The Customer Success Podcast show

The Customer Success Podcast

Summary: The Customer Success Podcast aims to uncover the stories, perspectives, and best practices around the leading Customer Success programs. Hosted by Allison Pickens(Chief Customer Officer at Gainsight), she shares those stories alongside an all-star roster of special guests.

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 Learning from Churn and how CSMs can become better investigative journalists | File Type: audio/mpeg | Duration: 00:23:13

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Losing customers to churn is painful, we can’t deny that, but it is key for businesses to make the most out of these situations and learn from their customers’ experiences in order to evolve and better serve others. In today’s episode, we’re joined by Natasha Narayan, CEO and Co-Founder of IcebergIQ, to chat about the hidden value inside businesses and customers’ worst nightmare: churns. When customers decide to leave, it’s for good, and CSM professionals must learn to properly handle these situations. Listen to this episode to learn how to extract the best feedback from your customers for your own improvement, and how to prevent a future churn with the adequate interview in the first place. In this industry, it all comes down to your communication and listening skills, if you want to work on them even further, this episode is definitely for you. Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at, send us an email at or contact us through our social media channels as @studiopodsf. StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to

 Why Win/Loss Analysis is Essential for Customer Success with Natasha Narayan (CEO, IcebergIQ) | File Type: audio/mpeg | Duration: 00:34:08

In this episode, Ruben Rabago(Chief Strategist, Gainsight) sits down with Natasha Narayan(CEO, IcebergIQ) to examine and discuss why Win/Loss Analysis is essential for customer success-driven organizations, why she co-founded IcebergIQ, and more.

 Onboarding Employees? Start with Customer Success. Featuring Jo Massie( VP OF CS, Slido) | File Type: audio/mpeg | Duration: 00:36:43

In this episode, Ruben Rabago(Chief Strategist, Gainsight) sits down with Jo Massie(VP of Customer Success, Slido) to discuss how Customer Success is at the center of every employee's onboarding, managing global teams, and more.

 Driving Systematic Success with Peter Armaly (Sr. Director, CS Business Advisory Services, Oracle) | File Type: audio/mpeg | Duration: 00:38:41

In this episode, Allison Pickens (COO, Gainsight) sits down with Peter Armaly (Senior Director of Customer Success Business Advisory Services, Oracle) to discuss how Oracle is using advisory services both externally and internally to drive success, how his team approaches CS organization, and more.

 The Power of Language in Customer Relationships with Yamini Rangan (CCO, Dropbox) | File Type: audio/mpeg | Duration: 00:27:46

In this episode, Allison Pickens(COO, Gainsight) sits down with Yamini Rangan (CCO, Dropbox) to discuss why the terms are so important within the customer relationship, how to breakdown silos between teams, and more.

 How Oracle Leads their Customer Success team with Catherine Blackmore (GVP of CS, Oracle) | File Type: audio/mpeg | Duration: 00:40:37

In this episode, Ruben Rabago (Chief Strategist, Pulse Programs) sits down with Catherine Blackmore (Global Vice President of Customer Success, Oracle) to discuss how Oracle's customer success team operates, how to incentivize your customer success team, and what Oracle is doing to increase diversity within their recruiting pipeline.

 Accountability-driven Success with Stefanie Caldwell (NarrativeScience) & Matt Davis (AlphaHQ) | File Type: audio/mpeg | Duration: 00:33:42

In this episode, Brian Brannon (Marketing Program Manager, Gainsight)sits down with Stefanie Caldwell (VP of CS, NarrativeScience) and Matt Davis (Head of Revenue, AlphaHQ) to discuss why accountability is crucial for success, the importance of discovery for a CSM, and more.

 How To Create A Diverse Customer Success Team With Carine Roman | File Type: audio/mpeg | Duration: 00:31:13

In this episode, Allison Pickens (COO, Gainsight) sits down with Carine Roman (Global Head of Customer Success, Linkedin Talent Solutions) to discuss how to create a diverse customer success team, why the process is important in gathering a diverse recruiting pipeline, and more.

 Trends in Customer Success Team Culture with David Sakamoto (VP of Customer Success, GitLabs) | File Type: audio/mpeg | Duration: 00:27:45

In this episode, Allison Pickens (COO, Gainsight) sits down with David Sakamoto (VP of Customer Success at GitLabs) to discuss a recent study he completed on cultural trends within CSM teams, what it means for the industry, and how to develop a leading CS culture.

 How KeepTruckin Manages their CS program while adding a thousand customers a week with John Gleeson | File Type: audio/mpeg | Duration: 00:31:26

In this episode, Allison Pickens (COO, Gainsight) sits down with John Gleeson (Head of Customer Success - Upmarket, KeepTruckin) to discuss how KeepTruckin has managed to effectively scale their customer success team while adding a thousand customers a week, and more.

 Efficiency and Effectiveness of the Customer Success Manager with Peter Armaly | File Type: audio/mpeg | Duration: 00:33:26

In this episode, Allison Pickens (COO, Gainsight) sits down with Peter Armaly (Senior Director of Customer Success Business Advisory Services, Oracle) to discuss his experience in helping to build Oracle's customer success team, how CSMs can become more efficient, and how to drive effectiveness through process.

 What the Board Expects in a Customer Success Team with Kristina Shen (Partner, Bessemer) | File Type: audio/mpeg | Duration: 00:36:50

In this episode, Allison Pickens (COO, Gainsight) sits down with Kristina Shen (Partner, Bessemer Venture Partners) to discuss what she's learned about the most successful customer success teams as a board member, what type of performance indicators the board expects from a customer success team, and more.

 How IBM Leads With Customer Success | File Type: audio/mpeg | Duration: 00:28:40

In this episode, Courtney Hauser (Senior Global Customer Outcomes Manager, Gainsight) sits down with IBM's Executive Customer Success team including David Sawatzky (Vice President, SaaS & Customer Success, Cognitive Solutions at IBM), Beth Ann Vaughn (Vice President, Worldwide Sales Leader, IBM), and Sanders Slavens (VP - Customer Success, Professional Services and Product Support, IBM)to discuss how IBM is leading with Customer Success, how they manage their customer success teams, and more. David, Sanders and Beth Ann's views are their own and don't necessarily represent IBM's positions, strategies or opinions.

 Unboxing The Role of Chief Customer Officer with Jon Herstein (CCO, Box) | File Type: audio/mpeg | Duration: 00:42:28

In this episode, Allison Pickens (COO, Gainsight) sits down with Jon Herstein (Chief Customer Officer, Box) to discuss his rise from Head of Customer Success to Chief Customer Officer, how Box approaches customer success, presenting customer success metrics to the board, and more.

 How to Create an Effective Journey Map for Your Customers with Jane Bossert (CSM, IBM) | File Type: audio/mpeg | Duration: 00:21:36

In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Jane Bossert (CSM, IBM) to discuss how her team is streamlining time-to-value by creating data-backed journey maps, enabling customers with self-assisting content, and more.


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