Podcasts

Deanna Sotolongo, Senior Implementation Manager at Catalyst, joins us on the podcast to provide us with a deep dive into the nuances of customer implementation, shedding light on Catalyst's unique approach and sharing invaluable insights that every SaaS company can benefit from....

Businesses can harness the power of community to scale operations, including your customer success function. Catalyst’s very own Scale CSM, Wes Gibson, talks us through the significance of communities in relation to customer success scale programs....

In this episode of the CS School podcast, we’re joined by Amy Oilman, RVP of Customer Success at RingCentral. Amy has extensive experience building and scaling customer success teams from the ground up and lets us into the secrets of involved in creating them....

What’s around the corner? That’s the question on the tip of every proactive CSM’s tongue. But this proactivity and forward thinking goes beyond that. CSMs should be considering how customer success might change. After all, customer success is anything but static....

We’ve heard of customer-led growth, where you focus on the customer’s needs and experience. But a human-first approach? For Danielle Martin, Senior Customer Success Manager at TryHackMe, striving to be human-first is imperative if you have any sincere interest in customer success....

Aspiring toward customer-led growth doesn’t have to be a pipe dream. You can start applying customer-led strategies right now. But how? In this episode of CS School, customer success leader, Dutta Satadip, joins us on the podcast to discuss how Customer Success Managers can be customer-centric....

Along with moving house, job applications have got to be up there in some of the most stressful processes you’ll undertake in life. Rather than go into the whole saga unprepared, why not find out how you should be going about the odyssey of interview prep?...

There’s a lot of noise out there (we’re looking at you, LinkedIn… 👀) about “leveling up” and “climbing that career ladder.” But how do you actually do that? How can you genuinely start making a difference and put into practice some game-changing skills to advance your career?...

What happens when your customer's subscription comes to an end? You want to continue that amazing relationship with the customer. This led us to ask, “How should you navigate the renewal process?”...

When you’re wanting to scale your customer success function, it can be a nightmare knowing where to focus your attention. Am I mapping the customer journey properly? Do I have enough resources to successfully meet my clients’ needs? My clients are becoming more complex – how do I best serve them?...

Value encompasses the monetary, material, or assessed worth of an asset, good, or service, while also being intricately linked to an array of concepts like stakeholder value and market value. It's one of those terms in business where there's no way of escaping it....

There’s a lot of ambiguity around the customer health score metric, namely when should you implement it in your business. Here to dispel any misconceptions about the customer health score is Patti Zack, Chief Customer Officer at FiscalNote, who's joined us on the CS School podcast....

Let's face it: the wonderful world of B2B is filled with a lot of technical terms, and the customer success field isn't immune. Even though words like "empathy" and "accessibility" appear simple, everything isn’t quite what it seems. It’s time for a second look....

Can outcomes-based thinking really revolutionize your customer success strategy? “Outcomes” hasn't quite become a buzzword, but it certainly is thrown around a lot in the customer success community....

In this episode of CS School, we sat down with Melanie Moshi, Customer Success Manager at Gatekeeper, to discuss the key elements of creating a well-oiled customer success plan....