The Customer Success Channel
Activity Overview
Episode publication activity over the past year
Episodes
A special episode: Big thanks to Anika, and a cheerful hello to Malin!
21 Feb 2024
Contributed by Lukas
This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast.The excitin...
Brandon Ramsey, Head of CS at OnsiteIQ - Customer success is not sales
31 Jan 2024
Contributed by Lukas
In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly...
Sue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024
15 Dec 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success. As we approach t...
Maranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CS
16 Nov 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Maranda Dziekonski, Senior VP of Customer Success at Datasembly about the importance of viewing cust...
Chris Regester, CCO at Planhat - Delivering customer outcomes with a value framework
18 Oct 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Chris Regester, Chief Customer Office at Planhat about how to deliver customer outcomes through a va...
Dan Ennis, Scale Team Manager at Monday.com - The art of scaling Customer Success
20 Sep 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Daniel Ennis, Scale Team Manager at Monday.com about scaled customer success and explores its signif...
Tulasi Ryali, Senior CSM at Siemens - How to become the best CSM of the year
23 Aug 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Tulasi Ryali, CSM of the Year by Customer Success Excellence about how to help your customer reach t...
Shannon Nishi, Director of CS at Customer.io - Sustainable growth in Customer Success
13 Jul 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Shannon Nishi, Director of Customer Success at Customer.io about sustainable growth in Customer Succ...
Declan Ivory, VP of CS at Intercom - AI and the new age of customer support
26 Jun 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Declan Ivory, VP of Customer Support at Intercom about how AI is transforming the customer support d...
Jan Young, Principal Consultant for The Success League - AI in Customer Success
19 May 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Jan Young, Principal Consultant for The Success League about AI and it’s effect on Customer Succes...
Carly Agar, Founder and CEO at CarlyAgar - Laid off in CS, what to do next?
18 Apr 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Carly Agar, Founder and CEO at CarlyAgar about landing a customer success job in 2023. As the tech...
Jay Nathan, EVP and CCO at Higher Logic - How to manage churn in turbulent times
22 Mar 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Jay Nathan, EVP and CCO at Higher Logic about how to manage churn in turbulent times. If you’re cu...
Julie Raeder, CS Coach at Dooly - Transition into Customer Success
22 Feb 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Julie Reader, Customer Success Coach at Dooly about landing your first CS role without any SaaS expe...
Jennifer Yorke, CCO at Omertria - Customer Success in a recession
25 Jan 2023
Contributed by Lukas
In this episode, our host Anika Zubair chats with Jennifer Yorke, Chief Customer Officer at Omertria about how to ensure the success of your CS depart...
Prashanth Jothi, CSM at HubSpot - A day in the life of a CSM
20 Dec 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Prashanth Jothi, Customer Success Manager at HubSpot about how to drive customer outcomes based on ...
Gemma Cipriani-Espineira, CCO at Chili Piper - CCO Metrics: How to convince the C-Suite
22 Nov 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about what metrics are importa...
Claire O'Regan, Director of CS at Juro - How to drive time to value for customers in only 14 days
25 Oct 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Claire O'Regan, Director of Customer Success at Juro about how to drive time to value (TTV) for...
Markus Rentsch, CEO at Remark-able - How to grow CS while focusing on customer outcomes
20 Sep 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Markus Rentsch, CEO at Remark-able about how to grow customer success while focusing on customer out...
Irit Eizips, CCO & CEO at CSM Practice - How to close a renewal with an upsell
23 Aug 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Irit Eizips, Chief Customer Officer & CEO at CSM Practice about how to close a renewal with an u...
Pat Phelan, CCO at GoCardless - Charging for Customer Success
13 Jul 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success.To charge for c...
Marco Carrubba, Director of CS at Microsoft - How to design CS for a mature organization
17 Jun 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Marco Carrubba, Director of Customer Success at Microsoft about how to design customer success for a...
Marija Skobe-Pilley, Head of CS (EMEA) at Clickup - How to expand CS in EMEA
18 May 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Marija Skobe-Pilley, Head of Customer Success (EMEA) at Clickup about leading a CS team in EMEA and ...
Bill Cushard, General Manager at Dragonboat - The role of Customer Education in CS
20 Apr 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Bill Cushard, General Manager at Dragonboat about everything you need to know about customer educati...
Harini Gokul, Head of Customer Success at AWS - Moving from defense to offense in CS
17 Mar 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Harini Gokul, Head of Customer Success at AWS about her experience of shaping and building CS as a v...
Erika Villarreal, Senior CSM at Condeco - How to build your personal brand in CS
28 Feb 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Erika Villarreal, Senior Customer Success Manager at Condeco about how to build your personal brand ...
Matt Myszkowski, VP of CE (EMEIA) at Cision - Mental health in CS: It's ok not to be ok!
19 Jan 2022
Contributed by Lukas
In this episode, our host Anika Zubair chats with Matt Myszkowski, VP of Customer Experience for EMEIA at Cision about why mental health should be pri...
Vijay Mehrotra, Professor at the University of San Francisco - The world's first university degree in Customer Success
21 Dec 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with Vijay Mehrotra, Professor of Business Analytics and Information Systems at the University of San Fra...
Andrew Marks, Co-Founder of SuccessHACKER - How to build effective health scores
17 Nov 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with Andrew Marks, Co-Founder of SuccessHACKER, about how to build effective health scores. Today, most b...
David Jackson, CS Coach, Author and CEO at TheCustomer.Co - Think People, not Customers
12 Oct 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with David Jackson, CS Coach, Author and CEO at TheCustomer.Co, about why we should focus on people, not ...
Jeff Heckler, Director of CS Solutions at MarketSource - Scaling CS teams and CS Models
07 Sep 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with Jeff Heckler, Director of CS Solutions at MarketSource (former Global Head of CS at Pipedrive) about...
Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad?
10 Aug 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with Jennifer Cramer, VP of Customer Success at Planhat about "is all churn bad"?Every SaaS bus...
Emily Garza, AVP of Customer Success at Fastly - CS responsibility for revenue
01 Jul 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with Emily Garza, AVP of Customer Success at Fastly about CS responsibility for revenue. Customer Success...
Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud - The taboos of Customer Success
10 Jun 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud, about the taboos of Customer Success. The...
Emmanuel Malanda, Global Head of CS at Calypso - Data Driven Workflows & Scaling CS Operations
11 May 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with the inspiring Emmanuel Malanda, Global Head of Customer Success at Calypso, about data driven workfl...
Elisabeth Courland, Digital CSM at Talentsoft - Data Driven Customer Journey in Digital CS
12 Apr 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with the inspiring Elisabeth Courland, Digital CSM at Talentsoft, about data driven customer journeys in ...
Kristi Faltorusso, VP of Customer Success at IntelliShift - Switching from reactive to proactive CS
10 Mar 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with the inspiring Kristi Faltorusso, VP of Customer Success at IntelliShift, on switching from a reactiv...
Kellie Lucas, CS Author & Coach - Customer feedback, turning feedback into insights
10 Feb 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with Kellie Lucas, author and coach, on how to turn customer feedback into insights.Gathering customer fe...
Ray Rauch, VP of Customer Success at Concord - Evolution of the CSM
11 Jan 2021
Contributed by Lukas
In this episode, our host Anika Zubair chats with Ray Rauch, VP of Customer Success at Concord, about the evolution of the CSM.Customer success has be...
Alex Farmer, VP of Customer Success at Cognite - Building a customer advocacy program
30 Nov 2020
Contributed by Lukas
In this episode, our host Anika Zubair chats with Alex Farmer, VP of Customer Success at Cognite, about building customer advocacy programs.Creating s...
Fran Beckley, Head of Client Services at SourceBreaker - Keeping CSMs engaged at work and career development
04 Nov 2020
Contributed by Lukas
In this episode, our host Anika Zubair chats with Fran Beckley, Head of Client Services at SourceBreaker, about keeping CSMs engaged at work and caree...
George C. Huang, Director of Customer Experience & Success at Remo - How to go from $0 to $5m in SaaS revenue within a span of 3 months without any VC funding
01 Oct 2020
Contributed by Lukas
In this episode, our host Anika Zubair chats with George C. Huang, Director of Customer Experience & Success at Remo, a tech startup behind Remo C...
Chris Jones, Director of CS, EMEA at Enboarder - Remote Customer Onboarding
02 Sep 2020
Contributed by Lukas
In this Podcast our host Anika Zubair chats with Chris Jones, Director of Customer Success at Enboarder, an experience driven onboarding platform, abo...
Nabil Dabbagh, Head of CS at DeepCrawl - Restructuring a Customer Success Organisation
06 Aug 2020
Contributed by Lukas
Our host Anika Zubair chats with Nabil Dabbagh, Head of Customer Success at DeepCrawl, an SEO solution that bridges the gap between marketing and engi...
Anna Poorna, Head of Community at Freshworks - How to build a Customer Success Community
09 Jul 2020
Contributed by Lukas
Our host Anika Zubair speaks with Anna Poorna, Head of Community at Freshworks, the customer engagement software company that enables organisations of...
Lauren Cumming, Head of CS at Fixflo - Growing Customer Success from a Startup to a Scaleup
03 Jun 2020
Contributed by Lukas
Our host Anika Zubair speaks with Lauren Cumming, Head of Customer Success at Fixflo, a property maintenance software solution. Having experienced som...
Dan Farley, VP of CS at Seenit - How to make impactful Customer Success changes during COVID-19
07 May 2020
Contributed by Lukas
Our host, Anika Zubair speaks with Dan Farley, VP of Customer Success at Seenit on how to make impactful Customer Success changes during Covid-19.COVI...
Rav Dhaliwal, VC Investor - How Customer Success Drives Company Valuation
15 Apr 2020
Contributed by Lukas
Our host, Anika Zubair and now VC investor Rav Dhaliwal talk about how he has scaled Customer Success teams, how Venture Capitalists look at Customer ...
Adrian Beck, Senior Director of CS at Tanium - Scaling a Customer Success Organisation
11 Mar 2020
Contributed by Lukas
Our host, Anika Zubair talks to Adrian Beck, Senior Director of Customer Success at Tanium about his experiences growing the Customer Success organisa...
Violaine Yziquel, Director of CS at Box - Managing Customer Success with Third Party Vendors
24 Sep 2018
Contributed by Lukas
Working with third party vendors to provide your customers with additional services is beneficial to you and the other vendor involved. It can do a lo...
Paul Henderson, Founder of Outcome Leaders - How to Focus on Success Driven Outcomes
23 Jul 2018
Contributed by Lukas
This week I spoke with Paul Henderson, an author, speaker, consultant and founder of Outcome Leaders on customer success, about his new book that’s ...
Zachary Schulte, from MeetEdgar - Customer Experience & Usability; Essential components of customer success
10 Jul 2018
Contributed by Lukas
Customer experience and usability is an essential part of customer success. You first need to make sure that you have a product that is built and work...
Cristina Fonseca, Co-Founder of Talkdesk - How Machine Learning Can Empower Customer Success Managers
26 Jun 2018
Contributed by Lukas
There’s a new buzz word (or phrase really) humming in everyone’s ears...machine learning. We’ve all heard about it or read some articles on what...
Martin Stenke, Co-Founder at Infunnel - Using Personas and Maturity Scales in Customer Success
11 Jun 2018
Contributed by Lukas
Customer Success doesn’t always have to be called “customer success” for it to be an integral part of your companies values and responsibilities...
Hélène Hagnéré, Director of CS at Planday - How to Close the Customer Feedback Loop
08 May 2018
Contributed by Lukas
Hélène Hagnéré is the Director of Customer Success at Planday, and is not only passionate about caring for her team and customers, but also having...
Sue Nabeth, Owner of Success Track Enterprise - Customer Success in Europe
16 Apr 2018
Contributed by Lukas
Customer Success is a field and career path that has been really taking off, particularly in Europe, over the past few years, and that is understandab...
Amaan Nathoo, Head of Sales at Bonjoro - How Sales & Customer Success Can Overlap
02 Apr 2018
Contributed by Lukas
Bonjoro is all about making the onboarding experience personal by allowing you to send a personalized video message to your customer’s inbox. With a...
What Leaders in Customer Success Look for When Hiring
19 Mar 2018
Contributed by Lukas
Listen to what 7 leaders in customer success look for when they are hiring for their customer success team.
Patrick Cournoyer, VP of CS at Peakon - Why Focusing on Team and Relationships is Essential in Customer Success
02 Mar 2018
Contributed by Lukas
Patrick was first a customer of Peakon’s before joining their team as VP if Customer Success in 2016. And the experience he had with the company and...
David Etheredge, CEO and Andy Sutton, Director of User Experience, at SavvyCard - Investing Early in Customer Success
19 Feb 2018
Contributed by Lukas
CEO, David Etheredge, and Director of User Experience, Andy Sutton, at SavvyCard talk about what investing in customer success and user experience ear...
Jonas Stanford, Director of CS at Unbounce - What Data is Important for Customer Success?
26 Jan 2018
Contributed by Lukas
Jonas Stanford, the Director of Customer Success at Unbounce, talks with us about what data is important to focus on for customer success teams, and h...
Ingmar Zahorsky, Director of CS at ChartMogul - Scaling a Customer Success Team, and more
14 Jan 2018
Contributed by Lukas
Ingmar Zahorsky, the Director of Customer Success at ChartMogul, discusses some of the challenges to scaling a customer success team, and a startup in...
Keri Keeling, Head of Customer Success Enablement & Quality at Oracle
17 Dec 2017
Contributed by Lukas
With over 22 years of experience, lots of trial and error, and seeing the concept of Customer Success from multiple industries and how it has evolved ...
Christina Kopka, Lead of Customer Success EMEA & APAC at Twilio
04 Dec 2017
Contributed by Lukas
Christina Kopka, Twilio's Lead of Customer Success in EMEA & APAC goes into what it is like for CSMs at Twilio, how their business model is a...
Michael Redbord, VP of Services & Support @ Hubspot
23 Oct 2017
Contributed by Lukas
Michael Redbord discusses Hubspot's journey from having everyone "just do on-boarding," to building out their customer success divison....
Yves Doucet, CEO of Dovico - Creating a Culture of Customer Success
09 Oct 2017
Contributed by Lukas
After chatting away for 15 minutes about being in ketosis and which types of meditation we practice, Yves Doucet and I finally got into talking about ...
Jeff Gardner, Director of CS at Intercom - The Early Days of Intercom & Building a Team
25 Sep 2017
Contributed by Lukas
Jeff Gardner, the Director of Customer Support & Success at Intercom, was their 4th employee and has been there from the very beginning. He tells ...
Jonathan Bean, CMO at Mynewsdesk - Marketing, Growth & Customer Success
11 Sep 2017
Contributed by Lukas
Jonathan Bean, the CMO of Mynewsdesk, a Swedish start-up Headquartered in the city of Stockholm, spoke with me about what it was like growing the comp...
Tania Kefs, Head of CS at Aircall - Building a Customer Success Division & CS
04 Sep 2017
Contributed by Lukas
Tania Kefs, the Head of Customer Success at Aircall, was their very first employee and is also responsible for building their Customer Success departm...
Pietari Suvanto, Co-Founder at Vainu - Growth & Customer Success
28 Aug 2017
Contributed by Lukas
Co-founder of Vainu, Pietari Suvanto, talks with us about Vainu's recent and continuous growth and how customer success has played a role in that...
David Apple, VP of Customer Success @ Typeform
28 Aug 2017
Contributed by Lukas
David Apple, the VP of Customer Success at Typeform, talked with Planhat about what it was like to build the CSM team from the ground up. He talks str...
Steve Lucas, CEO of Marketo - Customer Success with Planhat
28 Aug 2017
Contributed by Lukas
Steve Lucas, the new CEO of Marketo, talked with us on his 100th day on the job. He talks about why he chose to join the company, what some of his pla...
Ed Buckley, CEO of Peerfit - Growing a startup & preparing for Series B funding
23 Aug 2017
Contributed by Lukas
Ed Buckley, the CEO and co-founder of Peerfit, and a friend of mine sat down with me to talk about where his company is at and where they hope to go. ...
Peter & Kurt Akman from Raxar - Growing a Start-Up & Customer Success
05 Apr 2017
Contributed by Lukas
Peter Akman, CEO & co-founder of Raxar, and his brother Kurt Akman talk about what it is like being a start-up in the enterprise and government se...