SaaS Therapy

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...

Todd Kirk joins Jan Young, a trailblazer in the customer success world, to discuss the importance of customer success leaders understanding the language of business and connecting their work to revenue. She emphasizes the need for CS professionals to have business acumen and be able to speak the language of the executive team. Jan also highlights the importance of viewing the customer journey as a...

Hello! Welcome back for a short recap from Tuesday's episode with guest Donna Weber. Ask yourself: In my role as I communicate with customers, what does a Level 1 experience look like for my customer? What does a Level 10 experience look like? Did you know that less than 30% of SaaS vendors charge an implementation fee? If you want to give customers a Level 10 experience, is there a cost that...

Donna Weber, a leading expert in customer onboarding and success strategies, joins Todd Kirk and Casey Trujillo on SaaS Therapy. They discuss the importance of onboarding and the challenges organizations face in executing a successful onboarding experience. Donna emphasizes the need for a holistic approach to onboarding that involves cross-functional teams and aligns with the customer's journe...

Todd Kirk and Casey Trujillo talk all about playbooks in customer success! They challenge the idea of blindly following a playbook and emphasize the importance of thinking critically and adapting to each customer's unique needs. They suggest that customer success managers should act as coaches rather than players, guiding and empowering customers to achieve success. Takeaways Customer success...

Say hello to Debra, one of the podcast managers who is usually behind-the-scenes. Stepping in for Todd who is out of town for today's check-in, Debra addresses all of the highlights from Tuesday's episode with the Jasons. Listen to hear clips & commentary from Tuesday's episode about playbooks, vanity metrics, and customer relationships in customer success. Takeaways CSMs should fo...

Meet Jason & Jason, co-hosts of The Jasons Take On in today's podcast collaboration. Todd Kirk and Casey Trujillo join Jason Whitehead and Jason Noble, the co-hosts of The Jasons Take On podcast to discuss the evolution of customer success. Learn some of the challenges of scaling impact in customer success, the need for expertise and methodologies in customer success, and the shift towards...

Listen to Casey Trujillo recap Tuesday's episode with Dave Derington. What kind of metrics should you be focusing on in customer education and customer success? Casey summarizes Dave's thoughts on vanity metrics and how customer education impacts the bottom line. Takeaways Find ways to move on from vanity metrics to business outcome metrics. Customer education deserves a seat at the table...

Listen to Todd Kirk and Casey Trujillo's conversation with Dave Derington, a thought leader in customer education. They discuss the challenges and misconceptions in customer education, the importance of focusing on learning outcomes, and the principles of effective customer education. Dave shares insights on shifting from traditional teaching to customer education, the need to measure business...

Join Todd Kirk as he gives a short recap of Tuesday's episode with Debra Wilson, head of marketing at Brainstorm. Debra's conversation shares insights on how to handle customer dissatisfaction and breaches of trust. She also highlights the significance of building a positive relationship with customers before anything goes wrong. Learn how you can put her insights into action in your role!...

Debra Wilson, head of BrainStorm's marketing team, joins Todd Kirk and Casey Trujillo to discuss how to handle difficult conversations and recover from a breach of trust with customers. Learn about how to master these difficult relationship dynamics by better focusing on the customer, handling emotional feedback well, and working through challenging situations together. Debra shares strategies...