Customer Success Leader

Being on the receiving end of a customized customer experience is the warm, fuzzy feeling every customer loves. But how do organizations personalize their CX at scale?

Can every customer get the warm fuzzies?

Teresa Anania, VP of Global Customer Success & Renewals at Zendesk, thinks — to some degree — every customer can have a customized experience. She shares her CX strategy with Eric, as well as… 

- How to develop an outcome-based approach with high-touch customers

- How to engage an entirely remote CS team

- Advice for new CS leaders

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

When you have as many different types of customers as Monday.com has, there needs to be some consistency in the onboarding process.

Monday.com Onboarding Team Manager, Lisa Fox, joins Eric in this episode to share how her team has created a repeatable onboarding process for customers. Plus, the two talk about… 

- Obstacles in the onboarding process and how to overcome them

- 3 phases for a successful onboarding

- Why every CS leader should have authenticity and empathy 

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

Restructuring an organization's CS process is tough to do in-person. Imagine doing it 100% remote!

Fortunately, Benoit Bouteille, VP of Customer Experience at Tinyclues, had ample experience in leading remote CS teams before his organization decided to restructure.

In this episode, Eric and Ben discuss… 

- How remote teams should look at CS and CX

- Why Ben focused on breaking down silos within his organization

- How to design your organization around customer outcomes

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

We've all heard it before: Communication is key. So why are businesses still so bad at it?

Leigh Hamer, Director of Customer Success at Lumavate, shares her strategy for crafting communication dependent on the receiver in this episode of Customer Success Leaders.

Plus, she and Eric talk about… 

- Measuring success based on your platform's ease-of-use

- Mitigating the scariness of new updates

- How Leigh has been accounting for a new customer profile

For more info, check out customersuccessleader.com or send a message to [email protected]. To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

Stopping customer churn shouldn't be a CS leader's main concern. It should be a result of achieving more meaningful goals.

In this episode of Customer Success Leaders, Maranda Dziekonski, VP of CS & People Ops at Swiftly, joins Eric to discuss… 

- Why CS leaders should be leveraging relationships they've built

- How to be more than just a churn-stopper

- How CS leaders can act as internal advocates for customers

- Why advising has been so important to Maranda's career

Resources mentioned:

- Catalyst's Coaching Corner

- Customer Success Leadership Network Slack channel

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

Customer success is all about driving value. 

But that's not limited to your customer success team. 

It's company-wide. And your product better live up to what you sold it as.

Today's guest is Chad Horenfeldt, Customer Success Coach at Kustomer. He has experience in a variety of customer-success-centered roles and came on to share the wisdom he's gained over his impressive career.

In this episode, we discuss:

• What customer success is
• Why your product needs to live up to the hype
• Why leadership means a dedication to lifelong learning

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

One thing you learn as the co-founder of a bathroom advertisement business is the importance of organization.

Jordan Silverman, VP of Customer Success at MarketMan, joins Eric on this episode to discuss organization in customer success. Plus, they talk about… 

- Unique challenges of customer success for the hospitality industry

- Entrepreneurial skills that can be transferred to customer success

- The importance of being a good steward of customers' businesses

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

If you thought customer success and account management are the same things, you're probably not alone.

There are some similarities, however, there are bigger differences that make them distinguishable jobs.

Joining Eric in this episode is former Account Manager and iZooto's current Customer Success Manager, Bhavika Kochhar. They discuss… 

- The main differences between customer success and account management

- How to successfully work with customers from other geographies

- How to navigate a customer's unresponsiveness

- Why it's okay when tech fails us sometimes

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

Have you ever been to a party with a friend who doesn't introduce you to anyone? So you just stand there awkwardly and count the seconds before you can leave. 

It's a less than desirable experience, right? Why do we make customers go through it then?

Josh Fedie, the founder of SalesReach.io, joins Eric to help resolve the awkwardness that is traditional sales handoffs. Plus, the two talk about… 

- How to mitigate buyer's remorse for new customers

- Why sales should be involved after the initial sale

- What B2B customer success can learn from B2C

Check out Josh's show, The Buyer Enablement Podcast.

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

Being in and around a startup can be a stressful place, especially when you're trying to land investors. 

Automation helps complete repeatable tasks in these kinds of situations. However, there are areas where a founder needs more specialized content and assistance.

Lynne Zagami, a former lawyer and Head of Customer Success at Shoobx, joins Eric to chat about empowering entrepreneurs through educational content. They also discuss… 

- How relationship management skills have helped Lynne shift from law to customer success

- The importance of having a responsive culture

- How to manage great customer success without causing burnout

- Why you should be answering client questions before they're even asked

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.