24 episodes

Customer Success Leader by Flatfile is your top resource for data optimization and customer onboarding efficiency.When you subscribe to this show, you'll get access to expert conversations and insider strategies. You'll learn from the successes and struggles of thought leaders in the industry, equipping you to make improvements today.

Customer Success Leader Flatfile

    • Marketing
    • 5.0 • 22 Ratings

Customer Success Leader by Flatfile is your top resource for data optimization and customer onboarding efficiency.When you subscribe to this show, you'll get access to expert conversations and insider strategies. You'll learn from the successes and struggles of thought leaders in the industry, equipping you to make improvements today.

    Success Teams Align with the Customer, Not Sales w/ Richard Myers

    Success Teams Align with the Customer, Not Sales w/ Richard Myers

    A successful customer success team always aligns with the customer — even over the business.

    But you can marry customer success to business outcomes.

    You just need to start with the right mission and values.

    In this episode of Customer Success Leader, Eric sits down with Richard Myers, Vice President of Customer Support & Customer Success at Linode, to discuss what customer success success really looks like — and how to achieve it.
    They cover:

    - Why success teams are a function of support, not sales

    - How to align with your customer and your business goals

    - Why you should be your customer’s first choice — not their only choice

    For more info, check out customersuccessleader.com or send a message to hello@flatfile.io. To hear other interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

    • 25 min
    Create a Healthy Balance of Product & CS Interactions w/ Vanessa Hannay

    Create a Healthy Balance of Product & CS Interactions w/ Vanessa Hannay

    Serving your customer via your product and CS team interactions is a bit of a balancing act. There needs to be a healthy level of both.

    In this episode of Customer Success Leader, Vanessa Hannay, Sr. Director of CS at Muck Rack, talks to Eric about…


    - Striking a balance between customer interactions w/ the product & CS team


    - Tips on establishing trusting relationships with customers


    - Why losing a company isn’t losing a customer

    For more info, check out customersuccessleader.com or send a message to hello@flatfile.io.

    To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

    • 19 min
    Map the Customer Journey to Success w/ Kia Puhm

    Map the Customer Journey to Success w/ Kia Puhm

    Do you know your customer's objectives, challenges, and timeline? If not, you might be practicing random-access customer success. Your customer could feel like you're executing acts at them rather than for them.
    In this episode of Customer Success Leader, Eric sits down with the Founder and CEO of DesiredPath, Kia Puhm. The two discuss...

    - What failure looks like in customer experience

    - Random acts of customer success vs. Holistic customer success

    - Why customer mapping helps CX as well as marketing

    - Moving the burden of intent from human to machine

    For more info, check out customersuccessleader.com or send a message to hello@flatfile.io. To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

    • 26 min
    Providing Value to Skeptical Customers w/ Mike Egan

    Providing Value to Skeptical Customers w/ Mike Egan

    Do you struggle with providing long-term value for skeptical customers? Mike Egan, VP of CS & Integration at BenchSci, suggests driving every single conversation and customer interaction with the outcomes most important to the individual.

    In this episode of Customer Success Leader, Mike offers even more tips for winning over skeptical customers. Plus, he and Eric discuss…

    - Why it’s essential to always keep customer outcomes in mind

    - Obstacles he faces when working with some of the world’s top scientists

    - Why it’s important to share customer successes internally, too

    For more info, check out customersuccessleader.com or send a message to hello@flatfile.io.
    To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

    • 18 min
    How the Best CEOs Drive Customer-Centricity w/ Arjun Devgan

    How the Best CEOs Drive Customer-Centricity w/ Arjun Devgan

    Who owns the customer experience? Most would say the CS team. But, in order to be truly customer-centric, it should be the entire company starting with the CEO.
    In this episode of Customer Success Leader, Eric sits down with the VP of CS at Amplitude, Arjun Devgan. The two discuss…

    - How to prove your value to the customer year after year

    - Why Arjun breaks CS into success, services, and support

    - Why the CEO needs to empower the organization to be customer-centric

    - The importance of having a top-level metric

    For more info, check out customersuccessleader.com or send a message to hello@flatfile.io.
    To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

    • 23 min
    Why the Best CSMs Have Transferable Skills w/ Graham Gill

    Why the Best CSMs Have Transferable Skills w/ Graham Gill

    Not all great CSMs have traditional CS training. Some — like Graham Gill — transfer their skills from roles like product management to CS.   Graham, the VP of CS & Services at Accent Technologies, shares how he found his way to customer success and brought his knowledge of product with him. Plus, Eric and Graham discuss…    - How to break down silos and build a foundation of alignment   - Why it’s important for CSMs to empathize with other roles   - How CSMs can create strong customer relationships in a pandemic   For more info, check out customersuccessleader.com or send a message to hello@flatfile.io.   To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

    • 19 min

Customer Reviews

5.0 out of 5
22 Ratings

22 Ratings

cybercsleader ,

Valuable insights

Since Customer Success is a newer field so I’m always looking to learn from peers and industry experts. Great resource!

HazelL13 ,

Helpful as a CSM

As a customer success manager I love learning from others in my field. Great podcast, I’ll be sure to keep listening!

BCK781987 ,

Fills a void

This podcast seems to fill a void that nobody else out there is doing (and it also seems to do it pretty well). Must listen for customer focused individuals.

Top Podcasts In Marketing