SaaS Therapy

In this Friday check-in episode, Todd dives into the highlights of his discussion with Emilia, focusing on her unique concept of "crunchy conversations" and the importance of team alignment across sales, marketing, product, and customer success. He explores how transparent and honest discussions can break down silos, improve accountability, and ultimately drive customer success. Todd also shares p...

Todd Kirk and Casey Trujillo welcome Emilia D'Anzica, founder of Growth Molecules, to discuss the importance of customer success and journey mapping. Emilia shares her insights on how to effectively engage stakeholders, identify friction points in customer experiences, and reduce churn. In this conversation, Emilia discusses the importance of accountability in customer journey mapping, emphasizing...

Join Todd Kirk and Casey Trujillo for a conversation with guest Anthony Pierri, co-founder of Fletch PMM, to discuss the critical importance of effective positioning and messaging for SaaS companies. Explore common pitfalls in SaaS marketing, the need for clarity in communication, and the challenges of differentiating products in a crowded market. Anthony emphasizes that software marketing require...

In this special holiday episode of SaaS Therapy , host Todd Kirk takes a moment to reflect on the incredible journey of the podcast's first year. From insightful guest interviews to meaningful audience interactions, Todd shares his gratitude for listeners and the SaaS community. He also highlights how the show has been a source of inspiration and learning for him personally. Todd leaves listeners...

Happy Thanksgiving week! Host Todd Kirk and guest Tyler Rogers express gratitude for the often-overlooked role of CSMs, who bridge the gap between product and customer needs, manage renewals, and enhance the customer journey. Tyler shares insights from his 15 years of experience as a CSM, emphasizing the balance of relationship management and expertise required to succeed in this role. Takeaways C...

Casey Trujillo discusses insights from Maria Manning-Chapman's episode that focuses on customer education and engagement metrics. The conversation highlights the importance of understanding how many users are interacting with educational resources and the impact of these interactions on software adoption and customer experience. Learn how customer engagement strategies relates to Tesla's approach...

Todd Kirk and Casey Trujillo chat with Maria Manning-Chapman, VP of Education Services Research at TSIA. The conversation explores the challenges and misconceptions surrounding Learning Management Systems (LMS) in customer education, the importance of analytics, and the disconnect between stated objectives and actual practices in education organizations. Maria emphasizes the need for data-driven s...

Today features a conversation with Jenelle Friday, founder of LionheartCS, to explore the significance of emotional intelligence (EQ) in the SaaS industry. Jenelle shares her personal journey towards understanding EQ, emphasizing the importance of self-awareness and how it impacts both personal and professional relationships. Listen to learn practical strategies for enhancing emotional intelligenc...

In this episode of SaaS Therapy, Todd Kirk discusses the critical aspects of customer experience that Andrew talked about in Tuesday's episode. Explore the definition of customer experience, the importance of understanding customer journeys, and the need for data-driven insights to enhance customer satisfaction. Takeaways Customer experience is the delivery of the brand promise. Many SaaS companie...

Todd Kirk and Casey Trujillo engage with Andrew Carothers, a senior customer experience leader, to explore the multifaceted world of customer experience (CX). They discuss the definition of CX, the importance of aligning it with brand promises, and the necessity of a data-driven approach to enhance customer interactions. Andrew shares insights on building a customer-centric experience, measuring s...

Happy Halloween week! Todd Kirk and Casey Trujillo discuss spooky insights from a live survey conducted at the ZERO-IN 2024 conference, focusing on the evolving role of Customer Success Managers (CSMs). Learn how CSMs define their roles, the challenges they face in managing multiple accounts, and the effectiveness of training methods. It's clear from the survey results that there's a disconnect be...

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo talk with Matt Collier, a seasoned customer success leader, to explore the intricacies of customer success metrics, KPIs, and the evolving role of customer success managers. Their conversation dives into the importance of measuring the right outcomes rather than just activity, the balance between customer satisfaction and commercial suc...

Join co-hosts Todd Kirk and Casey Trujillo to talk about the critical aspects of customer education, including focusing on the importance of micro learning and the preferred methods users have for learning. There is a need in corporate training for engaging video content that is concise and user-friendly. Learn from our co-host some of the best practices for creating educational content, effective...

Welcome Dwayne Grant, VP of Customer Experience at Evercommerce to SaaS Therapy. This conversation with Todd, Casey, and Dwayne delves into the intricacies of customer experience in the B2B space. Dwayne emphasizes the importance of brand trust, effective onboarding, and the need for businesses to be data informed rather than data led. Hear Dwayne share insights on navigating customer relationship...

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome Mark Sunday, former CIO of Oracle, to discuss his extensive career and insights into the role of a CIO. Mark shares his journey from semiconductor companies to leading IT at Oracle, emphasizing the importance of strategic thinking, security, and driving adoption of technology. He provides valuable advice for startups looking to...

Casey Trujillo recaps insights from our most recent panel episode with industry experts on how to effectively do more with less in today's business environment. The conversation highlights practical strategies for maximizing resources, aligning initiatives with business objectives, and the importance of emotional detachment from results. Key takeaways include the significance of involving dive...

Recorded episode from a live podcast event on hosted at Silicon Slopes Studio on September 11th, 2024. Welcome our guest panel: Doug Norton | Head of CS @ Bill.com Kate Sharp | Director of CS @ BrainStorm Roger Mendez | Global Leader of CS @ Cisco Alyssa Sorensen | Customer Education @ Spiff These Utah CS experts join Casey Trujillo to discuss the landscape of customer success in the SaaS industry...

Welcome to Season 3! Today, Todd & Casey discuss conscious leadership and its importance in building strong relationships. Explore the idea of being above the line- curious, open, and committed to learning- and being below the line- closed off and committed to being right. This conversation highlights the significance of emotional intelligence in navigating challenging situations and building...

Todd and Casey reflect on their favorite moments from the past season and discuss upcoming topics. They highlight conversations with Mark Stagi, Dave Darrington, Vicki Kennedy, the Jasons from the Jasons Take On podcast, and Josh Mollis. They discuss the importance of giving and receiving feedback, focusing on the right metrics, aligning teams within an organization, and competing on the customer...

Todd and Casey discuss the importance of properly introducing a digital academy in the onboarding process for SaaS vendors. They share examples of poor onboarding experiences and highlight the need for a balanced approach between digital and human-led onboarding. Hear about the success of Fishbowl, a customer who reduced onboarding time, support call volume, and fully onboarded customers without h...

Todd Kirk and Casey Trujillo are joined by Kevin Alster, the head of Synthesia Academy. They discuss the challenges of traditional lecture-based instruction and the need for more engaging and effective learning methods. It's time to rebrand L&D and shifting the focus to performance and outcomes. Takeaways Traditional lecture-based instruction is not effective in engaging learners and drivi...

Todd Kirk and Casey Trujillo discuss the importance of driving change and adoption in SaaS organizations. They identify six key moments of need where customers are highly motivated to take action: Onboarding When customers ask for help and support During the renewal process When customers request professional services During major events Upsell situations They emphasize the need for SaaS vendors t...

Happy Friday! Join Todd Kirk for a quick recap on Kristi Faltorusso's episode on that was published this past Tuesday. CSM's often have tons of different tasks on their plate. The key is to figure out what is most important and focus on taking the next right step forward. Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠...

Todd Kirk and Casey Trujillo are joined by Kristi Faltorusso, the Chief Customer Officer for ClientSuccess. They emphasize the need to focus on solving specific pain points for customers and tailoring the onboarding process accordingly. They also talk about the limitations of prescriptive playbooks and the importance of empowering customer success teams to make decisions based on individual custom...

Todd Kirk and Casey Trujillo are joined by Josh Mullis, the head of information security at Productiv. They discuss the challenges and sticking points that SaaS companies and their customers face when it comes to security. Listen to hear thoughts on risk management, data protection, and the impact of COVID-19 on SaaS adoption. Takeaways Security is a sticking point for many SaaS organizations and...