Customer Success Conversations Podcasts

Gerard Dunne is the co-founder of the Customer Success Network, which was set up in June 2017 with the aim of developing Customer Success as a profession and provide an outlet for people to meet and share ideas, experiences and knowledge.

Prior to setting up the Customer Success Network, Gerard worked as the Engagement Director at OpenLink Financial where he operated as a senior member of their Professional Service / Customer Success team in EMEA. Gerard supported the client engagement life cycle from a Professional Services perspective, ensuring a successful delivery of business outcomes for trading houses, both established and new initiatives, and major tier one organisations where trading is a key function of their operation.

Jeff is an innovative Customer Success Executive whose current role is Pre-sale Practice Lead for SaaS Deployments at ServiceSource International. During his tenure Jeff has worked over 100 client engagements helping SaaS, Hardware, Software, and Healthcare clients build and deploy top notch Customer Success practices.

Driving excellence throughout Customer Success organisations has been a centrepiece of Jeff’s career. As one of the first members of the ServiceSource International’s management team, Jeff built the Customer Success practice from the ground up. His customer-first focus and codified Customer Success best practices ensures that every engagement meets both internal benchmarks and external expectations. Jeff is also writing a series of articles based on the 6 Pillars of Customer Success he developed.

Lauren Denault is the VP of Customer Success at Skupos and is based in San Francisco where she helps her customers in the convenience retail industry streamline their ordering and operations.

Previously Lauren was the Senior Manager of Customer Success at Demandforce where she was responsible for retention, health, and product adoption across 25,000 small business accounts through one-to-many interactions with a CSM as well as automated marketing based on usage and health metrics. Lauren created a team that surged to 65 employees to increase billable retention by 6% and Net Promoter by 22 points and developed a new Customer on-boarding program responsible for a 5% lift in trial retention.

​With over 15 years of Customer Success experience, Customer Success truly runs through Marc Sason’s veins. A San Francisco Bay Area Native, Marc’s professional background includes 15 years of Client Services and Engagement in many different industries, including corporate training/consulting, audio and web conferencing, and targeted marketing (both digital and direct-mail).

He is currently a Customer Success Manager at CoSo Cloud (formerly ConnectSolutions), a managed service provider and strategic partner for Adobe Connect, where he works with large US Federal Government accounts on their training and virtual meeting initiatives.

Dan Steinman is the General Manager of Gainsight EMEA and, and is based out of London, UK. He leads Gainsight's regional growth initiatives from the company’s regional headquarters located in London and helps Gainsight's European customers successfully understand and adopt Customer Success technology. Previously, Dan held the position of Chief Customer Officer, where his ultimate responsibility was the satisfaction and success of Gainsight's customer base.

Customers are his passion - going all the way back to his days as an SE at IBM. Dan's career includes being a very early employee at Epiphany, Co-Founder at NearbyNow, and VP of Customer Success at both Mozes and Marketo before joining Gainsight.

Raman Bindra is a Customer Success Manager at Sentieo​ who has 7+ years of extensive Customer Success and Account Management Experience in Indian and global markets.

Raman has worked with some premium clients throughout his career (e.g. Dell, Jabra, WMG, Microsoft, Wargaming) to help them achieve success using SaaS solutions. Currently as part of the Customer Success (India) Team at Sentieo, Raman is laying down the foundations of building and maintaining long-lasting professional relationships with his clients.

Stuart Pocock is a Director at Kompass UK (a leading business intelligence firm) and has spent his career in customer facing roles within the B2B environment.

Stuart has had an illustrious career within the business information world, working at senior level positions at such organisations as Dun & Bradstreet, Perfect Information, OneSource, WoltersKluwer and Graydon. From working with Stuart, I can personally vouch that he is the consummate professional and always puts the customer at the heart of whatever he does to ensure that they get maximum value and return on investment.

Leanne Spencer is an award-winning entrepreneur and founder of Bodyshot Performance and she joined me for the third podcast.

Leanne is a popular and engaging speaker, and recently delivered her first TEDx talk on 'Why fitness is more important than weight'. Leanne is the author of the bestselling books 'Remove the Guesswork: the highly personalised approach to health, fitness and nutrition that puts you first' and 'Rise and Shine: Recover from burnout and get back to your best'. She is one of the leading authorities on using exercise, biohacks and lifestyle interventions to recover from chronic stress and burnout, and frequently delivers workshops to companies and corporates on how to promote employee wellbeing in innovative and exciting ways.​

Matt Myszkowski is the Head of Customer Success at Rant & Rave and he joined me for the inaugural Customer Success Conversations pod to discuss a range of CS topics.

Prior to joining Rant and Rave, Matt managed the EMEA & APAC Customer Success Team at Autodesk for 4 years and has been in Customer Success and Account Management leadership roles for nearly 10 years in the SAAS and technology space.