Christina Kopka, Twilio's Lead of Customer Success in EMEA & APAC goes into what it is like for CSMs at Twilio, how their business model is a bit different from the traditional ones in the SaaS world, and how to be a CSM in a company that requires a bit more technical knowledge than some others.

Michael Redbord discusses Hubspot's journey from having everyone "just do on-boarding," to building out their customer success divison. He also gives his advice on how to handle very vocal custeomers, his view on the importance of the phone, and the difference between happy and successful customers.

After chatting away for 15 minutes about being in ketosis and which types of meditation we practice, Yves Doucet and I finally got into talking about him, his company Dovico and what he has done to create a culture of success for not only his customers, but his employees as well.

Jeff Gardner, the Director of Customer Support & Success at Intercom, was their 4th employee and has been there from the very beginning. He tells about what it was like during the early startup days, and what it was like to build his first team.

Jonathan Bean, the CMO of Mynewsdesk, a Swedish start-up Headquartered in the city of Stockholm, spoke with me about what it was like growing the company, what their methods and goals are for customer success, and how all of the teams have to work together for customer to really be successful.