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.

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Episoder(214)

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213. Artti Aurasmaa, CEO of Staria - Why the CFO Is Becoming the Most Strategic Role in SaaS

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In this episode we sit down with Artti Aurasmaa, CEO of Staria, to discuss how the CFO role is evolving from financial reporting to strategic leadership. Artti has spent more than 25 years helping com...

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212. George Storm, CRO at N.rich - Why your SaaS Forecasting Is Broken & Inaccurate

212. George Storm, CRO at N.rich - Why your SaaS Forecasting Is Broken & Inaccurate

In this episode, we’re joined by George Storm, CRO at N.rich, for a conversation about why traditional B2B SaaS forecasting is no longer good enough in today’s market. George shares how N.rich, the Eu...

28 Mai 58min

211. Massimo Arrigoni, CEO of Beefree - The SaaS Apocalypse? Massimo Arrigoni Says No

211. Massimo Arrigoni, CEO of Beefree - The SaaS Apocalypse? Massimo Arrigoni Says No

In this episode, we’re joined by Massimo Arrigoni, CEO of Beefree, the content creation platform behind thousands of SaaS products and one of the companies with a uniquely broad view of what’s actuall...

17 Apr 56min

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

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