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Gain Grow Retain
Gain Grow Retain episodes
- The Importance of Defining the CSM Role in Your Org
Today, we are joined by Nils Vinje, Leadership Coach and Founder, CEO of 30 Day Leadership. Nils helps us understand the importance of clear definitions of both the role of the CS team and CSMs specifically. Nils clarifies the important role the CS Leader plays in establishing the expectations for the team within the organizational needs and focus.
You can find more about Nils here
More about 30 Day Leadership
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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 - Jay and Kristi Article Discussion -The Hardest Part of SaaS Companies at Each Stage”
Kristi Faltorusso and Jay Nathan talk through a blog article titled 'The Hardest Part of SaaS Companies at Each Stage'.
Running through the article, they discuss their experience and perspectives for each of the stages highlighted by the article.
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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
45 min - Importance of Developing the Front-Line of Customer Success
Catherine Blackmore joins Jay Nathan on the podcast today from Oracle as she talks about her early days in the newly emerging field of Customer Success when resources and swim lanes were still being developed and how there is still growth and evolution occurring today, not just with CSMs, but the overall practice of customer success within an organization to become truly customer-centric. This includes the importance of employee development to ensure best-practices and focusing on employee engagement develop mission-focused employees.
You can find Catherine here: https://www.linkedin.com/in/catherineblackmore/
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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.
44 min - Worlds colliding: PLG + Customer Success
Today, we are joined by Kyle Poyar, an Operating Partner from OpenView. The OpenView team are experts and leaders in the space of Product-Led Growth (PLG) companies. Kyle helps us better understand how these product-led companies are building customer success.
You can find more about Kyle here
More about OpenView Partners
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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.
44 min - Leading the charge on digital-first customer success
Carlos Quezada and Matt Harmon join the podcast today from HPE Aruba, where they lead customer success as a service. They've been leading the charge on building digital-first experience (and even winning awards).
We get an update on where they are finding success within their digital ecosystem to drive a positive experience amongst their customers.
You can find Carlos here: https://www.linkedin.com/in/cquezada/
You can find Matt here: https://www.linkedin.com/in/mdharmon/
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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.
54 min - Around the Horn with Kristi, Jay, and Jeff
Today, we dive into the depths of our LinkedIn content. We try to surface old posts to drum up discussion and opinion...
- QBRs
- Customer journey
- Scaled customer success
You can find Kristi here: https://www.linkedin.com/in/kristiserrano/
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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 - CS Blueprint: Key Metrics for Customer Success
In this week's CS Blueprint, Jay and Kristi, discuss whether what the right metric for customer success teams is - does focus on NRR create lazy CSMs?
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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
37 min - Enabling a Customer-First Experience with Jeetu Mahtani
Jeetu Mahtani, EVP of Customer Success at HubSpot joins Jeff and Jay to talk about HubSpot's customer success organization. They jump into enabling a positive sales and success partnership and how to drive technology into your customer experience. You can find Jeetu here: https://www.linkedin.com/in/jeetumahtani/
And you can find more about HubSpot here: https://hubspot.com/---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.
49 min - Coast to Coast with Ben Shapiro
Jeff sits down with fellow HubSpot Podcast Network host, Ben Shapiro to chat about podcasting, new media, and delivering valuable content.
Ben is the host of the MarTech Podcast
Connect with Ben on LinedIn.
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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.
41 min - Metrics, Metrics, Metrics
Jeff is joined by Christian Jakenfelds from Planhat, a customer success platform. Jeff and Christian give a preview of a webinar that they co-hosted around metrics - how teams can move from leading to lagging indicators.
If you want to download the full webinar, check it out here. Special thanks to Higher Logic Vanilla and Planhat for sponsoring this episode of Gain Grow Retain.
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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.
1 hr 2 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.