Strikedeck Radio: Customer Success Live

Latest Episodes:

Ep 22 - Michael Fulvio, Director of CS at SeamlessDocs Feb 08, 2018

Show notes

Michael Fulvio, the Director of Customer Success for SeamlessDocs, joins Kristen to elaborate on how he got into Customer Success from Inside Sales, and his tips for working constructively with the Product team! Throughout his time at SeamlessDocs, he has built and maintained a positive relationship with the product team and even loops them in on customer calls! Tune in to hear how you can adopt these methods, processes, and more!

Ep 21 - Benjamin Timmons, Director of CS at Singular.net Jan 25, 2018

Show notes

Ben joins Kristen to discuss how his background in Customer Success, with a recent role at Optimizely, as well as in entrepreneurship, co-founding two companies helped him develop a very effective, but somewhat scrappy, approach to building a health score. Whether you are just getting started and considering how to adopt health scores in your own company, or you already have an advanced CS tool you’re using, there's plenty to pick up from Ben’s approach!

Ep 20 - Jim Kalbach, Head of Customer Success at MURAL Jan 10, 2018

Show notes

Jim Kalbach, the Head of Customer Success at MURAL, and the author of Mapping Experiences, a book about how visual diagrams and blueprints can help companies optimize their customer experience, joins Kristen to discuss how MURAL maps their customer journey. Jim also shares his advice for companies that want to adopt visual approaches for their processes and customer experiences! There's lots to adopt from this one!

Ep 19 - Evan Addams, National Sales and Partnership Lead at NoWait(Yelp) Nov 21, 2017

Show notes

Evan joins Kristen to discuss how he grew from joining NoWait as an early hire, all the way through leading Sales, and eventually experiencing an acquisition by Yelp. This is great one if you want to hear how you can expand your influence at a startup and take on more responsibility, craft your own best practices, and understand how an acquisition changes things (You decide if it's for the better!)

Ep 18 - Cam Williams, Head of CS at Healthify Nov 21, 2017

Show notes

Cam joins Kristen to share how incorporating discovery into Healthify's new customer onboarding process was transformational for their clients! Tune in for a detailed breakdown of their onboarding procedure, and how they've customized it based on what they've learned from experience.

Ep 17 - Michael Connery, Director of Customer Success at BetterCloud Nov 03, 2017

Show notes

Michael, who has a long history in both Support and Customer Success, shares how Success and Support can team up to provide an amazing experience to customers.

Ep 16 - Boaz Maor, VP of Customer Success at OpenGov Oct 18, 2017

Show notes

Boaz joins Kristen to discuss the ins and outs of customer marketing, and how to implement it from the Customer Success department. The first step? - Becoming besties with your CMO! Tune in for more prescient on the future of this partnership, and how to nurture this relationship in your own company.

Ep 15 - Matt Edwards, VP of Customer Success At Alation Sep 28, 2017

Show notes

Matt joins Kristen to talk about everything he's learned about building high-performing teams in Customer Success, including his criteria for determining high-performance, how to generate passion in employees, and win friends & influence people. Tune in for great personal stories, and tips & tricks to get you on the right path to success!

Ep 14 - Thomas Enochs, VP of Customer Success at Heptio Sep 14, 2017

Show notes

Thomas Enochs, VP of CS at Heptio at joins Kristen to discuss how his company decided to start with a Customer Success team instead of a Sales team! Tune in for the practical and philosophical reasoning behind the decision, and the practical implementation cornerstones, as well as an in-depth look into how Heptio operates around CS.

Ep 13 - David Verhaag, VP of Client Experience at Degreed Aug 31, 2017

Show notes

David joins us at the Workshop Cafe in San Francisco to chat about how Customer Success can benefit from working with Sales, and shares a tactical action plan to get things moving in a positive direction. Tune in for a great discussion including whether CSMs should be responsible for selling! Spoiler Alert - David says 'no' and Kristen says 'yes'!

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