Management vs Leadership
Managing a Large Customer Success Team – Part B (Audio)
The concluding part of a conversation with Matt Myszkowski. Matt is Vice President EMEA for Customer Success Services at SAP, a global software vendor with a $25bn turnover that produces enterprise planning and business management software to help customers run their organizations effectively. SAP is committed to fuelling innovation, fostering equality, and spreading opportunity across [...]
Managing a Large Customer Success Team – Part A (Audio)
The first part of a conversation with Matt Myszkowski. Matt is Vice President EMEA for Customer Success Services at SAP, a global software vendor with a $25bn turnover that produces enterprise planning and business management software to help customers run their organizations effectively. SAP is committed to fuelling innovation, fostering equality, and spreading opportunity across [...]
How Customer Success drives Transformation at ORACLE (Audio)
A conversation with Peter Armaly. Peter is Senior Director, Customer Success for Business Advisory Services at ORACLE. Peter is a senior-level Marketing and Customer Success professional with extensive experience working with wide-ranging clients of both SaaS and On-Premise engagement models.
Working with the Customer: Credibility & Rapport
A discussion about how to create, develop and manage relationships with customer stakeholders, with a particular focus on the importance of both credibility and rapport. Working With the Customer: Credibility & Rapport
Lessons from My ‘Below the Line’ Management Training Experience (Audio)
A conversation with Tatjana Stolzenberg, or “Taty” to her friends. Taty is a Channel Consultant and Success Leader at Hubspot. Taty decribes her experiences attending the "Below the Line" management training course and some of the important lessons she had learned from it that she has applied to her CS leadership role.
From Broadway Musicals to CS Leadership (Audio)
A conversation with Sarah Bierenbaum. Sarah is Vice President of Customer Success for HyperScience. Hypersience applies proprietary machine learning software to solve problems with real human impact. Sarah is a results-driven leader, empathic manager and voracious learner with a passion for helping people grow, and with twenty years’ experience of managing projects and people through [...]
“Culture Fit” or “Culture Add”?
A discussion about best practices for recruiting CSMs, with a specific focus on the small but important distinction between hiring people who fit within your existing team's culture and hiring people who can contribute to your existing team's culture. Introduction Not long ago I posted an image on LinkedIn that had a list [...]