The Customer Success Podcast

By Gainsight

Business

What's The Customer Success Podcast about?

The Customer Success Podcast aims to uncover the stories, perspectives, and best practices around the leading Customer Success programs. Hosted by Allison Pickens(Chief Customer Officer at Gainsight), she shares those stories alongside an all-star roster of special guests.

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LAST EPISODE

Learning from Churn and how...

10.28.2020

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Losing customers to churn is painful, we can’t deny ...

The Customer Success Podcast episodes:

10.28.2020 Learning from Churn and how CSMs can become better investigative journalists Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Losing customers to churn is painful, we can’t deny ...
01.17.2020 Why Win/Loss Analysis is Essential for Customer Success with Natasha Narayan (CEO, IcebergIQ) In this episode, Ruben Rabago(Chief Strategist, Gainsight) sits down with Natasha Narayan(CEO, IcebergIQ) to examine and discuss why Win/Loss Analysis is essential for customer success-driven organizations, why she co-founded IcebergIQ, and more.
12.07.2019 Onboarding Employees? Start with Customer Success. Featuring Jo Massie( VP OF CS, Slido) In this episode, Ruben Rabago(Chief Strategist, Gainsight) sits down with Jo Massie(VP of Customer Success, Slido) to discuss how Customer Success is at the center of every employee's onboarding, managing global teams, and more.
11.18.2019 Driving Systematic Success with Peter Armaly (Sr. Director, CS Business Advisory Services, Oracle) In this episode, Allison Pickens (COO, Gainsight) sits down with Peter Armaly (Senior Director of Customer Success Business Advisory Services, Oracle) to discuss how Oracle is using advisory services both externally and internally to drive success, how his team approaches ...
11.11.2019 The Power of Language in Customer Relationships with Yamini Rangan (CCO, Dropbox) In this episode, Allison Pickens(COO, Gainsight) sits down with Yamini Rangan (CCO, Dropbox) to discuss why the terms are so important within the customer relationship, how to breakdown silos between teams, and more.
10.22.2019 How Oracle Leads their Customer Success team with Catherine Blackmore (GVP of CS, Oracle) In this episode, Ruben Rabago (Chief Strategist, Pulse Programs) sits down with Catherine Blackmore (Global Vice President of Customer Success, Oracle) to discuss how Oracle's customer success team operates, how to incentivize your customer success team, and what Oracle is ...
10.15.2019 Accountability-driven Success with Stefanie Caldwell (NarrativeScience) & Matt Davis (AlphaHQ) In this episode, Brian Brannon (Marketing Program Manager, Gainsight)sits down with Stefanie Caldwell (VP of CS, NarrativeScience) and Matt Davis (Head of Revenue, AlphaHQ) to discuss why accountability is crucial for success, the importance of discovery for a CSM, and ...
10.01.2019 How To Create A Diverse Customer Success Team With Carine Roman In this episode, Allison Pickens (COO, Gainsight) sits down with Carine Roman (Global Head of Customer Success, Linkedin Talent Solutions) to discuss how to create a diverse customer success team, why the process is important in gathering a diverse recruiting ...
09.23.2019 Trends in Customer Success Team Culture with David Sakamoto (VP of Customer Success, GitLabs) In this episode, Allison Pickens (COO, Gainsight) sits down with David Sakamoto (VP of Customer Success at GitLabs) to discuss a recent study he completed on cultural trends within CSM teams, what it means for the industry, and how to ...
09.23.2019 How KeepTruckin Manages their CS program while adding a thousand customers a week with John Gleeson In this episode, Allison Pickens (COO, Gainsight) sits down with John Gleeson (Head of Customer Success - Upmarket, KeepTruckin) to discuss how KeepTruckin has managed to effectively scale their customer success team while adding a thousand customers a week, and ...
09.09.2019 Efficiency and Effectiveness of the Customer Success Manager with Peter Armaly In this episode, Allison Pickens (COO, Gainsight) sits down with Peter Armaly (Senior Director of Customer Success Business Advisory Services, Oracle) to discuss his experience in helping to build Oracle's customer success team, how CSMs can become more efficient, and ...
04.08.2019 What the Board Expects in a Customer Success Team with Kristina Shen (Partner, Bessemer) In this episode, Allison Pickens (COO, Gainsight) sits down with Kristina Shen (Partner, Bessemer Venture Partners) to discuss what she's learned about the most successful customer success teams as a board member, what type of performance indicators the board expects ...
03.31.2019 How IBM Leads With Customer Success In this episode, Courtney Hauser (Senior Global Customer Outcomes Manager, Gainsight) sits down with IBM's Executive Customer Success team including David Sawatzky (Vice President, SaaS & Customer Success, Cognitive Solutions at IBM), Beth Ann Vaughn (Vice President, Worldwide Sales Leader, ...
03.22.2019 Unboxing The Role of Chief Customer Officer with Jon Herstein (CCO, Box) In this episode, Allison Pickens (COO, Gainsight) sits down with Jon Herstein (Chief Customer Officer, Box) to discuss his rise from Head of Customer Success to Chief Customer Officer, how Box approaches customer success, presenting customer success metrics to the ...
02.22.2019 How to Create an Effective Journey Map for Your Customers with Jane Bossert (CSM, IBM) In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Jane Bossert (CSM, IBM) to discuss how her team is streamlining time-to-value by creating data-backed journey maps, enabling customers with self-assisting content, and more.
01.28.2019 How Smartsheet Closes the Gap Between Product and Customer Success with Lada Gorlenko In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Lada Gorlenko (Director of Experience Research, Smartsheet) to discuss how Smartsheet is developing new programs to help product teams and customer success teams work closer than ever.
01.16.2019 Enabling Your Customers To Achieve Their Desired Outcomes with Jessica Bobbitt In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Jessica Bobbitt(Senior Program Manager, Customer Success at Blackbaud) to discuss how Blackbaud is developing cutting edge content programs to help enable their customers to achieve their desired outcomes.
01.09.2019 How to Prevent Burnout as a Customer Success Manager with Rachel Jennings (CSM, Domo) In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Rachel Jennings (Customer Success Manager, Domo) to discuss her journey as a customer success manager, how to prevent burn out as a CSM, when to tell you customers ...
12.30.2018 How to Use Product Coaches to Increase Outcome Realization with Corey Pudhorodsky In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Corey Pudhorodsky (Director, Customer Success, Khoros) to discuss how Khoros is using Product Coaches to learn side-by-side with their customers, lower time-to-improvement with product teams, and more.
12.29.2018 The One Thing Every Board Member Thinks About with Skip Glass In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight)sits down with investor Skip Glass (Managing Director, Union Square Advisors) to discuss why he believes customer success is the key for companies looking to produce next-generation revenue growth, what he looks ...
12.14.2018 Bootstrapping Your Customer Success Team with TaskRay's Mike Davis (VP of Sales and CS) In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Mike Davis (VP of Sales and CS, TaskRay) to discuss their playbook for bootstrapping your customer success team, specializing existing functions within your team, and more!
12.12.2018 Focusing on Product Experience to Drive Customer Success In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Mickey Alon, Chief Executive Officer, and Founder at Aptrinsic to discuss why a product experience focused approach to customer success is necessary to future-proof your endeavors
10.16.2018 Why Developing Your Customer Success Team Is Essential For Success with Jamey Jeff In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jamey Jeff, Managing Director of Customer Success at Coastal Cloud to discuss why creating a career development program may be the single most important ingredient to attracting and ...
07.30.2018 How Slack Delivers Exceptional Outcomes at Scale w/ Christina Kosmowski (Head of Global CS, Slack) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Christina Kosmowski, Global Head of Customer Success & Services at Slack to discuss how Slack has effectively scaled it's customer success team throughout it's hyper-growth, why tech-touch is ...
07.23.2018 Driving Innovation through Customer Success w/ Ray Mitra (Global Head of CS, GE Digital) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Ray Mitra, Global Head of Customer Success & Services at GEDigital to discuss how he and his team are driving innovation through cutting-edge customer success programs, why finding ...
07.16.2018 How to Accurately Compensate your Customer Success Team with Krista Anderson (CCO, Okta) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Krista Anderson, Chief Customer Officer at Okta to discuss how she's approaching compensating her customer success team, key KPI's for bonus plans and more.
07.09.2018 Adopting a Prescriptive Approach to Customer Success w/ Patrick Lawler (Dir. of CS, Azuqua) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Patrick Lawler, Director of Customer Success and Services at Azuqua to discuss how Azuqua is adopting a prescriptive approach to customer success and what is means for their ...
07.02.2018 How to Create Valuable Customer Insights at Scale with Alaa Badr (VP of Cloud Services, VMware) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Alaa Badr, VP of Cloud Services at VMware to discuss how his team is creating valuable customer insights across their portfolio, managing an at-scale customer success team and ...
06.24.2018 The Key to Engaging Advocates with Howard Tarnoff (Managing Director, Customer Success LLC) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Howard Tarnoff, (Managing Director, Customer Success LLC) to discuss how advocacy is changing the way companies grow revenue and get new customers.
06.18.2018 Why Customer Success Drives Company Success with Dennis Fois (CEO, NVM) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Dennis Fois, Chief Executive Officer at NewVoiceMedia to discuss how NVM is driving customer outcomes through company success and more.
03.13.2018 Crossing the Chasm with Customer Success (feat. Geoffrey Moore & Nick Mehta) In this episode, Nick Mehta (CEO, Gainsight) sits down with acclaimed Author and Futurist Geoffrey Moore to discuss the transformative nature of customer success and
01.21.2018 How to Find a Job in Customer Success with Emilia D'Anzica In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Emilia D'Anzica (Vice President of Customer Success, Qordoba) to discuss how find your next job in customer success, what questions to ask a potential employer and how to ...
01.15.2018 How To Create a Post-sales Value Engine with Somit Goyal (Part Two) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Somit Goyal (Global Head of Customer Success at Microsoft Dynamics) to discuss how to deliver customer success in the partner channel, how to create a post-sales value engine ...
01.11.2018 How to Create a Post-sales Value Engine with Somit Goyal (Part One) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Somit Goyal (Global Head of Customer Success at Microsoft Dynamics) to discuss how to deliver customer success in the partner channel, how to create a post-sales value engine ...
12.20.2017 Incentivizing And Inspiring Your Customer Success Organization with Dean Robison In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Dean Robison, Senior Vice President of Customer Success at ServiceNow to discuss his approach to organizing his customer success department, how to incentivize top-tier customer success managers and ...
12.04.2017 How to Deliver Customer Success in the Partner Channel with Wayne Berkowitz In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Wayne Berkowitz (Vice President of Partner Success at Continuum Managed Services) to discuss how to deliver customer success in the partner channel, what matters when setting up a ...
11.26.2017 How to Develop and Deploy Top-tier Customer Surveys with Evan Klein (President, Satrix Solutions) In this episode, Allison Pickens (Chief Customer Officer, Gainsight)sits down with Evan Klein (Founder & President at Satrix Solutions) to discuss what customer organizations should watch for when setting up customer surveys, how to eliminate gaming and more.
11.20.2017 How to Create Advocates Through Personal Delight with Chris O'Neill (CEO, Evernote) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Chris O’Neill, Chief Executive Officer at Evernote to discuss how Evernote has been going above and beyond in delighting customers, how they’ve created a personal relationship between end-user ...
11.13.2017 How to Approach Charging for Customer Success with Dhaval Moogimane (Partner, WMG) In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Dhaval Moogimane (Partner at Waterstone Management Group) to discuss how you should approach charging for customer success, his take on customer success maturity and more.
11.08.2017 How to Create Exceptional Customer Experiences with Dayton Semerjian In this episode, Allison Pickens (Chief Customer Officer, Gainsight)sits down with Dayton Semerjian (GM, Global Customer Success, CA Technologies) to discuss how CA Technologies is driving exceptional outcomes through their CX2020 program, optimized NPS surveys and more
11.01.2017 Delivering Care-Driven Outcomes in Healthcare and Beyond with Lynn Nemiccolo In this episode, Allison Pickens (Chief Customer Officer, Gainsight)sits down with Lynn Nemiccolo (SVP of Customer Success, MCG Health) to discuss what Lynn looks for in outcome-driven CSMs, How MCG drives success based on end-user experiences and how to track ...
10.18.2017 Why Transparency is a Customer Success Imperative with Simon Tucker In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Simon Tucker (CCO, Anaplan) discuss his journey to the Chief Customer office, why transparency should be a guiding principle for every customer success organization and how to drive ...
10.04.2017 Successfully Conducting a Customer-Centric Company with Jennifer Tejada In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jennifer Tejada (CEO, PagerDuty) to discuss how she leads her customer-centric company like an orchestra, how to have effective meetings with customers and more.
09.28.2017 Why Customer Success Is Crucial For CX And Voice Of The Customer Initiatives In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Helen Yu (CCO, Sprinklr) to discuss what VoC programs are and why Customer Success is crucial in building them, how Customer Success plays into Customer Experience and the ...
09.20.2017 The Future of Support and Services with Leyla Seka In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Leyla Seka (EVP of AppExchange, Salesforce) to discuss Leyla's top lessons from her time at Desk.com, why Customer Success will continue to revolutionize the support function and how ...
09.07.2017 How Customer Success and Sales Should Work Together with Greg Stivers In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Greg Stivers ( Sr. Vice President of Sales, Avalara) to discuss how Customer Success drives revenue for public and private companies, why sales and customer success should be ...
08.30.2017 Why Customer Success Is an Inevitable Outcome for Every Business with Roger Lee In this episode, Allison Pickens (Chief Customer Officer, Gainsight)sits down with Roger Lee (General Partner, Battery Ventures) to discuss why Customer Success is the inevitable outcome for every business within the subscription economy, trends he sees across his portfolio and ...
08.23.2017 How to Accelerate your Customer Success Team's Time-to-value with Catherine Blackmore In this episode, Allison Pickens (Chief Customer Officer, Gainsight)sits down with Catherine Blackmore to discuss the key tactics she uses to accelerate her team's growth, gain executive buy-in, and deliver successful outcomes at scale.
08.16.2017 Why Customer Training is Essential for Customer Success with Rob Castaneda In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Rob Castaneda (CEO, ServiceRocket)to discuss the importance of customer training in customer success initiatives, why you need to implement a cross-functional training program and how cutting-edge technologies are ...
08.02.2017 How to Scale your Customer Success Operations Team with Andy Mowat In this episode, Allison Pickens (Chief Customer Officer, Gainsight)sits down with Andy Mowat (Head of Growth, Culture Amp)to discuss his experiences in scaling Customer Success operations, insights from challenges his team faced, and why growing your customer success operations team ...

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