Land and Expand
Conversations about business, AI, and customer success.
Episodes
Meet Joann Campbell, Head of Customer Experience Strategy at The Home Depot for over 25 years. If you think CX is fluffy and not connected to the business outcomes, this episode is for you.
Learn how the Customers First Initiative drove revenue outcomes and organizational alignment in this massive, distributed organization.
You can connect with Joann on LinkedIn: https://www.linkedin.com/in/jhc03/
Would be honored to have you lik...
Rachel Orston and Jay break down the concept of Smart Brevity. This is a practical guide that was a good refresher for us and hopefully a good primer for if you haven't read it.
Let us know what you think.
Jay Nathan and CJ Gustafson delve into the intricacies of SaaS valuation multiples, the importance of revenue metrics, and the dynamics of company ownership in both public and private markets. CJ shares insights from his experience as a CFO, emphasizing the significance of understanding financial reports and the implications of valuation on employee equity.
The discussion also touches on current trends in private markets, highlight...
In this conversation, Jay Nathan and Nikki Bishop discuss the critical role of customer success in the life sciences industry, particularly in the context of delivering life-saving therapies. Nikki explains how Emerson's technology and customer success strategies are designed to enhance the efficiency of pharmaceutical manufacturing.
They delve into the complexities of regulatory compliance, the importance of industry expertise in ...
Kate Peter, Chief Customer Officer at PayScale, sits down with host, Jay Nathan, to explore the evolution of customer success and why the CSM role is one of the "most quit" jobs in 2024 per Payscale's data. Kate and Jay exchange insights on preventing burnout in CSM teams by unbundling roles, improving cross-functional alignment, and using automation to eliminate inefficiencies.
The pair also dive into t...
In this conversation, Jay Nathan and Pete Harris discuss the interplay between physical health, work-life balance, and career progression. Pete shares his journey from audit to becoming the Chief Operating Officer at Pipedrive, emphasizing the importance of curiosity and execution in leadership roles.
They also delve into the complexities of customer success in a product-led growth model, highlighting the need for effective onboard...
In this solo episode of Land and Expand, host Jay Nathan dives into the foundational SaaS metrics every leader should know cold: ARR (Annual Recurring Revenue), Gross Retention, Net Retention, and Renewal Rates. Drawing on a pivotal moment early in his career, Jay unpacks how these metrics work, why they matter, and how they influence the health and growth of a SaaS business.
You’ll learn:
- The difference between ARR and MRR, and ...
Welcome to Land and Expand, the podcast for customer success leaders.
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