This is Growth‪!‬ Daphne Lopes

This episode is here to help CS folks understand how product organisations work and how to collaborate for optimal results.

We dive deep into the intersection of product and CS to help you:

🚀 Learn how product roadmaps work

🚀 Better champion your customers with Product Managers

🚀 Handle tough conversations on unmet feature requests

🚀 Get advice on transitioning from CS to Product roles.



Join me as I sit down with Laura Kassapakis, Product Manager at Front, and Lauren Salanitro, CS Leader at Cascade. These Aussie trailblazers are the brains behind Women of Customer Success, a thriving community with over 9,000 members!



Get your headphones on, and gear up for a knowledge-packed episode!

In the world of Customer Success Management, delivering impactful Enterprise Business Review (EBR) presentations is often a time-consuming and labour-intensive task.

But what if we told you that it's possible to revolutionize this process by completely automating the creation of the decks?

In this episode, we dive deep into the realm of EBR automation with not one but two seasoned experts who have transformed the game for Customer Success Managers (CSMs).

Our first guest is none other than Nikola Mijic. He is the CEO of Matik, a groundbreaking tool that has redefined the way CS assets are crafted. In our conversation, we dive deep into how they are simplifying this time-consuming process into a one-click wonder, saving CSMs valuable time and resources.

And that's not all!

Our second guest is Brian Savage. He is a Senior Automation Analyst with a knack for building bespoke solutions. He shares how his team is harnessing Workato, an Integration Platform as a Service (iPaaS), to create tailor-made EBR automation solutions from the ground up.

You'll learn about the strategic approach, technical know-how, and the endless possibilities for customizing your EBR process.

Whether you're a CS Leader looking to streamline your EBR workflow or a tech enthusiast eager to understand the automation magic, this episode promises valuable insights and inspiration.

Don't miss out on discovering the future of EBR presentations – it's all just a click away!

What does Customer Success look like in a company that uses a product-led growth strategy?

So many people seem to think that you're either product-led or human-led. But the reality is that most businesses land somewhere in the middle.

Ryan Seams, Senior Director of Customer Success and Services at Mixpanel is here to help us understand how a CS team works when a business is largely product-led.

He has spent the last 9 years building the CS business in Mixpanel and has learned a ton of lessons that he is sharing with us, so we don’t have to make the same mistakes as we scale

Whether your business is exploring a digital segment or considering going full PLG, this podcast will give you some insights on how some of the best in the industry are doing it!



Music: Workday by Scott Dugdale

From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale.

That's why it's important for us to talk about these challenges openly!

In our very first solo episode, your host Daphne Lopes, tackles 3 burning questions about scaling Customer Success.


Is scaled Customer Success right for your business?
What's the right time to start scaling your CS team?
What is the optimal sequence of events to go from 100% human touch to scaled CS?

If you are curious about the secret steps to transform your CS approach from 100% human-powered to turbocharged scalability, this episode is for you!

Get ready to ignite your CS strategy and amplify your business impact! 🔥



Music: Workday by Scott Dugdale

This month we are sitting down with Mickey Powell, the CS visionary behind UpdateAI, to explore a revolutionary development that's changing the landscape of customer success – the integration of generative AI, specifically ChatGPT, into the daily lives of Customer Success Professionals.

In an era where customer interactions are paramount, harnessing the power of AI has become more than just a trend; it's a necessity.

Imagine having a virtual assistant that not only understands customer queries but can also craft personalized responses that resonate deeply with each individual.

That's the promise of generative AI.

Today, we're going to uncover the practical ways in which Customer Success Professionals can leverage Update.ai and ChatGPT to streamline their workflows and ultimately drive business growth.

So whether you're a seasoned customer success veteran looking to adapt to the digital age or a newcomer curious about the possibilities, get ready to be inspired by the insights and experiences shared by Mickey Powell.



Music: Workday by Scott Dugdale

The lines between Marketing and Customer Success blur when we start scaling the CS team.

Many of the skills and tools needed to help drive and understand customer engagement and communication at scale are traditionally owned by marketing. But that doesn't mean marketing should own the Digital CS strategy.

To help us unpack this topic I am joined by Jeff Breunsbach⁠, a leader that lives in the intersection of Marketing, CS and Community.

In this episode, we delve into the transformative power of leveraging content and community to drive customer success to new heights.

Jeff shares his wealth of experience and expertise, offering invaluable insights on how to effectively expand customer success initiatives while maintaining a personal touch. Discover the key strategies, tools, and techniques that have propelled Jeff's community Gain, Grow, Retain and learn how you can apply them to your own organization.

Whether you're a seasoned CS professional or just starting your journey, this episode is packed with actionable advice that will empower you to build thriving customer success teams in today's dynamic business landscape.

Tune in now and unlock the secrets to scalable growth and exceptional customer experiences!



Music: Workday by Scott Dugdale