On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with  Jay Nathan, EVP, and CCO at Higher Logic about how to manage churn in turbulent times. Times are tough at the moment. Inflation, mixed with mass layoffs, and not to the closure of Silicon Valley Bank has led to […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Julie Reader, Customer Success Coach at Dooly about landing your first CS role without any SaaS experience.  Julie Raeder is a Customer Success Coach at Dooly who likes winning and working on teams to help people smash their goals. Outside […]

With the recession looming, there are many things a CS leader has to consider in order to ensure that the customer success department is still thriving. With so many layoffs happening in Tech it is equally as important to ensure that your customer success department is proving value rather than being a cost center. For […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Prashanth Jothi, Customer Success Manager at HubSpot about how to drive customer outcomes based on customer maturity. The life of a Customer Success Manager (CSM) is never a dull one. Everyday you meet fascinating people, change how businesses operate […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about what metrics are important and how to report them correctly. Gemma Cipriani-Espineira is an award-winning software executive, building and leads global customer teams with a focus on driving retention, […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Claire O’Regan, Director of Customer Success at Juro about how to drive time to value (TTV) for customers in only 14 days. Claire is passionate about founding and building customer success (CS) teams at high-growth tech companies. She has […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Markus Rentsch, CEO at Remark-able about how to grow customer success while focusing on customer outcomes. Markus Rentsch is the CEO of Remark-able, a consulting company helping SaaS companies to turn churn into profitable growth. He is passionate about […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Irit Eizips, Chief Customer Officer & CEO at CSM Practice about how to close a renewal with an upsell. Irit Eizips is a world-renowned expert in customer retention and upsells strategies. She has been shaping Customer Success methodologies and […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success. Pat’s been involved in SaaS before SaaS was a ‘thing’. Over the past 20+ years, he’s worked his way from being a CSM to CCO and has held […]

Scaling Customer Success is never something that comes easily nor can it be planned, but what is scaling customers success? In my opinion, Customer Success is not a destination but a Journey. Many organizations will hire a Customer Success leader or CSMs and check the tick box and say, ” We have customer success, ” […]