Season 1 - #31 Wayne McCulloch Head of Customer Success Google Cloud

In this episode, we sit down with Wayne McCulloch, Head of Customer Success at Google Cloud, to discuss *customer success, the evolving customer experience, and his new book, The Seven Pillars of Customer Success. With an extensive background in both big and small tech companies, Wayne shares insights on how organizations can better structure their post-sale customer journey, deliver real value, and build long-term relationships.

Wayne also explores how technology, video, and digital tools are transforming the way companies engage with customers, and why great customer experience is ultimately about delivering what the customer wants—when they need it.

In This Episode, We Cover:

🔹 The DNA of great customer experience – what really drives value
🔹 Customer Success as the “parent” of post-sale functions
🔹 The power of video and digital customer success
🔹 How Wayne’s book bridges the gap between customer success theory and execution
🔹 Why organizations need to rethink post-sale functions to align with the modern SaaS model
🔹 Wayne’s personal customer service experience that turned him into a lifelong brand advocate

Episode Chapters & Timestamps:

📌 [00:01] – Introduction to Wayne McCulloch & his career journey
📌 [03:05] – What makes a great customer experience?
📌 [07:00] – The evolving role of Customer Success in tech
📌 [10:30] – How video & digital tools enhance the customer journey
📌 [15:45] – Lessons from The Seven Pillars of Customer Success
📌 [22:00] – A real-world example of amazing customer service
📌 [26:00] – Wayne’s bold prediction for the future of customer experience

💡 Key Takeaway: Customer experience isn’t just about delighting customers—it’s about delivering value and making their journey frictionless. Companies that structure their post-sale functions around the customer’s needs, not internal org charts, will win in the long run.

🎧 Listen now!