45 episodes

Listen to our podcast to learn all about customer success! Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about CS. Planhat is helping hundreds of modern technology companies worldwide center their business around their customers in order to maximize customer success and customer lifetime value. Learn more at www.planhat.com

The Customer Success Channel Planhat & Anika Zubair

    • Business
    • 4.7 • 9 Ratings

Listen to our podcast to learn all about customer success! Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about CS. Planhat is helping hundreds of modern technology companies worldwide center their business around their customers in order to maximize customer success and customer lifetime value. Learn more at www.planhat.com

    David Jackson, CS Coach, Author and CEO at TheCustomer.Co - Think People, not Customers

    David Jackson, CS Coach, Author and CEO at TheCustomer.Co - Think People, not Customers

    In this episode, our host Anika Zubair chats with David Jackson, CS Coach, Author and CEO at TheCustomer.Co, about why we should focus on people, not customers.

    In the early days for SaaS companies, we tend to focus on sales and product led growth as we are trying to find some sort of proof of concept of a product. So, when should a SaaS company really shift to customer led growth? And why should customer success focus on people and not necessarily a company or logo name?

    Link to David's book: https://www.amazon.com/Customer-Led-Growth-guide-building-company-ebook/dp/B09DBMXJK7

    Podcast enquiries: sofia@planhat.com

    • 33 min
    Jeff Heckler, Director of CS Solutions at MarketSource - Scaling CS teams and CS Models

    Jeff Heckler, Director of CS Solutions at MarketSource - Scaling CS teams and CS Models

    In this episode, our host Anika Zubair chats with Jeff Heckler, Director of CS Solutions at MarketSource (former Global Head of CS at Pipedrive) about scaling CS teams and CS models.

    Scaling Customer Success in (any) organization is not a simple task. It requires the right combination of technology, people, and processes to hit the mark. For example, how do you manage to keep up with rocketship growth and make sure you have a team and process around this to scale effectively?

    Podcast enquiries: sofia@planhat.com

    • 35 min
    Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad?

    Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad?

    In this episode, our host Anika Zubair chats with Jennifer Cramer, VP of Customer Success at Planhat about "is all churn bad"?

    Every SaaS business is fearing churn. It is also one of the most important metrics to be tracking for all Customer Success teams. But maybe not all churn is bad? For example, should it be okay to let go of bad fit customers? And when should a SaaS or tech company start monitoring and measuring churn?

    Podcast enquiries: sofia@planhat.com

    • 40 min
    Emily Garza, AVP of Customer Success at Fastly - CS responsibility for revenue

    Emily Garza, AVP of Customer Success at Fastly - CS responsibility for revenue

    In this episode, our host Anika Zubair chats with Emily Garza, AVP of Customer Success at Fastly about CS responsibility for revenue.

    Customer Success responsibility for revenue is a hot topic and highly debated in the CS world. So, should a CSM hold a revenue target? Should CSMs be compensated like we do in sales? And should we really be charging for CS or should it be baked into the cost of goods sold?

    Podcast enquiries: sofia@planhat.com

    • 39 min
    Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud - The taboos of Customer Success

    Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud - The taboos of Customer Success

    In this episode, our host Anika Zubair chats with Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud, about the taboos of Customer Success.

    The function of Customer Success is still maturing, and most companies are currently evolving and growing their CS departments. That being said, there are all these unanswered questions that people don’t really mention or avoid. For example, is it okay to charge for CS, who should own the customer feedback loop, and should the CSM hold a revenue number?

    Podcast enquiries: sofia@planhat.com

    • 49 min
    Emmanuel Malanda, Global Head of CS at Calypso - Data Driven Workflows & Scaling CS Operations

    Emmanuel Malanda, Global Head of CS at Calypso - Data Driven Workflows & Scaling CS Operations

    In this episode, our host Anika Zubair chats with the inspiring Emmanuel Malanda, Global Head of Customer Success at Calypso, about data driven workflows and scaling CS Operations.

    As your Customer Success team grows, there comes a point when your CSMs are spending more time doing some of the administrative work rather than focusing solely on what drives value to your customers. So, how do you build effective CS workflows to help save CSMs time and optimize their processes both internally and externally? And how can a dedicated CS Operation role help scale your business? 

    Podcast enquiries: sofia@planhat.com

    • 37 min

Customer Reviews

4.7 out of 5
9 Ratings

9 Ratings

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