Breakthrough SaaS Growth with The Jasons

Join us when we speak with Rupesh Rao. Rupesh is the CEO and founder of CogniSaaS. CogniSaaS helps enterprise SaaS companies deliver customer-centric onboarding and implementation at scale. In this episode, Rupesh is going to share his experiences and insights in how to best help companies manage complexity during the onboarding and implementation process. ABOUT RUPESH RAO Rupesh has over 20 year’s experience globally (including US, EMEA and APAC) in leading multi-national companies as well as fast growing SaaS companies in multiple industry verticals. These roles include software engineer, account manager, Chief Customer Officer, and now CEO of CogniSaaS. CONTACT NICK MEHTA https://www.cognisaas.com/ https://in.linkedin.com/in/rupeshrao CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Nick Mehta. Nick is the CEO of Gainsight, the platform that helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. In this episode, Nick shares his view of the growing importance of Customer Success in the next 5 years. ABOUT NICK MEHTA Nick Mehta is a SaaS veteran. He works with a team of over 1400 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, parody music videos, and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try. CONTACT NICK MEHTA https://www.gainsight.com/ https://www.linkedin.com/in/nickmehta/ https://twitter.com/nrmehta CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Manuel Harnisch. Manuel is VP a seasoned VP of Customer Success with extensive experience building and leading CS teams with very technical products and technical teams. Many SaaS companies have technical staff in their product team, but, especially in the B2B space, they are focused on providing functionality that is used by non-technical users, such as front-office staff. We don’t often talk about what it takes to make customers of very technical products, with very technical staff, successful. Today we are going to change that. ABOUT MANUEL HARNISCH Manuel is a serial startup executive who most enjoys helping young companies and founders to develop and grow their Customer Success motions, particularly those who solve complex technical challenges for their customers. He has grown and led multiple customer success teams. On a personal note, he's been making the most of the COVID years by shedding 100lbs and spending more time with those who matter most in his life. Going forward, he's again looking to help early-stage XaaS companies in their Customer Operations and Success journey. Contat MANUEL HARNISCH https://fossa.com/ https://www.linkedin.com/in/manuelharnisch/ [email protected] https://twitter.com/ManuelHarnisch CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak Lynn Hunsaker. Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum. Lynn is joining us today to talk about CS leaders as the stewards of customer value. Lynn recently wrote an important article for My Customer talking about shrinkflation and skimpflation, and how during times of economic downturns many companies make the mistake of reducing the scope, content, and value of their products and services. Lynn shares insights about how this can harm your company, brand and customers. She also shares ideas about what you can do instead. ABOUT LYNN HUNSAKER Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum. She led company-wide customer experience transformation for many years at B2B Fortune 250 firms Applied Materials and Sonoco Products. Starting out in the Strategic Planning department, her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality. Lynn is a past CXPA Board member and she is a CXPA Recognized Training Provider, Certified Customer Experience Professional, Professional Certified Marketer, Certified Quality Manager, and Certified MBTI Practitioner. She is past president of Silicon Valley American Marketing Association and Bay Area Association for Psychological Type, and past co-chair of several CXPA committees. She was the first in the world to benchmark marketing operations practices, and she also designed the first ever global study of B2B customer experience practices, which she conducted for 5 years. Lynn is author of 3 Kindle handbooks, including Innovating Superior Customer Experience and Metrics You Can Manage for Success. She is one of five recipients of CustomerThink's Hall of Fame Award. Lynn’s current passion, and life work repository, is the Experience Value Exchange subscription community, which she cofounded to help your extended CX team make CX a team sport across your company's non-customer-facing groups, for a 1-to-1 ratio between your brand promise and customers’ realities. CONTACT LYNN HUNSAKER CX Team Sport Awards: ClearAction.com/cx-team-sport-awards Experience Value Exchange: ClearAction.com/team-sport Experts’ CX+EX+PX MasterClass: ClearAction.com/leader CX Playbook: ClearAction.com/customer-experience-faq LinkedIn: LinkedIn.com/in/lynnhunsaker Twitter: @clearaction Facebook: Facebook.com/customerexperienceoptimization CustomerThink: CustomerThink.com/author/clearaction CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Dana Alvarenga, VP of Customer Experience at Slap Five. Dana Alvarenga is a very well know and leader in customer experience and customer success, with a big focus on voice of the customer programs, advocacy and customer marketing. In this episode, Dana shares her insights into growing and expanding your Voice of the Customer Program. ABOUT DANA ALVARENGA Dana has over 15 years of experience in the technology industry within sales, sales training, management, customer education and success. At SlapFive she is the VP of Customer Experience and leads the Customer Success function, along with Education, VOC, and Advocacy. In her role she is always striving to deliver an amazing customer experience by constantly improving, educating, and building customer focused programs and processes. Dana is customer obsessed, lover of travel, food, her family and a reality TV junkie! Contat Dana Alvarenga Slap Five: https://www.slapfive.com/ LinkedIN: https://www.linkedin.com/in/danaalvarenga CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we discuss the concept of "Ideal Customer Behavior" (ICB) and how you can use it to drive desired customer actions and success. Far too often, we narrowly focus on things like the customer profile and journey map without identifying and influencing the specific actions – the behaviors – our customers need to take to ensure success. By taking a behavior-based approach, you can improve the way you engage with customers to ensure they, and you, achieve greater levels of success. Check out this episode to learn how focusing on Ideal Customer Behavior can help you drive success! CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

"What Do We Need to Talk About Customer Marketing?" This is an often overlooked, but huge aspect of marketing. Customer marketing extends beyond acquiring customers and is focused on our existing customers. It aims to identify and market additional products or services to existing customers, retain them as customers, and develop them into advocates. Join Jason Noble and Jason Whitehead when we sit down with Kristi Faltorusso, to learn why customer marketing is so important, how it is different than traditional marketing, and what you need to do to effectively market to existing customers. ABOUT KRISTI FALTORUSSO Kristi is an industry-leading and award-winning customer success executive and thought leader with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she's helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy. Kristi is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs, and more. CONTACT KRISTI FALTORUSSO LinkedIn: https://www.linkedin.com/in/kristiserrano/ClientSuccess: https://www.clientsuccess.com/Keeping CS Simple: https://www.keepingcssimple.com/

Join us with guest Ben Winn, brand and community manager at Catalyst Software and one of the leading customer success community and thought leaders. Catalyst is the world's most intuitive Customer Success Platform (CSP), built by an experienced group of industry leaders and integrates with multiple enterprise platforms to provide one centralized view of customer data. Ben specializes in branding, community-led growth, and creative strategy. ABOUT BEN WINN Ben Winn leads community and brand marketing at Catalyst Software, where he oversees content, events, partnerships, and more. Before founding CS in Focus, Ben previously built out the customer success function at SeamlessMD, Canada's largest customer success community with over 2000 members. In 2021 he was ranked as one of the Top 25 Customer Success Strategists globally, and in 2018, he won the Customer Success Innovator of the Year award for creating the account behavior formula. CONTACT BEN WINN LinkedIn: https://www.linkedin.com/in/benwinn/ Catalyst: https://catalyst.io/

Join us with guest Harini Gokul, customer success leader at AWS (Amazon Web Services), where she’s building and leading customer success for our Amazon’s next generation customers. These include ISV (Independent Software Vendors), hyper-scale Digital Native Businesses (DNB), Private Equity, Games, and Small and Medium Business customers, helping them accelerate, develop, and scale customer success. ABOUT HARINI GOKUL Harini is a technology executive, investor, and a civic leader, She’s a recognized thought leader in leveraging cloud solutions to accelerate customer transformation and has worked building growing and scaling cloud businesses. She is a strategic leader with extensive global experience and loves the challenge of building from scratch and navigating complexity. She’s spent time in leadership positions with Microsoft, Amazon and IBM and has worked with many global customers, ranging from Fortune 500 enterprises to startups. In addition to her primary focus on customer success and go-to-market strategy, she has led numerous policies, programs, and outreach efforts aimed at building trust in the cloud and addressing data privacy, ethics, and security challenges associated with these emerging technologies. Harini is also extensively involved in community leadership and the field of social impact. CONTACT HARINI GOKUL LinkedIn: https://www.linkedin.com/in/harini-gokul/

Join us with guest Markus Rentsch, CEO of Remark-able. A high-profile customer success thought leader, coach, and consultant. Markus has created the Customer-Value-Led-Growth business model for SaaS companies. Through his work at Remark-able, Markus provides a unique approach that aligns companies on continuously growing and monetizing customer value. ABOUT MARKUS RENTSCH Markus is a customer success consultant and keynote speaker and well-known community influencer in the world of customer success. Markus works as a business consultant helping to change the way SaaS companies grow and to help them put the customer first. Markus is also the founder of the recently published newsletter “Masters of Net Revenue Retention”. Prior to starting his own business, Markus worked in various roles in corporate development. CONTACT MARKUS RENTSCH LinkedIn: https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/Remark-able: https://remark-able.atMasters of Net Revenue Retention: https://markusrentsch.substack.com

Join us with guest Kristi Faltorusso, VP of Customer Success at ClientSuccess, a leading customer success management solution, where she leads Customer Success, Technical Support and Consulting. ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base, and their goal is to help businesses drive a “Culture of Customer Success” across your entire organization. ABOUT KRISTI FALTORUSSO Kristi is an industry-leading and award-winning customer success executive and thought leader with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she's helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy. Kristi is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs, and more. CONTACT KRISTI FALTORUSSO LinkedIn: https://www.linkedin.com/in/kristiserrano/ClientSuccess: https://www.clientsuccess.com/Keeping CS Simple: https://www.keepingcssimple.com/

Join us with guest Alex Farmer, VP of Customer Success at Cognite, a global industrial AI Software-as-a-Service (SaaS) company supporting the full-scale digital transformation of heavy-asset industries around the world. At Cognite, Alex helps empower companies with contextualized OT/IT data to drive industrial applications that increase safety, sustainability, and efficiency, and drive revenue. Interests include turning red accounts green, mediocre jokes, and delighting customers. ABOUT ALEX FARMER Alex is a Customer Success executive with experience building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. He’s the Founder and CEO of Customer Success Excellence - the world's first awards event dedicated to the Customer Success profession, with the first event planned in London later this year. CONTACT ALEX FARMER LinkedIn: https://www.linkedin.com/in/alexanderfarmer/Customer Success Excellence: https://www.customersuccessexcellence.com/

Join us with guest Irit Eizips, CEO and Chief Customer Officer for CSM Practice, a global customer success management consulting firm, that specializes in working with executives to accelerate the creation and implementation of Customer Success strategies. Today we’re talking with Irit about how you go about designing and implementing customer success strategies in complex organizations (and what exactly complex organizations are). ABOUT IRIT EIZIP Irit Eizips is CEO of CSM Practice, a global customer success management consulting firm. The firm specializes in working with executives to accelerate the creation and implementation of Customer Success strategies, derive extensive value from Customer Success technology solutions as well as coach customer facing teams in Customer Success Management. She has been pivotal in shaping Customer Success methodologies and best practices. She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. ABOUT CSM Practice CSM Practice specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology, and was the first to develop accelerated methodologies for customer success programs and is continuously producing thought leadership content for the Customer Success community. The company was founded in 2014 and is headquartered in Sunnyvale, California. Additional information can be found at www.csmpractice.com CONTACT IRIT EIZIPS LinkedIn: https://www.linkedin.com/in/eizips/Visit CSM Practice website: https://www.csmpractice.com

Join us with guest Aaron Jone, VP of services and global partner strategy at HubSpot. HubSpot is a leading CRM platform that provides software and support to help businesses grow better. Our platform includes marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. Today, thousands of customers around the world use our powerful and easy-to-use tools and integrations to attract, engage, and delight customers. Today we’re talking with Aaron about storytelling and how to use it to really engage with your customers and your internal teams. ABOUT AARON JONES Aaron Jones is a Professional Services and Customer Success executive, who has been responsible for the vision and execution of delivering optimal customer experiences at companies that include Adobe, Discovery Education, Network for Good, Sprinklr, and others. Leveraging data, leading indicators, and strategic outreach, he has proven success creating engagement models that drive adoption, are predictive of customer retention and growth, and increase customer satisfaction and overall NPS. Aaron serves as an Advisor for the diversity and inclusion consultancy firm, Cook Ross. CONTACT AARON JONES LinkedIn: https://www.linkedin.com/in/aaronejones Visit Hubspot website: https://www.hubspot.com

Join us with guest Philipp Wolf, CEO of Custify, a customer success platform designed for your B2B SaaS business that helps you better meet customers' needs, reducing churn and increasing lifetime value, and that allows you to see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Today we’re talking with Philipp about the state of the customer success industry and where it’s going. ABOUT PHILIPP WOLF As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data. CONTACT PHILIPP WOLF LinkedIn: https://www.linkedin.com/in/philippwolf/ Visit Custify website: https://www.custify.com/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us with guest Guy Nirpaz, CEO of Totango, the fastest growing and most trusted provider of modular customer success software and author of the renowned book “Farm Don’t Hunt, The Definitive Guide To Customer Success”. Today we’re talking with Guy to learn about how the world of customer success is changing and evolving and what some of the key forward looking trends in the industry are. ABOUT GUY NIRPAZ Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. CONTACT GUY NIRPAZ LinkedIn: https://www.linkedin.com/in/guynirpaz/ Visit Totango website: https://www.totango.com Link to Guy’s book on Amazon: https://www.amazon.ca/dp/0692620931/ref=cm_sw_em_r_mt_dp_QRAXZZXD97K8BD43STGN Link to Totango’s upcoming Executive Customer Forum event: https://www.totango.com/events/customer-success-summit/executive-forum? ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us with guest Dickey Singh, CEO & Co-Founder of Cast.app, a company focused on scaling customer success and post-sales. Today we are talking with Dickey to learn how to scale Customer Success with Automation. We will explore new and emerging areas of automation, such as using advanced technology to offer on-demand, personalized automated business reviews. We discuss other opportunities, challenges, and implications for using automation tools to scale your CS reach and impact. ABOUT DICKEY SINGH: Dickey Singh is the CEO and cofounder of cast.app. Cast drives success, health, adoption, retention, and impactful outcomes for your customers and expansion revenue for you. Previously, Dickey was the founder and CEO of two companies and earlier, he was SVP of product, CTO, or operator creating customer-facing products at several venture-backed companies serving Apple, Google, Salesforce, SAP, and other customers. He has ten patents and lives in the SF Bay area with his wife, twins, and an English Lab Elektra. CONTACT DICKEY SINGH LinkedIn: https://www.linkedin.com/in/dickey/ Visit Cast website: https://cast.app Use Cast for free or Book a demo: https://cast.app/#GetStarted ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we take a deep dive into the question, "Is Customer Success a Professional Service?” There is still a wide variety of perspectives if customer success is a cost-center, a profit-center, a professional service, or something else entirely. In addition, many organizations struggle with deciding what level of service to give for free, and what, if anything, should include a fee. Check out this episode to learn more about the considerations and implications for treating customer success as a professional service! CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us with guest Mara Vicente, VP of Customer Solutions and Interim Head of Customer Success at Pipedrive. Today Mara shares her insights about how to grow long-term relationships and partnerships through customer support. Mara discusses what she has learned from working in multiple disciplines and areas in organizations, and how all these experiences combine to help her advance customer success at Pipedrive. ABOUT MARA VICENTE: Mara Vicente has 20 years of experience in Customer Service: a background in Team leadership and multi-department Coordination for different national and international Telecommunications companies and also in the short-term Rental Industry. Mara’s experience includes leading all customer-facing areas as VP Operations for Housetrip and Uniplaces. Deep experience also in Project management and Customer Experience Management, having collaborated in the design and implementation of several transformational projects (impacting operational and cultural change) on Customer Centricity. Mara’s major professional experience includes Oni Telecom, Tele2 Portugal (acquired by Optimus), Optimus (merged with ZON), HouseTrip (acquired by Tripadvisor), Uniplaces. CONTACT MARA VICENTE LinkedIn: https://www.linkedin.com/in/marafigueiredo/ Pipedrive website: https://www.pipedrive.com/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we examine the critical need for customer success professionals to learn to “Speak your customer’s language.” Customer Success professionals need to establish strong, trusted relationships where we can truly influence our customers to take actions that can increase their own success. To do this, you need to learn to engage with them and use language that resonates with them. Yet, sadly this is not often done Check out this episode to learn more about why and how you can learn to speak your customer’s language! CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us with guest Chris Hicken, CEO of 'nuffsaid, a workflow intelligence tool that lets you focus on the work that matters. Today Chris talks about the criticality of building out effective Customer Success Operations. We will look at the role of CS Ops, how it helps you scale, and the value it delivers to customers. We will also talk about when and how you should build out your CS Ops capabilities. ABOUT CHRIS HICKEN: Chris Hicken is a Co-Founder and CEO of ‘nuffsaid—the Proactive Intelligence product that helps Customer Success teams do the right tasks with the right customers at the right time. Chris has 15 years of experience as a leader, investor, advisor, and board member, and was formerly the President and COO at UserTesting. He is an advocate for Customer Success leaders and was recognized as a Top 100 Customer Success Strategist in 2020. CONTACT CHRIS HICKENS LinkedIn: https://www.linkedin.com/in/chrishicken/ 'nuffsaid Website: https://nuffsaid.com/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Customer Success Tools & Technology of Tomorrow Join us with guest Prithwi Dasgupta, CEO of Smart Karrot, a leading customer success platform. Today Prithwi shares his insights and experience around customer success technology and where it is heading in the future. We look at things such as how using Artificial Intelligence (AI), predictive analytics, and other tools will help scale customer success programs and empower CS professionals. ABOUT PRITHWI DASGUPTA: Prithwi is passionate about value – value to customers and value to employees. In his prior role as President of the technology business, he grew his business unit over 30 times focusing on retention, engagement and value. At SmartKarrot, in addition to leading the organization, Prithwi wears the hat of being the “Chief Success Partner” for customers and the SmartKarrot team. CONTACT PRITHWI LinkedIn: https://www.linkedin.com/in/prithwidasgupta/ Smart Karrot Website: https://www.smartkarrot.com/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we're talking about scaling your customer success program. As the field of customer success (CS) matures, increasingly organizations are looking for how they can improve the reach of their CS programs, without just adding headcount. This often involves expanding their low-touch programs, developing new content, and investing in new tools. We explore some of the options for scaling your CS program, challenges you face, and approaches that can make you successful. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK-based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Customer success is one of the most exciting and rapidly growing career fields. There are many ways to break into the field and to navigate your customer success career. Today we are joined by Jared Orr, who is here to talk about his career journey. Jared is very well known in the community and customer success is a big contributor to a number of the communities out there like CS insider, practical CSM, and your very own success. Jared has his own blog, the Customer Success Whisper, and also is the host of his own podcast. Come learn Jared’s route to career success and get inspired to grow your own customer success career! ABOUT JARED ORR: Jared started his client-facing career while attending university. He worked part-time at a Human Resources outsourcing company. While there, he worked in sales operations, onboarding, and implementation. Upon graduation, he decided to try his hand at front-line sales. After six months at what he thought would be a great opportunity (sales job disguised as telemarketing), he decided to make a career change. June of 2018 he accepted his first job in Customer Success and hasn't looked back. He now works as a CSM for a global software company that creates virtual data rooms. He's started his own blog site, Customer Success Whisperer, and has recently started a podcast where he interviews successful entrepreneurs (many of which are in the CS/CX space). He also is heavily involved in the community as a contributor to sites like Success Chain, CS Insider, and Practical CSM. CONTACT JARED LinkedIn: https://www.linkedin.com/in/jaredsorr/ Twitter: https://twitter.com/cswhisperer Instagram: https://www.instagram.com/saasy_csm/ Blog: https://cswhisperer.org/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us with guest Sasi Yajamanyam, a leader in the world of customer success. Sasi has built numerous customer success teams and programs over the last 15 years and now he is in the process of publishing a book about customer success. Sasi shares his insights into the evolution of customer success and where we are today. He shares his ideas about some of the challenges, opportunities, and current trends in customer success. ABOUT SASI YAJAMANYAM: Sasi Yajamanyam has built customer success programs at small and large organizations over the last 10+ years. Currently, he is building ‘at scale’ customer success programs at ServiceNow. Before ServiceNow, he built a global customer success team from ground up at CEB (now Gartner) and served as an advisor to CIOs at large organizations.. He believes customer success is ‘everyone’s’ job but leaders lack tools to make that happen. His upcoming book Next Gen Customer Success is about re imagining customer success, and providing a guide to the c-suite on how to build a customer-centric company. CONTACT SASI LinkedIn: https://www.linkedin.com/in/sasiyajamanyam/ SASI'S BOOK: "Next Generation Customer Success" Sasi's new book is scheduled for publication in the summer of 2021. You will be able to buy it on Amazon and other online booksellers. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us with guest Donna Weber, a leading expert in customer onboarding. Donna has recently launched her new book called “Onboarding Matters. How Successful Companies Transform New Customers into Loyal Champions.” Donna shares her insights and experience around customer onboarding and how to create high-impact onboarding programs. Onboarding is one of the most critical phases in the customer journey and many organizations struggle to get it right. ABOUT DONNA WEBER: Donna Weber is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises create customers for life. Donna is a recognized Customer Success thought leader, influencer, strategist, advisor, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. It’s that simple. High growth companies hire Donna to increase customer retention, decrease time to customer-first value, increase customer lifetime value, reduce implementation time and costs, increase product usage and adoption, and scale Customer Success organizations. CONTACT DONNA LinkedIn: https://www.linkedin.com/in/donnaweb/Twitter: https://twitter.com/donnawebWebsite: https://www.donnaweber.com/ DONNA'S BOOK: "ONBOARDING MATTERS" Donna is the author of “Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions“. You can also review other articles by Donna: Onboarding ≠ ImplementationFirst value. Avoiding the trough of disillusionment.Whoever Understands The Customer Best Wins ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we're talking about something that is super important, not just to customer success, but to the wider business, customer lifetime value (CLTV). What is it? What do we mean by it? And what does it mean for our customers? Customer lifetime value is not just about the sale or the acquisitions, it's about the long-term relationship. , but when you start to think about customer lifetime value it opens up a lot of doors for how to improve your organization. This episode takes a deep-dive into the concept of CLTV and how you can use it to make changes that accelerate your growth. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK-based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we sit down with Marty Kaufman, Founder & Pricincipal at Infinipoint. Marty is an exceptional leader in the customer success and customer experience space. This is his second time as a guest on The Jasons Take On… In this episode, Marty talks about proving the value of customer success. He shares his powerful matrix framework that all CS leaders can use to help others recognize the impact customer success is having for their customers and their own organization. See the detailed show notes on https://thejasonstakeon.com/podcast/proving-the-value-of-customer-success to view his matrix. ABOUT MARTY KAUFMAN Marty operates at the complex intersection of growing companies and the customer experience; ensuring each touch-point is memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He has led and advised executive leadership teams from start-up organizations to Fortune 100 companies and government entities. Throughout his career, he's operated across multiple industries and functions and brings this diversity of experience in aligning strategy, structure, process, and people to drive organizational performance and deliver proven results to organizational challenges. ABOUT INIFINPOINT: Infinipoint is a customer retention consultancy operating at the complex intersection of growing companies and their customers. Navigating this space is especially crucial for B2B and XaaS providers as their eventual success requires--demands--they build customer retention into their DNA. While customer experience and retention might be one team’s formal “job”--it is everyone’s responsibility. Infinipoint works with all customer-facing teams--sales, support, success, onboarding & implementation--as well as product, marketing, and CX. We help clients align strategy, structure, people, processes, technology, and metrics to deliver outsized customer retention without similarly outsized costs. CONNECT WITH MARTY KAUFMAN Marty on LinkedIn: https://www.linkedin.com/in/martykaufman/ Infinipoint: https://www.infinipoint.com/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we sit down with Esben Friis-Jenson, Cofounder and CRO at User Flow to discuss product-led growth. Esben shares his insights and experiences helping organizations move from sales-led to product-led growth models. He discusses some of the benefits, challenges, and action steps you can take to become a product-led growth organization. About Esben Riis-Jensen Esben Friis-Jensen is the co-founder and Chief Growth Officer at Userflow, a no-code builder for in-app onboarding and surveys, allowing SaaS businesses to be more product-led. Prior to Userflow, Esben co-founded Cobalt, which today is a 200+ employee company. At Cobalt, Esben was a part of a product-led growth initiative and this piqued his interest to go all in and start a company in the space. Connect with Esben Esbenon LinkedIn: https://www.linkedin.com/in/rossfulton/ User Flow: https://userflow.com/ Product Led: https://productled.com/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we sit down with Ross Fulton, CEO of Valuize. Ross helps B2B software companies build industry-leading customer success strategy and operations. Ross brings unique expertise in aligning strategy, operations, technology and data to make sure customer success teams are delivering results and growing profits. Today Ross is going to share his insights around how effectively customer success strategies and how to operationalize them. So many organizations struggle to develop effective customer strategies, or to implement them in a way that delivers the desired results, and I am looking forward to hearing Ross's perspective on how companies can do this better. About Ross Fulton As CEO of Valuize, Ross helps enterprise B2B software companies, including VMWare, Splunk, HashiCorp, Datto, PointClickCare and Wolters Kluwer, build industry-leading customer success strategy + operations. Prior to founding Valuize, Ross spent over 16 years scaling industry-leading software companies on both sides of the Atlantic. With a mission to empower today’s B2B software leaders to retain and expand their customers, Ross is passionate about fusing customer success strategy, technology, and operations to drive sustainable growth. Connect with Ross Ross on LinkedIn: https://www.linkedin.com/in/rossfulton/ Valuize: https://www.valuize.co/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we sit down with Marten Jagers. Marten is a co-founder of a great technology company called #StratApp. #StratApp is a fantastic tool for helping you define your business strategy, and then drill down to your daily work, so you always know what you should be doing and how it contributes to achieving your goals. Marty is going to share his expertise and experience on where organizations struggle with building out their strategies and then actually turning goals into outcomes. Marten's insights apply if you are building out an overall business strategy, or if you more focused, such as how to define and implement your customer success strategy. About Marten Jagers Marten is passionate about his family, health and building technology that helps organisations achieve genuine digital transformation while seamlessly delivering value to every employee through a world class 'connected workspace'. Marten is the co-founder of 'strategy+execution+collaboration' start-up #stratapp, Board Member of ‘Where Traveller’s Connect’ start-up Travello, ex-MD at Concur and Coupa and an angel investor in start-ups like EarthTech who are passionate about positively impacting the world we live in! Connect with Marty #StratApp Company Page: https://stratappsaas.com #StratApp on LinkedIn: https://www.linkedin.com/company/stratapp/ #StratApp on Facebook: https://www.facebook.com/stratappAI ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

The last few years have seen the rise of a new customer focused C-suite role – the Chief Customer Officer. This role is part of the shift to organizations being more customer centric and delivering customer focused outcomes and values. Join us this month for a conversation talking about what this new role is, why it's important and how it fits into the wider organization and why more and more companies are seeing it as part of their strategic shift to customer centricity. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we sit down with Jack Choppin. Jack is the head of Client Success at Go Proposal. Jack has recently been on a proactive effort to expand his professional network. He has been doing it not to find a new job, but to grow as a professional, expand his insights and skills, and connect with others so they can mutually grow from their shared connections. In this episode of The Jasons Take on, Jack will be sharing his insights about what it is like to network in the customer success community, how to do it effectively, and how to use your network to grow your skills as a customer success professional. About Jack Choppin Jack heads up the Client Success team at GoProposal, A Pricing, proposal, and engagement letter software that enables accountants and bookkeepers to price consistently, sell more confidently and minimize risk across the entire firm. Jack started life out in Account Management before joining James Ashford as he set up GoProposal. From being the sole employee Jack has been able to shape the Client Success offering at the business since day one. Connect with Jack Connected on LinkedIn: https://www.linkedin.com/in/jack-choppin-14670944/ Go Proposal Website: https://goproposal.com/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode we sit down with Chad Hornefeldt, Director of Customer Success at Kustomer. Chad shares his insights and experience in building trust, and using trust, to drive relationships and success. ABOUT CHAD HORDENFELDT Chad has 15+ years of experience building and developing Customer Success teams, including implementing Customer Success strategies resulting in exemplary customer satisfaction, retention, and growth rates. Chad’s reputation to drive and create outcome-focused programs drives long-lasting relationships based on trust and creating a culture that puts the customer at the center of everything that he does. He specializes in hiring the best people, leveraging technology to increase efficiency, and above all is committed to fostering the Customer Success community. Chad was named one of the top 150+ global customer experience thought leaders and influencers of 2020 and a top 25 Customer Success influencer. You can read more about his Customer Success journey at enlightenedcustomers.com Connect with Chad Connect on LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/ https://twitter.com/ChadTev Blog: https://enlightenedcustomers.com/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we are joined by Mike Sasaki, VP, Global Head of Customer Success & Support at Mitek. Mike shares his insights with customer journey mapping and how you can use a journey map to programatize high-impact customer success services. About Mike Sasaki Mike leads the Global Customer Success & Support organizations at Mitek - partnering with customers and partners to achieve their business objectives through optimal use of Mitek products. Mitek's Global Customer Success and Support drives long-lasting relationships, and evangelizes the customer and partner perspective within Mitek. With over a decade of experience in SaaS/Customer Success (CallidusCloud and Oracle), Mike has worked with some of the largest brands around the globe. Connect with Mike Connect on LinkedIn: https://www.linkedin.com/in/sasakimike/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we sit down with Rav Daliwal to get a venture capitalist's perspective on the importance of having a high-impact customer success program. Rav shares his views of the role the CS plays, where companies should be in their customer success maturity as they grow, and how you approach customer success influences venture capitalists. ABOUT RAV DALIWAI Rav has held a number of executive positions in various Enterprise Software companies over the last 20 years, most recently at Slack whereas the first UK employee he established the London office and founded the global Customer Success team. No stranger to hyper-growth start-ups, Rav has also built and led post-sales business units at Zendesk (now valued at over $10 billion) as well as Yammer (which was acquired by Microsoft for $1.2 billion). Rav has published several books on Enterprise Software Deployment, is a regular public speaker and angel investor, and now specializes in advising the portfolios of Venture and Growth Equity backed firms on how best to develop their go-to-market and post-sales strategy and operations. Connect with Rav: Connect with Rav on LinkedIn: https://www.linkedin.com/in/ravinderdhaliwal/ Follow Rav on Twitter: https://twitter.com/ravsterd Learn about Crane Venture Partners: https://crane.vc/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

In this episode, we sit down with Eric Kades, to look at how customer success teams can best use automation, AI, and other technologies to scale how they engage with customers and deliver an amazing experience. We look to understand what are some of the existing and cutting edge technologies available to customer success teams. We get Eric’s recommendations for how customer success teams can quickly begin using technology to increase their scale, reach and impact when working with customers. About Eric Kades: Eric Kades is the Founder of TextChat by JetSense.ai. TextChat is a highly personalized live chat tool that brings the timelessness of human connection and the sophistication of AI technology together, in one simple solution. You can reach Eric at: http://www.textchat.com/ https://www.linkedin.com/in/erickades/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ SPONSORED BY SUCCESS CHAIN! The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Today, sales leaders still have a lot of confusion and misunderstanding about what customer success is and how talking about it during the sales process can help accelerate close rates and increase revenues. Sales leaders can leverage their organization's customer success team and capabilities to change how they sell and win more deals. In this episode of The Jasons Take On… we examine how sales leaders and customer success teams can better collaborate to accelerate initial sales, increase renewals, and increase the total lifetime value of the customer. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. ADDITIONAL RESOURCES Here are some related resources we think you will find helpful: Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

We are quickly entering "The Performance Economy" where what matters most to customers is achieving desired outcomes. Yet, many organizations are solely focused on customer experience. While customer experience is very important, and it often leads to desired outcomes, it alone does not deliver what customers need. Join The Jasons Take On… when we sat down with Dave Duke of Meta CX and Mat Sweezey of Salesforce. Dave and Matt share their insights about the shift towards the performance economy. ABOUT DAVE DUKE Co-Founder/CCO, MetaCX Dave is the Co-Founder and Chief Community Officer at MetaCX. Prior to MetaCX, he led Customer Success at Sigstr (acquired by Terminus) and held various customer management roles during his tenure at ExactTarget/Salesforce Marketing Cloud from 2005-2015. Dave is also the host of Revenue Revolutionaries, a new podcast focused on interviewing today’s best revenue and customer leaders. Dave Duke on Linkedin Dave Duke on Twitter ABOUT Mat Sweezey Director, Market Strategy, Salesforce Mathew Sweezey is the Director of Market Strategy for Salesforce, and author of The Context Marketing Revolution (HBR 2020). He is regarded as one of the leading minds on the future of marketing and his visionary insights into consumer behavior, technology, and new business strategies have changed the way startups, Fortune 500, and nonprofit organizations alike find customers, break through, and build modern brands. In addition to his work with brands, Mathew is the host of the award-winning podcast The Electronic Propaganda Society and an accomplished writer having written for The Economist, Forbes, HBR The Observer, and Adage. Mat Sweezey on Linkedin Mat Sweezey on Twitter About MetaCX MetaCX is transforming how suppliers and buyers collaborate and win together with shared success plans backed by live performance data. ADDITIONAL RESOURCES Get a Copy of Dave Duke & Mat Sweeney's ebook, "The New North Star: Experience is the Method, Outcomes are the Goal" https://metacx.com/assets/ebook-the-new-north-star-experience-is-the-method-outcomes-are-the-goal/ Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/ Sponsored By Success Chain The Jasons Take On is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Being customer centric has never been more important than today but what it means to be customer centric has and is evolving. With the global pandemic still here, it's critical that we look at what it really means to be customer centric today and for the future and what our customers really want and need. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

Customer success has had an amazing progression over the past decade and with incredible change in 2020 alone. So what can we expect in 2021 and beyond? Join The Jasons Take On… when we sat down with one of the original gurus of customer success, Dan Steinman. Dan shares his experiences and views about the future of customer success. You don't want to miss this episode! Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. ABOUT DAN STEINMAN Dan Steinman is the Chief Evangelist at Gainsight. Prior to joining Gainsight as Chief Customer Officer, Dan was the first Vice President of Customer Success and Renewals at Marketo. Dan is a globally recognized thought leader in the Customer Success space, an active blogger and speaker on its behalf, and co-author of the seminal book on Customer Success. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Come and learn from Adam Joseph, Director of Customer Success at Gainsight. Adam shares his thoughts on how customer success technology can help you grow and scale your customer success program. ABOUT ADAM: Adam Joseph is the Head of Customer Success, EMEA at Gainsight. In this role, Adam oversees the delivery of exceptional customer experience and creates long-term value for all of Gainsight’s European customers. Adam brings a wealth of leadership and customer success experience, having previously held the role of Director of Client Services at ChannelAdvisor and the VP Customer Success at Avention. Adam also founded CSM Insight in 2017, a consultancy service that helps organizations build, manage and scale their customer success operations and deliver voice of the customer programmes. He is an active thought leader in the customer success space, having created the resource hub CustomerSuccessManager.com. Adam has created and hosted two podcast series in Customer Success (Gainsight Gamechangers and Customer Success Conversations), where he interviews post-sales executives about what it takes to succeed, the challenges they have overcome, and emerging trends within Customer Success. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

Are you measuring the wrong shit? A great question and one that can be difficult to get right. Is it about revenue? Is it about customer happiness or loyalty or something very different. Figuring out how to measure customer success is super critical and it can have some specifics depending on your industry, your competition and of course your customers. NPS, CSAT, CES, LTV, churn, time to value, NRR, GRR and many more. Join us this month and find out how to measure customer success, and which measurements work best for you and why. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Read the Blog Article on Equivalent Metrics discussed in this episode: https://softwaresuccessblog.com/increase-customer-success-equivalent-metrics/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

There are many false assumptions and myths that surround the world of customer success – and it can be challenging and very frustrating to start a new customer success program or initiative with these in the background, and with some key stakeholders challenged to break loose from these. These false assumptions can be simply to identify and highlight, but the question then is how do you overcome any damage already done from them and get things to where they need to be – for your customer success program and vision to be successful. Join us this month where we'll explore some of these false assumptions and myths in more details, and provide some hints and tips on how to overcome them. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

Come join The Jasons Take On… with our special guest, Shanta Bodhan. Shanta is a leader in customer success at Supply Shift and she shares her insights and her thoughts about moving past whoever purchased your product to really get end users to adopt it. About Shanta: With a background in Human Resources, Shanta applies her extensive SaaS industry customer success experience to help enterprise customers make better, data-backed business decisions, ensuring they gain the best possible value from their technology investments. She currently leads customer success functions for enterprise customers at SupplyShift, a supply chain visibility software organization. Prior to joining SupplyShift, Shanta worked in San Francisco’s Financial District, where she led the customer success functions at an AI-powered communications company and a people operations technology firm. Shanta holds a M.B.A. from San Francisco State University with an emphasis on Organizational Psychology, and a B.A. in Psychology from UC Santa Cruz. She is passionate about customer growth, happiness, and driving successful business outcomes through best-practice consulting. You can connect with Shanta via LinkedIn: https://www.linkedin.com/in/shanta-bodhan-5297724 ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

Come join The Jasons Take On… with our special guest, Szuyin Leow. Szuyin shares her experiences and insights around how to identify the skills required to deliver effective customer success services in niche industry. About Szuyin Leow: Szuyin is the Director of Customer Success at Logic Gate. She spearheaded the development, growth, and evolution of the customer success program in this highly specialized industry. About Logic Gate LogicGate is a leading provider of cloud-based solutions for automating governance, risk and compliance (GRC) processes. LogicGate empowers customers to transform disorganized risk and compliance operations into agile enterprise risk management programs, tailored to their business needs. For more information, visit LogicGate.com and follow LogicGate on LinkedIn and Twitter at @LogicGate. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

"Designing Customer Outcome Programs" Come join The Jasons Take On… with our special guest, Paul Henderson. Paul shares his insights around how to design a customer outcome program. About Paul Henderson Paul Henderson is an author, speaker, and consultant on Outcome-based Customer Success for technology companies. Before founding Outcome Leaders, he led the Asia Pacific region of an enterprise software company. He had 200 staff across nine countries supporting 800 enterprise customers. In the last five years of his tenure, he and his team designed and successfully ran an outcome-based customer program across the region. He’s written two books, both on outcomes. The Chief Capability Officer focuses on using internal outcomes to manage a business. The Outcome Generation focuses on enabling business outcomes for customers. The second book draws on his five years’ experience running an outcome program followed by one and a half years’ research. Today, Paul helps technology vendors make customer outcomes their central focus. Connect with Paul: http://outcomeleaders.com/ Paul on LinkedIn: https://www.linkedin.com/in/paulhenderson5/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

Does Customer Success Mean Anything to your Customers? It should, but there's a good chance that it doesn't. We all know customer success is still a relatively new term and way of thinking for many but often misunderstood. This makes it all the more difficult to ensure everyone, including our customers understands what it is and what it means for them. Ultimately it is about their success, and we need them to help us understand what that success looks like. We've all seen examples where customer success is seen as another line of support or even as an extension of the sales team but this needs to change. Join us this month where we'll be discussing how to get your customers aligned with what customer success is all about and what it mean for them. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

The clue is in the name "Customer Success" and that clearly is what all your company or business is trying to do – ensure that your customers are successful. Or are they? We too often still see customer success just as a department or even an individual in companies, and no other teams or leaders, being aligned to what it is and why it's important to everyone. Join us this month as we explore how to make it more than just a team and why it has to be. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

Come join The Jasons Take On… with our special guest, Lauren Culbertson. Laura is the Co-Founder and CEO at LoopVOC, a Voice of the Customer software platform designed to change the way companies use customer feedback. Lauren is on a mission to help companies use customer feedback to drive better growth strategies. In this episode, Lauren shares her ideas and insights around how to focus better and align teams around the customers, understand customer needs, and turn insight into action that will grow your organization. Learn about Loop VOC: https://www.loopvoc.com/ Connect with Lauren: https://www.linkedin.com/in/laurendculbertson/ ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/