The Customer Success Channel
Planhat & Anika Zubair
At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com
Episodes
Mentioned books
Jan 14, 2018 • 29min
Ingmar Zahorsky, Director of CS at ChartMogul - Scaling a Customer Success Team, and more
Ingmar Zahorsky, the Director of Customer Success at ChartMogul, discusses some of the challenges to scaling a customer success team, and a startup in general, as well as what he looks for when hiring a new person onto his team. We also touch on some of the ways and types of data that ChartMogul uses to influence their Customer Success strategy.
Dec 17, 2017 • 26min
Keri Keeling, Head of Customer Success Enablement & Quality at Oracle
With over 22 years of experience, lots of trial and error, and seeing the concept of Customer Success from multiple industries and how it has evolved - Keri has so much insight to offer about CS. It was such a delight getting to speak with, her all the way from Stockholm to Idaho!
Dec 4, 2017 • 27min
Christina Kopka, Lead of Customer Success EMEA & APAC at Twilio
Christina Kopka, Twilio's Lead of Customer Success in EMEA & APAC goes into what it is like for CSMs at Twilio, how their business model is a bit different from the traditional ones in the SaaS world, and how to be a CSM in a company that requires a bit more technical knowledge than some others.
Oct 23, 2017 • 33min
Michael Redbord, VP of Services & Support @ Hubspot
Michael Redbord discusses Hubspot's journey from having everyone "just do on-boarding," to building out their customer success divison. He also gives his advice on how to handle very vocal custeomers, his view on the importance of the phone, and the difference between happy and successful customers.
Oct 9, 2017 • 29min
Yves Doucet, CEO of Dovico - Creating a Culture of Customer Success
After chatting away for 15 minutes about being in ketosis and which types of meditation we practice, Yves Doucet and I finally got into talking about him, his company Dovico and what he has done to create a culture of success for not only his customers, but his employees as well.
Sep 25, 2017 • 26min
Jeff Gardner, Director of CS at Intercom - The Early Days of Intercom & Building a Team
Jeff Gardner, the Director of Customer Support & Success at Intercom, was their 4th employee and has been there from the very beginning. He tells about what it was like during the early startup days, and what it was like to build his first team.
Sep 11, 2017 • 23min
Jonathan Bean, CMO at Mynewsdesk - Marketing, Growth & Customer Success
Jonathan Bean, the CMO of Mynewsdesk, a Swedish start-up Headquartered in the city of Stockholm, spoke with me about what it was like growing the company, what their methods and goals are for customer success, and how all of the teams have to work together for customer to really be successful.
Sep 4, 2017 • 19min
Tania Kefs, Head of CS at Aircall - Building a Customer Success Division & CS
Tania Kefs, the Head of Customer Success at Aircall, was their very first employee and is also responsible for building their Customer Success department. She talks about what it was like, what she learned from the mistakes she made early on and what some of the important things are to remember when working in Customer Success.
Aug 28, 2017 • 19min
Pietari Suvanto, Co-Founder at Vainu - Growth & Customer Success
Co-founder of Vainu, Pietari Suvanto, talks with us about Vainu's recent and continuous growth and how customer success has played a role in that.
Aug 28, 2017 • 25min
David Apple, VP of Customer Success @ Typeform
David Apple, the VP of Customer Success at Typeform, talked with Planhat about what it was like to build the CSM team from the ground up. He talks strategy, processes, and about how much he has learned--and continues to learn--while the team keeps growing.
