Have you grappled with the complexities of customer success programs, especially in a year fraught with industry shifts and layoffs? Join our host Kristen Hayer and our esteemed guest, Parul Bhandari, founder of South Asian Success, as we tackle the evolution of Customer Success and the imperative of retention focus in today's businesses. They disc…

Ever wondered what's in a job title? Jeff Heckler, a seasoned Customer Success guru, joins the podcast to unravel the significance of titles in the CS world and how they impact both personal and organizational dynamics. As we traverse Jeff's journey from business intelligence to leading the charge in customer engagement, you'll learn how titles suc…

Unlock the secrets to revolutionizing your Customer Success journey with Ryan Ballein, a trailblazer in the CS arena. You'll hear invaluable insights from Ryan's transition from sales to leadership and his expert strategies for building a robust CS function from the ground up. Kristen and Ryan's conversation focuses on implementing digital-first cu…

Unlock the secrets of customer value with Lakshmi Neelakantan from SAP, as we delve into the world of Platform as a Service (PaaS). Lakshmi has an extensive background in computer science and offers valuable insights, from leveraging the SAP Business Technology Platform to accelerating the journey of value realization for customers. Listen as we di…

Ever wondered what it takes to leap from being an individual contributor to a leader? Jump in as we pique your curiosity and unravel this mystery with Sumitra Narayanan, a seasoned professional at Braze who leads a CS scale team. Sumitra generously shares her experiences, discussing her path from a humble contributor to becoming a key leader in her…

Ready to revolutionize your customer success strategies? Join me, Kristen Hayer, founder and CEO of The Success League, as we decode how to achieve this by harnessing the power of Total Search. Buckle up for an engaging discussion with Prasanna Dhungel, co-founder and managing partner of GrowByData. We’re breaking down how marketing tools like Tota…

Join us as we sit down with Duta Sadeep, a veteran in the world of customer success, as he unveils hidden facets of this critical aspect of an organization. Duta shares how he stepped into this influential role and paints a vivid picture of why the true significance of customer success often gets overlooked. He also introduces us to the broader met…

Ever felt the pressure of leadership, the gnawing stress, and the looming threat of burnout? You're not alone. I, alongside my special guest, Ryan Johansen - founder of HumanLeadership.io and mentor to leaders at Amazon and HubSpot - discuss the pitfalls and pressures leaders often face. From his personal journey shifting careers from pharmaceutica…

On this episode of Innovations in Leadership, Kristen interviews Swati Garg, Founder & CEO of Melo Associates. They discuss the process of hiring and how to determine whether to hire from within your staff or if you should seek external candidates. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

On this episode of Innovations in Leadership, Kristen interviews Amber Monroe, Head of Enterprise Strategy at Paradigm Senior Services. Amber shares how her teams used surveys and interviews to help strengthen their customer success team. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

On this episode of Innovations in Leadership, Kristen interviews Todd Schiller, Co-founder & CEO, PixieBrix. They discuss the growth of AI tools and how it can help your Customer Success team. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

On this episode of Innovations in Leadership, Kristen interviews Michael Bojanski, Director of Customer Operations & Support at Learn to Win. They discuss helpful tools for creating a strong CS experience. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!By Kristen Hayer

On this episode of Innovations in Leadership, Kristen interviews Nik Mijic, Founder and CEO of Matik. They discuss the ins and outs of building value for your customers with a strong CS experience. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

On this episode of Innovations in Leadership, Kristen interviews Steve Cornwell, CEO at Northpass. They discuss the best ways to integrate education into your Customer Success program. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!By Kristen Hayer

On this episode of Innovations in Leadership, Kristen interviews Taylor Kniffin, Director of New Market Readiness at Engaged MD. They discuss the strategies Taylor used to build and grow a CS team that had the bandwidth and skills to really assist their clientele. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Nick Mehta , CEO at Gainsight, about Motivating and Engaging Your Team During an Economic Downturn. Don't forget to subscribe to stay up-to-date on Custom…

Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Kerri Wienbeck , CS Ops leader at Calyx, about why might you choose to build a digital CS program. Don't forget to subscribe to stay up-to-date on Custome…

On this episode of Innovations in Leadership, we have the return of Lauren Costella, Chief Customer Office - Dental Intelligence, to discuss the art of implementing a self-serve style on boarding experience for customers. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

On this episode of Innovations in Leadership, Kristen interviews Parul Bhandari, Director of Customer Success at Aclaimant. They discuss how the field of CS can grow and mature. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!By Kristen Hayer

By Kristen Hayer

On this episode of Innovations in Leadership, Kristen interviews Mike Baggley, VP of Customer Experience at Igloo. They focus on how to grow and build a strong CS team. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!By Kristen Hayer

On this episode of Innovations in Leadership, Kristen interviews Phillipp Wolf, founder of Custify. The focus of the conversation today is making sure that customer service department is an integral part in the economic growth and success of a business. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Morgan Redwine , Manager, Customer Success Strategy & Operations at Dealerware, about why might you choose to build a digital CS program. Don't forget to …

On this episode of Innovations in Leadership, Kristen interviews Chitra Madhwacharyula, Customer and Partner Success Executive at HPE. The focus of the conversation today is building a CS Center of Excellence. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

On this episode of Innovations in Leadership, Kristen interviews Ziv Peled, Chief Customer Officer at AppsFlyer. The focus of the conversation today is building and maintaining strong relationships in the field of Customer Success. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

Kristen and Russell review a Harvard Business Review article titled, "Managing Up When Leadership Is Stuck in the Weeds", by Ian Gross and Samir Ranavat. This article explores ideas for how to keep an eye on the big picture when management gets lost in the details. We're excited to announce the start of our next book! The book is “The Customer Educ…

On this episode of Innovations in Leadership, Kristen interviews Claire O'Regan, Director of Customer Success at Juro. Claire is the winner of the Customer Success Excellence award for CS Leader of the Year and she has some amazing experience building a CS team from scratch Tune in to hear her thoughts on the process. Don't forget to subscribe to s…

On this episode of Innovations in Leadership Kristen interviews Yair Bortinger, who is Head of Customer Success Operations at ControlUp. Yair shares his journey in the world of Customer Success, strategies for taking on a large workload with a small team, how to build a digital engagement plan and more. Don't forget to subscribe to stay up-to-date …

Kristen and Russell review a Harvard Business Review article titled, "Leadership In a Politically Charged Age", by Nour Kteily and Eli J. Finkel. We live in very divisive times and more and more, people are bringing their political beliefs with them to the workplace. This article discusses some ways that managers can approach this issue to help bui…

On this episode of Innovations in Leadership Kristen interviews Harini Gokul, who is Head of Customer Success at Amazon Web Services. Harini shares her insight on how to be strategic about your Customer Success journey, building your CS team, and implementing best practices. Don't forget to subscribe to stay up-to-date with Innovations in Leadershi…

On this episode of Innovations in Leadership Kristen interviews Ejieme Eromosele, who is VP of Customer Success and Account Management at Quiq, and the founder of Success in Black. Their discussion is on the impact of the pandemic over the past several years on work and management, covering topics like changes that have come up with remote work, wa…

On this episode of Innovations in Leadership Kristen interviews Kalina Bryant, Founder of UnapologeTECH. Their discussion is focused on supporting gender and racial equality in the field of Customer Success and how you can make a difference. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

On this episode of Innovations in Leadership Kristen interviews Brian Hartley, Sr. Director, Customer Success at RFPIO. Their discussion is focused on the career paths of Customer Success professionals and how leaders can help their team stay on track. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

Kristen and Russell review an HBR article titled “What You’re Getting Wrong About Customer Journeys”, by Ahir Gopaldas and Anton Siebert. This article focuses on a customer journey framework created by the authors called the Customer Journey Matrix. We'll be taking a break from books for a bit and reviewing magazine articles. If you have any sugges…

On this episode of Innovations in Leadership Kristen interviews Dana Alvarenga, VP of Customer Experience at SlapFive. They'll talk about the pros and cons of being a one-person team and what it takes to provide excellent Customer Success! Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

On this episode of Innovations in Leadership Kristen interviews Lauren Costella, VP of Customer Success at Goodtime.io. They'll talk how to set effective customer expectations and more. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!By Kristen Hayer

Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Michael Reynolds, the Customer Operations Manager at HealthJoy. Don't forget to subscribe to stay up-to-date on Customer Success best practices!…

On this episode of Innovations in Leadership Kristen interviews Evan Rich, the VP of Operations & Global Services at NS1. They'll talk about how to scale a customer success program, AI integration and Evan's work with companies like paceapp.com. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

On this episode of Innovations in Leadership Kristen interviews Mike Baggley, the VP of Customer Experience for Igloo. They'll talk about his first 90 days as a leader at Igloo and why this time is so important in the path to becoming a successful manager. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!…

On this episode of Innovations in Leadership Kristen interviews Bill Cushard, head of Partner Success at DragonBoat.io. The topic today is Outcome-focused Partner Success. What makes Partner Success different from Customer Success and how can it help your business? Join in and find out! Don't forget to subscribe to stay up-to-date with Innovations …

On this episode of Innovations in Leadership Kristen interviews Maranda Dziekonski, CCO of Swiftly, and they’re going to talk about how to build strong leaders within your team. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!By Kristen Hayer

Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Chris Bohle, the Director of Value Consulting and Strategy for Gainsight. Don't forget to subscribe to stay up-to-date on Customer Success best practices!…

Kristen and Russell review The Effective Hiring Manager by Mark Horstman. This is the second book by Mark that we've reviewed on RFS and it's a great one! This episode is full of insight, so check it out! We'll be taking a break from books for a bit and reviewing magazine articles. If you have any suggestions for books to be featured on RFS, please…

On this episode of Innovations in Leadership Kristen interviews Marco Carrubba, who is a Customer Success Director and has worked for Vodafone, VMWare and Microsoft. He was named a Top 100 Customer Success Strategist in 2021. Marco and Kristen will talk about how to cultivate and maintain a Growth Mindset in the customer success field. Don't forget…

Today, Russell reviews an article from Harvard Business Review called “Where do Salespeople Fit in the Digital World?” by Andris A. Zoltners, PK Sinha, Sally E. Lorimer, and Ty Curry. Our next episode will be reviewing The Effective Hiring Manager by Mark Horstman. We loved his last book, The Effective Manager, and can't wait to talk about the new …

On this episode of Innovations in Leadership Kristen interviews Ari Hoffman, the Global Director of Customer Advocacy at Crowdvocate, and they're going to talk about the history and future of customer marketing, and how customer marketing and customer success can team up to create advocates. Don't forget to subscribe to stay up-to-date with Innovat…

On this episode of Innovations in Leadership Kristen interviews Alex Farmer, the Vice President of Customer Success for Cognite, and we’re going to talk about how to leverage community in high touch programs. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Jean Nairon, VP Global Services Operations, UiPath. Don't forget to subscribe to stay up-to-date on Customer Success best practices!…

On this episode of Innovations in Leadership Kristen interviews Rachel Provan, the Director of Customer Success for Doodle. They talk about career paths, specifically the path from CSM to Director of CS. Don't forget to subscribe to keep up to date with more great Customer Success stories.By Kristen Hayer

On this episode of Innovations in Leadership Kristen interviews Chris Hicken, the Co-Founder and CEO at 'nuffsaid. They’re going to talk about how you can lead your company's growth through Customer data. Don't forget to subscribe to stay up-to-date with Innovations in Leadership!