In some of our recent episodes we’ve focused on helping customers achieve business outcomes that are tied to KPIs and goals. Ari Hoffman, Success Fanatic for MindTouch, joins Kristen to talk about how to balance the focus on goals and outcomes with helping customers work with products and understand features in the day-to-day.
Vitor Lopes is a Customer Success professional based in Berlin, Germany. Vitor is formerly the Head of Customer Success for EMnify, and is currently advising early stage companies. He joins Kristen to talk about ways that you can tailor your CS program to the members of your team.
In this episode, Kristen talks to Anne Liiri, the Customer Success Director for Vainu. Vainu has offices around the globe, and Anne is based in Helsinki, Finland. Since Vainu is in the AI and data field, Anne explains how CS teams should look beyond the health score to other sets of data that can help them serve their customers more effectively.
Carey Wong, Director of Customer Success at LearnUp, shares the story of her career development, and how she went from being the first CSM at her company, to leading the entire CS operation. Anyone, even non-CSMs can learn from her journey!
Kristen Hayer, CEO & Founder of The Success League, chats with Jack Phillips, VP of Customer Success, and Victorina McAdam, Head of Implementation, at PresenceLearning about how they structure their onboarding, and optimize their implementation. They discuss the challenges in a seasonal vertical like education, and why that changes how CS operates.
Kristen Hayer, Founder and CEO of The Success League, hosts a discussion with Kim Oslob, VP of Customer Success at Whisbi, on how to structure the first 6 months of leading a new CS team. See Kim's original blog post that inspired this podcast here: http://strikedeck.com/10-steps-to-a-winning-cs-team/.