28 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

    • Business
    • 5.0 • 24 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.

    How to Identify Overworked CSMs & Deliver More Value

    How to Identify Overworked CSMs & Deliver More Value

    Scaling a customer success gameplan is unique to every organization. And, in order to offer customers the most value, it’s essential to keep customer success managers from becoming overwhelmed and overworked.

    Megan Costello, Director of Client Success at UpMetrics, shares her three methods for identifying overworked CSMs, as well as…

    - Her views on the evolution of CS

    - Her mental model for helping customers find value

    - The importance of diversity in the CS role

    - The best CS advice she’s ever received

    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.

    • 24 min
    How to Make Customer Success a Discipline

    How to Make Customer Success a Discipline

    In almost any corporate office you walk into, there’ll be some sort of propaganda claiming their dedication to customer service.

    But real customer success comes from something deeper, more ingrained.

    Tanya Strauss, Director of Customer Success Strategy & Operations at ServiceNow, joins Eric in this episode to discuss why CS should be a discipline in your organization — not just a poster on a wall.

    Plus, they discuss…

    - How to maintain great CS outside of the office

    - Why CSMs should be more honest & proactive with customers

    - Advice for people just getting into CS

    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
    Implementing and Scaling Human-First Experiences

    Implementing and Scaling Human-First Experiences

    Lots of times we get caught up in automating every part of the customer experience. Sure, technology can make things more efficient.

    But be careful not to scale the human out of the experience.

    The Founder & CEO of ClientSuccess, Dave Blake, joins Eric on this episode to discuss…

    - How to offer and scale human-first experiences

    - Pitfalls to look out for when scaling a human-first experience

    - Why it’s important to balance relationships with results

    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.

    • 20 min
    Why You Should Specialize in Customer Verticals

    Why You Should Specialize in Customer Verticals

    Product knowledge is important, it’s true. What’s equally — maybe even more — important than knowing your product?

    Knowing your customer’s vertical.
    In this episode, Eric sits down with Megan Piccininni, Regional VP of Customer Success at Salesforce. The two talk about…

    - Why Salesforce is moving to a more specific vertical model

    - How their CS teams have started to specialize in specific verticals

    - Ways Salesforce educates their customers

    - How Megan’s team adds value to the renewal process
    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.

    • 27 min
    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

Customer Reviews

5.0 out of 5
24 Ratings

24 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.

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