Gain Grow Retain

A Gain Grow Retain Exclusive session around Leadership in Customer Success. Our guest and friend today is Nils Vinje, a leadership coach and author of the 30-Day Leadership Playbook. The book will be out on September 1st: 30dayleadership.com --- GGR Exclusive Leadership Session https://bit.ly/GGR-Leadership Nils will create an engaging workshop with our GGR Leaders to examine several of his core p...

We're bringing you a guest episode from Matt Myszkowski that opens a conversation around Diversity, Equity and Inclusion. This episode sees Matt Myszkowski joined by 4 Customer Success professionals to discuss the gender equality statistics shown at Gainsight’s Pulse Europe event in 2019 & how we can all make a difference in changing those. -- If you want to join the discussion with thousands of o...

Sara Masson, Director of CS at Loopio, jumps on the podcast to talk about what her team has accomplished over the past 90 days. And It Is quite a list! In just three months, the team managed to: -Build and launch a comprehensive, thoughtful, full lifecycle customer sentiment program -Build the habit of proactive insights with annual calls to plan for the year ahead -Define, document, and implement...

Rav Dhaliwal , an Investor and venture capitalist at Crane Venture Partners, hops on the podcast to talk about how critical customer success has become for early-stage businesses. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: ht...

Nicholas Tyson , Director of CS at SmartVault, joins us from Houston to talk about building and scaling customer success. We met Nicholas back In 2019 at the CS100 conference and let me tell you, this guy Is DYNAMIC. His energy and passion Is Infectious so you can hear how excited he gets about what he and the team have been able to accomplish at SmartVault. -- If you want to join the discussion w...

Alex Tran , a Client Outcomes Manager from Gainsight, joins the discussion to discuss their approach to tech touch strategy. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: h...

Laura Wilson , an Executive Recruiter for Westwood & Wilshire LLC, joins Jeff to talk more about the recruiting and candidate landscape within B2B SaaS. They review some tactical elements that may be beneficial for first-time managers, candidates and more. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This...

In a new weekly segment we've asked Kristi Faltorusso , VP of Customer Success at IntelliShift , to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Renewal management and how to look at the customer motions of your team Relationship management and staying transparent with your customers to drive outcomes -- If you...

Casey Graham , CEO of Gravy, drops by to talk about building culture - particularly how starting with your employee success can translate Into customer success. He Is one of the most Interesting people to talk to, this conversation could've kept going for longer. -- Check out Gravy at https://www.gravysolutions.io/ -- tell them Gain Grow Retain sent you! -- If you want to join the discussion with...

Gain Grow Retain has Introduced CSM Office Hours - a way for CSMs and Individual Contributors to connect peer-to-peer. No experts, no panel - just an open discussion to help them Improve In their day-to-day work. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and...

Andy Burden & Steve Budd of Substribe join us to discuss how they approach putting the customer at the center of businesses. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsb...

Bob London comes back for Part 2! His first episode crushed it - go back and listen if you haven't already.... it is titled "Customer success managers can get more strategic w/ Bob London" Today he comes back with even more questions that we can be asking to break through the noise with our customers. -- Check out more on Bob's website: http://www.chieflisteningofficers.com/ -- If you want to join...

We're bringing the Gain Grow Retain online community to life as we Introduce a new series called Off The Page - where we highlight conversations that are happening within the community. Today we're joined by Alex Turkovic and Samma Hafeez who have spent their careers In the customer education and enablement space for a quick conversation on what they've picked up along the way. Here's the thread I...

In a new weekly segment we've asked Kristi Faltorusso , VP of Customer Success at IntelliShift , to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: How to shift CSMs between accounts and maintain good relationships with our customers Changing the talk track to fit your customer segments and training your CSMs The...

We've got some exciting news this morning - Customer Imperative has been acquired by Higher Logic, a software platform focused on customer engagement and communities. We wanted to take a moment to reflect on this milestone for us personally, what It means for our Gain Grow Retain community, and the opportunity to come work for Higher Logic. We're incredibly excited about this opportunity and we wa...

Adam Feigenbaum Is currently a Senior Advisor for Susquehanna Growth Equity. Before that he worked his way up from Marketing Associate to Chief Customer Officer at ICims, the leading cloud recruiting software. Adam has a fascinating journey and we touch on some key points: His career path and why Chief Customer Officer became a big role In his career How and why he owned the sales function of the...

In a new weekly segment we've asked Kristi Faltorusso , VP of Customer Success at IntelliShift , to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: How can CSMs help launch a product Transforming from bookings to customer success focus Economics of a SaaS business and funding sources Technology and content marketi...

Today we've got Ethan Beute , the Chief Evangelist from BombBomb (a video platform to Insert quick and easy videos Into your customer communications). Ethan also hosts The Customer Experience Podcast which has thousands of listeners. We dive deep Into how personalized video can... -- Increase the effectiveness of your customer communication -- Make your customers feel a more personal connection --...

Today we've got Logan Lyles , Director of Partnerships at SweetFish Media and Co-Host of B2B Growth Show and The B2B Sales Show . This guy knows his stuff when It comes to creating value for customers In *different* ways. We talked about the value of driving engagement through community and podcasting. He drops several good ways for you to get started *tomorrow*. -- If you want to join the discuss...

Jay sat down with Daniel Cattini and Alex Truman of the Creating Customer Success podcast to discuss everything customer success. They touch on where It should live In the organization, some key strategies that leaders need to consider and advice for listeners. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/...

In a new weekly segment we've asked Kristi Faltorusso , VP of Customer Success at IntelliShift , to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Where should customer success report In the organization How do move up Into the executive team Build renewal and retention models In B2B SaaS organizations -- If you...

Jay joins Dave Duke of MetaCX around how customer success teams can examine the transition between sales and customer success. There needs to be a strategic conversation that continues as the deal is closing with our sales team A joint success plan can be a way to help create a smooth transition - keeping the customer and their outcomes at the forefront Need to eliminate duplicate Information and...

Megan Macaluso , VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful. Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful. Enablement, training and...

Jake Dunlap , CEO of Skaled Consulting, drops by the podcast to talk more about the alignment between Sales and Customer Success within B2B SaaS. He drops some tactical advice for our customer success leaders. Some show notes... Companies can be organized and Incentivized on things that are counter-Intuitive to the customer experience The Customer Framework - start with the customer In mind, then...

In a new weekly segment we've asked Kristi Faltorusso , VP of Customer Success at IntelliShift , to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Gain Grow Retain launch! Voice of Customer Programs (Including NPS) Customer Advisory Boards and how they can be effective Sales and Customer Success - who owns the acc...