The Jasons take on...

Welcome back to another episode of The Jasons Take On, where we explore key topics shaping the world of Customer Success, growth, and leadership.

Today, we’re tackling an incredibly timely topic: How coaching helps build resilience in the workplace. In today’s fast-paced, ever-evolving environment, resilience is a crucial factor in both personal and professional success.

Whether you’re navigating customer churn, market volatility, or internal challenges, having the resilience to adapt and overcome is key.

We’re thrilled to be joined today by Summie Yeung, a coach who specializes in helping multicultural professionals align their career paths with their identities, without feeling like outsiders or cultural clichés. Before becoming a coach, Summie had an impressive career in tech consulting and advisory services. She held high-end roles as a business analyst and product manager, and she was on my team at Creator, where she consistently demonstrated her knack for leadership and problem-solving. Now, through her 1:1 and group coaching programs, she’s empowering clients to embrace their unique backgrounds while excelling in their professional lives.

You can learn more about her work at summieyeung.com.

 In this episode of The Jasons Take On, we are exploring a transformative concept that’s reshaping how companies drive sustainable growth: "Customer Led Growth."

This approach emphasizes putting the customer at the heart of your growth strategy, focusing on maximizing customer lifetime value and turning satisfied customers into your most powerful advocates.

Joining us today is a true pioneer in the Customer Success space, Edward Chiu, the co-CEO of Totango + Catalyst. Edward's journey in Customer Success began with building the customer success organization from scratch at DigitalOcean. He later co-founded Catalyst, where he spearheaded the creation of the customer growth platform category. Now, as the co-CEO of Totango + Catalyst, Edward is at the forefront of helping businesses protect and grow revenue by ensuring that customers experience recurring value throughout their entire post-sale lifecycle. We’re thrilled to have him on the show to share his insights on Customer Led Growth.

Join this episode of The Jasons Take On.. where we are joined by Casey Trujillo and Todd Kirk, co-hosts of the "SaaS Therapy" podcast.

In this episode, we talk about building commercially confident teams.

SaaS Therapy Podcast

Check out the SaaS Therapy Podacast Here: https://www.brainstorminc.com/saastherapy

About Our Guests:

Casey Trujillo:

Casey applies over 20 years of technology experience to help organizations and individual users change the way they work with technology.

In his work with the Fortune 100, Casey is consistently on the road delivering workshops each year to help executive teams see that technology can help speed up their biggest initiatives.

As a change management practitioner, Casey brings a unique approach to solve a problem hitting every organization: the cost of unused software. 

When he has down time you can see him trying to achieve his goal to dunk a basketball, run a 5-minute mile and prove to his sons that his glory days are ahead of him and not behind him!

Todd Kirk:

Todd has over a decade of experience supporting enterprise customers in adopting new technologies.

He started as a project manager, coordinating professional services. Later, he became an advisor and coach training senior leaders in large corporations.

Todd’s team developed the first scaled technology adoption solution of its kind. His expertise includes Content Strategy, Customer Onboarding, Product Management, Video Production, Webinars, Live In-Person Training, and Strategic Partnerships.

Todd, originally from Southeast Texas, now lives in Pleasant Grove, UT, where he continues to explore insights into organizational software success and failure. 

In this insightful episode, co-hosts Jason Noble and Jason Whitehead are joined by customer success veteran Dan Gianfreda to delve into the transformation from reactive to proactive customer success. Dan shares his wealth of experience working across sales, marketing, customer success, and operations to set better customer expectations, gain commitment to success, and build strong relationships with customer executives.

Discover the critical importance of involving not just the software executive sponsor but also getting the CFO and CEO on board to see the value in the software investment. This approach is key to securing continued funding for renewals and expansions. Tune in for actionable strategies and expert advice to elevate your customer success game.

ABOUT DAN GIANFREDA:

Dan Gianfreda is the Chief Revenue Officer for DeepStream Technologies, a scale-up e-sourcing solution provider. With 11 years of experience in B2B SaaS, predominantly in procurement tech, Dan has held several key roles including Sales and Marketing Director, Senior Director of Customer Success, and Chief Customer Officer. He also owns a SaaS consultancy, Batteries Included, focused on customer success optimization and go-to-market strategies. Dan is dedicated to aligning sales, marketing, and operations to create a seamless customer journey and drive significant business outcomes. His passion for building lasting relationships with customer executives ensures organizations see the full value of their software investments.

Contact Dan at: http://www.batteriesincluded.biz

In this episode of The Jasons Take On... we are joined by Dave Jackson, where Dave shares his thoughts and insights into the challenges with customer success today and some of the changes that need to happen and why. This is a really exciting episode discussing some of the big issues in the industry today.

ABOUT DAVE JACKSON

Dave Jackson is the CEO and founder of TheCustomer.Co helping companies improve their financial performance through customer focus. He was the founder and CEO of Clicktools before that. Dave’s an accomplished author and his book “Customer Led Growth” is all about helping CEOs and leaders build successful B2B SaaS companies. David is a recognised expert in customer focused organisations and was named as a Global Top 25 Customer Success Influencer in 2020. David works with B2B SaaS CEOs, executive teams and investors to deliver profitable growth through customer focus.

CONNECT WITH DAVE

LinkedIn: https://www.linkedin.com/in/davidjacksonuk

The Customer.Co: https://thecustomer.co

FREE EBOOK ON PRODUCT-LED CUSTOMER SUCCESS

Download Dave's insightful ebook on Product-Led Customer Success: https://thecustomer.co/2018/07/17/product-led-cs-ebook/

In this episode of The Jasons Take On... we are joined by Vicky Kennedy, where Vicky talks to us about the future of customer education and her own journey into creating her company Echtus, a startup on a mission to revolutionize the way companies use education to achieve meaningful business results and disrupt the tradition legacy customer education space. And some of the challenges with customer education today and it’s evolution over the last 20 years.

ABOUT VICKY KENNEDY

Vicky Kennedy joined NYC’s tech industry in 2012, pivoting from a ten-year career in higher education. She soon found her way into Meta, where she merged her love of education with the fierceness and agility of tech, followed by Amazon, where she led the strategy and execution of the first global advertiser certification. She recently founded Echtus, a startup on a mission to revolutionize the way companies use education to achieve meaningful business results. 

CONNECT WITH VICKY

LinkedIn: https://www.linkedin.com/in/vickykennedy/

Echtus: https://www.echtus.com

In this episode of The Jasons Take On... we are joined by Jennifer Chiange. She shares her experience and insights into how product development teams and customer success can better align.

ABOUT JENNIFER CHIANG

Jennifer Chiang is the Author of the Amazon Bestseller, The Startup's Guide to Customer Success and Product Manager at Seso. Previously, she has founded and led customer success teams at multiple startups. She is a leader who is passionate about helping companies - particularly startups - unlock the true potential of customer success through analytics, empowerment, and a truly customer-centric mindset. During her free time, she enjoys exploring the great outdoors, solving sudoku puzzles, and trying to develop a green thumb.

CONTACT JENNIFER  https://www.guidetocustomersuccess.com/ 

https://www.linkedin.com/in/jennifer-chiang

Today we are joined by our guest Rohan Tailor and discussing the customer success talent market today. We cover what's happening in the industry, what's happening with roles, new positions.

ABOUT ROHAN TAILOR

Rohan's principal consultant to ABR talent where he focused on on customer success, sales, and marketing roles.

CONTACT ROHAN

LI: https://www.linkedin.com/in/rohan-tailor/

Work: http://www.abrtalent.co.uk

In this episode of The Jasons Take On... weexcited to welcome back the one and only Alex Farmer. In this episode, we talk all about customer success excellence.

ABOUT ALEX FARMER

Alex is a Customer Success executive with experience building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. He’s the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession, with the first event planned in London later this year.

CONTACT ALEX:

LinkedIn: https://www.linkedin.com/in/alexanderfarmer/

Customer success excellence: https://www.customersuccessexcellence.com/

Join us when we speak with Jay Nathan. Jay’s the CCO for Higher Logic and one of the co-founders of Gain Grow Retain.

In this episode, Jay is going to talk to us his recent blog post and newsletter on long term value and growth.

About Jay Nathan 

Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes. He founded Customer Imperative, a company focused on helping B2B SaaS retain customers, grow revenue and scale customer success which he sold to Higher Logic and then in 2020 co-founded Gain Grow Retain, a community for customer success leaders.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

 https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net