Cris Sample (Head of Customer Success at Information Clearinghouse Inc) walks us through her career path where she navigated the work world and motherhood.  In this session she shares some of the behaviors and mindsets that prepared her for leadership, the biggest one being "Always focus on the customer". This thought process means that she is constantly working on how to make things better for customers, something that builds strong relationships and brings tremendous value to them. Walking through how she coaches those in non-traditional roles to recognize the relevance of the skills they possess to giving advice on what to do in your new role, this podcast is jammed packed with information that will help you as you embrace your role as a new leader and will help rekindle the love of leading Customer Success for those who have been doing it for a while. You can find Cris here --- 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.

Jay Nathan (CCO, Higher Logic) and Kristi Faltorusso (CCO, Client Success) pull a couple of books from their shelves to discuss and apply to Customer Success leadership. This week, they dive into two books: Think Again by Adam Grant - a book about reframing how you think about approaching debatable topics in a constructive and productive way. Setting the Table by Danny Meyer - focused on how to start with service in mind and then build your processes to deliver through the lens of the hospitality industry. Both books have direct applications for CS Leaders in both personal and professional growth. You can find Kristi here --- 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.  

Emilia D'Anzica (Founder, Growth Molecules) talks with Jeff Breunsbach about how CS leaders should spend their early days in the role. From helping senior leadership understand the role CS plays in the customer retention journey, to identifying gaps in the process, especially in the onboarding process, leading to impact through improvement in processes and execution. You can find more about Emilia D'Anzica here --- 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.

Phil Weiss (VP Customer Success at CipherHealth) talks with Jeff Breunsbach about building (and keeping) a strong, healthy culture with your team especially with remote teams being the norm. They work through the 'why', and move into the 'how' with tips and examples of what works in their teams.  You can find more about Phil Weiss here --- 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 we are joined by Dan Cmejla, Community & Social Media Marketing Leader at Chili Piper. Dan talks through how having a strong understanding of your customers can help drive a marketing strategy that is unique and personal, resulting in strong returns. "When you find what benefits your customers and what is good for you, you are in the sweet spot." You can find more about Dan Cmejla here --- 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 we are joined by Erika Brookes, CMO at Higher Logic. Jay Nathan (CCO at Higher Logic) and Erika focus in on how customer success is delivered by a company, it's not delivered by a single team. They share their ideas about how the marketing team can help the customer success team build out an experience that meets the needs of the customer while ensuring internal processes can get you there. Want to learn more about the CCO/CMO relationship? Register to see the Higher Logic webinar featuring Rachel Orston, CCO@ SmartRecruiters and Letané Conant, CMO @ 6Sense. Register for the webinar here You can find more about Erika Brookes here --- 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.

Kristi Faltorusso, Jeff Breunsbach, and Jay Nathan talk through the current market and how CS leaders can position their teams for success during a recession, where teams are expected to do the same amount of work with less. The group discusses some practical ways leaders can help their CSMs through small changes that continue empowering customers through scaling despite lack of resources. ---------- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ ----------- 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 this episode, Cassie Vaughn and Ruchita De from Monday.com discuss the role of customer change management in scaling and increasing customer retention. They also talk about fitness routines, Sunday activities, finding balance in QBRs, and the evolution of business reviews and customer segmentation.

This week we are joined by Bob London, CEO and Founder of Chief Listening Officers and Strategic Customer Convos. Bob shares strategies that help make your customers want to come to the table to talk about goals and strategies by making things interesting by talking about them independent from what you sell. You can find more about Bob London here More about Monday.com here Strategic Customer Convos --- 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.

Today, we are joined by Nils Vinje, Leadership Coach and Founder, CEO of 30 Day Leadership. Nils helps us understand the importance of clear definitions of both the role of the CS team and CSMs specifically. Nils clarifies the important role the CS Leader plays in establishing the expectations for the team within the organizational needs and focus. You can find more about Nils here More about 30 Day Leadership --- 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.