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Trust Me, I'm a CSM
Trust Me, I'm a CSM is a light-hearted yet insightful take on all things Customer Success. William Belcher and his co-host Valerio Bianconi speak to the brightest minds in the field and debate some of the toughest conundrums CSMs and their colleagues face in the world of enterprise software.
Episodes
19 episodes
The End of Customer Success...?
Hosts Valerio and William discuss how market and industry challenges from 2020-2023 have influenced the evolution of the CSM role in 2024 and beyond.
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Season 1
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Episode 19
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26:35
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The Value Episode
Hosts Valerio and William are joined by Ty Friend to discuss value and value engineering, a relatively new concept in the world of SaaS and emerging technology. We cover questions such as: Is value subjective? Is engineering value an art or a s...
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Season 1
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Episode 18
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41:08
Why do we do QBRs?
Our guest this time around is Rebecca Wilde who has over six years in client-facing and Customer Success roles. Almost every CSM has their own take on QBRs, and we address some of the most common misconceptions in this episode, answering questi...
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Season 1
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Episode 17
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39:40
The Customer Success Platform... Opportunity or Burden?
Valerio and William welcome Justin Bradley, a veteran of both cybersecurity and customer success. In this episode, we tackle such thorny questions as:- Why do you need a Customer Success Platform?- When is the right time for compani...
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Season 1
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Episode 16
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41:46
Are Customer Success and Project Managers Frenemies?
Hosts William and Valerio speak to Carlynn McCarthy, a Professional Services Project Manager who has worked at a number of small and large, on-premises and SaaS companies working on large-scale enterprise customer implementations. ...
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Season 1
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Episode 15
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40:02
SaaS Spotlight Panel: IoT, EHSS & Cybersecurity sectors
In this episode, Ryan Noakes and Ramon Wiersema join Valerio and I to compare notes on working as CSMs for SaaS companies in various industries, from logistics and fleet management, through to Health & Safety compliance, cybersecurity and s...
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Season 1
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Episode 14
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41:52
Voice of the Customer - How should Customer Success Teams work with Product Teams?
Valerio and William welcome James Alliband, esteemed Product Manager in Cybersecurity on to the show for the first time. James lends his extensive experience to a lively debate about the do's & don'ts of product teams and CSMs who want to w...
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33:14
Is Customer Success a Must-Have?
We know... How could three seasoned CS professionals even debate such a topic? Join Valerio and William as they welcome guest speaker Lauren Verby on to the show to discuss how companies make the transition to the cloud, to SaaS an...
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Season 1
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Episode 11
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30:47
From Culture to Community
Building on the theme of CS Culture, William Belcher speaks to Bhavika Khochhar about why people join communities, how it can help a CSM to be a part of the CS community, and ways to contribute and support colleagues and peers within the ...
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Season 1
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Episode 11
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24:32
Building a Culture of Customer Success
Valerio and William are joined by Bassam Khoreich - Bassam has been a CSM for a number of years and is a vocal and passionate member of the global Customer Success community. We discuss the ins and outs of building a culture of CS ...
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Season 1
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Episode 10
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32:27
Hunters vs Farmers Part 2
Our sales vs CSMs debate kicks into a higher gear in Part 2 as we discuss the Ideal Customer Profile, why it's so important, and why occasionally (!) Sales just ignores it and carries on regardless. Don't worry, we're all still friends by the e...
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Season 1
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Episode 9
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25:47
Hunters vs Farmers Part 1
This episode pits Sales against CSMs in the first of our two-parter about how Sales and CS can collaborate, make money and avoid stepping on each other's toes!Valerio and William are joined by Louise Lundgren and Jeff Heckler
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Season 1
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Episode 8
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28:46
Data vs Intuition (plus the View from Sales Engineering)
In this bumper episode, we welcome Tim Nursall as our guest speaker. We cover a range of important topics such as :How should you use user data points in parallel to your 'gut' feeling about account health and required activities....
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Season 1
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Episode 7
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45:36
A Brief History of Customer Success (and its future)
Valerio and I welcome Christian Jakenfelds to the show. Christian has a rich background in customer success, his tenure includes such companies as Tessian, and he is now at Planhat, fully immersed in all things CS.We speak to Christian ...
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Season 1
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Episode 6
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36:04
CSMs: Escalation Addicts? The View from Support
Are CSMs just Escalation Managers? Should CSMs respond to customers on support tickets? What can a CSM do to work well with the support team? Find out all of this and more when Valerio and William are joined by Geran Smith, who has spent time b...
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Season 1
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Episode 5
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40:39
Isn't a CSM Just a Fancy Account Manager? The View From outside SaaS
Our guest speaker today is Murat Mendi, who has worked as a CSM as well as IT manager and a variety of different roles on both sides of the vendor/customer divide. Listeners can enjoy our views on :Do non-SaaS IT companies need a Custom...
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Season 1
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Episode 4
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35:44
I didn't even know we had a Customer Success team... The View from Professional Services
In this lively episode, Valerio and I welcome John Tait as our guest. John has worked extensively in the world of Professional Services, which has given him a unique outsider's perspective on how software was shipped before and after the world ...
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Season 1
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Episode 3
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41:31
You're comping me on what, now???
This episode, Valerio and William welcome Marije Skobe-Pilley as their guest speaker. Marije has extensive experience as a CSM and Team Lead. Topics covered include:Should CSMs be commercially driven?Are Customer Success roles reces...
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Season 1
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Episode 2
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35:46