Scaling CS with Brittany Soinski of Loom
Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important. This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nat...
18 Dec 202346min
Building Community/Business Alignment
This week, Jeff talks with Jake McKee, founder of Jake McKee Consulting about community's role in business. Jake shares some critical points for companies looking to bring a community program into the...
11 Dec 202352min
Scaling CS with Dan Ennis from Monday.com
This week, Dan Ennis, Manager of Scaled Customer Success at Monday.com joins Jay Nathan to continue our series about Scaled CS. Starting with Dan's definition of scale, "Increasing the impact with cus...
4 Dec 202346min
Scaling Customer Success with Nisha Baxi from Gong
This week Jay Nathan is joined by Nisha Baxi, Head of Community and Digital CS at Gong to discuss the 5 questions that are often asked by companies who haven't implemented community. Why Community (Wh...
27 Nov 20231h 1min
10-Minute Trumpet: 3 Keys for Scaled Success
This week Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small number of things very well. Simple options such as education and t...
20 Nov 20237min
10-Minute Trumpet: 3 Layers of Education: Product, Business, Market
This week, Jeff Breunsbach takes a look at some important components of customer education: Product Learn what part of your product aligns with the customer needs Our customers don't need to utilize e...
13 Nov 20238min
10-Minute Trumpet: Having a Named CSM
This week Jeff takes a look at the impact of equating a Named CSM with quality service. With the current economy, having a named CSM is a luxury many companies are no longer investing. CS teams are no...
6 Nov 20238min
10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles
This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves ar...
31 Okt 20238min
