Inside The Workflow

In this episode of Inside the Workflow, I'm thrilled to welcome Fernando Duarte, the Director of Customer Success. With over 15 years of experience in customer-facing roles, Fernando is passionate about problem-solving and making customers the hero of their own stories. Not only has he built successful support teams across various companies, but he also brings a unique perspective from his lo...

In this episode of Inside the Workflow, I'm thrilled to welcome Matt Bond, the Director of Customer Support at Algolia. With over 13 years in customer support, Matt has been instrumental in ensuring great customer outcomes and experiences. He started his career in customer service at a young age and has evolved through various technical roles, ultimately finding a perfect blend of customer in...

In this episode of Inside the Workflow, I'm thrilled to welcome Jay Nathan, the CEO of Balboa Solutions. Jay is a tech executive and entrepreneur with over 20 years of experience in driving customer success and growth in the SaaS industry. Notably, he has conducted over 350 interviews through his own podcast, offering a wealth of insights into the tech landscape. In This Episode, We Discuss:...

In this episode, we sit down with Nicholas Thompson, CEO of The Atlantic and former Editor-in-Chief of Wired , to explore his path from student newspaper founder to leading one of the most influential media organizations in the world. With a deep understanding of journalism, tech innovation, and business leadership, Nicholas shares his thoughts on editorial independence, AI’s role in publishing, a...

In this episode of Inside the Workflow, Scott welcomes Nick Francis, Co-founder and CEO of Help Scout, for a deep, thoughtful conversation on entrepreneurship, customer support, product vision, and doing hard things—both in business and life. Nick shares the 14-year journey of Help Scout, from its early days as a simple shared inbox tool to its transformation into a mission-driven customer support...

In this episode, we sit down with Dan O’Leary, Sr. Director of Strategic Partnerships at Box, to explore his journey from building SaaS partnerships at Meta to leading strategic growth initiatives at Box. With deep expertise in partner ecosystems, AI-driven collaboration, and enterprise SaaS, Dan shares valuable insights on leadership, scaling businesses, and the evolving role of AI in workflow au...

In this episode, we sit down with Gil Lara, Chief Creative Officer and co-founder at Sprout Social, to discuss his nearly 15-year journey with the leading social media management platform. From his early days in street art and event design to building a creative culture at Sprout, Gil shares the evolution of his career and the pivotal moments that shaped him as a designer and leader. With insights...

In this episode, we sit down with Philippe Mesritz, a Fractional Chief Customer Officer and former General Manager at Community Brands, known for transforming SaaS organizations and driving customer retention. Philippe shares his journey from web design and system administration to leading customer experience teams and improving Net Promoter Scores (NPS) by 40 points. From building customer-centri...

In this episode of Inside the Workflow , we sit down with Ashley Smith, GP and Founder of Vermillion Cliffs Ventures. With a track record of driving growth at Twilio, GitLab, and GitHub, Ashley has now turned her focus to investing in early-stage technical founders. We explore her journey from startup operator to venture capitalist, her leadership approach, and what she looks for in founders build...

In this episode, we’re excited to welcome Todd Baylis, Chief Customer Officer at Bloomerang, to discuss his journey as an entrepreneur, his leadership philosophy, and the future of nonprofit technology. From founding Qgiv to driving innovation at Bloomerang, Todd shares how he’s transforming donor engagement and helping nonprofits build lasting relationships. What You’ll Learn in This Episode: Tod...

In this episode, we’re excited to sit down with Melissa Rosenthal, Co-Founder at Outlever, to explore her journey through media, SaaS, and entrepreneurship. From her groundbreaking work at BuzzFeed and Cheddar to scaling ClickUp during its hypergrowth, Melissa shares lessons on leadership, bold decision-making, and building a business focused on customer-centric narratives. What You’ll Learn in Th...

In this episode of Inside the Workflow , we sit down with Dave Blake, Founder & CEO of ClientSuccess, a leading platform that helps SaaS companies drive customer retention and growth. With a background spanning Adobe, Omniture, and decades of experience in customer success, Dave shares his leadership philosophy, industry insights, and the evolving role of AI in customer success. From his early...

In this episode, Ben Rosenberg, Senior Director of Customer Support, Enablement, and Community at ChurnZero, shares his journey from hospitality to becoming a leader in the SaaS industry. Ben discusses his passion for mentorship and leadership development, his adaptable approach to managing teams, and his insights into how customer experience is evolving with AI and automation. We explore the chal...

In this episode, Aaron Woods, Director of Strategic Post Sales with experience at LaunchDarkly, Catalyst Software, Datadog, and Fidelity, shares his journey through customer success and leadership. Aaron reflects on his transition from sales into customer success, the challenges of building post-sales teams, and how he cultivates a culture of mentorship and growth. Aaron takes us behind the scenes...

In this episode of Inside the Workflow , we sit down with Luke Ferrel, Global Head of Customer Success at Deel. With a career that spans military intelligence, SaaS leadership, and optimizing customer success at scale, Luke shares actionable insights on leadership, embracing data-driven strategies, and navigating the evolving landscape of customer success. From his early days learning Mandarin as...

In this episode, Maranda Dziekonski, VP of Customer Success at ID.me, shares her 20+ years of experience in customer success and operations, providing actionable insights on scaling teams, creating agile processes, and fostering personal connections to drive success. From her unique approach to relationship-building through her "handy-dandy notebook" to the challenges of transitioning be...

In this episode, Laura Bedoya, Senior Technical Support Manager at Vitally.io, shares her journey of building the company’s first-ever B2B technical support team from the ground up. Laura dives into the lessons she’s learned along the way, from creating processes and documentation to fostering team culture and leveraging AI to enhance customer support. She also reflects on her passion for communit...

In this episode, we’re thrilled to speak with Arturo Suarez Martin, Senior Director of Customer Success and General Manager at PagerDuty Chile. Arturo shares his inspiring journey from developer to director, offering valuable insights into leadership, team-building, and the transformative power of AI. What You’ll Learn in This Episode: Arturo’s leadership style and how curiosity drives innovation....

In this episode, Colin Nederkoorn, CEO and co-founder of Customer.io, takes us on a journey through his unconventional path from sales to becoming the leader of a globally recognized SaaS company. Colin shares how a quirky side project—booting Windows XP on Intel Macs—taught him to spot opportunities in tech and inspired his career pivot. He also reflects on building a successful remote-first comp...

In this inspiring episode of Inside the Workflow , Joe Martin sits down with Hadi Partovi, the visionary founder of Code.org . They dive deep into Hadi’s journey from his early days in Iran to leading a global movement in computer science education. Hear how his personal experiences shaped his mission to democratize coding and empower students worldwide. From the creation of the Hour of Code, whic...

In this episode, we sit down with Romain Rothier, Principal Platform Architect at Zendesk, to explore his decade-long journey with the company that’s redefining customer service technology. From cycling through Paris to working with enterprise clients around the globe, Romain shares the pivotal moments that shaped his career and leadership philosophy. Dive into his unique approach to platform arch...

In this episode, Scott Smith hosts Akhil Agrawal, who brings over 20 years of experience in data analytics, business transformation, and customer success. Currently leading North American Business and Customer Success at Infocepts, Akhil has built a reputation as a trusted advisor to executives and business leaders across the globe. In their conversation, Akhil reflects on his career journey, shar...

In this episode, we sit down with Mike Pell, the visionary inventor behind PDF and Acrobat at Adobe, who has over 20 patents to his name. Currently leading Microsoft’s Global Innovation Program in New York City, Mike shares his journey of transforming design and technology with cutting-edge projects. He’s also the author of “Visualizing Business”, “The Age of Smart Information”, and “Envisioning H...

Get ready for an engaging episode featuring Sachin Lad, the dynamic Chief Technology Officer at Zight. Sachin’s career spans over 15 years, with leadership roles at renowned companies like Citrix, Bank of America, and Sonos. Now, as CTO at Zight, Sachin is driving innovation in AI and remote work technology, while also balancing his passions for beach volleyball, cricket, and family life in Santa...

Get ready for an insightful episode featuring Talin Wadsworth , the visionary Principal Designer at Adobe. Talin’s career spans over a decade of designing innovative tools that have reshaped the creative process for users worldwide. As the co-creator of Adobe XD and a leading voice in design innovation, Talin has been at the forefront of pushing boundaries in digital design. Before joining Adobe,...