Members-only Podcasts Climbing the customer success career ladder | Shawna Partin 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?...
Members-only Podcasts A practical guide to customer renewals | Mel English, Catalyst 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?”...
Members-only Podcasts Leveraging technology to scale customer success | Achraf Maouloudi 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?...
Members-only Podcasts Value-led customer success frameworks | Haig Kingston 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....
Members-only Podcasts Mastering the customer health score | Patti Zack 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....
Members-only Podcasts Busting the myths of empathy and accessibility | Niina Majaniemi, Microsoft 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....
Members-only Podcasts The power of outcomes-based thinking | Shane Ketterman 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....
Members-only Podcasts Developing a customer success plan | Melanie Moshi, Gatekeeper 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....
Members-only Podcasts Leading customer success teams | Richard Convery, Virtuoso In this episode, Richard shares his wealth of experience in developing winning strategies, building and motivating top-notch teams, and nurturing customer relationships that lead to business growth....
Members-only Podcasts Building customer success in a startup | Jenna Chau, Invelo Most companies face challenges when sculpting out a customer success function – let alone startups. So where should you start?...
Members-only Podcasts Customer success outside of SaaS | Mimi Fernandez, Beyond BookSmart For the most part, customer success tends to operate within tech companies that offer a subscription service, and for the most part, our audience will be familiar with B2B companies....
Members-only Podcasts Using customer data to build a proactive CS function | Josh Horsman, The Alliance For any Customer Success Manager, your customer's data is a treasure trove of behavioral insights. When implemented effectively, data can spearhead your CS function and set you up with the tools to proactively engage with your customer base....
Members-only Podcasts Realize your customer success transferrable skills with Ryan Noakes Transferrable skills have become a bit of a recruitment buzzword, but we promise it's for a good reason. Customer success is a multi-disciplinary field that requires a variety of skill sets....
Members-only Podcasts Exploring the fundamentals of customer onboarding | Brittany Yandura, Fieldguide Customer onboarding is an essential step in customer success, and it's a process that needs to be addressed properly. In the first-ever episode of CS School, host Grace Gupta is joined by accomplished onboarding specialist, Brittany Yandura....
Members-only Podcasts Fundamentals of establishing customer success in an organization Customer success forms a fundamental part of any organization - after all, when your customer isn’t happy, you’re leaving yourself susceptible to increased customer churn rates. So, how can you establish a customer success team that’ll ensure your customer retention rates remain sky-high?...