186. Jennifer Peters, Head of Customer Success, Vesper - Building a Customer Journey That Drives Retention

186. Jennifer Peters, Head of Customer Success, Vesper - Building a Customer Journey That Drives Retention

In this episode, we’re joined by Jennifer Peters, Head of Customer Success at Vesper, the commodity data platform working to bring transparency to the global commodity marketplace. Vesper provides market data, benchmarks, and forecasting to allow you to make confident decisions in volatile food markets.

We spoke with Jennifer about what it really means to design and implement an effective customer journey, and why managing a customer portfolio doesn’t automatically mean you’re managing that journey well.

Here are some of the key questions we address:

  • What’s the difference between managing customer portfolios and managing the full customer journey?
  • Where does the customer journey actually begin, and why is that moment so often misunderstood?
  • How do you make your onboarding flow keep pace with a fast-evolving product?
  • Why is launching a new feature once never enough?
  • What kind of adoption and usage metrics should CS teams monitor to prevent churn?
  • How do you operationalize customer success playbooks so they trigger action, not just insight?
  • What’s the role of CS in ensuring goals set during the sales cycle don’t disappear after onboarding?
  • How do you keep stakeholders across sales, marketing, and product aligned on the journey you're all supporting?

Tune in to hear how Jennifer and her team are building a proactive customer success engine at Vesper - and what any SaaS org can learn about keeping customers engaged, growing, and renewing long after the contract is signed.

Jaksot(210)

194. Frida Ahrenby, CMO, Rillion – From Zero to 10: How Frida Ahrenby Built a Lean, High-Output Marketing Team at Rillion

194. Frida Ahrenby, CMO, Rillion – From Zero to 10: How Frida Ahrenby Built a Lean, High-Output Marketing Team at Rillion

In this episode, we’re joined by Frida Ahrenby, CMO at Rillion, the AP automation platform expanding aggressively in the US with a new Austin hub. Frida breaks down how she rebuilt marketing from zero...

24 Syys 202549min

193. Barbara Matthews, Chief People Officer, Remote - Goodbye 6-Week Reviews. Hello 48 Hours. The Playbook for Modern Performance Reviews: Fast, Fair, and Scalable

193. Barbara Matthews, Chief People Officer, Remote - Goodbye 6-Week Reviews. Hello 48 Hours. The Playbook for Modern Performance Reviews: Fast, Fair, and Scalable

In this episode, we’re joined by Barbara Matthews, Chief People Officer at Remote, the Series C company with 1800 employees across 85 countries building an end-to-end global HR platform. Barbara share...

18 Syys 202550min

192. Ruan Smit, Senior SEO Specialist, Sendcloud - From SEO to GEO: How to Win Visibility in the Age of AI Search!

192. Ruan Smit, Senior SEO Specialist, Sendcloud - From SEO to GEO: How to Win Visibility in the Age of AI Search!

In this episode, we’re joined by Ruan Smit, SEO & Growth leader at Sendcloud, the leading shipping platform helping 30,000+ e-commerce brands connect carriers, print labels, and turn delivery into a c...

12 Syys 202556min

191. Lukas Saari, CEO & Co-Founder, Tandem Health - SaaS isn’t just about technology, but about truly understanding the people you serve!

191. Lukas Saari, CEO & Co-Founder, Tandem Health - SaaS isn’t just about technology, but about truly understanding the people you serve!

In this episode, we’re joined by Lukas Saari, CEO and Co-Founder of Tandem Health, the AI-driven platform transforming how clinicians and healthcare teams work together to deliver better patient outco...

27 Elo 202541min

190. Marili 't Hooft - Bolle, CEO, Trengo - Leading with AI: How Trengo’s CEO Future-Proofs Teams and Culture

190. Marili 't Hooft - Bolle, CEO, Trengo - Leading with AI: How Trengo’s CEO Future-Proofs Teams and Culture

In this episode, we’re joined by Marili 't Hooft-Bolle, CEO, Trengo, the AI-powered omnichannel customer engagement platform that unifies messaging across email, WhatsApp, live chat, social media, and...

20 Elo 202554min

189. Sander Van Gelderen, CMO, Effectory - Why MQLs Aren’t Enough and How ABX Is Closing the Gap

189. Sander Van Gelderen, CMO, Effectory - Why MQLs Aren’t Enough and How ABX Is Closing the Gap

In this episode, we’re joined by Sander van Gelderen, CMO at Effectory, an employee listening solution platform helping organizations measure and improve engagement, enablement, and productivity at sc...

13 Elo 202550min

188. Charles Tenot, CEO, Lemlist - How to Build an Efficient Executive Team

188. Charles Tenot, CEO, Lemlist - How to Build an Efficient Executive Team

In this episode, we’re joined by Charles Tenot, CEO of Lemlist - the bootstrapped sales engagement platform scaling past €36M ARR while staying lean, profitable, and fast-moving. Charles took the rein...

7 Elo 202551min

187. Scaling Smart, Staying Human: How HiBob Is Getting IPO-Ready with Ronni Zehavi

187. Scaling Smart, Staying Human: How HiBob Is Getting IPO-Ready with Ronni Zehavi

In this episode, we’re joined by Ronni Zehavi, Co-Founder and CEO of HiBob—one of the fastest-growing HR tech platforms on the planet. With nearly 5,000 customers across the globe, HiBob is redefining...

1 Heinä 20251h 6min

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