Strikedeck Radio: Customer Success Live

Latest Episodes:

Ep 32 - Antoine Valentone, VP of Customer Success at Teamable Jul 12, 2018

Show notes

Antoine joins Kristen to chat about the future of Customer Success and factors shaping these developments, including shifts in the buying experience, an on-demand culture, and how Sales & CS will need to evolve to handle this, along with much more. Tune in to hear how CS will shape up by 2020!

Ep 31 - Damien Howley, VP of Client Success at Passport Jun 29, 2018

Show notes

Damien and Kristen share the perspective that CSMs should be able to elevate the conversation with customers to the executive level. This episode covers why that is so important, and how to change the conversation from a product focus to a business focus, a useful skill for everyone, but especially CSMs, to learn!

Ep 30 - Megan Dilley, Head of CS at Chewse Jun 12, 2018

Show notes

Megan Dilley, a customer success advocate who most recently served as the head of Customer Success at Chewse joins Kristen to discuss compensation for CS teams, including alternatives to variable comp, and how it all relates to human behavior.

Ep 29 - Shane Metcalf, Co-Founder & VP of Customer Success at 15Five May 18, 2018

Show notes

Shane Metcalf is the VP of Customer Success at 15Five, a company that has a fantastic product that helps keep employees engaged with managers, and provides a platform for performance management and communication. Kristen was a customer of theirs for years, and 15Five is now a customer of Kristen's business, The Success League! Shane and Kristen discuss how to engage CSMs and help them build their careers in the field of Customer Success.

Ep 28 - Joanel Bernardo, Director of Customer Success at Concord Worldwide May 04, 2018

Show notes

Joanel Bernardo, who recently transitioned to a new role at Concord Worldwide, joins Kristen to discuss how she managed customer expectations as the previous Global Manager of Customer Success, Service, and Delivery for Hortonworks. This is a foundational and very important topic, which will be explored in depth, including how to get other teams to buy in, how to train your team on this topic, and how to reset expectations if things have gone wrong.

Ep 27 - Maheen Memon, Director of CS at Nulogy Apr 20, 2018

Show notes

Maheen Memon is the Director of Customer Success at Nulogy, a supply chain aggregation platform based in Toronto, Canada. Maheen really grew up in Customer Success at Nulogy, and has been there for the past 5 years. She joins Kristen to talk about how you can drive revenue through Customer Success.

Ep 26 - Manoj Jonna, VP of Customer Success at YayPay Apr 06, 2018

Show notes

Manoj has been with YayPay since they were a very early stage startup, and has served in a variety of roles – including Sales, Partnerships, and Customer Success. As they have grown, he has focused his energy on the Customer Success function, and has seen some of the issues that are caused by customers who aren’t a great fit, and how to deal with them!

Ep 25 - Loni Spratt Brown, Head of CS at Entelo Mar 23, 2018

Show notes

Loni rejoins the podcast to cover how she's been able to configure Salesforce to fill the needs of her Customer Success team at Entelo. She's our first repeat guest on the podcast, so we're thrilled to welcome her back!

Ep 24 - Pallavi Gadepalli, Director of Customer Experience at Druva Mar 09, 2018

Show notes

Pallavi joins Kristen to chat about her previous role at Cisco, where she was the Customer Success Lead Product Manager for Cisco’s Next Gen Firewall solution. Join us to hear more about how to approach customer success in a complex, highly technical environment that includes an on-prem solution, which is not your typical SaaS Customer Success environment!

Ep 23 - Angie Im, Director of Customer Success at Lumiata Feb 22, 2018

Show notes

Angie Im is the Director of Customer Success at Lumiata, a company that employs AI-powered analytics to help organizations precisely identify & manage risk at the individual level. Angie has a background at the intersection of healthcare, data, and artificial intelligence, having come out of Carnegie Mellon University and the IBM Watson healthcare team. She joins Kristen to chat about how to apply Customer Success best practices to a Data as a Service company.

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