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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 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…
 
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 …
 
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…
 
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!…
 
Today, Russell reviews the Harvard Business Review Article, How To Get Your Big Ideas Noticed by the Right People by Andy Molinsky and Jeff Tan. This article may be from April 2021, but as you'll hear from Russell, the ideas are still relevant. Our next book is The Effective Hiring Manager by Mark Horstman. Be sure to subscribe, so you don't miss i…
 
Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. On our debut episode, hosts, Kristen Hayer and Tim Van Lew, interview Easton Taylor. Easton is the VP of Customer Success at Gainsight and will share the story of how he ended up at Gainsight and the benefits of a cohes…
 
Today, Kristen and Russell review the book Remote Work Revolution: Succeeding From Anywhere by Tsedal Neeley. This research isn't just based on the Covid era, but dates back over a decade. Join Kristen and Russell to find out if it's worth the read. Our next book is The Effective Hiring Manager by Mark Horstman. Be sure to subscribe, so you don't m…
 
On this episode of Innovations in Leadership Kristen interviews Kim Landau, Customer Success Solutions Manager for Monday.com. Listen in as they talk about the work she has been doing with the Monday.com Scale team, and she’ll be sharing her framework for working with a group that is designed to deliver CS at scale. Don't forget to subscribe to kee…
 
Today, Kristen and Russell review the book Impact Players: How to Take the Lead, Play Bigger, and Multiply Your Impact, written by Liz Wiseman. This book explores how workers can really make a difference for their clients and their teams. Join Kristen and Russell to find out if it's worth the read. Our next book is Remote Work Revolution: Succeedin…
 
This week Russel reviews an article from Harvard Business Review called “The ‘New You’ Business: How to Complete on Personal Transformations” by Lance Bettencourt, B. Joseph Pine II, James Gilmore, and David Norton. You can find this article in the January-February 2022 print edition of Harvard Business Review or on HBR.org.…
 
In this episode, Kristen and Russell review: Intangibles: Unlocking the Science and Soul of Team Chemistry by Joan Ryan Join them as they discuss what the things they loved about this book and Joan's thoughts on what makes a great team. Joan is an award-winning sports journalist and has some amazing insight into team chemistry that may be relevant …
 
Welcome to the first episode of Innovations in Leadership! On this podcast, Kristen Hayer will be interviewing leaders in the the Customer Success field, exploring the evolving and developing world of CSS and how it can shape the customer experience. In our first episode, Kristen interviews Ryan Andersen, the Sr. VP of Client Success for MedInsight…
 
Join Kristen Hayer in conversation with Jennie Li, Senior Manager of Digital Experience for Definitive Healthcare. Jennie has been working for the past year to build a team of CX professionals and develop the first iteration of their digital customer experience. She’s on the podcast today to talk about her approach.…
 
Join Kristen Hayer and Tao Stadler as they talk about Scoring Utilization in Customer Success. Tao has developed a report that essentially gives specific aspects of product utilization a score. They call this report the FUGA report. Tao will share more about why he developed this report, how he approached the project, and the results his team has b…
 
Join Kristen Hayer in conversation with Irene Lefton, Customer Success Advocate and Author as they talk about what customers want from customer success teams, what works, what doesn’t work, and how to best position your CS team for a successful partnership.By Strikedeck & Kristen Hayer
 
Join Kristen Hayer in conversation with Bob London, Founder and CEO at Chief Listening Officers as we discuss ways to tear down the wall between customers and vendors by spurring thought-provoking conversations. Webinar Registration Link Here: https://bit.ly/3tBHhylThe Success League Leadership Program: https://www.thesuccessleague.io/customer-succ…
 
Join Kristen Hayer in conversation with Chad Horenfeldt, Director, Customer Success for Kustomer. He has recently adopted a change management tool called Motivational Interviewing. We’ll be talking about this approach, how Chad is using it on his team, andthe results he is seeing.By Strikedeck & Kristen Hayer
 
It’s been an amazing journey and we want to celebrate with you. Join us at the 100th episode special with Sanjay Poonen, COO, VMWare in conversation with Shreesha Ramdas, SVP & GM, Medallia Strikedeck, and our host, Kristen Hayer, Founder & CEO, The Success League as they talk about how to achieving customer-centricity through executive alignment.…
 
Join us at a live event with Sanjay Poonen, COO, VMWare in conversation with Shreesha Ramdas, SVP & GM, Medallia Strikedeck and our host, Kristen Hayer, Founder & CEO, The Success League as they talk about achieving customer-centricity through executive alignment.Register here: https://medallia.zoom.us/webinar/register/3316222268642/WN_CbgFxh1nSfm9…
 
It’s been an amazing journey and we’d have the pleasure and privilege of hosting some of the most renowned Customer Success leaders in the industry!We want to thank you for the support and appreciation all these years and want to celebrate with you! Join us at the 100th episode live event happening in June, with a surprise guest lineup and exciting…
 
Join Kristen Hayer in conversation with Wayne McCulloch, Global Head of Customer Success (SaaS) at Google Cloud as we talk about his new book, The 7 Pillars of Customer Success. I’m excited for all of you to hear more about it along with Wayne’s tips for building a success program.By Strikedeck & Kristen Hayer
 
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