102. Osen Akkemik, Senior Director Customer Success, Genesys - How to avoid churn in your CS team!

102. Osen Akkemik, Senior Director Customer Success, Genesys - How to avoid churn in your CS team!

In this episode, we speak with Osen Akkemik, Senior Director Customer Success, Genesys, the all-in-one Experience as a Service Platform that manages billions of of interactions for organizations in more than 100 countries - a true global leader in its space!

We talk with Osen about how to keep the CS team motivated, energized, and incentivized - particularly what methods they are using to keep staff churns down in the CS team:

- How do you keep people engaged and motivated? - What is the role of the open door policy? - Why do 1–1 ones with the Director matter for the individual CSMs? - What is the power of individual career plans and personal journey tracks? - What are are 3 main tips to avoid churn in the CSM org?

These are some of the many topics we address with Osen. Tune in to learn from her experience in managing a large Customer Success organization to learn what you can be doing on your end to keep your CS organization continuing to excel with energy.

Episoder(210)

210. Jens Levin, Founder & CEO of Sitoo - No Overnight Success: 22 Years of Focus, Teamwork, and Playing the Long Game

210. Jens Levin, Founder & CEO of Sitoo - No Overnight Success: 22 Years of Focus, Teamwork, and Playing the Long Game

In this episode, we’re joined by Jens Levin, Founder & CEO of Sitoo, the retail SaaS platform powering in-store experiences for leading brands across the world. Today, Sitoo has 20M Euro in ARR, 40%+ ...

1 Apr 50min

209. Elena Verna, Growth at Lovable - How to Grow When Everyone Can Copy Your Product

209. Elena Verna, Growth at Lovable - How to Grow When Everyone Can Copy Your Product

In this episode, we’re joined by Elena Verna, growth expert and currently leading growth at Lovable, one of the fastest-growing companies in tech. Elena shares why the old growth playbooks are breakin...

26 Mar 1h 2min

208. Lisen Zethraeus, CMO at Stratsys - How to Make Your Experts the Face of Your Brand

208. Lisen Zethraeus, CMO at Stratsys - How to Make Your Experts the Face of Your Brand

In this episode, we’re joined by Lisen Zethraeus, CMO at Stratsys, to talk about how B2B SaaS companies can turn internal expertise into thought leadership that builds trust and creates demand. Strats...

19 Mar 50min

207. Adam Dorrell, CEO & Co-Founder of CustomerGaige - Founder-Led Sales vs Scaling: The Hard Transition Nobody Talks About

207. Adam Dorrell, CEO & Co-Founder of CustomerGaige - Founder-Led Sales vs Scaling: The Hard Transition Nobody Talks About

In this episode, we’re joined by Adam Dorrell, CEO & Co-Founder of CustomerGaige, for a candid conversation about one of the hardest founder transitions: when, and how, to step out of the sales seat w...

5 Mar 52min

206. Rahul Yadav, CEO of Paligo - The CEO Blueprint for High-Impact Executive Offsites

206. Rahul Yadav, CEO of Paligo - The CEO Blueprint for High-Impact Executive Offsites

In this episode, we sit down with Rahul Yadav, CEO of Paligo, for a practical conversation on leadership alignment - and how to run executive offsites that drive real clarity, trust, and follow-throug...

26 Feb 50min

205. Roeland Delrue, Co-Founder of Aikido Security - Why joining the buyer’s journey beats forcing MEDDICC-style sales processes

205. Roeland Delrue, Co-Founder of Aikido Security - Why joining the buyer’s journey beats forcing MEDDICC-style sales processes

In this episode, we’re joined by Roeland Delrue, Co-founder of Aikido Security, the fast-growing application security platform that just became a unicorn in under 4 years.  Roeland shares what it real...

28 Jan 55min

204. Madhav Bhandari - VP Marketing, Storylane - How to Win in a World of 150,000 SaaS Tools: Pattern Interruption is your real mote

204. Madhav Bhandari - VP Marketing, Storylane - How to Win in a World of 150,000 SaaS Tools: Pattern Interruption is your real mote

In this episode, we’re joined by Madhav Bhandari, VP Marketing at Storylane, the demo automation platform helping B2B teams show their product before prospects ever talk to sales. Storylane is a profi...

23 Jan 56min

203. Kate Sygrove, Director of CS & Support, Mouseflow - Speak CFO: How CS Leaders Earn an Equal Seat at the Table

203. Kate Sygrove, Director of CS & Support, Mouseflow - Speak CFO: How CS Leaders Earn an Equal Seat at the Table

In this episode, we’re joined by Kate Sygrove, Director of Customer Success at Mouseflow, the SaaS platform for website behavioral analytics. Mouseflow is a $10M+ ARR business with 3,500 customers, 51...

9 Jan 49min

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