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Podcast by Strikedeck & Kristen Hayer
Join Kristen Hayer in conversation with Donna Weber, President and Customer Onboarding Leader at Springboard Solutions as we talk about her book, "Onboarding Matters" and share some of her approaches.Check out these links:New Book: https://www.donnaweber.com/bookOnboarding ≠ Implementation: https://www.donnaweber.com/post/onboarding-implementationT…
Join Kristen Hayer in conversation with Sherrod Patching, Head of Global Technical Account Managers at GitLab Inc. talks about TAMs: what they are, why a company might choose to have TAMs instead of or in addition to CSMs, and how Gitlab has approached their choice of TAMs.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 96, Heather Matthews, Communication & Service in Customer Success
22:50
22:50
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Kristen Hayer in conversation with Heather Matthews, Managing Director and Head of Core Platforms at Agio talks about the tactics she has used to instill strong communication skills across her team.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 95, Jim Kalbach, The Jobs to be Done Playbook
28:32
28:32
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28:32
Join Kristen Hayer in conversation with Jim Kalbach, Chief Evangelist for MURAL as he shares some great ideas on ways to optimize the customer experience.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 94, Max Klimmek, Building & Scaling a Global CS Team
41:19
41:19
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41:19
Join Kristen Hayer in conversation with Max Klimmek, Global Head of Customer Success at Intercom as we talk about his approach to building the Intercom CS program to where it is today.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 93, Andrew Rowlands, Developing CS in a Non-SaaS Environment
32:01
32:01
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32:01
Join Kristen Hayer in conversation with Andrew Rowlands, Customer Success Design Lead at Telstra as he shares his approach and some of the challenges he has faced as he has taken on the task of building customer success in an organization that isn’t Software as a Service.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 92, Meredith Blanchar, Focusing on Value in 2021
25:26
25:26
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25:26
Join Kristen Hayer in conversation with Meredith Blanchar, Senior VP of Customer Success and Support at SailPoint as she talks about how Covid-19 has created a shift in customer success toward a focus on value, and how she is refocusing her team at Sailpoint on customer value as they move into 2021.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 91, Carl Gold, Fighting Churn with Data
29:21
29:21
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29:21
Join Kristen Hayer in conversation with Carl Gold, Chief Data Scientist at Zuora as he gives insight on how to collect data on, measure and address churn the right way.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 90, Mel Bilge, Moving into CS Leadership Through Growth
48:11
48:11
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48:11
Join Kristen Hayer in conversation with Mel Bilge, Manager, Customer Success at LearnDot as she’ll be sharing her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 89, Dev Kurbur, Case Study on using the CRG Crisis Recovery Framework for CS
24:35
24:35
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24:35
Join Kristen Hayer in conversation with Dev Kurbur, SVP of Global Customer Success as they talk about how he has used the Crisis Recovery Growth or CRG framework to align his team around the COVID-19 crisis.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 88, Sunil Joseph, Professional Services or Customer Success?
47:07
47:07
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47:07
Join Kristen Hayer in conversation with Sunil Joseph, VP of Customer Success at Avanoo as we discuss how professional services are different from customer success, and how to make a shift from a professional services approach to a customer success approach if that is right for your company.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 87, Rachel Jugai, Over-processing Processes for CSMs
29:03
29:03
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29:03
Join Kristen Hayer in conversation Rachel Jugai, Customer Success Manager at Mitek Systems talks about how to avoid over-processing your customer experience, and about ways that you canleverage your customers success team’s strengths.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 86, Will Lopez, The Ideal Customer Profile & The Cost of Success
32:32
32:32
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32:32
Join Kristen Hayer in conversation with Will Lopez, VP of Customer Success atPhone2Action as they about the concept of creating an ideal customer profile, and how the cost of servicingcustomers ties into that idea.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 85, Boaz Maor, Building a CS team out of Support
38:37
38:37
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38:37
Join Kristen Hayer in conversation with Boaz Maor, Chief Customer Officer at talech as he talks about how he is converting a support team to a customer success team.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 84, Michelle Novak, Customer Business Reviews
29:10
29:10
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29:10
Join Kristen Hayer in conversation with Michelle Novak, Manager, Customer Success at Iterable as she shares some of the ways she has made Customer Business Reviews easier for her team and gotten their customers more involved in the whole process.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 83, Emilia D'Anzica, Leveraging Emotional Intelligence as a CS Leader
31:25
31:25
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31:25
Join Kristen Hayer in conversation with Emilia D'Anzica, Consultant, Customer Success at GrowthMolecules as she talks about emotional intelligence, why that is important as a leader in Customer Success, and how you can develop your emotional intelligence.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 82, Shari Srebnick, Building Account and Success Plans
49:45
49:45
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49:45
Join Kristen Hayer in conversation with Shari Srebnick, Head of Client Success US at Searchmetrics as she talks about how she worked with her team to build both an account plan template and a joint success plan.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 81, Keri Keeling, Managing Remote CSMs
40:40
40:40
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40:40
Join Kristen Hayer in conversation with Keri Keeling, Global Head, Customer Success Innovation and Intelligence at vmware as she shares her experience in management roles as a remote leader or with dispersed teams.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 80, Andrew Cutler, The Challenges to Adding CS to a Mature Organization
28:05
28:05
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28:05
Join Kristen Hayer in conversation with Andrew Cutler, V.P Strategy, Transformation and CS at Software AG as he shares his experience with putting CS in place in a mature organization, and one that has been focused on on-premise software.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 79, Kris Morrison, Customer Success in a Time of Crisis
38:58
38:58
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38:58
Join Kristen Hayer in conversation with Kris Morrison, VP of Customer Success at Interact Software and talk about how customer success can shift gears in a crisis.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 78, Chitra Madhwacharyula, Consulting Mindset in Customer Success
33:31
33:31
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33:31
Join Kristen Hayer in conversation with Chitra Madhwacharyula, VP of Global Customer Success & Services at Joveo to gain insight on how a consulting mindset can benefit a customer success professional.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 77, Gaines Murfee, Taking a Product Approach to Customer Success
44:23
44:23
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44:23
Join Kristen Hayer in conversation with Gaines Murfee, Product Manager at Chili Piper as he shares his approach to shifting to a 100% focus on customer success.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 76, Clayton Moulynox, Building a Global CS Team
46:05
46:05
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46:05
Join Kristen Hayer in conversation with Clayton Moulynox, Founder of MXGrowth as he shares his experience building customer success at Auth0 from when it was a startup with 20 employees, through the scaling process to land at a company of 600 employees.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 75, Chris Hicken, Creating Actionable Churn Categories
45:48
45:48
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45:48
Join Kristen Hayer in conversation with Chris Hicken, CEO of 'nuffsaid as he shares his approach to developing churn categories that are actionable and easy to implement.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 74, Maranda Dziekonski, Switching Industries & the Role of Domain Expertise
35:36
35:36
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35:36
Join Kristen Hayer in conversation with Maranda Dziekonski, the Vice President of Customer Success and People Operations at Swiftly as they talk about the ways to navigate shifting from one industry to another, and the role of domain expertise in learning a new industry.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 73, Cairo Amani, Promoting Your Career as a Woman in Customer Success
28:47
28:47
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28:47
Women's Month Special Podcast!Join Kristen Hayer in conversation with Cairo Amani, Customer Success Manager for Lane and the Co-founder of ThriveNetwork as they talk about how women can promote their careers in customer success. If you’re a guy, please don’t skip this episode. It’s important to the women in your life that you understand how you can…
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Strikedeck Radio: Customer Success Live
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Ep 72, Megan Caldwell, Identifying and Focusing on your Most Important Customers
25:40
25:40
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25:40
Join Kristen Hayer in conversation with Megan Caldwell, Head of CS at Elevate Security as they talk about how to identify your most important customers, and direct your focus toward them.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep. 71 McKayl Bergman, Scaling Your CS Program with NO Resources
26:31
26:31
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By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 70, Mike Sasaki & Marisa Carter, ABM and Customer Success: Driving Customer Revenue Growth
35:22
35:22
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35:22
By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 69, Jennifer Griffin, Shifting to a Proactive Approach to Customer Success
38:38
38:38
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By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 68, Mona Yoast, Building a High Performance CS Team
34:24
34:24
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By Strikedeck & Kristen Hayer
By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 66, Lauren Costella Podcast, Lessons from Sports for Customer Success
53:25
53:25
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53:25
Join Lauren Costella and Kristen Hayer as they talk about how lessons from sports have helped her approach to Customer Success.By Strikedeck & Kristen Hayer
Join Jason Whitman, VP of CS at JustWorks and Kristen Hayer as they talk about hiring the right people to create a team that both scales with the organization and delivers exceptional customer experiences.By Strikedeck & Kristen Hayer
Join Neelu Shaikh, VP of Customer Success at Tipalti and Kristen Hayer as they discuss tactics for scaling a CS team, and developing scalable team structures.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 63, Megan Macaluso, Onboarding – Tech Touch vs. Human Touch
43:35
43:35
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Megan Macaluso joins Kristen Hayer to talk about the importance of balancing automation with a human-driven onboarding program.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 62, Kristen Hayer & Bill Cushard, LIVE Podcast
38:58
38:58
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Join Kristen Hayer, the host of Strikedeck Radio & Bill Cushard, host of Helping Sells Radio as they team up for one night at Service Rocket, Palo Alto for a LIVE podcast!By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 61, Lynn Tsoflias, Creating a Digital CS Program
41:36
41:36
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41:36
Join Lynn Tsofias, a serial Customer Success leader, and Kristen Hayer, Founder & CEO of The Success League as they discuss tactics for building a digital or self-service customer success program.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Strikedeck Radio & Helping Sells Radio BONUS Episode!
3:12
3:12
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Join Kristen Hayer, the CEO & Founder of The Success League and Bill Cushard, Director of Marketing at Service Rocket as they give a preview about their LIVE podcast on the 25th of Sept, 2019!For more details and to sign up, click below:https://bit.ly/2kz2IB3By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 60, Ruicong Yan, Product Operations - Connecting CS & Product
26:20
26:20
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Ruicong Yan joins Kristen Hayer to talk about how Success teams can and should be involved with Product Development.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 59, Barry Kelly, Ingredients of a Successful Customer Education Program
44:14
44:14
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Barry Kelly, the CEO of Thought Industries joins Krister Hayer and talks about the various components of a successful customer education program.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 58, Karen Rhorer, KPIs and Insights for Customer Success
34:11
34:11
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Karen Rhorer, the Head of Customer Success and Sales Strategy at Atrium HQ joins Kristen Hayer, the host of Strikedeck Radio to talk about operations, metrics, analytics and KPIs for both CS and Sales. Palo Alto 2019 Customer Success Live Podcast Link: https://bit.ly/2OLySHKBy Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 57, Mark Freeman, Career Development in Customer Success
39:43
39:43
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In this podcast, Mark and Kristen talk about career development in Customer Success, his philosophy on career building as well as some of the specific tactics he has employed in his organization.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 56, Rona Yang, Getting Started in CS Operations
27:37
27:37
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Rona Yang will be sharing her Customer Success journey, as well as some of the approaches she took to building up the processes that have made the CS team at Dynamic Yield successful. Link to CS Live Podcast Meetup: https://bit.ly/2XWA66nBy Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 55 - Irene Lefton, Gender Diversity in Customer Success
39:05
39:05
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39:05
Irene Lefton, a customer success thought leader, joins Kristen to talk about a really important topic in our field – gender diversity in Customer Success.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 54 - Andreas Knoefel, CS Management Consultant & Inventor of CSPI
30:05
30:05
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30:05
Andreas, a seasoned customer success leader, fellow consultant and partner in the development of the Customer Success Performance Index, joins Kristen to discuss the CSPI - a publicly available tool that CS leaders can use to benchmark their performance on 8 dimensions.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 53 - Jim Johnson, Director of Customer Success at Corcentric
26:37
26:37
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26:37
Jim joins Kristen to share his interesting approach to creating an exceptional customer journey with a cross-functional team. He calls them Journey Teams! Jim goes over who is a part of them, how you form them, how to get buy-in for them, and much more!By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 52 - Evan Rich, Director of Customer Success at NS1
36:00
36:00
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36:00
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.By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 51 - Courteney McDonnell, Director of Customer Success at Measurabl
24:06
24:06
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24:06
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!By Strikedeck & Kristen Hayer
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Strikedeck Radio: Customer Success Live
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Ep 50 - John Laino, VP of Customer Success at ServiceTitan
29:15
29:15
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29:15
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.By Strikedeck & Kristen Hayer
