Trust Me, I'm a CSM
Activity Overview
Episode publication activity over the past year
Episodes
The End of Customer Success...?
01 May 2024
Contributed by Lukas
Hosts Valerio and William discuss how market and industry challenges from 2020-2023 have influenced the evolution of the CSM role in 2024 and beyond.
The Value Episode
03 Jan 2024
Contributed by Lukas
Hosts Valerio and William are joined by Ty Friend to discuss value and value engineering, a relatively new concept in the world of SaaS and emerging t...
Why do we do QBRs?
11 Dec 2023
Contributed by Lukas
Our guest this time around is Rebecca Wilde who has over six years in client-facing and Customer Success roles. Almost every CSM has their own take on...
The Customer Success Platform... Opportunity or Burden?
10 Nov 2023
Contributed by Lukas
Valerio and William welcome Justin Bradley, a veteran of both cybersecurity and customer success. In this episode, we tackle such thorny questions as:...
Are Customer Success and Project Managers Frenemies?
10 Oct 2023
Contributed by Lukas
Hosts William and Valerio speak to Carlynn McCarthy, a Professional Services Project Manager who has worked at a number of small and large, on-premise...
SaaS Spotlight Panel: IoT, EHSS & Cybersecurity sectors
22 Mar 2023
Contributed by Lukas
In this episode, Ryan Noakes and Ramon Wiersema join Valerio and I to compare notes on working as CSMs for SaaS companies in various industries, from ...
Voice of the Customer - How should Customer Success Teams work with Product Teams?
08 Jan 2023
Contributed by Lukas
Valerio and William welcome James Alliband, esteemed Product Manager in Cybersecurity on to the show for the first time. James lends his extensive exp...
Is Customer Success a Must-Have?
12 Nov 2022
Contributed by Lukas
We know... How could three seasoned CS professionals even debate such a topic? Join Valerio and William as they welcome guest speaker Lauren Verby on...
From Culture to Community
11 Oct 2022
Contributed by Lukas
Building on the theme of CS Culture, William Belcher speaks to Bhavika Khochhar about why people join communities, how it can help a CSM to be a part ...
Building a Culture of Customer Success
12 Sep 2022
Contributed by Lukas
Valerio and William are joined by Bassam Khoreich - Bassam has been a CSM for a number of years and is a vocal and passionate member of the global Cus...
Hunters vs Farmers Part 2
11 Aug 2022
Contributed by Lukas
Our sales vs CSMs debate kicks into a higher gear in Part 2 as we discuss the Ideal Customer Profile, why it's so important, and why occasionally...
Hunters vs Farmers Part 1
11 Aug 2022
Contributed by Lukas
This episode pits Sales against CSMs in the first of our two-parter about how Sales and CS can collaborate, make money and avoid stepping on each othe...
Data vs Intuition (plus the View from Sales Engineering)
11 Jul 2022
Contributed by Lukas
In this bumper episode, we welcome Tim Nursall as our guest speaker. We cover a range of important topics such as :How should you use user data points...
A Brief History of Customer Success (and its future)
11 Jun 2022
Contributed by Lukas
Valerio and I welcome Christian Jakenfelds to the show. Christian has a rich background in customer success, his tenure includes such companies as Tes...
CSMs: Escalation Addicts? The View from Support
12 Mar 2022
Contributed by Lukas
Are CSMs just Escalation Managers? Should CSMs respond to customers on support tickets? What can a CSM do to work well with the support team? Find out...
Isn't a CSM Just a Fancy Account Manager? The View From outside SaaS
12 Feb 2022
Contributed by Lukas
Our guest speaker today is Murat Mendi, who has worked as a CSM as well as IT manager and a variety of different roles on both sides of the vendor/cus...
I didn't even know we had a Customer Success team... The View from Professional Services
12 Jan 2022
Contributed by Lukas
In this lively episode, Valerio and I welcome John Tait as our guest. John has worked extensively in the world of Professional Services, which has giv...
You're comping me on what, now???
12 Dec 2021
Contributed by Lukas
This episode, Valerio and William welcome Marije Skobe-Pilley as their guest speaker. Marije has extensive experience as a CSM and Team Lead. Topics c...
Executives vs End Users
15 Nov 2021
Contributed by Lukas
In our first ever episode, Valerio and I discuss the various challenges of being a CSM and running a CSM team. Some key topics covered include :- What...