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The Customer Success Podcast

54 Episodes

23 minutes | Oct 28, 2020
Learning from Churn and how CSMs can become better investigative journalists
Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Losing customers to churn is painful, we can’t deny that, but it is key for businesses to make the most out of these situations and learn from their customers’ experiences in order to evolve and better serve others. In today’s episode, we’re joined by Natasha Narayan, CEO and Co-Founder of IcebergIQ, to chat about the hidden value inside businesses and customers’ worst nightmare: churns. When customers decide to leave, it’s for good, and CSM professionals must learn to properly handle these situations. Listen to this episode to learn how to extract the best feedback from your customers for your own improvement, and how to prevent a future churn with the adequate interview in the first place. In this industry, it all comes down to your communication and listening skills, if you want to work on them even further, this episode is definitely for you. Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts. This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com, send us an email at info@studiopodsf.com or contact us through our social media channels as @studiopodsf. StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses.
34 minutes | Jan 17, 2020
Why Win/Loss Analysis is Essential for Customer Success with Natasha Narayan (CEO, IcebergIQ)
In this episode, Ruben Rabago(Chief Strategist, Gainsight) sits down with Natasha Narayan(CEO, IcebergIQ) to examine and discuss why Win/Loss Analysis is essential for customer success-driven organizations, why she co-founded IcebergIQ, and more.
37 minutes | Dec 7, 2019
Onboarding Employees? Start with Customer Success. Featuring Jo Massie( VP OF CS, Slido)
In this episode, Ruben Rabago(Chief Strategist, Gainsight) sits down with Jo Massie(VP of Customer Success, Slido) to discuss how Customer Success is at the center of every employee's onboarding, managing global teams, and more.
39 minutes | Nov 18, 2019
Driving Systematic Success with Peter Armaly (Sr. Director, CS Business Advisory Services, Oracle)
In this episode, Allison Pickens (COO, Gainsight) sits down with Peter Armaly (Senior Director of Customer Success Business Advisory Services, Oracle) to discuss how Oracle is using advisory services both externally and internally to drive success, how his team approaches CS organization, and more.
28 minutes | Nov 11, 2019
The Power of Language in Customer Relationships with Yamini Rangan (CCO, Dropbox)
In this episode, Allison Pickens(COO, Gainsight) sits down with Yamini Rangan (CCO, Dropbox) to discuss why the terms are so important within the customer relationship, how to breakdown silos between teams, and more.
41 minutes | Oct 22, 2019
How Oracle Leads their Customer Success team with Catherine Blackmore (GVP of CS, Oracle)
In this episode, Ruben Rabago (Chief Strategist, Pulse Programs) sits down with Catherine Blackmore (Global Vice President of Customer Success, Oracle) to discuss how Oracle's customer success team operates, how to incentivize your customer success team, and what Oracle is doing to increase diversity within their recruiting pipeline.
34 minutes | Oct 15, 2019
Accountability-driven Success with Stefanie Caldwell (NarrativeScience) & Matt Davis (AlphaHQ)
In this episode, Brian Brannon (Marketing Program Manager, Gainsight)sits down with Stefanie Caldwell (VP of CS, NarrativeScience) and Matt Davis (Head of Revenue, AlphaHQ) to discuss why accountability is crucial for success, the importance of discovery for a CSM, and more.
31 minutes | Oct 1, 2019
How To Create A Diverse Customer Success Team With Carine Roman
In this episode, Allison Pickens (COO, Gainsight) sits down with Carine Roman (Global Head of Customer Success, Linkedin Talent Solutions) to discuss how to create a diverse customer success team, why the process is important in gathering a diverse recruiting pipeline, and more.
28 minutes | Sep 23, 2019
Trends in Customer Success Team Culture with David Sakamoto (VP of Customer Success, GitLabs)
In this episode, Allison Pickens (COO, Gainsight) sits down with David Sakamoto (VP of Customer Success at GitLabs) to discuss a recent study he completed on cultural trends within CSM teams, what it means for the industry, and how to develop a leading CS culture.
31 minutes | Sep 23, 2019
How KeepTruckin Manages their CS program while adding a thousand customers a week with John Gleeson
In this episode, Allison Pickens (COO, Gainsight) sits down with John Gleeson (Head of Customer Success - Upmarket, KeepTruckin) to discuss how KeepTruckin has managed to effectively scale their customer success team while adding a thousand customers a week, and more.
33 minutes | Sep 9, 2019
Efficiency and Effectiveness of the Customer Success Manager with Peter Armaly
In this episode, Allison Pickens (COO, Gainsight) sits down with Peter Armaly (Senior Director of Customer Success Business Advisory Services, Oracle) to discuss his experience in helping to build Oracle's customer success team, how CSMs can become more efficient, and how to drive effectiveness through process.
37 minutes | Apr 8, 2019
What the Board Expects in a Customer Success Team with Kristina Shen (Partner, Bessemer)
In this episode, Allison Pickens (COO, Gainsight) sits down with Kristina Shen (Partner, Bessemer Venture Partners) to discuss what she's learned about the most successful customer success teams as a board member, what type of performance indicators the board expects from a customer success team, and more.
29 minutes | Mar 31, 2019
How IBM Leads With Customer Success
In this episode, Courtney Hauser (Senior Global Customer Outcomes Manager, Gainsight) sits down with IBM's Executive Customer Success team including David Sawatzky (Vice President, SaaS & Customer Success, Cognitive Solutions at IBM), Beth Ann Vaughn (Vice President, Worldwide Sales Leader, IBM), and Sanders Slavens (VP - Customer Success, Professional Services and Product Support, IBM)to discuss how IBM is leading with Customer Success, how they manage their customer success teams, and more. David, Sanders and Beth Ann's views are their own and don't necessarily represent IBM's positions, strategies or opinions.
42 minutes | Mar 22, 2019
Unboxing The Role of Chief Customer Officer with Jon Herstein (CCO, Box)
In this episode, Allison Pickens (COO, Gainsight) sits down with Jon Herstein (Chief Customer Officer, Box) to discuss his rise from Head of Customer Success to Chief Customer Officer, how Box approaches customer success, presenting customer success metrics to the board, and more.
22 minutes | Feb 22, 2019
How to Create an Effective Journey Map for Your Customers with Jane Bossert (CSM, IBM)
In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Jane Bossert (CSM, IBM) to discuss how her team is streamlining time-to-value by creating data-backed journey maps, enabling customers with self-assisting content, and more.
23 minutes | Jan 28, 2019
How Smartsheet Closes the Gap Between Product and Customer Success with Lada Gorlenko
In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Lada Gorlenko (Director of Experience Research, Smartsheet) to discuss how Smartsheet is developing new programs to help product teams and customer success teams work closer than ever.
21 minutes | Jan 16, 2019
Enabling Your Customers To Achieve Their Desired Outcomes with Jessica Bobbitt
In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Jessica Bobbitt(Senior Program Manager, Customer Success at Blackbaud) to discuss how Blackbaud is developing cutting edge content programs to help enable their customers to achieve their desired outcomes.
32 minutes | Jan 9, 2019
How to Prevent Burnout as a Customer Success Manager with Rachel Jennings (CSM, Domo)
In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Rachel Jennings (Customer Success Manager, Domo) to discuss her journey as a customer success manager, how to prevent burn out as a CSM, when to tell you customers "no", and more.
25 minutes | Dec 30, 2018
How to Use Product Coaches to Increase Outcome Realization with Corey Pudhorodsky
In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Corey Pudhorodsky (Director, Customer Success, Khoros) to discuss how Khoros is using Product Coaches to learn side-by-side with their customers, lower time-to-improvement with product teams, and more.
25 minutes | Dec 29, 2018
The One Thing Every Board Member Thinks About with Skip Glass
In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight)sits down with investor Skip Glass (Managing Director, Union Square Advisors) to discuss why he believes customer success is the key for companies looking to produce next-generation revenue growth, what he looks for when advising companies on customer-centricity, and more. Disclaimer: All views expressed by Skip Glass are his own and should not be taken as investment advice.
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