Gain Grow Retain

This week we are joined by Erika Brookes, CMO at Higher Logic. Jay Nathan (CCO at Higher Logic) and Erika focus in on how customer success is delivered by a company, it's not delivered by a single team. They share their ideas about how the marketing team can help the customer success team build out an experience that meets the needs of the customer while ensuring internal processes can get you the...

Kristi Faltorusso, Jeff Breunsbach, and Jay Nathan talk through the current market and how CS leaders can position their teams for success during a recession, where teams are expected to do the same amount of work with less. The group discusses some practical ways leaders can help their CSMs through small changes that continue empowering customers through scaling despite lack of resources. -------...

Today, we are joined by Cassie Vaughn (Manager Enterprise CS) and Ruchita De (Enterprise Team Manager, CS) from Monday.com. Cassie and Ruchita help share the role customer change management has on scaling, and other ways they are increasing customer retention through proving value and identifying gaps. You can find more about Cassie Vaughn here You can find more about Ruchita De here More about Mo...

This week we are joined by Bob London, CEO and Founder of  Chief Listening Officers  and  Strategic Customer Convos . Bob shares strategies that help make your customers want to come to the table to talk about goals and strategies by making things interesting by talking about them independent from what you sell. You can find more about Bob London here More about Monday.com here Strategic Customer...

Today, we are joined by Nils Vinje, Leadership Coach and Founder, CEO of  30 Day Leadership . Nils helps us understand the importance of clear definitions of both the role of the CS team and CSMs specifically. Nils clarifies the important role the CS Leader plays in establishing the expectations for the team within the organizational needs and focus. You can find more about Nils here More about 30...

Kristi Faltorusso and Jay Nathan talk through a blog article titled ' The Hardest Part of SaaS Companies at Each Stage '. Running through the article, they discuss their experience and perspectives for each of the stages highlighted by the article. ---------- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain:  http://gaingrowretain.com/ Conn...

Catherine Blackmore joins Jay Nathan on the podcast today from Oracle as she talks about her early days in the newly emerging field of Customer Success when resources and swim lanes were still being developed and how there is still growth and evolution occurring today, not just with CSMs, but the overall practice of customer success within an organization to become truly customer-centric. This inc...

Today, we are joined by Kyle Poyar, an Operating Partner from OpenView. The OpenView team are experts and leaders in the space of Product-Led Growth (PLG) companies. Kyle helps us better understand how these product-led companies are building customer success.   You can find more about Kyle here More about OpenView Partners --- Gain Grow Retain exists to connect people, knowledge, and ideas to adv...

Carlos Quezada and Matt Harmon join the podcast today from HPE Aruba, where they lead customer success as a service. They've been leading the charge on building digital-first experience (and even winning awards).   We get an update on where they are finding success within their digital ecosystem to drive a positive experience amongst their customers.   You can find Carlos here: https://www.linkedi...

Today, we dive into the depths of our LinkedIn content. We try to surface old posts to drum up discussion and opinion... QBRs Customer journey Scaled customer success You can find Kristi here: https://www.linkedin.com/in/kristiserrano/ --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.   We're on a mission to connect B2B SaaS customer succ...

In this week's CS Blueprint, Jay and Kristi, discuss whether what the right metric for customer success teams is - does focus on NRR create lazy CSMs? _______ If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ ______ This podcast is brought t...

Jeetu Mahtani, EVP of Customer Success at HubSpot joins Jeff and Jay to talk about HubSpot's customer success organization. They jump into enabling a positive sales and success partnership and how to drive technology into your customer experience. You can find Jeetu here: https://www.linkedin.com/in/jeetumahtani/ And you can find more about HubSpot here:  https://hubspot.com/ --- Gain Grow Retain...

Jeff sits down with fellow HubSpot Podcast Network host, Ben Shapiro to chat about podcasting, new media, and delivering valuable content.   Ben is the host of the MarTech Podcast   Connect with Ben on LinedIn . ---   Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we c...

Jeff is joined by  Christian Jakenfelds  from  Planhat , a customer success platform. Jeff and Christian give a preview of a webinar that they co-hosted around metrics - how teams can move from leading to lagging indicators.   If you want to download the full webinar,  check it out here . Special thanks to Higher Logic Vanilla and Planhat for sponsoring this episode of Gain Grow Retain.   ---   Ga...

Jay sits down with  Aurel Laor , the Chief of Staff to the Chief Customer Officer at AppsFlyer. The CCO at  AppsFlyer  happens to be our good friend, Ziv Peled. Jay and Aurel talk through long term thinking when short term results are sometimes needed. They talk about hyper growth and how they've handled that at AppsFlyer. And finally touch on a Chief of Staff role and what exactly it entails.   -...

Today, Jeff and Kristi jump talk about migration paths for customers as you introduce a new environment. The main theme? Ensuring you build your process with the customer in mind. Migration can be a big change and customers need to be led down a clear, efficient path.   ---   Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.   We're on a miss...

Today brings Kristi into the mix as Jay and Jeff talk about how to champion customer success around an organization. As a CS leader, you get 20 minutes in front of the entire company - what do you talk about and how do you draw in your team?   ---   Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.   We're on a mission to connect B2B SaaS cus...

Jay and Jeff chat all things advocacy. Jeff recently made the move to the marketing team as Director of Brand at Higher Logic. Jeff has taken over the advocacy program; he and Jay discuss the first 60 days in the role and running the program! ________ Not sure where your advocacy program stands? Measure it with the Advocacy Maturity Model .  ________   This podcast is brought to you by Jay Nathan...

In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the ownership of customer relationships, building playbooks, and predictions around technology, customer success teams, and organizational goals.  ______ If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain:  http://gaingrowretain.com/ Connect with Krisi Faltorusso:  https://www.linkedi...

Today's episode delves deep into B2B content marketing for SaaS companies and how to produce the content people want and need. The ABM Conversations Podcast host, Yaagneshwaran Ganesh, joins Jeff to deep dive into how customer conversations can influence the best marketing content.  ______ If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: ...

In this week's CS Blueprint, Jay, Kristi, and Jeff discuss office hours for customers. Listen in to find out how to get started, the right ways to facilitate these for your and your customers' benefit and how to keep your customers on topic. ______ If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain:  http://gaingrowretain.com/ Connect with Kr...

Today, Strategic Community Consultant and GGR member, Jenny Weigle, chats with Jeff Breunsbach about community, B2B organizations and how they're connected.    If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain:  http://gaingrowretain.com/ Connect with Jenny Weigle on LinkedIn: https://www.linkedin.com/in/jennyweigle/ Learn more about Jenny's...

In this week's session of Customer Success Manager Office Hours, CS managers discuss leaning into the community, finding mentorship, your first 90 day plan, and tips and tricks for transferable skills during the resume and interview process.  ___________ If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podca...

This week the topic for discussion is around planning for 2022 with your customers. A weekly segment: CSM Office Hours Every Tuesday. 11:30am ET. https://lu.ma/CSMOH -- 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.link...

In this week's session of Customer Success Leadership Office Hours, CS Leaders discuss managing challenges faced during the hiring process, and tips to get through it. A weekly segment: CS Leadership Office Hours Every Thursday. 11:30am ET. https://lu.ma/CSLOH -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ T...