Customer Success Talks

Welcome to another episode of "Customer Success Talks: Real Challenges, Expert Advice." Today, we're diving deep into the world of customer success with our special guest, Rob Zambito. Rob is the founder of Success Scaled, a consulting practice dedicated to helping SaaS startups build scalable, repeatable processes and operations in post-sale and go-to-market functions. In this episode, we cover: - Operationalizing Customer Success: Why it's crucial and how to do it effectively. - Key Metrics: How to define and implement consistent metrics that align with both startups and established enterprises. - Interdepartmental Collaboration: Strategies to integrate CS workflows with sales, product, engineering, and marketing teams. - Digital Customer Success: When and how to implement digital strategies for maximizing customer engagement and satisfaction. Don't miss Rob's anecdotes and actionable strategies that will inspire you to take your customer success operations to the next level. Reach out to us via LinkedIn: Rob Zambito ⁠Success Scaled Consulting ⁠ Bayron Toruno Follow us on Youtube Additional Resources: Explore our new Customer Success Talks:Latinoamerica Listen to Alex Turkovic's podcast Digital Customer Success The 7 pillars of Customer Success Book Keep growing, keep learning, and let's keep improving the world of customer success. Until next time!

In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails. Key takeaways: - Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization. - Core Responsibilities: Learn about the foundational duties of a Customer Success Manager (CSM), from onboarding through to renewal, and how these might differ across companies. - Essential Skills for Success: Discover the critical skills every CSM should cultivate, including effective communication, organization, documentation, and problem-solving. Whether you're a seasoned professional or just starting out, this episode offers valuable perspectives on making a successful transition into the world of Customer Success. Erica and Jean Pierre bring a wealth of knowledge and practical advice, making complex concepts accessible and actionable. Connect with us on LinkedIn: Erica Scully Jean-Pierre Frost Bayron Toruno Watch the episode on Youtube Join CS Connect We are expanding to Latinamerica, our Spanish version, where you can learn from amazing experts in the field from Latinamerica. Customer Success talks: Latinoamérica - Spotify & YouTube

Dive deep into the dynamics of building meaningful personal relationships in CS with our two amazing guests, Dannah Vaughan, with her extensive experience and a successful podcast "Rebels of SaaS," and Hassan Akram, a frontline CSM with a strong background in public speaking through Toastmasters and the most passioned person I have met, bring valuable perspectives on building trust and maintaining effective communication. Join us as we explore the delicate balance between personal connections and professional boundaries. In this episode, we explore: - The Power of Personal Connections in CS: Explore why building beyond-business relationships with customers is critical, and how personal connections can enhance customer loyalty and trust. - Understanding Personal vs. Professional Boundaries: Learn from Dannah and Hassan how top CSMs navigate the delicate balance of personal connections without compromising professionalism. - Maximizing Client Interaction Time: Gain expert advice on balancing relationship-building with critical business outcomes, ensuring every minute with your client delivers mutual value. Thank you for tuning in, and remember, the art of customer success is not just about business—it's about building meaningful connections. - Resources The Rebels of SaaS on Spotify & YouTube Toast Masters Club - Connect with us: Hassan Akram Dannah Vaughan Bayron Toruno - Head to Youtube https://youtu.be/N_YDahMfOSI

In this engaging discussion, Christine Naidu, a seasoned Customer Success Manager and yoga instructor with 15 years of experience, shares her insights on the vital role of storytelling in customer success. She emphasizes crafting memorable narratives that resonate with clients, even when distilling complex information. Christine shares practical tips for engaging C-suite executives and building confidence through storytelling. The conversation also highlights the significance of empathy, especially during sensitive situations, showcasing how effective storytelling fosters deeper connections with customers.

In this episode of our podcast, we're thrilled to welcome Barry Klein, VP of Success and Enablement at Talroo. With an impressive career spanning over 30 years in sales, customer success, and as the founder of his own consultancy, Barry brings a wealth of knowledge, especially in leading teams within the recruitment technology sector. Today, we delve deep into the nuances of the interview process, focusing on the critical soft skills that HR departments prioritize. Barry will share his insights on how candidates can stand out by showcasing their authenticity and confidence in high-pressure interview situations. Authenticity isn't just a buzzword; it's a differentiator that can set a candidate apart. Barry will discuss effective strategies for candidates to demonstrate their true selves during an interview. Furthermore, we explore the importance of owning mistakes and demonstrating problem-solving skills. Barry will offer his expert advice on how candidates can communicate their ability to find solutions and learn from errors, qualities that signify resilience and a strong willingness to grow. Lastly, we'll tackle the tricky subject of cultural alignment and soft skills. In today's job market, companies are not just looking for a skill match but also a cultural fit. Barry will guide us through the types of questions candidates should expect around cultural fit and soft skills, preparing them to answer in ways that truly reflect their compatibility with the company's values and team dynamics. Join us for this insightful episode as Barry Klein helps us navigate the complexities of the interview process, ensuring candidates can present themselves authentically, solve problems effectively, and align with company culture. Connect with us on LinkedIn: Barry Klein Bayron Toruno Navneeth Thomas Watch us on Youtube

In this discussion, Marija Skobe-Pilley, Founder of Women in Customer Success and a top Customer Success leader, shares her inspiring journey from musician to industry leader. She highlights the diverse career paths within Customer Success and emphasizes the importance of owning your career through clear vision and proactive strategies. Marija discusses adapting to change in today's dynamic landscape and the vital role of leadership in supporting team transitions. Her insights empower listeners to take charge of their careers while advocating for women in the field.

In Part 2 of the episode "Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke offer vital strategies and tips for those seeking roles in Customer Success. They tackle challenges like strategic job searching, the importance of emotional intelligence, and effective self-presentation in the job market. Additionally, they discuss navigating perceptions of overqualification and the significance of cultural adaptation. Key Takeaways: - Focus on strategic job search aligned with personal and professional culture. - Cultivate emotional intelligence and empathy as key skills in Customer Success. - Present skills and experiences effectively, targeting cultural fit and company needs. - Address overqualification openly, offering a long-term perspective to potential employers. Connect with us through LinkedIn: Jean-Marie Schiraldi Luke Bartram Bayron Toruno You can also find us on Youtube

In "Part 1 - Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke dissect the complexities of the Customer Success hiring landscape. They explore the shifting dynamics post-COVID, the influx of candidates, and the challenges companies face in attracting the right talent. They offer valuable insights into crafting effective job descriptions, the critical role of company culture in hiring, and the importance of aligning internal expectations. It's a deep dive into the strategies for navigating the competitive CS job market, offering a blend of recruiter and candidate perspectives. Key Takeaways: - The importance of clear and concise job descriptions aligned with company culture. - Strategies for candidates to present themselves effectively, tailoring their approach to the specific company and role. - Insights into the recruitment process from both the company and candidate viewpoints, highlighting the need for mutual understanding and well-defined expectations. Connect with us through LinkedIn: ⁠Jean-Marie Schiraldi⁠ ⁠Luke Bartram⁠ ⁠Bayron Toruno⁠ You can also find us on YouTube

Being a candidate in today's job market or pursuing the next roles in your career isn't just about having an impressive CV or mastering interview techniques. It's about the journey, the persistence, and the personal growth that happens behind the scenes. As many of you know, we're not the only ones striving for that dream role. So, what's the game-changer? Persistence, resilience, and a little magic word: patience. It's easy to say, but not so easy to practice, especially during those long and sometimes disheartening job search processes. That's exactly why we're excited to bring you this latest episode, where we dive into the often overlooked, yet crucial elements of career advancement: Patience and Progress. Join us as we sit with Noah Little and Katrina Kugelmeier as we delve deep into the heart of career and personal growth. In the new episode, we explore: - The contrasting approaches to job search: Noah's intensive application strategy vs. Katrina's network-centric approach. - The pivotal role of emotional resilience and the art of maintaining motivation during your career journey. - The underestimated power of patience and how it shapes your professional growth. - The significance of personal branding and how it opens new doors and cements your presence in the CS landscape. - Practical tips to manage expectations and keep a positive, proactive stance in the ever -evolving job market. Key Takeaways: - Career advancement in CS is not a sprint but a marathon, requiring dedication and a patient, consistent effort. - Personal branding isn't just a buzzword; it's your unique signature in the professional world. - Building a network is as crucial as building your skillset—sometimes, it's not just what you know, but who you know. - Emotional resilience and self-care are your best allies in navigating the highs and lows of career progression. Tune in to our latest episode for an honest, in-depth conversation about Patience and Progress. Resources: Customer Success Coaching CS Connect Connect with us on LinkedIn: Noah LittleKatrina Kulgelmeier Bayron Toruno You can also find us on Youtube

Delve into the world of customer journey mapping in this engaging podcast. Learn how collaboration and alignment between departments are crucial in creating effective maps. Discover the value of understanding the customer's perspective and measuring the impact of your mapping efforts. Join Tarek as he shares practical insights on mastering the art of customer success through journey mapping.