The Customer Success Channel

Customer experience and usability is an essential part of customer success. You first need to make sure that you have a product that is built and working in a way that is for the customer, and is constantly considering how the customer is going to be using it to gain value. If your product loses sight of this, it’s likely it will flop. I spoke with Zachary Schulte, a member of the Customer Experie...

There’s a new buzz word (or phrase really) humming in everyone’s ears...machine learning. We’ve all heard about it or read some articles on what machine learning is trying to accomplish and how it will start to replace the work of humans, as well as how it can help us work smarter and better. And this can cause some worry or confusion for those of us who work in the SaaS industry. What is machine...

Customer Success doesn’t always have to be called “customer success” for it to be an integral part of your companies values and responsibilities of each of your team members. At Infunnel - a Swedish marketing automation consultant agency - they don’t have a team with the title “Customer Success,” but their team is incredibly invested in helping their clients reach their full potential and the foun...

Hélène Hagnéré is the Director of Customer Success at Planday, and is not only passionate about caring for her team and customers, but also having a process in place to ensure customer feedback gets fed into the company and back to the customer in the best way possible. She spoke with me about the importance of having a process for closing the loop of customer feedback (whether it be from support...

Customer Success is a field and career path that has been really taking off, particularly in Europe, over the past few years, and that is understandable with all of the new SaaS companies that are establishing themselves all around the world. I got to speak with Sue Nabeth, owner of Success Track Enterprise - a customer success consulting company and one of the co-founders of Customer Success Euro...

Bonjoro is all about making the onboarding experience personal by allowing you to send a personalized video message to your customer’s inbox. With a product that is so customer focused it is no surprise that their sales team and process is very customer centric as well. I spoke to one of their Head of Sales, Amaan Nathoo, about how they have a sales team that is heavily overlapping with customer s...

Listen to what 7 leaders in customer success look for when they are hiring for their customer success team.

Patrick was first a customer of Peakon’s before joining their team as VP if Customer Success in 2016. And the experience he had with the company and his customer success manager made him such a fan of the company that he wanted to work with them! The approach he and the CEO of Peakon have taken to customer success is very people first, and they make sure that the relationship between the customer...

CEO, David Etheredge, and Director of User Experience, Andy Sutton, at SavvyCard talk about what investing in customer success and user experience early on has done for the growth of their compnay.

Jonas Stanford, the Director of Customer Success at Unbounce, talks with us about what data is important to focus on for customer success teams, and how to effectively use that data to influence your customer success strategy.

Ingmar Zahorsky, the Director of Customer Success at ChartMogul, discusses some of the challenges to scaling a customer success team, and a startup in general, as well as what he looks for when hiring a new person onto his team. We also touch on some of the ways and types of data that ChartMogul uses to influence their Customer Success strategy.

With over 22 years of experience, lots of trial and error, and seeing the concept of Customer Success from multiple industries and how it has evolved - Keri has so much insight to offer about CS. It was such a delight getting to speak with, her all the way from Stockholm to Idaho!

Christina Kopka, Twilio's Lead of Customer Success in EMEA & APAC goes into what it is like for CSMs at Twilio, how their business model is a bit different from the traditional ones in the SaaS world, and how to be a CSM in a company that requires a bit more technical knowledge than some others.

Michael Redbord discusses Hubspot's journey from having everyone "just do on-boarding," to building out their customer success divison. He also gives his advice on how to handle very vocal custeomers, his view on the importance of the phone, and the difference between happy and successful customers.

After chatting away for 15 minutes about being in ketosis and which types of meditation we practice, Yves Doucet and I finally got into talking about him, his company Dovico and what he has done to create a culture of success for not only his customers, but his employees as well.

Jeff Gardner, the Director of Customer Support & Success at Intercom, was their 4th employee and has been there from the very beginning. He tells about what it was like during the early startup days, and what it was like to build his first team.

Jonathan Bean, the CMO of Mynewsdesk, a Swedish start-up Headquartered in the city of Stockholm, spoke with me about what it was like growing the company, what their methods and goals are for customer success, and how all of the teams have to work together for customer to really be successful.

Tania Kefs, the Head of Customer Success at Aircall, was their very first employee and is also responsible for building their Customer Success department. She talks about what it was like, what she learned from the mistakes she made early on and what some of the important things are to remember when working in Customer Success.

Co-founder of Vainu, Pietari Suvanto, talks with us about Vainu's recent and continuous growth and how customer success has played a role in that.

David Apple, the VP of Customer Success at Typeform, talked with Planhat about what it was like to build the CSM team from the ground up. He talks strategy, processes, and about how much he has learned--and continues to learn--while the team keeps growing.

Steve Lucas, the new CEO of Marketo, talked with us on his 100th day on the job. He talks about why he chose to join the company, what some of his plans are for the coming years, and his thoughts and expertise on customer success.

Ed Buckley, the CEO and co-founder of Peerfit, and a friend of mine sat down with me to talk about where his company is at and where they hope to go. We discuss working with enterprise health, breaking through to insurance companies, and preparing for Series B funding! Take a listen, he has a lot of great advice and a fierce passion for what he does.

Peter Akman, CEO & co-founder of Raxar, and his brother Kurt Akman talk about what it is like being a start-up in the enterprise and government sector. They also discuss their plan to focus in on customer success to really grow their business, and their experience so far in the 500 Start-Ups Accelerator program.