Trust Me, I'm a CSM William Belcher & Valerio Bianconi

Hosts Valerio and William discuss how market and industry challenges from 2020-2023 have influenced the evolution of the CSM role in 2024 and beyond.

Hosts Valerio and William are joined by Ty Friend to discuss value and value engineering, a relatively new concept in the world of SaaS and emerging technology. We cover questions such as: Is value subjective? Is engineering value an art or a science? Do all products and services have value engineering principles? Listen here to find out more!

Our guest this time around is Rebecca Wilde who has over six years in client-facing and Customer Success roles. Almost every CSM has their own take on QBRs, and we address some of the most common misconceptions in this episode, answering questions such as:

- What's in it for the customer?
- How can any decision maker attend all the QBRs from all of their vendors?
- How to make the most of your time with your stakeholders in a QBR

Valerio and William welcome Justin Bradley, a veteran of both cybersecurity and customer success. In this episode, we tackle such thorny questions as:

- Why do you need a Customer Success Platform?
- When is the right time for companies to start thinking about investing in them?
- What are these platforms trying to achieve?
- What role can an AI take alongside a CSP?
- Do all companies need a CSP, or are there alternative methods that achieve the same outcome?

Hosts William and Valerio speak to Carlynn McCarthy, a Professional Services Project Manager who has worked at a number of small and large, on-premises and SaaS companies working on large-scale enterprise customer implementations. 

We tackle the complex delineation of responsibilities of PMs and CSMs, especially when it comes to ownership of customer onboarding, executive relationships, project handover, escalations and more.

Tune in for an interesting debate, and to find out if Implementation Project Managers and CSMs are compensated on the same metrics or not...

In this episode, Ryan Noakes and Ramon Wiersema join Valerio and I to compare notes on working as CSMs for SaaS companies in various industries, from logistics and fleet management, through to Health & Safety compliance, cybersecurity and sustainability platforms - with a sprinkling of AI throughout!