Inspiring Future Leaders

About the Episode

This week, our host, Kellie Lucas, talks with People expert, Luke O'Mahoney, from SapienX - culture enablement consultancy.

Unsurprisingly, this was an incredible discussion between two passionate advocates for People Success and people-first cultures. The takeaways below are a small sample of the full episode. Take a listen and let us know what your key takeaways are!

On his personal definition of leadership: to ensure I am a positive force and a positive energy for the people that I interact with.

On the topic of what makes a leader: leadership has to start with showing up for others; you can’t lead others without leading yourself first.

On the difference between management and leadership: empathy bridges the gap between management and leadership. Many managers just haven’t tapped into empathy yet…

All of which ultimately feeds into our own mantra of Their Success = Your Success : the power of unlocking potential in others, which then also unlocks potential in yourself because you thrive and elevate and develop as you're elevating others.

About Luke

Luke is passionate about creating environments where individuals, teams, and organisations thrive.

His personal mission is to contribute to a world where every individual from any background has access to resource, opportunities, and support to become the best version of themselves that they want to be.

Having spent over a decade in Talent and People Ops within both corporate and start-up environments, Luke created SapienX to help organisations become intentional about the environment and experience they are providing for their people.

He developed the PEOPLE Culture source code model, which is the foundation of his cultural enablement work with organisations, teams, and leaders.

Infinitely curious, Luke also hosts the Human Potential Multiplied podcast where he speaks with leaders from business, entrepreneurship, sport, technology, and anyone who is doing extraordinary things to push the limits of human potential.

Husband and father, Luke's drive comes from building a better world where his own family can thrive now and in the future.

Luke pushes the limits of his own human potential through his work, but also his passion for endurance sport and long distance triathlon.

How to connect with Luke and their initiatives

LinkedIn: Luke O'Mahoney

LinkedIn: SapienX (company page)

About the Episode

Continuing with the IWD2022 theme of Break the Bias, this week our host Kellie Lucas chats with Lucy Illidge who is breaking the bias of what it means to be professional in the workplace. A self-confessed and defined "girly-girl", Lucy is determined to be her authentic self in all areas of her life and provide the space for others to do so as well.

This is a lovely episode to listen to, not just for the discussion around authenticity, the definition of professional and the importance of defining and embodying your team values. Lucy has a melodic way of talking which is delightful and mesmerising to listen to. We promise you'll have a whimsical smile on your face, the whole way through.

Take a listen to Lucy and Kellie and let us know your thoughts. Also, that Matt Myszkowski gets everywhere!

About Lucy

Lucy is an experienced leader, having worked in start-ups, scale ups and now a multinational corporation. She has a passion for Commercial Strategy, finding efficiencies and building processes that enable businesses to scale effectively.

Lucy is currently the Head of Customer Experience Operations for EMEIA, responsible for Strategy & Operations, the Voice of Customer Program and Best Practice & Enablement at Cision. She manages teams based in France, Germany and the U.K. and enjoys working closely with international colleagues, gaining an appreciation for different cultures and working styles.

Based in London, Lucy is immersed in an exciting CX landscape and enjoys expanding her network with other GTM professionals.

How to connect with Lucy and their initiatives

LinkedIn: Lucy Illidge

About the Episode

In the week that we celebrate the life of Queen Elizabeth II and the extraordinary inspiration and impact she had on the world, we are revisting the International Women's Day (IWD) 2022 theme of Break the Bias.

Queen Elizabeth certainly made her contribution to breaking the bias and in this episode we explore, in a panel format, how every one of us can also contribute and make a difference to our fellow humans.

International Women's Day falls on March 8th, each year, and heralds in a them for the entirety of that coming year. For 2022, the theme is Break the Bias.

At Move the World, we endeavour to highlight the theme at the beginning of the year with a panel discussion of that year's theme. We also aim to remind everyone during the year so that focus is maintained and this is why we, at Inspiring Future Leaders are sharing the recording of that panel discussion is this special episode of the podcast.

Take a listen and let us know your thoughts on the topics discussed, insights shared and what you are pledging to contribute to Break the Bias.

About The Panel

Nana-Efua Lawson : Managing Director and Principal Psychologist at Castlegate International

Renata Kashiwaya Pinheiro : VP Customer Success 

David Selorm Atsu : Associate at Credit Suisse

How to connect with the Panel and their initiatives

LinkedIn: Nana-Efua Lawson

LinkedIn: Renata Kashiwaya Pinheiro

LinkedIn: David Selorm Atsu

Donate to Move the World

About the Episode

For our first anniversary episode - yes! We launched the Inspiring Future Leaders podcast a year ago today! - we spoke to the humble and inspiring Maranda Dziekonski.

We talked about the qualities of a great leader; one who elevates and supports others to shine their brightest. We talked about how find the environment and those leaders who will support you to shine your brightest.

We also both "went a bit Matt" (listen to the podcast along with episode 19 - IYKYK) and enjoyed a few laughs.

Many thanks to Maranda for sharing as openly, humbly and as vulnerably as she does whenever she shares her journey with the world.

With leaders like her around, we'll all soon being doing better business for global good.

Take a listen and let us know your thoughts on the topics discussed and insights shared.

About Maranda

Maranda Dziekonski is the Chief Customer Officer at Swiftly. Maranda has over 20 years of experience both working in and building world-class operations. She has extensive experience building and scaling teams in early and mid-stage startups and has been part of 3 companies with successful exits (one unicorn).

Her specialties are Leadership/Management Coaching, Customer Success (B2B, B2C, B2B2C), Renewals Management, Implementations, Customer/Tech Support, Contact Centers (Inbound/Outbound), Sales, and various other teams in operations.

Maranda has been honored by various organizations as a Top 50 Customer Success Influencer 2022 and 2021, Top 25 Customer Success Influencer 2021, Top 100 Customer Success Strategist in 2017 & 2018. Maranda sits on numerous boards and is on the advisory board for the University of San Francisco's Customer Success and Insight's MBA Program. In her spare time, Maranda hosts a Podcast called From There to Here that focuses on personal and professional journeys.

How to connect with Maranda and their initiatives

LinkedIn: Maranda Dziekonski

Podcast: From There to Here

About the Episode

Our host, Kellie Lucas, had a fantastic conversation with Matt Myszkowski for this episode of the Inspiring Future Leaders podcast.

Matt is a well-respected leader in Customer Success, who delivers his leadership authentically, vulnerably and openly. He lends his voice and support to many initiatives which aim to highlight and shine a spotlight on creating a world where everyone has access to the same opportunities.

If you follow him on LinkedIn or Twitter already, then you will know that he talks about diversity, equality and inclusion as well as depression, mental well-being and football!

As always, with Matt, the conversation is lyrical, inspiring and all too short. We'll definitely be inviting him back for more conversations in the near future. If you have any questions or suggested topics/themes for the next time, please let us know and we'll add them to the list.

Take a listen and let us know your thoughts on the topics discussed and insights shared.

About Matt

Matt currently holds the role of Vice President, Customer Experience for EMEIA at Cision which incorporates Customer Success, Customer Support, Onboarding & Training and CX Operations. Matt joined Cision in 2020 from SAP where he held the role of Vice President, Customer Success EMEA for three years leading a team of approximately 100 CSMs. Prior to his time at SAP, Matt created the inaugural Customer Success function at UK SaaS “scale-up” Rant & Rave (acquired by Upland Software), who provide customer experience solutions for the retail, utilities and financial sectors specifically. Matt spent over 5 years at CAD & data management SaaS company Autodesk where he helped mature, grow and scale their customer success organisation, leading a team of CSMs across EMEA and APAC.

Matt has worked in several leadership roles in customer success, account management, customer support and pre-sales for the likes of Thomson Reuters, Dun & Bradstreet and Iron Mountain.

Obsessed with customer experience, Matt enjoys correlating the significant value it brings businesses through the connection of technology, education, data analytics and clear objectives aligned to his customers' desired outcomes.

Matt has his own blog and podcast series at www.customersuccessmatters.com

How to connect with Matt and their initiatives

LinkedIn: Matt Myszkowski

Twitter: Matt Myszkowski (CSMatt)

Website: Customer Success Matters

About the Episode

This week's guest is Fran Beckley, Head of People at SourceBreaker. This is a new role for Fran, having been Head of Customer Success since the early days of the company's journey.

Given that we talk a lot about people and culture, it seems appropriate that we have a Head of People on the podcast. It's even more exciting for us as Fran's background is Customer Success and we have a firm belief that CS has a lot to give the business world, in terms of people, partnerships and relationships. As every business is created by and for people, people feel like a good place to start to make sure you're maximising growth and value for all.

Listen to the episode for Fran's thoughts on:

- what is a leader and leadership

- what she learned from other episodes of the Inspiring Future Leaders podcast!

- the importance of values and how to embed them in the every day

- Personal Development Plans (PDPs); Fran provides a micro masterclass on how to create a people-led approach to PDPs and may even have persuaded our host that they are not so bad, after all. Listen to the episode for the full discussion!

Take a listen and let us know your thoughts on the topics discussed and insights shared.

About Fran

Fran Beckley has recently made the move to become Head of People at SourceBreaker, after returning from maternity leave. When she joined SourceBreaker, an AI driven recruitment technology platform, in 2016, she was the 4th employee and took on the task of building out the Customer Success division. The company has grown quickly and is now approaching 80 heads, so the newly created Head of People role is an amazing next challenge.

Fran is passionate about personal and organisational growth, recruiting and developing talent, and making the working environment the best it can be.

How to connect with Fran and their initiatives

LinkedIn: Fran Beckley

About the Episode

This week's episode packs a real punch as our host, Kellie Lucas, speaks with Nabeeda Bakali about all things leadership, culture and creating space for quieter voices!

Nabeeda and Kellie have pretty similar views on a LOT of topics and if you listen carefully, you'll even hear Kellie snort with recognition as Nabeeda talks through yet another aligned perspective - we're not going to point out exactly where this happens but let us know if you spot it!

Topics covered include:

- approaching an interview process much like you would a new relationships; ask pertinent questions to find out more about your intended partner but understand that you're not really going to understand how much of a fit you are... until you live together for a while! There's also no shame in ending the relationship, if it's not what you thought it was going to be or what was promised. You'll be doing both parties a favour.

- listening to your team and ensuring they know that they've been heard; aka closing the feedback loop

- introversion vs. extraversion at work; the power and impact of including both!

- transparency and authenticity in the workplace (including the controversial topic of salary transparency)

Take a listen and let us know your thoughts on the topics discussed and insights shared.

About Nabeeda

Nabeeda Bakali currently works as a Customer Success Manager. Her goal is to use her experiences and knowledge to help others grow personally and professionally. You can join her on this journey through following Grow with Nabeeda on YouTube, Instagram, and LinkedIn.

How to connect with Nabeeda and their initiatives

LinkedIn: Nabeeda Bakali

YouTube: Grow with Nabeeda

About the Episode

We really enjoyed talking with Adam Joseph this week about his long career in Customer Success, before it was even called that! He shared an employee's perspective on the human-first culture at Gainsight (see Episode 13 for the CEO's perspective...) and the learnings he's transformed into his own nurturing and relationship-based leadership style.

There's also a special cameo appearance from his six year-young puppy :-) and a moment of mutual appreciation and love between Kellie and Adam (extending the love to the rest of the Gainsight crew too!)

Take a listen and let us know your thoughts on the topics discussed and insights shared.

About Adam

Adam Joseph is the Regional Vice President of Customer Success, EMEA at Gainsight. In this role, Adam oversees the delivery of exceptional customer experience and creates long-term value for all of Gainsight’s European customers. Adam brings a wealth of leadership and customer success experience, having previously held the role of Director of Client Services at ChannelAdvisor and the VP Customer Success at Avention.

Adam also founded CSM Insight in 2017, a consultancy service that helps organizations build, manage and scale their customer success operations and deliver voice of the customer programmes.  He is an active thought leader in the customer success space, having created the resource hub CustomerSuccessManager.com. Adam has created and hosted two podcast series in Customer Success (Gainsight Gamechangers and Customer Success Conversations), where he interviews post-sales executives about what it takes to succeed, the challenges they have overcome, and emerging trends within Customer Success.

How to connect with Adam and their initiatives

LinkedIn: Adam Joseph

Website: Customer Success Manager

About the Episode

Another natural, authentic and insightful conversation on this week's podcast episode.

Our host, Kellie Lucas, chats with Kristi Faltorusso about empowered accountability, servant leadership, working in trusted partnerships with mutual respect alongside our people as well as our customers.

They talk about the power and importance of our words and actions, as leaders, as every experience provides the basis for learned behaviour, for someone out there, even if you don't realise they are taking notice.

They talk about being in the people business, doing good work for real people.

As Kristi says: Being in the people business is how you drive a business.

We couldn't agree more Kristi!

The best thing about this epsiode? They had plenty of laughs and shared words of affirmation sprinkled in amongst the wisdom...

Take a listen and let us know your thoughts on the topics discussed and insights shared.

About Kristi

Kristi Faltorusso is an award winning Customer Success Executive with experience in building, scaling and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade she's helped many companies redefine Customer Success resulting in increased retention, long term revenue growth and customer advocacy.

How to connect with Kristi and their initiatives

LinkedIn: Kristi Faltorusso

Website: Keeping CS Simple

About the Episode

For this episode, we talk to the man who is, essentially, the catalyst for the Inspiring Future Leaders podcast.

Our host, Kellie Lucas, has seen Nick Mehta deliver many enthusiastic and rousing speeches from the plenary stage at the leading Customer Success conference, Pulse (Europe).

One year, he delivered a keynote session on human-first leadership.

Not only did this resonate soundly within Kellie but she also had a conversation with a colleague where it seemed possible that if we adopted Customer Success principles and human-first business leadership, we could change the business world for the better AND motivate every person to be more human-led, community focused and committed to helping resolve the world's social challenges. Because we would all remember to care about each other, rather than only putting profit first.

Nick refers to this in his talks and in this episode as Success for all (one of Gainsight's core values) which includes their people, customers, community, family, investors and shareholders.

Gainsight's other four core values are also inspirational, not least Shoshin - listen to the episode to find out what this is and how magical and brilliant it truly is!

Listen to this fun, engaging and inspiring episode and let us know your thoughts. We'll be sure to entice Nick back onto the podcast soon.

About Nick

Nick Mehta (he/him), is the CEO of Gainsight, the Customer Success Company. He works with a team of over 1000 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, feminism, parody music videos and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try.

How to connect with Nick and his initiatives

LinkedIn: Nick Mehta