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Get comfy. It's time for "SaaS Therapy," with industry veterans Todd Kirk and Casey Trujillo – the podcast for customer-facing teams in SaaS. Casey and Todd leverage their experience working between software vendors and their clients to help you master your SaaS customer relationships. They dig into the complexities of client relationships, offer expert insights, and share proven strategies for overcoming common challenges. It's not just a podcast—it's a masterclass in nurturing and enhancing your SaaS customer connections.
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In this episode of SaaS Therapy, hosts Todd and Casey reflect on their podcast journey during season 5, discussing the top episodes of the season. They explore themes such as micro passions, effective product training, the importance of networking, and the need to treat customer education as a product. The conversation emphasizes innovative onboarding practices and the significance of reimagining roles and strategies in the SaaS industry. The hosts conclude with a call to action for listeners to apply the insights gained and improve their practices in the coming year.TakeawaysMicro passions can guide career alignment and fulfillment.Effective product training should focus on driving change, not just checking boxes.Building a strong network is essential for professional growth.Customer education should be treated as a product, not just a program.Onboarding processes can provide valuable insights for product improvement.Reimagining roles can lead to greater success in business.Practicing fundamentals correctly is key to long-term success.Engaging with customers during onboarding can enhance product development.Consistency in efforts leads to better outcomes in customer success.Feedback from customers is crucial for evolving educational programs.Contents00:00 Introduction and Podcast Journey01:12 Recapping the Top Episodes02:00 Micro Passions and Career Alignment08:20 Effective Product Training Strategies12:01 Networking and Relationship Building16:28 Customer Education as a Product22:32 Innovative Onboarding Practices26:39 Final Thoughts and Homework AssignmentsResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
The conversation delves into the complexities of change management in the SaaS industry, emphasizing the psychological aspects that influence user adoption. Eleni Vorvis discusses the importance of understanding user motivation and the need for a structured approach to facilitate smoother transitions for customers.TakeawaysChange management is hard, particularly in SaaS.We don't think about the psychological impact on users.It's not just about business; it's about motivation.There is science behind user motivation.A repeatable recipe for change management can be effective.Users should be brought along on the journey, not forced.Change management takes time and effort.Understanding user psychology is crucial for success.Most organizations fail to consider user experience during transitions.Effective change management can lead to better software adoption.Contents00:00 – Intro, T&Cs, and Guest Welcome01:19 – Eleni’s Journey into Customer Success03:14 – McDonald’s Story & Why We Quit on Change04:47 – The Human Side of SaaS Change07:09 – Calling Out Resistance & Winning Over Curmudgeons15:16 – Aligning Product, Sales, and CS18:18 – Change at Scale: Digital CS & AI19:35 – Getting Sales Bought into Renewals25:23 – Unlearning Bad Habits & Slowing Down to Speed Up30:08 – Compensation, Motivation & Multi-Year Deals36:46 – Intrinsic vs. Extrinsic Motivation in CS Teams41:03 – Homework: Building Empathy Through Personal Change43:17 – Final Takeaways & Where to Find Eleni43:53 – ClosingResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this recap episode, Casey highlights Lincoln Murphy as he shared his insights on the evolution of Customer Success and what it truly means to build customer relationships that last. From redefining retention and expansion to aligning CS with business outcomes, Lincoln breaks down practical strategies for creating real value and driving long-term growth.If you haven't given it a listen, go check it out!ResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
The conversation delves into the concept of customer success and its direct correlation with business expansion. It emphasizes the importance of understanding customer journeys and creating structured paths for customers to achieve success, which in turn leads to increased consumption of services or products. The discussion highlights the need for businesses to recognize progress milestones in the customer lifecycle and to orchestrate opportunities for expansion proactively.TakeawaysExpansion is a natural progression for successful customers.Customer success is defined by the success of the customers themselves.Building an Ascension path can enhance customer journeys.Recognizing progress milestones can lead to expansion opportunities.Orchestrating customer experiences ahead of time is essential.Offering additional services at milestones can increase consumption.Understanding customer needs is crucial for business growth.A structured approach to customer success can drive revenue.Proactive engagement with customers fosters loyalty and retention.Customer journeys should be mapped to identify growth opportunities.Contents00:00 – Welcome to SaaS Therapy & Lincoln Murphy Intro02:10 – Why Expansion Should Be a Natural Outcome of Customer Success06:11 – Control the Controllables & Eating Customer Complexity with AI14:26 – Who Should Lead Upsell: CS vs Direct Sales17:50 – Enterprise vs SMB: Where to Start Your Expansion Motion19:48 – “Upsell Will Ruin My Relationships” (And Why That’s Wrong)23:49 – $20K AI Bill Story & The Danger of Wrong-Time Upsells33:14 – Two Big Misconceptions About Expansion Programs41:55 – Homework: Map Progress Milestones & Use AI to Accelerate ThemResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this conversation, Todd Kirk and Casey Trujillo discuss the often-overlooked importance of celebrating personal and professional successes, particularly in the IT field. They explore how individuals frequently fail to share their achievements and the need for empowerment in communicating these wins to others. The dialogue emphasizes the significance of self-promotion and the role of leaders in guiding their teams to recognize and articulate their successes effectively.TakeawaysPeople often fail to brag about their successes.Many in IT take their wins for granted.It's important to keep others in the loop about achievements.Some individuals struggle with how to share their successes.Leaders can help others own their success long-term.Empowerment is key in self-promotion.Recognizing achievements can boost morale.Communication about wins fosters a positive environment.Helping others articulate their success is valuable.Celebrating success is crucial for professional growth.Contents00:01 — Intro03:56 — Change management & awareness: why good questions matter06:13 — High-usage customers: Question #1 – “What’s driving the increased usage lately?”09:28 — Using top-customer insights: “My best customers do…”14:43 — CSM role clarified: success owner vs. success coach18:10 — Sharing wins internally & communicating success23:30 — Low usage: reframing dips as opportunity26:47 — Asking what changed in priorities, projects, or org structure34:09 — Homework recap + LinkedIn cheat-sheet plug & closingResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
SaaS Therapy hosts Todd Kirk and Casey Trujillo talk with Dallin Palmer, co-founder of Halda AI, about building an enrollment marketing platform for universities, why higher ed is surprisingly open to AI, and how “seeking truth” (not vanity metrics) drives real customer value. Dallin shares hiring and CS practices, product prioritization, and a simple homework assignment: flip fear into curiosity when working with customers.TakeawaysWhat we've tried before when we tried to lead a horse to water, it's just not working.85% of schools said, my number one problem is I need more leads.We're looking at the landing pages and we kept coalescing around the same advice.Your calls to action are clear, but not compelling.Nobody cares about any of those things.A bunch of people have the same thing they want more leads.If I can solve this, I can scale a business.Big group of people, same problem.Understanding client needs is crucial for effective marketing.Compelling calls to action can significantly improve conversion rates.Contents00:01 — Intros; meet Dallin Palmer (Halda AI)01:11 — Accidental entrepreneur → sales mindset shift03:29 — Halda in a line: AI enrollment + full-funnel agents 05:33 — Why higher ed’s ready for AI (demographics, ROI skepticism, competition)09:09 — Message shift: “more leads” → full platform13:38 — Research > shiny tech; weak CTAs insight16:37 — Core value: “Seek truth” (anti fake-it culture)21:53 — CS philosophy: strategic partners, empower to fix30:36 — Run by weekly metrics (GRR/NRR + growth)33:11 — Biggest churn: VP change; fix with exec reviews, in-person36:02 — Funding reality: retention > growth38:00 — Would he do it again? Yes40:10 — Homework: turn fear into curiosityResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
Welcome to SaaS Therapy — the show where founders stop pretending everything’s perfect. Hosts Todd Kirk and Casey Trujillo pull back the curtain on the real SaaS journey: the wins, the setbacks, the stress, and the breakthroughs. If you’re building, scaling, or dreaming about the SaaS life, grab a seat. This is your weekly dose of honest stories and real-talk advice.In this episode, Todd Kirk and Casey Trujillo explore a fresh framework for evaluating customer education that actually ties learning to product adoption, retention, community strength, and long-term customer value.ResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo interview Dan Steinman, a seasoned expert in customer success and former Chief Evangelist at Gainsight. The conversation delves into the evolving role of customer success, the importance of data-driven strategies, and the necessity of healthy tension within leadership teams. Dan shares insights on how to stand out in a competitive SaaS market, the significance of building trust with customers, and the need for proactive management. He emphasizes that success in customer success relies heavily on understanding customer behavior and leveraging data effectively.TakeawaysThe role of Chief Evangelist is crucial for promoting customer success.Customer success should be proactive, not reactive.Data-driven strategies are essential for effective customer management.Healthy tension among leadership teams can drive better results.Building trust with customers is key to successful relationships.Customer success teams need to understand customer behavior deeply.Sales and customer success must align for better outcomes.The importance of health scores for customer management.Technology overload is a real challenge for organizations.Success breeds contentment, which can hinder growth. Contents00:00 Introduction to SaaS Therapy and Guest Introduction01:52 The Role of Chief Evangelist at Gainsight05:30 Translating the Chief Evangelist Role to Other Industries08:18 The Consistency of the Customer Success Message13:10 The Evolving Role of Customer Success Managers18:44 Strategies for CSMs to Stand Out in a Competitive Market25:34 Maximizing Product Knowledge for Customer Success28:50 Building Trust and Driving Change31:52 The Importance of Healthy Tension in Leadership39:21 Creating Healthy Tension in Organizations42:10 The Power of Data-Driven Decision MakingResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, host Todd Kirk and co-host Casey Trujillo welcome Carson Heady, a sales expert from Microsoft. They discuss Carson's extensive sales background, the transition from hardware to SaaS, and the essential skills for successful selling. Carson emphasizes the importance of building trust with customers, understanding their needs, and navigating the complexities of AI in sales. The conversation also covers the significance of expanding relationships beyond IT, the best and worst sales advice, and strategies for preparing for executive conversations. Carson shares insights on collaboration with team members and finding opportunities in point solutions, concluding with actionable homework for listeners to enhance their sales success.TakeawaysYour network is your net worth.Building relationships is key to successful sales.Trust is earned by understanding customer needs.AI should be used meaningfully, not just for the sake of it.Focus on making your customer the hero of the story.Control the controllables in your sales process.Small tweaks can lead to significant improvements.Don't be afraid to reach out to multiple contacts in an organization.Understand the motivations of your team members for better collaboration.Sometimes, doing the opposite of your instincts can lead to success.Contents00:00 Introduction to SaaS Therapy and Guest Introduction00:59 Carson Heady's Sales Journey and Background02:40 Transitioning from Hardware to SaaS Sales04:20 Key Qualities for Successful Selling05:38 Building Trust and Understanding Customer Needs07:28 Navigating AI in Sales Conversations10:51 Differentiating in a Competitive AI Landscape14:42 Leveraging AI for Efficiency and Productivity19:34 Advice for New Sellers and Building Relationships25:20 Closing Deals with Transparency27:32 Navigating Tough Conversations32:05 Collaborating with Team Members37:20 Building Relationships for Success41:14 Finding Opportunities in Point Solutions44:59 Challenging the Status QuoResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd and Casey welcome Jillian Betlick, Senior Manager of Community and Customer Advocacy at Calendly. They discuss the importance of community in business, how to build and manage a successful community, and the nuances of community engagement. Jillian shares her insights on finding community champions, measuring success, and handling negative feedback. The conversation emphasizes the need for passion over expertise in community management and the significance of understanding both the company's and the individual's 'why' in community building.TakeawaysCommunity is essential for customer engagement and feedback.Understanding the need for a community is crucial before building one.Passion is more important than expertise in community management.Finding and enabling champions within the community can drive engagement.Measuring success should align with company goals, not just community metrics.Handling negative feedback requires empathy and understanding.Community can significantly impact conversion rates.There is no single path to becoming a community manager; diverse backgrounds are valuable.Meeting customers where they are emotionally is key to effective communication.Know your personal and company 'why' to stay motivated in community management.Contents00:00 Introduction to SaaS Therapy and Guest Introduction02:43 The Importance of Community in Business05:34 Identifying the Need for a Community08:22 Understanding Community Engagement and Participation11:09 The Role of Community Managers14:03 Finding and Empowering Community Champions17:01 Motivating Community Members22:37 Optimizing Community Engagement for Business Success27:50 The Role of Community Managers Across Functions31:01 Navigating the Challenges of Community Management33:50 The Importance of Personal and Professional 'Why' in Community36:19 Handling Negative Feedback in Community Spaces39:58 Actionable Insights for Community ProfessionalsResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd and Casey engage with Rachel Provan, a seasoned customer success leader, to explore the intersection of behavioral psychology and customer success. Rachel shares insights on how understanding human decision-making can enhance customer relationships, the importance of empathy in sales, and strategies for effective communication. The conversation delves into common pitfalls in sales, such as loss aversion and the need to tailor messages for different personas. Rachel emphasizes the significance of listening and understanding the customer's perspective to foster stronger connections and improve retention rates.TakeawaysBehavioral psychology plays a crucial role in customer success.Humans make decisions based on emotions, not just logic.Listening is key to understanding customer needs.Framing conversations can significantly impact engagement.Loss aversion affects customer retention decisions.Tailor your message to different customer personas.Invisible implications can influence customer decisions.Sales mistakes often stem from a lack of empathy.Small actions can lead to significant improvements in sales.Continuous learning and adaptation are essential in customer success.Contents00:00 Introduction to Customer Success Leadership02:17 Behavioral Psychology in Customer Success09:28 Understanding Customer Emotions and Decision-Making15:27 The Power of Framing and Loss Aversion in Sales19:01 Understanding Audience Dynamics in Customer Success23:22 Crafting Tailored Messaging for Different Personas26:46 The Importance of Empathy in Customer Conversations32:46 Navigating Emotional and Logical Conversations36:20 Learning from Customer Losses and Moving ForwardResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome back Ashley DeKerlegand to discuss the Action Mapping framework, a method for enhancing customer education and driving behavior change. The conversation explores the importance of measurable goals, the challenges faced in customer education, and the need for cross-functional collaboration. Ashley shares real-life examples of implementing Action Mapping, emphasizing the significance of empathy and understanding in the learning process. The episode concludes with actionable takeaways for listeners to apply the framework in both personal and professional contexts.TakeawaysAction Mapping focuses on behavior change rather than just knowledge.Measurable goals are essential for effective training.Collaboration across teams enhances the learning process.Empathy is crucial in understanding learner challenges.Transforming obstacles into opportunities is key to success.Real-life applications of Action Mapping can drive significant results.Avoid information dumps; focus on observable actions.Executive sponsorship is vital for implementing new frameworks.Understanding the 'why' behind actions leads to better outcomes.Action Mapping can be applied in various contexts, including personal life.Contents00:00 Intro 2:34 Action Mapping Framework Explained5:42 Real-World Applications & Challenges10:36 From Busywork to Measurable Impact15:19 Shifting from Order-Takers to Advisors19:20 Executive Sponsorship & Cross-Team Alignment24:41 Turning Problems Into Solutions30:57 Practical Examples & MVP Learning39:18 Why Action Mapping Works41:26 Wrap-Up & Homework AssignmentResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd and Casey dive into the intricacies of change management, focusing on the ADKAR framework and introducing their own ADOPT framework. They discuss the importance of awareness, desire, knowledge, and participation in driving successful software adoption. The conversation emphasizes the need for effective communication strategies, creative campaigns, and the significance of aligning change initiatives with executive goals. The hosts provide actionable insights for SaaS vendors to enhance customer success and drive meaningful change within organizations.TakeawaysChange management is crucial for customer success.ADKAR focuses on individual change, while ADOPT emphasizes participation.Awareness and desire are foundational for effective change.Communication strategies must align with executive initiatives.Creative campaigns can enhance user engagement.Participation is more important than just ability.Transforming behavior is the ultimate goal of change management.Understanding user pain points is essential for effective training.SaaS vendors should learn from successful customer implementations.Making change easy is key to successful adoption.Contents00:00 Intro1:06 Understanding the ADKAR Framework4:54 The Importance of Awareness and Desire8:34 Knowledge and Ability in Change Management11:32 Effective Communication Strategies15:44 Innovative Training Approaches20:40 Introducing the Adopt Framework20:50 Understanding User Reinforcement and Adoption Challenges23:44 The Importance of User Orientation in Change Management27:28 Participation vs. Ability: A Shift in Perspective32:41 Transforming User Behavior for Lasting Change36:04 Practical Applications of the Adopt FrameworkResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd and Casey engage with Sarah Scheibner, a member of the TechSmith Advisory Board, to discuss the importance of customer feedback, change management, and effective communication in software implementation. Sarah shares her experiences with TechSmith and highlights the need for software vendors to prioritize user experience and adapt their strategies to better support end users. The conversation emphasizes the significance of understanding the user perspective and fostering collaboration between vendors and customers to ensure successful software adoption.TakeawaysThe TechSmith Advisory Board provides valuable insights into customer needs.User feedback is crucial for software vendors to improve their products.Change management is often overlooked in software implementations.Effective communication is key to successful software adoption.Vendors should involve end users in the change process.Training and support should be prioritized during software rollouts.Understanding user experience can lead to better product development.Collaboration between vendors and customers enhances software success.Change is a constant, and managing it effectively is essential.Listening to users can uncover insights that vendors may not see.Contents 00:00 Intro2:02 Exploring the TechSmith Advisory Board5:56 The Importance of Customer Feedback 11:31 Navigating Change Management in Software18:04 The Role of Change Management in Software Adoption25:24 Success Stories in Software Implementation29:15 Learning from Implementation Failures35:34 The Importance of Communication in Software Projects40:35 Homework Assignment for ListenersResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome Bill Wilson, a B2B pricing strategist, to discuss the intricacies of pricing strategies in SaaS businesses. Bill shares his journey from software engineering to pricing strategy, emphasizing the importance of understanding customer needs and the dynamics of pricing within organizations. He outlines a four-step approach to pricing, discusses the significance of customer conversations, and provides insights on when to adjust pricing strategies. The conversation also touches on the importance of aligning pricing with product positioning and handling annual price increases effectively. Bill concludes with actionable homework for listeners to improve their pricing strategies.TakeawaysBill Wilson has nearly 30 years of experience in software and pricing strategy.Pricing is a complex issue that affects multiple departments within an organization.A common language around pricing can help reduce internal tension.The four-step approach to pricing includes discovery, design, pricing, and validation.Understanding customer needs is crucial for effective pricing strategies.Value dilution occurs when too many features are included in a package.Customers want to feel they are getting value for their money.Annual price increases should be communicated effectively to customers.Free offerings can serve as a powerful acquisition channel.Positioning and messaging should align with pricing strategies.Contents00:00 Intro1:04 Bill Wilson's Journey in Pricing Strategy2:28 Understanding Pricing Dynamics in Organizations6:11 The Four-Step Pricing Approach11:29 Recognizing When to Adjust Pricing Strategies15:14 The Importance of Customer Conversations16:50 Navigating Customer Feedback for Pricing20:42 Rapid Fire Pricing Questions27:49 Influences and Resources in Pricing Strategy 31:30 Aligning Pricing with Product Positioning 37:29 Handling Annual Price Increases 41:58 Final Thoughts and Homework AssignmentResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd and Casey welcome Randy Hulme from Qualtrics to discuss the intricacies of customer success in the public sector. Randy shares insights from his extensive experience at Qualtrics, including impactful speakers at their events, the importance of creating a positive team culture, and strategies for managing diverse customer use cases. The conversation emphasizes the need for alignment between customer expectations and company offerings, as well as the significance of understanding value in customer success management. Randy concludes with a homework assignment for listeners to chart their value chain and ensure alignment within their organizations.TakeawaysRandy emphasizes the importance of empathy in customer success.Creating a diverse and inclusive team culture is crucial.Understanding the unique needs of public sector customers is key.Customer success managers must manage relationships across various stakeholders.Aligning incentives with desired outcomes drives better performance.Randy's approach to team building includes outdoor activities.The value of Qualtrics' solutions is demonstrated through real-world impact.Effective communication is essential for managing customer expectations.Randy's experience highlights the importance of continuous learning.The transition to a consumption-based model requires careful management.Contents00:00 Intro2:06 Impactful Speakers and Personal Growth4:22 Career Development and Job Satisfaction10:13 Defining Value in Public Sector11:20 Team Dynamics and Culture Building18:28 Navigating Company Culture Changes19:49 Supporting Diverse Customer Needs 22:12 Transforming Data into Actionable Insights29:10 Customer Success and Value Delivery35:20 Navigating Consumption Models in SaaS42:29 Aligning Value Chains for Customer SuccessResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, host Todd Kirk and guest Ryan Debenham, CEO of Grin AI, explore the evolving landscape of AI in business. They discuss the hype surrounding AI, the balance between optimism and realism, and the importance of understanding AI for both product teams and individual knowledge workers. Ryan shares insights on AI strategy, user experience design, and offers advice for non-technical workers on embracing AI technology. The conversation emphasizes the need for open-mindedness and continuous learning in the face of rapid technological advancements.TakeawaysRyan describes himself as an engineer turned CEO, bringing a unique perspective to AI.The conversation highlights the hype surrounding AI and the disconnect between expectations and reality.Fear-based responses to AI are not productive; a balanced perspective is essential.Executives need to invest in learning about AI to guide their teams effectively.AI fatigue is prevalent among knowledge workers who feel overwhelmed by the technology.It's crucial for employees to be open-minded about AI and its potential benefits.AI can automate complex operational processes, enhancing productivity.The future of user experience with AI will be dynamic and intuitive, moving beyond traditional interfaces.Companies must decide whether to integrate AI into existing products or build new AI-native solutions.Continuous learning and adaptation are key to thriving in an AI-driven future.Contents00:00 Intro1:01 Ryan's Journey: From Engineer to CEO2:26 The Current State of AI: Hype vs. Reality9:40 Navigating AI Fatigue: Balancing Optimism and Realism10:37 Building AI into Products: Expectations vs. Reality21:30 AI Strategy: Product vs. Process23:16 Navigating Product Strategy Risks27:33 AI for the Average Knowledge Worker36:22 Homework and Closing ThoughtsResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd talks with Michael Lux, Senior Director of Customer Education at Procore Technologies. They discuss the evolution of Procore from a startup to a public company, the structure of the education team, and the importance of a unified content strategy across departments. Michael shares insights on the challenges of customer education, the need for tailored content, and the metrics that define success in customer training. The conversation also touches on the future of AI in learning and the importance of time to value in customer success.TakeawaysThe education team is structured under professional services for better alignment with customer success.Content strategy should be unified across departments to maximize impact.Hands-on, use case-based training is essential for customer success.Procore has a high course completion rate compared to industry standards.Tailoring content to specific customer needs is crucial.Time to value is a key metric for customer success teams.AI in learning content is still developing and not fully reliable.A strong content strategy should consider the entire customer lifecycle.Contents00:00 Intro2:46 Understanding Procore's Structure and Education Role5:37 Content Strategy and Customer Lifecycle8:39 Monetization of Education and Professional Services11:41 Defining Content for Customer Success14:15 Challenges in Customer Education and Feedback17:06 Customer Needs and Content Development20:07 Balancing E-Learning and Instructor-Led Training22:50 Metrics for Success in Education25:53 Time to Value and Customer Success Metrics28:35 Future Aspirations and AI in Learning31:39 Final Thoughts and Homework AssignmentResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd Kirk and Sean Adams discuss the importance of customer relationships in the SaaS industry. They explore Sean's unique career path from contractor to VP of Revenue, the significance of measuring customer education impact, and the challenges of navigating customer expectations. The conversation emphasizes the need for SaaS companies to focus on delivering outcomes rather than just features, the importance of post-sale engagement, and practical advice for enhancing customer experience. Sean shares insights on understanding IT buyers and balancing organizational and individual needs, while also addressing churn challenges and providing actionable homework for listeners to improve their customer relationships.TakeawaysThe importance of having a visually appealing background during virtual calls.Understanding customer pain points is crucial for effective communication.Measuring the impact of customer education goes beyond just tracking views.SaaS companies must focus on the outcomes they deliver, not just the features.A strong opinion on what success looks like can help guide customers effectively.Post-sale engagement is essential for customer retention and satisfaction.IT buyers often feel overwhelmed and need support to help their end users.Understanding the individual needs of users is as important as organizational goals.Proactive communication can significantly enhance the customer experience.Creating non-asked outputs can wow customers and strengthen relationships.Contents 00:00 Intro8:15 Measuring Impact in Customer Education11:56 Understanding SaaS Outcomes and Customer Expectations19:21 Post-Sale Engagement and Customer Success Strategies22:1 3 Understanding Customer Needs in SaaS23:57 The Role of IT in SaaS Adoption 27:17 Navigating the IT Persona 29:19 Balancing Organizational and Individual Outcomes31:23 The Challenge of User Education & Overcoming Churn 35:08 Reducing Friction in User Experience37:21 Practical Advice for Customer Success41:21 Homework for Enhancing Customer RelationshipsResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo chat with Courtney Sembler, Senior Director at HubSpot, discussing the importance of passion in both personal and professional realms. Courtney shares her journey, influenced by her mother's pioneering spirit, and emphasizes the significance of integrating personal passions into work life. The conversation explores how to find one's passion, the role of leadership in fostering a successful environment, and strategies for maintaining enthusiasm during challenging times. Courtney concludes with a powerful homework assignment focused on self-love and reflection.TakeawaysPassion can be found in everyday activities.It's important to explore micro passions before macro passions.Leaders should integrate their personal passions into their work.Self-reflection is crucial for personal and professional growth.You can't always be passionate; it's okay to have down days.Honesty about your feelings fosters authenticity in leadership.Creating a psychologically safe environment is essential for teams.Finding the 'why' behind tasks can motivate teams during changes.Self-care is vital for sustaining passion and energy.Engaging with nature can rejuvenate your spirit.Contents00:00 Intro1:20 Courtney's Journey and Influences5:18 Career Path and Discovering Passion9:21 Finding Passion and Purpose13:35 Integrating Passions in Work Life20:52 Creating a Safe Work Environment23:39 Extreme Ownership and Accountability27:50 Leadership and Team Dynamics29:51 Navigating Change and Pivots35:33 Maintaining Passion During Tough Times41:27 Self-Love and Personal ReflectionResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
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