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Today on the show we have Jim Schattin, the Chief Customer Officer at Algolia. In this episode, Jim shares his unique experiences in shaping customer success strategies in different technological environments. We dive deep into the contrast between cloud-based and on-premise solutions, examining how customer engagement and success practices vary across these platforms. We then discussed the evolut...

Today on the show we have Kristen Berman, the CEO and co-founder of Irrational Labs, a renowned product design and behavior change lab. In this episode, Kristen shares her extensive experience in the field of behavioral economics and its application in product and marketing strategies. We delve into how understanding user psychology is crucial in product design, highlighting the influence of the e...

Today on the show we have Mark Ross-Smith, CEO and co-founder of Loyalty Status. Mark, an expert in travel technology and former head of Loyalty at Malaysia Airlines, shares his journey from running Australia's largest youth social network, SMS Fun, to pioneering the field of airline loyalty. In this episode, Mark offers unique insights into the evolution of customer loyalty programs in the a...

Today on the show, we delve into the story of a startup's strategic pivot from Peak Performer, which had reached $900K ARR, to the inception of Inferless. This episode sheds light on the intricate decision-making process behind this pivot, exploring the challenges and considerations that come with making such a transformative business move. We discuss the crucial factors in assessing product-...

Today on the show we have Shilpi Narang, the Chief Customer Officer of Bolt. In this episode, Shilpi shares her insights into the innovative 'Hypercare' strategy, a cornerstone of Bolt's customer onboarding process. We delve into how Hypercare ensures a seamless transition for new clients, emphasizing the importance of the initial 90 days in a customer's journey. Shilpi also di...

Today on the show, we have Dennis Mortensen, CEO and Founder of LaunchBrightly. In this episode, Dennis shares his profound insights on two pivotal strategies in the SaaS industry: Bottoms-Up vs Top-Down models. Drawing from his vast experience transitioning from x.ai to LaunchBrightly, Dennis discusses the unique challenges and benefits of each approach. We delve into how these models impact cust...

Today on the show, we welcome Steve Cornwell, SVP of Strategy for Customer Education at Gainsight. In this episode, Steve shares insights into the transformative role of digital education in Customer Success. He discusses the shift from traditional customer engagement methods to innovative digital strategies in today's dynamic business environment. We delve into practical ways digital tools c...

Today on the show we have Dror Avieli, the Managing Director and VP of Customer Success at ConsenSys. In this episode, Dror shares his unique journey in customer success, transitioning from the traditional corporate environment at Hewlett-Packard Enterprise to the innovative world of Web 3.0 at ConsenSys. We discuss the challenges and opportunities in redefining customer engagement and success in...

Today on the show we have Tatyana Mamut, a serial entrepreneur with an extensive background at Amazon, Salesforce, Nextdoor, and IDEO. In this episode, Tatyana shares her insights into effective collaboration between product management and customer success teams.  Drawing from her diverse experiences, we explore how she fostered a unified vision at Amazon, enhanced CRM effectiveness at Salesforce,...

Today on the show, we have Ravi Mehta, the Co-Founder and CEO of Outpace and a previous product leader at Tinder, TripAdvisor, and Facebook. In this episode, Ravi shares his insights into the unique approaches to user retention and churn at these varied platforms. We explore the dynamics of engaging users in a dating app context with Tinder, understand the challenges of episodic user interaction a...

Today on the show we have Chris Regester, the Chief Customer Officer of Planhat. In this episode, Chris shares his extensive wisdom on the growth journey of a successful SaaS company and the critical role of recruitment in scaling businesses.  We then delve into the concept of "wolf-mode" customer success, highlighting an aggressive approach to customer objectives and the significance of...

Today on the show we have Becca Weiss, the VP of Customer Success and Support at Flatfile. In this episode, Becca shares her experience in tackling churn and onboarding challenges at Flatfile. She discusses the transition from a product-led growth approach to a sales-led motion and the subsequent realization that the issue lay not in change management, but in the product itself. Becca explains how...

Today on the show we have Matt Bilotti, the product lead for consumer LP and growth at AngelList. In this episode, Matt shares his experience in venture capital investing and how he managed to hustle his way to manage the dorm room fund. We then dive into the topic of growth and retention at AngelList, discussing the challenges and strategies they employ to keep LPs engaged and drive growth. Matt...

Today on the show we have Daphne Lopez, the Head of Customer Success at HubSpot. In this episode, Daphne shares her experience in leveraging the Jobs to be Done framework in customer success. She explains how aligning customer success with product and marketing, and focusing on the value realization of customers' goals, can lead to better customer outcomes and retention. We also discuss the i...

Today on the show, we have Jamie Davidson, CEO and co-founder of Vitally . In this episode, Jamie shares his expertise in Customer Success and the impact of his technical background on his role. We then discussed the evolving landscape of customer engagement and the need for customer success teams to redefine their strategies in the absence of direct communication with customers. Jamie emphasizes...

Today on the show we have Jonathan Riftin, the Director of Customer Success at Optimove. In this episode, Jonathan shares his experience in implementing strategies to drive customer success manager (CSM) behavior towards advocacy and upsells. He discusses the importance of setting compensation goals, streamlining processes, leveraging data, and empowering CSMs. Tune in to discover how to elevate C...

Today on the show we have Meg Gowell, the Director of Growth Marketing at Appcues. In this episode, Meg shares her experience in understanding and acquiring the ideal customer profile. She discusses the importance of knowing what "good" looks like in your customer base and using conversion data to optimize ad campaigns. Meg also talks about the process of defining the ideal customer prof...

Today on the show we have Dan Lenton, the CEO and founder of Ivy, bringing all the best in class AI frameworks, infrastructure, and hardware directly to you in one line of code. In this episode, Dan shares his experience in building a strong community around Ivy. With over 12,500 GitHub stars, 1.2K open-source contributors, and 15,000 members in their Discord community, Ivy has quickly gained trac...

Today on the show we have Kelsey Peterson, VP of Customer Success at Ashby, an all-in-one recruiting platform.  In this episode, Kelsey shares her experience in strategic partnerships and how they drive customer retention.  We discuss the importance of identifying the right partners, aligning goals, and creating value for customers.  Kelsey also talks about the challenges of managing partnerships...

Today on the show we have Luis Barbosa, the Customer Experience Leader at Teya. In this episode, Luis shares his experience in the Navy and how it shaped his approach to customer success.  We then discussed the role of customer success operations and its importance in improving processes and enhancing customer relationships.  Lastly, we wrapped up by talking about the challenges of transitioning a...

Today on the show we have Caroline, the Co-Founder and CEO of Arcade, a platform that enables anyone to build powerful interactive experiences.  In this episode, Caroline shares her experience in venture capital and why she decided to start her own company. She discusses the challenges of building a product-led growth company and the importance of constantly experimenting and iterating.  Caroline...

Today on the show we have Krish Ramineni, Co-Founder and CEO of Fireflies.ai. Krish shared some amazing insights on topics like transitioning from product management at Microsoft to CEO of a startup, the challenges and advantages of working in a small organization, and the importance of synthesizing qualitative and quantitative insights. We also delved into the impact of ChatGPT and generative AI...

Today on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer.  Ziv recounts his whirlwind journey of meeting with over 20 customers in a span of three weeks. We delve deep into the significance of face-to-face interactions with customers, especially when times are tough, and explore how customer success teams can go above and beyond just delivering a product. Ziv offers a unique pe...

Today on the show we have Kaz Ohta, CEO & Co-founder of Treasure Data. In this episode, Kaz shares how Treasure Data focuses on the enterprise space and the unique challenges they face in managing customer data.  He then discusses the importance of ROI in the customer success process and how Treasure Data helps their customers achieve it. Kaz also emphasizes the need for strong customer champi...

Today on the show, we have Abbas Haider Ali, VP of Customer Success at GitHub. Before joining GitHub, Abbas held the position of Vice President of Customer Success at Twilio and Segment. Additionally, he is as an investor and advisor for various companies including Slack, Hasura, Adept, and numerous others. He also serves as a general partner for the GTM Operators Network. In this episode, Abbas s...