In this episode, we were joined by Kevin Scheper, who is currently Vice President, Customer Success at Drift. Kevin shared some fascinating insights on his experience leading teams in Customer Success, Professional Services, Customer Engagement, and Voice of the Customer functions. Here we discussed how CS teams should be structured to drive outcomes, as well as the role that Drift is playing in driving Conversational Marketing.
Jun 16, 2020•1 hr 7 min
In this episode we spoke with Gemma Espineira who is an experienced Software Executive, skilled in building and leading global post sales teams (Customer Success, Success Planning, Insight and Education services) with a focus on driving gross retention, product adoption and customer advocacy. Gemma believes that customer success is a way of doing business and is the fastest path to sustainable growth for software companies. Gemma currently leads global Customer Success teams at Decibel where she...
Jun 04, 2020•56 min•Season 1Ep. 22
In this episode we spoke with Sandra Guadagnoli who has over 25 years of experience in customer success, sales, financial alignment and operations. She has partnered with large, international customers to set up, implement and execute a variety of programs, products and solutions. As well as designing and delivering the CS function within organizations to transform the organizations landscape to meet the needs of the every changing environment. Sandra is an avid New Yorker, and spends her free t...
May 27, 2020•1 hr 7 min•Season 1Ep. 21
In this episode we were joined by Peter Cohan, author of the book, Great Demo! Peter founded Great Demo! in 2003 to address the challenge of bringing a method for consistent success to the process of creating and delivering software demonstrations. Prior to this Peter enjoyed over 20 years in senior management, business development, sales and marketing roles. This episode is one not to be missed if you want to gain practical advice on how to deliver better product demonstrations to your customer...
May 19, 2020•1 hr 4 min•Season 1Ep. 20
In this episode we were joined by Jake Dunlap who is the CEO of Skaled Consulting, and who was previously the Vice President of Sales at Glassdoor, and Head of Sales & Customer Success at Chartbeat. Jake is shaping the future of modern sales and marketing with some of the practices that he implements across organisations. We took this opportunity to learn more about these and how to implement them across Customer Success. This episode is full of great actionable advice and new ideas.
May 14, 2020•54 min•Season 1Ep. 19
In this episode we spoke with Nick Mehta who is the CEO of Gainsight, the Customer Success company that helps businesses improve customer retention, accelerate expansion and capitalize on customer advocacy. Nick works with a team of nearly 700 (affectionately nicknamed) “Gainsters.” Together, they've created the customer success category that's currently taking over the SaaS business model worldwide. Nick has been named one of the Top SaaS CEOs by the Software report three years in a row, one of...
May 12, 2020•48 min•Season 1Ep. 18
In this episode, we spoke with Paul Henderson, otherwise known as the Outcomes Guy. Paul founded and runs a company called Outcome Leaders, who lead organisations to outcome-based Customer Success. Before founding Outcome Leaders, Paul Henderson led the Asia Pacific region for a mid-sized enterprise software company. He had 200 people across nine countries supporting 800 enterprise customers. For the last five years in this role, he led the design and running of an outcomes program across the wh...
May 07, 2020•1 hr 6 min•Season 1Ep. 17
In this episode, we spoke with Jeanne Bliss, who is the Founder and CEO of Customer Bliss.For over 35 years, Jeanne has led companies to earn business growth. As the inaugural Chief Customer Officer at Lands’ End, Coldwell Banker, Allstate and Microsoft...
Apr 29, 2020•53 min
In this episode we spoke with Perry Monaco, who is the Head of Customer Success at LinkedIn across NAMER. Perry has a wealth of experience in CS and offers a great perspective on how you should be thinking about the experiences which you have with your...
Apr 20, 2020•59 min
In this episode we spoke with Jay Nathan, who is Founder and Managing Partner of Customer Imperative. In 2016, Jay founded Customer Imperative, a purpose-driven company focused on helping B2B SaaS retain customers, grow revenue and scale customer...
Mar 19, 2020•1 hr 13 min
On this episode we spoke with Peter Majeed who is the Head of Customer Success for EMEA at Qualtrics. Peter has previously held roles at Delphix and SAP, and has over 20 years of experience in solution selling and Customer Success within the Data...
Mar 01, 2020•1 hr 4 min
On this episode we spoke with Kate Forgione who is Head of Customer at Service Rocket and also CEO and Founder of the Customer Success Network. Kate has also held previous roles at Microsoft, Yammer and KPMG. Kate is passionate about imagining,...
Feb 18, 2020•45 min
On this episode we speak with Anika Zubair who is the Global Director of Customer Success at ZAP. Anika is responsible for a team of Customer Success Managers in EMEA, APAC, and North America that are driving value, adoption and ensuring customers...
Feb 09, 2020•55 min
On this episode we spoke with Lulu Dermeche, the Head of Customer Success for HowNow (an innovative integrated learning platform). Being comparatively new to the field, she brings a refreshingly novel perspective on the challenges and issues faced by...
Feb 04, 2020•54 min
On this episode we spoke with Violaine Yziquel who runs the EMEA Customer Success Management team at Box, a cloud content management platform that helps organizations and people transform the way they work. Violaine is very enthusiastic in articulating...
Jan 30, 2020•43 min
On this episode we spoke with Ian Robson who has had a 20 year career in customer success roles including leadership roles at Siebel, Oracle, Salesforce, SDL, Veracode and most recently as Chief Customer Officer at Fuse Universal. Convinced that...
Dec 10, 2019•1 hr 41 min
In this episode we speak with Pat Phelan who is the Chief Customer Officer at UK Fintec GoCardless.
Dec 02, 2019•1 hr 9 min
In this episode we speak with Dan Farley who is VP of Customer Success at Seenit.
Nov 20, 2019•1 hr 22 min
In this episode we speak with Jenna Braastad who leads the Customer Success team at Mixpanel across EMEA, APAC, and Eastern US.
Oct 07, 2019•48 min
Steve McDougal is committed to delivering exceptional experiences to employees, customers and communities. He has over 16 years experience in Customer Success, Customer Experience and Account Management. He has built high performing Customer Success...
Sep 27, 2019•51 min
In January 2018 Matt joined SAP as their Vice President, Customer Success EMEA responsible for a team of Customer Success Managers driving value, adoption and success for the most valuable, strategic, enterprise customers across Europe, Africa and...
Sep 20, 2019•53 min
In this episode, we speak with Dan Steinman who is the General Manager of Gainsight EMEA.
Sep 12, 2019•1 hr 14 min
On today’s episode, we’re joined by Rav, who has previously worked as a CS Leader at Zendesk, Yammer, and more recently Slack.
Sep 05, 2019•1 hr 16 min
