Recorded episode from a live podcast event on hosted at Silicon Slopes Studio on September 11th, 2024.

Welcome our guest panel:

Doug Norton | Head of CS @ Bill.com

Kate Sharp | Director of CS @ BrainStorm

Roger Mendez | Global Leader of CS @ Cisco

Alyssa Sorensen | Customer Education @ Spiff

These Utah CS experts join Casey Trujillo to discuss the landscape of customer success in the SaaS industry, particularly in the context of doing more with less. Listen to hear a variety of strategies and best practices from our guests on focusing on essential tasks, evaluating new initiatives, and the significance of collaboration across teams.

Takeaways

Contents

00:00 Introduction to SaaS Therapy and Guests

02:52 Navigating Customer Success in a Resource-Constrained Environment

06:32 Aligning Initiatives with Leadership Goals

09:14 Consulting Insights on Efficiency and Effectiveness

12:08 Best Practices for Focus and Clarity

20:30 Evaluating New Initiatives: When to Pivot or Pull the Plug

30:08 Homework Assignments for Continuous Improvement

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred⁠