This is Growth!

The lines between Marketing and Customer Success blur when we start scaling the CS team.

Many of the skills and tools needed to help drive and understand customer engagement and communication at scale are traditionally owned by marketing. But that doesn't mean marketing should own the Digital CS strategy.

To help us unpack this topic I am joined by Jeff Breunsbach⁠, a leader that lives in the intersection of Marketing, CS and Community.

In this episode, we delve into the transformative power of leveraging content and community to drive customer success to new heights.

Jeff shares his wealth of experience and expertise, offering invaluable insights on how to effectively expand customer success initiatives while maintaining a personal touch. Discover the key strategies, tools, and techniques that have propelled Jeff's community Gain, Grow, Retain and learn how you can apply them to your own organization.

Whether you're a seasoned CS professional or just starting your journey, this episode is packed with actionable advice that will empower you to build thriving customer success teams in today's dynamic business landscape.

Tune in now and unlock the secrets to scalable growth and exceptional customer experiences!

Music: Workday by Scott Dugdale

"The only constant is change."

Get ready for a mind-shifting episode with senior Customer Success leader and Change Management expert, Margaret Harrison.

As CS professionals we operate at the intersection of the vision our customers have for their organisations and their current reality. And we do that while navigating the waves of change inside our organisations.

But change is not easy. In fact, change can be exhausting.

In this episode, we discuss the psychology of change and why it can be so difficult to navigate it. We dive into simple and effective approaches to driving transformative change for your team and customers alike. And we leave you with 3 proven tactics to achieve successful change outcomes.

Don't miss this captivating opportunity to ignite change and create a lasting impact in your organisation.

Resources:

Book - Switch

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Jan Young is a Customer Success Consultant at The Success League and an advisor to some of the most beloved CS brands and communities like Catalyst, Gain Grow Retain and CS Insider.

A leader in Customer Success for over 13 years, Jan is a great person to help us answer the question "What does it take to be a great Customer Success Leader?". By blending the purpose of CS leadership with agile methodologies, business acumen and emotional intelligence, she brings a powerful and fresh perspective to the discussion of the role of a CS leader.

We covered a multitude of topics: the power of storytelling, why you should have a pragmatic customer journey and the importance of creating a roadmap for your CS organisation.

You will leave this session inspired to approach your every day as a CS leader differently.

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For the first episode of this season, I am joined by Marija Skobe Pilley. For some, Marija needs no introduction, she is a pillar of the CS community. But, if you are hearing your name for the first time, make sure to check her out on LinkedIn. She is the Director of Customer Success at Click up and the founder of Women in Customer Success. She hosts an incredible podcast interviewing the amazing women in CS and also runs a great mentoring programme called Power Up, where established success women including myself, mentor the next generation of CS professionals.

Marija has built an incredible career in CS and we dive a little into her story during our conversation. But the meat of the podcast is really on how to scale basic CS approaches, Marija shares with us how she is helping Clickup scale its success function and has a lot of insights on what it takes to build CS from scratch.

We cover tips on how to scale effectively, what roles are most important, building communities and more.

You will leave this session with a ton of golden nuggets that you can apply immediately to your teams.

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Welcome to season 2 of the This is Growth Podcast!

In Season 1 we got to know 9 people that built successful careers in Customer Success. For Season 2 we are shifting gears.

The goal of season 2 is to help Customer Success leaders unlock the next level of performance of their Customer Success organisation.

I want to help you go from Customer Success to Efficient Customer Success and then reach the holy grail of a truly Scaled CS organisation.

These will be a series of conversations with the experts, the people who have been there and done that. Each episode will be packed with tips, honest discussions, and best practices that will take your team to the next level.

And we want to help you do that while focusing on the most important aspect of CS: delivering customer outcomes.

Get the latest podcast in your inbox by signing up for the This is Growth! newsletter at https://www.daphnelopes.com/

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In this episode of the podcast, we are joined by Padraic McMahon Senior Manager of Customer Success at Hubspot and former guitarist/bassist in the platinum-selling band The Thrills, to answer 4 listeners' career dilemmas:

Padraic and Daphne discuss each dilemma, share personal experiences and offer advice on how to get unstuck if you are experiencing any of these situations.

If any of these questions resonate, you will love this episode.

Grab your headphones and find some headspace because this episode is packed with practical stuff you can start implementing today.

Music: Workday by Scott Dugdale

When life throws us a punch, it hurts. There are no two ways about it. But it also presents us with an opportunity to get off the hamster wheel, pause, and reflect.

It gives us space to explore interests, and relaunch with intentionality.

Shane Stenson, Team Lead and Principal Customer Success Manager at HubSpot, shows us that a growth mindset is not just about climbing the career ladder, but a way to approach life.

In this episode, we talk about the roadblocks and hiccups in our careers, and about landing on our feet.

Shane shares stories about being part of a company that was acquired, feeling burned out and taking a career break, going for roles that didn’t feel right, failing interviews and the amazing feeling of knowing what your next step is.

In his own words, “A lot of people think ‘I’ve worked so hard over the last 6 months to get into the particular role that I am in, I’ve grown so much’. But there is equally as much to be learned from scenarios where it didn’t work out in the way you would have hoped. It’s that old cliche, you learn more from the losses.”

In midst of layoffs and uncertainty, this is a great episode to ground us.

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Forget the corporate ladder, let’s talk about entrepreneurship.

Brian Mackey, Co-Founder of the technology agency Baskey, is living proof that you can pursue your ambition to work for yourself, even if you don’t have a safety net.

In this episode, we explore how he went from busking in the streets of Dublin to support himself during college, to landing roles in Support and Customer Success and more recently, becoming his own boss.

We get an insight into how business ideas come about and how to pursue an opportunity you are passionate about.

In his own words, “Take risks that will help you grow, that will expose you to new things. You are going to make mistakes and learn from them. But make sure your risks are calculated, don’t rush into anything.”

I feel like we only scratched the surface of this conversation with Brian.

Grab your notebook and your pen, and let’s get inspired!

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It’s easier to excel when we do the things we are passionate about.

For the final episode of the year, I interviewed Phil McHugh, Senior Director of Customer Success at Hubspot, a.k.a my boss.

From the outside Phil’s career looks like a supersonic rocket, starting out as an Account Manager and going straight up to the moon. But through this chat, we are reminded that no success story is devoid of challenges.

On the path from computer science drop-out to advertising and then technology, Phil reflects on the importance of knowing what you don’t want, how he discovered a passion for advertising, moving to the U.S., saying “yes” to a weird proposition and more. Phil is a storyteller, you won’t want this one to end.

In his own words, “Never be afraid of saying yes to something. We need to make big and bold decisions to continue growing.”

Tune in, buckle up and get ready for a journey!

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You are the CEO of your life. So why aren’t you managing your career as a business?

Maggie Bomze, Senior Manager of Customer Success at Hubspot, started her professional journey by breaking the job-hunting mould and tweeting the CEO of an agency she admired and later convincing them to create a role for her.

In this episode, we discuss how to best market and sell yourself, and talk through strategies to help you frame your career as a series of investments you make into your future self.

In her own words, “At the end of the day, the competition with myself is all that matters. The game is always changing, the rules may or may not be fair, and situationally there might be other things going on. I march to the beat of my own drum, I care about what I am doing, what I can control. And I find that the results just follow.”

Maggie is unlike any other guest. She is in a league of her own.

Tune in and soak up her passion!

Music: Workday by Scott Dugdale