Have you grappled with the complexities of customer success programs, especially in a year fraught with industry shifts and layoffs? Join our host Kristen Hayer and our esteemed guest, Parul Bhandari, founder of South Asian Success, as we tackle the evolution of Customer Success and the imperative of retention focus in today's businesses. They discuss  the controversial role of CS teams in managing renewals, drawing on our own initial stumbles to highlight the essential preparation and skill-building necessary for triumph in this domain.

Parul and Kristen don't shy away from the contentious debate on revenue stewardship after the first sale, pondering the reconfiguration of compensation structures and how it can challenge CSMs to promote customer value and revenue growth simultaneously. Plus, we dissect the strategic placement of Customer Success within organizational hierarchies and how it reflects on their pivotal role in maintaining revenue streams.

They also share personal accounts of how machine learning and generative AI are revolutionizing the way we analyze data, communicate with customers, and streamline strategic planning. Tune in and arm yourself with the insights to propel your customer success initiatives into the future.

Ever wondered what's in a job title? Jeff Heckler, a seasoned Customer Success guru, joins the podcast to unravel the significance of titles in the CS world and how they impact both personal and organizational dynamics. As we traverse Jeff's journey from business intelligence to leading the charge in customer engagement, you'll learn how titles such as "Head of Customer Success" can translate into real-world challenges and triumphs. 

Navigating the corporate ladder isn't simply about climbing; it's about mastering the rungs you step on. This episode will illuminate the often overlooked emotional labyrinth that accompanies promotions and leadership roles. For those feeling out of step with traditional career paths, our discussion on entrepreneurial leadership may just spark the inspiration needed to carve out your own success story in the world of Customer Success.

Join us for a candid conversation that promises to leave you with a fresh perspective on your role in Customer Success and how to leverage your position for maximum impact.

Unlock the secrets to revolutionizing your Customer Success journey with Ryan Ballein, a trailblazer in the CS arena. You'll hear invaluable insights from Ryan's transition from sales to leadership and his expert strategies for building a robust CS function from the ground up. Kristen and Ryan's conversation focuses on implementing digital-first customer engagement, emphasizing automation's role in freeing up CS managers for more meaningful work, thus amplifying customer satisfaction and employee fulfillment.

Unlock the secrets of customer value with Lakshmi Neelakantan from SAP, as we delve into the world of Platform as a Service (PaaS). Lakshmi has an extensive background in computer science and offers valuable insights, from leveraging the SAP Business Technology Platform to accelerating the journey of value realization for customers.

Listen as we discuss fostering customer relationships that make renewals second nature. With Lakshmi's expertise, this episode is a journey into the heart of Customer Success in the ever-evolving platform ecosystem.

Ever wondered what it takes to leap from being an individual contributor to a leader? Jump in as we pique your curiosity and unravel this mystery with Sumitra Narayanan, a seasoned professional at Braze who leads a CS scale team. Sumitra generously shares her experiences, discussing her path from a humble contributor to becoming a key leader in her field. Her tale is laced with lessons, insights, and a wealth of knowledge that will prove invaluable to those looking to chart a similar course in their careers.

The conversation progresses to explore the art of decision-making as a leader, and how to maintain harmony between employee happiness and business needs. We also cast a spotlight on the emerging leadership trends in customer success, emphasizing the importance of balancing empathy for people with the drive for results. 

Join us on this revealing journey into the heart of leadership in customer success!

Ready to revolutionize your customer success strategies? Join me, Kristen Hayer, founder and CEO of The Success League, as we decode how to achieve this by harnessing the power of Total Search. Buckle up for an engaging discussion with Prasanna Dhungel, co-founder and managing partner of GrowByData. We’re breaking down how marketing tools like Total Search can drive efficiencies in customer success programs. Together, we'll navigate through the importance of understanding what your customers are searching for on Google, and how these insights can help you stay ahead of market trends and threats.

We'll also share some insights on how to use Google as a resource to understand platform evolution, and assess your brand's online presence. Get ready to explore the need for customer success leaders to be proactive and adaptable in the fast-paced digital world.

Listen in as we analyze the changing landscape of customer success and the day-to-day tasks of being a frontline employee. Don't forget to subscribe for more insights into the world of customer success!

Join us as we sit down with Duta Sadeep, a veteran in the world of customer success, as he unveils hidden facets of this critical aspect of an organization. Duta shares how he stepped into this influential role and paints a vivid picture of why the true significance of customer success often gets overlooked. He also introduces us to the broader metrics of value - customer lifetime value, CSAT, and NPS, taking us beyond the standard measures.

In the latter part of our chat, Duta stresses on the untapped potential of the paid packages, and how it can strike an ideal balance between customer expectations and vendor offerings. He gives us an insider's perspective on how to supercharge a customer success program based on his own experiences. Duta helps us understand why we need to take into account the opportunity cost of reactive customer work, how to choose the right service model, and ways to quantify the intangible benefits of a customer success program. He wraps up with a profound discussion on expansion, upselling, and cross-selling within the realm of customer success, and the paramount role of referenceability in customer-led growth. This is one episode you'll want to play on repeat for all its enlightening insights.

Ever felt the pressure of leadership, the gnawing stress, and the looming threat of burnout? You're not alone. I, alongside my special guest, Ryan Johansen - founder of HumanLeadership.io and mentor to leaders at Amazon and HubSpot - discuss the pitfalls and pressures leaders often face. From his personal journey shifting careers from pharmaceutical sales to software, Ryan recounts his own brush with burnout and how it dramatically altered his life and approach to leadership.

We dissect the unique hurdles first-time managers encounter, from managing mental states to establishing trust and effectively delegating tasks. Ryan candidly shares his trials with imposter syndrome and the struggle of maintaining performance culture amidst these challenges. We also delve deep into the heavy responsibilities of leadership, the traps of micromanagement, and practical solutions to common time management issues.

We're not skirting around the tough stuff either. Mental health is a pressing issue in the workplace and we believe it's time to bring it into open discussions. We explore ways to enhance productivity, prevent burnout, and promote a healthier work environment. We also recognize the absolute necessity of resources for new managers, helping them grow, gain confidence, and guide their teams effectively. So, join us for this enlightening conversation and glean wisdom from the shared experiences and lessons in leadership and mental health.

On this episode of Innovations in Leadership, Kristen interviews Swati Garg, Founder & CEO of Melo Associates. They discuss the process of hiring and how to determine whether to hire from within your staff or if you should seek external candidates.

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On this episode of Innovations in Leadership, Kristen interviews Amber Monroe, Head of Enterprise Strategy at Paradigm Senior Services. Amber shares how her teams used surveys and interviews to help strengthen their customer success team.

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On this episode of Innovations in Leadership, Kristen interviews Todd Schiller, Co-founder & CEO, PixieBrix. They discuss the growth of AI tools and how it can help your Customer Success team.

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On this episode of Innovations in Leadership, Kristen interviews Michael Bojanski, Director of Customer Operations & Support at Learn to Win. They discuss helpful tools for creating a strong CS experience.

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On this episode of Innovations in Leadership, Kristen interviews Nik Mijic, Founder and CEO of Matik. They discuss the ins and outs of building value for your customers with a strong CS experience.

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On this episode of Innovations in Leadership, Kristen interviews Steve Cornwell, CEO at Northpass. They discuss the best ways to integrate education into your Customer Success program.

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On this episode of Innovations in Leadership, Kristen interviews Taylor Kniffin, Director of New Market Readiness at Engaged MD. They discuss the strategies Taylor used to build and grow a CS team that had the bandwidth and skills to really assist their clientele.

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Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization.

In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Nick Mehta , CEO at Gainsight, about Motivating and Engaging Your Team During an Economic Downturn.

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Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization.

In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Kerri Wienbeck , CS Ops leader at Calyx, about why might you choose to build a digital CS program.

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On this episode of Innovations in Leadership, we have the return of Lauren Costella, Chief Customer Office - Dental Intelligence, to discuss the art of implementing a self-serve style on boarding experience for customers.

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On this episode of Innovations in Leadership, Kristen interviews Parul Bhandari, Director of Customer Success at Aclaimant. They discuss how the field of CS can grow and mature.

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On this episode of Innovations in Leadership, Kristen interviews Mike Baggley, VP of Customer Experience at Igloo. They focus on how to grow and build a strong CS team.

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On this episode of Innovations in Leadership, Kristen interviews Phillipp Wolf, founder of Custify. The focus of the conversation today is making sure that customer service department is an integral part in the economic growth and success of a business.

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Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization.

In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Morgan Redwine , Manager, Customer Success Strategy & Operations at Dealerware, about why might you choose to build a digital CS program.

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On this episode of Innovations in Leadership, Kristen interviews Chitra Madhwacharyula, Customer and Partner Success Executive at HPE. The focus of the conversation today is building a CS Center of Excellence.

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On this episode of Innovations in Leadership, Kristen interviews Ziv Peled,
Chief Customer Officer at AppsFlyer. The focus of the conversation today is building and maintaining strong relationships in the field of Customer Success.

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