Send us a text Angela is a Senior Customer Success Leader & Startup Advisor. Passionate about building high performing teams and mentor others to reach their full potential. For the past +8 years, she led and operationalized multiple customer success programs, focused on reducing time to value and increasing business results. She's results-driven a…

Send us a text Steffen is the Co-Founder and CMO at Dream Data, which delivers tools and enables algorithmic decision-making in marketing and sales. Dreamdata is the B2B revenue attribution platform for small to midsize B2B companies seeking to stop the guesswork and build, repeat, and scale success. How to reach Steffen https://www.linkedin.com/in…

Send us a text Antonia is the Co-Founder and CEO of Toucan, the video platform built for networking. She is a recent graduate of Stanford University, having studied Economics and Political Science. Prior to Toucan, her work experience was largely in political campaigning and data science. How to reach Antonia: https://www.tiktok.com/@antoniahellman…

Send us a text Judy is a Work Psychologist with a passion for change and helping individuals and organizations alike thrive. She works as a coach for Strengths Consultancy, where their goal is to provide organizations with the tools and knowledge to implement positive psychology in the workplace. They assist organizations at all levels to focus on …

Send us a text Cèline Riemenschneider is the Community Lead for Canva Creators, Germany She is also Founder of The Community Mentor and The Community Workademy - an Online Course for Community professionals starting out in the space. Céline on Twitter @celinecommunity The Community Mentor https://workademy.thecommunitymentor.com/ ------- If you enj…

Send us a text Marija Skobe-Pilley is leading European Customer Success team at the productivity platform ClickUp. She's building and scaling a high-performing and productive success team with the main emphasis on culture, personal and professional wellbeing. She’s a classical musician turned tech. Having spent education years as a music performer …

Send us a text A Customer Success professional since 2011, Kate has created CS programs from scratch and hired & led teams at 4 different SaaS startups. Passionate about building and scaling relationships, Kate recently joined Staircase AI as Director of Customer Success to help usher in a new era of the CS tech stack - Relationship Intelligence. W…

Send us a text Valentina Thörner has 10+ years of experience in the customer support industry, from customer facing roles to managing teams, and leading the product development of the customer service quality management platform "Klaus". She currently acts as Empress of Remote & Quality, helping companies to create and adapt quality assurance into …

Send us a text With 10+ years experience in Customer Service, 6+ years working with SaaS Platforms and most recently 4+ years experience in Customer Success/ CX, Ryan was featured in a report of Customer Success Managers to watch out for in 2022. Throughout his time in Customer Success, he’s picked up skills in Kanban, Scrum, Agile Working, Project…

Send us a text Over the past decade, Niclas helped build two global SaaS companies, worked with 100+ of the Fortune 500, in 20+ markets. In doing this, Niclas realized that he’s all about building truly customer-centric companies, that can both grow fast and sustainably over time, and create value for all stakeholders - Investors, employees, custom…

Send us a text ​​Emilia is Head of Marketing at Userpilot and a product marketing enthusiast. She has experience of working with several SaaS businesses as a marketer and a co-founder. Her passion for content marketing, SEO and SaaS products led her to build Userpilot’s whole content ops, hiring system, and documentation from ground up. Userpilot h…

Send us a text Daria is the Co-Founder and CCO of Salesroom - a virtual meeting platform enabling Account Executives to build trust with their customers without in-person interactions. Before founding Salesroom, Daria worked in growth-stage investing and sales Salesroom https://www.salesroom.com/ How to reach Daria https://www.linkedin.com/in/daria…

Send us a text For the past 5 years, Telma's been working in client management and conflict mediation as a client advocate. Most of her experience was in financial markets, being her latest experience at Aon, where she managed an extensive portfolio of both large and multinational accounts. She has joined Demodesk 8 months ago with the mission of r…

Send us a text As Co-founder & CEO at Froged, Emily says to work with people and for people is the most valuable lesson. She believes more in the power of cooperation than in competition. A problem-solver and digital strategist with an extensive background in business development in different sectors: software, industrial construction, energy, reta…

Send us a text Jurgita Paulauskaite is a Lithuanian now spreading roots in sunny Portugal. She started her journey in SaaS companies as an SDR and then discovered the amazing World of CSM. Being a person in the field, tackling onboarding and building relationships, prepared her for the next step, leading a team of CSMs at WFM solution company - Tym…

Send us a text 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. Cust…

Send us a text Greg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on digital transformation initiatives, customer experience, employee experience, and he also hosts The Agile Brand with Greg Kihlström podcast. --------- If you enjoy this podcast, please subscribe and leave a review…

Send us a text Raphael is a data scientist and an entrepreneur. He has studied in Paris, New York and Tel Aviv, and worked for Schneider Electric as a data engineer before handling several freelance assignments (risk management data science @Pfizer, fraud detection @IEEE). After going back to Paris, he co-founded Nalia alongside Alexi Tuill. Nalia …

Send us a text 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. How to contact Esben https://www.linkedin.com/in/esbenfriisjensen/ -------…

Send us a text Will Stevenson is the Founder and COO of Onboard - a software built to help companies onboard their customers faster. He has over 10 years of experience building and leading CS and Onboarding teams at high growth B2B SaaS companies. And was recently named one of the Top 100 CS Strategists. How to reach Will: https://onboard.io/ will@…

Send us a text Ekaterina Howard helps B2B SaaS startup founders and growth marketers get more traction with research-driven conversion copy — without slowing down their growth initiatives. Ekaterina has worked with clients, such as ClickGUARD, Wonderwerk, Parallax, and Warmly, on website copy, paid traffic funnels, and copy optimization projects (n…

Send us a text This week's episode features John Henwood. John leads the Customer Success team at Productboard while co-leading Vancouver's Customer Success community of 1,500 practitioners. Before joining Productboard, John had more than 10 years experience in Account Management and Customer Success, with nearly 6 years growing Customer Success at…

Send us a text Lisette Sutherland is the director of Collaboration Superpowers, a company that helps people work together from anywhere through online workshops. She also produces a regular podcast featuring interviews with remote working experts highlighting the challenges and successes of working with virtual teams. Episode 225 “What not to wear …

Send us a text This week's episode features Puneet Kataria, founder & CEO of CustomerSuccessBox As one of LinkedIn’s top Voices and named 2021 Top 100 CS Strategist, Puneet is deeply passionate about the three product joys: the joy of producing, the joy of selling, and the joy of ownership. In his previous avatar, he was VP at a B2B SaaS company, K…

Send us a text This week's episode features Ashley Porciuncula, CEO and co-founder of Orbital. Ashley has over 15 years of experience as a freelance startup consultant and product leader for B2C and B2B clients, ranging from tech startups and bootstrapped ventures to Fortune 500 corporations. Orbital is your always-ready, zero-friction, super-inter…

Send us a text “Failing To Prepare Is Preparing To Fail” — Benjamin Franklin Either if it's a presentation or training, sometimes we just need a mental checklist just to make sure that as soon as we hit that meeting link, we are ready to go! The Top 7 Tips for Pulling Off a Great Demo Presentation https://www.lifesize.com/en/blog/demo-presentation/…

Send us a text Every month, leaders of their industry share with us their experiences and insights I had the opportunity to talk to Raphael Allstadt, Co-Founder and CEO at tl;dv. As a remote founder, him as his Co-Founder have always been passionate about harmonizing async-first communication and video to reduce our time in meetings, while keeping …

Send us a text Every month, leaders of their industry share with us their experiences and insights I had the opportunity to talk to Ellie Hutton, Head of Customer Success at Dooly. Ellie is passionate about developing a user first digital strategy and aligning the business around the customer to earn the right to grow. Dooly is the fastest way to u…

Send us a text Book Life's a pitch How to sell yourself and your brilliant ideas. By Stephen Bayley and Roger Mavity -------- If you enjoy this micro podcast, please subscribe and leave a review. You can find me on Twitter @CSMToolbox Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and …

Send us a text Building a customer community has been a hot topic and there’s no stopping to it. From community platforms, books, courses, communities about community, you name it! In today’s episode, I talk about Tom Ross’ community manual and how it can inspire your next Customer Advisory Board meeting or if you are setting up a customer communit…

Send us a text Every month, I’m featuring a guest to share with us their experiences and provide us with insights from their industry. I had the opportunity to talk to Ashley Sachs, Director of Support and Success at Whereby. Ashley has spent her career working for customer first brands. Recently, she has worked with the team at Whereby to help bui…

Send us a text Bunch https://bunch.ai/ Weekly Briefing https://weeklybriefing.substack.com/ Join their Slack community through this form https://bunch-ai.typeform.com/to/HAY4C9 Bunch in App Store https://apps.apple.com/app/apple-store/id1500872908?mt=8 -------- If you enjoy this micro podcast, please subscribe and leave a review. You can find me on…

Send us a text Product Marketing Alliance Customer Advisory Boards Certification, delivered by Bree Bunzel, Head of Global Customer Marketing at Dropbox. https://certified.productmarketingalliance.com/p/customer-advisory-board-certified General assembly https://generalassemb.ly/education Open book of Customer Success Under >> Resources -------- If …

Send us a text Every month, I’m featuring a guest to share with us their experiences and provide us with insights from their industry. I had the opportunity to talk to Remco de Vries, VP of Marketing at inSided. During our conversation, Remco and I talk about inSided, what have they learned from Customer feedback, and how Customer Success and Marke…

Send us a text Felt really inspired after listening to Alexandra Carter on Clubhouse. Waiting for a copy of her book from my local bookshop. More information on Alexandra Carter and other references to this episode: Alexandra Carter https://alexcarterasks.com/ Alexandra Carter’s book “Ask for more” https://www.waterstones.com/book/ask-for-more/alex…

Send us a text In today’s episode, let’s go down memory lane and do a quick recap with our guests on how they have looked at communities for inspiration and viewed the customer’s journey from their perspective. Join me and let’s reopen that toolbox. And for a chance to be on CSM Toolbox, make sure to follow our LinkedIn Page and you'll find out mor…

Send us a text Every month, I’ll be featuring a guest to share with us their experiences and provide us with insights from their industry. I had the opportunity to talk to Dana Alvarenga, Director of Customer Experience at SlapFive. During our conversation, we talked about skills required for customer facing roles, putting ourselves in the customer…

Send us a text Are you a mentor? As a mentee, what has been the process you follow when contacting a mentor? What have you learned from your mentees so far? This week, I explored the concept of reciprocal mentoring Resources Simon Sinek: Why Reciprocity Improves Mentor Mentee Relationships https://youtu.be/NrWg1qy2WNI Mentorloop via The Customer Su…

Send us a text As a leader, have you found yourself trying to motivate your team to keep their camera on during meetings? Is there an underlying issue, or virtual meetings aren't as engaging as a face to face meeting? Sharing a few ideas and resources I have found in the community. Donut https://www.donut.com/ Article: Zoom fatigue is real — here’s…

Send us a text In this week's episode, let's take a look at Customer Success Newsletters. CS Insider https://csinsider.substack.com/ The Success League https://www.thesuccessleague.io/csblog The Customer Success Newsletter by Alex Bakula Davis https://newsletter.alexbakuladavis.com/ Turn the Churn by Shelley Davis https://turnthechurn.com/ inSided …

Send us a text There's nothing like a bit of inspiration in our day-to-day activities. From presentation decks, to LinkedIn posts, infographics and so much more. Canva has got you covered! And if you would like to test out Canva, feel free to use my referral link here https://www.canva.com/join/zjl-nsw-zgg -------- If you enjoy this micro podcast, …

Send us a text Every month, I’ll be featuring a guest to share with us their experiences and provide us with insights from their industry. In this episode, I had the opportunity to talk to Shaw Li. Shaw has 10+ years of product management experience earned working at pre-seed, venture funded, and Fortune 500 companies. He recently led product at Ha…

Send us a text Slack is not only a messaging platform to communicate with your colleagues or customers. It's also a great networking resource. In today's episode, I am highlighting four Customer Success Communities plus a special mention outside of Slack. Customer Success Leadership Network Slack: https://bit.ly/2SGWsb5 LinkedIn: https://www.linked…

Send us a text As part of your busy week, do you also have to block out time to do "admin work"? Meeting notes are crucial, and we know how relevant they are, so we can keep that CRM or Google Doc up to date. We don't need to struggle any more. Or at least not as much as before. Today, I want to highlight an extremely valuable tool called Hugo. Hug…

Send us a text How exciting! Today, we'll talk about starting your journey in Customer Success. Everyone's journey is different. You can find inspiration from many sources. And I'll point out a few on this week's episode. The Five Elements of The 5-Second Rule - Mel Robbins https://melrobbins.com/five-elements-5-second-rule/ Dear Insider Dear Insid…

Send us a text Every month we'll feature a special guest and I had the opportunity to talk to Christopher Holm-Hansen, Co-Founder and CPO at Butter. Butter.us is a startup based in Denmark but operating fully remote. Chris and the team at Butter have been building an “all-in-one” platform for planning and running virtual workshops. With his backgro…

Send us a text Getting our message across in a crowded customer inbox seems like a hard task at times, but there are a few resources we can leverage. And believe it or not, one of them are emojis. Marketers have been embracing them for a while now and there might be something to it. Resources Book: Ann Handley - Everybody writes http://bit.ly/3f0W6…

Send us a text In today's episode, we'll talk about CS communities and their upcoming events. The way we network has changed (a lot!!) since last year, but there's a silver lining to it. Events going virtual have allowed us to join in from anywhere and everywhere. More episodes around communities to follow, so stay tuned! Resources: **CS Insider ht…

Send us a text Nowadays, CS Teams communicate in a digital space. We want to engage with your customers in more creative ways and video seems to be working for Sales & Marketing, so today we’ll take a quick look at Loom. https://www.loom.com/ How to Leverage Video Messages in Customer Success https://www.loom.com/blog/use-cases-customer-success InS…

Send us a text Welcome to CSM Toolbox with Isabel Ruiz! Would you like to leverage video to enhance your customer interactions? Or learn about how copy writing can increase our creative thinking? Are you starting your Customer Success journey and would like to find out about online communities where you can meet fellow CSMs? CSM Toolbox is the week…