Success League Radio (Kristen Hayer)

This week Russel reviews an article from Harvard Business Review called “The ‘New You’ Business: How to Complete on Personal Transformations” by Lance Bettencourt, B. Joseph Pine II, James Gilmore, and David Norton. You can find this article in the January-February 2022 print edition of Harvard Business Review or on HBR.org.

Today, Kristen and Russell review the book Impact Players: How to Take the Lead, Play Bigger, and Multiply Your Impact, written by Liz Wiseman. This book explores how workers can really make a difference for their clients and their teams. Join Kristen and Russell to find out if it's worth the read.

Our next book is Remote Work Revolution: Succeeding From Anywhere by Tsedal Neeley. This research isn't just based on the Covid era, but dates back over a decade. Be sure to subscribe, so you don't miss it!

On this episode of Innovations in Leadership Kristen interviews Rachel Provan, the Director of Customer Success for Doodle. They talk about career paths, specifically the path from CSM to Director of CS.

Don't forget to subscribe to keep up to date with more great Customer Success stories.

On this episode of Innovations in Leadership Kristen interviews Kim Landau, Customer Success Solutions Manager for Monday.com. Listen in as they talk about the work she has been doing with the Monday.com Scale team, and she’ll be sharing her framework for working with a group that is designed to deliver CS at scale.

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On this episode of Innovations in Leadership Kristen interviews Alex Farmer,  the Vice President of Customer Success for Cognite, and we’re going to talk about how to leverage community in high touch programs.

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Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. On our debut episode, hosts, Kristen Hayer and Tim Van Lew, interview Easton Taylor. Easton is the VP of Customer Success at Gainsight and will share the story of how he ended up at Gainsight and the benefits of a cohesive CS Charter.

Don't forget to subscribe to stay up-to-date on Customer Success best practices!

Today, Kristen and Russell review the book Remote Work Revolution: Succeeding From Anywhere by Tsedal Neeley. This research isn't just based on the Covid era, but dates back over a decade. Join Kristen and Russell to find out if it's worth the read.

Our next book is The Effective Hiring Manager by Mark Horstman.  Be sure to subscribe, so you don't miss it!

On this episode of Innovations in Leadership Kristen interviews Jay Nathan,  the CCO of Higher Logic, and they’re going to talk about how to build communities with your brand.

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On this episode of Innovations in Leadership Kristen interviews Chris Hicken,  the Co-Founder and CEO at 'nuffsaid. They’re going to talk about how you can lead your company's growth through Customer data.

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Today, Russell reviews the Harvard Business Review Article, How To Get Your Big Ideas Noticed by the Right People by Andy Molinsky and Jeff Tan. This article may be from April 2021, but as you'll hear from Russell, the ideas are still relevant.

Our next book is The Effective Hiring Manager by Mark Horstman.  Be sure to subscribe, so you don't miss it!

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 Jean Nairon, VP Global Services Operations, UiPath.

Don't forget to subscribe to stay up-to-date on Customer Success best practices!

On this episode of Innovations in Leadership Kristen interviews Ari Hoffman, the Global Director of Customer Advocacy at Crowdvocate, and they're going to talk about the history and future of customer marketing, and how customer marketing and customer success can team up to create advocates.

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Today, Russell reviews an article from Harvard Business Review called “Where do Salespeople Fit in the Digital World?” by Andris A. Zoltners, PK Sinha, Sally E. Lorimer, and Ty Curry.

Our next episode will be reviewing The Effective Hiring Manager by Mark Horstman.  We loved his last book, The Effective Manager, and can't wait to talk about the new one. Be sure to subscribe, so you don't miss it!

On this episode of Innovations in Leadership Kristen interviews Marco Carrubba, who is a Customer Success Director and has worked for Vodafone, VMWare and Microsoft. He was named a Top 100 Customer Success Strategist in 2021. Marco and Kristen will talk about how to cultivate and maintain a Growth Mindset in the customer success field.

Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

Kristen and Russell review  The Effective Hiring Manager by Mark Horstman.  This is the second book by Mark that we've reviewed on RFS and it's a great one! This episode is full of insight, so check it out!

We'll be taking a break from books for a bit and reviewing magazine articles. If you have any suggestions for books to be featured on RFS, please let us know! Be sure to subscribe and share RFS with other Customer Success professionals.

On this episode of Innovations in Leadership Kristen interviews Maranda Dziekonski, CCO of Swiftly, and they’re going to talk about how to build strong leaders within your team.

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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 Chris Bohle, the Director of Value Consulting and Strategy for Gainsight.

Don't forget to subscribe to stay up-to-date on Customer Success best practices!

On this episode of Innovations in Leadership Kristen interviews Bill Cushard, head of Partner Success at DragonBoat.io.  The topic today is Outcome-focused Partner Success. What makes Partner Success different from Customer Success and how can it help your business? Join in and find out! 

Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

On this episode of Innovations in Leadership Kristen interviews Mike Baggley, the VP of Customer Experience for Igloo. They'll talk about his first 90 days as a leader at Igloo and why this time is so important in the path to becoming a successful manager.

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On this episode of Innovations in Leadership Kristen interviews Evan Rich, the VP of Operations & Global Services at NS1. They'll talk about how to scale a customer success program, AI integration and Evan's work with companies like paceapp.com.

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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 Michael Reynolds, the Customer Operations Manager at HealthJoy.

Don't forget to subscribe to stay up-to-date on Customer Success best practices!

On this episode of Innovations in Leadership Kristen interviews Lauren Costella, VP of Customer Success at Goodtime.io. They'll talk how to set effective customer expectations and more.

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On this episode of Innovations in Leadership Kristen interviews Dana Alvarenga, VP of Customer Experience at SlapFive. They'll talk about the pros and cons of being a one-person team and what it takes to provide excellent Customer Success!

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Kristen and Russell review an HBR article titled  “What You’re Getting Wrong About Customer Journeys”, by Ahir Gopaldas and Anton Siebert. This article focuses on a customer journey framework created by the authors called the Customer Journey Matrix. 

We'll be taking a break from books for a bit and reviewing magazine articles. If you have any suggestions for books to be featured on RFS, please let us know! Be sure to subscribe and share RFS with other Customer Success professionals.

On this episode of Innovations in Leadership Kristen interviews Brian Hartley, Sr. Director, Customer Success at RFPIO. Their discussion is focused on the career paths of Customer Success professionals and how leaders can help their team stay on track.

Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

On this episode of Innovations in Leadership Kristen interviews Kalina Bryant, Founder of UnapologeTECH. Their discussion is focused on supporting gender and racial equality in the field of Customer Success and how you can make a difference.

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On this episode of Innovations in Leadership Kristen interviews Ejieme Eromosele, who is VP of Customer Success and Account Management at Quiq, and the founder of Success in Black. Their discussion is on the impact of the pandemic over the past several years on work and management, covering topics like changes that have come up with remote work, ways that we need to engage with our teams differently, and ways to speak up for change.

Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

On this episode of Innovations in Leadership Kristen interviews Harini Gokul, who is Head of Customer Success at Amazon Web Services. Harini shares her insight on how to be strategic about your Customer Success journey, building your CS team, and implementing best practices.

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Kristen and Russell review a Harvard Business Review article titled, "Leadership In a Politically Charged Age", by Nour Kteily and Eli J. Finkel. We live in very divisive times and more and more, people are bringing their political beliefs with them to the workplace. This article discusses some ways that managers can approach this issue to help build stronger teams.

We'll be taking a break from books for a bit and reviewing magazine articles. If you have any suggestions for books to be featured on RFS, please let us know! Be sure to subscribe and share RFS with other Customer Success professionals.

On this episode of Innovations in Leadership Kristen interviews Yair Bortinger, who is Head of Customer Success Operations at ControlUp. Yair shares his journey in the world of Customer Success, strategies for taking on a large workload with a small team, how to build a digital engagement plan and more.

Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

On this episode of Innovations in Leadership, Kristen interviews Claire O'Regan, Director of Customer Success at Juro. Claire is the winner of the Customer Success Excellence award for CS Leader of the Year and she has some amazing experience building a CS team from scratch Tune in to hear her thoughts on the process.

Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

Kristen and Russell review a Harvard Business Review article titled, "Managing Up When Leadership Is Stuck in the Weeds", by Ian Gross and Samir Ranavat. This article explores ideas for how to keep an eye on the big picture when management gets lost in the details.

We're excited to announce the start of our next book! The book is “The Customer Education Playbook: How Leading Companies Engage, Convert, and Retain Customers” by Barry Kelly and Daniel Quick. Both authors are with Thought Industries, where Barry is the CEO and Daniel is the SVP of Content Strategy. 

Be sure to subscribe and share RFS with other Customer Success professionals.

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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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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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.

Don't forget to subscribe to stay up-to-date on Customer Success best practices!

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.

Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

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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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, 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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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.

Don't forget to subscribe to stay up-to-date on Customer Success best practices!

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.

Don't forget to subscribe to stay up-to-date on Customer Success best practices!

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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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 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 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 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 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 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.

Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

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.

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.

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!

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!

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.

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.

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.

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.

Discover the future of Customer Success with Julie Fox, Global Director of Customer Success at Cin7, as she shares her journey into her transformative new role. Julie is driving her team towards a proactive, predictive model while also enhancing upsell and cross-sell strategies. Learn how Julie is navigating the dynamic environment of Cin7, an inventory management solution, and addressing the unique challenges and rewards of her role.

Julie highlights the significance of community networking, and how leveraging personal and professional connections can provide substantial support during a job search. Engaging in thorough research and actively participating in dialogues are key strategies she emphasizes for meaningful, two-sided engagement in job searches, especially for leadership roles.

Listen as host Kristen Hayer discusses with Julie transitioning from an individual contributor to a senior leader, the importance of mentorship and feedback, and the transformative journey towards confident, strategic leadership. 

Unlock the secrets of how AI can revolutionize the customer success space with insights from Pallavi Gadepalli, the dynamic founder and CEO of Stealth AI Startup. Pallavi's fascinating journey from developer to product manager and ultimately to customer success sets the stage for her unique perspective on integrating AI into high and mid-touch customer success roles. Her company's AI assistant, inspired by Jarvis from Ironman, promises to automate repetitive tasks and enhance in-call experiences, making customer success managers not only more efficient but also more effective in their roles.

Prepare to reimagine how your organization handles customer interactions with Pallavi's vision of a unified customer experience. By harmonizing high-touch customer success management with low-touch digital strategies, Pallavi demonstrates how feedback from high-value customers can create a centralized, comprehensive knowledge base. This approach ensures that sales, support, and service teams all work from the same playbook, leading to more cohesive and effective customer journeys. Discover how AI can assist CSMs in preparing for customer interactions by organizing key stages such as kickoff, onboarding, and renewal, making every step of the customer experience more streamlined and impactful.

Tune in for actionable insights from industry leaders and practical strategies for leveraging AI to transform your customer success efforts.

Thanks for joining us at Success League Radio! We have big things coming in 2022 and are looking forward to sharing them with you. 

Welcome to the first episode of Innovations in Leadership! On this podcast, Kristen Hayer will be interviewing leaders in the the Customer Success field, exploring the evolving and developing world of CSS and how it can shape the customer experience.

In our first episode, Kristen interviews Ryan Andersen, the Sr. VP of Client Success for MedInsight Milliman. Join in to learn about how his team has leveraged insights and advice from 3rd parties to refine their customer success approach.

Be sure to subscribe for new episodes and updates! Don't forget to leave a review!

In this episode, Kristen and Russell review:

• Intangibles: Unlocking the Science and Soul of Team Chemistry by Joan Ryan

Join them as they discuss what the things they loved about this book and Joan's thoughts on what makes a great team. Joan is an award-winning sports journalist and has some amazing insight into team chemistry that may be relevant to not only CS teams, but any group dynamic. 

Be sure to listen closely to find out what book Kristen and Russell will review next!

In this episode, Kristen interviews Joan Ryan, author of Intangibles: Unlocking the Science and Soul of Team Chemistry. Joan is an award winning sports columnist with years of stories and experiences. Join her and Kristen as they discuss teamwork, dynamics and the writing process.

On this episode of Innovations in Leadership Kristen interviews Debra Squyers, the Chief Customer Officer of HackerRank. Listen in as they discuss the twists and turns of their career paths, retaining and attracting strong talent to your customer success program, along with organization and motivational fit.

On this episode of Innovations in Leadership Kristen interviews Megan Bowen, the Chief Operating Officer of Refine Labs and they dig into how to a great employee experience creates the environment needed to create an exceptional customer experience.

On this episode of Innovations in Leadership Kristen interviews Sydney Strader, the VP of Customer Success at Catalyst. Join them as they talk about the customer experience, and specifically about how to raise the bar for the customer experience on a CS team.