Adam Feigenbaum Is currently a Senior Advisor for Susquehanna Growth Equity. Before that he worked his way up from Marketing Associate to Chief Customer Officer at ICims, the leading cloud recruiting software. Adam has a fascinating journey and we touch on some key points: His career path and why Chief Customer Officer became a big role In his career How and why he owned the sales function of the organization Why the Chief Customer Officer Is Important to the business -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: How can CSMs help launch a product Transforming from bookings to customer success focus Economics of a SaaS business and funding sources Technology and content marketing helping long-tail retention -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Today we've got Ethan Beute, the Chief Evangelist from BombBomb (a video platform to Insert quick and easy videos Into your customer communications). Ethan also hosts The Customer Experience Podcast which has thousands of listeners. We dive deep Into how personalized video can... -- Increase the effectiveness of your customer communication -- Make your customers feel a more personal connection -- And can take very small amounts of time to execute well for your team Tons of good Ideas on how to go deep Into this category and find ways to get thoughtful about connecting with your customers. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Today we've got Logan Lyles, Director of Partnerships at SweetFish Media and Co-Host of B2B Growth Show and The B2B Sales Show. This guy knows his stuff when It comes to creating value for customers In *different* ways. We talked about the value of driving engagement through community and podcasting. He drops several good ways for you to get started *tomorrow*. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay sat down with Daniel Cattini and Alex Truman of the Creating Customer Success podcast to discuss everything customer success. They touch on where It should live In the organization, some key strategies that leaders need to consider and advice for listeners. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Where should customer success report In the organization How do move up Into the executive team Build renewal and retention models In B2B SaaS organizations -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay joins Dave Duke of MetaCX around how customer success teams can examine the transition between sales and customer success. There needs to be a strategic conversation that continues as the deal is closing with our sales team A joint success plan can be a way to help create a smooth transition - keeping the customer and their outcomes at the forefront Need to eliminate duplicate Information and create one continuous conversation with the customer -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Megan Macaluso, VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful. Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful. Enablement, training and documentation are the table stakes within a Channel and Partner success program. Resellers aren't only selling your product -- there's a number of products In their suite. Need to ensure they're successful with your product. Cisco Is a great example of a partner program Implemented properly. Great technology, enablement and clear direction. Large organizations need to be making the shift from Transactional to Customer-Centric -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jake Dunlap, CEO of Skaled Consulting, drops by the podcast to talk more about the alignment between Sales and Customer Success within B2B SaaS. He drops some tactical advice for our customer success leaders. Some show notes... Companies can be organized and Incentivized on things that are counter-Intuitive to the customer experience The Customer Framework - start with the customer In mind, then build the framework to support around that Incentivize sales teams around the retention and renewal - helps to align the team to selling the right deals and ensuring customers can achieve outcomes Customer marketing needs to be a quarterback of communication and tied to retention driving activities Customer success Is used as a reactive function focused on maintenance; need to change the mindset to be proactive function focused on growth 3 common mistakes of early SaaS; Underinvesting In Sales Operations Roles and Hiring Profiles Segmentation and territories Get depth In your relationships -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Gain Grow Retain launch! Voice of Customer Programs (Including NPS) Customer Advisory Boards and how they can be effective Sales and Customer Success - who owns the account? -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach