CS No BS

Today’s episode features an interview with Morgan Courtney, Director of Customer Success at Taskrabbit. Taskrabbit is a marketplace platform that makes the neighborhood a little more familiar by conveniently connecting people with Taskers to handle everyday home to-do’s. With expertise that includes strategy and program planning, customer success, behavioral science, product operations, community engagement, and so much more, Morgan enjoys building strategies for long-term goals and developing paths to get there—using operational, product, brand, and community approaches.In this episode, Morgan discusses working from a place of empathy, the methodology behind her recruitment mindset, and the importance of “dogfooding.”  --------Guest Quote:“Customer success is really an art and a science. You're working with people, and people are unpredictable. So it's really good to understand people and get close to people so that you can try to figure out, okay, how will messages be received? What is the best way to communicate? What is the most effective way to communicate? How do you frame a message? When and where do you reach people? So all of those things are really critical.” - Morgan Courtney --------Timestamp Topics:**(04:21) - The Taskrabbit model **(05:30) - Morgan’s journey **(14:27) - Biggest Obstacles **(23:32) - Morgan’s recruiting mindset **(35:44) - Quick Hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Morgan on LinkedInTotango.com

Today’s episode features an interview with Jay Nathan, EVP & Chief Customer Officer at Higher Logic. Higher Logic is an industry leader in cloud-based engagement platforms with a data-driven approach that gives organizations an expanded suite of engagement capabilities.By serving in a variety of executive roles across customer success, product, services, and account management, Jay has developed a powerful methodology for building, leading, and scaling SaaS companies serving a wide range of end markets and customer sizes.In this episode, Jay discusses the proper mindset to scale customer success, the challenges of counting on customer relationships, and his homegrown customer success community, Gain Grow Retain.  --------Guest Quote:“And now, as you take on leadership roles, and you know this because you do the same thing, you solve problems for groups of customers at a time, not just one at a time. And that's the beautiful thing about customer success and having a more strategic role, go-to-market planning, and all these other pieces is that you're actually solving problems at scale, which is more fun ultimately than solving them one at a time, at least for me.” - Jay Nathan --------Timestamp Topics:**(04:11) Jay’s journey to Higher Logic**(12:35) The importance of community in CS **(18:54) The Gain Grow Retain podcast **(29:51) Relationship, value, and engagement **(39:11) Quick hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Jay on LinkedInTotango.comLearn more about Gain Grow Retain

This episode of CS No BS features an interview with Eran Ashkenazi, Chief Customer Officer at SentinelOne. SentinelOne is a pioneer in delivering autonomous security for the endpoint, data center, and cloud environments to help organizations secure their assets with speed and simplicity. Eran is an experienced business-oriented technology leader with a mind for business development and customer focus. He’s a world traveler and resident speaker in company events and conferences. His technological experience related to pre-sale/post-sale activities includes consulting, design, implementation, and training. In this episode, Eran discusses the importance of maintaining gratitude for the customer, the challenges of prioritizing customer success within an organization, and the pitfalls of being too scrappy with tools. --------Guest Quote:“Innovation, tenacity, relentlessness, there's a lot of different values that got us to that particular point in time. But you know, I think everything starts with customers. Customers are the essence of existence for a vendor. And I think that vendors should never forget that, you know, as they focus on top end and bottom line, on savings or growth.Customers are the fuel that drives all of that, right? If you keep them in the center of your attention, then there's better chances of you succeeding, right? It's still a slim chance, by the way. Not many companies can go through this road and end up where we ended up. So we're very, very grateful for that, and we're grateful for our customers.” - Eran Ashkenazi--------Timestamp Topics:**(03:51) - Customers are top of mind at SentinelOne **(07:24) - Endpoint security **(16:39) - CS challenges **(25:43) - Mistakes along the way **(31:35) - Building out the digital journey**(37:38) - Quick Hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Eran on LinkedInTotango.com

Welcome to CS, No BS: Your practical playbook for delivering net revenue retention… the holy grail of customer growth. On our first season of the podcast, we’ve talked to some of the brightest minds and key voices in Customer Success. Today we’re bringing you a bonus episode where our recent guests spotlight the biggest BS in CS and share how to overcome it.--------Timestamp Topics:**(01:06) - Brent Cogswell**(03:10) - Maranda Dziekonski**(06:22) - Shona Fenner **(08:55) - Kerri Brown**(12:09) - Guy Nirpaz--------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInListen to Ep. 1: Customer journey as a product with Guy Nirpaz, Founder and CEO of TotangoListen to Ep. 2: The power of being proactive with Brent Cogswell, Head of Customer Success at Schneider ElectricListen to Ep. 3: Building CS from scratch with Maranda Dziekonski, Chief Customer Officer at SwiftlyListen to Ep. 4: Owning the moment trumps owning the customer with Shona Fenner, Sr. Customer Success Operations ManagerListen to Ep. 5: Delivering on customer expectations with Kerri Brown, Head of Customer Success Strategy Execution at SAPTotango.com

This episode of CS No BS features an interview with Kerri Brown, Head of Customer Success Strategy Execution at SAP. SAP is one of the world’s leading producers of software for the management of business processes, developing solutions that facilitate effective data processing and information flow across organizations.Kerri leads a global team of customer success strategy and execution experts to centralize and unify end-to-end customer engagement roles and processes across all geographies and functions including Sales, Services, Engagement & Renewals.  In this episode, Kerri discusses the importance of staying curious, promoting an internal common language to support changes within an organization, and how leveraging Totango has helped to exceed her customers' expectations.   --------Guest Quote:“When we first launched Totango, we had a lot of customer success professionals who'd been with us for a while, and they were definitely domain experts. And so the idea that we would institute a tool that would tell them what to do and when to do it was something that they had to understand. “Why? I already know what my job is. Do I really need a tool to do it?” Well, no, you don't need a tool to tell you. Of course, we know that, but what you do need is everyone orchestrated around the same customer experience in order to deliver upon the expectations of our customers.” - Kerri Brown --------Timestamp Topics:*(04:50) - First steps of a CS initiative *(08:02) - Getting aligned *(08:54) - Biggest CS challenges*(15:28) - SAP’s culture of innovation*(22:50) - Doman experts vs CS professionals*(26:32) - SAP’s CS model *(33:48) - Make it about the customer *(37:53) - Quick hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Kerri on LinkedInTotango.com