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Emily Lockhart, VP of Customer Success at Percona, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the difference between product and customer advisory boards and their significance.

Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson on this episode of the CS & BS. Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset.

From navigating the complexities of executive engagement during customer onboarding to the evolving industry perspective on engaging with executives, this episode provides a deep dive into the critical aspects of customer success. Join us as we explore the importance of domain expertise, leadership’s role in fostering an authentic workplace, and the significance of understanding a company’s culture and core values

Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠.

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.

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.

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.

Carie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter.

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.

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

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.