Strikedeck

Irene Lefton shares her insights from working in multi-generational workplaces, and how Gen-X'ers, Millennials, and Baby Boomers view communication and technology in their careers. Tune in to hear stories from Irene's and Kristen's work experiences, and much more!

Steve & Kristen get together at the Workshop Cafe in San Francisco to discuss their favorite Customer Success books, what they're reading currently, and which books have helped them the most in their careers so far.

We'll be back with more podcasts very soon! Enjoy your summer, and tune back in early August for more interviews with CS leaders and professionals sharing their perspectives.

Tom Lipscomb discusses how he looks at leading, lagging, and process performance indicators, and goes into detail on how to implement all of them. He also goes into depth on how to get started with the right KPIs & metrics if you're just getting started in Customer Success.

Lauren Costella goes into detail of how she went about choosing a CS platform, and what to think about when making your decision.

Loni, who works for a company that deals in recruitment technology, discusses how she builds CS teams, and what she looks for in a new recruit. She explores how to build a Customer Success organization, the various roles you should introduce as you scale, and how to make smart decisions about who to add and when.

Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like Finance, Customer Enablement/Professional Services, and Support, and trend and best practices to implement.

Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like Sales, Marketing, and Product.

Doug leads a joint Sales & Customer Success initiative and explains how he makes it work. He discusses how he transitioned his team from a reactive "customer care" approach to a truly proactive Customer Success experience.

Carey Wong, Director of Customer Success at LearnUp, shares the story of her career development, and how she went from being the first CSM at her company, to leading the entire CS operation. Anyone, even non-CSMs can learn from her journey!

Kristen Hayer, CEO & Founder of The Success League, chats with Jack Phillips, VP of Customer Success, and Victorina McAdam, Head of Implementation, at PresenceLearning about how they structure their onboarding, and optimize their implementation. They discuss the challenges in a seasonal vertical like education, and why that changes how CS operates.

Kristen Hayer, Founder and CEO of The Success League, hosts a discussion with Kim Oslob, VP of Customer Success at Whisbi, on how to structure the first 6 months of leading a new CS team. See Kim's original blog post that inspired this podcast here: http://strikedeck.com/10-steps-to-a-winning-cs-team/.