Breakthrough SaaS Growth with The Jasons

Join us with guest Kristi Faltorusso, VP of Customer Success at ClientSuccess, a leading customer success management solution, where she leads Customer Success, Technical Support and Consulting.  ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base, and their goal is to help businesses drive a “Culture of Customer Success” across your entire organization. ABOUT KRISTI FALTORUSSO Kristi is an industry-leading and award-winning customer success executive and thought leader with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she's helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy. Kristi is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs, and more. CONTACT KRISTI FALTORUSSO LinkedIn: https://www.linkedin.com/in/kristiserrano/ClientSuccess: https://www.clientsuccess.com/Keeping CS Simple: https://www.keepingcssimple.com/

Join us with guest Alex Farmer, VP of Customer Success at Cognite, a global industrial AI Software-as-a-Service (SaaS) company supporting the full-scale digital transformation of heavy-asset industries around the world. At Cognite, Alex helps empower companies with contextualized OT/IT data to drive industrial applications that increase safety, sustainability, and efficiency, and drive revenue. Interests include turning red accounts green, mediocre jokes, and delighting customers.  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 FARMER LinkedIn:  https://www.linkedin.com/in/alexanderfarmer/Customer Success Excellence:  https://www.customersuccessexcellence.com/

Join us with guest Irit Eizips, CEO and Chief Customer Officer for CSM Practice, a global customer success management consulting firm, that specializes in working with executives to accelerate the creation and implementation of Customer Success strategies.  Today we’re talking with Irit about how you go about designing and implementing customer success strategies in complex organizations (and what exactly complex organizations are). ABOUT IRIT EIZIP Irit Eizips is CEO of CSM Practice, a global customer success management consulting firm. The firm specializes in working with executives to accelerate the creation and implementation of Customer Success strategies, derive extensive value from Customer Success technology solutions as well as coach customer facing teams in Customer Success Management. She has been pivotal in shaping Customer Success methodologies and best practices. She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications.  ABOUT CSM Practice CSM Practice specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology, and was the first to develop accelerated methodologies for customer success programs and is continuously producing thought leadership content for the Customer Success community. The company was founded in 2014 and is headquartered in Sunnyvale, California. Additional information can be found at www.csmpractice.com CONTACT IRIT EIZIPS LinkedIn: https://www.linkedin.com/in/eizips/Visit CSM Practice website: https://www.csmpractice.com  

Join us with guest Aaron Jone, VP of services and global partner strategy at HubSpot. HubSpot is a leading CRM platform that provides software and support to help businesses grow better. Our platform includes marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. Today, thousands of customers around the world use our powerful and easy-to-use tools and integrations to attract, engage, and delight customers. Today we’re talking with Aaron about storytelling and how to use it to really engage with your customers and your internal teams. ABOUT AARON JONES Aaron Jones is a Professional Services and Customer Success executive, who has been responsible for the vision and execution of delivering optimal customer experiences at companies that include Adobe, Discovery Education, Network for Good, Sprinklr, and others. Leveraging data, leading indicators, and strategic outreach, he has proven success creating engagement models that drive adoption, are predictive of customer retention and growth, and increase customer satisfaction and overall NPS. Aaron serves as an Advisor for the diversity and inclusion consultancy firm, Cook Ross. CONTACT AARON JONES LinkedIn: https://www.linkedin.com/in/aaronejones Visit Hubspot website: https://www.hubspot.com

Join us with guest Philipp Wolf, CEO of Custify, a customer success platform designed for your B2B SaaS business that helps you better meet customers' needs, reducing churn and increasing lifetime value, and that allows you to see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Today we’re talking with Philipp about the state of the customer success industry and where it’s going.   ABOUT PHILIPP WOLF As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data.    CONTACT PHILIPP WOLF  LinkedIn: https://www.linkedin.com/in/philippwolf/ Visit Custify website: https://www.custify.com/   ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/  Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/   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 with guest Guy Nirpaz, CEO of Totango, the fastest growing and most trusted provider of modular customer success software and author of the renowned book “Farm Don’t Hunt, The Definitive Guide To Customer Success”. Today we’re talking with Guy to learn about how the world of customer success is changing and evolving and what some of the key forward looking trends in the industry are. ABOUT GUY NIRPAZ Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. CONTACT GUY NIRPAZ LinkedIn: https://www.linkedin.com/in/guynirpaz/ Visit Totango website: https://www.totango.com Link to Guy’s book on Amazon: https://www.amazon.ca/dp/0692620931/ref=cm_sw_em_r_mt_dp_QRAXZZXD97K8BD43STGN Link to Totango’s upcoming Executive Customer Forum event: https://www.totango.com/events/customer-success-summit/executive-forum? ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/  Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/   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 with guest Dickey Singh, CEO & Co-Founder of Cast.app, a company focused on scaling customer success and post-sales. Today we are talking with Dickey to learn how to scale Customer Success with Automation. We will explore new and emerging areas of automation, such as using advanced technology to offer on-demand, personalized automated business reviews. We discuss other opportunities, challenges, and implications for using automation tools to scale your CS reach and impact.   ABOUT DICKEY SINGH: Dickey Singh is the CEO and cofounder of cast.app. Cast drives success, health, adoption, retention, and impactful outcomes for your customers and expansion revenue for you.   Previously, Dickey was the founder and CEO of two companies and earlier, he was SVP of product, CTO, or operator creating customer-facing products at several venture-backed companies serving Apple, Google, Salesforce, SAP, and other customers. He has ten patents and lives in the SF Bay area with his wife, twins, and an English Lab Elektra.   CONTACT DICKEY SINGH LinkedIn: https://www.linkedin.com/in/dickey/ Visit Cast website: https://cast.app  Use Cast for free or Book a demo: https://cast.app/#GetStarted    ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/  Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/   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

In this episode, we take a deep dive into the question, "Is Customer Success a Professional Service?”  There is still a wide variety of perspectives if customer success is a cost-center, a profit-center, a professional service, or something else entirely. In addition, many organizations struggle with deciding what level of service to give for free, and what, if anything, should include a fee.  Check out this episode to learn more about the considerations and implications for treating customer success as a professional service!    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 with guest Mara Vicente, VP of Customer Solutions and Interim Head of Customer Success at Pipedrive. Today Mara shares her insights about how to grow long-term relationships and partnerships through customer support. Mara discusses what she has learned from working in multiple disciplines and areas in organizations, and how all these experiences combine to help her advance customer success at Pipedrive. ABOUT MARA VICENTE: Mara Vicente has 20 years of experience in Customer Service: a background in Team leadership and multi-department Coordination for different national and international Telecommunications companies and also in the short-term Rental Industry.   Mara’s experience includes leading all customer-facing areas as VP Operations for Housetrip and Uniplaces. Deep experience also in Project management and Customer Experience Management, having collaborated in the design and implementation of several transformational projects (impacting operational and cultural change) on Customer Centricity.  Mara’s major professional experience includes Oni Telecom, Tele2 Portugal (acquired by Optimus), Optimus (merged with ZON), HouseTrip (acquired by Tripadvisor), Uniplaces. CONTACT MARA VICENTE LinkedIn: https://www.linkedin.com/in/marafigueiredo/ Pipedrive website: https://www.pipedrive.com/   ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/  Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/   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

In this episode, we examine the critical need for customer success professionals to learn to “Speak your customer’s language.” Customer Success professionals need to establish strong, trusted relationships where we can truly influence our customers to take actions that can increase their own success. To do this, you need to learn to engage with them and use language that resonates with them. Yet, sadly this is not often done Check out this episode to learn more about why and how you can learn to speak your customer’s language! 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