The most highly-rated Customer Success podcast out there, NPS I Love You takes a fun and engaging approach to CS, focusing on fascinating topics that are relevant to the entire tech industry. Guests vary in background and expertise. Examples include: Todd Olson (CEO @ Pendo), Rosie Roca (CCO @ Hopin), Dawn Sharifan (VP People @ Slack), Kalina Bryant (Head of Customer Advocacy @ Asana), Steffi Kay (Mentalist) and many more.
On his brother Kevin’s birthday, Catalyst CEO Edward Chiu opens up about parenting, mental health, and Kevin’s near-death experience with COVID-19, which occurred in the midst of raising Catalyst’s Series B funding, and with a 4-month-old baby at home.
Ben leads Community & Events at Catalyst Software. He is a former CSM, former CS Consultant, and the Founder of CS in Focus, an international Customer Success community. Ben is passionate about 3 things: people, business, and Simpson's trivia. More than that, he's a relentless extrovert, so he's thrilled to be living his dream of getting paid to talk to people on this podcast.
Nate Gilmore is the Chief Revenue Officer at PandaDoc, a document automation software that streamlines the process of creating, assigning and reviewing proposals, quotes and contracts. In this episode, Nate and Ben discuss striking a balance between driving sales and strengthening customer relationships, motivating and incentivizing teams, and PandaDoc’s approach to customer experience design.
Roberto Ortiz is the Co-Founder and CEO of Welcome, an award-winning virtual event platform. In this episode, Roberto and Ben discuss how the pandemic influenced the founding of Welcome, how to provide white glove customer service, and leveling up from a technology, design and performance perspective.
Emily Garza is the AVP of Customer Success at Fastly. In this episode, Emily and Ben discuss why happiness shouldn’t be used as a customer success metric, the importance of consistent storytelling, and the value of clear communication and curiosity in business.
Kyle Clark is an Implementation Manager at Catalyst Software, and in this episode, Kyle and Ben discuss the one big question you need to ask before onboarding new customers, why you should ignore what your competitors are doing and how to launch new customers in a “healthy way."
Codi Gill is the Vice President Client Success at TouchCare, and in this episode, Codi and Ben discuss how she has six kids whilst running a CS department, the importance of “taking yourself out of the whirlwind” and how Codi proactively ensures her team takes sufficient time off.
Sultan Saidov is the Co-Founder and President at Beamery, and in this episode, Sultan and Ben talk about Beamery’s proactive, people-centric approach to recruitment, how to keep candidates engaged throughout the hiring funnel and how to evaluate the potential of prospective recruits.
Remco de Vries is the VP of Marketing at inSided, and in this episode, Remco and Ben talk about everything you need to know to get started with community building—from getting buy-in, to selecting your tech stack, to more advanced community strategies that will directly lead to revenue growth.
Porter Williams is the Director of Customer Success at BetterUp, and in this episode, Porter and Ben discuss how to make your QBRs better than every other vendor, what Porter learned in his previous life as a performer that helps him in the tech world, and why role-playing might just be the one skill missing from your CS arsenal.
Mark Kilens is the VP of Content & Community at Drift, and in this episode, Mark and Ben discuss the content and community equation, why he hires for character and trains for skill, and his personal operating system.
Sunil Joseph is the Vice President of Customer Success at Stack Overflow, and in this episode, Sunil and Ben discuss the impact of hiring a diverse team, why Stack Overflow holds ROI workshops with every customer, and what it really means to be product-led.
Shai Ritblatt is Head of Partner & Customer Success at Sisense, and in this episode, Shai and Ben discuss Sisense's partner success program, building versus buying, how they prioritize feature requests and why Shai believes CS just stands for common sense.
Eric & Eli are the brilliant founders behind Speaker Labs, a leading public speaking coaching program. In this episode, Eric, Eli, and Ben discuss the science of talk, the power of storytelling, the biggest barriers people face when public speaking, and some ways you can think about improving your next presentation today.
Jaimie Buss is Sr. VP of Sales at Zendesk. In this episode, Jaimie and Ben discuss sales & CS collaboration, leadership, battling stigma, and an epiphany Jaimie had that profoundly affected her life.
Debra Squyres is an expert in all things HR and Customer Success, and she is about to join HackerRank as CCO, supporting over 2,000 customers and 11 million developers. In this episode, Debra shares the worst question she was ever asked in an interview, what it means to be data-driven in HR, and her thoughts on the future of work.
Diana De Jesus is one of the top 100 CS strategists, co-creator of the Open Book of Customer Success, and a CSM at Catalyst Software. In this episode, Diana talks about tips, tricks, mistakes, and learnings around Customer Success, parenting, personal branding, and vulnerability.
Jeff Breunsbach & Jay Nathan are Director of CX and CCO, respectively, at Higher Logic. They are also the founders of Gain Grow Retain, one of the world’s largest CS communities that exploded in 2020. In this episode, Jeff & Jay talk leadership, customer experience, community building, and Jay’s dream of being in a Jimmy Buffet cover band.
Jon Johnson is a professional musician turned Senior Customer Success Manager at Splash. He also led customer success at Zinier and is a founding member of the BreakoutCS community. In this episode, Jon talks about his experience as a musician and the lessons it taught him that have allowed him to excel in Customer Success.
Matt Myszkowski is Vice President of Customer Experience at Cision, and led Customer Success at other organizations like SAP, Rant & Rave, and Autodesk. On this episode, Matt talks about change management, being opinionated, photography, and his favorite podcasts.
Lorna Henri is VP Customer Success at Modern Health, which has recently surpassed the $1 Billion valuation mark, officially making them a unicorn. In this episode, Lorna talks parenting, career paths, mental health, and the challenges of scaling quickly.
Daniel Hayward is Head of Customer Success for the Americas at LinkedIn. In this episode, he shares his thoughts on how leaders can support the mental health and wellness of their team members, how they can fight stigma with vulnerability, and how he personally is taking care of his mental health during the pandemic.
Jack Schafer, Ph.D., is a psychologist, professor, author, intelligence consultant, and former FBI Special Agent. He's worked as a behavioral analyst and has trained agents in the art of interrogation and persuasion. He’s also written some fantastic books, including The Like Switch and The Truth Detector. In this special episode, Catalyst CEO Edward Chiu speaks with Jack about how CS & Sales can uncover truth quickly, build relationships fast, and achieve desired outcomes.
Brian LaFaille is the Global Head, Customer Success Strategic Programs at Looker, a BI platform that was bought by Google in 2020 for $2.6 Billion. In this episode, we explore unique ideas that blend human touch with powerful data to drive customer happiness, like behavior mapping, predictive analytics for Customer Success, and how the 5 love languages can apply to CS.
This episode features a friendly debate between two experienced CS leaders; Scott Dzialo, Director of Customer Success, Enterprise & Strategic Accounts at Braze and Sabina Pons, Vice President of Client Success, Support & Community at Mavenlink. During this episode, these CS masters found themselves on opposing sides of the issue: Who should own renewals, Sales or CS?
Bonnie Chatterjee is the Head of Customer Experience at GitHub, and is focused on building GitHub’s CX function and instilling customer obsessed thinking, measurements and actions into every decision. In this episode, Bonnie discusses prioritization, building positive habits, and how customer experience and customer success can collaborate.
Cairo Amani is the founder of ThriveNetwork, a community for women in CS, and she currently heads up CX at Cutback Coach, a tool to help people proactively build positive habits around alcohol consumption. In this episode, Cairo discusses alcohol consumption during the pandemic, the biggest challenges she sees as a career coach, and the advantages of working at early stage startups.
Kristi Faltorusso is VP Customer Success at Intellishift and one of the most prolific Customer Success leaders in the industry. On this episode, Kristi talks about finding success through helping others, how to think about your next promotion, her inspirations, and the Real Housewives of Atlanta.
Maranda Dziekonski is VP Customer Success & Operations at Switfly, and is on the governing council of the Customer Success Leadership Network. In this episode, Maranda and Ben discuss CS in the boardroom, building your personal brand, using Slack to manage customers, and some of the biggest mistakes they’ve both made at work.
Anthony Coppedge is leading Agile Transformation for Digital Sales at IBM. On this episode, Anthony shares his insights into change management at scale, the value of BEING agile rather than DOING agile, and how teams can leverage agile thinking to become faster, more profitable, and more customer-centric.
Sha Ma is the Vice President of Engineering at Catalyst and the former VP of Engineering at Github and SendGrid, where she was part of the leadership team that took them through IPO in 2017. In this episode, Sha discusses misconceptions about engineers, the key to her career success, and advice for those early on in their careers today.
Rosie Roca is the Chief Customer Officer at Hopin, one of the world’s leading virtual events platforms which was recently valued at over $2 Billion. In this episode, Rosie discusses pivotal moments in her career, virtual events, and the challenges facing rapidly-scaling teams.
Kalina Bryant is an incredibly accomplished customer advocacy executive, podcaster, writer, and speaker in Silicon Valley, where she is now leading the customer advocacy function at Asana. In this episode, Kalina discusses customer advocacy, challenges getting executive buy-in, and the lessons and philosophies that have brought her success.
Catalyst recently released The Great CS Debate which had CS leaders vote on the top 10 most controversial topics in Customer Success. This episode features a friendly debate between two experienced CS leaders who found themselves on opposing sides of the issue: What is more important, core CS skills or subject matter expertise?
Lindsey Eatough is the Associate Director of Enterprise Transformation at Mural, a digital workspace for virtual collaboration, currently undergoing a period of hyper-growth. In this episode, Lindsey discusses how to build positive habits, challenges she’s been facing with her transition into a manager role, and how she is supporting her team’s mental health.
Dawn Sharifan is the VP People Operations at Slack. She has over 15 years of experience in both public and private organizations, from startups to Fortune 500 companies. In this episode, Dawn shares the details on Slack’s culture and some of their most impactful initiatives, the future of work, and the biggest challenges facing HR teams right now.
Todd Olson is co-founder and CEO of Pendo. He also recently released his brand new book The Product-Led Organization. In this episode, Todd explores the tension between Customer Success & Product, why being product-led benefits CSMs, and how his biggest mistake as an entrepreneur helped to make Pendo a success.
Catalyst COO, Kevin Chiu, discusses his near-death experience with COVID-19, his difficult road to recovery, insecurity around returning to work, and how the lessons he’s learned have changed how he lives his life today.
Daniel Chait is CEO and co-founder of Greenhouse, a leading Talent Acquisition software company that provides the technology, resources and expertise to make every company great at hiring. In this episode, Daniel speaks about diversity & bias in hiring, untapped human potential, and the top hiring challenges companies face today.
Nir Fogel, Customer Success Group Manager at monday.com, discusses strategies for giving and receiving feedback, the importance of diversity on Customer Success teams, and how to effectively scale while maintaining a team culture that people love.
Sydney Strader, Head of Customer Success at Catalyst, discusses the power of vulnerability and authenticity at work, how she went from major success to rock bottom and back up again, and how her experiences have shaped the person she is today.
Steffi Kay is a renowned mentalist who has competed on America’s Got Talent, and successfully fooled Penn & Teller on Penn & Teller: Fool Us. On this episode, Ben and Steffi discuss mindreading, performing, and how it all relates back to Customer Success.
Trello & Stack Overflow Cofounder Michael Pryor discusses important skills, tools, and practices for collaborating, communicating, and supporting your team in a remote environment.
Work-bench Co-founder Jessica Lin discusses how Venture Capitalists think about Customer Success, how CS leaders can stand out during board meetings, and her love for Conan O’Brien.
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