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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Podcasts:

 How Smartsheet Closes the Gap Between Product and Customer Success with Lada Gorlenko | File Type: audio/mpeg | Duration: 00:22:42

In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Lada Gorlenko (Director of Experience Research, Smartsheet) to discuss how Smartsheet is developing new programs to help product teams and customer success teams work closer than ever.

 Enabling Your Customers To Achieve Their Desired Outcomes with Jessica Bobbitt | File Type: audio/mpeg | Duration: 00:20:41

In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Jessica Bobbitt(Senior Program Manager, Customer Success at Blackbaud) to discuss how Blackbaud is developing cutting edge content programs to help enable their customers to achieve their desired outcomes.

 How to Prevent Burnout as a Customer Success Manager with Rachel Jennings (CSM, Domo) | File Type: audio/mpeg | Duration: 00:32:10

In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Rachel Jennings (Customer Success Manager, Domo) to discuss her journey as a customer success manager, how to prevent burn out as a CSM, when to tell you customers "no", and more.

 How to Use Product Coaches to Increase Outcome Realization with Corey Pudhorodsky | File Type: audio/mpeg | Duration: 00:24:35

In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Corey Pudhorodsky (Director, Customer Success, Khoros) to discuss how Khoros is using Product Coaches to learn side-by-side with their customers, lower time-to-improvement with product teams, and more.

 The One Thing Every Board Member Thinks About with Skip Glass | File Type: audio/mpeg | Duration: 00:25:20

In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight)sits down with investor Skip Glass (Managing Director, Union Square Advisors) to discuss why he believes customer success is the key for companies looking to produce next-generation revenue growth, what he looks for when advising companies on customer-centricity, and more. Disclaimer: All views expressed by Skip Glass are his own and should not be taken as investment advice.

 Bootstrapping Your Customer Success Team with TaskRay's Mike Davis (VP of Sales and CS) | File Type: audio/mpeg | Duration: 00:25:05

In this episode, Brian Brannon (Corporate Marketing Manager, Gainsight) sits down with Mike Davis (VP of Sales and CS, TaskRay) to discuss their playbook for bootstrapping your customer success team, specializing existing functions within your team, and more!

 Focusing on Product Experience to Drive Customer Success | File Type: audio/mpeg | Duration: 00:37:45

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Mickey Alon, Chief Executive Officer, and Founder at Aptrinsic to discuss why a product experience focused approach to customer success is necessary to future-proof your endeavors

 Why Developing Your Customer Success Team Is Essential For Success with Jamey Jeff | File Type: audio/mpeg | Duration: 00:41:23

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jamey Jeff, Managing Director of Customer Success at Coastal Cloud to discuss why creating a career development program may be the single most important ingredient to attracting and retaining the best customer success teams.

 How Slack Delivers Exceptional Outcomes at Scale w/ Christina Kosmowski (Head of Global CS, Slack) | File Type: audio/mpeg | Duration: 00:44:50

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Christina Kosmowski, Global Head of Customer Success & Services at Slack to discuss how Slack has effectively scaled it's customer success team throughout it's hyper-growth, why tech-touch is essential for every mature customer success organization and more.

 Driving Innovation through Customer Success w/ Ray Mitra (Global Head of CS, GE Digital) | File Type: audio/mpeg | Duration: 00:25:12

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Ray Mitra, Global Head of Customer Success & Services at GEDigital to discuss how he and his team are driving innovation through cutting-edge customer success programs, why finding purpose outside of work is crucial to driving customer outcomes and more.

 How to Accurately Compensate your Customer Success Team with Krista Anderson (CCO, Okta) | File Type: audio/mpeg | Duration: 00:27:24

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Krista Anderson, Chief Customer Officer at Okta to discuss how she's approaching compensating her customer success team, key KPI's for bonus plans and more.

 Adopting a Prescriptive Approach to Customer Success w/ Patrick Lawler (Dir. of CS, Azuqua) | File Type: audio/mpeg | Duration: 00:28:46

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Patrick Lawler, Director of Customer Success and Services at Azuqua to discuss how Azuqua is adopting a prescriptive approach to customer success and what is means for their customer base.

 How to Create Valuable Customer Insights at Scale with Alaa Badr (VP of Cloud Services, VMware) | File Type: audio/mpeg | Duration: 00:40:52

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Alaa Badr, VP of Cloud Services at VMware to discuss how his team is creating valuable customer insights across their portfolio, managing an at-scale customer success team and more.

 The Key to Engaging Advocates with Howard Tarnoff (Managing Director, Customer Success LLC) | File Type: audio/mpeg | Duration: 00:24:17

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Howard Tarnoff, (Managing Director, Customer Success LLC) to discuss how advocacy is changing the way companies grow revenue and get new customers.

 Why Customer Success Drives Company Success with Dennis Fois (CEO, NVM) | File Type: audio/mpeg | Duration: 00:35:07

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Dennis Fois, Chief Executive Officer at NewVoiceMedia to discuss how NVM is driving customer outcomes through company success and more.

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