SaaS Therapy

Summary In this episode of SaaS Therapy, Todd Kirk interviews Gary Yao Chan, co-founder of a startup, Clarity Inbox. They discuss the importance of customer onboarding calls, the transition from sales-led to product-led growth, and strategies for improving user experience and retention. Gary shares insights from his experience conducting hundreds of customer calls, emphasizing the value of persona...

In this episode of SaaS Therapy, hosts Todd Kirk and Casey Trujillo reflect on the key themes and insights from the past season. The conversation highlights memorable guests and their contributions, as well as the challenges faced by B2B SaaS companies in serving diverse customer needs. Looking ahead, they are excitement for the upcoming season and the opportunity to delve deeper into the habits a...

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo discuss the critical importance of maintaining accurate customer contact data in B2B SaaS companies with guest Irwin Hipsman. They explore the common pitfalls organizations face regarding data management, the necessity of effective segmentation, and the role of cross-functional teams in improving database health. The conversation conclu...

In this episode of SaaS Therapy , Kelly Hall, Chief Customer Officer at QuickBase, discusses building a customer-centric culture through emotional intelligence, vulnerability, and human connection. She emphasizes delivering real value, fostering trust, and understanding both customers and employees as individuals. Kelly also shares her journey as a woman in tech and highlights the importance of cu...

On this host-only episode of SaaS Therapy, Todd Kirk and Casey Trujillo discuss the challenges and opportunities within customer education in SaaS organizations, the disconnect between customer education teams and their impact on business outcomes, emphasizing the need for radical change in how customer education is approached. They understand the importance of collaboration with customer success...

Hosts Todd Kirk and Casey Trujillo are joined by UX and market researcher Lauren Oswald to explore the critical aspects of understanding customer needs in the SaaS industry. They discuss the importance of gathering context for data interpretation, overcoming internal biases, and the necessity of humility and trust in research. Lauren emphasizes the significance of user experience over mere functio...

Join Todd Kirk and Casey Trujillo today for a conversation with Madison Hall, Director of Customer Success at RingCentral. Madison shares her journey from an individual contributor to a leadership role, emphasizing the importance of customer success in driving revenue and retaining customers. Learn more about the evolving landscape of customer success, the challenges faced by teams, and the strate...

This is part 2 of a conversation between Todd Kirk and Dave Derington! Find part 1 on Dave's podcast CELab: https://customer.education/podcast/episode-155-todd-kirk-brainstorm-the-two-hump-problem/ In this episode, they focus on the 'two hump problem' that represents the gap between scaled and high-touch learning with customer education. They explore the importance of motivation, the role of admin...

Hosts Todd Kirk and Casey Trujillo welcome Debbie Smith, president of CEdMA, to discuss the evolving landscape of customer education and the importance of certifications. Debbie shares insights on how customer education can drive business outcomes, the role of certifications in enhancing partner success, and the legal implications surrounding certification programs. This conversation also touches...

In this episode of SaaS Therapy, Todd Kirk and substitute co-host Debra Wilson chat with Joe Di Grande, a former VP of Customer Success turned CS consultant. They explore the concept of "tech touch" in customer success, emphasizing its importance in scaling businesses and enhancing customer experiences. Joe provides practical advice on when to adopt digital touch strategies and how to ma...

In this episode Todd Kirk and Casey Trujillo bring on Noah Little, an experienced Customer Success Manager coach, who shares his journey and insights into the evolving role of CSMs. Noah discusses the importance of focusing on revenue generation rather than just relationship management, introducing his Revenue Impact Framework. He emphasizes the need for CSMs to adapt to changing market conditions...

This episode contains some explicit language. Join Todd, Casey and Amanda to discuss the importance of LinkedIn for personal branding and thought leadership. Amanda is the founder of Thot Leader Labs and shares her vulnerability professional journey. Join the conversation to explore the balance between personal and company branding, best practices for thought leadership, and strategies for growing...

Join us for a quick summary about channel partnerships! Be sure to listen our previous episode on channel partnerships with Max! Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠...

In this episode of SaaS Therapy, hosts Todd Kirk and Casey Trujillo have a conversation with Max Alschlager, Senior Manager of Digital Experience at CDW. They explore the dynamics of channel partnerships in the SaaS industry. They discuss the benefits of leveraging established relationships for faster scaling, share success stories of SaaS vendors, and address common pitfalls in partnerships. This...

Todd Kirk and Casey Trujillo chat with Lucas Lovell, VP of Product at Paddle. Listen to dive into the critical role of product management in SaaS and the importance of empathy, stakeholder relationships, and a structured prioritization framework for product development. Join us to discuss the intricacies of product prioritization, emphasizing the balance between value and effort. They explore the...

Join Todd Kirk and Casey Trujillo for a conversation with Roger Mendez, a leader in customer success and operations at Cisco. They discuss the implications of AI in business and education. Roger shares insights from his recent experience at Cornell University, where he explored AI strategy and its potential to enhance human capabilities. Listen to explore the intersection of AI and human behavior...

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome Chiraag Kapoor from Radian Capital to discuss the importance of post-sale metrics in SaaS businesses. They explore key metrics such as retention, bookings, and ARR, emphasizing the need for customer success teams to understand their impact on overall business health. The conversation also highlights the significance of creating...

In this episode, Todd Kirk and Casey Trujillo explore the importance of recognizing opportunities in customer experience through the metaphor of surfing. They discuss how to embrace a mindset of continuous learning, the significance of building trust with customers, and the need for cultural adaptation in business practices. Takeaways Taking time off can lead to fresh perspectives. Data should be...

Get a quick introduction to this past Tuesday's episode with Samantha Murray. If you haven't listened to that episode, go listen to it!

Join Casey Trujillo and Todd Kirk live from Silicon Slopes recording studio in Utah for an interview with Samantha Murray, Customer Education guru. Sam Murray discuss the critical role of customer education in SaaS organizations, drawing on Sam's extensive experience at Shopify. The conversation highlights the challenges of organizational silos and the necessity of collaboration across teams t...

In this conversation, Todd Kirk, Ed Powers, and Casey Trujillo discuss the importance of change management in driving user adoption and success in organizations. They explore the human aspects of change, effective communication strategies, and the role of customer success managers in facilitating smooth transitions. The discussion emphasizes the need for awareness, desire, knowledge, ability, and...

References: Nexus - Yuval Noah Harrari Stolen Focus - Johann Hari Deep Work - Cal Newport Be Data Literate 2nd Edition - Jordan Morrow The AI Awakening - Dr Mazhgan Tavakolifard Mastering the Data Paradox - Nitin Seth Todd Kirk and Casey Trujillo talk with Jordan Morrow, a leading expert in data literacy and AI transformation. The conversation explores the importance of understanding data literacy...

Welcome to Season 4 of SaaS Therapy. In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome Kristen Hayer, founder and CEO of Success League. Listen to explore Kristen's entrepreneurial journey, the importance of leadership and ownership in customer success, the role of influence and accountability in leadership, and best practices for presenting to executives. Kristen shares he...

In this special holiday edition of SaaS Therapy, hosts Todd Kirk and Casey Trujillo reflect on the key insights and themes from Season 3. We'll take you back to some of our favorite conversations from this season such as the analogy of the Winchester Mystery House to illustrate the complexities of learning management systems, and the significance of understanding customer experiences. The host...

Join us for a great conversation with Todd Kirk and Casey Trujillo and guest Marley Wagner, a digital customer success consultant, to explore the evolving role of customer success in the SaaS industry. They discuss the importance of balancing automation with human interaction, the need for cross-functional collaboration between marketing and customer success, and the significance of understanding...