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Gain Grow Retain
Gain Grow Retain episodes
- Me, a Leader? My journey towards making a mark
Cris Sample (Head of Customer Success at Information Clearinghouse Inc) walks us through her career path where she navigated the work world and motherhood.
In this session she shares some of the behaviors and mindsets that prepared her for leadership, the biggest one being "Always focus on the customer". This thought process means that she is constantly working on how to make things better for customers, something that builds strong relationships and brings tremendous value to them.
Walking through how she coaches those in non-traditional roles to recognize the relevance of the skills they possess to giving advice on what to do in your new role, this podcast is jammed packed with information that will help you as you embrace your role as a new leader and will help rekindle the love of leading Customer Success for those who have been doing it for a while.
You can find Cris here
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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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
32 min - Talking Books by Jay and Kristi
Jay Nathan (CCO, Higher Logic) and Kristi Faltorusso (CCO, Client Success) pull a couple of books from their shelves to discuss and apply to Customer Success leadership.
This week, they dive into two books:
Think Again by Adam Grant - a book about reframing how you think about approaching debatable topics in a constructive and productive way.
Setting the Table by Danny Meyer - focused on how to start with service in mind and then build your processes to deliver through the lens of the hospitality industry.
Both books have direct applications for CS Leaders in both personal and professional growth.
You can find Kristi here
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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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
42 min - What to do in Your First Days As a Customer Success Leader
Emilia D'Anzica (Founder, Growth Molecules) talks with Jeff Breunsbach about how CS leaders should spend their early days in the role. From helping senior leadership understand the role CS plays in the customer retention journey, to identifying gaps in the process, especially in the onboarding process, leading to impact through improvement in processes and execution.
You can find more about Emilia D'Anzica here
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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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
38 min - Building Culture for Your Customer Success Team
Phil Weiss (VP Customer Success at CipherHealth) talks with Jeff Breunsbach about building (and keeping) a strong, healthy culture with your team especially with remote teams being the norm. They work through the 'why', and move into the 'how' with tips and examples of what works in their teams.
You can find more about Phil Weiss here
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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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
30 min - Building Great Marketing Starts with Great Customer Success
This week we are joined by Dan Cmejla, Community & Social Media Marketing Leader at Chili Piper. Dan talks through how having a strong understanding of your customers can help drive a marketing strategy that is unique and personal, resulting in strong returns. "When you find what benefits your customers and what is good for you, you are in the sweet spot."
You can find more about Dan Cmejla here
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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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
55 min - The Role of Marketing in Customer Success
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 there.
Want to learn more about the CCO/CMO relationship? Register to see the Higher Logic webinar featuring Rachel Orston, CCO@ SmartRecruiters and Letané Conant, CMO @ 6Sense.
Register for the webinar here
You can find more about Erika Brookes here
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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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
36 min - Building Culture for Your Customer Success Team
Phil Weiss (VP Customer Success at CipherHealth) talks with Jeff Breunsbach about building (and keeping) a strong, healthy culture with your team especially with remote teams being the norm. They work through the 'why', and move into the 'how' with tips and examples of what works in their teams.
You can find more about Phil Weiss here
---
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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
30 min - What to do in a Market Downturn
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.
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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/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
30 min - How Monday.com Scales CS
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 Monday.com here
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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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
48 min - Let’s Get Rid of the QBR
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 Convos
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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 can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
40 min
About Gain Grow Retain
From the publisher's feed
In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations about growing and scaling subscription businesses with a customer-first approach. The podcast is aimed at SaaS and technology leaders who are facing the day to day challenges of scaling.
This podcast is brought to you by Higher Logic.