VP of Customer Success at Emburse, Mike Sasaki, discusses scaling CS for profitable growth in 2023. Topics include optimizing customer onboarding, empathetic customer service, executive engagement, and efficient task management. Insights on leadership and effective meetings for successful scaling are also highlighted.

Dillon Young, leader of CS at Maxwell, and Jeff Breunsbach discuss handling changes, identifying indicators, trusting teams, prioritization, and effective resource allocation in B2B SAS customer success teams. Connect with Dillon for more insights on Lifetime Value.

This week Jeff Kushmerek joins Jeff Breunsbach to talk about the difference between onboarding and implementation   Onboarding Implementation Ongoing Finite Period Measurement - Time to Value Measurement - Time to Launch No handoffs Multiple handoffs   Jeff K. shares his insights into how to handle the differing needs of Implementation in a way that supports the customer's goals, the metrics needed to be measured, and the outcomes that need to be defined. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Sandy Yu and Jeff Breunsbach talk about the importance of priorities in this week's Gain Grow Retain podcast. Knowing that there can only be one priority at a time, how do you select what to focus on? Here are some of the questions being discussed: Prepare by understanding the resourcing, the organizational needs, and the cost of NOT doing it for each potential priority Decide after gathering data (but don't let the research go on too long!) What are the responsibilities of the leader in helping the team successfully work on the prioritized project? How can you utilize routines to make it outcomes focused without stifling creativity? Connect with Sandy Revenue CCO -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Daphne Lopes, Principle Manager of CS at Hubspot, discusses how segmentation, data models, content, and cross-collaboration play a role in creating a customer experience based on scale without sacrifice in Hubspot's approach to scaled CS.

Partners at Deloitte, Rohan Gupta and Gopal Srinivasan, discuss AI in Customer Success. They explore practical uses, challenges, and shifts needed for effective AI utilization. Topics include generative AI, customer outcomes, and sustainable SaaS growth. The conversation emphasizes streamlining processes, scaling teams, and enhancing community engagement.

Jeff discusses specialized roles in customer success teams and the importance of investing in these roles to drive value for all customers. The podcast also focuses on scaling customer success by rethinking engagement, operationalizing work, and specializing teams.

Mark Stoddard and Dave Blake of ClientSuccess discuss the impact of COVID on customer engagement, offering practical tips. They also answer audience questions on adapting to changes in uncertain times, making this a relevant listen for customer success leaders.

This week, Jay Nathan talks to Shauna McClemens about how Higher Logic Vanilla has built a strategy utilizing their customer community to scale CS programs. By ensuring that the entire community is focused on customer success, companies are able to provide a space for 'the right information at the right time for the right person' in a way that is more effective than any other method. Listen to the process she and her colleagues worked through to move from a space that was operating without leadership to one that is providing value to customers through a variety of opportunities. Connect with Shauna -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.  

This week, Jeff takes a quick look at the increasing need to build relationships, and the need to do it at scale.  Why scale a relationship? The changing dynamic of the stakeholders themselves as well as the need to move away from a single point of contact are all factors. Take a listen to a variety of ways Jeff suggests to not only scale your relationships, but do it in a way that builds value beyond the current relationship building processes. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.   *This podcast is sponsored by Higher Logic Vanilla.