. In this episode, Matt shares his experience in venture capital investing and how he managed to hustle his way to manage the dorm room fund. We then dive into the topic of growth and retention at AngelList, discussing the challenges and strategies they employ to keep LPs engaged and drive growth. Matt also shares insights from his time at Drift and the importance of experimentation and reducing frict...
Oct 25, 2023•39 min•Ep. 217
Today on the show we have Daphne Lopez, the Head of Customer Success at HubSpot. In this episode, Daphne shares her experience in leveraging the Jobs to be Done framework in customer success. She explains how aligning customer success with product and marketing, and focusing on the value realization of customers' goals, can lead to better customer outcomes and retention. We also discuss the importance of understanding anti-personas, refining ideal customer profiles, and how customer success team...
Oct 18, 2023•37 min•Ep. 216
Today on the show, we have Jamie Davidson, CEO and co-founder of Vitally . In this episode, Jamie shares his expertise in Customer Success and the impact of his technical background on his role. We then discussed the evolving landscape of customer engagement and the need for customer success teams to redefine their strategies in the absence of direct communication with customers. Jamie emphasizes the importance of internal workflows, customer education, and onboarding in driving customer success...
Oct 11, 2023•42 min•Ep. 215
Today on the show we have Jonathan Riftin, the Director of Customer Success at Optimove. In this episode, Jonathan shares his experience in implementing strategies to drive customer success manager (CSM) behavior towards advocacy and upsells. He discusses the importance of setting compensation goals, streamlining processes, leveraging data, and empowering CSMs. Tune in to discover how to elevate CSM performance and drive customer advocacy in your organization. Mentioned Resources: Optimove OK Co...
Oct 04, 2023•31 min•Ep. 214
Today on the show we have Meg Gowell, the Director of Growth Marketing at Appcues. In this episode, Meg shares her experience in understanding and acquiring the ideal customer profile. She discusses the importance of knowing what "good" looks like in your customer base and using conversion data to optimize ad campaigns. Meg also talks about the process of defining the ideal customer profile and leveraging organic content to drive paid strategy. Furthermore, she explains how Appcues uses lead sco...
Sep 27, 2023•40 min•Ep. 213
Today on the show we have Dan Lenton, the CEO and founder of Ivy, bringing all the best in class AI frameworks, infrastructure, and hardware directly to you in one line of code. In this episode, Dan shares his experience in building a strong community around Ivy. With over 12,500 GitHub stars, 1.2K open-source contributors, and 15,000 members in their Discord community, Ivy has quickly gained traction and become a go-to resource for AI developers. Dan discusses the value of open-sourcing Ivy's t...
Sep 20, 2023•39 min•Ep. 212
Today on the show we have Kelsey Peterson, VP of Customer Success at Ashby, an all-in-one recruiting platform. In this episode, Kelsey shares her experience in strategic partnerships and how they drive customer retention. We discuss the importance of identifying the right partners, aligning goals, and creating value for customers. Kelsey also talks about the challenges of managing partnerships at scale and the role of different teams in the process. If you're interested in learning how to levera...
Sep 13, 2023•45 min•Ep. 211
Today on the show we have Luis Barbosa, the Customer Experience Leader at Teya. In this episode, Luis shares his experience in the Navy and how it shaped his approach to customer success. We then discussed the role of customer success operations and its importance in improving processes and enhancing customer relationships. Lastly, we wrapped up by talking about the challenges of transitioning accounts between customer success managers and the need for proper documentation. As usual, I'm excited...
Aug 30, 2023•31 min•Ep. 210
Today on the show we have Caroline, the Co-Founder and CEO of Arcade, a platform that enables anyone to build powerful interactive experiences. In this episode, Caroline shares her experience in venture capital and why she decided to start her own company. She discusses the challenges of building a product-led growth company and the importance of constantly experimenting and iterating. Caroline also talks about the value of understanding customer behavior and how it can impact churn and retentio...
Aug 23, 2023•39 min•Ep. 209
Today on the show we have Krish Ramineni, Co-Founder and CEO of Fireflies.ai. Krish shared some amazing insights on topics like transitioning from product management at Microsoft to CEO of a startup, the challenges and advantages of working in a small organization, and the importance of synthesizing qualitative and quantitative insights. We also delved into the impact of ChatGPT and generative AI on the market, the strategies Fireflies has used to stay ahead of the competition, and the future of...
Aug 16, 2023•37 min•Ep. 208
Today on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer. Ziv recounts his whirlwind journey of meeting with over 20 customers in a span of three weeks. We delve deep into the significance of face-to-face interactions with customers, especially when times are tough, and explore how customer success teams can go above and beyond just delivering a product. Ziv offers a unique perspective on the repercussions of the financial crisis on marketing divisions and spills the beans on...
Aug 08, 2023•28 min•Ep. 207
Today on the show we have Kaz Ohta, CEO & Co-founder of Treasure Data. In this episode, Kaz shares how Treasure Data focuses on the enterprise space and the unique challenges they face in managing customer data. He then discusses the importance of ROI in the customer success process and how Treasure Data helps their customers achieve it. Kaz also emphasizes the need for strong customer champions within organizations and how they work to build relationships with customers at multiple levels. ...
Aug 02, 2023•38 min•Ep. 206
Today on the show, we have Abbas Haider Ali, VP of Customer Success at GitHub. Before joining GitHub, Abbas held the position of Vice President of Customer Success at Twilio and Segment. Additionally, he is as an investor and advisor for various companies including Slack, Hasura, Adept, and numerous others. He also serves as a general partner for the GTM Operators Network. In this episode, Abbas shares his insights on how to build a scalable and data-driven customer success program. Abbas emphas...
Jul 26, 2023•37 min•Ep. 205
