Jim Richmond
Chief Customer Officer at Smartling, an AI-powered localization company; experienced across sales, technical account management, solutions consulting, and professional services, now leading post-sale functions and GRR-focused initiatives.
Top 3 podcasts with Jim Richmond
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7 snips
Jan 28, 2026 • 29min
This CCO Won't Ask His Team What He Wouldn't Do Himself (And Why) ft. Jim Richmond (Smartling)
Meet Jim Richmond, Chief Customer Officer at Smartling — a seasoned leader across sales, success, and services. He discusses why gross revenue retention is his North Star. He explains four-quarter forecasting, building systems to scale 4x, role specialization for CSMs, and how AI bots eliminated single-touch support tickets. He also shares why he still carries a book of business to stay connected to customers.
4 snips
Mar 25, 2026 • 59min
Designing a Value Led Customer Success Organization with Jim Richmond
Jim Richmond, Chief Customer Officer at Smartling with 20+ years in SaaS and martech, explains designing value-led customer organizations. He discusses rethinking QBRs to focus on outcomes, using role specialization to scale post-sales, and how AI boosts CSM productivity. Short, tactical stories and experiments illustrate discovery, renewals, and building playbooks from data.
Jan 23, 2026 • 36min
The CCO Playbook for Durable Customer Growth | EP73
Jim Richmond, Chief Customer Officer at Smartling with 25+ years leading customer teams, shares a playbook for modern customer leadership. He talks about making value creation the priority. He stresses curiosity, deeper discovery, and honest conversations. He outlines risk detection, turning crises into trust, and the evolving skills CSMs need in an AI era.
