Adil Saleh chats with Daniel Goldfeld, VP of Customer Success at Cnvrg.io, a platform built by data scientists for data scientists to streamline the machine learning process, so they can focus less on grunt work and more on the real magic – algorithms.

The conversation starts with how Daniel transitioned from a career in engineering and finally settled in the customer success world.

He also gave us insights into how Cnvrg provides value to its customers by simplifying ML Ops with one click and making AI more accessible.

He further shared how he manages and empowers his team by conducting daily and weekly meetings to understand their strengths and weaknesses and fit them into the right teams.

Lastly, Daniel talks about the growth plans and target market of Cnvrg and how they aspire to grow the data scientist world by getting as many data scientists on the platform as they can.

In this episode, our host Adil Saleh chats with Jeremy Donaldson, Customer Success Leader at Totango, a Composable Customer Success Platform that provides teams with the flexibility, speed, and agility to create and deliver optimal customer outcomes.

The conversation revolves around the processes incorporated at Totango and how various dedicated teams work together to ensure customer success. Jeremy discusses how Totango integrates with all the tools that businesses use to securely connect all their customer data for a single, unified view of their customers. He also covers the tools that are being used by different teams at Totango.

While discussing the culture of Totango, he touched on how vital it is to have a good relationship with both the product and the people, as well as to be the change agent when necessary.

To conclude the episode, Jeremy talked about Totango's goal of becoming $100 million in sales in three years and how he believes that their customer-centric approach would help them achieve this goal.

In this episode, we are joined by Eran Aloni CCO at Gong.io, a revenue intelligence platform that enables high-performing teams to unlock insights from conversations to improve their deal win rates, size, and employee onboarding, Gong is currently trusted by teams such as LinkedIn, Hubspot, Slack, and Zillow, is currently the largest sales intelligence platform in the space having valued around 7.25B with 120M in revenue.

We started off with how Eran set forward his vision with Gong back in the early days and how they have transformed into a really big and successful company during his presence, today they have impacted millions of people with their product.

He also touched that it's very important for early-stage companies to figure out what value means to their customers, and keep on measuring the indicators to build the best product, every customer can perceive value from your product differently, that’s why you need to invest in data since day 1.

Eran also mentioned how Gong is the system of truth for all of their teams, their own product keeps their teams on top of customer journeys and data, which enables them to shape the solution in the best ways possible.

More discussion points like:

- How Gong builds companywide cultural DNA

- How to leverage data, third-party sources, external signals

- Operating Principles at Gong

So tune in and listen to Eran talk about his journey at Gong and what the future holds!

In this episode with Mary Poppen - CCO at Involve.ai, a Customer Intelligence platform, we get to know how Involve.ai covers all areas of their customers' business whether it's revenue, communication or support. She shares how their team of tech geniuses gets integrated into their customer’s data sources to provide a personalised experience to each and every one of them and get them up and running. Here are some of the key areas of discussion that you don't want to miss:

- What Involve.ai needs from its customers to generate powerful insights

- What an average CSM sees every day when he logs into Involve.ai

- How Involve.ai uses its own platform

In this episode, Adil Saleh chats with Maranda Dziekoński, Chief Customer Officer at Swiftly, Inc. a big data SaaS platform helping cities with public transit. and a Podcast Host from There To Here.

Maranda shares her journey of how she ended up being one of the Top 25 Customer Success Influencers. The conversation revolves around Maranda’s process and CS teams at Swiftly. The podcast uncovers Maranda’s perspective on CS operations in general.

The podcast starts with a discussion around Swiftly as an organization and Maranda’s experience in building Customer Success teams for diverse start-ups.

Moving forward, Maranda shares what kind of tools and resources CSMs at Swiftly leverage to manage the influx of transport and databases in the busy cities while managing millions of data points.

Swiftly has a standalone team for Onboarding and implementation. Besides that, the role of the Customer Success team is to focus on ROI and share progress with key stakeholders. Moreover, they have peeled off Renewals and tech support and have added the last layer of CS ops Umbrella. The final layer is to help manage it and help CSMs operate strategically.

She further shared, that CSM to account ratio is an art, not science, for Swiftly’s Customer Success team as customers are Segmented at Swiftly based on revenue and account complexity. Moreover, another angle to Customer Segmentation at Swiftly is the region-wise segmentation plan which has impacted significantly.

The Customer Success department at Swiftly leverages data analytics to make efficient decisions. They leverage resources and tools, including GainSight, Segment, Intercom, and Google data studio. CSMs leverage various metrics at Swiftly to measure and track their health score.

As the conversation progresses, we learned how working with government entities differs and how insignificant external signals or data sources can become while achieving customer success goals.

Maranda shared some powerful nuggets on how Swiftly is taking steps to make data-driven public transit an easy to execute the job in various cities and expanding its operations worldwide.

In this episode, our host Adil Saleh chats with Asim Mohammad, former VP of Customer Success at StreamsSets Inc., about his unique experience of being an informal advisor for StreamSets Inc. due to its unique deployment— an on-prem software deployed as a software solution. He shares how to map the customer journeys and build standardised playbooks once you have customer data. According to Asim’s experience with StreamSets Inc., skipping to post-sales and adoption is not a scalable solution. It is of primary importance to establish a proper journey. Doing so will aid in the identification of opportunities to upsell and build relationships with customers.

Moreover, the significance of communication during the production stage is vital. Making Customer Success a company-wide mantra is important because CS departments can not operate in silos. Furthermore, he extended upon the great value of mapping customer journeys and the use of customised playbooks. When asked whether the CS team should focus on communication, usage data, or both? Asim broke down the narrative into the following: a) achieving that product-market-fit b) the synergy between product-market-fit and use cases: identifying those gaps. These gaps are where communication and CS come into play. StreamSets Inc. uses various kinds of data to bridge this gap. Initially, as a series A startup, they used the Rinse-and-repeat strategy and avoided vertical niching. Asim recommended not going for vertical niching until you earn 20-50 million. Besides that, Product-market-fit can be thought of as a changing goal post and needs to be altered accordingly. The second half of the podcast focused on day-to-day operations at StreamSets Inc., building a tiered Customer Success department and 2x2matrix used for customer segmentation. The podcast concluded with the need for dedicated software for a mid-sized business and providing CS individuals with a streamlined framework.

In a deep conversion with Niclas, who recently exited Hive Streaming, a SaaS platform helping enterprise segment with video experiences, we talked about how Niclas set up the GTM frameworks and aligned it with customer success ops working initially as an Adviser, then VP of Customer Success and lastly the CCO. Discuss points that need your attention:

Customer Led marketing and story building on annual reviews.

RPS, relationship perception score powered with data.

Customer Segmentation lands smartly with smart tasks

CFTs to work together in critical scenarios.

Enterprise accounts at Hive

In conversation with Bradley Liou, Head of Customer Success at the Acquire App, who accidentally started his Customer Success journey and never settled. As per his proven and actionable knowledge, Bradley expressed what he believes makes Customer Success teams successful and product scalable. A product that provides value to the customer is integral;

a) a product roadmap,

b) well-integrated processes,

c) people that make the process, and

d) the right technologies to be incorporated and measured. All these are in place to achieve the goal of frictionless onboarding and value realization.

A CS team must be well-integrated and must not work in silos to achieve these goals. Also, it is the need of the hour to transform our Customer Success operations and not wait until it’s indispensable to have a dedicated Customer Success team. Bradley also shared his experience building CS teams and playbooks. He also talked about his attempts to have suitable tools, pitch-perfect segmentation, and mistakes he made along the way. Then there was a discussion about the progress of the Acquire App, the technologies incorporated by Bradley for the Acquire App, and steps he has taken to make the app Scalable. As the conversation progressed, the discussion revolved around Bradley’s journey as a lone CS warrior, his tools, decision-making process, segmentation, general approach toward CS ops, and challenges in engagement. The podcast concluded with how according to his experience efficient and actionable data benefits the product teams.

Today we had the pleasure to talk with Stephanie Roulic - Head of Customer success & support at Goldcast, a SaaS platform helping enterprise businesses with event marketing.

We came to know that Stephanie’s team is working hands-on with customers acting a high-touch operation by helping them with onboarding, integration, and event setup. We absolutely loved the amount of time they are investing to receive their customers in the most efficient manner.

Serving a fair number of enterprise customers, Goldcast is the go-to tool for event managers taking all their pain off the shoulder with the help of a highly trained success team.

One thing that caught our interest is the way they are following up with customers on different online forums for expansion opportunities and taking a charge of building deep relationships with customers, which ultimately leads back to more customer retention.