Episode #89 Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive)
Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter.
Episode #88 Customer-Centric Operations at the Heart of Customer Delight ft. Jonathan Corbin (former Global VP of CS & Strategy HubSpot)
Building customer relationships is a foundational pillar of ensuring business success. Over time, as the company’s business grows, maintaining this initial touchpoint with each of the customers from a widespread pool of customers serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.
Episode #86 Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk)
Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to explore the challenges and strategies in articulating and delivering value to customers.
Episode #85 Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries)
Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills.
Episode #84 Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp)
Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.
Episode #83 Identifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu)
Carie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter.
Episode #82 Dissecting the Synergy Between Customer Success & Account Management ft. Zoe Marshall (Arbor)
Jon & Josh and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech, while sharing some light-hearted moments discussing British royalty trivia.
Episode #81: Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI)
Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout.
Episode #80: Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI)
Ryan Seams, Head of Customer Success at Assembly AI joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more.
Episode #79: Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend)
Szuyin Leow, VP of Customer Experience at Transcend joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development.
Episode #78: The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp)
Tired of answering the same customer queries over and over again? How about cloning yourself?
Episode #77: AI Automation for Scaled Customer Success ft. Bethany Stachenfeld (Sendspark)
Tired of answering the same customer queries over and over again? How about cloning yourself?
Episode #76: The Reality of Career Growth： Everyone Does CS ft. Ejieme Eromosele (Success In Black, Quiq)
As the GM, of EMEA at Quiq, Ejieme, our guest on this episode leads the growth and expansion, while also serving as the executive sponsor of the culture committee. She is also the founder of Success in Black, an award-winning platform to advance diversity, equity, and inclusion in customer success. She is also an active angel investor and advisor to various pre-seed and seed-stage companies across different sectors.
Episode #75: Will 2024 Mark the End of Generalist CSM Roles?
We are heading in 2024!
In this episode, our hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell debate whether there will be a decline in the role of the generalist Customer Success Manager (CSM) in 2024.
Episode #72: How All Roads Led a Gainsight AE to UpdateAI ft. Kristie Gaunt (UpdateAI)
Mickey is back! & Let’s welcome Kristie Gaunt to the UpdateAI Squad!
Kristie had been an AE at Gainsight for the past 2years.
Join Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to learn more about
Episode #74: Supercharge Revenue Growth By Automating Renewals ft. Mathew Cagney (Renewtrak)
Wouldn’t life become a breeze if renewals could be automated?
Well, Renewtrak does just that!
Mathew Cagney joins Kristi Faltorusso, Jon Johnson & Josh Schachter and they discuss
Episode #73: Embracing Customer Success Enablement ft. Eric Kingsbury (Founder, Retain Solutions)
The role of the customer success team evolves at each stage of the startup.
Eric Kingsbury, Founder of Retain Solutions, the go-to consultant in the Customer Success Enablement space joins Kristi Faltorusso, Jon Johnson & Mickey Powell to discuss the evolving landscape of customer success roles in various stages of company growth.
Episode #71: Are Leadership and Customer Success on the Same Side? ft. Tanya Earles
Our hosts, Josh Schachter, Kristi Faltorusso, & Jon Johnson, are joined by Tanya Earles, the SVP of customer success at Tebra. Tanya, who leads a team of 470 people across 16 functions, brings insights into the intriguing question: Are leadership and customer success truly on the same side?
Episode #70: From Being Insecure to Becoming Queen Bee of CS ft. Kristi Faltorusso (CCO, Client Success)
risti Faltorusso has made a lasting impact on the customer success community.
Join us as we delve into her modeling career, and how her upbringing shaped her for success. Kristi’s journey is inspiring and a testament to hard work and hustle.
Episode #69: WHY SHOULD WE HIRE YOU? ft. Jared Orr (Sharp Brand)
Laid Off?
What’s next?