Moments of Truth
Brian LaFaille: Leveraging Analytics & Data to Empower CS
MoT #31: Brian LaFaille from Looker discusses discuss how Customer Success teams can effectively empower their CSM’s by leveraging analytics and data effectively.
Melinda Gonzalez: Career Paths In and Out of Customer Success
MoT #30: Melinda Gonzalez from WeWork discusses the various career paths available from and to customer success. Melinda recounts her days at Salesforce along with other experiences that lead her to become a well-rounded customer success exec.
David Verhaag: Dealing with Difficult Customers & Situations
MoT #28: David Verhaag from Olifano discusses the difference between difficult customers and difficult situations and provides some really good advice and best practices on how to best deal with them.
Michael Fluvio: What To Look For in Early CS Hires
MoT #27: Michael Fluvio from Procore talks about his experience scaling a success team in a very early stage company, specifically what he looked for in CS team members, and some opinions on EQ.
Nimesh Mathur: The Importance of Domain Expertise in Customer Success
MoT #24: Nimesh Mathur from Pluralsight discusses his perspective on the value for a customer that has a domain expert involved in delivering a positive outcome.
Lauren Hayes Brown: Making a Great First Impression in Onboarding
MoT #23: Lauren Hayes Brown from BloomAPI discusses the importance of making that great first impression during the initial onboarding process and what can happen if that process goes awry.
Toby Lucich: The Importance of Change Management to Customer Success
MoT #22: Toby Lucich from Return Leverage discusses the importance and value of leveraging Change Management tools and communication methods to drive adoption and ensure customers are reaching their desired outcomes.
Gavin Cummings: Simplicity In The Face of Complexity
MoT #21: Gavin Cummings from OverOps discusses how important it is to keep things simple even if you’re dealing with complex technologies, topics or situations.
David Verhaag: What It Takes to Be Successful in CS
MoT #20: In this MOT, David Verhaag from Olifano talks about how he got his start in customer success and provides some insight into the skills and capabilities required for someone to truly be successful in a customer success role.
Gavin Cummings: Active Listening Skills for Customer Success
MoT #16: Gavin Cummings from OverOps talks about one of the most important aspects of customer success, active listening skills.
Sherrod Patching: SMART Objectives and the Customer Journey
MoT #15: Sherrod Patching, CCO of Leadspace, discusses the importance and value of using the SMART framework for driving and navigating the customer journey.
Bonnye Hart: The Guided Journey of Internal Onboarding
MoT #12: Bonnye Hart from thinQ applies the concepts of mapping and operationalizing a customer journey to the internal onboarding of new employees.
Michael Fluvio: Leveraging Benchmarking to Drive Adoption
MoT #11: In this MOT, Michael Fluvio from Procore talks about using benchmarking to drive the discussion and actions around adoption.
Shari Srebnick: Change Management and Customer Success
MoT #10: Shari Srebnick from Searchmetrics talks about how driving adoption and customer value realization is an exercise in change management and approaching it any other way is the folly of fools.
Will Toms: Adding Customer Success to an Existing $250M ARR Business
MoT #9: In this MOT, Will Toms from Rimini Street discusses how he and the team are working through the challenges of adding a customer success function, process and systems to an existing $250m revenue run rate business.
Lauren Hayes Brown: CS Focus Areas for Early Stage Startups
MoT #8: Lauren Hayes Brown from BloomAPI discusses the key operational aspects leaders should focus on when building out a Customer Success organization with an early stage company.
Susan Tran: Structuring Your CS Team for Efficiency & Scale
MoT #6: Susan Tran from Spoke discusses how to approach establishing and preparing yourself for effective and fiscally responsible scaling at an early stage while addressing multiple customer segments from SMB to the Enterprise.
Cole Sanders: Juggling Your Most Valuable vs. Most Vocal Customers
MoT #5: Cole Sanders from ClientSuccess discusses how to successfully balance your most valuable and most vocal customers.
Gavin Cummings: Military Teachings on Customer Success
MoT #4: Gavin Cummings from OverOps discusses a concept learned when training with the Seals during his time in the military which translates quite well to customer success.
Michael Buccellato: Focus On Time To Value in Onboarding
MoT #3: Michael Buccellato from Leanplum discusses the importance of time to value in onboarding and some strategies on how to be most prepared to drive fast time to value and deal with some of the challenges that might pop up during the process.