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 technology. We cover questions such as: Is value subjective? Is engineering value an art or a s

Why do we do QBRs?

Dec 11th, 2023 39m 40s

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 QBRs, and we address some of the most common misconceptions in this episode, answering questi

The Customer Success Platform... Opportunity or Burden?

Nov 10th, 2023 41m 46s

Valerio and William welcome Justin Bradley, a veteran of both cybersecurity and customer success. In this episode, we tackle such thorny questions as:- Why do you need a Customer Success Platform?- When is the right time for companies to start

Are Customer Success and Project Managers Frenemies?

Oct 10th, 2023 40m 2s

Hosts William and Valerio speak to Carlynn McCarthy, a Professional Services Project Manager who has worked at a number of small and large, on-premises and SaaS companies working on large-scale enterprise customer implementations. We tackle the

SaaS Spotlight Panel: IoT, EHSS & Cybersecurity sectors

Mar 22nd, 2023 41m 52s

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 logistics and fleet management, through to Health & Safety compliance, cybersecurity and susta

Voice of the Customer - How should Customer Success Teams work with Product Teams?

Jan 8th, 2023 33m 14s

Valerio and William welcome James Alliband, esteemed Product Manager in Cybersecurity on to the show for the first time. James lends his extensive experience to a lively debate about the do's & don'ts of product teams and CSMs who want to work

Is Customer Success a Must-Have?

Nov 12th, 2022 30m 47s

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 to the show to discuss how companies make the transition to the cloud, to SaaS and to CS and t

From Culture to Community

Oct 11th, 2022 24m 32s

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 of the CS community, and ways to contribute and support colleagues and peers within the Custo

Building a Culture of Customer Success

Sep 12th, 2022 32m 27s

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 Customer Success community. We discuss the ins and outs of building a culture of CS within your o

Hunters vs Farmers Part 2

Aug 11th, 2022 25m 47s

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 (!) Sales just ignores it and carries on regardless. Don't worry, we're all still friends by the e

Hunters vs Farmers Part 1

Aug 11th, 2022 28m 46s

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 other's toes!Valerio and William are joined by Louise Lundgren and Jeff Heckler

Data vs Intuition (plus the View from Sales Engineering)

Jul 11th, 2022 45m 36s

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 in parallel to your 'gut' feeling about account health and required activities. Can you rely

A Brief History of Customer Success (and its future)

Jun 11th, 2022 36m 4s

Valerio and I welcome Christian Jakenfelds to the show. Christian has a rich background in customer success, his tenure includes such companies as Tessian, and he is now at Planhat, fully immersed in all things CS.We speak to Christian about ke

CSMs: Escalation Addicts? The View from Support

Mar 12th, 2022 40m 39s

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 all of this and more when Valerio and William are joined by Geran Smith, who has spent time b

Isn't a CSM Just a Fancy Account Manager? The View From outside SaaS

Feb 12th, 2022 35m 44s

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/customer divide. Listeners can enjoy our views on :Do non-SaaS IT companies need a Customer Succe

I didn't even know we had a Customer Success team... The View from Professional Services

Jan 12th, 2022 41m 31s

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 given him a unique outsider's perspective on how software was shipped before and after the world

You're comping me on what, now???

Dec 12th, 2021 35m 46s

This episode, Valerio and William welcome Marije Skobe-Pilley as their guest speaker. Marije has extensive experience as a CSM and Team Lead. Topics covered include:Should CSMs be commercially driven?Are Customer Success roles recession-proof?H

Executives vs End Users

Nov 15th, 2021 31m 23s

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 actually is a CSM?- Should you spend more time with senior stakeholders or the team who actua

Rate