Best Jan Dziekonski Podcasts (2024)

1
A special episode: Big thanks to Anika, and a cheerful hello to Malin! 30:34

4M ago30:34

30:34

This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast. The exciting news is that we're welcoming our very own, Malin Skoglund, VP of Customer Success Americas, who will be stepping in as the new host. Listen to the full episode now and learn more about the future o…

1
Brandon Ramsey, Head of CS at OnsiteIQ - Customer success is not sales 37:50

5M ago37:50

37:50

In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales. Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure…

1
Sue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024 43:23

6M ago43:23

43:23

In this episode, our host Anika Zubair chats with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success. As we approach the end of the year, it's crucial to begin strategizing for customer success in 2024. Despite the hurdles we've encountered recently, we must now pave the way for a successful year ahead. So, what shou…

1
Maranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CS 36:12

7M ago36:12

36:12

In this episode, our host Anika Zubair chats with Maranda Dziekonski, Senior VP of Customer Success at Datasembly about the importance of viewing customer success as a revenue generator rather than a cost center. The field of customer success (CS) has been through a whirlwind of changes this year due to the global economy. As we near the end of 202…

1
Chris Regester, CCO at Planhat - Delivering customer outcomes with a value framework 41:28

8M ago41:28

41:28

In this episode, our host Anika Zubair chats with Chris Regester, Chief Customer Office at Planhat about how to deliver customer outcomes through a value framework. Achieving customer success is a long-term endeavor that demands ongoing dedication and collaboration with our clients. A solid foundation is provided by a company value framework, guidi…

1
Dan Ennis, Scale Team Manager at Monday.com - The art of scaling Customer Success 52:12

9M ago52:12

52:12

In this episode, our host Anika Zubair chats with Daniel Ennis, Scale Team Manager at Monday.com about scaled customer success and explores its significance in today's ever-evolving business landscape. Customer success at scale has been a longstanding practice, but it has gained even greater significance in the current economy. So, what are the ini…

1
Tulasi Ryali, Senior CSM at Siemens - How to become the best CSM of the year 35:42

10M ago35:42

35:42

In this episode, our host Anika Zubair chats with Tulasi Ryali, CSM of the Year by Customer Success Excellence about how to help your customer reach their business goals through value creation. Being a Customer Success Manager (CSM) requires great multitasking skills and adaptability. You need excellent communication skills, outstanding problem-sol…

1
Shannon Nishi, Director of CS at Customer.io - Sustainable growth in Customer Success 38:45

12M ago38:45

38:45

In this episode, our host Anika Zubair chats with Shannon Nishi, Director of Customer Success at Customer.io about sustainable growth in Customer Success. Times are tough and the “big hiring days” when scaling a SaaS business are long gone. In today’s economy, you have to think about sustainable growth rather than growth at all costs. So, how do yo…

1
Declan Ivory, VP of CS at Intercom - AI and the new age of customer support 46:15

12M ago46:15

46:15

In this episode, our host Anika Zubair chats with Declan Ivory, VP of Customer Support at Intercom about how AI is transforming the customer support department. The future of customer support departments is rapidly approaching. So, what changes can we expect in 2023 and beyond? What skills will support agents need to keep up? And what key performan…

1
Jan Young, Principal Consultant for The Success League - AI in Customer Success 45:46

1y ago45:46

45:46

In this episode, our host Anika Zubair chats with Jan Young, Principal Consultant for The Success League about AI and it’s effect on Customer Success. ChatGPT has taken the world by storm and we are now all wondering how it will transform the Customer Success (CS) industry. For example, how will AI change the role of a CSM or will it even take CS j…

1
Carly Agar, Founder and CEO at CarlyAgar - Laid off in CS, what to do next? 48:05

1y ago48:05

48:05

In this episode, our host Anika Zubair chats with Carly Agar, Founder and CEO at CarlyAgar about landing a customer success job in 2023. As the tech industry experiences a wave of layoffs, the job market is flooded with talented professionals seeking their next customer success opportunity. So, what should you do if you have been laid off? And how …

1
Jay Nathan, EVP and CCO at Higher Logic - How to manage churn in turbulent times 40:19

1+ y ago40:19

40:19

In this episode, our host Anika Zubair chats with Jay Nathan, EVP and CCO at Higher Logic about how to manage churn in turbulent times. If you’re currently looking for strategies to prevent and reduce customer churn - you’re not alone. With the gloomy outlook for the world economy, companies are preparing for the effects of an economic downturn. He…

1
Julie Raeder, CS Coach at Dooly - Transition into Customer Success 36:50

1+ y ago36:50

36:50

In this episode, our host Anika Zubair chats with Julie Reader, Customer Success Coach at Dooly about landing your first CS role without any SaaS experience. Taking the first step into your customer success (CS) career is something we all have to do once. But how do you apply for your first CS role without having any SaaS experience? And what are s…

1
Jennifer Yorke, CCO at Omertria - Customer Success in a recession 46:30

1+ y ago46:30

46:30

In this episode, our host Anika Zubair chats with Jennifer Yorke, Chief Customer Officer at Omertria about how to ensure the success of your CS department during a recession. 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. For example, how are y…

1
Prashanth Jothi, CSM at HubSpot - A day in the life of a CSM 35:50

1+ y ago35:50

35:50

In this episode, our host Anika Zubair chats 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 (normally for the better), and even help a few g…

1
Gemma Cipriani-Espineira, CCO at Chili Piper - CCO Metrics: How to convince the C-Suite 44:33

1+ y ago44:33

44:33

In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about what metrics are important and how to report them correctly. Metrics are critical in customer success – especially when reporting to the leadership team. But often SaaS businesses are unsure on how and what to report. For ex…

1
Claire O'Regan, Director of CS at Juro - How to drive time to value for customers in only 14 days 40:13

1+ y ago40:13

40:13

In this episode, our host Anika Zubair chats with Claire O'Regan, Director of Customer Success at Juro about how to drive time to value (TTV) for customers in only 14 days. Getting a quick return on investment (ROI) from new software is essential. But how long should it take for a new customer to start seeing value? And is it actually possible to g…

1
Markus Rentsch, CEO at Remark-able - How to grow CS while focusing on customer outcomes 31:02

2y ago31:02

31:02

In this episode, our host Anika Zubair chats with Markus Rentsch, CEO at Remark-able about how to grow customer success while focusing on customer outcomes. Many companies talk about customer-led growth and customer-focused business plans. But what does that actually mean? For example, how do you measure customer outcomes and what is the limitation…

1
Irit Eizips, CCO & CEO at CSM Practice - How to close a renewal with an upsell 38:03

2y ago38:03

38:03

In this episode, our host Anika Zubair chats with Irit Eizips, Chief Customer Officer & CEO at CSM Practice about how to close a renewal with an upsell. While gaining new customers is exciting, retaining them is where your SaaS will generate revenue. So, how does your company build the best renewal process? How do you gauge the sentiment of the cus…

1
Pat Phelan, CCO at GoCardless - Charging for Customer Success 44:20

2y ago44:20

44:20

In this episode, our host Anika Zubair chats with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success. To charge for customer success or not to charge is the question many SaaS companies are currently asking themselves. It can be tricky to know whether or not it should be a part of the cost of goods sold or if it sh…

1
Marco Carrubba, Director of CS at Microsoft - How to design CS for a mature organization 40:00

2y ago40:00

40:00

In this episode, our host Anika Zubair chats with Marco Carrubba, Director of Customer Success at Microsoft about how to design customer success for a mature organization. An enterprise software company has plenty of functions fighting for priority. But growing your existing customers is just as important - or even more important - at large-scale o…

1
Marija Skobe-Pilley, Head of CS (EMEA) at Clickup - How to expand CS in EMEA 38:25

2y ago38:25

38:25

In this episode, our host Anika Zubair chats with Marija Skobe-Pilley, Head of Customer Success (EMEA) at Clickup about leading a CS team in EMEA and working with EMEA customers. Leading a CS team in EMEA and working with EMEA customers can be quite different from other parts of the world. So, how does local culture play into expanding your CS oper…

1
Bill Cushard, General Manager at Dragonboat - The role of Customer Education in CS 43:24

2y ago43:24

43:24

In this episode, our host Anika Zubair chats with Bill Cushard, General Manager at Dragonboat about everything you need to know about customer education. At some point as your business grows your CSMs are not going to have the capacity to continue to educate your customers individually. So, when should a SaaS company start adding customer education…

1
Harini Gokul, Head of Customer Success at AWS - Moving from defense to offense in CS 31:45

2+ y ago31:45

31:45

In this episode, our host Anika Zubair chats with Harini Gokul, Head of Customer Success at AWS about her experience of shaping and building CS as a value realization. Shifting from defense to offense in Customer Success is not a simple task. But to help your customers achieve their business goals, you need to have a proactive mindset and not a rea…

1
Erika Villarreal, Senior CSM at Condeco - How to build your personal brand in CS 39:26

2+ y ago39:26

39:26

In this episode, our host Anika Zubair chats with Erika Villarreal, Senior Customer Success Manager at Condeco about how to build your personal brand in Customer Success and how your personal brand can land your dream job. Landing your Customer Success dream job is far from being a simple task. It is a competitive industry and you need to find a wa…

1
Matt Myszkowski, VP of CE (EMEIA) at Cision - Mental health in CS: It's ok not to be ok! 42:03

2+ y ago42:03

42:03

In this episode, our host Anika Zubair chats with Matt Myszkowski, VP of Customer Experience for EMEIA at Cision about why mental health should be prioritized in Customer Success. Mental health might still be a taboo topic in your Customer Success department, but we are here to help you change that. So, what are some of the first steps a CSM or a C…

1
Vijay Mehrotra, Professor at the University of San Francisco - The world's first university degree in Customer Success 38:34

2+ y ago38:34

38:34

In this episode, our host Anika Zubair chats with Vijay Mehrotra, Professor of Business Analytics and Information Systems at the University of San Francisco about what tomorrow's CS leaders are being taught. Just a few years ago, Customer Success was still an emerging profession and barely mentioned at university. Many of us have ended up in the in…

1
Andrew Marks, Co-Founder of SuccessHACKER - How to build effective health scores 38:24

2+ y ago38:24

38:24

In this episode, our host Anika Zubair chats with Andrew Marks, Co-Founder of SuccessHACKER, about how to build effective health scores. Today, most businesses are adopting some level of health scoring in order to track if their customers are healthy or not. So, what are some of the basic metrics that you need to put in place to understand health s…

1
David Jackson, CS Coach, Author and CEO at TheCustomer.Co - Think People, not Customers 33:05

2+ y ago33:05

33:05

In this episode, our host Anika Zubair chats with David Jackson, CS Coach, Author and CEO at TheCustomer.Co, about why we should focus on people, not customers. In the early days for SaaS companies, we tend to focus on sales and product led growth as we are trying to find some sort of proof of concept of a product. So, when should a SaaS company re…

1
Jeff Heckler, Director of CS Solutions at MarketSource - Scaling CS teams and CS Models 35:41

3y ago35:41

35:41

In this episode, our host Anika Zubair chats with Jeff Heckler, Director of CS Solutions at MarketSource (former Global Head of CS at Pipedrive) about scaling CS teams and CS models. Scaling Customer Success in (any) organization is not a simple task. It requires the right combination of technology, people, and processes to hit the mark. For exampl…

1
Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad? 40:03

3y ago40:03

40:03

In this episode, our host Anika Zubair chats with Jennifer Cramer, VP of Customer Success at Planhat about "is all churn bad"? Every SaaS business is fearing churn. It is also one of the most important metrics to be tracking for all Customer Success teams. But maybe not all churn is bad? For example, should it be okay to let go of bad fit customers…

1
Emily Garza, AVP of Customer Success at Fastly - CS responsibility for revenue 39:50

3y ago39:50

39:50

In this episode, our host Anika Zubair chats with Emily Garza, AVP of Customer Success at Fastly about CS responsibility for revenue. Customer Success responsibility for revenue is a hot topic and highly debated in the CS world. So, should a CSM hold a revenue target? Should CSMs be compensated like we do in sales? And should we really be charging …

1
Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud - The taboos of Customer Success 49:24

3y ago49:24

49:24

In this episode, our host Anika Zubair chats with Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud, about the taboos of Customer Success. The function of Customer Success is still maturing, and most companies are currently evolving and growing their CS departments. That being said, there are all these unanswered questions that people don’t…

1
Emmanuel Malanda, Global Head of CS at Calypso - Data Driven Workflows & Scaling CS Operations 37:42

3y ago37:42

37:42

In this episode, our host Anika Zubair chats with the inspiring Emmanuel Malanda, Global Head of Customer Success at Calypso, about data driven workflows and scaling CS Operations. As your Customer Success team grows, there comes a point when your CSMs are spending more time doing some of the administrative work rather than focusing solely on what …

1
Elisabeth Courland, Digital CSM at Talentsoft - Data Driven Customer Journey in Digital CS 30:31

3y ago30:31

30:31

In this episode, our host Anika Zubair chats with the inspiring Elisabeth Courland, Digital CSM at Talentsoft, about data driven customer journeys in digital CS. Data is undoubtedly crucial in customer success management, as it enables you to have data driven insights, provide analytics, and any upsell opportunities. So, how do you integrate this d…

1
Kristi Faltorusso, VP of Customer Success at IntelliShift - Switching from reactive to proactive CS 39:51

3+ y ago39:51

39:51

In this episode, our host Anika Zubair chats with the inspiring Kristi Faltorusso, VP of Customer Success at IntelliShift, on switching from a reactive to proactive CS. When establishing their CS team, many organizations start with a reactive business strategy, responding to unanticipated issues only after it occurs. Shifting the mindset to a proac…

1
Kellie Lucas, CS Author & Coach - Customer feedback, turning feedback into insights 42:38

3+ y ago42:38

42:38

In this episode, our host Anika Zubair chats with Kellie Lucas, author and coach, on how to turn customer feedback into insights. Gathering customer feedback is an important part of the CS journey, not only can it provide valuable insights but can help maintain relationships with customers. But once you’ve collected this information, what do you do…

1
Ray Rauch, VP of Customer Success at Concord - Evolution of the CSM 32:19

3+ y ago32:19

32:19

In this episode, our host Anika Zubair chats with Ray Rauch, VP of Customer Success at Concord, about the evolution of the CSM. Customer success has been a discipline for over 10 years now and what started out as a proactive account management position has now evolved. Companies have teams, including customer marketing, account executives and produ…

1
Alex Farmer, VP of Customer Success at Cognite - Building a customer advocacy program 45:13

3+ y ago45:13

45:13

In this episode, our host Anika Zubair chats with Alex Farmer, VP of Customer Success at Cognite, about building customer advocacy programs. Creating strong customer advocates is something that every customer success professional strives for with their customer base. But what makes a good customer become an advocate? Is it how much of your product …

1
Fran Beckley, Head of Client Services at SourceBreaker - Keeping CSMs engaged at work and career development 40:33

3+ y ago40:33

40:33

In this episode, our host Anika Zubair chats with Fran Beckley, Head of Client Services at SourceBreaker, about keeping CSMs engaged at work and career development. Remote working has become part of the new “normal” and being distant from your team can make it hard to gage what your CSMs are doing, how much they enjoy the job and any issues they ma…

1
George C. Huang, Director of Customer Experience & Success at Remo - How to go from $0 to $5m in SaaS revenue within a span of 3 months without any VC funding 41:25

3+ y ago41:25

41:25

In this episode, our host Anika Zubair chats with George C. Huang, Director of Customer Experience & Success at Remo, a tech startup behind Remo Conference, an interactive videoconferencing platform for creating interactive online experiences that rival live, in-person events. A large part of Remos’ success is directly related to Customer Success a…

1
Chris Jones, Director of CS, EMEA at Enboarder - Remote Customer Onboarding 41:20

4y ago41:20

41:20

In this Podcast our host Anika Zubair chats with Chris Jones, Director of Customer Success at Enboarder, an experience driven onboarding platform, about Remote Customer Onboarding. Chris has worked in Customer Success for 6 years, having worked with both small to medium sized businesses, through to global corporations rolling out SaaS solutions. Ch…

1
Nabil Dabbagh, Head of CS at DeepCrawl - Restructuring a Customer Success Organisation 40:30

4y ago40:30

40:30

Our host Anika Zubair chats with Nabil Dabbagh, Head of Customer Success at DeepCrawl, an SEO solution that bridges the gap between marketing and engineering departments by ensuring your website's code is Search Engine-friendly. He has been a part of the growth and scaling up of the Customer Success department at DeepCrawl for over 4 years and has …

1
Anna Poorna, Head of Community at Freshworks - How to build a Customer Success Community 39:44

4y ago39:44

39:44

Our host Anika Zubair speaks with Anna Poorna, Head of Community at Freshworks, the customer engagement software company that enables organisations of all sizes to deliver better experiences. A true customer advocate at heart, Anna has 8+ years of experience in Customer Success and Marketing and in her previous roles helped run and scale the Custom…

1
Lauren Cumming, Head of CS at Fixflo - Growing Customer Success from a Startup to a Scaleup 44:00

4y ago44:00

44:00

Our host Anika Zubair speaks with Lauren Cumming, Head of Customer Success at Fixflo, a property maintenance software solution. Having experienced some of the unique challenges that come with working in startup environments and the growth of Fixflo from startup to scaleup, Lauren shares her tips and tricks on managing and scaling a Customer Success…

1
Dan Farley, VP of CS at Seenit - How to make impactful Customer Success changes during COVID-19 53:01

4y ago53:01

53:01

Our host, Anika Zubair speaks with Dan Farley, VP of Customer Success at Seenit on how to make impactful Customer Success changes during Covid-19.COVID-19 has completely changed the global economy and it is now, more than ever, extremely important for teams to work together. It is especially important that Customer Success teams come together, stri…

1
Rav Dhaliwal, VC Investor - How Customer Success Drives Company Valuation 30:56

4y ago30:56

30:56

Our host, Anika Zubair and now VC investor Rav Dhaliwal talk about how he has scaled Customer Success teams, how Venture Capitalists look at Customer Success strategies of their investments and his views on Customer Success leading indicators such as NPS and CSAT. Prior to becoming a VC, Rav has run Customer Success at Slack in EMEA, and held senio…

1
Adrian Beck, Senior Director of CS at Tanium - Scaling a Customer Success Organisation 46:02

4+ y ago46:02

46:02

Our host, Anika Zubair talks to Adrian Beck, Senior Director of Customer Success at Tanium about his experiences growing the Customer Success organisation from 15 people to 70 people in 7 countries over 3 years! As any Customer Success leader knows, recruiting strong CS team members is incredibly challenging. Firstly, CS is fast growing but still a…

1
Violaine Yziquel, Director of CS at Box - Managing Customer Success with Third Party Vendors 29:52

5+ y ago29:52

29:52

Working with third party vendors to provide your customers with additional services is beneficial to you and the other vendor involved. It can do a lot from a sales perspective by helping to drive business to you and your partners business more quickly. But in Customer Success we’re all about the relationship post-sales, and there is no reason to d…

1
Paul Henderson, Founder of Outcome Leaders - How to Focus on Success Driven Outcomes 26:28

6y ago26:28

26:28

This week I spoke with Paul Henderson, an author, speaker, consultant and founder of Outcome Leaders on customer success, about his new book that’s coming out. The book is called The Outcome Generation - How a New Generation of Technology Vendors Thrive Through True Customer Success, and it provides advice for companies who want to take their opera…

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