In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team. Join Daphne Costa Lopes as she explores how your Customer Success team can capture value from customers and generate revenue for your business, transforming it into a revenue-generating powerhouse. Here’s what we’ll cover: • What Value the CS Team Creates for the Business: Understand the essential contributions of your Customer Success team and how they drive overall business success to better communicate to leadership and cross-functional partners. • How to Finish the Swing in Customer Success by Generating Revenue: Learn actionable strategies to transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable. The expert interview of the week is Kelly Capote, the Chief Customer Officer at Gainsight. Kelly shares her insights on the gold mine that is your customer base, discussing how to leverage customer insights and collaborate with other teams to seize this revenue-generating opportunity. Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you drive meaningful results.!

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of Communicating The Value Your Product Delivers to Customers. Join Daphne Costa Lopes as she delves into the pivotal role of the Customer Success Team in effectively conveying the value of your product to your customers. Here’s what we’ll cover: What Customers Care About: Understand the core needs and desires of your customers to tailor your communication effectively. Who You Should Be Communicating Value To: Identify the key stakeholders and decision-makers in your customer’s organization to ensure your message reaches the right audience. At What Points in the Journey You Should Be Communicating Value: Learn the critical touchpoints throughout the customer lifecycle where value communication can have the most impact. How You Can Scale Value Communication: Discover strategies to efficiently and consistently communicate value across your entire customer base. The expert interview of the week is with Jay Nathan, the Chief Customer Officer of Churnkey. Jay shares his expert insights on addressing some of the burning questions surrounding value communication, ensuring your message resonates with your customers. Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you communicate the meaningful results you're driving. Don’t miss this episode to master the art of value communication in customer success!

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of proactively monitoring risk and growth signs in your customer base. Join Daphne Costa Lopes, as she explores the strategies and technologies that can help customer success teams stay ahead of potential churn and identify growth opportunities. Here’s what we’ll cover: • Navigating the Information Overload: Understand how the vast volume of data—product usage, customer engagements, and external factors—affects the assessment of customer risk and growth potential. • The Challenge for CSMs: Discover why expecting Customer Success Managers (CSMs) to manually monitor and forecast customer behavior is unrealistic and inefficient. • Integrating Predictive Models: Learn how the best predictive models are embedded directly into the CSMs’ workspace, enabling timely and effective action. • Automating Interventions: Explore how automation can streamline the next steps, with not all interventions requiring human involvement, thus increasing efficiency and effectiveness. The expert interview of the week is Easton Taylor, he is the SVP of Customer Success at Gainsight. Tune in to gain insights on leveraging modern technologies and models to proactively manage customer success. Don’t miss this episode to enhance your ability to predict and respond to customer needs effectively! Resources: Build An Alert System To Shift From Reactive To Proactive With Little To No Investment

Discover how to craft customer journeys as value maps for success. Explore a streamlined seven-step journey that delivers consistent, measurable value. Avoid common pitfalls in customer journey design and learn the importance of tailored onboarding processes to meet specific customer goals. Adapt your approach to the digital landscape while utilizing AI and data for personalized support. Emphasize collaborative planning and cohesive support strategies to enhance overall customer experience and satisfaction!

In this inaugural episode of the Customer Success Masterclass, we dive deep into the critical topic of defining and measuring customer outcomes. Join Daphne Costa Lopes, as she unpacks why internal metrics alone aren’t enough to gauge true customer success and how to shift towards a more customer-centric approach. Here’s what we’ll cover: • Internal vs. Customer-Centric Metrics: Understand the limitations of using unit economic metrics alone in Customer Success and why they fail to capture the real value for customers. • Understanding Customer Motivations: Explore the core reasons why customers buy your product and how to align your success measures with their needs. • Jobs to be Done Framework: Learn how to apply the Jobs to be Done methodology to define clear, measurable outcomes that reflect the value your customers seek. • Embedding Metrics into Your Organization: Discover strategies to integrate these customer-centric metrics into your organization as key performance indicators (KPIs) to drive alignment and focus. This week's expert is David Jackson, he is a CS Veteran and author of the book Customer Led Growth: A CEOs guide to building a B2B SaaS. Tune in to gain actionable insights and start your journey towards a more effective, customer-focused success strategy. Don’t miss out on this essential episode! Resources mentioned on the show: Customer results canvas and CLG dashboard Are we building SaaS products the wrong way? Measuring customer value

Build a Scalable, Proactive, and Revenue-Generating Team. Welcome to the Customer Success Masterclass, a 5-episode series designed to help you create a scalable, proactive, and revenue-generating customer success team. In this series, we’ll explore five key topics with industry experts: 1. Defining and Measuring Customer Value: Learn how to achieve measurable outcomes in your business. 2. Delivering Measurable Value to Customers: Discover how to ensure customers retain and grow by realizing value. 3. Proactively Monitoring Risk and Growth Signs: Understand how to manage risk and identify growth opportunities. 4. Communicating Value to Customers: Master the art of communicating value to all your customers. 5. Capturing Value Back through Retention and Growth: Build strategies for retention and growth to create a second engine of business growth. By the end of this series, you’ll have the tools to implement customer-led growth in your business. Tune in every Tuesday for a new episode. Don’t miss out!

This episode is here to help CS folks understand how product organisations work and how to collaborate for optimal results. We dive deep into the intersection of product and CS to help you: 🚀 Learn how product roadmaps work 🚀 Better champion your customers with Product Managers 🚀 Handle tough conversations on unmet feature requests 🚀 Get advice on transitioning from CS to Product roles. Join me as I sit down with Laura Kassapakis, Product Manager at Front, and Lauren Salanitro, CS Leader at Cascade. These Aussie trailblazers are the brains behind Women of Customer Success, a thriving community with over 9,000 members! Get your headphones on, and gear up for a knowledge-packed episode!

Two seasoned experts, Nik and Brian, discuss revolutionizing EBR presentations through automation. They delve into Matik's one-click wonder tool and Workato's tailored solutions. Topics include streamlining processes, automating resources, using data connectors, and enhancing customer engagement with AI automation.

What does Customer Success look like in a company that uses a product-led growth strategy? So many people seem to think that you're either product-led or human-led. But the reality is that most businesses land somewhere in the middle. Ryan Seams, Senior Director of Customer Success and Services at Mixpanel is here to help us understand how a CS team works when a business is largely product-led. He has spent the last 9 years building the CS business in Mixpanel and has learned a ton of lessons that he is sharing with us, so we don’t have to make the same mistakes as we scale Whether your business is exploring a digital segment or considering going full PLG, this podcast will give you some insights on how some of the best in the industry are doing it! Music: Workday by Scott Dugdale

From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale. That's why it's important for us to talk about these challenges openly! In our very first solo episode, your host Daphne Lopes, tackles 3 burning questions about scaling Customer Success. Is scaled Customer Success right for your business? What's the right time to start scaling your CS team? What is the optimal sequence of events to go from 100% human touch to scaled CS? If you are curious about the secret steps to transform your CS approach from 100% human-powered to turbocharged scalability, this episode is for you! Get ready to ignite your CS strategy and amplify your business impact! 🔥 Music: Workday by Scott Dugdale