EP 98 | David Sakamoto (GitLab) - Why customer success should be the orchestrators of your customer experience across the board
Today on the show we have David Sakamoto, VP of Customer Success at GitLab. In this episode, we talked about how David remembers names leading a team of over 200 people, the biggest differences betwee...
27 Jan 202139min
EP 97 | Mariah Hay - How Help Scout uses Support-Driven Growth to increase retention.
Today on the show we have Mariah Hay, VP of Product at Help Scout In this episode, Mariah shares the product principles she lives by, and the importance of having a cross-functional group of teams wo...
20 Jan 202135min
EP 96 | Derek Steer - How Mode’s hyper-focus on a specific customer persona increases retention and crushes the competition
Today on the show we have Derek Steer, Co-founder, and CEO of Mode. In this episode, we talked about what drove Derek as an analyst to start Mode, what they do, and who their typical customers are. ...
13 Jan 202143min
EP 95 | Shanta Bodhan (SupplyShift) - Why Customer Success at SupplyShift is involved early in the sales process and how this impacts churn.
Today on the show we have Shanta Bodhan, Director of Customer Success at SupplyShift. In this episode, we talked about what drove Shanta to make the switch from HR to customer success, the different p...
6 Jan 202141min
Ep 94 | Dan Burcaw (Nami ML) - Unique churn challenges for mobile subscription businesses and how to tackle them.
Today on the show we have Dan Burcaw, co-founder and CEO of Nami ML. In this episode, we talked about what drove Dan to build Nami ML, the unique involuntary churn scenarios with mobile apps on iTunes...
30 Dec 202037min
EP 93 | Sydney Strader (Catalyst) - How InVision’s hyper-growth masked churn and retention rates and what was the turning point.
Today on the show we have Sydney Strader, Head of Customer Success at Catalyst. In this episode, we talked about what motivated Sydney to make the switch from a career in marketing to customer success...
23 Dec 202043min
EP 92 | Javier Suarez (Oliva) - How TravelPerk reduced churn by building features that create superpowers for their users.
Today on the show we have Javier Suarez, co-founder of Oliva. In this episode, we talked about what it feels like to start over again after building TravelPerk, a hyper-growth startup. Javier also sha...
16 Dec 202033min
EP 91 | Kristi Faltorusso - Why IntelliShift ditched their churn risk score and now start all their customers off in the red zone.
Today on the show we have Kristi Faltorusso, VP of Customer Success at IntelliShift. In this episode, we talked about how Kristi moved from a career in marketing to customer success and why it was th...
9 Dec 202047min
