Breakthrough SaaS Growth with The Jasons

In this episode of The Jasons Take On... weexcited to welcome back the one and only Alex Farmer. In this episode, we talk all about customer success excellence. ABOUT ALEX FARMER Alex is a Customer Success executive with experience building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. He’s the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession, with the first event planned in London later this year. CONTACT ALEX: LinkedIn: https://www.linkedin.com/in/alexanderfarmer/ Customer success excellence: https://www.customersuccessexcellence.com/

Join us when we speak with Jay Nathan. Jay’s the CCO for Higher Logic and one of the co-founders of Gain Grow Retain. In this episode, Jay is going to talk to us his recent blog post and newsletter on long term value and growth. About Jay Nathan  Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes. He founded Customer Imperative, a company focused on helping B2B SaaS retain customers, grow revenue and scale customer success which he sold to Higher Logic and then in 2020 co-founded Gain Grow Retain, a community for customer success leaders. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Many CS organizations need to move from delivering high-touch services to every customer, to a more scalable approach. Developing a high-impact customer education program that enables customers to achieve success on their own is one approach for reducing the need for high-touch CS. In this episode, we sit down with Vanessa Neurohr, Vice President of Customer Success at MuckRack to learn how she has transformed and scaled her CS team by building out their customer education program. About Vanessa Neurohr Vanessa Neurohr is the Vice President of Customer Success at Muck Rack, the software platform that enables thousands of organizations including Google, Golin and Duolingo to find the right journalists to pitch, report on media coverage and prove the value of their work. In this role she works to change the way professionals approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Vanessa partners with brands and agencies to ensure they are working smarter to surpass goals, reinvigorate strategies and streamline workflows. Vanessa joined Muck Rack as a Customer Success Strategist in 2016. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club. Vanessa is a frequent speaker on customer success and has given presentations at the Digital Customer Experience Strategies Summit, Summit on Customer Engagement, the Customer Contact East Event, ISG’s Customer and User Experience Summit, Digital Summit Series and Customer Success Summit Canada. She is also the co-founder of ThriveNetwork in New York City, which is a community of over 500 members in the customer success space. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Pat Phelan. Pat is the Chief Customer Office for GoCardLess, where he's responsible for building and scaling a best in class customer success organisation with leadership of Customer Onboarding, Support, Experience, CS management and Account Management disciplines globally. In this episode, Pat is going to talk to us about his journey to becoming a Chief Customer Officer. About Pat Phelan Pat is a seasoned CCO in the fintech space and has held a multitude of leadership roles in different GTM and commercial functions with some very fast-growing tech companies. Pat was the CCO at Brandwatch before GoCardless where in addition to the usual CS functions he also led a global account management team. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Jay Nathan. Jay’s the CCO for Higher Logic and one of the co-founders of Gain Grow Retain. In this episode, Jay is going to talk to us about strategic behaviour and how it relates to customer success. About Jay Nathan: Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes. He founded Customer Imperative, a company focused on helping B2B SaaS retain customers, grow revenue and scale customer success which he sold to HigherLogic and then in 2020 co-founded Gain Grow Retain, a community for customer success leaders. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Maranda Dziekonski. Maranda is the SVP of Customer Success at HourWork. She is seasoned customer success executive and leader and with extensive experience building and scaling teams in early and mid-stage startups and has been part of 3 companies who have all seen successful exits. In this episode, Maranda is going to talk to us about the future of the customer success manager role. ABOUT Maranda Maranda Dziekonski was until very recently the Chief Customer Officer at Swiftly. For those that don’t know Swiftly is helping us make our cities more efficient, and helping to improve service reliability, passenger information, and operational efficiency. But she joined the team at HourWork as their new SVP of Customer Success. Maranda is a vey well respected and well known leader in the customer success space and has extensive experience building and scaling teams in early and mid-stage startups and has been part of 3 companies who have all seen successful exits. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Ryan Johansen. Ryan is customer success leader based in Boston who has been an IC, Manager and Director of CS. In this episode, Ryan is going to talk to us about mental health as it relates to CSM's and their workloads. ABOUT RYAN JOHANSEN As a first time manager at a startup, Ryan ended up in a hospital because of a mental breakdown caused by workplace stress. After going to a dark place with mental health, he discovered putting your mental health first can actually have major career benefits.  Driven by a desire to help people avoid what happened to him, he started doing presentations on managing stress as a csm. This quickly took off and he has helped thousands of individuals at dozens of companies. He provides live training programs on how to manage stress, improve productivity, and change work for the better. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Jamie Bertasi. Jamie is the President and COO of Totango. Previously she was also the company's Chief Customer Officer. In this episode, Jamie is going to share her predictions for Customer Success in 2023! ABOUT JAMIE BERTASI She is responsible for the go-to-market, onboarding and customer success teams at Totango. A proven and trusted leader, Jamie has a demonstrated track record for building high-value experiences for customers and partners, delivering strong business results and building teams with a positive culture. Jamie is a recognized expert in go-to-market and customer success strategies. Before joining Totango, Jamie was the COO of HomeSuite and previously led TellMe to a successful acquisition by Microsoft." CONTACT JAMIE BERTASI https://www.totango.com/ https://www.linkedin.com/in/saas-executive/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Deborah Andrews. Deborah (aka "Debs") currently works across all post-sales functions at Unit4, alongside leading the Customer Success Operations and Digital teams. In this episode, Debs is going to talk about the world of customer success operations and why it's critical to businesses today. ABOUT DEBORAH ANDREWS Having a varied background in IT, Support, Operations and Customer Success Management for companies such as Sage, Gainsight and Salesforce, she actively collaborates to drive the awareness and implementation of customer centric initiatives that are intentionally designed to drive a seamless, leading-edge and sustainable customer experience. Success for All is her favorite mantra. CONTACT DEBORAH ANDREWS https://www.unit4.com/ https://www.linkedin.com/in/debscloud/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

Join us when we speak with Alan Fecamp. Alan is a Director in Zeren’s Commercial team and has 20+ years of experience in senior level recruitment and Executive Search, and has worked extensively across the UK, EMEA, and US. In this episode, Alan is going to share his journey as the head of Customer Success at Zeren, an executive recruitment and head-hunting firm that works with innovative businesses to really help accelerate their growth. ABOUT ALAN FECAMP In more recent years, Alan has operated extensively in the post-sale arena, and has developed deep levels of expertise and networks within Customer Success. Prior to joining Zeren, Alan founded Just Digital in 2009 who built an exceptional reputation for helping Seed through Series C B2B SaaS companies hire for specialist commercial roles. This success led to Just Digital being Acquired by PIE Recruitment in 2019.  His core strengths are working with investor backed high growth tech businesses who are looking to build exceptional go-to-market teams across the globe, with a particular focus on Sales, Customer Success, and Operations. CONTACT ALAN FECAMP https://www.zerenglobal.com/ https://www.linkedin.com/in/alanfecampsaasrecruiter/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn:  https://www.linkedin.com/in/jasonwhitehead/   ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.   SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net