Strikedeck Radio: Customer Success Live

Strikedeck Radio: Customer Success Live

In this interview series, produced by Strikedeck, and hosted by Kristen Hayer, the CEO & Founder of The Success League, you’ll hear us get real with Customer Success leaders and professionals, on how they got into Customer Success, how they’ve disrupted current processes, created new ones, where they see CS going, and much more!

Episodes

Episode 109, Sandra Cashe, Setting Up for a CS Platform

January 11, 2022 • 25 mins
Join Kristen Hayer in conversation with Sandra Cashe, Chief Customer Officer at Veriforce. Sandra has been getting set up with a new CS platform and talks about her approach to preparing for new customer success technology in this episode.
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Ep 108, Jennie Li, Planning for Digital Customer Success

November 18, 2021 • 36 mins
Join Kristen Hayer in conversation with Jennie Li, Senior Manager of Digital Experience for Definitive Healthcare. Jennie has been working for the past year to build a team of CX professionals and develop the first iteration of their digital customer experience. She’s on the podcast today to talk about her approach.
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Ep 107, Tao Stadler, Scoring Utilization

November 4, 2021 • 30 mins
Join Kristen Hayer and Tao Stadler as they talk about Scoring Utilization in Customer Success. Tao has developed a report that essentially gives specific aspects of product utilization a score. They call this report the FUGA report. Tao will share more about why he developed this report, how he approached the project, and the results his team has been able to achieve.
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Ep 106, Irene Lefton, Customer Success from the Customer's Perspective

September 30, 2021 • 33 mins
Join Kristen Hayer in conversation with Irene Lefton, Customer Success Advocate and Author as they talk about what customers want from customer success teams, what works, what doesn’t work, and how to best position your CS team for a successful partnership.
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Ep 105, Bob London, How to Tear Down the Wall Between Customers and Vendors

September 16, 2021 • 50 mins
Join Kristen Hayer in conversation with Bob London, Founder and CEO at Chief Listening Officers as we discuss ways to tear down the wall between customers and vendors by spurring thought-provoking conversations.

Webinar Registration Link Here: https://bit.ly/3tBHhyl
The Success League Leadership Program: https://www.thesuccessleague.io/customer-success-leadership
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Ep 98, Donna Weber, Onboarding Matters

April 8, 2021 • 35 mins
Join Kristen Hayer in conversation with Donna Weber, President and Customer Onboarding Leader at Springboard Solutions as we talk about her book, "Onboarding Matters" and share some of her approaches.
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Ep 97, Sherrod Patching, TAMs vs CSMs

March 25, 2021 • 22 mins
Join Kristen Hayer in conversation with Sherrod Patching, Head of Global Technical Account Managers at GitLab Inc. talks about TAMs: what they are, why a company might choose to have TAMs instead of or in addition to CSMs, and how Gitlab has approached their choice of TAMs.
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Ep 96, Heather Matthews, Communication & Service in Customer Success

March 11, 2021 • 22 mins
Kristen Hayer in conversation with Heather Matthews, Managing Director and Head of Core Platforms at Agio talks about the tactics she has used to instill strong communication skills across her team.
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Ep 95, Jim Kalbach, The Jobs to be Done Playbook

February 18, 2021 • 28 mins
Join Kristen Hayer in conversation with Jim Kalbach, Chief Evangelist for MURAL as he shares some great ideas on ways to optimize the customer experience.
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Ep 94, Max Klimmek, Building & Scaling a Global CS Team

February 4, 2021 • 41 mins
Join Kristen Hayer in conversation with Max Klimmek, Global Head of Customer Success at Intercom as we talk about his approach to building the Intercom CS program to where it is today.
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Ep 93, Andrew Rowlands, Developing CS in a Non-SaaS Environment

January 21, 2021 • 32 mins
Join Kristen Hayer in conversation with Andrew Rowlands, Customer Success Design Lead at Telstra as he shares his approach and some of the challenges he has faced as he has taken on the task of building customer success in an organization that isn’t Software as a Service.
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Ep 92, Meredith Blanchar, Focusing on Value in 2021

January 7, 2021 • 25 mins
Join Kristen Hayer in conversation with Meredith Blanchar, Senior VP of Customer Success and Support at SailPoint as she talks about how Covid-19 has created a shift in customer success toward a focus on value, and how she is refocusing her team at Sailpoint on customer value as they move into 2021.
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Ep 91, Carl Gold, Fighting Churn with Data

December 17, 2020 • 29 mins
Join Kristen Hayer in conversation with Carl Gold, Chief Data Scientist at Zuora as he gives insight on how to collect data on, measure and address churn the right way.
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Ep 90, Mel Bilge, Moving into CS Leadership Through Growth

December 3, 2020 • 48 mins
Join Kristen Hayer in conversation with Mel Bilge, Manager, Customer Success at LearnDot as she’ll be sharing her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position.
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