In this episode of the Hyperengage Podcast, Taylor Kenerson, and Adil Saleh speak with Ajay Chidrawar about the evolution of customer success and the work he is doing as CCO at Fundraise Up. Chidrawar explains how the shift to SaaS has given more power to customers, making it crucial for businesses to consistently deliver high-quality products and services. He discusses the mission of Fundraise Up, which aims to streamline the donation process for non-profits and bring them into the modern era of AI-driven, data-driven e-commerce. Chidrawar also discusses the strategies employed at Fundraise Up, including offering a free solution for small NGOs, conducting regular account reviews, and increasing recurring donations. Overall, Chidrawar highlights the potential of technology to empower smaller NGOs and expects to see immediate results through the use of Fundraise Up's platform.

In this episode of the Hyperengage Podcast, our host Adil Saleh interviews Michael Louis, the co-founder of Cerebrium, a SaaS platform that makes machine learning more accessible for smaller businesses. They discuss the challenges of building a tech company and the unique opportunities in the financial technology sector in South Africa. They also delve into the go-to-market strategy for Cerebrium, their experience with customer retention and upselling, and the importance of customer success and organic search engine marketing. They also touch on scaling and team-building efforts at Cerebrium.

In this episode of the Hyperengage Podcast, Jiyun Hyo, the founder of Seon Health, discusses his entrepreneurial journey and his focus on mental health solutions for start-up founders. Hyo shares his experiences transitioning from soccer to consulting and entrepreneurship, and how his personal experience with depression led him to develop Seon Health. Seon Health is a mental health chatbot that specializes in improving the relationship between entrepreneurs and their key business partners. The conversation also touches on the challenges faced by start-ups and the importance of conviction and passion for entrepreneurs.

In this episode of the Hyperengage Podcast, our host Adil Saleh interviews Nathan Offner, co-founder of Outboundless, about his experiences in sales operations and the functions of his prospecting product and services. They discuss the journey of creating an effective outbound sales strategy, the importance of honesty in building a company, the criteria for finding an appropriate market fit, and the process of pivoting their product-based business to a more service-oriented model. Nathan also touches upon the importance of learning from past mistakes and adapting to the changing sales landscape.

In the latest episode of the Hyperengage Podcast, Adil Saleh interviews Akshay Dipali, the founder of Nasch.io. Nasch.io is a SaaS platform that helps organizations manage their culture and grow their team members. Dipali discusses his journey in the tech industry and explains how his own experiences with poor employee culture inspired him to create a platform that improves employee engagement and experience. The product combines AI and psychology to collect data from employees, analyze patterns, and suggest solutions in the form of small actions or nudges. Dipali also discusses the challenges his company faced in its initial months and their strategies for growth and positioning in the market. They have successfully acquired paying customers and are looking to raise more funds in their next round of investment. Additionally, Dipali shares that their platform extracts information from various software used by their customers for improved data analysis and security.

In this episode of the Hyperengage Podcast, Alper Yurder, co-founder of Flowla, discusses the company's mission to revolutionize email marketing and improve engagement intelligence. Flowla aims to enhance email engagement through intelligent workflows and touchpoints. The platform offers real insights and tracks buyer-seller interactions, providing transparency and collaboration for a more efficient sales process. Yurder explains the pain points of enterprise sales that Flowla addresses, including complexity, document sharing, and lengthy deals. They also discuss Flowla's unique approach to improving buyer experiences in the retail industry, underpinned by data analytics and intelligence. Yurder shares insights about the current target market, the potential of their product, and strategies for customer onboarding. They discuss recent developments in generative AI, the platform's focus on a buyer-based view, and its benefits for sales reps and leaders. Yurder also elaborates on Flowla's utilization of tools like Intercom for user interaction and outreach tools for expansion.

In this episode of the hyperengage podcast, Adil Saleh speaks with Ryan Born, CEO and co-founder of Cloud Campaign, about starting and scaling a social media management SaaS company focused on agencies. They discuss the competitive landscape when Cloud Campaign launched in 2017, how they differentiate by serving agencies, handling API restrictions from social platforms, and using generative AI for content. Ryan also shares insights on their growth, customer success, and key metrics for driving retention and expansion.

In this insightful discussion, Adil Saleh joins Kris, the CEO of Sendoso, a leading direct mail automation platform that plays a pivotal role in customer retention and employee recognition. Kris emphasizes the value of personal relationships saying "People buy from people. People renew from people" and suggests that "In the early days, it's almost more important to build these customer relationships because those are going to be your key market customers."

How do companies maintain impactful customer relationships and retain them in the long term? How does Sendoso integrate with Gainsight and other customer success tools to streamline the customer journey? What makes Sendoso a world-class software and global logistics company? Kris dives into these questions and more, sharing Sendoso's unique approach to customer education programs, community engagement, and personalized gifting strategies.

Furthermore, listen in as Kris reflects on the company's growth journey over the last seven years, expressing the view that "Sometimes you think that you're late or early, but you're just about time." He believes that mistakes are crucial to learning and developing a business, adding, "It's all about making sure you make mistakes and then learn not to repeat them, and you learn from other people's mistakes as well." Lastly, Adil and Kris also discuss Kris's work advising platforms, highlighting the platform Goldcast and the diverse team behind it. Don't miss out on this revealing conversation

In this enlightening episode of The Hyperengage Podcast, Adil Saleh interviews Ryanne Koch, a senior Customer Success Manager at the leading e-sign company PandaDoc. They delve deep into the integration of various tech systems to enhance the customer journey, and how these systems ultimately contribute to a seamless customer experience. As Ryanne says, “It's really important to have as much of a holistic view as possible. So we lean into our tech stack a lot to do that."

Watch this episode to get answers to questions like:

- How can businesses transition smoothly from account management to customer success?

- What does a standardized onboarding process at a SaaS company like PandaDoc look like?

- How does the integration of different systems contribute to a seamless customer experience?

- What are some effective strategies for maintaining performance during periods of rapid growth or change?

Ryanne also shares valuable insights about her daily responsibilities at PandaDoc, her journey from commercial to enterprise clients, and how core company values have influenced their operations. This episode is a goldmine of insights for tech enthusiasts, Customer Success Managers, and anyone interested in understanding the intricate dynamics of managing customer experience in tech systems and SaaS companies.

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This episode of the Hyperengage Podcast features Gil Allouche, the CEO of Metadata.io, a B2B marketing platform for digital marketers, product marketers, and performance marketing teams.

In this conversation, Gil discusses the journey of building Metadata.io from the ground up as a technical founder, defining the ideal customer profile, change management for adopting new martech, and key advice for SaaS entrepreneurs on leaning into action over perfection.

Here is what we cover in this episode: