Customer Success Conversations Podcasts

Barry Cochrane is the Head of Customer Success at ResponseTap.

Barry spent his first year at ResponseTap creating the Customer Success department which includes, Support, Onboarding, Labs and Customer Success Managers.

Barry is a Senior Customer Services/ Operations Managers with a range of experience in management from Complaints, Customer Services, Technical Support and Credit Control people management, a strong leader of people, who has an impressive history of inspiring people to develop and succeed in their careers. Barry has spent 20 years putting his people and customer first and designs and delivers the processes and initiatives with both front and centre.

Jaz Broughton is a Customer Success Manager at Trint.

Joining Trint in June 2018 as the first customer success hire Jaz is focused on ensuring users are informed, empowered and engaged with the platform. A penchant for people and process has culminated in several roles establishing customer success from the ground up and introducing the mission of customer success to those who are more familiar with customer service. She chose the career path to combine skills gained in real estate, life coaching, hospitality and retail making her obsessed with the customer, diversity and non-coding tech roles.

In his leading role as Director Global Customer Success at Signavio, Steven works with companies of all industries to implement change and gain the full potential from their Business Transformation projects and solutions. Steven ensures a long-lasting relationship with Signavio’s biggest clients, supporting them in achieving maximum value from their investments through his experience and expertise. He began his career in IT projects and software engineering then expanded his expertise through business intelligence consultancy before landing at Signavio.

Paul Ferguson is part of Cisco’s Customer Experience organisation and helps their partners to exploit the shift to a subscription world by working with them to build their own Customer Success practices.

As a qualified Learning Mentor, Paul's passion is coaching and developing others, so the role of helping Cisco Partners get to grips with Customer Success was a natural fit for him when he made the switch nearly 3 years ago

Nathan Hirsch is a serial entrepreneur and expert in remote hiring and eCommerce.

He started his first eCommerce business out of his college dorm room and has sold over $30 million online. He is now the co-founder and CEO of FreeeUp.com, a marketplace that connects businesses with pre-vetted freelancers in eCommerce, digital marketing, and much more. He regularly appears on leading podcasts, such as Entrepreneur on Fire, and speaks at live events about online hiring tactics.

Leanne Chescoe is a career-long Business to Business marketer currently running Field Marketing for the Demandbase EMEA business.

“Kicking off an ABM strategy in any organisation can seem like a big challenge. However, once you have the roadmap and tools you can see a clear path to an increase in marketing’s contribution to pipeline and revenue".

After a career of partnering client-focused initiatives, she decided to dedicate her passion and energy to evangelising customer success in Europe. She has founded Success Track Enterprise, providing CS consultancy services to European recurring revenue companies. She has co-founded Customer Success Europe, a community which aims to federate CS in Europe and unite professionals via different events. She has also founded the CS meet ups in Paris and in Lisbon where she now lives. She blogs and is a regular speaker at CS events around Europe. She’s a proud mum of 3 sons and in her spare time, she is learning and enjoying everything Portuguese in Lisbon: language, culture, innovation tech scene, cuisine, sailing and wine-tasting.

Perry Monaco leads the Customer Success Organisation in Canada for LinkedIn, as well as a team of CSMs focused on CS activity in a pre-sales function in the USA.

His teams work with talent acquisition departments and companies building social media recruitment strategies while focusing on the end user to manage retention, customer experience, and account growth through customer success planning. Perry was one of the first 4.5 million members of LinkedIn and was previously a recruiter before helping to build the Customer Success practice at LinkedIn. Perry currently resides in the Greater Toronto Area with his wife and three children.

Ben Heavens is the VP/Head of Customer Success at GlobalWebIndex, and having worked there since the inception of Customer Success, has really seen and enabled the team to grow and evolve alongside a rapidly growing business. Heading up both Customer Success and Support, Ben has a solid understanding of how both proactive and reactive best practice can make a user base successful. Coming from a diverse client-facing background (from world-leading telcos, software companies and start ups) and working with some of the world’s biggest and best known brands gives Ben a great edge in understanding and driving Customer Success in any environment or situation.

Shannon is Global Head of Customer Success for the Financial Times where she leads a team of 27 based out of London, New York, Hong Kong, Singapore, Tokyo and Manila.

She joined the FT in 2016 from Reed Business Information where she launched Customer Success within their HR strategy product and chaired RBI's data forum. Shannon has 10 years experience in customer success and sales roles and credits her success to an innate sense of curiosity - curiosity about how to make customers succeed, how teams are working (and could work!) and how products add value. When not taking things apart to see how they work she can be found spending time with her daughter, walking the dog and enjoying good South African wine.