Jeff is joined by longtime friend and former coworker Alex Medeiros to discuss Alex's new role as Head of Enablement at Limeade. 

Topics discussed are :

And many other nuggets that Alex has picked up along the way in building this new competency!

Customer Success Legend Maranda Dziekonski joins Jeff on the latest podcast. In a very open and honest conversation, Maranda talks about:

-  Her blue-collar work ethic and how she went from the factory to the office

- Customer Success and who owns the revenue, upsells, etc

- Leveraging new tech and approaches (Ops, AI)

- Roles in the new Customer Success organization

- Landing a role in CX as a college grad vs a career transition

- How to avoid burnout

Also lots of tangents on pantsuits, dog medications, and boutique cameras!

Jeff is joined by Top 100 Customer Success Strategist 2020 & 2021 Shari Srebnick, the Head of Customer Success at Searchmetrics. Shari educates Jeff on the best ways to listen to your customer to drive better enagement and customer relationships. Topcis include:

- Why NPS isn't the best or only way to track customer sentiment

- Properly segmenting your customer base to make sense of your data collection

- Surveying end-users AND stakeholders

- How to create your strategy around customer sentiment

- What NOT to talk about in the QBR

And a lot more- Shari drops nugget after nugget here, so listen with your notebook open!

In this podcast, Jeff does a deep dive into the world of CS Ops with David Epperly of Red Canary. David put together a great post about the basics of CS Ops (click here to read). Topics discussed were:

- Key metrics to track for CS Ops to prevent churn

- Do you need CS-specific tools like Gainsight or Churn Zero to use data for understanding churn risk?

- Using qualitative factors to understand churn risk

-  What level do you start relying on data science and more complex tools?

- David describes his current CS Ops Tech stack

- How does somebody break into CS ops? 

This week we are joined by Dana Soza, of customer everything.com. Dana is an OG in Customer Success, and was named a 2021 Top 100 Customer Success Strategist. We talked about doing CS before CS was even a thing. Some topics we went over were:

We also talked about Dana’s passion for helping new CSM’s find jobs, and then coaching them through all aspects of their careers.

This week we are joined by Stephanie Kemp, of Get Bridge. Stephanie talks about her life of service, and how she took her non-CS jobs and parlayed them into her current position. Her story of how she got her current role is a great lesson in perseverance, and not taking no for an answer. Stephanie is a powerhouse and very driven, and I am sure you will enjoy her story! 

Jeff is joined by very special guest and keynote speaker Aaron Thompson of SuccessHacker. Covered lots of ground here, including:

Also, check out Aaron's post here with some video explanations of the concepts - https://www.linkedin.com/posts/athomps_customersuccess-onboarding-podcast-activity-6825530250747891712-Sv9s

As part of a new focus with the podcast, we kicked off our first case study with Steve of GrowthLab Finance-as-a-Service. Steve dives in and talked about the move to use CSM's when their customers asked for a different engagement model. Steve talks about how having CSM's gets him closer to his goal of "making things boring again." Some good chat here around net retention, QBR's and implementation.  

Very happy to have James Stuart of Reed talk about how the Customer Success team is being used to help trial users get a high touch to increase success in the pre-sales phase. I love this concept! James and talk about using all the great Customer Success tools to get outcome-driven trials to convert prospects into successful and happy customers.

Very excited to bring Michael Zipursky of Consulting Success to the podcast. Michael has been helping people run their own consulting business for almost 15 years and has a huge track record of success. Michael came on the show and asked questions around: