Episode 280: Jonathon Garcia debunks Dillon's fears about everyone's new favorite term: "fractional." ⏱️ Timestamps: 00:00:00 - Intro 00:02:08 - The future is fractional 00:02:53 - Balancing senior and entry roles 00:03:39 - Remote work revolution 00:04:59 - Cautious optimism or concern 00:06:02 - Hiring for outcomes, not people 00:08:03 - Fractional work's social contract 00:11:34 - Planning the next discussion 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimeval...
Jul 03, 2025•14 min•Ep. 330
Episode 279: Amanda Hershberger is building something from the ground up. ⏱️ Timestamps: 00:00:00 - Intro 00:01:19 - Building Agent Fire 00:01:55 - Webinars for scrappy startups 00:03:05 - Structuring webinars effectively 00:04:08 - Engaging through webinars 00:05:14 - Growing webinar attendance 00:06:35 - Rob’s prerecorded webinar mishap 00:09:23 - Tailoring learning for real estate agents 00:10:21 - Repurposing webinar content 📺 Lifetime Value: Your Destination for GTM content Website: https:...
Jul 02, 2025•14 min•Ep. 329
Episode 278: Mike Lemire laments the rock and the hard place CS leaders have historically been put in. ⏱️ Timestamps: 00:00:00 - Intro 00:02:49 - The CS leadership trap 00:03:19 - Head of CS: A limbo role 00:04:26 - Titles and their implications 00:06:10 - Personal stories: Climbing the ladder 00:07:50 - Challenges in career pathing 00:08:34 - The hall monitor analogy 00:09:13 - Why CS isn't valued 00:10:28 - Unpacking the title resistance 📺 Lifetime Value: Your Destination for GTM content Webs...
Jul 01, 2025•13 min•Ep. 328
Episode 277: Ricardo Araujo knows where to find the good feedback. ⏱️ Timestamps: 00:00:00 - Intro 00:01:35 - Thoughts on customer success 00:02:57 - Everyone's job vs. nobody's job 00:04:28 - Reading public reviews 00:06:56 - Expanding customer engagement 00:07:18 - Sales team learning by visiting 00:10:15 - Importance of customer proximity 00:12:46 - Building product feedback loops 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with t...
Jun 30, 2025•17 min•Ep. 327
Episode 276: Rob, JP, and Dillon discuss effective pulse checks with your customers. ⏱️ Timestamps: 00:00:00 - Intro 00:01:24 - Quick pulse check insights 00:02:39 - Creative feedback techniques 00:03:34 - Building trust with questions 00:05:38 - Timing is everything 00:07:15 - The QBR question dilemma 00:12:04 - Measuring customer happiness 00:13:27 - Wrapping up 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's L...
Jun 27, 2025•17 min•Ep. 326
Episode 275: Chad Horenfeldt knows CSMs are seeing more pressure than ever. ⏱️ Timestamps: 00:00:00 - Intro 00:01:30 - A book in the making 00:02:52 - Under pressure 00:06:08 - Strategic CSMs 00:07:25 - Navigating workplace dynamics 00:10:22 - Defining strategy 00:14:22 - Action speaks louder 00:15:51 - Moving forward 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryou...
Jun 26, 2025•17 min•Ep. 325
Episode 274: The usually affable Bob London has got a bone to pick. ⏱️ Timestamps: 00:00:00 - Intro 00:02:05 - Airport AMAs and LinkedIn tales 00:03:03 - LinkedIn parody and engagement 00:05:31 - Bob's satirical posts 00:06:42 - Social media madness 00:08:01 - Social personas vs. reality 00:10:24 - Comedy and authenticity 00:12:27 - The power of choice and control 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's L...
Jun 25, 2025•14 min•Ep. 324
Episode 273: Monica Stewart wants to know how we get to value sooner. ⏱️ Timestamps: 00:00:00 - Intro 00:01:31 - The big question on customer success 00:01:48 - Vendor mishaps and lessons learned 00:05:27 - Why traditional sprints fail 00:07:04 - Rob's show and tell inspiration 00:08:33 - The power of focused sprints 00:11:03 - Internal dysfunction challenges 00:12:21 - Positivity and customer engagement 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia....
Jun 24, 2025•17 min•Ep. 323
Episode 272: Laura Kightlinger is on a journey to find the balance. ⏱️ Timestamps: 00:00:00 - Intro 00:02:01 - The focus struggle in CS 00:02:38 - AI's role in modern efficiency 00:03:54 - Time management and side projects 00:06:20 - The exhaustion of context switching 00:07:24 - Meditation and resisting distraction 00:11:18 - Finding balance in a noisy world 00:13:05 - Wrapping up the conversation 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝...
Jun 23, 2025•15 min•Ep. 322
Episode 271: Jeff Moss returns to chat the rapid evolution of AI in the workplace. ⏱️ Timestamps: 00:00:00 - Legal automation and AI's impact 00:00:30 - Meet the standup team 00:01:17 - Jeff's journey in customer success 00:02:17 - The perfect haircut experience 00:03:11 - AI: Savior or just a tool? 00:05:35 - Education's AI curriculum 00:06:14 - Gaps and challenges in AI 00:12:12 - Responsibility in the AI era 00:28:01 - Future skills and AI's evolution 00:37:32 - Philosophy, reasoning, and AI ...
Jun 20, 2025•49 min•Ep. 321
Episode 270: Andrea Wojnicki wants you to double down on your unique strengths. ⏱️ Timestamps: 00:00:00 - Intro 00:02:02 - The power of personal branding 00:03:28 - Foundation of professional growth 00:03:47 - JP's LinkedIn journey 00:05:46 - Two-step branding process 00:07:58 - Communication before clarity 00:09:00 - Aspirations in personal branding 00:10:50 - Final thoughts and takeaways 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect ...
Jun 19, 2025•13 min•Ep. 320
Episode 269: Therese Mucherie is looking to the future. ⏱️ Timestamps: 00:00:00 - Intro 00:02:18 - Evolution of customer success 00:04:41 - Rethinking KPIs in CS 00:06:00 - AI's role in personalizing service 00:07:41 - Commercial vs non-commercial debate 00:09:35 - Everyone's selling, but how? 00:10:41 - Global perspectives on SaaS 00:11:46 - Cultural nuances in business 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dil...
Jun 18, 2025•14 min•Ep. 319
Episode 268: Noble Todd describes how he made the leap from sales to customer success. ⏱️ Timestamps: 00:00:00 - Intro 00:02:07 - What’s on Noble's mind about CS 00:03:01 - Transitioning from sales to CS 00:04:17 - JP's tips for CS success 00:08:24 - The challenge of landing a CS role 00:09:56 - Rob's unexpected sales journey 00:12:48 - Rob’s value model of expansion selling 00:13:48 - Noble's thoughts on discovery and solutions 📺 Lifetime Value: Your Destination for GTM content Website: https:...
Jun 17, 2025•16 min•Ep. 318
Episode 267: Laura Condy returns to the show to play a little game. ⏱️ Timestamps: 00:00:00 - Intro 00:02:24 - Traits in CS leadership 00:03:30 - Green flags in leaders 00:05:50 - The value of humility 00:06:46 - Realistic goals over lofty dreams 00:09:00 - Astrology and work life 00:11:08 - Rule number six revealed 00:11:41 - The power of taking PTO 00:12:48 - The ulterior motive unveiled 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect ...
Jun 16, 2025•15 min•Ep. 317
Episode 266: In a new era of work, have the boundaries within it changed? ⏱️ Timestamps: 00:00:00 - Intro 00:01:16 - The awkward Reddit post 00:02:10 - Anodyne responses explored 00:03:15 - Romantic intentions revealed 00:04:59 - Navigating workplace boundaries 00:06:54 - Remote work relationships 00:07:33 - Dynamics and drama at the office 00:08:54 - Power dynamics and misreads 00:11:28 - Risky business of office romance 📺 Lifetime Value: Your Destination for GTM content Website: https://www.l...
Jun 13, 2025•14 min•Ep. 316
Episode 265: Ezra Zimbler worked at LinkedIn for over ten years, and now he's his advice on how to harness it. ⏱️ Timestamps: 00:00:00 - Intro 00:02:15 - The good and bad of LinkedIn communities 00:03:17 - The art of self-quoting 00:04:01 - LinkedIn for job seekers 00:07:54 - Authenticity on LinkedIn 00:09:25 - Defining authenticity 00:10:28 - LinkedIn's vision revealed 00:11:29 - The algorithm's riddle solved 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevalue...
Jun 12, 2025•13 min•Ep. 315
Episode 264: Karin Dgana shares the roadmap for non-managerial customer success. ⏱️ Timestamps: 00:00:00 - Intro 00:01:28 - Motivation behind Intelligent Success 00:02:40 - Building a CS career beyond leadership 00:03:44 - Navigating leadership possibilities 00:06:25 - Path to independence in CS roles 00:08:08 - Staying motivated amid change 00:10:33 - Solving big problems as an IC 00:12:34 - Mastering the art of saying no 📺 Lifetime Value: Your Destination for GTM content Website: https://www....
Jun 11, 2025•16 min•Ep. 314
Episode 263: Akash Sorathia is trying to crack the code on the new revenue mindset. ⏱️ Timestamps: 00:00:00 - Intro 00:02:20 - Revenue-driven mindset shift 00:02:50 - Misalignment and clear roles 00:04:12 - Building a hungry CS team 00:05:22 - Relationship selling mastery 00:06:07 - Goal-oriented CS approach 00:08:39 - Structuring for CS success 00:09:15 - Say no to spiffs 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: D...
Jun 10, 2025•12 min•Ep. 313
Episode 262: De'Edra Williams returns, even more fabulous than before. ⏱️ Timestamps: 00:00:00 - Intro 00:02:04 - Introducing the fab five 00:04:05 - Star Trek character analogies 00:06:23 - Khan as churn 00:07:27 - Implementing the strategy 00:09:26 - Funding the Starship Enterprise 00:11:51 - Vision for customer success 00:12:42 - May the force be with you 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedI...
Jun 09, 2025•14 min•Ep. 312
Episode 261: Boaz Maor discusses his experience starting a brand new role. ⏱️ Timestamps: 00:00:00 - Intro 00:01:14 - Why NPS matters more than you think 00:02:59 - The mission to fix healthcare 00:03:34 - Capitalism meets chaos in U.S. healthcare 00:10:15 - Making routine care truly affordable 00:16:09 - The three layers of customers 00:30:04 - Rethinking NPS for complex models 00:36:14 - Finding your fit in customer success 00:42:16 - Careers built on curiosity and connections 📺 Lifetime Valu...
Jun 06, 2025•46 min•Ep. 311
Episode 260: Clare Knight says "All aboard the onboarding train!" ⏱️ Timestamps: 00:00:00 - Intro 00:02:37 - Controversial suggestion: onboarding in sales 00:03:35 - Aligning incentives between sales and onboarding 00:04:29 - Crossing the promise-to-delivery chasm 00:06:32 - Fighting the trough of disillusionment 00:08:52 - Onboarding as the customer's cheerleader 00:09:11 - Risks and realities of early CS involvement 00:11:21 - Final thoughts on seamless transitions 📺 Lifetime Value: Your Dest...
Jun 05, 2025•14 min•Ep. 310
Episode 259: Kimberly Ayala is polling the audience. ⏱️ Timestamps: 00:00:00 - Intro 00:01:32 - The great product knowledge debate 00:02:19 - Finding your depth: JP’s product layers 00:05:13 - When business value outweighs product know-how 00:06:32 - Bridging the product knowledge gap 00:08:02 - The power of asking ‘why’ 00:10:31 - There's no one-size-fits-all answer 00:12:02 - Experimenting to find what works 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevalue...
Jun 04, 2025•14 min•Ep. 309
Episode 258: Majd Maksad is working on something big. ⏱️ Timestamps: 00:00:00 - Intro 00:01:35 - Rethinking customer communication 00:03:02 - Say goodbye to repeating yourself 00:04:43 - You're not Steve: The pain of support calls 00:05:09 - Envisioning autonomous customer success 00:07:03 - The high cost of ignoring AI 00:07:47 - Real-world AI use case: Bug-fixing bots 00:08:39 - Revenue generation over cost cutting 00:10:42 - Wrapping up and what's next in AI CS 📺 Lifetime Value: Your Destina...
Jun 03, 2025•13 min•Ep. 308
Episode 257: Brian Hansen is here to help motivate founders AND customers. ⏱️ Timestamps: 00:00:00 - Intro 00:02:25 - Merging humanity with business strategy 00:03:13 - Why founders procrastinate post-sale 00:04:16 - From anxiety to action: Rob’s framework 00:06:11 - Communication: the key to retention 00:07:06 - Courage and growth in the unknown 00:09:10 - Logic versus fear: managing founder anxiety 00:10:23 - Founders don’t know what they don’t know 📺 Lifetime Value: Your Destination for GTM ...
Jun 02, 2025•14 min•Ep. 307
Episode 256: JP & Dillon uncover what ambition means in the modern career. ⏱️ Timestamps: 00:00:00 - Intro 00:01:20 - Finding value in purposeful work 00:02:58 - Is ambition always a requirement? 00:04:32 - The hidden face of age bias 00:05:38 - Women, families, and ambition gaps 00:07:06 - When promotion isn't the prize 00:08:19 - The cost of hustle culture 00:09:32 - Final thoughts and future debates 00:09:38 - Credits and contact info 📺 Lifetime Value: Your Destination for GTM content We...
May 30, 2025•10 min•Ep. 306
Episode 255: Lindsey Hulet, a VP of Operations *and* People, sees the internal workings of a tech company from a unique perspective. ⏱️ Timestamps: 00:00:00 - Intro 00:02:23 - People success mirrors customer success 00:03:21 - Employee lifecycle as the new customer journey 00:05:07 - Analogies between CS and people ops 00:06:42 - The Builder Prime team size and impact 00:07:14 - Creating a benefits backlog 00:08:36 - The power of human-centric employee growth 00:10:49 - When startups should inve...
May 29, 2025•13 min•Ep. 305
Episode 254: Justin Neal is navigating the rapidly evolving customer success practice. ⏱️ Timestamps: 00:00:00 - Intro 00:02:34 - The arms race in CS begins 00:04:01 - Goodbye fluff, hello metrics 00:06:07 - Why customer success is shifting 00:08:04 - The enterprise mismatch dilemma 00:09:28 - Redefining ops: More than just tools 00:10:43 - Breaking down the ops framework 00:11:27 - Perception vs. pricing in CS hiring 00:12:18 - Final thoughts and future outlook 📺 Lifetime Value: Your Destinati...
May 28, 2025•13 min•Ep. 304
Episode 253: Megan Burns knows it all begins with trust. ⏱️ Timestamps: 00:00:00 - Intro 00:01:47 - Trust takes center stage in B2B CX 00:03:02 - Beyond personal bonds: Organizational trust 00:04:02 - Trust issues with traditional CX metrics 00:04:51 - The silent driver across the customer journey 00:06:09 - The four pillars of customer trust 00:07:08 - The Ben Franklin effect in CX relationships 00:08:02 - Horizontal vs. vertical consistency challenges 00:09:35 - Why consistency scales better t...
May 27, 2025•12 min•Ep. 303
Episode 252: Scott Shou workshops a challenge: teaching a customer dog new tricks. ⏱️ Timestamps: 00:00:00 - Intro 00:01:18 - Scott’s journey into algorithmic marketing 00:02:02 - Marketers evolving into business builders 00:03:42 - Breaking bad testing habits 00:05:10 - Better testing through communication 00:06:31 - The auto insurance test case 00:08:36 - Measuring rigor over randomness 00:09:14 - How beer started a business bond 00:10:48 - Building better processes through data 📺 Lifetime Va...
May 26, 2025•13 min•Ep. 302
Episode 251: What has become of the social contract around employment? ⏱️ Timestamps: 00:00:00 - Intro 00:02:01 - Caught on tape: Private meeting fallout 00:03:38 - When performance isn’t enough 00:04:44 - The myth of avoiding politics 00:05:59 - Be a force multiplier, not a divider 00:06:59 - From messed with to messed up 00:08:29 - Promotions as silent punishment 00:09:07 - Feedback and the broken social contract 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetime...
May 23, 2025•12 min•Ep. 301
