Strikedeck

Kristen worked with Evan Rich, the Director of Customer Success at NS1, as he built out their first health scoring system. This episode covers that process, what it took to build, how that reporting helped his team, and what he would recommend to other leaders looking to do the same.

Courteney joins Kristen to talk about data-driven Customer Success programs. They get into the details of how to shift from an emotional, reactive program to a data-driven, proactive customer journey, and much more!

John Laino, the Vice President of Customer Success from ServiceTitan joins Kristen to talk about a very cool initiative he kicked off on his team called ALIGN, which is all about optimizing customer outcomes to go beyond product adoption.

Tim is the Director of Client Success at Finalsite; Finalsite is a company that produces top-notch websites for schools and school districts around the world. Tim joins Kristen to discuss how important it is for Customer Success leaders to serve as the public relations team for Customer Success within their own companies, and how to do it successfully.

Shaun join Kristen on the podcast to talk about an interesting role that is surfacing on a lot of success teams – the success engineer. Shaun VanWeelden is the Senior Manager of Success Engineering at Engagio. He started at the company back in 2016 as a success engineer, and has grown his role and the team. He’s going to share his journey and ideas on this episode.

Bill is the author of The Art of Agile Marketing. He joins Kristen to talk about customer education, and shares some practical approaches to building out a client training program.

Mike Sasaki, the Director of Customer Success for Mitek Systems, joins Kristen to talk about what to do, and bravely, what not to do in your first year as a Customer Success leader.

Kristen is joined again by Chad Horenfeldt, the VP of Customer Success for Updater. In this episode, they talk about ways that you can accelerate your career in Customer Success.

Kristen is joined by Arjun Devgan, the VP of Global Customer Success & Services at Percolate in San Francisco. Arjun is passionate about product adoption, how change management is a critical aspect of adoption, and what Customer Success professionals can do to facilitate change.

In this episode, Kristen chats with Lindsay Kapsa, the Director of Customer Success for Schoology. They talk about the journey Schoology went through as they added Customer Success to their company.

Lauren Costella is the Vice President of Customer Success at Medrio, a member of The Success League advisory board, and a frequent blogger on a variety of Customer Success topics. She is back on the podcast to chat with Kristen about how to optimize your hiring process for Customer Success roles.

Ed Powers, the Vice President of CS for InteliSecure, is a frequent speaker on the topic of neuroscience and Customer Success. In this episode, Kristen and Ed discuss how people make the renewal decision, as well as ways that CSMs can better engage their clients.

Kristen chats with Donna Weber, the Principal at Springboard Solutions, a consulting company that focuses on helping companies create amazing onboarding experiences. This episode covers how you can build an orchestrated onboarding journey for your customers.

In this episode, Kristen talks to Andrea Spillman-Gajek, formerly the SVP of Operations & Customer Success for Captricity. Andrea was one of the founding members of the Captricity team, and built their Customer Success function and team from scratch. She talks about how she did that and some of the frameworks she used.

Kristen chats with Chad Horenfeldt, the Vice President of Client Success at Updater. In this episode, they talk about focusing on productivity and how Customer Success professionals can get more of it.

In some of our recent episodes we’ve focused on helping customers achieve business outcomes that are tied to KPIs and goals. Ari Hoffman, Success Fanatic for MindTouch, joins Kristen to talk about how to balance the focus on goals and outcomes with helping customers work with products and understand features in the day-to-day.

Vitor Lopes is a Customer Success professional based in Berlin, Germany. Vitor is formerly the Head of Customer Success for EMnify, and is currently advising early stage companies. He joins Kristen to talk about ways that you can tailor your CS program to the members of your team.

In this episode, Kristen talks to Anne Liiri, the Customer Success Director for Vainu. Vainu has offices around the globe, and Anne is based in Helsinki, Finland. Since Vainu is in the AI and data field, Anne explains how CS teams should look beyond the health score to other sets of data that can help them serve their customers more effectively.

Kristen chats with Kim Oslob, then the Vice President of Customer Success at Whisbi, based in Spain. Kim is based in Silicon Valley, but managed a team located in Europe. This episode covers the ins and outs of managing a remote, global team.

Kristen chats with Suraj Mohandas, the Vice President of Customer Success for Spear Education, an organization that is dedicated to the pursuit of great dentistry through ongoing education for dentists and dental practices that provides continuing education for the dental industry. This is the second VP of CS role for Suraj, and his next logical career step is the role of Chief Customer Officer. This episode covers the role of the CCO, the skills you need to build to get there, and what Suraj is doing to prepare himself for the CCO role.