In this episode, our host Anika Zubair chats with Ray Rauch, VP of Customer Success at Concord, about the evolution of the CSM.

Customer success has been a discipline for over 10 years now and what started out as a proactive account management position has now evolved. Companies have teams, including customer marketing, account executives and product managers who work directly with CS to deliver a customer first product roadmap. CS has now become the heart of most SaaS organizations and the role of the CSM is more important than ever before.

Podcast enquiries: sofia@planhat.com



Ray Rauch, VP of Customer Success at Concord - Evolution of the CSM

At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com

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This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast.

The exciting news is that we're welcoming our very own, Malin Skoglund, VP of Customer Success Americas, who will be stepping in as the new host. 

Listen to the full episode now and learn more about the future of our podcast.

Podcast enquiries: sofia@planhat.com

A special episode: Big thanks to Anika, and a cheerful hello to Malin!

In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales. 

Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure your CS department? Why should CS not be seen as a mere extension of sales? And how can you persuade senior leadership that CS should not be responsible for renewals and upsells?

Podcast enquiries: sofia@planhat.com

Brandon Ramsey, Head of CS at OnsiteIQ - Customer success is not sales

In this episode, our host Anika Zubair chats with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success. 

As we approach the end of the year, it's crucial to begin strategizing for customer success in 2024. Despite the hurdles we've encountered recently, we must now pave the way for a successful year ahead. So, what should be the key focus areas for customer success in 2024? And how can we strike the perfect balance between customer ROI and fostering business growth? 

Podcast enquiries: sofia@planhat.com

Sue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024

In this episode, our host Anika Zubair chats with Maranda Dziekonski, Senior VP of Customer Success at Datasembly about the importance of viewing customer success as a revenue generator rather than a cost center.

The field of customer success (CS) has been through a whirlwind of changes this year due to the global economy. As we near the end of 2023 and start planning for 2024, sustainability and revenue have become top priorities for every CS department. But why is revenue such a vital piece of the CS puzzle? And how can CSMs and CS leaders enhance their skills to adapt to the evolving market?

Podcast enquiries: sofia@planhat.com

Maranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CS

In this episode, our host Anika Zubair chats with Chris Regester, Chief Customer Office at Planhat about how to deliver customer outcomes through a value framework. 

Achieving customer success is a long-term endeavor that demands ongoing dedication and collaboration with our clients. A solid foundation is provided by a company value framework, guiding businesses on this journey. So, how can we consistently deliver lasting customer value through a value framework embraced by the entire organization? And what are the initial steps to building such a framework?

Podcast enquiries: sofia@planhat.com

Ray Rauch, VP of Customer Success at Concord - Evolution of the CSM

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