Strikedeck Radio: Customer Success Live

Latest Episodes:

Ep 52 - Evan Rich, Director of Customer Success at NS1 Apr 18, 2019

Show notes

Kristen worked with Evan Rich, the Director of Customer Success at NS1, as he built out their first health scoring system. This episode covers that process, what it took to build, how that reporting helped his team, and what he would recommend to other leaders looking to do the same.

Ep 51 - Courteney McDonnell, Director of Customer Success at Measurabl Apr 04, 2019

Show notes

Courteney joins Kristen to talk about data-driven Customer Success programs. They get into the details of how to shift from an emotional, reactive program to a data-driven, proactive customer journey, and much more!

Ep 50 - John Laino, VP of Customer Success at ServiceTitan Mar 21, 2019

Show notes

John Laino, the Vice President of Customer Success from ServiceTitan joins Kristen to talk about a very cool initiative he kicked off on his team called ALIGN, which is all about optimizing customer outcomes to go beyond product adoption.

Ep 49 - Tim McDonough, Director of Client Success at Finalsite Mar 07, 2019

Show notes

Tim is the Director of Client Success at Finalsite; Finalsite is a company that produces top-notch websites for schools and school districts around the world. Tim joins Kristen to discuss how important it is for Customer Success leaders to serve as the public relations team for Customer Success within their own companies, and how to do it successfully.

Ep 48 - Shaun VanWeelden, Senior Manager - Success Engineering Feb 21, 2019

Show notes

Shaun join Kristen on the podcast to talk about an interesting role that is surfacing on a lot of success teams – the success engineer. Shaun VanWeelden is the Senior Manager of Success Engineering at Engagio. He started at the company back in 2016 as a success engineer, and has grown his role and the team. He’s going to share his journey and ideas on this episode.

Ep 47 - Bill Cushard, Director of Marketing at ServiceRocket Feb 07, 2019

Show notes

Bill is the author of The Art of Agile Marketing. He joins Kristen to talk about customer education, and shares some practical approaches to building out a client training program.

Ep 46 - Mike Sasaki, Director of Customer Success at Mitek Systems Jan 25, 2019

Show notes

Mike Sasaki, the Director of Customer Success for Mitek Systems, joins Kristen to talk about what to do, and bravely, what not to do in your first year as a Customer Success leader.

Ep 45 - Chad Horenfeldt, VP of Customer Success at Updater Jan 10, 2019

Show notes

Kristen is joined again by Chad Horenfeldt, the VP of Customer Success for Updater. In this episode, they talk about ways that you can accelerate your career in Customer Success.

Ep 44 - Arjun Devgan, VP of Global Customer Success at Percolate Dec 27, 2018

Show notes

Kristen is joined by Arjun Devgan, the VP of Global Customer Success & Services at Percolate in San Francisco. Arjun is passionate about product adoption, how change management is a critical aspect of adoption, and what Customer Success professionals can do to facilitate change.

Ep 43 - Lindsey Kapsa, Director of CS at Schoology Dec 13, 2018

Show notes

In this episode, Kristen chats with Lindsay Kapsa, the Director of Customer Success for Schoology. They talk about the journey Schoology went through as they added Customer Success to their company.

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