Bringing in experience from a variety of different roles and industries, Mike Osborn - VP of Customer Success at Advanced speaks about scaling Customer Success in a multimarket, multiproduct organization while driving outcomes, some key learnings include: 

- Stripping back what a CSM actually is. What are they doing to be effective and make an impact for their customer so they get most value.
- Digital Success vs Person Intervention: Service packages as a value add service for the customer
- The importance of correlating a CSMs activities to drive business outcomes
- Metrics that dictate retention, for example time-to-replace & adoption
 

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With a background ranging from Automotives sales to supply chain including working at IBM and SAP to now Head of Services, Global CS at Conga, Peter's experience shows is growth and range of expertise. He delves into Professional Services (PS) Operations 101 for scaling SaaS companies, whether high-velocity or Enterprise. 

In this episode, he speaks about:

- Designing and building professional services offerings
- Learnings from a multi-product line company with different service delivery models
- Role of PS operations in scaling SaaS companies
 

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From an elementary school teacher to Sales Manager and Store leader in retail stores, to now a VP of Professional Services & Support, Joshua Sheldon's background in these various disciplines has allowed him to become an innovative business leader with significant experience in developing and implementing strategies based on the needs of the business, employees and customers.

In this episode, he speaks about:

- How does the role of your business model impact the world of services delivery? (e.g. moving from product to platform offering and having both to manage)

- How honing his previous skills of customer service, analytics, innovation and problem-solving helped his transition into the software/high-tech industry. 

- How has the world of Professional Services changed in his tenure?

- Planning a transformation of Services Delivery including PS and CS strategy, governance, organization and technology

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David Sakamoto has dedicated 10+ years of his career to continuously delivering value throughout the customer journey. His experience makes him a leader in customer success, transforming businesses and teams, and optimizing delivery of products and services to maximize customer value and propel revenue growth. Currently, he is the VP of Customer Success at Gitlab Inc., leading teams of Solution Architects / Sales Engineering, Professional Services and Technical Account Management / Customer Success Managers.

In this episode, David discusses how to drive the 'growth' stage (ie post-sales), adopting a 'kaizen' attitude of continuous improvement, ownership vs partnership, and the values and culture around the customer journey. 

As mentioned, you can find the Gitlab Handbook here: https://about.gitlab.com/handbook/

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Brad Jacobs is an experienced leader in the industry with a background in enabling services and support teams to optimize professional services delivery. He is currently the Vice President of Worldwide Professional Services at MongoDB, a leading modern, general-purpose database platform, designed to unleash the power of software and data for developers and the applications they build. 

In this episode, Brad speaks about: 

- The evolution of Services delivery 
- How customer behaviors/demands shape the world of Professional Services? 
- Has the shift in the importance of Customer success affected Services organizations? 
- SaaS metrics that matter: Traditional vs. Modern

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Nate Bitting is an experienced leader with a background in operations, strategy, customer success, automation, project and product management. Having built large teams from scratch and developed products from inception to production resulting in millions of dollars of the incremental pipeline. He is currently the Vice President of Customer Services Strategy & Operations at Alteryx. 

In this episode, Nate speaks about: 
- Building operational capability for Customer Success and Professional Services 
- The metrics that matter for modern Customer Success & Services teams 
- Convergence in the Outcomes Era 
- Customer Operations 101

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Rav Dhaliwal is an investor and former software executive, with particular experience building, leading & scaling start-ups and business units that drive net revenue retention such as Customer Success, Professional Services & Support). In this episode, Rav speaks about the role of customer success in driving revenue retention and how it works with sales, support and other functions in SaaS organizations, to deliver high-velocity services at scale.

As mentioned in the episode you can download the Customer Onboarding Benchmark report here: https://www.precursive.com/customer-onboarding-report-2021

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Dave Kellogg, is a thought-leader, advisor, director, consultant, blogger and currently the EIR at Balderton Capital. Formerly the CEO of Host Analytics, he is known as the SaaS metrics expert. In this episode, Dave shares his insight into the role of Services in scaling SaaS businesses, linking time-to-value to net retention, the 'correct mindset' for successful Professional Services and Customer Success organizations.

Dave is the author of the highly regarded 'Kellblog', where he covers topics ranging from startups, metrics to venture capital and Silicon Valley. Check it out here - https://kellblog.com/ 
 

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Himanshu Kapoor, Customer Success Leader at Google plays a vital role in shaping their Customer Success organization through mentoring, hiring, building service offerings and driving digital transformation. He has a wealth of knowledge in this field having worked in sales, customer experience and professional services at companies such as Cisco, IBM and InfoSys. In this episode, he calls out Customer Success trends he sees coming up in 2022 and its future in the high-velocity services delivery era. A must-listen for all looking to get into the CS space!

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Donna is an expert, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. She joins host, Precursive CEO Jonathan Corrie, in this episode discussing insights from decades of experience in the customer success/customer onboarding industry, which are also encased in her book.  She shares her advocacy for customer enablement, the  6 steps of orchestrated onboarding, the first steps to onboarding, and also the trends that have been seen. 

Check out Donna's book: https://www.donnaweber.com/book
Get a copy of our Customer Onboarding Benchmark Report 2021 : https://www.precursive.com/customer-onboarding-report-2021

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