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Strikedeck Radio: Customer Success Live

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Location:

Sunnyvale, CA

Genres:

Podcasts

Twitter:

@strikedeck

Language:

English

Contact:

408 568 1861


Episodes

Ep 39 - Andrea Spillman-Gajek, Senior VP of Operations and Customer Success, Captricity

10/18/2018
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In this episode, Kristen talks to Andrea Spillman-Gajek, the Senior Vice President of Operations and Customer Success for Captricity. Andrea was one of the founding members of the Captricity team, and built their Customer Success function and team from scratch. She talks about how she did that and some of the frameworks she used.

Duration:00:40:48

Ep 38 - Chad Horenfeldt, VP of Client Success at Updater

10/4/2018
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Kristen chats with Chad Horenfeldt, the Vice President of Client Success at Updater. In this episode, they talk about focusing on productivity and how Customer Success professionals can get more of it.

Duration:00:38:54

Ep 37 - Ari Hoffman, Success Fanatic at MindTouch

9/20/2018
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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.

Duration:00:54:02

Ep 6 - Mark Pecoraro, CS Executive - Part 2

3/9/2017
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Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like Finance, Customer Enablement/Professional Services, and Support, and trend and best practices to implement.

Duration:00:30:30

Ep 5 - Mark Pecoraro, CS Executive

2/10/2017
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Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like Sales, Marketing, and Product.

Duration:00:44:06

Ep 4 - Doug Whitmire, Director of Sales & Customer Success at CoStar Group

1/30/2017
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Doug leads a joint Sales & Customer Success initiative and explains how he makes it work. He discusses how he transitioned his team from a reactive "customer care" approach to a truly proactive Customer Success experience.

Duration:00:32:59

Ep 3 - Carey Wong, Director of CS at LearnUp

12/23/2016
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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!

Duration:00:40:56

Ep 2 - Jack Phillips & Victorina McAdam from PresenceLearning

12/6/2016
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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.

Duration:00:23:40

Ep 1 - Kim Oslob, VP of CS at Whisbi

11/16/2016
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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/.

Duration:00:23:28