SaaS Therapy

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Episodes

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SaaS Therapy

Get comfy. It's time for "SaaS Therapy," with industry veterans Todd Kirk and Casey Trujillo – the podcast for customer-facing teams in SaaS. Casey and Todd leverage their experience working between software vendors and their clients to help you master your SaaS customer relationships. They dig into the complexities of client relationships, offer expert insights, and share proven strategies for overcoming common challenges. It's not just a podcast—it's a masterclass in nurturing and enhancing your SaaS customer connections.

Episodes

Check-in: Mapping the new funnel with Justin Edwards, SVP of Revenue @ Mercato Partners

Only 28% of clients report that their QBR is valuable to them. What else are we doing that just doesn't work? today, we're recapping the highights of our recent conversation about the levers in our control to re-shape the funnel, with Justin Edwards, the lead of the revenue practice with Mercato Partners. Takeaways SaaS companies are facing challenges due to changes in the economy and growth rate decline. Expanding revenue within existing customers is crucial for efficient growth. Tradit...

Mar 15, 2024•10 min•Transcript available on Metacast

Taking control of the broken funnel with Justin Edwards, SVP of Revenue @ Mercato Partners

Today, we're joined by Justin Edwards, SVP of Revenue @ Mercato Partners (a venture capital fund supporting early-stage technology companies). In his role, Justin works closely with revenue teams in tech startups as an expert growth advisor. In this episode, Justin discusses the biggest challenge facing startups today - the decline in growth rate, and what Customer Success teams can do to take control of their available levers. Takeaways The decline in growth rate is the biggest challenge fa...

Mar 12, 2024•54 min•Ep 9•Transcript available on Metacast

Check-in: Using MEDDPICC to keep a pulse on retention health

Our Friday re-cap of MEDDPICC, the framework for understanding and predicting the likelihood of a sale or renewal. Today, Casey reminds listeners of the key parts of MEDDPICC and how to start putting the framework into action. Takeaways MEDDPICC is a methodology to help customer success managers and sales reps understand the likelihood of customer renewal. Champions within customer organizations are crucial for fighting for renewal or purchase. Criteria for identifying a champion include access ...

Mar 08, 2024•9 min•Ep 8•Transcript available on Metacast

Why clients buy vs. why they renew - using MEDDPICC to keep up with clients' evolving needs

The first year of a new customer's contract is key to how long they'll stay a customer. But account teams often find themselves in reactive mode as clients' priorities, key points of contact, and budgets shift. In this episode, Todd and Casey discuss MEDDPICC - a framework for account teams to use as they move a customer from purchase to renewal in a shifting landscape. Did your product make your clients more money? Did it save them money? Or did it protect them from risk? Always sta...

Mar 05, 2024•34 min•Transcript available on Metacast

Check-in: Highlights from our conversation with Tim Hill, Director of CS @ Gong

Our regular Friday re-cap of our Tuesday interview with Tim Hill, Director of Customer Success at Gong, a rapid-growth revenue intelligence company on the Deloitte Technology Fast 500 list. Takeaways Investing in customers is crucial for their success. Sales and customer success have different focuses and timelines. Measuring the outcomes of investments is essential. Engaging key personas and delivering value builds trust and retention. Understanding customers and providing incremental value is ...

Mar 01, 2024•10 min•Ep 6•Transcript available on Metacast

How key personas are helping Gong increase GRR by 25% with Tim Hill, Director of CS @ Gong

Do your key customer contacts experience real value in your product? Tune into to our conversation with Tim Hill, Director of Client Success at Gong, a rapid-growth revenue intelligence company on the Deloitte Technology Fast 500 list. Tim shares insights into driving customer retention and growth, emphasizing the importance of engaging key personas and earning their trust and attention. We also discuss the alignment between sales and customer success, and the need for incentives that support bo...

Feb 27, 2024•48 min•Transcript available on Metacast

Check-in: Highlights of our conversation with Maranda Dziekonski, SVP of CS @ Datasembly

Each Friday, we'll unpack the key points, or dig further into one specific topic, from our Tuesday episode. Repetition is key to learning, and we're here for it. Summary In this check-in, Todd revisits four incredible gems from our conversation with Maranda Dziekonski (SVP of Customer Success and Ops @Datasembly), including: How customer success must evolve in response to current economic conditions Insight into how Client Success should tie themselves to revenue outcomes and learn how t...

Feb 23, 2024•10 min•Ep 4•Transcript available on Metacast

"Is CS thriving or dying?" with Maranda Dziekonski, SVP of CS @ Datasembly

Maranda Dziekonski, SVP of Customer Success and Ops at Datasembly, is a ground-up builder with over 20 years of experience in crafting world-class operations, specializing in Customer Success, Support, Tech Support, and Sales across B2B, B2C, and B2B2C sectors. Maranda's leadership has earned accolades as a Top 100 Customer Success Strategist, amongst many other recognitions. You can follow Maranda on Twitter @marandasays. Resources Connect with Casey Connect with Todd Visit the show page Ge...

Feb 20, 2024•48 min•Ep 3•Transcript available on Metacast

Why SaaS Therapy?

Get to know your hosts, Todd Kirk and Casey Trujillo, as they discuss the importance of relationships in SaaS, the challenges that arise in these relationships, and how to respond. They'll share data, stories, voice of customer, and actionable tips you can use right away to improve your customer relationships and drive retention. Takeaways Relationships are crucial in the SaaS industry and require constant attention and effort. Challenges often arise in SaaS relationships, including misalign...

Feb 13, 2024•18 min•Ep 1•Transcript available on Metacast

Building the new QBR

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo discuss the quarterly business review (QBR). They address the anxiety and stress that customer success managers often feel when conducting QBRs and emphasize the importance of preparing for them. The hosts provide tips on how to review data with the point of contact before the QBR, focus on the customer's needs and strategic initiatives, provide value to the executive team, look forward to future initiatives, and make the point of...

Feb 12, 2024•30 min•Ep 2•Transcript available on Metacast