Text us your questions and thoughts!

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

In this podcast episode, Amy Downs, the founder and CEO of Customer Obsessing Consulting, talks about her journey from being a software engineer to becoming a customer success leader and the lessons she learned along the way. The episode delves deep into the principles of humble leadership, the importance of creating a safe space within organizations, and the need for a customer-centric approach in business.

Drawing inspiration from the principles of servant leadership, Amy emphasizes the role of humility in leading teams that are supportive and customer-focused. Her insights, inspired by Daring Greatly by Brené Brown, hold critical lessons for leaders seeking to foster an environment where employees feel valued, not inferior.

Amy is sharing her unique consultative approach to customer success, from journey mapping, segmentation strategy, and digitization to team culture. 

In this episode, you'll learn about: 

• Amy's career journey from software engineer to company CEO
• Humility and servant leadership as a catalyst for career growth 
• Embracing intuition as women's superpower 
• Empowering organizations to be customer-centric

Follow Amy Downs and Customer Obsessing Consulting!

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

In this episode, we sit down with Jennifer Roderick, an executive customer success leader. Jennifer takes us on a journey through her unique career path, from starting out as a teacher to becoming the executive director of a nonprofit for suicide prevention. She shares how her experiences in crisis management and social work have shaped her leadership style, emphasizing open communication and prioritizing the personal and professional growth of her team members.

Join us as Jennifer provides valuable insights and inspiration for anyone looking to thrive in the customer success field. Tune in and get ready to be motivated and empowered.

In this episode, you'll learn about: 

• Jennifer's unique career background in social work and crisis management 
• Leadership Strategies for Developing People
• Designing individual career and coaching plans 

Here are the key takeaways from our conversation:

1️⃣ Embrace your diverse background: Don't underestimate the value of your unique experiences. Jennifer's background in social work and crisis management has provided her with invaluable negotiation and problem-solving skills that helped her in customer success career.

2️⃣ Prioritize open communication: As a leader, it's important to foster an environment of open communication. Your team members should feel heard and supported, both professionally and personally. Encourage their personal growth and ensure that their career aspirations are nurtured.

3️⃣ Continual growth and fulfilment: While it's great to have talented team members, it's equally important to support their ongoing growth and development. Help them explore new opportunities, challenge them to think outside their comfort zones, and ensure they feel fulfilled in their roles.

Episode chapters:

• [00:03:10] Unexpected career path: teacher, counselling, suicide prevention leader to Customer Success
• [00:04:00] Nonprofit and social work shaped Jeniffer's leadership skills
• [00:10:38] Individualized coaching plan crucial for team success
• [00:20:21] Importance of customer management and preparation for conversations
• [00:21:46] Importance of value touch points with customers 

Follow Jennifer Roderick

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

In this insightful conversation, meet Shruti Sharma, Customer Success Advisor and Consultant. Shruti shares her journey to customer success, starting from her background as a product manager to becoming a sales engineer and ultimately pursuing a career in customer success. She discusses her passion for working directly with customers and the joy of making a direct impact on their growth. 

Whether you're a seasoned professional or just starting your career in customer success, this episode is packed with insights and practical advice on building your soft skills acumen - a crucial skill set anyone working with customers will ever need. So grab your favourite cup of coffee, get your trainers on and have a healthy walk with this conversation with Shruti Sharma on the Women in Customer Success Podcast.

Fun facts about Shruti:

📍 Shruti is based in Newton, Massachusetts
✈️ Her last travel was to Europe 🇬🇧 🇫🇷 🇪🇸
💃🏻 Shruti also teaches Bollywood dancing! 🔥

In this episode, you'll learn about:

💎 Shruti's career journey from product management into Customer Success and entrepreneurship 
💎 Career lessons
💎 Soft skills are crucial for business relationships
💎 Strategies for developing soft skills 
💎 Shruti's unique approach as an advisor and practitioner

Shruti's top soft skills every CSM should have:
 
🌟 Empathy
🌟 Communication
🌟 Time Management
🌟 Adaptability
🌟 Open-mindedness

Follow Shruti Sharma!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

Get ready to meet Nikki Clarke-Crossman, Global Head of Customer Success at Coherent. Nikki shares her experiences of leading teams in changing economic environments, as well as her interesting PhD research in Customer Success. In particular, she's exploring the ambidexterity between being customer-centric while also reaching the company's revenue goals and targets. 

Main takeaways:

• 1️⃣ Customer-focused vs Business growth-focused: If Customer success is all about being customer-focused, it's important to find the balance between driving company growth and facilitating customer needs.
• 2️⃣ The challenge of customer centricity in a SaaS organization: Can we truly be customer-centric when we have targets and revenue goals to meet? This ambidexterity within the CS role and organization itself is something that Nikki is diving deep into with her ongoing PhD research.
• 3️⃣ The Customer Success Skills for the Future: Customer success has evolved in recent years, emphasizing adoption, usage, operations, metrics, and digital success. In the future, technical proficiency and commercial acumen will be the essential skills for the job.

Episode chapters:

• [00:05:41] Can we truly be customer-centric in CS?
• [00:11:21] Customer success has evolved and now requires diverse skills, including business acumen and technical skills
• [00:13:49] Will CS teams still be relevant in non-business critical environments? 
• [00:23:51] Master the product, embrace challenges, and maintain rhythm.

Follow the guest: 

• Follow Niki!
• Check out the Customer Success Executive Circle!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

In this episode, we had the pleasure of speaking with Shanta Bodhan, a Director of Customer Experience at Talespin. She shares her insights on building resilience in times of change and adversity. 

Main takeaways:

1️⃣ Embrace a growth and capability mindset: Shanta highlights the importance of developing a growth mindset and continuously building new skills. By embracing challenges and seeking opportunities to learn and grow, you can navigate uncertain times with confidence and adaptability. Remember, you are capable of more than you think!

2️⃣ Consistent networking matters: Networking should be a consistent part of your professional journey. Starting small, like joining industry Slack groups or attending virtual meetups, can be a great way to build connections and learn from peers. Just 30 minutes a week can make a significant impact on your career. Remember, relationships are key!

3️⃣ Seek mentorship for growth: Mentoring is a valuable personal and professional development resource. Whether it's addressing impostor syndrome or honing specific skills, having a mentor can provide guidance and support. Forming mentoring relationships can also lead to valuable connections within the customer success community. Don't be afraid to reach out and ask!

4️⃣ Developing Soft Skills: Effective communication, active listening, or articulation, are instrumental in customer success roles. By investing in soft skills training, one can enhance confidence and resilience in navigating challenging situations.

In this episode, you'll learn about: 

• Consistent vs constant networking 
• Knowing your worth despite of economic environment 
• Look for continuous learning & leadership opportunities
• Be prepared, not paranoid

Follow Shanta!

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

In this episode, we're talking to the special guests, Dr Laura Elgeti and Dr. Katharina Prohl-Schwenke. They are Co-Founders of CustomerSuccess Academy, book authors and academic researchers. 

We explore the importance of collaboration between account executives, account management, and customer success in creating and achieving value for customers. From understanding the significance of individual value to exploring the blurred lines between customer success management and key account management, this episode will provide valuable insights for anyone interested in building strong customer relationships. 

Key research findings:

1. CSM is crucial not just in SaaS, but for all companies seeking long-term customer relationships
2. Customers value CSM efforts when they genuinely enhance their experience, leading to collective benefits like cost reduction and improved processes, as well as individual value for both customers and employees.
3. Effective CSM practices result in easier work-life experiences for customers.
4. Continuous monitoring through CSM activities positively influences purchase decisions, increasing customer retention rates for those receiving more focused efforts.

Join us as we dive into the fascinating realm of customer success management and uncover the strategies and frameworks that drive success in today's business landscape!

Check out:

• Customer Success Academy https://customersuccess-academy.com/
• CSM Wheel https://customersuccess-academy.com/#csm-wheel

Follow Laura & Katharina!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

In today's episode, we have the incredible Ashna Patel joining us to share her insights on the power of journaling and the importance of reflection in our busy lives. Ashna takes us on a journey through her high-five journal, guiding us through her process of manifestation and goal setting. With her passion for continuous learning, she discusses the significance of finding time for self-care and how it can lead to a better balance in both our personal and professional lives. 

𝗞𝗲𝘆 𝗧𝗮𝗸𝗲𝗮𝘄𝗮𝘆𝘀:

1. Journaling for Manifestation: Ashna shares her high-five journaling process, where she writes about her thoughts, and feelings, and sets five personal goals. The journal prompts her to jot down small steps she'll take to achieve these goals. A powerful tool for manifestation and self-reflection!

2. Learning and Continuous Improvement: Ashna's passion for learning shines through as she discusses her love for podcasts, books, and articles. She encourages listeners to embrace continuous learning and reflects on how new knowledge aligns with personal goals. 

3. Self-Care is Key: Balancing personal and professional life can be challenging, but Ashna reminds us of the importance of prioritizing self-care. Even 10 to 15 minutes of dedicated "me" time can make a significant difference. From journaling to avoiding morning distractions, she shares valuable tips for finding balance. 

Episode Chapters:

[00:06:33] Importance of reflecting on observed knowledge

[00:14:09] Burnout and guilt from constant activities

[00:17:05] Self-care is necessary for balancing life

[00:19:52] Be kind to yourself, focus on what you control

[00:27:48] Start and end the day without digital

[00:31:56] Journaling as a powerful manifestation tool

Follow Ashna!

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

In this episode, we welcome Delia Vishan - a pink-minded customer success coach and solopreneur.

Delia shares her inspiring journey and practical tools for success in the customer success field. Delia opens up about her passion for self-growth and personal development, which has played a significant role in her career in customer success.

Delia's love for teaching and writing shines through as she explains the joy she finds in helping others and sharing her experiences. She mentions the fulfilment she gets from seeing the impact her work has on both businesses and customers. With her innate ability to connect with people and create authentic relationships, Delia has truly found her professional home in customer success.

During the episode, Delia takes us through her career journey, starting from humble beginnings with part-time jobs to her current role in customer success. She emphasizes the importance of customer interaction and relationship building, which led her to naturally gravitate towards customer success.

One of the highlights of Delia's work is the impact she has on both the business she serves and the success of the customers. She shares the challenges of maintaining a balance between customer needs and business scalability, highlighting the joy she feels when customers are satisfied and see the value in the products and services provided.

Key Takeaways:

1. Self-development is essential in customer success as it allows individuals to continuously grow and make a positive impact on others
2. Balancing customer needs with business scalability is a challenge, but seeing customers happy and successful is incredibly rewarding
3. Delia's journey proves that following your passions and staying true to yourself can lead to a fulfilling and impactful career

Follow Delia!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

What are the strategies for building strong partnerships with sales teams and aligning on growth plans for accounts?

How to move away from the 'them versus us' mentality?

In this episode of Women in Customer Success, our host Marija is talking to Dannah Vaughan, Customer Success Executive Leader. 

Key takeaways:

1. Building Trust & Relationships - Trust is the foundation of every successful partnership. Getting to know your colleagues on a personal level, spending time together, and investing in in-person relationships can drive significant success
2. Partnering with Sales - In Customer Success, partnering effectively with Sales is crucial. By using RACI metrics, honesty and taking ownership of relevant actions, CSMs can influence account managers and executives, leading to revenue generation.
3. Mentoring for Success - Having mentors and being mentored is one of the keys to having a successful career in Customer Success. Mentors can provide a fresh perspective, and guidance and encourage personal growth. Dannah is also a mentor at the Women in Customer Success PowerUp.

Episode chapters:

• [00:02:40] From a Lawyer to a Success Advocate
• [00:09:13] Customer Success: Making an Impact
• [00:11:57] Tips for Building Crucial Partnerships Between Sales and Success 
• [00:19:06] Understanding Motivations for Different Team Members
• [00:22:50] Building Relationships is as Important as Growing Revenue
• [00:31:17] How to Reflect and Improve for Personal Growth

Follow Dannah Vaughan!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

In this episode, we talk to De'Edra Williams, Senior Executive Leader in Customer Success. 

De'Edra brings her high energy and expertise to discuss the changing landscape of the tech space, specifically focusing on Customer Success. 

While women make up a significant portion of customer success roles, they are still underrepresented in executive leadership positions. De'Edra shares her insights on how women in customer success can navigate this landscape and make a significant impact.

Key Takeaways:

1. Lead with revenue and data: When presenting to the C Suite, focus on revenue growth and data-driven insights to showcase the impact of Customer Success on the bottom line. 
2. Emphasize the power of data analysis: Identifying and distilling the right data is crucial for a strong customer relationship. Make data analysts your best friends to help you analyse relevant data and remove the noise that detracts from your goals. 
3. Own your role in revenue generation: As a customer success professional, it's not just about driving adoption or increasing customer satisfaction – it's about driving revenue. Always look out for opportunities within customer success to contribute to revenue growth

Episode chapters:

• [00:07:03] From a Consultant to a Customer Success Executive 
• [00:09:57] How to Focus on Revenue and Data for Success
• [00:13:31] Why are Women Uncomfortable with Sales but Want Revenue Growth
• [00:19:35] Customer Success Drives Revenue through Various Channels
• [00:22:25] Importance of Hiring a Data Analyst
• [00:27:58] Implement Monday Metrics, and Fabulous Fridays for Tracking Achievements
• [00:31:37] Fashion for Executive Presence 

Follow De'Edra Williams!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

• Website - womenincs.co/podcast
• LinkedIn - linkedin.com/company/womenincs
• Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

• Website - https://www.marijaskobepilley.com/
• LinkedIn - https://www.linkedin.com/in/mspilley/
• Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

• Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
• The Revenue CSM - https://womenincs.co/the-revenue-csm