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In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations about growing and scaling subscription businesses with a customer-first approach. The podcast is aimed at SaaS and technology leaders who are facing the day to day challenges of scaling. This podcast is brought to you by Higher Logic.
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10 Customer Churn Benchmarks for SaaS Leaders
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This week, Greg Daines, CEO of ChurnRX joins Jay and Jeff to talk about churn benchmarks. Some key highlights: no statistical alignment between whether satisfied customers stay (CSAT) inertia is real - make sure you aren't giving your customers a reason to leave story telling the history of your relationship is a good thing measurable results is on…
Are your churn benchmarks telling you what you think they are? Jay Nathan takes a look at the Churn benchmarks for SaaS leaders by Greg Daines, CEO of ChurnRX and some of the results might surprise you! Jay shares some key takeaways for 5 of the 10 benchmarks reviewed in the report. CSAT - no statistical correlation between customer reported satisf…
Are your CSMs operating with a single point of contact? Damien Howley, CCO of Whip Around shares how having a Strategic, Tactical, and Operational focus in your customer relationships not only prevents that single point of failure when a main contact leaves, it strengthens your customer knowledge in a way that cannot be done with a single relations…
Are you using scaled CS as a universal engagement strategy? If not, you are missing out on giving your team the chance to build out their roles due to lack of bandwidth. In building relevant and actionable content, it is important that you: know the persona know the product know the market share best practices have a variety of content types webina…
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Scaled CS is Looking Alot Like Marketing
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This week, Karessa Parish, Growth Marketing Manager at ClassTag joins Jeff to talk about the connection between scaled CS and marketing. Here are some of the key takeaways: Look for ways to automate things that you do over and over Evaluate your content to align with customer self-service needs CSMs should be facilitators rather than information ke…
QBRs are a topic of conversation almost any place that CS professionals gather. That is because they are a vital tool in helping customers understand how your product aligns with their business goals. The problem is these meetings have become another task, and one that many customers are skipping. So how do you move from the old way to a new, more …
Going above and beyond for your customers seems like a no-brainer, but is it really? Data shows that performing 'Hail Mary's' for your customer doesn't have any greater impact than simply meeting their needs. Matt Dixon shares some tips on what you should be focusing on, and the good news is it is relatively inexpensive in terms of money, time, and…
It seems intuitive: you increase retention by delighting your customers. However, data exposes the fact that something that takes a lot of effort and often the increased expense doesn't bring the results you are looking for in terms of loyalty, retention, or even advocacy. Instead, strong value and ROI come when companies look for ways to reduce th…
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Trends in the Job Market Around B2B Tech
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Jay is joined by Christina Lock, Founder and CEO of Catch Talent. We talked about trends in the labor market and what she’s seeing across the tech companies her team works with. Here are the questions we went over: What are the trends you see in both the job market and the labor market? How are employers responding to shifts in the labor market? Wh…
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We Need Our CSMs to Become More ”Strategic”
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We need our CSM's to become more "strategic". (What that really means, no one will ever know) BUT, here's an easy way to *start*... Coaching your CSMs to get better at asking open-ended questions AND listening. Open-ended questions often begin with words such as "Why" and "How." Or they can use phrases such as "Tell me about..." 💩 Did you accomplis…
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Building Account Maps for Predictable Outcomes
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Today we are joined by Michael Tuso of Callypso as he brings his experience from sales and account management to share practices that customer success leaders can use: Building account maps can help you identify the right people Sets the stage for consistent account practices Finding ways to build maps at scale and community-driven techniques -----…
Make your champion the hero of the story when dealing with their finance partners. Here are 3 ways you can do that: 1) Help prepare them around how to defend the ROI of your product - remember to think about inputs and variables to the model. Think like a lawyer - you have to prove beyond a reasonable doubt. 2) Beyond ROI, help them understand the …
This week, Jon Johnson, Principle Customer Success Manager at UserTesting joined Gain Grow Retain to talk about how to scale in an enterprise environment. Building trust and showing value is a foundational part of the process but segmentation becomes the key to success. Create buckets to segment Get specific Simplify Scale can help you identify the…
Jeff and Jay come together to talk about three possibilities for leveraging ChatGPT in scaling your Customer Success program: Customer Discovery Key Contact Insights Strengthen Content Learn how using ChatGPT can help speed up some of the processes your team is doing, increasing the value of the time they have to spend with the customers. ----- Gai…
Data is the after-thought but it is the currency that will run your scaled customer success programs. Far too often we have our teams spending time in tools/data/systems when they should be spending time with customers. Jeff and Joel talk about why data is becoming important and how to use it to your advantage in 2023. You can find Joel here ----- …
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The Impact of Understanding Customer Behaviors
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This week, Ian Hurlock joined us to talk about how your techstack can impact the data your customer success team uses to understand customer behaviors. In order to build a personalized and effective customer journey, your team needs to be able to understand the behavior of your customers. This comes from data that is not just information focused on…
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How to Strengthen Engagement Through Personalization
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Mary Poppen (CCO at involve.ai) joins Jeff today to discuss how personalizing the customer journey positively impacts their experience. Most of the time, personalization is a strong component of the high-touch model, but Mary shares how data can be used to build the same experience at scale. She gives practical suggestions about how to use the info…
This week Jay Nathan is joined by Wayne McCulloch, CCO at WalkMe where they discuss specific ways that a CCO can have an impact on the CS team no matter how long you have led them. Hear the process Wayne used to lead the CS team and create organization-wide initiatives (with strong employee empowerment) and a 3-year implementation plan as the entir…
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The Vault - Customer Onboarding and Implementation Processes
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This week we are sharing a podcast that was published in January 2022. Jordan Silverman joins Jeff to talk about onboarding and implementation and how this timeframe is critical for customer retention. Making sure the customer journey is more customer-centric rather than company focused can help make sure your customers are seeing a very quick time…
This episode from April 2021 has Ryanne Koch (Doumet) joining Jeff to talk about how metrics support the strategy conversations that help your CS team move from reactive to proactive. Using data well can help identify where and when to bring in your product within the customer process as well accurately identify customers in danger of churn, Learn …
This week, Kristi and Jay talked about a variety of topics that give you some insights into who they are, how their early work experience helped shape them as CS leaders, and things they do to help themselves take some time to reflect deeper into their own lives. You can find Kristi here ----- Gain Grow Retain exists to connect people, knowledge, a…
This week, Michael Cooksey, Head of Qualtrics XM Community walks us through how community has moved into the intersection of a variety of departments to bring a customer experience that has had a large impact in retention and growth. Michael shares the ways that community can be successfully used as a digital first touchpoint while still building a…
Jan Young joins the team to talk about helping CS teams avoid the 'gap filler' moniker by bringing data from various sources together. It is important to look at scaling from a 1:1 approach (foundational model) to a more digital and scaled approach to allow a focus on strategy and relationship building. Joining with a comprehensive look at data, th…
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Parenting Lessons for Customer Success
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This week Kristi Faltorusso joins Jeff and Jay as they discuss the lessons they have learned in the course of parenting that apply to CS. Patience through preparation and awareness, guidance through transitions and experience, and learning true needs through good questions are just a few of the areas that they show how the skills they are using wit…
This episode from April 2021 brings Kevin Lau, Senior Director of Customer Advocacy & Experiential Marketing at F5 in to talk about how an advocacy group can help you scale the creation of emotional connections with and between customers. Developing a strategic plan to identify methods of engagement throughout the customer journey can lead to a nat…
Diane Ratigan (Director of CS for Corporate Team, Shannon Creghan (CS Executive), and Kimmie Harrington (CS Executive), all of Higher Logic join Jay today to talk about launching Office Hours. Hosting an Office Hours for your customers focused on the core concepts around using your solution rather than feature functionality. They share the process,…
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Spotlight on Pendo’s Scaled CS Program
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Erica Akroyd (Sr. Manager, Scale CS and Programs), Ryan Philpott (CS Program Manager), Charles Helms (Scale CSM) join Jay Nathan today to talk about how Pendo turned lack of staffing into an opportunity to develop an effective scaled model. They discuss how their scaled approach isn't a one size fits all for their customers, but is more strategic b…
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CS Should Consider Leveraging Partners
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Jared Fuller, CEO at PartnerHacker talks with Jeff about the value of bringing partners into your team. Every team has it's strengths and weaknesses, and using your partners to fill any gaps in expertise can add exponential value to your customers. You can find Jared here The PL[X] Summit --- Gain Grow Retain exists to connect people, knowledge, an…
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The Vault - Beyond the Traditional Thinking of Community
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Mac Reddin, Founder and CEO of Commsor joins us in looking at how community can help companies adopt strategies that increase organic customer (and potential customer) relationships in a way that strengthens business goals. From looking at community as a potential first touchpoint to creating communities of practice that allow anyone to join in sha…
Josh Levin, Manager of Customer Success at Honeycomb.io joins Jeff to talk about how his team built enterprise level customer success. Using a combination of Technical CSMs and Customer Architects allows for scaling CS work through well constructed gates and processes. They also use a strong triage process to ensure that this part of their role all…
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The Vault - Tending to Your Community
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Brian Oblinger joins Jeff and Jay to talk about Community. What is the difference between Community and community? How does understanding the value of community help with resource growing? What does it mean to put value to customer as a top priority? Listen to hear Brian's thoughts on all of these questions and more. Connect with Brian --- Gain Gro…
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Intersection of Customer Marketing and Customer Success
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Tom Barragry, Product Marketing Lead at GetResponse joins Jeff to discuss how effective customer marketing strengthens the work of the CS team. He shares how the marketing team at GetReponse develops strong relationships with internal teams to share knowledge, streamline messaging, and create an strong customer experience together by focusing on th…
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You Should Be Building Your Customer Community
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Joel Primack, Community Leader at Lattice walks us through community, taking a look at some of the types of communities and how to focus them to drive customer engagement and success. Using this info, you can select what is needed to best support your organization and then use that focus to develop your strategy. You can find Joel here You can emai…
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The Vault - All Aboard the Community Hype Train
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Back in April of 2021, Holly Firestone joined Jeff to talk about the importance of community to an organizaton. Listening to your customers is something that applies to many areas within an org, including community. As community is becoming a more dynamic and strategic component of an organization, it is important to recognize that there is a big l…
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Me, a Leader? My journey towards making a mark
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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 const…
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. Setti…
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What to do in Your First Days As a Customer Success Leader
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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 proce…
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Building Culture for Your Customer Success Team
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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…
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Building Great Marketing Starts with Great Customer Success
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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 swee…
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The Role of Marketing in Customer Success
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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…
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 …
Today, we are joined by Cassie Vaughn (Manager Enterprise CS) and Ruchita De (Enterprise Team Manager, CS) from Monday.com. Cassie and Ruchita help share the role customer change management has on scaling, and other ways they are increasing customer retention through proving value and identifying gaps. You can find more about Cassie Vaughn here You…
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 …
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The Importance of Defining the CSM Role in Your Org
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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.…
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Jay and Kristi Article Discussion -The Hardest Part of SaaS Companies at Each Stage”
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Kristi Faltorusso and Jay Nathan talk through a blog article titled 'The Hardest Part of SaaS Companies at Each Stage'. Running through the article, they discuss their experience and perspectives for each of the stages highlighted by the article. ---------- If you want to join the discussion with thousands of other customer success leaders, join Ga…
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Importance of Developing the Front-Line of Customer Success
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Catherine Blackmore joins Jay Nathan on the podcast today from Oracle as she talks about her early days in the newly emerging field of Customer Success when resources and swim lanes were still being developed and how there is still growth and evolution occurring today, not just with CSMs, but the overall practice of customer success within an organ…
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Worlds colliding: PLG + Customer Success
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Today, we are joined by Kyle Poyar, an Operating Partner from OpenView. The OpenView team are experts and leaders in the space of Product-Led Growth (PLG) companies. Kyle helps us better understand how these product-led companies are building customer success. You can find more about Kyle here More about OpenView Partners --- Gain Grow Retain exist…
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Leading the charge on digital-first customer success
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Carlos Quezada and Matt Harmon join the podcast today from HPE Aruba, where they lead customer success as a service. They've been leading the charge on building digital-first experience (and even winning awards). We get an update on where they are finding success within their digital ecosystem to drive a positive experience amongst their customers.…
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Around the Horn with Kristi, Jay, and Jeff
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Today, we dive into the depths of our LinkedIn content. We try to surface old posts to drum up discussion and opinion... QBRs Customer journey Scaled customer success You can find Kristi here: https://www.linkedin.com/in/kristiserrano/ --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We'r…
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CS Blueprint: Key Metrics for Customer Success
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In this week's CS Blueprint, Jay and Kristi, discuss whether what the right metric for customer success teams is - does focus on NRR create lazy CSMs? _______ 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/…
