Roberto Ortiz is the Co-Founder and CEO of Welcome, an award-winning virtual event platform. In this episode, Roberto and Ben discuss how the pandemic influenced the founding of Welcome, how to provide white glove customer service, and levelling up from a technology, design and performance perspective.

Emily Garza is the AVP of Customer Success at Fastly. In this episode, Emily and Ben discuss why happiness shouldn’t be used as a customer success metric, the importance of consistent storytelling, and the value of clear communication and curiosity in business.

Kyle Clark is an Implementation Manager at Catalyst Software, and in this episode, Kyle and I discuss the one big question you need to ask before onboarding new customers, why you should ignore what your competitors are doing and how to launch new customers in a “healthy way”.

Codi Gill is the Vice President Client Success at TouchCare, and in this episode, Codi and I discuss how she has six kids whilst running a CS department, the importance of “taking yourself out of the whirlwind” and how Codi pro-actively ensures her team takes sufficient time off.

Sultan Saidov is the Co-Founder and President at Beamery, and in this episode, Sultan and I talk about Beamery’s proactive, people centric approach to recruitment, how to keep candidates engaged throughout the hiring funnel and how to evaluate the potential of prospective recruits.

Remco de Vries is the VP of Marketing at inSided, and in this episode, Remco and I talk about everything you need to know to get started with community building—from getting buy-in, to selecting your tech stack, to more advanced community strategies that will directly lead to revenue growth.

Porter Williams is the Director of Customer Success at BetterUp, and in this episode, Porter and I discuss how to make your QBRs better than every other vendor, what Porter learned in his previous life as a performer that helps him in the tech world, and why role-playing might just be the one skill missing from your CS arsenal.

Mark Kilens is the VP of Content & Community at Drift, and in this episode, Mark and I discuss the content and community equation, why he hires for character and trains for skill and his personal operating system.

Sunil Joseph is the Vice President of Customer Success at Stack Overflow, and in this episode, Sunil and I discuss the impact of hiring a diverse team, why Stack Overflow holds ROI workshops with every customer, and what it really means to be product-led.

Shai Ritblatt is Head of Partner & Customer Success at Sisense, and in this episode, Shai and I discuss their partner success program, building versus buying, how they prioritize feature requests and why he believes CS just stands for common sense.