The Jasons take on...

Join us when we speak with Pat Phelan. Pat is the Chief Customer Office for GoCardLess, where he's responsible for building and scaling a best in class customer success organisation with leadership of Customer Onboarding, Support, Experience, CS management and Account Management disciplines globally. In this episode, Pat is going to talk to us about his journey to becoming a Chief Customer Officer. About Pat Phelan Pat is a seasoned CCO in the fintech space and has held a multitude of leadership roles in different GTM and commercial functions with some very fast-growing tech companies. Pat was the CCO at Brandwatch before GoCardless where in addition to the usual CS functions he also led a global account management team. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Jay Nathan. Jay’s the CCO for Higher Logic and one of the co-founders of Gain Grow Retain. In this episode, Jay is going to talk to us about strategic behaviour and how it relates to customer success. About Jay Nathan: Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes. He founded Customer Imperative, a company focused on helping B2B SaaS retain customers, grow revenue and scale customer success which he sold to HigherLogic and then in 2020 co-founded Gain Grow Retain, a community for customer success leaders. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Maranda Dziekonski. Maranda is the SVP of Customer Success at HourWork. She is seasoned customer success executive and leader and with extensive experience building and scaling teams in early and mid-stage startups and has been part of 3 companies who have all seen successful exits. In this episode, Maranda is going to talk to us about the future of the customer success manager role. ABOUT Maranda Maranda Dziekonski was until very recently the Chief Customer Officer at Swiftly. For those that don’t know Swiftly is helping us make our cities more efficient, and helping to improve service reliability, passenger information, and operational efficiency. But she joined the team at HourWork as their new SVP of Customer Success. Maranda is a vey well respected and well known leader in the customer success space and has extensive experience building and scaling teams in early and mid-stage startups and has been part of 3 companies who have all seen successful exits. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Ryan Johansen. Ryan is customer success leader based in Boston who has been an IC, Manager and Director of CS. In this episode, Ryan is going to talk to us about mental health as it relates to CSM's and their workloads. ABOUT RYAN JOHANSEN As a first time manager at a startup, Ryan ended up in a hospital because of a mental breakdown caused by workplace stress. After going to a dark place with mental health, he discovered putting your mental health first can actually have major career benefits.  Driven by a desire to help people avoid what happened to him, he started doing presentations on managing stress as a csm. This quickly took off and he has helped thousands of individuals at dozens of companies. He provides live training programs on how to manage stress, improve productivity, and change work for the better. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Jamie Bertasi. Jamie is the President and COO of Totango. Previously she was also the company's Chief Customer Officer. In this episode, Jamie is going to share her predictions for Customer Success in 2023! ABOUT JAMIE BERTASI She is responsible for the go-to-market, onboarding and customer success teams at Totango. A proven and trusted leader, Jamie has a demonstrated track record for building high-value experiences for customers and partners, delivering strong business results and building teams with a positive culture. Jamie is a recognized expert in go-to-market and customer success strategies. Before joining Totango, Jamie was the COO of HomeSuite and previously led TellMe to a successful acquisition by Microsoft." CONTACT JAMIE BERTASI https://www.totango.com/ https://www.linkedin.com/in/saas-executive/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Deborah Andrews. Deborah (aka "Debs") currently works across all post-sales functions at Unit4, alongside leading the Customer Success Operations and Digital teams. In this episode, Debs is going to talk about the world of customer success operations and why it's critical to businesses today. ABOUT DEBORAH ANDREWS Having a varied background in IT, Support, Operations and Customer Success Management for companies such as Sage, Gainsight and Salesforce, she actively collaborates to drive the awareness and implementation of customer centric initiatives that are intentionally designed to drive a seamless, leading-edge and sustainable customer experience. Success for All is her favorite mantra. CONTACT DEBORAH ANDREWS https://www.unit4.com/ https://www.linkedin.com/in/debscloud/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Alan Fecamp. Alan is a Director in Zeren’s Commercial team and has 20+ years of experience in senior level recruitment and Executive Search, and has worked extensively across the UK, EMEA, and US. In this episode, Alan is going to share his journey as the head of Customer Success at Zeren, an executive recruitment and head-hunting firm that works with innovative businesses to really help accelerate their growth. ABOUT ALAN FECAMP In more recent years, Alan has operated extensively in the post-sale arena, and has developed deep levels of expertise and networks within Customer Success. Prior to joining Zeren, Alan founded Just Digital in 2009 who built an exceptional reputation for helping Seed through Series C B2B SaaS companies hire for specialist commercial roles. This success led to Just Digital being Acquired by PIE Recruitment in 2019.  His core strengths are working with investor backed high growth tech businesses who are looking to build exceptional go-to-market teams across the globe, with a particular focus on Sales, Customer Success, and Operations. CONTACT ALAN FECAMP https://www.zerenglobal.com/ https://www.linkedin.com/in/alanfecampsaasrecruiter/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Rupesh Rao. Rupesh is the CEO and founder of CogniSaaS. CogniSaaS helps enterprise SaaS companies deliver customer-centric onboarding and implementation at scale. In this episode, Rupesh is going to share his experiences and insights in how to best help companies manage complexity during the onboarding and implementation process. ABOUT RUPESH RAO Rupesh has over 20 year’s experience globally (including US, EMEA and APAC) in leading multi-national companies as well as fast growing SaaS companies in multiple industry verticals. These roles include software engineer, account manager, Chief Customer Officer, and now CEO of CogniSaaS. CONTACT NICK MEHTA https://www.cognisaas.com/ https://in.linkedin.com/in/rupeshrao CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Nick Mehta. Nick is the CEO of Gainsight, the platform that helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. In this episode, Nick shares his view of the growing importance of Customer Success in the next 5 years. ABOUT NICK MEHTA Nick Mehta is a SaaS veteran. He works with a team of over 1400 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, parody music videos, and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try. CONTACT NICK MEHTA https://www.gainsight.com/ https://www.linkedin.com/in/nickmehta/ https://twitter.com/nrmehta CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Manuel Harnisch. Manuel is VP a seasoned VP of Customer Success with extensive experience building and leading CS teams with very technical products and technical teams. Many SaaS companies have technical staff in their product team, but, especially in the B2B space, they are focused on providing functionality that is used by non-technical users, such as front-office staff. We don’t often talk about what it takes to make customers of very technical products, with very technical staff, successful. Today we are going to change that. ABOUT MANUEL HARNISCH Manuel is a serial startup executive who most enjoys helping young companies and founders to develop and grow their Customer Success motions, particularly those who solve complex technical challenges for their customers. He has grown and led multiple customer success teams. On a personal note, he's been making the most of the COVID years by shedding 100lbs and spending more time with those who matter most in his life. Going forward, he's again looking to help early-stage XaaS companies in their Customer Operations and Success journey.  Contat MANUEL HARNISCH https://fossa.com/ https://www.linkedin.com/in/manuelharnisch/ mharnisch@topserv.info https://twitter.com/ManuelHarnisch   CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak Lynn Hunsaker. Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum. Lynn is joining us today to talk about CS leaders as the stewards of customer value. Lynn recently wrote an important article for My Customer talking about shrinkflation and skimpflation, and how during times of economic downturns many companies make the mistake of reducing the scope, content, and value of their products and services. Lynn shares insights about how this can harm your company, brand and customers. She also shares ideas about what you can do instead. ABOUT LYNN HUNSAKER Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum. She led company-wide customer experience transformation for many years at B2B Fortune 250 firms Applied Materials and Sonoco Products. Starting out in the Strategic Planning department, her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality. Lynn is a past CXPA Board member and she is a CXPA Recognized Training Provider, Certified Customer Experience Professional, Professional Certified Marketer, Certified Quality Manager, and Certified MBTI Practitioner. She is past president of Silicon Valley American Marketing Association and Bay Area Association for Psychological Type, and past co-chair of several CXPA committees. She was the first in the world to benchmark marketing operations practices, and she also designed the first ever global study of B2B customer experience practices, which she conducted for 5 years. Lynn is author of 3 Kindle handbooks, including Innovating Superior Customer Experience and Metrics You Can Manage for Success. She is one of five recipients of CustomerThink's Hall of Fame Award. Lynn’s current passion, and life work repository, is the Experience Value Exchange subscription community, which she cofounded to help your extended CX team make CX a team sport across your company's non-customer-facing groups, for a 1-to-1 ratio between your brand promise and customers’ realities. CONTACT LYNN HUNSAKER CX Team Sport Awards: ClearAction.com/cx-team-sport-awards Experience Value Exchange: ClearAction.com/team-sport Experts’ CX+EX+PX MasterClass: ClearAction.com/leader CX Playbook: ClearAction.com/customer-experience-faq LinkedIn: LinkedIn.com/in/lynnhunsaker Twitter: @clearaction Facebook: Facebook.com/customerexperienceoptimization CustomerThink: CustomerThink.com/author/clearaction   CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Dana Alvarenga, VP of Customer Experience at Slap Five. Dana Alvarenga is a very well know and leader in customer experience and customer success, with a big focus on voice of the customer programs, advocacy and customer marketing.  In this episode, Dana shares her insights into growing and expanding your Voice of the Customer Program. ABOUT DANA ALVARENGA Dana has over 15 years of experience in the technology industry within sales, sales training, management, customer education and success. At SlapFive she is the VP of Customer Experience and leads the Customer Success function, along with Education, VOC, and Advocacy. In her role she is always striving to deliver an amazing customer experience by constantly improving, educating, and building customer focused programs and processes. Dana is customer obsessed, lover of travel, food, her family and a reality TV junkie! Contat Dana Alvarenga Slap Five:  https://www.slapfive.com/ LinkedIN: https://www.linkedin.com/in/danaalvarenga CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we discuss the concept of "Ideal Customer Behavior" (ICB) and how you can use it to drive desired customer actions and success. Far too often, we narrowly focus on things like the customer profile and journey map without identifying and influencing the specific actions – the behaviors – our customers need to take to ensure success. By taking a behavior-based approach, you can improve the way you engage with customers to ensure they, and you, achieve greater levels of success. Check out this episode to learn how focusing on Ideal Customer Behavior can help you drive success! CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

"What Do We Need to Talk About Customer Marketing?"   This is an often overlooked, but huge aspect of marketing. Customer marketing extends beyond acquiring customers and is focused on our existing customers. It aims to identify and market additional products or services to existing customers, retain them as customers, and develop them into advocates.  Join Jason Noble and Jason Whitehead when we sit down with Kristi Faltorusso, to learn why customer marketing is so important, how it is different than traditional marketing, and what you need to do to effectively market to existing customers. ABOUT KRISTI FALTORUSSO Kristi is an industry-leading and award-winning customer success executive and thought leader with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she's helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy. Kristi is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs, and more. CONTACT KRISTI FALTORUSSO LinkedIn: https://www.linkedin.com/in/kristiserrano/ClientSuccess: https://www.clientsuccess.com/Keeping CS Simple: https://www.keepingcssimple.com/

Join us with guest Ben Winn, brand and community manager at Catalyst Software and one of the leading customer success community and thought leaders.  Catalyst is the world's most intuitive Customer Success Platform (CSP), built by an experienced group of industry leaders and integrates with multiple enterprise platforms to provide one centralized view of customer data. Ben specializes in branding, community-led growth, and creative strategy. ABOUT BEN WINN Ben Winn leads community and brand marketing at Catalyst Software, where he oversees content, events, partnerships, and more. Before founding CS in Focus, Ben previously built out the customer success function at SeamlessMD, Canada's largest customer success community with over 2000 members. In 2021 he was ranked as one of the Top 25 Customer Success Strategists globally, and in 2018, he won the Customer Success Innovator of the Year award for creating the account behavior formula. CONTACT BEN WINN LinkedIn: https://www.linkedin.com/in/benwinn/ Catalyst: https://catalyst.io/

Join us with guest Harini Gokul, customer success leader at AWS (Amazon Web Services), where she’s building and leading customer success for our Amazon’s next generation customers. These include ISV (Independent Software Vendors), hyper-scale Digital Native Businesses (DNB), Private Equity, Games, and Small and Medium Business customers, helping them accelerate, develop, and scale customer success. ABOUT HARINI GOKUL Harini is a technology executive, investor, and a civic leader, She’s a recognized thought leader in leveraging cloud solutions to accelerate customer transformation and has worked building growing and scaling cloud businesses. She is a strategic leader with extensive global experience and loves the challenge of building from scratch and navigating complexity. She’s spent time in leadership positions with Microsoft, Amazon and IBM and has worked with many global customers, ranging from Fortune 500 enterprises to startups. In addition to her primary focus on customer success and go-to-market strategy, she has led numerous policies, programs, and outreach efforts aimed at building trust in the cloud and addressing data privacy, ethics, and security challenges associated with these emerging technologies. Harini is also extensively involved in community leadership and the field of social impact. CONTACT HARINI GOKUL  LinkedIn: https://www.linkedin.com/in/harini-gokul/

Join us with guest Markus Rentsch, CEO of Remark-able. A high-profile customer success thought leader, coach, and consultant. Markus has created the Customer-Value-Led-Growth business model for SaaS companies. Through his work at Remark-able, Markus provides a unique approach that aligns companies on continuously growing and monetizing customer value. ABOUT MARKUS RENTSCH Markus is a customer success consultant and keynote speaker and well-known community influencer in the world of customer success. Markus works as a business consultant helping to change the way SaaS companies grow and to help them put the customer first. Markus is also the founder of the recently published newsletter “Masters of Net Revenue Retention”. Prior to starting his own business, Markus worked in various roles in corporate development. CONTACT MARKUS RENTSCH LinkedIn: https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/Remark-able: https://remark-able.atMasters of Net Revenue Retention: https://markusrentsch.substack.com

Join us with guest Kristi Faltorusso, VP of Customer Success at ClientSuccess, a leading customer success management solution, where she leads Customer Success, Technical Support and Consulting.  ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base, and their goal is to help businesses drive a “Culture of Customer Success” across your entire organization. ABOUT KRISTI FALTORUSSO Kristi is an industry-leading and award-winning customer success executive and thought leader with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she's helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy. Kristi is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs, and more. CONTACT KRISTI FALTORUSSO LinkedIn: https://www.linkedin.com/in/kristiserrano/ClientSuccess: https://www.clientsuccess.com/Keeping CS Simple: https://www.keepingcssimple.com/

Join us with guest Alex Farmer, VP of Customer Success at Cognite, a global industrial AI Software-as-a-Service (SaaS) company supporting the full-scale digital transformation of heavy-asset industries around the world. At Cognite, Alex helps empower companies with contextualized OT/IT data to drive industrial applications that increase safety, sustainability, and efficiency, and drive revenue. Interests include turning red accounts green, mediocre jokes, and delighting customers.  ABOUT ALEX FARMER Alex is a Customer Success executive with experience building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. He’s the Founder and CEO of Customer Success Excellence - the world's first awards event dedicated to the Customer Success profession, with the first event planned in London later this year. CONTACT ALEX FARMER LinkedIn:  https://www.linkedin.com/in/alexanderfarmer/Customer Success Excellence:  https://www.customersuccessexcellence.com/

Join us with guest Irit Eizips, CEO and Chief Customer Officer for CSM Practice, a global customer success management consulting firm, that specializes in working with executives to accelerate the creation and implementation of Customer Success strategies.  Today we’re talking with Irit about how you go about designing and implementing customer success strategies in complex organizations (and what exactly complex organizations are). ABOUT IRIT EIZIP Irit Eizips is CEO of CSM Practice, a global customer success management consulting firm. The firm specializes in working with executives to accelerate the creation and implementation of Customer Success strategies, derive extensive value from Customer Success technology solutions as well as coach customer facing teams in Customer Success Management. She has been pivotal in shaping Customer Success methodologies and best practices. She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications.  ABOUT CSM Practice CSM Practice specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology, and was the first to develop accelerated methodologies for customer success programs and is continuously producing thought leadership content for the Customer Success community. The company was founded in 2014 and is headquartered in Sunnyvale, California. Additional information can be found at www.csmpractice.com CONTACT IRIT EIZIPS LinkedIn: https://www.linkedin.com/in/eizips/Visit CSM Practice website: https://www.csmpractice.com