Jim Richmond
Chief Customer Officer at Smartling, an AI-powered localization company; experienced across sales, technical account management, solutions consulting, and professional services, now leading post-sale functions and GRR-focused initiatives.
Best podcasts with Jim Richmond
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Jan 28, 2026 • 29min
This CCO Won't Ask His Team What He Wouldn't Do Himself (And Why) ft. Jim Richmond (Smartling)
Meet Jim Richmond, Chief Customer Officer at Smartling — a seasoned leader across sales, success, and services. He discusses why gross revenue retention is his North Star. He explains four-quarter forecasting, building systems to scale 4x, role specialization for CSMs, and how AI bots eliminated single-touch support tickets. He also shares why he still carries a book of business to stay connected to customers.
Jan 23, 2026 • 36min
The CCO Playbook for Durable Customer Growth | EP73
Jim Richmond, Chief Customer Officer at Smartling with 25+ years leading customer teams, shares a playbook for modern customer leadership. He talks about making value creation the priority. He stresses curiosity, deeper discovery, and honest conversations. He outlines risk detection, turning crises into trust, and the evolving skills CSMs need in an AI era.
