Send us Fan Mail Discover valuable insights and strategies to enhance your Customer Success journey in this power-packed podcast episode! If you're a Customer Success professional tasked with upgrading customers to newer technology versions and seeking a more efficient and scalable approach, this episode is tailor-made for you. Join Yair Bortinger, the recipient of the prestigious 2022 CS Excellence Awards for Best Use of Technology, as he takes us through his remarkable journey of upgrading hun...
Aug 04, 2023•32 min•Season 2Ep. 28
Send us Fan Mail Join us for an insightful podcast episode featuring Guy Rahamim, the remarkable runner-up in the Rising Star CSM category at the prestigious 2022 CS Excellence Awards in London. In this interview, Guy shares his inspiring journey as a Customer Success Manager, highlighting how he achieved outstanding results despite having no prior experience in the field. During our conversation with Guy, he delves into several key topics: The significance of building meaningful personal connec...
Jul 28, 2023•19 min•Season 2Ep. 27
Send us Fan Mail Join me in this captivating podcast episode where I sit down with Avner Baruch, Director of SMB Sales Operations and Enablement at Rapyd, to delve into the realm of CS Operations and its profound impact on the performance of Customer Success Managers (CSMs). Together, we explore a range of critical topics: Discover the diverse responsibilities of a CS Operations team, encompassing customer data analysis, company strategy, system management, and resource allocation. Uncover the o...
Jul 21, 2023•22 min•Season 2Ep. 26
Send us Fan Mail In this episode, we explore the vital role of success plans for customer success managers in meeting customer needs efficiently. Join me with Anika Zubair, the co-founder of CSM LDN, to uncover Anika's approach to developing a customer success plan process and strategy for her team. Here are the key highlights: A Success Plan, similar to a project plan, outlines essential steps and strategies for achieving customer outcomes. Even in a pooled CSM model, a lighter version of the t...
Jul 14, 2023•31 min•Season 2Ep. 25
Send us Fan Mail In this episode, we delve into the fascinating world of user adoption with our special guest, Jason Whitehead, Co-Founder at Success Chain. Jason's vast experience in user adoption plans makes him the perfect match for our discussion on the application and significance of user adoption for any company. Join us as we explore the realm of user adoption successes, facilitation techniques, expectations, and potential improvements. One particularly intriguing aspect we touch upon is ...
Jul 07, 2023•33 min•Season 2Ep. 24
Send us Fan Mail In this insightful podcast episode, we dive into the world of customer success with our special guest, Sharon Zanandrais, the Manager of Customer Success Team at Take Blip, a renowned company with over 2000 employees. Sharon has accomplished remarkable feats, rapidly building her CSM team while achieving unparalleled customer satisfaction and an impressive NRR rate. The key to her success? A meticulously crafted CSM onboarding process! Join us as Sharon openly shares her innovat...
Jun 30, 2023•21 min•Season 2Ep. 23
Send us Fan Mail In this podcast episode, join Binah's Director of Customer Success, Nir Cohen, as he dives into the world of customer success in SDK companies. Discover how CSMs (Customer Success Managers) play a crucial role in guiding customers towards success with their SDK solutions. Nir shares valuable insights and strategies, including: Leveraging metadata collected from device activations and measurements of SDK services to predict trends and identify customer challenges in navigation. E...
Jun 16, 2023•18 min•Season 2Ep. 22
Send us Fan Mail Join us as we explore the expanding Latin American market and learn about the opportunities it presents for software companies to scale up and expand. Floqast’s Customer Success Manager, Guillermo van Cruysen, who has extensive experience working with Latin American clients, shows us how to effectively work with LATAM clients. As a Latin American portfolio manager, Guillermo shares his expertise and strategies for winning over Latin American clients. By exploring topics such as ...
Jun 03, 2023•19 min•Season 2Ep. 21
Send us Fan Mail Discover the secrets to enhancing customer experience and driving success in customer-oriented companies through the power of process improvement. Join Pedro Candelas, in this exclusive podcast episode as he delves into the world of process optimization and continuous improvement. In this insightful discussion, Pedro covers various topics on Process Improvement, including: ◾️Introduction: Learn more about Pedro Candelas, his Industrial Engineering background, and how it has infl...
May 26, 2023•25 min•Season 2Ep. 20
Send us Fan Mail Experience the dynamic world of Customer Success in Brazil as we delve into the insights of renowned industry expert Hiram Damin, recognized as one of the top Customer Success thought leaders for 2021. Join us in this captivating podcast episode where Hiram Damin, an accomplished consultant who has provided guidance to over 100 companies in Brazil, shares his wealth of knowledge. His impactful contributions extend to the publication of a Portuguese book on Customer Success, whic...
May 19, 2023•16 min•Season 2Ep. 19
Send us Fan Mail Looking to monetize your Customer Success services? Or maybe you already do and want to improve your strategies? Either way, you won't want to miss this podcast episode! Join Adi Aloni, VP of Customer Success at Folloze, as she shares her expertise on creating successful customer success packages. In this podcast episode, you'll get an inside look at: ◽️ Pricing levels of different packages for Folloze's Customer Success ◽️ Step-by-step overview of the customer success packages ...
May 12, 2023•26 min•Season 2Ep. 18
Send us Fan Mail In this podcast episode, Sean Ruane, the CEO and Founder of Mind Data, discusses the importance of handling technical issues in a timely and effective manner to maintain a positive relationship with customers. He provides valuable insights for customer success managers (CSMs) on how to handle such issues. This episode covers the following topics: Code Red Situations - unexpected or technical issues that can cause service failures and impact customer success. Advice to Companies ...
May 05, 2023•24 min•Season 2Ep. 17
Send us Fan Mail This podcast episode introduces 'CS Ladies,' an online community dedicated to empowering women working in the field of Customer Success. The community was co-founded by Diana Rubine, Founding Member & Initiator of CS Ladies, and other powerful women in Customer Success. This video is not only about Diana’s career journey, but also about how she co-founded ‘CS Ladies’. It is also about what life taught her and that to have a thriving business career: ◾️ CS Ladies need to come...
Apr 14, 2023•23 min•Season 2Ep. 16
Send us Fan Mail During this podcast episode, Rapyd's Director of SMB Sales Ops & Enablement, Avner Baruch interviews Irit Eizips on her insights on the significance of customer success as a function and strategy for businesses. The conversation touched on topics such as the evolution of customer success and how educating the industry on its practices played a crucial role during its early stages. Additionally, they explored the distinction between customer success as a function and strategy...
Apr 07, 2023•27 min•Season 2Ep. 15
Send us Fan Mail In this podcast episode, Jason Noble, VP Global Customer Success at Vinli, shares his expertise on how organizations can become more customer-centric and ensure that clients are always a top priority in all company processes, operations, philosophy, and mission. Jason explains the importance of a customer-centric strategy in creating a positive customer experience for optimal customer satisfaction. He also addresses common questions such as: What customer centricity is? What are...
Mar 31, 2023•21 min•Season 2Ep. 14
Send us Fan Mail In this podcast episode, Richard Harris shares some valuable insights on the essential sales skills that can help boost the success of customer success teams. As a customer success manager, it's crucial to have a solid understanding of these skills to ensure your team's effectiveness in driving customer satisfaction and loyalty. During this session, you'll learn: How sales skills can be applied to customer success What sales skills are relevant to customer success managers When ...
Mar 24, 2023•13 min•Season 2Ep. 13
Send us Fan Mail In this podcast episode, Guy Galon, provides valuable insights for those building their customer success team. He introduces the 𝐌𝐮𝐥𝐭𝐢-𝐟𝐚𝐜𝐞𝐭𝐞𝐝 𝐂𝐒𝐌 model, which outlines essential skills that CSMs should possess, such as: solid customer-facing experience Proactiveness effective communication skills empathy and the desire to make customers successful. Additionally, he identifies four CSM profiles based on experience and characteristics required for his team: The "𝐏...
Mar 17, 2023•24 min•Season 2Ep. 12
Send us Fan Mail Documenting a business process can take many forms. However, coming up with a consistent approach to process documentation brings about many benefits for CS Ops managers. Pedro Candelas, Senior Customer Success Operations Manager at Elastic, is a former industrial engineer. Before becoming a CS OPS manager, he accumulated a decade of professional experience in documenting and optimizing business processes. Pedro discussed how he documents customer success processes in this podca...
Mar 10, 2023•27 min•Season 2Ep. 11
Send us Fan Mail With an impressive background in luxury and heritage retail, Jennifer Yoder decided to transition into the world of software as a Customer Success Manager at Crave Retail. There is so much to learn from her insights about retail and Customer Success. In this podcast episode, Jennifer explains how Customer Success is manifested in retail and how these practices can be applied to a SaaS or a software company. According to Jennifer, Customer Success exists in retail and emphasizes ...
Mar 03, 2023•18 min•Season 2Ep. 10
Send us Fan Mail When seeking employment as a Customer Success Manager (CSM), it's important to possess a specific set of skills that would enable one to excel in the role. Hiring Managers typically look for candidates who display these skills. During this podcast episode, the CEO & Founder of Mind Data, Sean Ruane highlighted several key skills as being critical for CSMs. Effective communication is a major skill that CSMs must possess to succeed. Another skill that would impress the hiring ...
Feb 24, 2023•21 min•Season 2Ep. 9
Send us Fan Mail Switching from a non-profit job to an entirely different industry can be a daunting task, but Liron Kreitman, the Senior Client Success Manager at Abrigo, has successfully made the transition. Liron's journey from a fundraising director in the non-profit sector to her current role as a Customer Success Manager at a software company is inspiring. She delves into the challenges she faced when making the transition, including learning a new industry, adapting to new work processes ...
Feb 17, 2023•19 min•Season 2Ep. 8
Send us Fan Mail Most Customer Success Managers focus on perfecting the art of creating a success plan in order to maximize value for their customers, increase adoption, and ensure the renewal. In this podcast episode, Senior CSM at BuyerAssist, Dhananjay Tate, shares his perspectives on how he treats his success plans as a MUTUAL undertaking. During the creation of a success plan, DJ aligns himself with his customers to better understand their business problems as well as their desired outcomes...
Feb 10, 2023•19 min•Season 2Ep. 7
Send us Fan Mail Customer Intelligence tools help identify upsell opportunities and prioritize them based on each account’s historical data. By leveraging customer data in a strategic manner, companies can improve their upsell revenues using artificial intelligence. By using an intelligent data tool, all the information needed by those responsible for upsell revenues can be readily accessible, resulting in more efficient customer engagements. Additionally, as the customer intelligence tool gets ...
Feb 03, 2023•30 min•Season 2Ep. 6
Send us Fan Mail Customer onboarding, like any other process, needs constant improvement which also means keeping track of the changes on an a regular basis. That is where the customer onboarding KPIs come in, making timely data-driven decisions is possible. In this podcast episode, Bree Pecci, Customer Success Enablement at ChurnZero, shares a list of customer onboarding KPIs their customers typically track. In addition, Bree walks us through their onboarding dashboard and explains how to adjus...
Jan 27, 2023•34 min•Season 2Ep. 5
Send us Fan Mail How does your customer onboarding phase compare against other companies? This podcast episode introduces a Customer Onboarding Maturity Model to help you figure that out in minutes! Among the most important aspects of the Customer Success journey is onboarding. As such, companies should place a significant effort in ensuring the customer onboarding is aligned with best-in-class practices. The Customer Onboarding Maturity model, developed by Rocketlane, is designed to help compan...
Jan 20, 2023•13 min•Season 2Ep. 4
Send us Fan Mail Changing roles from an Account Manager to a Customer Success Manager’s position is not a trivial move, as many hiring managers might think. According to Kathleen Schubach, Director of Customer Success at CluePoints, the two roles have many transferable skills, but there are vast differences between the two. In this interview, Kathleen discusses some of the differences between the Account Manager role and the Customer Success role, including: Focus and objectives Compensation str...
Jan 13, 2023•22 min•Season 2Ep. 3
Send us Fan Mail Both Account Managers and Customer Success Managers play an essential role in building relationships and maximizing value with and from customers, yet their roles are highly distinct. You might probably see some overlaps between the two roles, but Account Managers and Customer Success Managers have different approaches and responsibilities. Jeffrey Heckler, Director of Customer Success Solutions at MarketSource, provides an in-depth overview of what Account Managers and Customer...
Dec 30, 2022•22 min•Season 2Ep. 2
Send us Fan Mail The role of a strong Customer Success Team becomes even more critical after the economic downturn. Business strategies often change as companies quickly realize the importance of shifting their business model to from product-centric to a customer-centric one. Coping with the new challenge of decreasing renewals and expansions is a reality many companies currently face. However, this is when they should hopefully realize the importance of their Customer Success team. A while back...
Dec 23, 2022•23 min•Season 2Ep. 1
Send us Fan Mail Hiring a first-time CSM might seem hard at first, but our special guest, Brian Hartley, made it simple by sharing his strategy for hiring Customer Success Managers with no previous industry experience. Most customer success leaders prioritize hiring experienced, high-performing CSMs. However, it has become increasingly difficult to find a Customer Success Manager in recent years. Because of this, hiring managers must be creative and are focused on hiring a first-time CSMs with n...
Dec 16, 2022•19 min•Season 1Ep. 17
Send us Fan Mail In customer success, the ability to build impactful relationships with new customers can make a huge difference for a CSM. This podcast episode will help you do just that! The first call with new customers is one of the most important meetings a CSM will ever make. While not all customer welcome calls will be conducted in the same way, there are some things that a CSM can do to help establish a strong connection with a new customer right off the bat. The good news?! In this podc...
Dec 09, 2022•21 min•Season 1Ep. 16
