Breakthrough SaaS Growth with The Jasons

Join us with guest Chris Hicken, CEO of 'nuffsaid, a workflow intelligence tool that lets you focus on the work that matters. Today Chris talks about the criticality of building out effective Customer Success Operations. We will look at the role of CS Ops, how it helps you scale, and the value it delivers to customers. We will also talk about when and how you should build out your CS Ops capabilities. ABOUT CHRIS HICKEN: Chris Hicken is a Co-Founder and CEO of ‘nuffsaid—the Proactive Intelligence product that helps Customer Success teams do the right tasks with the right customers at the right time. Chris has 15 years of experience as a leader, investor, advisor, and board member, and was formerly the President and COO at UserTesting. He is an advocate for Customer Success leaders and was recognized as a Top 100 Customer Success Strategist in 2020.   CONTACT CHRIS HICKENS LinkedIn: https://www.linkedin.com/in/chrishicken/ 'nuffsaid Website: https://nuffsaid.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

Customer Success Tools & Technology of Tomorrow Join us with guest Prithwi Dasgupta, CEO of Smart Karrot, a leading customer success platform. Today Prithwi shares his insights and experience around customer success technology and where it is heading in the future. We look at things such as how using Artificial Intelligence (AI), predictive analytics, and other tools will help scale customer success programs and empower CS professionals. ABOUT PRITHWI DASGUPTA: Prithwi is passionate about value – value to customers and value to employees. In his prior role as President of the technology business, he grew his business unit over 30 times focusing on retention, engagement and value. At SmartKarrot, in addition to leading the organization, Prithwi wears the hat of being the “Chief Success Partner” for customers and the SmartKarrot team.     CONTACT PRITHWI LinkedIn: https://www.linkedin.com/in/prithwidasgupta/ Smart Karrot Website: https://www.smartkarrot.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're talking about scaling your customer success program. As the field of customer success (CS) matures, increasingly organizations are looking for how they can improve the reach of their CS programs, without just adding headcount. This often involves expanding their low-touch programs, developing new content, and investing in new tools. We explore some of the options for scaling your CS program, challenges you face, and approaches that can make you successful. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK-based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. 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

Customer success is one of the most exciting and rapidly growing career fields. There are many ways to break into the field and to navigate your customer success career. Today we are joined by Jared Orr, who is here to talk about his career journey. Jared is very well known in the community and customer success is a big contributor to a number of the communities out there like CS insider, practical CSM, and your very own success. Jared has his own blog, the Customer Success Whisper, and also is the host of his own podcast. Come learn Jared’s route to career success and get inspired to grow your own customer success career!   ABOUT JARED ORR: Jared started his client-facing career while attending university. He worked part-time at a Human Resources outsourcing company. While there, he worked in sales operations, onboarding, and implementation.  Upon graduation, he decided to try his hand at front-line sales. After six months at what he thought would be a great opportunity (sales job disguised as telemarketing), he decided to make a career change. June of 2018 he accepted his first job in Customer Success and hasn't looked back.  He now works as a CSM for a global software company that creates virtual data rooms. He's started his own blog site, Customer Success Whisperer, and has recently started a podcast where he interviews successful entrepreneurs (many of which are in the CS/CX space).  He also is heavily involved in the community as a contributor to sites like Success Chain, CS Insider, and Practical CSM.  CONTACT JARED LinkedIn: https://www.linkedin.com/in/jaredsorr/ Twitter: https://twitter.com/cswhisperer Instagram: https://www.instagram.com/saasy_csm/ Blog: https://cswhisperer.org/   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 Sasi Yajamanyam, a leader in the world of customer success. Sasi has built numerous customer success teams and programs over the last 15 years and now he is in the process of publishing a book about customer success. Sasi shares his insights into the evolution of customer success and where we are today. He shares his ideas about some of the challenges, opportunities, and current trends in customer success.   ABOUT SASI YAJAMANYAM: Sasi Yajamanyam has built customer success programs at small and large organizations over the last 10+ years. Currently, he is building ‘at scale’ customer success programs at ServiceNow. Before ServiceNow, he built a global customer success team from ground up at CEB (now Gartner) and served as an advisor to CIOs at large organizations.. He believes customer success is ‘everyone’s’ job but leaders lack tools to make that happen. His upcoming book Next Gen Customer Success is about re imagining customer success, and providing a guide to the c-suite on how to build a customer-centric company.   CONTACT SASI LinkedIn: https://www.linkedin.com/in/sasiyajamanyam/ SASI'S BOOK: "Next Generation Customer Success" Sasi's new book is scheduled for publication in the summer of 2021. You will be able to buy it on Amazon and other online booksellers. 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 Donna Weber, a leading expert in customer onboarding. Donna has recently launched her new book called “Onboarding Matters. How Successful Companies Transform New Customers into Loyal Champions.” Donna shares her insights and experience around customer onboarding and how to create high-impact onboarding programs. Onboarding is one of the most critical phases in the customer journey and many organizations struggle to get it right. ABOUT DONNA WEBER: Donna Weber is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises create customers for life.  Donna is a recognized Customer Success thought leader, influencer, strategist, advisor, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. It’s that simple.  High growth companies hire Donna to increase customer retention, decrease time to customer-first value, increase customer lifetime value, reduce implementation time and costs, increase product usage and adoption, and scale Customer Success organizations.   CONTACT DONNA LinkedIn: https://www.linkedin.com/in/donnaweb/Twitter: https://twitter.com/donnawebWebsite: https://www.donnaweber.com/     DONNA'S BOOK: "ONBOARDING MATTERS" Donna is the author of “Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions“. You can also review other articles by Donna: Onboarding ≠ ImplementationFirst value. Avoiding the trough of disillusionment.Whoever Understands The Customer Best Wins   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're talking about something that is super important, not just to customer success, but to the wider business, customer lifetime value (CLTV). What is it? What do we mean by it? And what does it mean for our customers?  Customer lifetime value is not just about the sale or the acquisitions, it's about the long-term relationship. , but when you start to think about customer lifetime value it opens up a lot of doors for how to improve your organization. This episode takes a deep-dive into the concept of CLTV and how you can use it to make changes that accelerate your growth. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK-based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. 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

In this episode, we sit down with Marty Kaufman, Founder & Pricincipal at Infinipoint. Marty is an exceptional leader in the customer success and customer experience space. This is his second time as a guest on The Jasons Take On… In this episode, Marty talks about proving the value of customer success. He shares his powerful matrix framework that all CS leaders can use to help others recognize the impact customer success is having for their customers and their own organization. See the detailed show notes on https://thejasonstakeon.com/podcast/proving-the-value-of-customer-success to view his matrix.   ABOUT MARTY KAUFMAN Marty operates at the complex intersection of growing companies and the customer experience; ensuring each touch-point is memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He has led and advised executive leadership teams from start-up organizations to Fortune 100 companies and government entities.  Throughout his career, he's operated across multiple industries and functions and brings this diversity of experience in aligning strategy, structure, process, and people to drive organizational performance and deliver proven results to organizational challenges.   ABOUT INIFINPOINT: Infinipoint is a customer retention consultancy operating at the complex intersection of growing companies and their customers. Navigating this space is especially crucial for B2B and XaaS providers as their eventual success requires--demands--they build customer retention into their DNA.  While customer experience and retention might be one team’s formal “job”--it is everyone’s responsibility. Infinipoint works with all customer-facing teams--sales, support, success, onboarding & implementation--as well as product, marketing, and CX. We help clients align strategy, structure, people, processes, technology, and metrics to deliver outsized customer retention without similarly outsized costs.   CONNECT WITH MARTY KAUFMAN Marty on LinkedIn: https://www.linkedin.com/in/martykaufman/ Infinipoint: https://www.infinipoint.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 sit down with Esben Friis-Jenson, Cofounder and CRO at User Flow to discuss product-led growth. Esben shares his insights and experiences helping organizations move from sales-led to product-led growth models. He discusses some of the benefits, challenges, and action steps you can take to become a product-led growth organization.   About Esben Riis-Jensen Esben Friis-Jensen is the co-founder and Chief Growth Officer at Userflow, a no-code builder for in-app onboarding and surveys, allowing SaaS businesses to be more product-led. Prior to Userflow, Esben co-founded Cobalt, which today is a 200+ employee company. At Cobalt, Esben was a part of a product-led growth initiative and this piqued his interest to go all in and start a company in the space.    Connect with Esben Esbenon LinkedIn: https://www.linkedin.com/in/rossfulton/ User Flow: https://userflow.com/ Product Led: https://productled.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 sit down with Ross Fulton, CEO of Valuize. Ross helps B2B software companies build industry-leading customer success strategy and operations. Ross brings unique expertise in aligning strategy, operations, technology and data to make sure customer success teams are delivering results and growing profits. Today Ross is going to share his insights around how effectively customer success strategies and how to operationalize them. So many organizations struggle to develop effective customer strategies, or to implement them in a way that delivers the desired results, and I am looking forward to hearing Ross's perspective on how companies can do this better.   About Ross Fulton As CEO of Valuize, Ross helps enterprise B2B software companies, including VMWare, Splunk, HashiCorp, Datto, PointClickCare and Wolters Kluwer, build industry-leading customer success strategy + operations. Prior to founding Valuize, Ross spent over 16 years scaling industry-leading software companies on both sides of the Atlantic. With a mission to empower today’s B2B software leaders to retain and expand their customers, Ross is passionate about fusing customer success strategy, technology, and operations to drive sustainable growth.   Connect with Ross Ross on LinkedIn: https://www.linkedin.com/in/rossfulton/ Valuize: https://www.valuize.co/   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