Episode Synopsis: In this episode, we speak with JohnMunger, a seasoned Customer Success Manager specializing in cybersecurity and SaaS solutions. With a proven track record of driving customer retention and revenue growth, John shares insights from his experience at companies like Swimlane and Varonis. From building relationships with new stakeholders to delivering measurable value, John provides practical strategies for customer success professionals looking to excel in the rapidly evolving cybersecurity landscape.
What You'll Learn in This Episode:
💡 How to rebuild customer relationships when key stakeholders leave and turn potentially lost accounts into success stories
✅ The importance of being detail-oriented, dedicated, and adaptable in customer success roles across different industries
🎯 Strategies for customizing communication based on stakeholder personalities and asking powerful questions to direct conversations
Key Quotes:
🎤 "Dominic said, 'John, we're now able to respond to both phishing and sim triage cases 40% faster compared to the past. This renewal used to be questionable, but for me now it is confirmed.'"
🎤 "The person who asks the question has the power. That's the person who gets to direct where the conversation is going to go."
🎤 "As long as you're living by the values that are important to you, then you will be happy. You're not connected to that result anymore."
Meet The Interviewee:
John Munger is a Customer Success professional withexpertise in B2B SaaS and cloud technology companies, specializing in cybersecurity solutions. As a Senior Customer Success Manager at Swimlane, he managed a portfolio that grew from $5M to $7M in ARR while maintaining a renewal rate of over 90%. Previously at Varonis, he oversaw 40+ accounts managing $10M in business. John brings a unique global perspective from his experience as COO at CORARL Co. Ltd. and General Manager at Passerelles Numériques in Cambodia, where he even created the first recreational dodgeball league in Phnom Penh. He is currently seeking a Senior Customer Success Manager role in cybersecurity or SaaS, where he can leverage his expertise in customer engagement, renewal retention, and strategic growth.
References mentioned: The Confidence Gap by RussHarris, Atomic Habits by James Clear
How to Connect
🔗 LinkedIn: https://www.linkedin.com/in/john-munger/
📧 Email: johnmungercsm@gmail.com
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