Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important.This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nathan to share how her team has tackled this p

Building Community/Business Alignment

Dec 11th, 2023 52m 27s

This week, Jeff talks with Jake McKee, founder of Jake McKee Consulting about community's role in business. Jake shares some critical points for companies looking to bring a community program into their business model that help ensure it is mor

Scaling CS with Dan Ennis from Monday.com

Dec 4th, 2023 46m 20s

This week, Dan Ennis, Manager of Scaled Customer Success at Monday.com joins Jay Nathan to continue our series about Scaled CS.Starting with Dan's definition of scale, "Increasing the impact with customers without necessarily having the same i

Scaling Customer Success with Nisha Baxi from Gong

Nov 27th, 2023 1h 1m

This week Jay Nathan is joined by Nisha Baxi, Head of Community and Digital CS at Gong to discuss the 5 questions that are often asked by companies who haven't implemented community.Why Community (What is the ROI/Value)Who should own and run

10-Minute Trumpet: 3 Keys for Scaled Success

Nov 20th, 2023 7m 20s

This week Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small number of things very well.Simple options such as education and trainingTracking consistencyStrong content

10-Minute Trumpet: 3 Layers of Education: Product, Business, Market

Nov 13th, 2023 8m 33s

This week, Jeff Breunsbach takes a look at some important components of customer education:ProductLearn what part of your product aligns with the customer needsOur customers don't need to utilize every part of our product or be aware of ever

10-Minute Trumpet: Having a Named CSM

Nov 6th, 2023 8m 12s

This week Jeff takes a look at the impact of equating a Named CSM with quality service. With the current economy, having a named CSM is a luxury many companies are no longer investing. CS teams are now in a position to pivot, but an understandi

10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles

Oct 31st, 2023 8m 19s

This week Jeff takes a moment to talk through the waves of the Customer Success Team journey.There are typically 3 waves of focus within the team as specialization becomes necessary.First 2 waves are mainly focused on 1:1 programs while the 3

Integrating Your CS Goals with Community

Oct 23rd, 2023 40m 5s

This week, Nicole Saunders, Director of Community at Zendesk talks with Jeff about how community can help bring value to the customer experience by bringing CS in as a strong content provider.Helps move from a transactional to a relational and

Scaling CS: Tessa Thorburn with Loom

Oct 16th, 2023 40m 42s

Another session in our Scaling CS series, Tessa Thorburn, Head of Customer Success joins Jay to talk about how her team at Loom has used scale to increase their efficiency and value to customer. From role specialization to programs that scaled

Scaling CS: Mike Sasaki with Emburse

Oct 9th, 2023 52m 29s

In this episode, Mike Sasaki, VP of Customer Success at Emburse talks with Jay about scaling CS. Not simply from a growth perspective, but a more important impact on profitability focus. From areas of his business he has been able to scale effe

Rolling Out Changes

Oct 2nd, 2023 44m 13s

Change is inevitable, but how a leader handles it can be the difference between success and failure.Join Dillon Young, Leader of CS at Maxwell as he and Jeff Breunsbach take a look at changes and how to handle them well.Identify issues and ga

Implementation is Not Onboarding

Sep 25th, 2023 39m 48s

This week Jeff Kushmerek joins Jeff Breunsbach to talk about the difference between onboarding and implementationOnboardingImplementationOngoingFinite PeriodMeasurement - Time to ValueMeasurement - Time to LaunchNo handoffsMultiple

Setting Priorities for Your Team

Sep 18th, 2023 40m 3s

Sandy Yu and Jeff Breunsbach talk about the importance of priorities in this week's Gain Grow Retain podcast. Knowing that there can only be one priority at a time, how do you select what to focus on? Here are some of the questions being discus

Scaled CS: Daphne Lopes, Hubspot

Sep 11th, 2023 1h 4m

Daphne Lopes, Principle Manager of CS at Hubspot joins Jay Nathan to talk about Hubspot's focus on meeting each customer at the right time with the right information through scaled CS.In this episode, learn how segmentation, data models, conte

How CS Leaders Can Adopt AI

Sep 4th, 2023 46m 22s

This week Rohan Gupta and Gopal Srinivasan, Partners at Deloitte, join Jeff to talk about a hot topic: AI in Customer Success.Generative AI has made access more accessible for the average person, but what are some ways CS teams can utilize AI

10-Minute Trumpet - Specialized Roles

Aug 28th, 2023 8m 36s

This week, Jeff discusses the various stages of the CS team and focuses on the newest realm of specialized roles. All of the stages are important to building an effective team. These specialized roles: Scaled Program Managers, Customer Marketer

The Vault -Building Relationships During Uncertain Times

Aug 21st, 2023 55m 42s

In this re-release from April 2020, Jay Joined Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series.Although they talk about the impact of COVID on the market in general and customer engagement specifical

Scaling CS with Community

Aug 14th, 2023 44m 55s

This week, Jay Nathan talks to Shauna McClemens about how Higher Logic Vanilla has built a strategy utilizing their customer community to scale CS programs. By ensuring that the entire community is focused on customer success, companies are abl

10-minute trumpet - Relationships at Scale

Aug 7th, 2023 8m 11s

This week, Jeff takes a quick look at the increasing need to build relationships, and the need to do it at scale. Why scale a relationship? The changing dynamic of the stakeholders themselves as well as the need to move away from a single poin

10-Minute Trumpet - Over-indexed on having named CSMs

Jul 31st, 2023 7m 3s

This week, Jeff takes a quick look at the idea that every customer gets a CSM. This belief has resulted in high costs, lower impact, and a mistaken idea that the CSM is the solver of all problems.Instead, focus on your top revenue generators f

Scaled CS is all about efficiency

Jul 24th, 2023 47m 19s

Scaled CS is a hot topic due to the constraints most organizations are facing, but what does that really mean and how do you do it well?Chris Dishman, SVP of Customer Success at Totango spends some time with Jeff sharing his insights. Scaling

10-minute Trumpet - Take Pressure Off Your CSM Team

Jul 17th, 2023 7m 23s

This week, Jeff takes a quick look at how to help your CSM team manage the increasing pressure they are under: 1:many programs.Jeff walks you through 5 steps to move quickly into some effective and simple ways to to allow your CSMs to scale wh

The Vault - 7 Pillars of CS

Jul 11th, 2023 39m 33s

This week we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success.Focusing on the fact that it is moments with the customer rather than the customer relationship that is owned, Wayne shares how focusing on

Want to Become a World Class CSM?

Jul 3rd, 2023 8m 29s

In this 10-minute trumpet, Jeff Breunsbach shares his views on how CSMs should be preparing for career growth. Instead of the Enterprise-level CSM being the goal, focusing on building scaled CS skills is going to give you the biggest bang for y