Women in Customer Success Podcast: Recent Episodes

Marija S.Pilley

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact. You’re going to hear from the ladies who are on their own journeys and want to share their learnings and strategies with us. You’re going to be inspired.

View Details

Text us your questions and thoughts!

March is a special time for celebrating women who lead. So what better time to spotlight six extraordinary women who not only lead in Customer Success, but also wrote a book on it! Literally.

Welcome to the WiCS PowerUp Spotlight featuring the co-authors of The Customer Success Talent Playbook, a first-of-its-kind guide to CS hiring, careers, and team building.

Meet the women behind it:

✨ Ejieme Eromosele, VP of Customer Growth Quiq

✨ Swati Garg, CEO Melo Associates

✨ Parul Bhandari, CEO CustomerXSuccess

✨ Elizabeth Blass 🌻, Chief Customer Officer Karbon

✨ Kristen Hayer, CEO The Success League

✨ Julie Fox, Director of Digital CS Hyland

Six women. Six perspectives. One powerful playbook.

You'll hear ALL about:

  • The story behind writing the book together
  • CS hiring mistakes & hard-won lessons
  • Salary frameworks & career progression
  • Building sustainable, intentional CS teams
  • Empowering yourself as a CS professional
  • Community, mentorship & what's next

Whether you're a CS leader, a job seeker, or breaking into Customer Success — grab your seat.

👉 Follow Ejieme: https://www.linkedin.com/in/ejieme/

👉 Follow Swati: https://www.linkedin.com/in/swatigargmhrir/

👉 Follow Parul: https://www.linkedin.com/in/parul-bhandari-1294488/

👉 Follow Elizabeth: https://www.linkedin.com/in/elizabethblass/

👉 Follow Kristen: https://www.linkedin.com/in/kristenhayer/

👉 Follow Julie: https://www.linkedin.com/in/julie-fox-1b05395a/

👉 Learn more about The Customer Success Talent Playbook (& grab your copy of the book): https://www.cstalentplaybook.com/

👉 Follow our host Marija on LinkedIn: https://www.linkedin.com/in/mspilley/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

What if the fastest way to elevate your career is to get more human as you get more technical?

We sit down with Tamara Kempf, Regional Director, EMEA Customer Success at AppDynamics (a Cisco company), to unpack her career built on curiosity, grit, and the kind of EQ that technology can’t replace.

We trace her journey from science student to landing a first job at Bloomberg to now Cisco Customer Success leader, turning setbacks into growth, and using AI where it counts without losing the human edge. You’ll hear practical stories of how to save days of work, coach teams with empathy, and hire for skills that last.

In this episode, we talk about:

  • Lessons from Bloomberg on customer advocacy without authority
  • Integrating a startup culture into Cisco's Customer Success team
  • Pragmatic AI use cases that compress a full day's work into minutes
  • How to create a safe culture to experiment and share failures
  • Redefining productivity as making time to be human
  • The secret to being a great leader

If you’re navigating customer success, leadership, AI adoption, or all three, you’ll find tactics you can try today and a mindset that lasts.

Subscribe, share with a teammate, and leave a review to help more people discover conversations that move careers forward.

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Tamara: https://www.linkedin.com/in/tamarakempf/

👉 Learn more about AppDynamics: https://www.linkedin.com/company/appdynamics/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

What does the Renaissance have to do with customer success?
More than you think.

Caroline Lambie, Manager of Customer Success EMEA at Contentful, joins us to connect Renaissance breakthroughs with today’s AI rush, showing how a creative mindset can humanise products, shape better journeys, and protect the soul of the work.

We explore how a creative mindset can humanise technology, from Renaissance perspective to AI, and trace Caroline’s winding path through web startups, the charity sector, and customer success leadership. Along the way, we confront layoffs, age bias, flexible work, and the value experienced talent brings to modern teams.

In this episode, we talk about:

  • Art history parallels that illuminate today’s tech shifts
  • Fears and boundaries for AI in creative work
  • Trade‑offs of career breaks and parenting choices
  • Global models for flexible, family‑friendly work
  • Surviving layoffs and a crowded job market (& tactics for sharper interviews)
  • Spotting and countering age bias in hiring

From Renaissance art to AI (yes, really), this conversation might just change how you think about innovation in customer success.

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Caroline: https://www.linkedin.com/in/carolinealambie/

👉 Learn more about Contentful: https://www.contentful.com/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

What happens when you move your CS career from London to Dubai and rebuild your playbook from the ground up?

We talk about that with Jomilsa Sousa, Customer Success and Account Management consultant & coach, and the Founder of The Success Studio, where she helps Customer Success professionals and businesses unlock their full potential. Currently, she also serves as Account Manager at Cirium (and when this was recorded, she was CS Account Manager at LexisNexis Middle East)

In this episode, Jomilsa unpacks how digital transformation in the Middle East collides with a culture that prizes in‑person trust, and why that mix is changing how teams design onboarding, renewals, and growth. AI is powerful for churn prediction and business reviews, but the story that convinces a stakeholder to stay is still a human one.

We explore:

  • Cultural nuance shaping CS across the Middle East
  • AI for churn prediction and reviews, humans for narrative and trust
  • Rising demand for CS Ops, technical CSMs and community roles
  • Empathy as a strategic advantage
  • Building systematic visibility: weekly updates, impact docs, public wins

We also dig into the mindset that sustains momentum: pivot quickly when the signal changes, lead without the title, and make someone’s day easier as a daily north star.

If you’re navigating AI, global accounts, or a big move of your own, this conversation offers a clear, human map for what works (& what doesn’t).

And if this conversation resonates, follow the show, share it with a teammate who needs fresh tactics, and leave a quick review to help more listeners find us.

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Jomilsa: https://www.linkedin.com/in/jomilsasousa/

👉 Learn more about The Success Studio: https://thesuccessstudio.coach/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

What's Next for Customer Success in 2026? That’s the question we’re answering today.

Welcome back to another PowerUp Masterclass in partnership with our friends at Gainsight where we’re going beyond the Pulse Europe conference recap and into what really matters: where Customer Success is heading in 2026.

Together with Tori Jeffcoat, Director of Product Marketing at Gainsight, we're unpacking the biggest trends and ‘aha’ moments from Europe's leading CS event, and sharing our predictions for the year ahead.

You'll walk away knowing:

  • Why AI adoption is lagging and how teams are gearing up for agentic success
  • How CS is becoming a revenue driver through better post-sale visibility
  • What's actually working in digital-scale strategies right now
  • What CS, Product, and Revenue leaders should prioritise next

This is your chance to turn Pulse's key takeaways into your 2026 game plan.

Grab your notebook and tune in.

Featuring

Tori Jeffcoat, Director of Product Marketing at Gainsight

Marija Skobe-Pilley, Founder, Women In Customer Success

👉 Follow Tori on LinkedIn: https://www.linkedin.com/in/torijeffcoat/

👉 Follow Marija on LinkedIn: https://www.linkedin.com/in/mspilley/

👉 Learn more about Gainsight: https://www.gainsight.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

Sometimes the fastest way to grow your influence isn’t chasing a bigger title, it’s expanding your understanding of how the business actually works.

In this episode, we sit down with Emily Nguema, Senior Manager, Commercial Operations at Relay Technologies, to unpack her non-linear journey from studying languages and doing humanitarian work in Ecuador to partner success, edtech, and ultimately a far-reaching role in commercial operations. Through every pivot, one thread stays constant: value - how to define it, measure it, and translate it into stories executives can do something with.

We explore:

  • What it really looks like to shift from senior CSM to commercial ops
  • How embracing ambiguity becomes a competitive advantage in fast-moving orgs
  • Emily’s personal operating system (weekly roadmaps, calendar-bound priorities, and celebrating small wins like it’s a sport)
  • Humility as the hidden accelerator for influence and leadership
  • Career decisions that prioritize learning, exposure, and meaningful impact over titles

You’ll also hear a fresh take on consultative customer success, executive-ready storytelling, and the mindset shift that helps CS professionals influence at higher levels (long before they have a formal leadership title).

If you’re eyeing a move into operations, or simply want your customer success strategy to resonate in the boardroom, this episode will give you both the frameworks and the courage to go for it.

And if this conversation sparked something for you, share it with a colleague or teammate who needs the boost today.

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Emily: https://www.linkedin.com/in/emily-nguema/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

What if the smartest move in your forties is starting over as an intern?

In this episode, we sit down with Adi Aloni, Customer Success Leader, to unpack a rare kind of career resilience: going from an established career, to taking a leap into an MBA, to a humble reentry through a marketing internship, and then a decisive pivot into customer success leadership. It’s a story about trading ego for opportunity and discovering how a nonlinear path can be a competitive edge.

For the first time ever, Adi shares her career journey and walks us through the phases of building customer success from the ground up: early days with a handful of customers, finding product‑market fit, scaling teams and specialisation, and finally shifting to sustainable growth with sharper retention and efficiency.

We discuss:

  • Why active listening outperforms any script
  • How to price time and expertise so “free” help doesn’t become invisible
  • What it takes to maintain momentum when you choose to stay at one company for a decade
  • AI’s emerging role in customer success

She also shares why she believes that the grass isn’t greener; it’s better watered—especially when you have the right people, a product you believe in, and permission to shape your own role.

This conversation will leave you inspired so tune in and enjoy.

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Adi: https://www.linkedin.com/in/adialoni/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

What does it take to leap from vineyards to tech—and thrive?

In this episode, we sit down with Dimple Athavia, a former winemaker (now, Customer Success Manager at Mimecast) who turned her love of chemistry, nature, and craft into a high-impact career in Customer Success. Her path is curiosity in motion: from studying microbiology and viticulture, to traveling the world for harvests, to building a drinks venture that sparked a deep fascination with digital products, data, and scale.

Dimple shares how she broke into her first CSM role—treating interviews like iterative sprints, translating experience into CS language, and reaching out to a podcast guest for mentoring with a clear, respectful ask. That single outreach led to a new opportunity and a lasting lesson: be specific about what you need, make it easy for mentors to help you, and turn inspiration into action.

We chat about:

  • Early love of science leading to a winemaking degree and global harvest work
  • Building a CSM career through podcasts, clear outreach and mentorship
  • Strategic customer conversations that map goals and influence
  • Practical AI use for research, memory support and preparation in CS
  • Guidance for emerging leaders on trust, clarity and coaching

She also shares how AI fits into the modern CSM toolkit—from researching public signals before first calls to surfacing insights and personalizing every touchpoint. For her, data directs attention; real conversations build momentum.

If this conversation sparks an idea for your career or customer strategy, share it with a colleague, hit follow, and leave a quick review to help others discover the show.

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Dimple: https://www.linkedin.com/in/dimple-a-21a37b150/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

👉 Learn more about Mimecast, a company transforming the way businesses manage and secure human risk: https://www.mimecast.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

WE ARE BACK with another Women in Customer Success limited edition episode, where we bring you an exclusive PowerUp Masterclass in partnership with our friends at Gainsight.

In today’s conversation, we’ll explore how Agentic AI is reshaping CS roles and workflows, why it will not replace humans but instead change how we scale, and the practical steps you can take today to prepare your team.

We discuss:

  • How AI agents disrupt the old “growth = more headcount” model
  • Where AI delivers meaningful value in CS, and where it still falls short
  • Practical, low-lift steps to prepare: cleaning your data, setting guardrails, and upskilling your team

You’ll walk away with actionable insights to future-proof your CS strategy and confidently embrace the age of AI and agents.

Featuring

Liam Gilleran, RVP Solutions Consulting & Customer Success, Gainsight

Giorgia Pedenzini, Senior CSM, Gainsight

Marija Skobe-Pilley, Founder, Women In Customer Success

👉 Follow Liam on LinkedIn: https://www.linkedin.com/in/liamgilleran/

👉 Follow Giorgia on LinkedIn: https://www.linkedin.com/in/giorgiapedenzini/

👉 Learn more about Gainsight: https://www.gainsight.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

We’re excited to welcome Linda Lipovetsky, Senior Principal Customer Advocacy Manager at Unqork, whose career journey demonstrates that landing your dream role is less about polished résumés and more about delivering value, embracing radical transparency, and showing up where it counts.

From a pandemic hackathon with her 10-year-old son to a gutsy LinkedIn pitch that opened the door to Unqork, Linda’s story is a masterclass in building opportunity through courage and creativity.

As she shares, her “operating system” is radical transparency—oversharing by design (within confidentiality) to break down silos, speed decisions, and help customers plan with the truth. No euphemisms, no carefully massaged answers—just candor that builds trust and accelerates outcomes.

In this episode, we discuss:

  • How to network into companies by creating a visible impact
  • Self-advocacy strategies that feel natural
  • Why traditional metrics like NPS and CSAT fall short (and which signals truly predict renewal and customer trust)
  • How CS and Advocacy can claim a bigger seat at the table
  • The realities of remote work, energy management, and why staying close to technology gives you long-term career lift

Ready to rethink how you advocate for yourself, your customers, and your career? This episode is packed with practical strategies you can start applying today—so tune in and enjoy!

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Linda: https://www.linkedin.com/in/lindahakimlipovetsky/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

👉 Learn more about Unqork, an enterprise application platform that empowers you to rapidly build applications, eliminate technical debt, and securely unlock AI across the business—without a single line of code: https://unqork.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

We’re excited to welcome Kelley Turner, whose journey from financial controller to SVP, Global Customer Success at Vitally, defies the traditional career ladder. As she reveals, "My career looked like a squiggle until it all made sense," suggesting that non-linear paths often lead to the richest skill combinations in customer success.

Drawing from her finance background, Kelley shares how understanding the business mechanics—tracing a dollar from lead acquisition through revenue recognition—equips CSMs with the authority needed to advocate effectively for customers. This financial fluency transforms both customer conversations and internal business cases.

In this episode, we discuss:

• Understanding business financials and how money flows through an organization ( & how it empowers CSMs to speak with more authority to customers)

• Building "bridges" by helping customers navigate overwhelming amounts of information by providing guided pathways to success

• AI adoption and why it requires both "pull" (making it fun and approachable) and "push" (leadership expectations and modeling)

• Why diverse backgrounds in CS teams create complementary skill sets that better serve customers

Ready to transform your approach to customer success? This episode is the place to start!

So tune in and enjoy!

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Kelley: https://www.linkedin.com/in/kelleyturner/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

👉 Learn more about Vitally, a Customer Success Platform that helps B2B Customer Success teams better understand their customers, manage their processes, and inform business strategies: http://vitally.io

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

What makes a truly exceptional customer success leader?

In this conversation with Cynthia Taylor, Senior Vice President, Customer Experience at Culture Amp, we explore how strategic branding, international perspective, and a shoulder-to-shoulder leadership style can transform customer success teams.

Cynthia’s journey spans continents and industries, from high school business competitions to leading global teams. Growing up professionally in Australia, she was shaped by tall poppy syndrome - a cultural belief that collective achievement matters more than individual spotlight. It’s a philosophy that mirrors customer success itself, where cross-functional collaboration drives outcomes.

In this episode, we discuss:

  • How cultural values shape collaborative leadership.
  • Creative ways to use branding, themes, and even Slack emojis to align and inspire teams.
  • The evolution of customer success leadership, from being liked to driving outcomes, to building lasting connections.
  • Using yearly themes and taglines to rally teams around clear objectives.
  • The impact of creating memorable moments like “The Three Amigos” to strengthen cross-departmental relationships.

These small but mighty “breadcrumbs,” as Cynthia calls them, leave lasting markers of organizational effectiveness. For her, true success means creating teams where people feel they’ve done the best work of their careers - together.

Whether you’re new to customer success or leading at scale, this episode offers fresh CS strategies and leadership lessons that will inspire you. Tune in!

💚 This episode is brought to you by Hook: https://hook.co/

___________

👉 Follow Cynthia Taylor: https://www.linkedin.com/in/cynthiataylor20/

👉 Learn more about Hook & grow your revenue on autopilot: https://hook.co/

👉 Learn more about Culture Amp, the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 7,500 companies create a better world of work: https://www.cultureamp.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

Leadership doesn't require a title but emerges when you inspire others, lead by example, and deliver value. We’re excited to welcome Stephanie Robinson, Global Account Management Leader at Maze, to the show. In this inspiring conversation, she shares insights from her career journey from Toronto to Amsterdam, highlighting how remote work, cultural awareness, and mentorship shaped her success.

Her fascinating journey from a small Toronto startup to managing global enterprise accounts across Europe showcases a powerful career strategy: the 50/50 rule. Every career move should offer 50% mastery (what you already excel at) and 50% challenge (what stretches you to grow). This balanced approach prevents both stagnation and burnout, while keeping you engaged and fostering professional development.

Having worked remotely long before the pandemic at companies like InVision, Stephanie also shares crucial insights into creating effective personal systems.

We discuss:

  • The importance of leading by example and being self-sufficient
  • Cultural differences in work styles between North America and Europe
  • Why being adaptable and understanding diverse team dynamics is essential for any leader
  • Why women should confidently negotiate compensation and know their market value
  • How maintaining relationships with mentors provides crucial support throughout your career
  • How to quantify your achievements to better articulate your value during negotiations

From leadership guidance to negotiation tactics to CS tips and tricks, this episode will provide you with insights, direction, and support no matter where you are in your career. Enjoy!

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Stephanie Robinson: https://www.linkedin.com/in/sjmrobinson/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

👉 Learn more about Maze, the user research platform that makes products work for people: https://maze.co/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

In this episode of the Women in Customer Success Podcast, we sit down with Liz Starling, Head of Customer Success at Anthropic, to explore her fascinating career journey from environmental scientist to business consultant to customer success powerhouse.

Liz is a seasoned customer success leader with a unique career path and a strong vision for what great customer engagement looks like. From the importance of aligning with the buyer early on to the nuances of presenting and reinforcing customer value, Liz delivers an actionable and passionate masterclass that every CS professional can learn from.

She shares insights on the importance of delivering value to customers and the impact of relationship-building skills. She also offers practical advice on career advancement, lessons every woman should learn, and the role of seeking new challenges in personal growth.

We discuss:

  • Career crossroads & seeking new challenges
  • Transitioning from Environmental Scientist to Consultant to CS Leader
  • The importance of delivering customer value
  • How to create opportunities for career advancement
  • Tips for aligning pre-sales and post-sales efforts

You'll also enjoy a fun, rapid-fire round where we get to know Liz on a more personal level. This episode is such a treat. So sit back and enjoy!

💚 This episode is brought to you by Hook: https://hook.co/

___________

👉 Follow Liz Starling: https://www.linkedin.com/in/liz-starling/

👉 Learn more about Hook & grow your revenue on autopilot: https://hook.co/

👉 Learn more about Anthropic, an AI safety and research company working to build reliable, interpretable, and steerable AI systems: https://www.anthropic.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

We sit down with Lara Barnes, Chief Customer Officer at Crownpeak and a champion of authentic leadership, to unpack the true meaning of goal setting, resilience, and growing your career with purpose.

With over 25 years of experience in high-growth, customer-centric tech companies, Lara has led global Customer Success teams at Microsoft, Facebook, Oracle, and Sitecore. She shares her rise from senior director to SVP to CCO, offering insight into the unique challenges women face in corporate settings and the critical roles of perception, sponsorship, and values in career advancement.

Lara opens up about navigating corporate politics, embracing vulnerability, and becoming a people-first leader grounded in heart, clarity, and courage. She reveals the mindset shifts that helped her succeed while staying true to herself, and how goal setting became a powerful catalyst for transformation.

We also explore her personal mission-turned-passion project in functional neurology, inspired by her journey to help her son overcome learning and behavioral challenges. What began as a search for answers has evolved into a purpose-driven venture, now helping hundreds of families thrive.

You’ll discover:

  • How showing up as your authentic self builds trust and impact
  • What functional neurology is and how Lara helps bring a sparkle of hope to parents and children
  • The value framework, and how will it change the way CSMs are operating
  • How to develop your leadership style and lead with heart
  • Playbook to building your path to leadership (& the golden trio: Evidence, Perception and Sponsorship)

Don't miss this enlightening conversation!

💚 This episode is brought to you by Deployflow: https://deployflow.co/

___________

👉 Follow Lara: https://www.linkedin.com/in/larakelly/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

👉 Learn more about Crownpeak: https://www.crownpeak.com/

👉 Learn more about Lara's work with children with neurological disorders: https://www.braindevelopment.co.uk/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

How do you pivot from fashion to a leadership role in Customer Success with no SaaS experience?

We kick off Season 5 with Melissa Garcia, Senior Director of Member Success at Chief.

Melissa joins us to share her unconventional journey from a career in fashion merchandising to becoming a leader in Customer Success. She opens up about what it really takes to break into SaaS, how she built confidence in a completely new industry, and why leading with empathy is her greatest superpower.

We explore how mentors shaped her path, the lessons she learned navigating change, and her bold takes on modern CS practices, from ditching outdated QBRs to delivering “value you can’t Google.”

You’ll discover:

  • How to pivot into Customer Success without a SaaS background
  • Why “value you can’t Google” is key to becoming indispensable
  • Ways to own your voice in customer conversations (even when facing imposter syndrome)
  • Why traditional check-ins often fail (and what to do instead)
  • The transformative power of small steps, and the growing impact of women in CS leadership

If you're looking to break into CS, grow your leadership skills, or lead more human-centered conversations, this episode is a treasure trove packed with practical insights and heartfelt wisdom.

💚 This episode is brought to you by Hook: https://hook.co/

___________

👉 Follow Melissa Garcia: https://www.linkedin.com/in/melissa-garcia-nyc/

👉 Learn more about Hook & grow your revenue on autopilot: https://hook.co/

👉 Learn more about Chief, the private network executive women rely on to raise their leadership game: https://chief.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

Welcome to another Women in Customer Success limited edition episode, where we bring you an exclusive PowerUp Masterclass in partnership with our friends at Gainsight. In today’s conversation, we tackle AI's biggest myths, explore practical use cases, and discuss how leading CS teams are already leveraging AI to mitigate risk, personalize at scale, and drive revenue growth.

You’ll hear lots of practical examples of the daily use of AI in customer success. Buckle up and tune in.

Featuring

Eduardo Amorim, VP of Customer Success, Sendcloud

Kate Neal, Senior Director of Customer Success, Gainsight

Marija Skobe-Pilley, Founder of Women In CS

👉 Follow Eduardo on LinkedIn: https://www.linkedin.com/in/eduardo-a-b4468459/

👉 Follow Kate on LinkedIn: https://www.linkedin.com/in/katemneal/

👉 Learn more about Gainsight: https://www.gainsight.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

NEW! NEW! NEW!

We’re kicking off Season 5 of the Women in Customer Success Podcast!

That means:

  • Elevating the voices of more remarkable women in CS

  • More inspiring conversations, unique career stories and actionable tips

  • And a brand new spin we’re bringing to our show this season

Hear from WiCS Founder & Host, Marija Skobe-Pilley, and discover what's new. In case you're new here, welcome to the Women in Customer Success Podcast. Come join us, be part of our community of ambitious professionals, and join the conversation.

And be sure to follow us and subscribe to our show, wherever you enjoy your podcasts.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

Can you believe it’s been five years since we launched the Women in Customer Success Podcast?

What started as a conversation in your earbuds has grown into a global movement. Now, after hundreds of episodes, bringing these discussions into the physical world feels like coming full circle.

We hosted our second Women in Customer Success live podcast recording in Berlin, where Marija Skobe-Pilley welcomed Cara Benecke, Sally Stoewe and Pia Schümann-Hoppe. We discussed:

✨ Redefining what "having it all" means in today's professional landscape

✨ Setting 'non-negotiables' for work-life integration

✨ Building success on your own terms

✨ Setting boundaries that stick

✨ Leading authentically across diverse European cultures

This was a perfect night where our incredible audience engaged in deep conversations, asked thoughtful questions, and shared experiences with each other.

And now, you get to hear it all. Whether you're an aspiring leader or looking to advance your career, this session offers invaluable advice and inspiration. Tune in and enjoy!

***Special thanks to our sponsors Gainsight and Braze for making this happen!

👉 Follow Cara on LinkedIn: https://www.linkedin.com/in/cara-benecke/

👉 Follow Sally on LinkedIn: https://www.linkedin.com/in/sallystoewe/

👉 Follow Pia on LinkedIn: https://www.linkedin.com/in/pia-sch%C3%BCmann-hoppe-a3aa5437/

👉 Follow Marija on LinkedIn: https://www.linkedin.com/in/mspilley/

👉 Follow Women in Customer Success: https://www.linkedin.com/company/womenincs/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

Struggling to prove the financial impact of your CS initiatives or translate retention metrics into revenue? Watch this exclusive masterclass to learn how to build compelling, finance-driven business cases, align CS initiatives with revenue targets, and confidently lead conversations that secure executive buy-in.

Don’t miss this chance to transform Customer Success into a powerful revenue driver!

Featuring:

Marilee Bear, CRO at Gainsight

Marija Skobe-Pilley, Founder of Women In CS

👉 Follow Marilee on LinkedIn: https://www.linkedin.com/in/marileeb/

👉 Learn more about Gainsight: https://www.gainsight.com/

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

In this episode, I sit down with Swati Garg, founder and CEO of Melo Associates, one of the most recognised Customer Success recruitment firms in the US.

Swati’s career path is anything but traditional. She dreamed of being a Bollywood director, studied psychology and communication, and started as an HR journalist before pivoting into recruitment. Today, she helps CS professionals land roles by focusing on personalised applications, networking, and showcasing measurable impact.

We cover:

✅ Resume strategies that work – How to use keywords effectively so recruiters find you.
✅ Quality over quantity – Why mass-applying doesn’t work and what to do instead.
✅ Following up like a pro – The best ways to reach hiring managers (hint: emails > LinkedIn).
✅ The job market shift – Why local candidates have the advantage in hybrid work models.

Swati’s key message? Don’t be afraid to reach out!

This episode is packed with actionable advice for anyone job-hunting in CS or just wanting to future-proof their career.

Follow Swati.

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

In a beautifully set Hook’s office in the heart of London, Women in Customer Success hosted our first-ever live podcast recording, an intimate and immersive experience with a familiar voice: Daphne Costa Lopes.

Daphne, HubSpot's Global Director of Customer Success - Strategic Accounts and Founder & CEO of This is Growth podcast, shared her journey, shaped by a disciplined upbringing, expat life, and a relentless drive for growth. She revealed the daily habits that keep her focused, how climbing Kilimanjaro helped her find closure after losing her father, and why her next challenge, Mount Everest Base Camp, reflects her approach to both life and career.

Of course, we also talked Customer Success. Daphne shared insights on leadership, career growth, and the evolving role of Customer Success in business, including AI-driven shifts like the move from utilisation-based to consumption-based payment models.

Our audience came prepared with questions on the future of subscription models, managing feedback, and effective customer advocacy strategies.

Tune in for an inspiring, real, and deeply human conversation.

Follow Daphne Costa Lopes

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

In this episode, I sit down with Patricia Awan, a passionate advocate for customer success, lifelong learning, and leading with grace. From her childhood dream of working in PR to her journey from Portugal to the UK, Patricia shares how she built a career centred on helping others and fostering trust.

She’s the Manager of Client Success at ITGL and a passionate communicator - which you will see once you listen to this episode.

We dive into practical, actionable tips for achieving your goals, including:

✅ Client-centricity: How focusing on outcomes (instead of just adding to your client’s workload) builds stronger relationships.
✅ Skills development: A simple method to assess job specs and identify skills that can shape your future career.

Patricia also reminds us that customer success is about people - listening, learning, and engaging with empathy.

In this episode:

  • Leading with grace (and a smile on your face)
  • Client-centricity
  • Lifelong learning
  • Skills development
  • Technology as a tool
  • Customer engagement and management
  • Meaningful and human connection

Whether you’re in sales, account management, or any client-facing role, this episode is packed with first-hand tips you can start applying today.

Follow Patricia.

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

How can the skills you’ve learned in one job help you succeed in a completely different field?

My guest is Ewa Zajac, a customer success leader at Social Talent, shares her unique journey from recruitment to customer success.

Ewa talks about her career transitions, the importance of relationship building, and the transferable skills between recruitment and customer success. She also talks about the challenges she faced stepping into a leadership role without a traditional customer success background and how she empowered her team to thrive.

In this episode:

  • Career transitions
  • The evolution of technology and career paths
  • Time management and productivity
  • The importance of appreciating the present
  • Ewa's journey into recruitment
  • Transferable skills between recruitment and customer success
  • Red flags on CVs
  • The impact of AI on recruitment
  • Effective assessment techniques for CSM candidates
  • Transitioning into customer success
  • Empowering teams as a leader
  • Leading without experience

Ready to learn how to handle career changes, build stronger relationships, and grow in any role? Don’t miss this inspiring conversation with Ewa Zajac. Tune in now!

Follow Ewa.

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

How can a background in psychology and neuroscience shape a career in customer success?

I had the pleasure of speaking with Emma Lampert, a customer success leader and yoga enthusiast. We talked about Emma's background in psychology and neuroscience, where she initially aspired to be a research scientist focused on abnormal brain development.

Emma is a fractional leader for SaaS start-ups, focused on helping businesses grow through smart customer acquisition and retention strategies. She works with founders to create go-to-market plans that close big deals and build strong relationships with customers.

Emma shared some of the most important lessons she has learned throughout her career, particularly the value of embracing failure as a part of growth.

In this episode:

  • The impact of neuroplasticity
  • Practicing yoga
  • Transitioning from science to customer success
  • The concept of the Growth Rebel
  • Challenging traditional customer success views
  • Post-sales strategies
  • Recommendations for effective segmentation
  • Identifying key customer milestones
  • Embracing failure as a leader

Some journeys remind us how powerful change can be, and Emma's story is one of them. This is an episode worth hearing, so don’t miss out - tune in now.

Follow Emma!

Emma’s website.

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

Text us your questions and thoughts!

What role does appearance play in shaping perceptions at work, especially in customer-facing roles? That's what you're going to learn from this episode from my guest, Alexandra Sagaydak, Chief Customer Officer at PeopleForce.

We talk about the importance of appearance in the workplace, especially in customer-facing roles, and how it can influence perceptions and interactions. Alexandra also shares her experiences of moving from Ukraine to Romania, her extroverted personality, and her passion for makeup and art.

We also talk about the unique challenges and rewards of working in a startup environment. Alexandra provides valuable insights about the world of startups, including the opportunities for career growth, the importance of adaptability, and the potential for burnout.

In this episode:

  • Alexandra's background and move to Romania
  • Extroversion and social experiences
  • Alexandra's passion for makeup and art
  • The impact of appearance in the workplace
  • Alexandra's career journey in customer success
  • Working in startups
  • Advantages and challenges of startup life

Whether you're considering a career in customer success, curious about the startup culture, or simply interested in makeup tips, don't miss this episode full of useful information and inspiration.

Follow Alexandra!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - https://www.womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm

View Details

How can you, as a leader, truly empower your team to reach their full potential?

In this episode, we discuss what it means to enable team members to recognise their potential or unique talents and how to approach difficult conversations.

My guest is Nieves Canada, a leader in customer success and a passionate advocate for enabling others.

Nieves shares with us her journey from being a translator to becoming an executive in the tech industry, she also discusses her purpose of empowering others to recognise their unique talents and thrive in their personal and professional lives. Nieves also shares valuable information about leadership, active listening, and the significance of building trust within teams.

In this episode:

  • Nieves's journey from translation to customer success
  • The importance of enabling others
  • Strategies for enabling team members and fostering trust
  • Building trust in leadership
  • Nieves's children's book

It is stories that move us, and inspire us to do things. So, tune in for this one as I’m sure it will give you that extra boost of motivation much needed this time of year.

Follow Nieves!

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/
  • LinkedIn - https://www.linkedin.com/in/mspilley/
  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

  • Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
  • The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

View Details

What's it like to move from sales to customer success? My guest Sara shares her career journey, how she moved from sales to CS, and how she's building strong customer relationships.

Sara Arecco is the head of customer success and experience at Antavo, and a mentor at Women in Customer Success. Sara shares her experiences of moving from sales to customer success, the challenges of transitioning from a peer to a leader, and the importance of collaboration across departments.

We also talk about her approach to building strong relationships with customers and how she fosters a supportive team environment, how she deals with leading a diverse team and imposter syndrome.

In this episode:

  • Sara's career journey
  • Transitioning from sales to customer success
  • Building a customer success team
  • Building relationships with customers
  • Leadership strategies and team dynamics
  • Collaboration across departments for success
  • The importance of customer feedback

Tune in to hear more about Sara's journey and how she approaches the challenges of customer success in a tech company. You’ll also hear about Sara's personal motivations, including maintaining work-life balance with the help of her beloved dog. Lots to take in and be inspired!

Follow Sara!

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/
  • LinkedIn - https://www.linkedin.com/in/mspilley/
  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

  • Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
  • The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

View Details

Ever feel like you’re not good enough, even when you know you’ve earned your spot?

My guest, Ashley Stamps-Lafont, opens up about her experiences with imposter syndrome, especially as a woman in tech leadership. Ashley is a customer success executive and full-time mom. Over her 15-year career, she has led over 100 post-sales professionals in both VC and PE-backed SaaS companies.

Ashley and I talk about the emotions around the election results and how they resonate with many of us, especially women in the workplace. Ashley also opens up about her personal experiences with imposter syndrome and shares advice on overcoming self-doubt, and she introduces her fractional firm, SuccessRx, which is helping businesses and people with their customer success challenges.

In this episode, we talk about:

  • Post-election day reflections
  • Empathy in leadership
  • Creating open forums for discussion
  • The importance of empathy in the workplace
  • Mentorship and support for women
  • Future-proofing careers in customer success
  • Mindset and behaviours for success
  • Overcoming imposter syndrome
  • Advice on marketing yourself

Tune in and don't miss this conversation filled with useful information and inspiration for women in tech and customer success!

Follow Ashley!

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/
  • LinkedIn - https://www.linkedin.com/in/mspilley/
  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

  • Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
  • The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

View Details

Pragya Dubey, Vice President of Global Services at Agility PR Solutions is my guest in this episode of the Women in Customer Success podcast.

She talks about her career in public relations and customer success. With nearly two decades of experience, she shares insights on how the PR landscape has evolved, especially in the age of social media and the challenges that come with it.

She is a leader in customer success, focused on building strong partnerships that help both the business and the clients succeed. She makes sure that people, processes, and business goals all work together smoothly. By building great relationships with clients, leading a motivated team, and focusing on long-term growth, she’s built a track record of success. Her approach ensures that both the company and its clients see real and lasting benefits.

In this episode, we also talk about:

  • Evolution of public relations (PR)
  • Challenges in modern PR
  • Advice for PR professionals
  • The role of a VP in Global Services
  • Building relationships with clients
  • Principles of customer success
  • How to do PR for yourself

Hit play and learn from Pragya’s experience. Whether you're in PR, customer success, or just looking for inspiration, this episode has something for you. Don’t miss it!

Follow Pragya!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/
  • LinkedIn - https://www.linkedin.com/in/mspilley/
  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

  • Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
  • The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

View Details

Are you saying 'yes' to opportunities that come your way?

I had the pleasure of speaking with Angeline Gavino, the VP of Customer Success at Katalon and a passionate advocate for women in customer success. We talked about Angeline's journey from the Philippines to Vietnam, where she has built a career in customer success. Angeline shared the importance of owning one's growth and seizing opportunities and advice for those starting their careers.

We also talked about Angeline's recent adventure into podcasting with her show, CS RevSpeak. She told us about what motivated her to start the podcast which aims to provide resources and support for customer success leaders.

Angeline is a Customer Success Leader with over 17 years of experience in the B2B SaaS industry. She has successfully built and scaled customer success organisations across four startups from pre-seed to growth stages. She is the Founder & CEO of CSRevSpeak, where she coaches CS leaders who carry a revenue quota and helps them establish effective CS operating models for revenue growth and upskill their teams to do expansion sales. She is also currently the Vice President of Customer Success at Katalon.

In this episode:

  • The move from the Philippines to Vietnam
  • Angeline’s customer success career path
  • Advice: What experience teaches us
  • The importance of seizing opportunities
  • Launching the CS RevSpeak Podcast
  • Overcoming doubts in podcasting
  • Building a community

Listen to the full episode to hear more about Angeline’s journey and her tips for career success. You'll gain valuable insights into building a rewarding career in customer success by understanding the importance of mentorship, community involvement, and leveraging past experiences. Our discussion reflects on how various roles, from support to operations, all play a part in shaping a fulfilling journey in customer success.

Follow Angeline!

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/
  • LinkedIn - https://www.linkedin.com/in/mspilley/
  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

  • Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
  • The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

View Details

What does it take to create great customer experiences globally?

Tune in and hear about the latest innovative strategies that combine AI, automation, and community management from Nádia Vieira, Manager of Global Digital Customer Success at LinkedIn Sales Solutions.

We talk about her journey from aspiring journalist to a key player in customer success, the importance of creating personalised experiences for customers, and the potential of AI in improving customer experiences.

Nádia shared insights into how her team is using AI to provide personalised recommendations and improve customer engagement, making the digital journey more effective.

In this episode, you'll learn about:

  • Nádia's transition from journalism to customer success and her path to LinkedIn
  • The role of community management in customer success
  • Scaling customer success through digital strategies and automated journeys
  • The impact of AI on personalising customer experiences

Tune in and learn how to use AI to create meaningful customer experiences.

Follow Nádia!

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/
  • LinkedIn - https://www.linkedin.com/in/mspilley/
  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

  • Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
  • The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

View Details

How can empathy be a game-changer in leadership?

In this episode, I had the pleasure of talking to Irina Vatafu, the Head of Customer Success at Custify. In her career journey, from her early beginnings to leading high-performing teams, intuition has played a key role in making tough decisions along the way. We talk about how empathy can be a superpower in leadership, transforming the way you interact with both your team and your customers while still driving success.

Irina thrives in roles that require effective communication, problem-solving, and empathetic engagement. One of Irina's key strengths is her ability to create a collaborative and supportive workplace that consistently delivers exceptional experiences and fosters strong customer loyalty.

Here’s what you’ll learn:

  • Irina’s inspiring journey in customer success and what she's learned along the way
  • Listening to your gut feeling and intuition when making hard decisions
  • How to build strong relationships with your customers and team members
  • Irina’s idea on leading with empathy and why it’s important
  • What it's like to be the Head of CS

Hit play and discover how to lead with empathy, build trust, and guide your team to success. Growth happens when you take the time to understand those around you and lead with both your head and your heart.

Follow Irina!

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/
  • LinkedIn - https://www.linkedin.com/in/mspilley/
  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

  • Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
  • The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

View Details

Curious about what it takes to transition from the world of academia to an entirely new career in customer success? In this episode, Charlotte takes us on an incredible journey from the halls of Oxford University, where she earned her PhD, to the world of customer success - leading teams in the heart of New York City.

Charlotte Jupp is the VP of Customer Success. She empowers and advises cybersecurity teams and C-suite stakeholders on how to strengthen their control and risk analysis across cybersecurity domains, allowing for security posture determination, prioritisation, and measurable improvement, driving product value, adoption, and usage. Charlotte leads teams to achieve exceptional ARR growth and customer retention with a hands-on attitude.

Here’s what you'll learn:

  • Transitioning from academia to customer success
  • Building customer success teams from the ground up
  • Finding comfort in something completely new
  • One key lesson that her current role taught her
  • Facing challenges as a woman in a male-dominated industry
  • Responding to gender stereotypes in cybersecurity

Hit play and learn how to break barriers, build confidence, and build your own path to success. Growth doesn’t happen by staying where it’s safe. It happens when you take those bold steps into the unknown and trust yourself to figure it out along the way. Charlotte’s journey is proof that with determination, curiosity, and a willingness to adapt, you can succeed in places you never imagined. Don’t be afraid to challenge yourself, take risks, and create your own unique path.

Follow Charlotte!

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co/podcast
  • LinkedIn - linkedin.com/company/womenincs
  • Instagram: https://www.instagram.com/womenincs.co/

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/
  • LinkedIn - https://www.linkedin.com/in/mspilley/
  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

NEW - Women in Customer Success Courses:

  • Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
  • The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

View Details

Want to know the secrets to climbing the corporate ladder without ever leaving your company? In this episode, we’re talking about the essential skills and strategies you need to master to move up the ladder and secure leadership positions - all while staying with the same company.

My guest, Rebecca Wallace, is the Senior Director of Customer Success & Support at Workiva. She shares her incredible career journey, providing valuable advice on how to grow and succeed within the same organisation. We explore what it takes to build a strong career path and how to smoothly transition into leadership roles.

But that's not all, you'll also learn about:

  • Building relationships with managers
  • Crucial considerations for moving up in your career
  • Rebecca’s secrets for moving up in your career
  • People leadership skills

Whether you’re aiming for a management position or eyeing a top leadership role, this episode will enable you to start working on it with confidence. Learn how to handle your career transition, build lasting relationships that support your growth, and make every move count. If this sounds like a good plan, then play this episode to be able to reach the peaks of that career path curve.

Follow Rebecca!

This episode was brought to you by Deployflow.

Enjoyed this episode? Subscribe to the Women in Customer Success podcast for more inspiring stories and tips to help you advance your career in customer success.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

My guest in this episode, Parul Bhandari, shares her incredible journey from starting a career in customer success to becoming the CEO of her own business. She talks about what it is like to be your own boss and the CEO of your own business, the motivation behind her community "South Asian Success", and diversity of background, age, etc.

Parul is a Customer Success startup advisor and consultant based in Chicago. She draws from her collective background to design CS organisations that can be scaled successfully, to drive CS as a profit centre, and to drive value exchange and retention. Parul founded two organisations, CustomerXSuccess, where she provides advisory services to SaaS startups and coaching to CSMs, and the community South Asian Success, a global, professional community focused on the South Asian experience.

We talk about:

  • Being a mom and a CEO
  • Mentorship - professional and personal guidance
  • Embracing gender, race, age and diverse backgrounds
  • Hiring diverse talent
  • The current job market

Listen now and learn how we can all contribute to creating a more inclusive world by supporting diverse voices and perspectives.

Follow Parul!

This episode was brought to you by Vitally.

Loved this episode? Make sure to subscribe to the Women in Customer Success podcast for more powerful stories and advice to help you succeed in the field of customer success.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Are you ready to transform your career and achieve your career goals?

With my incredible guest, Heelee Kriesler, who is a customer success leader, we discuss some crucial career lessons that will not only guide you on your journey but also fill you with the confidence to stride forward. Heelee shares the essential skill sets she’s developed throughout her career, including how to master public speaking and how to position yourself for your next role.

In this episode, we talk about:

  • How to take the next steps in your career
  • Developing public speaking skills
  • Positioning yourself for your next role
  • How to take control of your career path

Tune in to learn the strategies to take control of your career and confidently position yourself for your future role. Don’t miss out on this chance to improve your career and get inspired by a leader who’s been there and done that.

Follow Heelee!

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Are you part of customer success communities?

Are you curious about the power of communities in career growth?

In this episode of the Women in Customer Success podcast, I talk to Cinthia Silva, a FinTech business strategist and a top 25 customer success influencer. We go into the importance of being actively engaged in customer success communities, the benefits of having your own community, finding your tribe, and growing your career within communities.

She speaks from her own experiences in various communities, including CX Exchange, CS Middle East, Latinos in Success, RevGenius, Women in Revenue, and Women in Customer Success.

What you’ll find out in this episode:

  • How to use communities effectively, whether as a participant or a community leader.
  • The importance of playing the long game in personal and professional relationships
  • How communities can provide support, learning, and growth opportunities
  • How to build a personal brand through community engagement
  • Practical tips for balancing involvement in multiple communities
  • Advice for starting or joining a community and avoiding common pitfalls

This interview gives you the opportunity to learn how to play the long game in your career and build meaningful connections within communities from remarkable women in customer success. So, make sure you find the time to take a listen.

Follow Cinthia!

This episode was brought to you by Vitally.

If you enjoyed the episode, don't forget to subscribe to the Women in Customer Success podcast for more inspiring stories and practical tools to help you succeed in the field of customer success.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

How can playbacks help you perform better at work? Fallon and I talk about this underrated communication tactic that can improve your customer success skills and significantly boost your career. Because truly understanding what your customers are saying can help you stand out in your professional journey.

Fallon Relay is the Global Director of Customer Success at Burt Intelligence. With over a decade of experience in customer success within both SaaS and startup environments, she has seen companies go from 0-100. And she has also seen some of the growing pains that come along with that journey. Throughout her career, she's always been drawn to the importance of building genuine relationships with customers.

In this episode, you’ll learn about:

  • How to have conversations with customers
  • Where to start with playbacks
  • How playbacks help you
  • The importance of active listening
  • How to understand your customers better

Take some time to listen to this episode and learn how playbacks can help your career grow and improve your customer interactions.

Follow Fallon!

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Do you need to build a successful customer success function from scratch, but you feel overwhelmed and unsure where to start? In this episode of the WICS podcast, I asked Sara Masson to join me so that we can go into that specifically.

Sara is a VP of Customer Success and an innovative customer success professional who’s passionate about customer focus, creative campaigns, and organised project planning.

She shares her CS journey, her framework, where to start from, and what the building blocks of a customer success function are.

What you'll learn from this episode:

  • How to build a successful customer success function
  • Common mistakes made by CSMs
  • How to deliver value to your customers
  • What works well

Listen now and build a thriving customer success function. By mastering the customer journey and building a strong customer success function, will result in long-term satisfaction and loyalty. Remember, every step you take to improve customer success impacts the growth and success of your business.

Follow Sara!
Sign up for Sara's course HERE.

This episode is brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Are you ready to transform your career and achieve the promotion you've been dreaming of? In this episode of the Women in Customer Success podcast, we talk about the tried and tested ways to take the next steps in your customer success career. My guest Eloise answers the key question: How to progress in your career? and reveals strategies that always work to move you forward.

Eloise Salisbury is the Chief Customer Officer at AutogenAI - the UK’s leading generative AI company. She is also the Founder of WISe (Women In SaaS), a UK-based women’s network aimed at inspiring women to excel in their careers through networking opportunities, events, and quarterly mentorship programs.

What you'll learn from this episode:

  • How to advocate for yourself
  • Ways to negotiate a new role
  • The key to getting promoted
  • How to take your career to the next level

Listen and apply these tried and tested methods to ensure/negotiate your career advancement in SaaS.

Follow Eloise!

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

What does it take to build a successful customer success program, lead with confidence, stay in good mental and physical health, and achieve success? That's what you'll learn from my guest in this episode, Erin Stavi.

Erin is the founder of Lakeshore Success Strategies. She is a customer success executive who helps startups build successful customer success programs from inception to scale. Companies she's worked with have raised over $200M in capital, been acquired, and gone from $0 to $11M in just over a year.

We talk about:

  • Leadership
  • Erin’s successes and achievements
  • Her recipe for success
  • How to build customer success programs and strategies
  • Physical and mental well-being

Make sure to watch this episode because Erin's advice and proven strategies are sure to inspire and motivate you to take on your own challenges with renewed energy and perspective.

Follow Erin!

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Are you getting stuck while doing a customer journey mapping? Join Jennifer and me as we explore the mistakes to avoid and get advice on creating an effective customer journey map. We also talk about where to start and how to get internal alignment for journey mapping.

Jennifer Peters is a Customer Success Leader specialising in Seeds and Series A startups. With more than a decade of experience in the customer success field, Jennifer enjoys the start-up and scale-up environments where the groundwork and the foundation of customer success have the highest impact on growth.

She specialises in building customer journeys that maximise impact on revenue and customer engagement, leading to high growth that originates from high retention combined with new business acquisitions.

In today’s episode, you'll learn about:

✅ Mapping out Customer Journeys

✅ How to Conduct Journey Mapping Workshops

✅ Mistakes to Avoid in Journey Mapping

✅ What's After Customer Journey Mapping?

Watch now and don't miss out on this video because it's filled with valuable tips to help you with customer journey mapping, resulting in higher revenues and happier customers.

Follow Jennifer!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Are you looking to drive revenue as a customer success team? With Emma, we talk about exactly that along with setting effective team quotas and compensation plans. We also go into Emma's customer success journey. In addition, you’ll hear about her customer success team, how it has been achieving the quotas and what works well for her customer success managers.

Emma is Vice President of Customer Success at RELEX, building and scaling high-performing CS teams in a hypergrowth business environment.

She’s passionate about building and scaling a world-class CS team that breaks boundaries and drives outstanding customer value and revenue growth.

What you'll learn from this episode:

  • Strategies for driving revenue as a CS team
  • What it means to be entrepreneurial as a CSM
  • How to set team quotas and compensation plans
  • Building business acumen as a Strategic Customer Success Manager

Although what first comes to mind about Customer Success is customer retention, advocacy and enablement, it’s worth highlighting that revenue growth is also among those main goals - hand in hand with efficiency improvement. So, make sure you put this episode of the Women in Customer Success podcast on your playlist and make use of the things we cover in it.

Follow Emma!

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

How do you live a big life and achieve your full potential, both personally and professionally? That's exactly what we talk about with Melissa Bickford.

Did you know that your habits and values drive personal development and that being proactive can help you achieve your goals? Melissa shares tips on how to live a full and authentic life by exploring your passions and interests, whether it's through a new hobby or focusing on health and wellness.

Melissa Bickford is an executive in the software industry, based in Notting Hill. Having carved out a global banking and tech career across Australia, the USA, and the UK over the past 15 years; Mel has developed a deep passion for helping others achieve their fullest potential both professionally and personally. She is excited to enter the wonderful world of podcasting to share her life experiences in the hope they’ll help others by building a safe and supportive community.

In today’s episode, you’ll hear about:

  • How to push through discomfort
  • Why you need to start something new
  • How to enjoy what you’re doing for work

Listen now and feel the inspiration to improve your life. Here’s to a more empowered and motivated you!

Follow Melissa!

This episode was brought to you by Gainsight.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Is your CS team transitioning into commercial roles? Then this video is for you!

Join us as Therese shares helpful tips on how to transition CSM teams into commercial roles. Learn how to help with mindset shifts in behaviours, team training and development, and master the art of leading a team.

Throughout her professional career, Therese has been the face of various industries, from hospitality to sales to customer service. Whether it's greeting guests with a warm smile, closing deals with finesse, or resolving issues with empathy, she thrives in customer-facing roles, finding joy in every interaction.

For the past five years, Therese has been immersed in the realm of CS, cherishing every opportunity to foster meaningful relationships and drive revenue through the seamless integration of sales and CS.

What this episode has in store for you:

  • Career development tips
  • Advice for leaders
  • Personal development and professional growth tips

Therese also offers advice on achieving a work-life balance while being a mother. Dive into this episode for tips for transitioning teams and developing your career.

Follow Therese!

This episode was brought to you by Gainsight.

Exciting news👏

My new course The Revenue CSM is launching soon, so if you'd like to be the first to know about when it's available, here's the link to join the waitlist.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Latin America. Leading teams dedicated to serving these regions has further strengthened her ability to navigate their unique nuances.

Beyond her professional pursuits, she embraces the multifaceted roles of a dedicated mother and an ardent ballet enthusiast—albeit a humble one.

You’ll also hear about:

  • How can you help customers achieve their goals?
  • What to include in the customer success plan?
  • What is the right thing to do as a CSM?

Tune in and learn what it truly takes to deliver value to every customer, create an effective customer success plan, and help your clients achieve their goals. Don’t miss out - transform your approach and lead with confidence.

Follow Natalia!

This episode was brought to you by Vitally.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Are you looking for ways to boost your career growth and master the art of building a personal brand?

Natasha Evans, Head of Customer at Hook is who I welcome in this episode of the Women In Customer Success podcast.

Natasha has spent the last 10 years in Customer Success, first as a Customer Success Manager and then leading teams and whole CS organisations. Natasha loves both the building of processes and frameworks in CS as well as building diverse teams and cultures. Natasha is a big advocate for working parents, female leaders, and Customer Success as a function in SaaS.

We discuss the importance of being authentic to yourself as you face the challenges on your customer success journey. When you build your personal brand, it’s not just about gaining visibility, it’s about showcasing your unique skills and achievements. Strategic self-promotion is crucial for both professional and personal growth.

We also go into:

  • Why stepping up and taking ownership is important
  • Strategies to elevate your personal brand
  • How to build your personal brand and get promoted

Other people’s experiences can be invaluable lessons for improvement. So, tune in, learn how to build your personal brand and make your mark in the industry you’re in.

Follow Natasha!

This episode was brought to you by Deployflow.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In this exciting episode of the Women In Customer Success podcast, I am joined by Giorgia Pedenzini, a Customer Success Manager at Gainsight and a pro at building strong customer relationships.

In our conversation, Giorgia gives strategic CSM tips, from deepening your understanding of customer needs to improving customer interaction skills. She shares her journey to becoming a customer success manager and her experience building a career in customer success.

We talk about building customer loyalty, and Giorgia gives helpful advice for CSM professionals. She explains the importance of really getting to know and forming deeper relationships with customers. Giorgia also talks about the importance of entrepreneurial skills for CSMs, showing how these can help innovate and push your career forward.

What this episode has in store for you:

  • CSM career tips
  • CSM strategic thinking skills
  • Celebrating customers’ success
  • How to get to know your customers better

This episode is sponsored by Gainsight, a customer success and product experience software.

Follow Giorgia!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In this episode of the Women In Customer Success podcast, my guest is Ursula Llabres, the Global Director of Customer Growth and Commercial Sales at Reality Labs, Meta.

Ursula was one of the founding leaders of customer success practice (being one of the first 10 in CS at salesforce.com back in 2005) and has since transformed and led high-performing global teams at some of the top tech companies like Oracle, Salesforce, Box, Microsoft, InsideSales and now Meta to name a few.

We talk about how to reach an executive position and the important senior management skills needed for an executive-level position. Whether you're just starting out as a Customer Success Manager or you’re an experienced manager, Ursula shares helpful information that will help you get ahead.

Ursula gives tips on communicating with authority, articulating thoughts and ideas clearly and effectively, and how to be confident as a manager.

She also advises how to dress like an executive and the right executive style to help you look and feel professional.

In today’s episode, you’ll learn:

  • How to lead as an executive
  • Confidence tips for managers
  • Senior managerial skills
  • How to be articulate and well-spoken
  • How to communicate with authority
  • How should an executive dress
  • Inclusion and diversity
  • Strong body language
  • How to get into an executive position
  • Skills to thrive as an executive

If you're on your own leadership journey, feel free to share your experiences in the comments below. Let’s grow together!

This episode is brought to you by Vitally.io. Visit vitally.io/women today to schedule your demo and get your Airpods.

Follow Ursula!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In this episode, my special guests are Emilia D'Anzica and Sabina Pons, both mothers in Customer Success. Emilia is the founder of Growth Molecules, and Sabina is its Managing Director. They co-authored a book called 'Pressing ON as a Mom in Tech' - a guidebook for mothers who want to thrive in tech.

In this video, you’ll hear about:

  • Sabina’s journey as a young mom in corporate America
  • Emilia’s experience about what it looks like to be a mother in tech
  • Maternity leave for women in tech
  • Pregnancy discrimination at work
  • Strategies for thriving as a mom in tech

This genuine talk, filled with useful advice and real-life stories, will make you feel seen. Tune in now for a dose of inspiration!

If you are a mom in tech, feel free to share your experience in the comments below.

Follow Emilia D’Anzica and Sabina Pons!

This episode is brought to you by Vitally.io. Visit vitally.io/women today to schedule your demo and get your Airpods.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

None

View Details

In this episode, Marley Wagner, a digital customer success consultant with a wealth of experience, takes you on a journey through the digital customer success landscape. Discover how to get started with digital customer success, achieve work-life balance, and how to be a good customer success professional.

In this episode, you’ll find the answers to these two questions:

  • What does a digital customer success consultant do?
  • What is digital customer success experience?

Plus, if you were wondering where to start when creating a digital CS practice, you’ll hear about the shortest way to get started in digital customer success, and how to identify and stand up for your personal needs in the workplace.

Don’t miss out - tune in to learn from Marley’s digital customer success experience and get some useful tips for succeeding in the digital world.

Follow Marley Wagner!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In today’s episode, we will be breaking into Customer Success and how to stand out when applying for a job in CS with Shannon Nishi. Shannon is the Director of Customer Success at Customer.io, and has been through a bunch of interviews on both sides of the chair herself.

So in this episode, she shares with us:

  • How to read your audience
  • Processes for business continuity
  • How to write a resume that speaks to the hiring manager
  • Resume red flags and how to avoid them
  • Mistakes to avoid in your job interview
  • How to best prepare for a job interview
  • What to ask at the end of a job interview

Thinking about giving customer success a try? Join us for expert tips on writing standout resumes and acing job interviews.

Don’t miss out - polish your skills and get ready to seize opportunities! Because opportunities will come, but it’s a matter of how we react that will make all the difference.

Follow Shannon Nishi

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Vicky Kennedy, Founder of Echtus, a customer education service, shares her insights on why it is important to strategically design customer education. She takes us through her journey from academia to entrepreneurship, highlighting her experience in higher education and the transition to the tech industry. If you want to know more about incorporating targeted customer education into your Customer Success strategy, then this conversation is a must-listen.

In this episode, you’ll hear about:

  • What is customer education?
  • What is the purpose of customer education?
  • The value proposition of customer education for business
  • Mistakes to avoid when starting out with customer education
  • Challenges in customer education
  • Vicky’s entrepreneurial journey
  • Being entrepreneurial in your current role

Tune in and learn with us - from insights and entrepreneurship to everything you need to know about customer education.

Follow Vicky Kennedy

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Nicky Feeney, ClickUp's global success enablement manager, shares her journey from account management to crafting her unique role within the tech industry. She’s managed to get promoted to her new role in only three months.

In this episode, you’ll hear how it happened. We focus on the importance of fine-tuning interactions with supervisors and clients, emphasising the significance of celebrating victories alongside addressing challenges.

Here's what we cover in our interview:

  • Creating your role in customer success
  • Career lessons for CSMs
  • The importance of nurturing soft skills as a CSM
  • Creating a vision and executing goals
  • The 4 pillars of customer success enablement

Tune in for an inspiring conversation - one that will motivate you to craft the best customer success story.

Follow Nicky Feeney!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

My guest in this episode is Julie Fox - one of the Top 100 Customer Success Strategists, and one of the 25 Creative Leaders. She is a people leader who deeply cares about her team; and cares about them as humans, taking care of their wellbeing at work. Her current role is Sr Manager of Customer Success at FloQast.

Julie's story is far from ordinary, with roots in special education and strides in commercial real estate. However, with a special interest in coaching and a growth mindset, she managed to transition to a completely different career i.e. what she does now.

She says that being a leader is endlessly fulfilling, as you are in a position to help others unlock their full potential. And it's a privilege to be part of people's stories.

Here's what we covered in our interview:

  • Creating opportunities for yourself and changing careers
  • How to motivate your team as a team leader
  • The benefits of a feedback-driven approach
  • Lessons learnt from our careers
  • Developing teams by fostering human connection

I am sure you will enjoy this episode and our conversation.

Follow Julie Fox!

Recommended book: Radical Candor by Kim Scott

Recommended tool: Gong

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In this episode, we join forces with Elizabeth Italiano, a Go-To-Market Expert and Founder of What Not To Do, to talk women in tech - challenges and solutions.

Elisabeth's plentiful experience in the industry makes this episode a real conversational treasure chest. So, be prepared to get tons of insights on:

· How to overcome the current challenges faced by women in tech

· Why women need to be more assertive (and how to do it)

· Negotiation skills women need to adopt

· The significance of having go-to people/mentors

· Predictions for trends in sales leadership

The episode is packed with actionable steps for women leaders - and everyone in between - to catalyse gender diversity in tech.

We round out the discussion with the need for self-advocacy with some great examples, emphasising that the common humility found in women needs to step back. Get ready to absorb the wisdom and become that advocate for change, setting a new standard for an inclusive and equitable tech environment.

Join us, and let's move the needle together.

Follow Elizabeth Italiano!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Unlock the secrets to thriving in customer success and the nuanced craft of cross-selling with the insightful Kristen Gray Psychas from Banzai. In our latest episode, Kristen, a trailblazer in the customer success landscape, offers a treasure trove of strategies that promise to elevate your career trajectory. Her transition from international relations to influencing the growth of a publicly-traded tech giant is nothing short of remarkable. But it's her candid sharing of how she navigates professional waters as a neurodivergent individual and new mother that truly enriches this conversation. This is more than just a lesson in business - it's a heartening glimpse into personal triumph and growth.

Prepare to be inspired as we discuss the pivotal role of understanding customer goals and the transformative power of effective communication for fostering long-term relationships. Kristen's expertise shines as she reveals how kickoff and QBR meetings can become a goldmine for identifying expansion opportunities within your current customer base. We delve into the synergy between customer success and sales strategies, highlighting how transparency with clients can lead to prosperous upsells and cross-sells. Moreover, Kristen's perspective on embracing neurodiversity offers a fresh lens on collaboration, showing us how diverse minds can propel innovation and strengthen team dynamics. Join us for an episode that's as enlightening as it is empowering, charting a path for professional excellence and inclusive teamwork.

Follow Kristen Gray Psychas!

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Join us as we celebrate the 100th episode of the Women in Customer Success Podcast with a special guest - Aurore de Saint-Exupéry, a passionate Customer Success Manager at ClickUp who took the road less travelled. Aurore transitioned from the high-end retail world into the tech industry, manifesting her belief that caring, loyalty, and teamwork are the secret ingredients for success in any industry.

Aurore's journey to ClickUp, her dream company, was filled with intense preparation, professional advice, and a few nerve-wracking interviews. The moment she discovered the job opening, she embarked on a challenging ride, connected with the right industry expert, continuously learning about the role and its challenges and presented a highly successful case study that got her a job. Learn about the steps she took to land the interview, prepare for this transition and nail the interview process.

The world of luxury retail and customer success might seem worlds apart, but Aurore talks about the principles for serving customers that are universal across roles and industries. She shares her strategies for succeeding as a new CSM, emphasizing the importance of product knowledge, undertaking extra projects and approaching her role as a customer coach, making sure they feel guided and supported.

We also touch on the joy of travelling, immersing oneself in new cultures, and living abroad. Join us for this episode and hear the inspiring journey Aurore took to embrace her dream career in Customer Success.

Did you know?

  • Aurore was born in Paris and has lived across France, the UK, Hong Kong, and Japan
  • She started her career in luxury retail (Chanel & Louis Vuitton)
  • Avid traveller
  • Transitioned from non-tech into SaaS Customer Success
  • Aurore was promoted to a Sr CSM within a year
  • Direct descendent of Antoine de Saint-Exupéry, the author of the book 'The Little Prince' - one of the best-selling books in history!

In this episode, you'll learn about:

  • Aurore's career entry in luxury retail and its lessons on customer experience
  • Process of applying for Customer Success role without previous tech experience
  • Interview preparation for non-tech and non-saas experience
  • Hiring Manager's perspective on hiring for a non-traditional background
  • Learning curve as a first-time Customer Success Manager
  • Standing out as a 'newbie', setting high standards and getting promotion-ready

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

Join us as we sit down with Margriet Paagman, who remarkably transitioned from a sales role in a global printing company to leading the EMEA customer success team at Contentstack.

Margrit shares her journey filled with challenges in adapting to a new industry, culture, and language, and how her team's support was instrumental in her success. She transitioned from hardware to the Saas industry where she started as an account director and climbed the corporate ladder to become the VP of Customer Success at Insided.

In this episode, you'll hear proven strategies and experiences of leading teams through significant changes like mergers and acquisitions, highlighting the importance of transparency and communication.

We talk about the qualities of an effective leader, emphasizing the importance of listening and helping team members maximize their strengths. We're also dispelling myths about career progression.

So, tune in and don't miss out on an opportunity to hear practical advice on career growth and leadership.

Follow Margriet!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

In this podcast episode, Amy Downs, the founder and CEO of Customer Obsessing Consulting, talks about her journey from being a software engineer to becoming a customer success leader and the lessons she learned along the way. The episode delves deep into the principles of humble leadership, the importance of creating a safe space within organizations, and the need for a customer-centric approach in business.

Drawing inspiration from the principles of servant leadership, Amy emphasizes the role of humility in leading teams that are supportive and customer-focused. Her insights, inspired by Daring Greatly by Brené Brown, hold critical lessons for leaders seeking to foster an environment where employees feel valued, not inferior.

Amy is sharing her unique consultative approach to customer success, from journey mapping, segmentation strategy, and digitization to team culture.

In this episode, you'll learn about:

  • Amy's career journey from software engineer to company CEO
  • Humility and servant leadership as a catalyst for career growth
  • Embracing intuition as women's superpower
  • Empowering organizations to be customer-centric

Follow Amy Downs and Customer Obsessing Consulting!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In this episode, we sit down with Jennifer Roderick, an executive customer success leader. Jennifer takes us on a journey through her unique career path, from starting out as a teacher to becoming the executive director of a nonprofit for suicide prevention. She shares how her experiences in crisis management and social work have shaped her leadership style, emphasizing open communication and prioritizing the personal and professional growth of her team members.

Join us as Jennifer provides valuable insights and inspiration for anyone looking to thrive in the customer success field. Tune in and get ready to be motivated and empowered.

In this episode, you'll learn about:

  • Jennifer's unique career background in social work and crisis management
  • Leadership Strategies for Developing People
  • Designing individual career and coaching plans

Here are the key takeaways from our conversation:

1️⃣ Embrace your diverse background: Don't underestimate the value of your unique experiences. Jennifer's background in social work and crisis management has provided her with invaluable negotiation and problem-solving skills that helped her in customer success career.

2️⃣ Prioritize open communication: As a leader, it's important to foster an environment of open communication. Your team members should feel heard and supported, both professionally and personally. Encourage their personal growth and ensure that their career aspirations are nurtured.

3️⃣ Continual growth and fulfilment: While it's great to have talented team members, it's equally important to support their ongoing growth and development. Help them explore new opportunities, challenge them to think outside their comfort zones, and ensure they feel fulfilled in their roles.

Episode chapters:

  • [00:03:10] Unexpected career path: teacher, counselling, suicide prevention leader to Customer Success
  • [00:04:00] Nonprofit and social work shaped Jeniffer's leadership skills
  • [00:10:38] Individualized coaching plan crucial for team success
  • [00:20:21] Importance of customer management and preparation for conversations
  • [00:21:46] Importance of value touch points with customers

Follow Jennifer Roderick

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

In this insightful conversation, meet Shruti Sharma, Customer Success Advisor and Consultant. Shruti shares her journey to customer success, starting from her background as a product manager to becoming a sales engineer and ultimately pursuing a career in customer success. She discusses her passion for working directly with customers and the joy of making a direct impact on their growth.

Whether you're a seasoned professional or just starting your career in customer success, this episode is packed with insights and practical advice on building your soft skills acumen - a crucial skill set anyone working with customers will ever need. So grab your favourite cup of coffee, get your trainers on and have a healthy walk with this conversation with Shruti Sharma on the Women in Customer Success Podcast.

Fun facts about Shruti:📍 Shruti is based in Newton, Massachusetts
✈️ Her last travel was to Europe 🇬🇧 🇫🇷 🇪🇸
💃🏻 Shruti also teaches Bollywood dancing! 🔥

In this episode, you'll learn about:💎 Shruti's career journey from product management into Customer Success and entrepreneurship
💎 Career lessons
💎 Soft skills are crucial for business relationships
💎 Strategies for developing soft skills
💎 Shruti's unique approach as an advisor and practitioner

Shruti's top soft skills every CSM should have:

🌟 Empathy
🌟 Communication
🌟 Time Management
🌟 Adaptability
🌟 Open-mindedness

Follow Shruti Sharma!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

Get ready to meet Nikki Clarke-Crossman, Global Head of Customer Success at Coherent. Nikki shares her experiences of leading teams in changing economic environments, as well as her interesting PhD research in Customer Success. In particular, she's exploring the ambidexterity between being customer-centric while also reaching the company's revenue goals and targets.

Main takeaways:

  • 1️⃣ Customer-focused vs Business growth-focused: If Customer success is all about being customer-focused, it's important to find the balance between driving company growth and facilitating customer needs.
  • 2️⃣ The challenge of customer centricity in a SaaS organization: Can we truly be customer-centric when we have targets and revenue goals to meet? This ambidexterity within the CS role and organization itself is something that Nikki is diving deep into with her ongoing PhD research.
  • 3️⃣ The Customer Success Skills for the Future: Customer success has evolved in recent years, emphasizing adoption, usage, operations, metrics, and digital success. In the future, technical proficiency and commercial acumen will be the essential skills for the job.

Episode chapters:

  • [00:05:41] Can we truly be customer-centric in CS?
  • [00:11:21] Customer success has evolved and now requires diverse skills, including business acumen and technical skills
  • [00:13:49] Will CS teams still be relevant in non-business critical environments?
  • [00:23:51] Master the product, embrace challenges, and maintain rhythm.

Follow the guest:

  • Follow Niki!
  • Check out the Customer Success Executive Circle!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

In this episode, we had the pleasure of speaking with Shanta Bodhan, a Director of Customer Experience at Talespin. She shares her insights on building resilience in times of change and adversity.

Main takeaways:

1️⃣ Embrace a growth and capability mindset: Shanta highlights the importance of developing a growth mindset and continuously building new skills. By embracing challenges and seeking opportunities to learn and grow, you can navigate uncertain times with confidence and adaptability. Remember, you are capable of more than you think!

2️⃣ Consistent networking matters: Networking should be a consistent part of your professional journey. Starting small, like joining industry Slack groups or attending virtual meetups, can be a great way to build connections and learn from peers. Just 30 minutes a week can make a significant impact on your career. Remember, relationships are key!

3️⃣ Seek mentorship for growth: Mentoring is a valuable personal and professional development resource. Whether it's addressing impostor syndrome or honing specific skills, having a mentor can provide guidance and support. Forming mentoring relationships can also lead to valuable connections within the customer success community. Don't be afraid to reach out and ask!

4️⃣ Developing Soft Skills: Effective communication, active listening, or articulation, are instrumental in customer success roles. By investing in soft skills training, one can enhance confidence and resilience in navigating challenging situations.

In this episode, you'll learn about:

  • Consistent vs constant networking
  • Knowing your worth despite of economic environment
  • Look for continuous learning & leadership opportunities
  • Be prepared, not paranoid

Follow Shanta!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In this episode, we're talking to the special guests, Dr Laura Elgeti and Dr. Katharina Prohl-Schwenke. They are Co-Founders of CustomerSuccess Academy, book authors and academic researchers.

We explore the importance of collaboration between account executives, account management, and customer success in creating and achieving value for customers. From understanding the significance of individual value to exploring the blurred lines between customer success management and key account management, this episode will provide valuable insights for anyone interested in building strong customer relationships.

Key research findings:

  1. CSM is crucial not just in SaaS, but for all companies seeking long-term customer relationships
  2. Customers value CSM efforts when they genuinely enhance their experience, leading to collective benefits like cost reduction and improved processes, as well as individual value for both customers and employees.
  3. Effective CSM practices result in easier work-life experiences for customers.
  4. Continuous monitoring through CSM activities positively influences purchase decisions, increasing customer retention rates for those receiving more focused efforts.

Join us as we dive into the fascinating realm of customer success management and uncover the strategies and frameworks that drive success in today's business landscape!

Check out:

  • Customer Success Academy https://customersuccess-academy.com/
  • CSM Wheel https://customersuccess-academy.com/#csm-wheel

Follow Laura & Katharina!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In today's episode, we have the incredible Ashna Patel joining us to share her insights on the power of journaling and the importance of reflection in our busy lives. Ashna takes us on a journey through her high-five journal, guiding us through her process of manifestation and goal setting. With her passion for continuous learning, she discusses the significance of finding time for self-care and how it can lead to a better balance in both our personal and professional lives.

𝗞𝗲𝘆 𝗧𝗮𝗸𝗲𝗮𝘄𝗮𝘆𝘀:

  1. Journaling for Manifestation: Ashna shares her high-five journaling process, where she writes about her thoughts, and feelings, and sets five personal goals. The journal prompts her to jot down small steps she'll take to achieve these goals. A powerful tool for manifestation and self-reflection!

  2. Learning and Continuous Improvement: Ashna's passion for learning shines through as she discusses her love for podcasts, books, and articles. She encourages listeners to embrace continuous learning and reflects on how new knowledge aligns with personal goals.

  3. Self-Care is Key: Balancing personal and professional life can be challenging, but Ashna reminds us of the importance of prioritizing self-care. Even 10 to 15 minutes of dedicated "me" time can make a significant difference. From journaling to avoiding morning distractions, she shares valuable tips for finding balance.

Episode Chapters:

[00:06:33] Importance of reflecting on observed knowledge

[00:14:09] Burnout and guilt from constant activities

[00:17:05] Self-care is necessary for balancing life

[00:19:52] Be kind to yourself, focus on what you control

[00:27:48] Start and end the day without digital

[00:31:56] Journaling as a powerful manifestation tool

Follow Ashna!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

In this episode, we welcome Delia Vishan - a pink-minded customer success coach and solopreneur.

Delia shares her inspiring journey and practical tools for success in the customer success field. Delia opens up about her passion for self-growth and personal development, which has played a significant role in her career in customer success.

Delia's love for teaching and writing shines through as she explains the joy she finds in helping others and sharing her experiences. She mentions the fulfilment she gets from seeing the impact her work has on both businesses and customers. With her innate ability to connect with people and create authentic relationships, Delia has truly found her professional home in customer success.

During the episode, Delia takes us through her career journey, starting from humble beginnings with part-time jobs to her current role in customer success. She emphasizes the importance of customer interaction and relationship building, which led her to naturally gravitate towards customer success.

One of the highlights of Delia's work is the impact she has on both the business she serves and the success of the customers. She shares the challenges of maintaining a balance between customer needs and business scalability, highlighting the joy she feels when customers are satisfied and see the value in the products and services provided.

Key Takeaways:

  1. Self-development is essential in customer success as it allows individuals to continuously grow and make a positive impact on others
  2. Balancing customer needs with business scalability is a challenge, but seeing customers happy and successful is incredibly rewarding
  3. Delia's journey proves that following your passions and staying true to yourself can lead to a fulfilling and impactful career

Follow Delia!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

**Follow:

Women in Customer Success**

  • Website - womenincs.co

  • LinkedIn - linkedin.com/company/womenincs

  • Instagram: https://www.instagram.com/womenincs.co/

  • Podcast page - womenincs.co/podcast

  • Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

  • Website - https://www.marijaskobepilley.com/

  • LinkedIn - https://www.linkedin.com/in/mspilley/

  • Coaching with Marija: http://marijaskobepilley.com/programs

  • Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

View Details

What are the strategies for building strong partnerships with sales teams and aligning on growth plans for accounts?

How to move away from the 'them versus us' mentality?

In this episode of Women in Customer Success, our host Marija is talking to Dannah Vaughan, Customer Success Executive Leader.

Key takeaways:

  1. Building Trust & Relationships - Trust is the foundation of every successful partnership. Getting to know your colleagues on a personal level, spending time together, and investing in in-person relationships can drive significant success
  2. Partnering with Sales - In Customer Success, partnering effectively with Sales is crucial. By using RACI metrics, honesty and taking ownership of relevant actions, CSMs can influence account managers and executives, leading to revenue generation.
  3. Mentoring for Success - Having mentors and being mentored is one of the keys to having a successful career in Customer Success. Mentors can provide a fresh perspective, and guidance and encourage personal growth. Dannah is also a mentor at the Women in Customer Success PowerUp.

Episode chapters:

  • [00:02:40] From a Lawyer to a Success Advocate
  • [00:09:13] Customer Success: Making an Impact
  • [00:11:57] Tips for Building Crucial Partnerships Between Sales and Success
  • [00:19:06] Understanding Motivations for Different Team Members
  • [00:22:50] Building Relationships is as Important as Growing Revenue
  • [00:31:17] How to Reflect and Improve for Personal Growth

Follow Dannah Vaughan!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Podcast host: Marija Skobe-Pilley

Follow:

  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast
  • Join the FREE Women in Customer Success Network!

Buy Marija a Cup of Coffee
If you like this podcast, support the creation of new episodes with a cup of coffee! https://www.buymeacoffee.com/WomeninCS

View Details

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.

In this episode, we talk to De'Edra Williams, Senior Executive Leader in Customer Success.

De'Edra brings her high energy and expertise to discuss the changing landscape of the tech space, specifically focusing on Customer Success.

While women make up a significant portion of customer success roles, they are still underrepresented in executive leadership positions. De'Edra shares her insights on how women in customer success can navigate this landscape and make a significant impact.

Key Takeaways:

  1. Lead with revenue and data: When presenting to the C Suite, focus on revenue growth and data-driven insights to showcase the impact of Customer Success on the bottom line.
  2. Emphasize the power of data analysis: Identifying and distilling the right data is crucial for a strong customer relationship. Make data analysts your best friends to help you analyse relevant data and remove the noise that detracts from your goals.
  3. Own your role in revenue generation: As a customer success professional, it's not just about driving adoption or increasing customer satisfaction – it's about driving revenue. Always look out for opportunities within customer success to contribute to revenue growth

Episode chapters:

  • [00:07:03] From a Consultant to a Customer Success Executive
  • [00:09:57] How to Focus on Revenue and Data for Success
  • [00:13:31] Why are Women Uncomfortable with Sales but Want Revenue Growth
  • [00:19:35] Customer Success Drives Revenue through Various Channels
  • [00:22:25] Importance of Hiring a Data Analyst
  • [00:27:58] Implement Monday Metrics, and Fabulous Fridays for Tracking Achievements
  • [00:31:37] Fashion for Executive Presence

Follow De'Edra Williams!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network!

View Details

Join us for an engaging chat with Jenni Conner, director of Customer Success for EMEA and APAC at User Testing, as she shares her unique journey from New Mexico to Edinburgh, Scotland, and how she ended up in customer success. Listen in as Jenni reflects on her past experiences, from playing soccer in college to interning at Sandia National Labs and how these have influenced her career path. Hear her talk about her non-linear path to success and how a chance encounter at a coffee shop launched her into the world of tech startups.

The second part of our conversation focuses on Jenni's insights about the role of relationships and personal branding in success. Hear her discuss how building strong relationships, going beyond the tasks at hand, and being open to new opportunities have shaped her career. Jenni underscores the importance of having a strong internal brand and how you show up every day can significantly influence your future career trajectory.

In the final part of our discussion, Jenni explores how to develop leadership skills through learning. She highlights the value of listening to podcasts and engaging in conversations with top leaders. Jenni also shares advice on how to navigate situations where you may not have all the answers but must display confidence, such as asking for others' perspectives. Plus, she talks about the critical skills of a customer success manager that can be applied in leadership, including communication, executive presence, change management, and data analysis. Tune in to get some invaluable insights and advice from Jenni on succeeding in customer success.

Did You Know:

  • Jenni was a soccer player in college
  • Last year, Jenni relocated from New Mexico, Texas 🇺🇸 to Edinburgh, Scotland 🏴󠁧󠁢󠁳󠁣󠁴󠁿
  • She's a cofounder of Lead in Public Newsletter

Episode chapters:

  • (0:00:09) - Jenni's Career Journey
  • (0:10:35) - Relationships and Personal Branding for Success
  • (0:19:46) - Developing Leadership Skills Through Learning
  • (0:24:49) - Leadership and Effective Communication Skills

Follow Jenni Conner!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️**

View Details

Are you ready to unlock the secrets of effective leadership within customer success? Prepare for a transformative conversation with Rachel Provan, an accomplished customer success leadership coach, who brings her unique experiences from the performing arts to the table. We delve into Rachel's journey navigating leadership roles and the common pitfalls of new or struggling leaders - fear and micromanagement. Rachel generously offers invaluable advice on recognizing these signs and helping others discover solutions within themselves.

We also confront the elephant in the room that plagues many CS leaders - perfectionism. Rachel and I dissect this challenge, discussing the anxiety of criticism, fear of failure, and the illusion of needing to know everything. We share how the pressures of perceived perfection can lead to disastrous mistakes and talk candidly about the toxicity that can pervade workplaces. Rachel's experiences with such environments provide a powerful narrative of how she evolved, becoming more discerning in her career choices.

Our conversation broadens as we analyze the shifts from reactive to proactive customer success strategies. Rachel presents her four-phase framework that emphasizes the crucial role of data, team leadership, and overcoming imposter syndrome. We further delve into the psychological intricacies of leadership, discussing the importance of self-belief and understanding one's truth. We also highlight the significance of continuous learning and taking action rather than just consuming information. Be ready to be inspired as we wrap up discussing the benefits of integrating psychology mindset and strategy in customer success leadership. There's a lot to uncover, so let's get started!

Episode chapters:

  • (0:00:00) - Leadership in Customer Success Growth and Development
  • (0:13:28) - Perfectionism and Fear Among CS Leaders
  • (0:22:44) - Reactive to Proactive Customer Success
  • (0:36:32) - Leadership Development and Action
  • (0:42:21) - Teaching Psychology Mindset and Strategy

Follow Rachel Provan and Provan Success!

This episode is brought to you by Vitally.io.

Visit vitally.io/women today to schedule your demo and get your Airpods.

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

There's something incredibly inspiring about a person who dares to take a leap of faith in their career and land in an industry entirely different from what they initially intended - meet Star Hofer. A small-town girl from Newfoundland, Canada, who dreamt of being a nurse, she's now a tech leader, serving as the Chief Customer Officer and Chief Operating Officer at A.K.A. New Media.

Star's journey was far from easy. Trading nursing for a tech school in Toronto, she found herself in a class of 3000 students, with only three other women present. But rather than being deterred, Star used this as a fuel to excel. She not only thrived in her studies but also managed to secure a job even before graduation.

In our candid conversation, Star shares her life-changing decision, how she navigated the tech industry with zero experience, and the unique ways she learned to study that led to her success. This episode is an absolute must-listen for anyone who believes in the power of determination and the beauty of an unconventional path. Tune in to be inspired.

Did You Know:

  • Star grew up in a small town of 800 people in Newfoundland, Canada
  • As a teenager, she wanted to be a nurse
  • She joined a Tech school in Toronto (From 3000 students, she was one of four women!)
  • Star is an Ultra Runner!
  • Her first criteria for a role is a mission-driven company with the social impact

Episode chapters:

  • 0:09:04 - Learning Math With Hands
  • 0:14:02 - Career Change and Growth
  • 0:18:54 - Prioritizing People in Mission
  • 0:24:07 - Coaching for Work-Life Balance
  • 0:29:23 - The Benefits of Exercise for Work
  • 0:35:11 - Embrace What You Don't Know

Follow Star!

This episode is brought to you by Vitally.io.

Visit vitally.io/women today to schedule your demo and get your Airpods.

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

Join me in this episode as I'm talking to Angelika Marek, Digital Customer Success Manager at Bazaarvoice. We explore her journey from retail and marketing to digital customer success. Listen in as Angelica shares her experience in applying for a customer success role, and how she ended up taking on the challenge of becoming a Digital CSM. Discover the valuable skills she brings to her current role and the many hats she wears in the world of Digital Customer Success.

Together, Angelika and I examine the structure and practical steps for creating digital programs, discussing what digital customer success is and how it differs from traditional customer success. We also touch on the communication channels used in each model and the types of customers supported by each. We share some insights into research conducted by McKinsey regarding self-service expectations and whether digital success is still a niche or becoming mainstream.

Finally, we explore how customer success managers can save time and resources by implementing digital programs, such as new user training webinars and office hours. Learn from Angelica's recommendations on segmenting customers for office hours and leveraging technology and other teams to promote and run these programs. Tune in for valuable insights and advice on maximizing digital customer success programs and strategies for getting started in this exciting space.

Did You Know:

  • Angelika grew up in Poland 🇵🇱 and moved to the UK 🇬🇧 for Uni
  • She holds a Marketing degree
  • She's a very active member of the global Success Community

Episode chapters:

  • (0:00:09) - Angelika's Career Journey
  • (0:10:10) - Digital Customer Success Overview
  • (0:23:15) - Digital-Led Programs: Examples & Implementation
  • (0:31:41) - Evolution of Digital Success
  • (0:40:41) - Getting Started with Digital Customer Success Strategy

Follow Angelika!

This episode is brought to you by Startdeliver.

Sign up for the Impact Academy and Impact Day 2023!

  • www.impactdemy.com
  • www.startdeliver.com/impact-day-2023

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

This thought-provoking episode is a must-listen for anyone looking to gain inspiration and insight on navigating career transitions and embracing self-reflection.

I'm speaking with Bethany Ayers, a former COO of Peak and an advisor, coach, and mentor. Bethany recently stepped down from her corporate career without having defined her next steps, and she shared her journey of professional and personal growth with us. Listen in as Bethany talks about her experiences in tech and sales, her motivations for leaving Peak, and her process of self-reflection.

We also explored Bethany's thoughts on embracing mortality and pursuing authentic connections, as she shared the story of a LinkedIn post in which she reflected on her own mortality in light of her father's unexpected death. Bethany emphasized the importance of connecting with people on a soul level and peeling back the facades to get to who she really is.

Finally, we explored her ideas for creating a lifestyle-based vision and how to find a career that aligns with the life you want to lead. She shared her thoughts on integrating the various aspects of her life and her plans for a women's workshop.

Episode chapters:

  • 0:01:00 - Navigating Career Transitions
  • 0:04:37 - Career Exploration and Growth
  • 0:09:50 - Building Confidence for Career Success
  • 0:16:35 - Taking a Leap of Faith
  • 0:20:58 - A Story Behind a LinkedIn Post
  • 0:27:44 - Starting a Podcast
  • 0:33:31 - Authenticity for Online Presence

One of my favourite learnings from Bethany:

Envision what you would like your life to look like. Where do you live, who are you with? How do you spend your days? How do you make money? What are you remembered for? Build out a rich vision and then start to head in that direction. It doesn't mean that tomorrow you quit your job and move to Tuscany. You can still be reasonable about it but start to explore, start to talk to people, and share your vision with the world, and you'll be amazed at what starts to come back to you.

Follow Bethany!

Bethany's LinkedIn post mentioned the episode.

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

I'm thrilled to have Naomi Warden, Director of Customer Enablement at OpenGov, join me on the show as we explore her inspiring journey from growing up in rural Texas to her current position in the tech industry. Naomi's passion for impact and inclusivity shines through, and she shares how her career has been instrumental in creating more opportunities for everyone. From her humble beginnings in customer support to building award-winning customer education programs, you won't want to miss Naomi's story and her insights on creating a career full of impact and opportunity.

Listen in as Naomi discusses the fundamentals of customer enablement and her experience in building such programs for startups, including her work at ClickUp. We dive into the challenges and successes of launching ClickUp's University and the benefits of becoming a certified ClickUp Admin. Naomi also offers valuable advice on creating customer enablement at scale and the importance of thought leadership in the field.

Lastly, we explore Naomi's leadership approach to establishing an OKR structure and prioritizing tasks in a fast-paced environment, along with her productivity tips for organizing content and understanding roles and responsibilities. We also discuss the importance of one-on-ones and career conversations for building trust and employee retention. This episode is packed with insights and inspiration from Naomi's journey, and it's a must-listen for anyone interested in customer success and creating a positive impact in the tech industry.

In this episode, you'll learn about:

  • Naomi's journey into Tech, from Support to Customer Success and Education
  • Where to start when building a customer education program
  • Tips for being highly effective and organised in a high-paced environment
  • Building customer programs as revenue streams
  • The value of building OKRs with the team
  • Leadership tips for leading your 1:1s and career conversations

Episode chapters:

  • (0:00:09) - Naomi's Journey into Tech
  • (0:13:28) - Building Customer Enablement for Startups
  • (0:22:21) - OKR Structure and Productivity Tips
  • (0:32:08) - Tips for 1:1s and Post-Sale Leadership

Follow Naomi!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

Are you ready to elevate your customer success game?

Join us as we dive into an insightful conversation with Bhumika Arora, a customer success career coach and consultant from Toronto. Bhumika shares her journey into the world of customer success, touching on her globetrotting background and experiences working with businesses of all sizes. Learn valuable lessons from Bhumika's career path and discover how she made the shift into customer success management.

In this episode, Bhumika and I discuss the importance of personal branding in customer success, especially for introverts. She outlines the significance of connecting with people, not just through social media, but also through one-on-one conversations and building strong relationships within an organization.

We also explore the concept of taking ownership of your career as Bhumika shares valuable strategies for doing so as a Customer Success Manager. You'll hear the advice for a career conversation with your manager, mentors, or coaches and how they can help you achieve your goals. She also stresses the importance of vocalizing what you want in order to be top of mind for your leaders. We discuss the fact that Customer Success Managers come from all walks of life and highlight the need to have conversations about mapping out the career path and bringing your own solutions to the table.

Did you know?

  • Bhumika is a Globetrotter that now lives in Toronto
  • She brings her diverse experiences to her coaching business
  • Bhumika created a CSM role for herself at her first job, straight after her MBA

In this episode, you'll learn about:

  • Owning your career
  • Mapping out your career path
  • Networking for introverts
  • Asking for feedback
  • Developing your personal brand

Timestamps:
(0:00:09) - Bhumika's Journey into Customer Success
(0:11:35) - Building Personal Brand in Customer Success
(0:23:26) - Creating Your Own Career Opportunities

Don't miss this chance to learn from a true customer success guru and level up your career in this ever-growing, popular industry!

Find out more about Bhumika and her work:

  • Follow Bhumika
  • Check out her work and get in touch for career growth here!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

Welcome to this week's episode of the Women in Customer Success Podcast, where we dive into the inspiring journey of Karen Carroll, the Head of Customer Success EMEA at Gong.

Karen shares her journey of battling an eating disorder for almost a decade during her school and college years, and how therapy helped her ground herself in stressful situations, develop a thicker skin, and never give up in the ebbs and flows of life. She also discusses the importance of taking the power out of pain and learning from difficult situations to become a compassionate leader.

We learn about Karen's journey toward leadership, which began after working in retail and academia and making a bold move into branding. She also shares how she juggled motherhood and career aspirations and managed to navigate through the challenge with the support of her company.

Karen believes that being able to positively impact business owners and teams with transformational tools like Gong is crucial, and something she is passionate about, especially with the help of brilliant people and diverse teams.

Fun facts about Karen:

  • When she was younger she dabbled in writing poetry.
  • She is an introvert by nature, but an extrovert through her commercial training.
  • Her 12-year-old self would not be surprised that she is in the role she is in now, however, her 16-year-old self would be! Listen to find out why.

In this episode, you'll learn about:

  • (0:00:09) - Taking Power From Pain
  • (0:11:13) - Growth Mindset and Empathy
  • (0:22:18) - Career and Parenthood Balance
  • (0:32:45) - Building a Diverse and High-Performing Team
  • (0:37:34) - Building Success Strategies in EMEA

Karen also shares her experience working closely with Wendy Harris, one of her most inspiring female role models. Join me as we learn from Karen's insights and experiences in building a thriving customer success team in EMEA, and gain valuable lessons in leadership, personal growth, and overcoming adversity.

Listen to this week’s episode now to learn more about Karen Carroll's inspiring journey toward leadership and how to build a successful team from scratch in EMEA.

Follow Karen!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I'm talking to Carly Agar, the founder of Carly Agar Training Services, or, the career coach who helps people land customer success jobs.

Carly shares some surprising facts about herself, including how it took her a year and a half to start having a voice on LinkedIn and actually start showing up because she was scared before she started posting and putting her thoughts out. She also discusses what helped her find her voice and how she got over her fear of people judging or not agreeing with her.

Carly talks about how having a message or a mission means that you have thoughts that you want to put out into the world, usually because you want to help someone, and when you hold back and you don't share your message out of fear, you're actually doing a disservice to the audience who you feel you can help.

As we shift the conversation to Carly's career journey, it is interesting to hear many lessons and great things Carly has done, from creating a new role in a company to starting her own business.

We discuss steps and strategies for landing a Customer Success job in the current environment.

Did You Know:

  • Initially, it took more than a year for Carly actually to start posting online and put her thoughts out there
  • She created a Customer Enablement Manager role for herself in her former company
  • Carly is passionate about career development and she is now a proud owner of her own career coaching business!

In this episode, you'll learn about:

  • Ways to show up online
  • Being a content creator
  • Carly's career journey: From a CSM to a business owner
  • Seek mentors, not managers
  • How to stand out in your applications for Customer Success roles
  • Find your unique value
  • What hiring managers are really looking for

Timestamps:

  • 00:03:19 How to find your online voice and help others
  • 00:10:51 Seek mentors, not managers
  • 00:13:50 Explore career options.
  • 00:25:30 Networking is the #1 step to stand out in job applications
  • 00:30:08 How to ask questions in a job interview
  • 00:40:56 Carly's focus on career growth.

Follow Carly!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I had the pleasure of speaking with Anita Toth, Chief Churn Crusher, about her incredible journey through various careers and her passion for Customer Success. We discussed the importance of boredom for fostering creativity, the impact of poor customer experiences on businesses, and the significance of understanding customers' feelings and emotions in tackling churn. We also explored the value of conducting customer interviews and learning the language of business metrics to improve customer retention.

Anita also talks about the fear and responsibility associated with addressing negative feedback and the significance of standardised customer interview questions for continuous improvement. She advises listeners to stay curious about the world around them, never stop asking why, and find ways to make a positive impact on the health and well-being of others.

Anita also provides several resources and tips for personal and professional growth, such as learning new skills, investing in personal growth, and making a positive impact on the health and well-being of others. She also encourages listeners to unplug from devices for a day to foster creativity and deeper conversations with family and friends and to stay curious about the world around them.

Tune in to hear about Anita's diverse career path, her insights on creating positive customer experiences, and how she's helping companies reduce churn and improve customer success.

Fun facts about Anita:

  • She lives in Toronto, Canada (in her own words, a very cold place!)
  • Growing up she was very introverted, but now very extroverted, due to becoming self-confident
  • When she was 16 years old, computers didn't exist, and she had to take a special course to learn how to type on a keyboard because all she had known was a typewriter.
  • Hairspray from the 80s - the one thing she doesn't miss from her childhood!

In this episode, you'll learn about:

  • (0:00:09) - Exploring Creative Boredom
  • (0:10:24) - The Impact of Poor Customer Experiences
  • (0:23:00) - Understanding Customer Feelings to Prevent Churn
  • (0:34:10) - Churn With Customer Data
  • (0:41:33) - Learning From Customer Experiences

Follow Anita!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I'm talking to Julie Raeder, Customer Success Manager at Dooly and a former special education teacher who transitioned into Customer Success. We discuss the importance of knowing what you want, networking, storytelling, and overcoming barriers when transitioning from education to customer success. We also explore the significance of preparation and asking the right questions during customer calls, as well as the challenges of learning new terminology and adapting to remote work.

Julie shares her inspiring story of how she turned from a special education teacher and successfully transitioned into the customer success field. Julie emphasizes the importance of knowing what you want and being able to communicate that to others, as well as understanding the value of storytelling in interviews.

Julie discusses the challenges of transitioning from education to customer success, and how she leveraged LinkedIn, connected with industry professionals, and learned to translate her skills from teaching to customer success. The interview process is discussed in detail, providing examples of how Julie utilised her educational background to demonstrate her capabilities in a business setting.

Fun facts about Julie:

  • She's an athlete with a huge passion for basketball - she's also a basketball coach!
  • Julie specialised in teaching children with disabilities
  • Julie is a passionate writer!

Julie has always had a passion for writing and reading, and after starting her career in CS, she found some of her old notebooks, and re-read them and it reignited her love for the written word. She then began writing poetry and journalling in a more intentional way. She recommends the book "Extreme Ownership" by Jocko Willink for anyone interested in leadership and personal growth.

In this episode, you'll learn about:

  • Julie's career story
  • Understanding transferrable skills and creating your own narrative around them
  • Actionable steps for transitioning from Education into Customer Success

Follow Julie!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I'm talking to Mary Poppen, Chief Business and Chief Customer Officer at Involve.ai and author of the book "Goodbye, Churn. Hello, Growth!"

We discussed the qualities of successful leaders, the importance of listening and collaboration, and how to create allies in the boardroom. Mary shares invaluable advice for women in leadership roles and her insights on putting customers at the centre of a business.

Join me as I explore Mary's experience in the world of customer success and her strategies for fostering customer loyalty and reducing churn.

Fun facts about Mary:

  • Mary is an extrovert, who formerly aspired to work with killer whales when she was 16 years old, and enjoys the variety in her workout routine.
  • In her own words, she's a mom first, then a wife
  • Her interests include wellness coaching and wine tasting

Mary shares advice for those seeking career opportunities, emphasizing the importance of raising your hand and making your interests known. She also encourages women to apply for roles even if they don't have all the experience listed in the job description, citing research that shows men are more likely to apply for roles they think they can do, while women may hold back unless they already have proven experience.

In this episode, you'll learn about:

  • [00:02:49] Wellness and Wine Tasting
  • [00:06:27] Pioneering Customer Success
  • [00:08:31] Raising your hand for opportunities
  • [00:12:13] Leadership and skill development
  • [00:17:18] "Not my job" culture
  • [00:23:13] Sales to customer experience handoff
  • [00:27:55] Women in Leadership
  • [00:30:11] Creating Allies in the Workplace
  • [00:34:23] Building customer-centric companies

Mary also shares tips on finding opportunities in your organization, such as raising a hand and expressing interest in new roles or projects. She encourages listeners to go after opportunities even if they don't have all the experience required and to not underestimate their potential contributions. Mary also highlights the importance of personal branding for career growth and finding a supportive tribe of mentors and coaches

Follow Mary!

Get Mary's book

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

None

View Details

In this episode, I'm talking to an absolute rockstar - Jolyn Isabelo, APAC Customer Success Leader at MongoDB.

She has a really interesting upbringing and a career in a multicultural setting. Born and brought up in London, she moved to Asia and lived in Singapore and Japan. She also worked in the USA and now is based in Singapore.

Fun facts about Jolyn:

  • As a 16-year-old, she saw herself as a ballerina at the Royal Academy of Dance
  • she enjoys workout, in particular, F45
  • She lived and worked in the UK, Japan, the USA and now Singapore

It turns out that both Jolyn and I spent childhood years seriously training in arts: Jolyn was doing ballet and I did classical music. Naturally, we speak about the positive benefits that training had on our focus and determination, and how it translated to our careers

Jolyn studied economics and started her career in sales, as a natural choice. After leading sales teams, she intentionally decided to make a move and start brushing on her consultative skills, which led her to a career in Customer Success.

In this episode, you'll learn about:

  • Necessary Skills for Customer Success
  • Scale vs Traditional Customer Success
  • Career Paths in Customer Success
  • The importance of personal brand for career growth
  • Mentoring and Coaching
  • Finding your Tribe
  • How can building your personal brand propel your career
  • Nick Mehta, the CEO of Gainsight

Jolyn is also a mentor in Women in Customer Success Power Up Mentoring, as well as a coach at the Catalyst Coaching Corner.

Follow Jolyn!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I'm excited to bring a conversation with Ejieme Eromosele, General Manager of EMEA at Quiq.

Current Role & ExperienceIn her current role as GM of EMEA at Quiq, Ejieme is responsible for leading Quiq’s international business by guiding companies in the EMEA region to grow awareness, increase sales and lower customer support costs through conversational AI and messaging.

Ejieme is also the Founder of Success in Black, a community for Black professionals in Customer Success. Her mission is to advance real DEI practices in Customer Success and to help Black talent build their careers in this rapidly growing field.

Prior to Quiq, she was Managing Director of Customer Experience at The New York Times and led The Times’ efforts to drive retention, loyalty and brand advocacy of its growing subscriber base.

Ejieme has spent almost a decade in management consulting at PwC and Accenture. In these roles, she developed her passion for customer experience and for delivering amazing experiences that drive business value. She’s led projects across the retail, pharma, tech and government sectors.

She has a BA in Economics from NYU’s College of Arts & Science and an MBA from NYU’s Stern School of Business.

Developing a Customer Success CareerIf you want to make it to the top level, Ejieme suggests having a handle on the economics of the business and being comfortable with the commercial aspects of the business.

Being open to learning the operational, technical, the product side of the world will really make you a more well-rounded executive.

“Putting your head above your own functional area and seeing where there are opportunities, whether that's in marketing, whether that's in sales or new business, or whether that's even in product to where CS can really extend the value of the team you have, and that value is your proximity and your closeness to your customers.”

Preventing BurnoutWe touch upon the subject of burnout and how we cannot lead with an ‘empty tank’. Ejieme approaches this by using tools like gratitude journalling and seeking a better understanding of herself to be able to tune into her emotions, and her present state, then evaluating what’s next.

Ejieme talks about some of the pressures of working as a woman in tech. In her experience, there are feelings of not belonging which can show up as feel

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I’m talking to Kailey Killoran, a Director of Customer Success at Loopio. Prior to transitioning into Customer Success, Kailey started her professional career in Sales, Business Development, and Account Management. She is a data-driven leader and enjoys coaching and supporting CSMs in their own growth and development. Outside of work, she's always looking for something new to learn

Fun facts about Kailey: ⭐️ She believes that being caring and vulnerable are strengths.
⭐️ Kailey would like to be remembered as someone who cares deeply about her team, the project, the company and her personal relationships
⭐️ She lives in Toronto, Canada but if she could she’d move to Europe because of culture.

🔥 I think that Kailey has the hottest job in the success industry, as she is currently creating digital motion for Loopio customers.

Kailey on Digital Customer Success: ⭐️ As you're building high-touch relationships with the core customers, that will enable you to learn everything you can about your customers to implement digital strategy successfully
⭐️ Have a dedicated ownership /resource for the process for clear accountability and focus
⭐️ Replicate the customer journey and break it up into different elements to pick out what’s important - see what’s causing the most friction or what's inefficient and started improving that part of the journey!

Growing your Customer Success Career:

Kailey started her career in Sales and pivoted into Customer Success.

"The biggest thing is finding your people and finding the folks that you want to work with - you feel you can grow and develop alongside.”

You are ultimately responsible for your own career growth so it’s something you need to own yourself. A principal that has helped guide Kailey is being open but strategic. Ask yourself, what is the decision that is going to give you the most opportunity and open the most doors for you? If you are transitioning from a role that isn’t already in the customer success industry, you should own all your background and experience. Present these previous opportunities as benefits for this new role and don’t undersell yourself.

Follow Kailey: ⁠Linkedin⁠
___________________________________________________

About Wom

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I’m talking to Elena Cocco, Manager of Customer Success at SafetyCulture. Elena has a special passion for supporting and helping other women in their professional journeys. She is energised by seeing people around her succeed and I'm excited to bring this conversation to you!

Elena started her career journey in Support and then transitioned into Customer Success where she is thriving in a leadership role. She's also a leading member of Customer Success communities in the UK, leading Manchester CS Cafes.

Did you know?

⭐️ Elena wanted to be an archaeologist and explore artefacts like Indiana Jones

⭐️ If she would change career today, her choice would be interior design - Scand stile (right there with you Elena, we should have Fika together!)

⭐️ She's Italian 🇮🇹

⭐️ Elena lives in Manchester, but if she could choose, she would spend summers in Finland 🇫🇮 and winters in the warm south of Europe 🇫🇷

Elena's Take on Leadership:

Elena’s leadership principle is based on the concept of increasing psychological safety for her team. Part of this involves holding on the judgment and opinions and allowing yourself to absorb what is happening, look at the facts, and be present in that. There’s power in her team giving and receiving feedback, not taking on the judgment but looking at the actual impact. It's about thinking: What was the consequence and why do we think that you should continue or stop doing what you're doing? Part of Elena’s leadership style is to wear many hats, always choosing the most relevant hat for the situation. Often that requires a teaching or coaching hat.

Elena believes in promoting a culture where risk-taking is seen as rewarding.

Career advice:

Elena provides practical advice on taking a step and moving from an individual contributor to a people leader. She believes that your career is your own responsibility and you have to make initiatives and steps that will take you from an individual contributor to a leader.

“I learned by observing, by reading, by speaking with other people in the same situation as myself. And this is why I am so passionate about encouraging my team to actually look around, what's out there that resonates with them.”

“Everybody needs a job. But to move from the concept of a job to a career, it has to be a positive and enjoyable experience.”

How to m

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I’m talking to Laura Kightlinger, a VP of International Customer Success at Seismic. She leads the team responsible for partnering with customers across Europe and Asia to ensure their long-term value realisation on the platform. Prior to Seismic, Laura built the Customer Success team at Qubit from inception to 15 team members globally and supported significant growth at DocuSign and Google. She also shares her passion for Customer Success with others in the industry as a coach at Sales Impact Academy and Scalewise.

Fun facts about Laura:

  • lived and worked in a number of places across America and Europe
  • Her dream location is in Southern Europe, near the seaside
  • At the age of 16, she couldn't imagine her current career in tech, but definitely the aspect of problem-solving and her love of change!

Career Journey:
After studying accounting and finance, Laura started her career as a financial analyst role. She ended up working at Google and realised that sitting behind spreadsheets wasn’t for her! She liked the entrepreneurial culture and the chance to grow something. After completing her MBA, she moved to London to work at Qubit, as a professional services consultant and eventually grew a global team in customer success. From here, Laura went on to join Seismic as a Customer Success Leader and has built teams in Europe and the APAC regions.

Current Role:
Laura always wanted to move abroad. She loves being in different places and learning about new traditions, foods and cultures, and having to learn to work with people that think differently and communicate differently. For Laura, living abroad was a really positive and enriching challenge, that helped her in building relationships and gaining local knowledge of how each market works to best support her clients.

Laura's Customer Success Approach:
With her background, Laura is able to bring credibility to her conversations with C-suite leaders from a finance and operations aspect. Customer Success is a huge part of revenue generation for businesses and Laura bridges that gap between overall business metrics and their own impact on the business. Laura notes the importance of not just focusing on the numbers but looking into where teams can focus on adoption and value.

The aim is to try to show a data-driven picture to her leaders about what it is they do and how that ultimately contributes to the

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I’m talking to Kia Puhm, Founder and CEO of DesiredPath, a CX solution that helps companies be customer-centric to achieve smarter, faster revenue growth.

Fun facts about Kia:

  • Kia speaks 3 languages well, and 2 passively.
  • She is an Extroverted Introvert
  • Kia used to be an elite world-class athlete in swimming! 🏊‍♀️

Career Journey:
Kia has 28 years of experience in the software industry, has spent the last 8 years consulting and is now the founder and CEO of Desired Path - a consultancy focused on driving accelerated revenue growth through customer-centric design principles. Kia started her career in Computer Engineering and learned how to code early on. She moved her problem-solving skills over to the business and management side as she preferred to work with people and have that human interaction.

Kia’s career in software started in a small start-up in Switzerland, where she spent a lot of time building up all the different elements of the business. She became the VP of Customer Satisfaction where her job was to figure out how to make the customers successful and determine their objectives as human beings trying to achieve their career goals. If we make them successful and the companies they work at successful, there's no reason they're going to leave. After working with companies like Eloqua and Oracle, and becoming a CCO at a few companies, Kia felt it was time to share her knowledge and move into consulting.

Desired Path
Kia’s whole approach, the reason she named the company Desired Path, is that she helps companies align to the patterns of their most successful customers. They start by journey mapping and understanding holistically what their customers are doing and how they use the products and services. And then they reverse engineer what a company should be doing to support that. She also believes in a triple win – Customer, Company, and Employees and they all need to be in alignment for them all to win and succeed.

Customer-Centric Practices:
Kia firmly believes that you need to journey map and really understand your customer success. Don’t copy other best practices and tell your customer to follow this process. Find out what works for them and align your practices so that it’s meaningful.

Questions to help you understand how customer-centric are your organisation's practices:
- What is driving success for your cust

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In today's episode, you'll meet Sally Hamdan, Customer Success Manager at Asana. She's also an active member of the Customer Success Network where she contributes to the advancement of the CS profession and also teaches at HEC Paris in her free time to help students boost their Linkedin presence to find their next dream job.

Fun Facts About Sally

  • She speaks French, English, and Arabic
  • She would love to live by the Mediterranean coast and considers herself an Extrovert.
  • Sally’s teenage self would be surprised at the choice of her current job as she was less extroverted growing up and having a job now that is all about building relationships, building connections with people, communicating, and being all out there would be a bit surprising!
  • If she could completely change her career tomorrow, Sally would either be a culinary guide

Career Journey

Sally’s career started at home in Lebanon within HR and the Learning & Development department where she thrived as a trainer. Her life brought her to France, where she got a role at LinkedIn as a Customer Education Specialist which evolved into a Customer Success role. Sally received specialist training with LinkedIn on customer success. Within her successful career journey, Sally worked with some distinguished companies like LinkedIn, Box, and now Asana.

Motivation

Sally loves the fact that her role requires continual learning and challenges that comes with working with clients from different functions.

She’s learning how a company functions through her understanding of how they want to use Asana and what for and trying to guide them in the process.

“Feeling that I learn something new today, every day when I go to bed is the biggest motivator for me.”

How to Level Up in Your Role:

Sally believes that your attitude is everything. The attitude you bring to work, the attitude you bring with your clients, the attitude you bring to your own personal growth, and your own development to your colleagues are key. Supporting people around you in the workspace and bringing wellness, and a healthy or balanced lifestyle is really important to Sally, she is passionate about it. She loves to make a positive impact on her colleagues and is a Culture Champion (former CFO - Chief Fun Officer!)

Follow Sally: https://www.linkedin.com/in/s

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I’m talking to Julie Persofsky, Managing Director - Practice Lead for Customer Success at Winning by Design.

Fun facts about Julie:

  • Julie and her family recently moved to Whistler, British Columbia to add some adventure to their lives and love the fact that they now ski all the time!
  • Her 16-year-old self would be pretty ok with her current job as Julie has stayed true to her teenage self by remaining the type of person who seizes the moment and gets things done.
  • Julie is an extrovert but has picked up some of her husband’s introverted qualities of enjoying the quiet!

Leadership Lessons
“I’m a truth teller, I do not mince my words. I’m very to the point, and I think that scares the crap out of a lot of people.” Julie’s struggled a lot as a leader with people being afraid of her and has had to come to terms with that. It comes from a place of deep caring for her team as she truly cares about them and their goals and objectives. One of the most important leadership lessons Julie has learnt is to be quiet more often which helped focus her mind and allowed her thoughts to become more strategic and creative.

Work-Life Balance
Julie believes that it’s never been a better time to be a woman in the tech industry. There’s so much value in having a different perspective brought to the table and that shouldn’t be hidden. It’s important to focus on what you want to achieve and do to be successful and not worry about the people who try and bring you down as it’s ultimately their insecurities. What comes up in a lot of Julie’s mentorship discussions is to know your self-worth and not just financially. Julie has five criteria that she uses to pick her job and it changes in importance: Salary, flexibility, and work-life balance. Is she passionate about what she does? Is she learning and growing, and does she like the people she works with? They have changed in importance at different times, but it helps to make important decisions with what job you are in and your circumstances. Julie believes it's really important for you to find things that you love doing and make time for them. The joy that these activities bring can inspire motivation for work and deal positively with the rest of the day.

Connect with Julie: https://www.linkedin.com/in/julieper/

————— CONNECT ———————

About Women in Customer Success Podcast:

Women in Customer Suc

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I’m talking to Erika Villareal - a Customer Success enthusiast, curious by nature, and a process addict.

She has been in the tech industry for the last 8 years. She is happiest when she is able to translate customer data into actionable insights that help improve customer experience and drive success.

She is currently a Principal Customer Success Manager at Eptura, a leading workspace management solution where she helps her customers drive adoption and achieve their own definition of success.

Erika is also very involved with the Customer Success community, where she shares content that helps other professionals succeed in their roles, she has her own newsletter and contributes to multiple CS blogs.

Fun facts about Erika:

  • Erika speaks 3 languages: her native Spanish, English, and Japanese.
  • She considers herself an extrovert
  • If she were to move, her dream destination would be Berlin, Germany
  • Erika's 16-year-old self would be surprised at her choice of job. Erika studied chemical engineering as she grew up and always thought she would work in the make-up industry with a company like L’Oreal.

Career Journey:Erika has been actively involved in the customer success community on LinkedIn, creating content, and sharing tips & advice. It came from Erika wanting to change her career and discover what lights her up. Erika is now a principal customer success manager who focuses on strategic accounts. In other words, she has to ensure that she is servicing the account, the customer is meeting their business outcomes and as a CSM, you’re having deep conversations on identifying opportunities to help them grow.

Making Customers Successful:Erika talks about the importance of knowing what your products are and understanding them thoroughly so that you can support your customer to achieve their desired outcome. Ensuring you’re adding value in your conversations with them and using different strategies to build on your relationship with the customer if you find they’re not responding to you.

How to position yourself for promotion?Erika shares how important it is to track your own metrics to know you are being a successful CSM within your company. These metrics will help facilitate conversations with your managers for you to progress in your role. Create your own opportunities by paying at

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

Announcing Season 3! ⭐️⭐️⭐️

Did you know when and why was the Women in Customer Success Podcast launched?

If you're a regular listener, have you noticed that the podcast had a break for a few months?

In this first solo episode by Marija Skobe-Pilley, you'll find out more about it!

You'll hear about:

  • The new Women in Customer Success Power Up!
  • Why Marija started the podcast
  • Benefits of podcasting
  • Some awesome episodes to check out
  • Why Marija took a sabbatical from Podcast
  • What to expect in Season 3

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Why not check out the following?

Follow the WiCS Podcast:

  • Subscribe to my Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the Women in Customer Success Network!

Suggest a guest!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley brings a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow the WiCS Podcast:

  • Subscribe to the Newsletter
  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the FREE Women in Customer Success Network**!

⭐️⭐️⭐️⭐️⭐️

'I love listening to the Women in Customer Success Podcast! <--**If that sounds like you, please rate, review and follow my show so I can support many more women - just like you - who are looking to step up in their Customer Success careers!Mari...

View Details

In this episode, I'm talking to Jennifer Yorke, Chief Customer Officer at Ometria. Canadian-born with a current UK address, Jennifer is sharing her impressive career story and blessings/challenges of being a mom in tech. She is a prime example of how normalising parenthood from an executive level can have a profound impact on people's careers and wellbeing.

In this episode, we talk about:

  • Impressive fun fact about Jennifer (tune in to find it out!)
  • Career journey
  • Career lessons
  • Skillset and path towards Chief Customer Officer
  • Normalising parenting

Jennifer is such a lovely person to have a natural conversation with just about anything. She shared so many views on her career and even her love story! You will love hearing it!

One of my favourite takeaway from Jennifer is: 'Find people who are willing to fight and be in your corner and champion you when you forget to champion yourself.'

Follow Jennifer.

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow:

  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the Women in Customer Success Network!

If you like this episode, you will also like:

34 - How to Be a Boss of Your Career - Emilia D'Anzica

36 - How to Become an Expert on Yourself - Ronni Gaun

39 - Lessons from the C-Suite - Megan Bowen

45 - How to Practice Emotional Intelligence - Ashna Patel

62 - How to Lead by Example - Revathi Venkatraman

View Details

How do I choose guests for this podcast? There are so many incredible women out there whom I want to talk to and learn from. Recently I started following a wonderful young lady, Nabeeda Bakali, who keeps on inspiring me with her content and work on personal development. I've become a huge fan of her work and thought, you will love her, too!

It is such a pleasure to introduce you to Nabeeda Bakali!

We talk about:

  • passion projects
  • personal growth
  • focus on your strengths instead of weaknesses
  • quitting as a courage
  • career tips
  • content creation ideas

Follow Nabeeda:

📸 Instagram - https://www.instagram.com/growwithnab...

🤝 LinkedIn -

https://www.linkedin.com/in/nabeedaba

👋🏻 TikTok - growwithnabeeda

YouTube - https://www.youtube.com/watch?v=K_hNPC_9KxY

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow:

  • Website
  • LinkedIn
  • Marija Skobe-Pilley, the Founder and Host
  • Instagram: @womenincspodcast

Join the Women in Customer Success Network!

If you like this episode, you will also like:

34 - How to Be a Boss of Your Career - Emilia D'Anzica

36 - How to Become an Expert on Yourself - Ronni Gaun

46 - How to Find Your Niche in Customer Success - Elisabeth Courland

52 - How to Land Your Dream Customer Success Job - Kat Fisher

53 - How to Grow in Your Customer Success Role - Sindy Brucher-Sharma

56 - How to Step into Customer Success Leadership Role - Morika Georgieva

View Details

In this episode, we welcome Hadas Rahamim - Head of Customer Success & Business Operations at Exceed.ai, Genesys

Hadas is sharing her journey from product management to customer success, tips on leading Success organisation in a startup, managing global customers and competing priorities.

We talk about:

  • career journey
  • how to create 'aha' moments for your customers
  • how to manage yourself and say 'no'
  • how to focus on what matters
  • how to leverage tools to scale Success
  • perks of being the first Success person in the startup
  • tips for customer interactions
  • should you join a startup?
  • networking for success

Follow Hadas!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow:

  • womenincspodcast.com
  • LinkedIn: https://www.linkedin.com/company/womenincspodcast
  • https://www.linkedin.com/in/mspilley/
  • Instagram: @womenincspodcast

Join the Women in Customer Success Network!

If you like this episode, you will also like:

06 - How to Get Your First Customer Success Job - Irit Eizips

08 - Customer Success Happiness - Shanta Bodhan

13 - How to Practice Empathy - Sama Hafeez

17 - How to Lead with Authenticity and Kindness - Kay Mukherjee

34 - How to Be a Boss of Your Career - Emilia D'Anzica

36 - How to Become an Expert on Yourself - Ronni Gaun

37 - Thriving as a Women of Colour in Customer Success - Stacey McPherson

47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore

62 - How to Lead by Example - Revathi Venkatraman

View Details

In this episode, we welcome Revathi Venkatraman, Head of Success, APAC at Slack.

Revathi is sharing her inspiring career story, from upbringings in India, a degree in chemical engineering, to resetting the whole career while relocating to New Zealand. She is currently based in Australia, leading customer success teams at Slack for the whole Asia-Pacific Region.

As she moved throughout various roles in her career, she always picked up transferable skills that made her the leader she is today - an empathetic leader who leads by example and is focused on creating an environment for learning and achieving success.

We talk about:

  • career journey
  • resetting a career by unlearning yourself
  • leading with empathy
  • influencing others
  • career challenges for women in business
  • creating a culture of success

Follow Revathi!

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow:

  • womenincspodcast.com
  • LinkedIn
  • Marija's LinkedIn
  • Instagram

Join the Women in Customer Success Network!

If you like this episode, you will also like:

06 - How to Get Your First Customer Success Job - Irit Eizips

08 - Customer Success Happiness - Shanta Bodhan

13 - How to Practice Empathy - Sama Hafeez

17 - How to Lead with Authenticity and Kindness - Kay Mukherjee

34 - How to Be a Boss of Your Career - Emilia D'Anzica

36 - How to Become an Expert on Yourself - Ronni Gaun

37 - Thriving as a Women of Colour in Customer Success - Stacey McPherson

47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore

View Details

In this episode, we're sharing the conversation with Jan Young, a wonderful customer success enthusiast, very well known within the industry and the wider CS communities. Currently, she's the Senior Customer Success Consultant at The Success League, a board member for Gain Grow Retain and a founding community lead with CS Insider.

We talk about:

✨ The passion for Customer Success

✨ What is consulting and what is customer success

✨ Tips for transitioning to customer success

✨ The correlation between your environment and job satisfaction

✨ The fundamentals of customer success

Listen to the episode on all streaming platforms.

Connect with Jan: https://www.linkedin.com/in/jan-young-cx/

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow:

  • womenincspodcast.com
  • LinkedIn: https://www.linkedin.com/company/womenincspodcast
  • https://www.linkedin.com/in/mspilley/
  • Instagram: @womenincspodcast

Join the Women in Customer Success Network:

https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like:

42 - The Role of Customer Success Communities - Violaine Yziquel

45 - How to Practice Emotional Intelligence - Ashna Patel

47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore

53 - How to Manage Diverse Teams in Asia-Pacific Region - Prakhya NS Bhat

55 - Metrics in Customer Success - Apoorva Sudarshan

View Details

In #episode60, Isabel Ruiz, Customer Education Manager at Insided by Gainsight reveals her ideas of customer education and communituy-led growth. We talk about: ✨ career journey ✨ customer communities ✨ customer education ✨ community-led growth ✨ career tips

Connect with Isabel: Check out Isabel's podcast CSM Toolbox: https://podcasts.apple.com/gb/podcast/csm-toolbox/id1561618912

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact. Follow:

womenincspodcast.com LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 43 - How to Advocate for Your Team - Laura Lakhwara 44 - Leading Customer Success Teams as a Hockey Captain - Natalia Piaggio 51 - How to Productise Customer Success - Anu Dudhat 53 - How to Grow in Your Customer Success Role - Sindy Bruchter-Sharma 55 - Metrics in Customer Success  - Apoorva Sudarshan 56 - How to Step into Customer Success Leadership Role - Morika Georgieva 58 - Importance of Industry Knowledge in Customer Success - Natalie White 59 - How to Get a Seat at a Table for Customer Success - Monica Trivedi

Read the whole episode here: https://www.womenincspodcast.com/community-led-growth/ Talk to us! If this episode spoke to you in any way, head over to LinkedIn, write a post and tag Women in Customer Success Podcast and let’s talk!

View Details

In #episode59, Monica Trivedi, Director of Global Customer Success at Building Engines is revealing her ways of showcasing customers’ wins and the impact Customer Success has on the overall organisation and customers. Monica gives us an amazing mini master class on: ✨ leadership ✨ how to be an invaluable CSM ✨ how to lead with transparency ✨ how to really create those impacts around you ✨ how to exhibit impacts of your teams to other departments within the business

Connect with Monica: https://www.linkedin.com/in/monicartrivedi/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact. Follow:

womenincspodcast.com  LinkedIn: https://www.linkedin.com/company/womenincspodcast  https://www.linkedin.com/in/mspilley/  Instagram: @womenincspodcast 

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g  If you like this episode, you will also like: 43 - How to Advocate for Your Team - Laura Lakhwara 44 - Leading Customer Success Teams as a Hockey Captain - Natalia Piaggio 51 - How to Productise Customer Success - Anu Dudhat 54 - How can Anthropology Guide Your Customer Success Behaviours - Marieke Smits 55 - Metrics in Customer Success  - Apoorva Sudarshan 58 - Importance of Industry Knowledge in Customer Success - Natalie White Talk to us! If this episode spoke to you in any way, head over to LinkedIn, write a post and tag Women in Customer Success Podcast and let’s talk!

View Details

In this episode, I'm talking to Natalie White, Customer Success Manager at Float.

Natalie has been in Customer Success all her professional life, mostly in FinTech startups, building the customer success teams from the ground up. She spent the last few years in London, building a team at European unicorn Pleo. Now, she's back in her native Canada, building a team at Float.

Why would you need to be an industry expert as a Customer Success professional?

  • to ramp up quicker
  • to earn trust

As a FinTech pro, Natalie is sharing some investment lessons - actually, where to invest early on when building a team.

She says:

  • invest in leaders
  • invest in data

And surely, 'Don't run before you can walk! Foundation is everything.'

Natalie has been the first-ever female hire at Float, and she's sharing her challenges and lessons on hiring female talent in FinTech and the role of mentoring in bringing more women to Tech!

Connect with Natalie: https://www.linkedin.com/in/natalierwhite

About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow:

  • womenincspodcast.com
  • LinkedIn: https://www.linkedin.com/company/womenincspodcast
  • https://www.linkedin.com/in/mspilley/
  • Instagram: @womenincspodcast

Join the Women in Customer Success Network:

https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like:

06 - How to Get Your First Customer Success Job - Irit Eizips

24 - How to Narrow the Gender pay Gap During the Hiring Process - Kristi Faltorusso

34 - How to Be a Boss of Your Career - Emilia D'Anzica

35 - Career Lessons for Young Professionals - Karolina Adamus

36 - How to Become an Expert on Yourself - Ronni Gaun

47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore

48 - How to Propel Your Career - Kellie Capote

View Details

Are you friends with your customers?

Should you be?

Would you take your customer out for a coffee?

If you are wondering what's the right approach, you're not the only one. Sumitra was also wondering...and then started writing about it.

In #Episode57, Sumitra is sharing her tips on your relationship with customers: - getting out of the 'customer' category - finding mutual interests - maintaining relationship

Sumitra is sharing her exciting journey from a Standford graduate (Computer Science) to a career in Customer Success. It's refreshing to hear her perspective about Customer Success and what she enjoys the most, given her extraordinary technical background.

Sumitra Narayanan is currently an Associate Director of Customer Success at LinearB and a contributor at CS Insider, leading her own 'Sumi Success Tips' column.

People she admires: Pooja Sankar - Piazza http://www.piazza.com

Connect with Sumitra: https://www.linkedin.com/in/sumitra1/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 16 - From Google to CSM Hero - Claire O'Regan 19 - How to be a CSM Your Clients will Adore - Katie Sloop 35 - Career Lessons for Young Professionals - Karolina Adamus 36 - How to Become an Expert on Yourself - Ronni Gaun 45 - How to Practice Emotional Intelligence - Ashna Patel 47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore 51 - How to Productise Customer Success - Anu Dudhat 52 - How to Land Your Dream Customer Success Job - Kat Fisher 53 - How to Grow in Your Customer Success Role - Sindy Brucher-Sharma 56 - How to Step into Customer Success Leadership Role - Morika Georgieva

View Details

I want to wish a Happy New year to all the amazing listeners and followers of the Women in Customer Success Podcast! Thank you for your continuous support!

New Year is an amazing opportunity for stepping into new roles and advancing your career. And what a better way to start the year than with this episode with Morika Georgieva, the Manager of Customer Success EMEA at Permutive. We talk about stepping into leadership roles in Customer Success.

Morika's golden advice on the best ways to start your journey towards CS leadership: 💎 How can you be helpful to your current leadership? 💎 What are the things you can take off your leader's plate? 💎 The right behaviours and motivations for a leadership role 💎 Tips for managing up

She's also sharing her intentions and wishes for Customer Success in 2022!

Connect with Morika: https://www.linkedin.com/in/morikageo/ Follow Customer Success Network: https://www.linkedin.com/company/customersuccessnetwork-org/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 06 - How to Get Your First Customer Success Job - Irit Eizips 24 - How to Narrow the Gender pay Gap During the Hiring Process - Kristi Faltorusso 34 - How to Be a Boss of Your Career - Emilia D'Anzica 35 - Career Lessons for Young Professionals - Karolina Adamus 36 - How to Become an Expert on Yourself - Ronni Gaun 47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore 48 - How to Propel Your Career - Kellie Capote 52 - How to Land Your Dream Customer Success Job - Kat Fisher

View Details

In today's episode, it's a pleasure to welcome Apoorva Sudarshan, Manager of Strategic Accounts at Mixpanel. Although we focus on metrics in customer success, Apoorva is such an interesting woman and I'm grateful we also talked about the work-life balance, customer success as an 'unconventional' career; and the tips for achieving happiness in your career.

How to decide what to measure, how to interpret metrics and how to know the best actions based on the data?

Apoorva is sharing what type of metrics you should be measuring in your customer success department: - Value moments for your customers - Customers' satisfaction - Engagement with your brand

We also talk about: - Customer success as an 'unconventional' choice - Keeping track of your wins - How to achieve happiness in the role - The required effort for balancing work and life

My favourite learning from Apoorva is: 'You are more than your working hours .'

Connect with Apoorva: https://www.linkedin.com/in/apoorva42/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 08 - Customer Success Happiness - Shanta Bodhan 09 - How to Identify a Talent - Michal Harel 11 - The Future of Customer Success - Jill Favro Sawatzky 14 - A Journey from Science to Customer Success - Daphne Lopes 19 - How to Be a CSM Your Clients will Adore - Katie Sloop 23 - 2020 for Working Parents: a jOURNEY FROM pregnancy to WFH with Kids - Angela Guedes 26 - How to Lead in Harmony with Your Purpose - Sydney Strader 34 - How to Be a Boss of Your Career - Emilia D'Anzica 36 - How to Become an Expert on Yourself - Ronni Gaun 53 - How to Grow in Your Customer Success Role - Sindy Brucher-Sharma

View Details

' Our lives are all about data.'- Marieke

How can anthropology guide your customer success behaviours and decisions?

I'm talking to Marieke Smits - Sr Enterprise Customer Success Manager at Pluralsight, and the recipient of 'Lean on Me' Pluralsight's award.

She's an aspiring anthropologist and we are exploring what are the lessons and applications of anthropology in customer success. She's also very passionate about social impact of the global organisations. Tune in to hear Marieke's very interesting career story and anthropological insights into behaviours, data and culture within customer success.

Lessons from anthropology: - how to understand and meet people where they are - use observations - provide context on data - what people say they do is not always what is happening - how to ask for customers' experiences

Connect with Marieke: https://www.linkedin.com/in/smitsmarieke/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 06 - How to Get Your First Customer Success Job - Irit Eizips 24 - How to Narrow the Gender pay Gap During the Hiring Process - Kristi Faltorusso 34 - How to Be a Boss of Your Career - Emilia D'Anzica 35 - Career Lessons for Young Professionals - Karolina Adamus 36 - How to Become an Expert on Yourself - Ronni Gaun 47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore 48 - How to Propel Your Career - Kellie Capote 52 - How to Land Your Dream Customer Success Job - Kat Fisher

View Details

This episode is a mini-masterclass on growing in the Customer Success role - from a manager's perspective. Sindy Brücher-Sharma, the Manager of Enterprise Customer Success at Adobe shares some practical tips on: - Hiring for Customer Success - 80 / 20 rule - Growth mindset - Personal Development plan

Although we wanted to explore how to hire for potential and allow the growth opportunities within the team, Sindy has so much practical advice for managers. - Ruthless prioritisation for team members - 'Leaving loudly' - Working hours - Life outside work

DISCLAIMER: Beauties of working from often come with challenges, such as background noise! Apologies in advance for some unavoidable background noise during the recording of this episode.

Connect with Sindy: https://www.linkedin.com/in/sbruechersharma/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 06 - How to Get Your First Customer Success Job - Irit Eizips 24 - How to Narrow the Gender pay Gap During the Hiring Process - Kristi Faltorusso 34 - How to Be a Boss of Your Career - Emilia D'Anzica 35 - Career Lessons for Young Professionals - Karolina Adamus 36 - How to Become an Expert on Yourself - Ronni Gaun 47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore 48 - How to Propel Your Career - Kellie Capote 52 - How to Land Your Dream Customer Success Job - Kat Fisher

View Details

Are you looking to land your dream Customer Success job? What to do, what to avoid and how to approach your job search?

Kat Fisher is a Senior Customer Success Manager at Signifyd, and she's an expert in hiring - having spent time looking for her next job last year, and then, spending a bigger part of this year hiring, Kat knows the industry inside out and I'm grateful she is sharing her tips with us today. If you are on the look for your next play, or next CSM - this is the episode for you!

One of my main learnings about job search from Kat is her take on CVs: 'CV is your main marketing asset for yourself. That is your presentation. It needs to tell the story of your achievement rather than your duties.'

Check out Kat's tips on the interview process:

CV: - how to prepare your CV - how to tell your achievement story - what to include and avoid in CV

Company research: - how to look beyond the company's website - utilise customer's reviews - check out the company's podcasts, resources and get familiar with their founders

How to shine in the Interviews? - communication - project preparation - storytelling

Also, Kat shares her great interview experience, career tips and thoughts on being a working mom in tech!

Connect with Kat: https://www.linkedin.com/in/kat-fisher-486a2984/ Follow Kat's blog on Medium: https://katfisher-90977.medium.com/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 06 - How to Get Your First Customer Success Job - Irit Eizips 24 - How to Narrow the Gender pay Gap During the Hiring Process - Kristi Faltorusso 34 - How to Be a Boss of Your Career - Emilia D'Anzica 35 - Career Lessons for Young Professionals - Karolina Adamus 36 - How to Become an Expert on Yourself - Ronni Gaun 39 - Lessons from the C-Suite - Megan Bowen 42 - The Role of Customer Success Communities - Violaine Yziquel 47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore 48 - How to Propel Your Career - Kellie Capote 49 - How to Build a Customer Success Team in EMEA - Christine Hale

View Details

In this episode, I talk to Anu Dudhat, Head of Customer Success and Product at Customer Success Box. Anu is also one of the Top 100 CS Strategists for 2020. Anu is talking about productizing Customer Success - what does it mean to create products from learning, customer success processes and customer outcomes, in order to scale the business and provide repeatable experiences for your customers.

Follow Anu: https://www.linkedin.com/in/anu-dudhat/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 34 - How to Be a Boss of Your Career - Emilia D'Anzica 36 - How to Become an Expert on Yourself - Ronni Gaun 41 - How to Set Your Team Up for Success - Emily Garza 42 - The Role of Customer Success Communities - Violaine Yziquel 44 - Leading Customer Succes Teams as a Hockey Captain - Natalia Piaggio 46 - How to Find Your Niche in Customer Success - Elisabeth Courland

View Details

In this episode, I'm talking to Prakhya NS Bhat, Head of Customer Success and Sales At Taskworld. As Prakhya is based in Singapore, she is sharing her experience of managing teams in Asia - what are the challenges and opportunities in managing very diverse and geographically dispersed teams. From India to Thailand, Korea, Japan, and EMEA, there are lots of cultural and regional differences and Prakhya is sharing her tips for growing successful diverse teams. A fun fact - Prakhya spent few years in the youth army during her college - tune in and you'll hear some great army stories!

You will learn about: - Challenges and opportunities in managing disperse and diverse teams in APAC - How to create learning environments - What are the challenges and demands of APAC customers and how to approach them

Also, you'll get an interesting insight into Prakhya's days in the Youth Army, as well as her thoughts on working mothers.

Connect with Prakhya: https://www.linkedin.com/in/prakhyabhat/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 10 - How to Lead Multi-Cultural Teams - Minna Vaisanen 27 - How to Succeed in a Male-Dominated Environment - Effie Mansdorf 36 - How to Become an Expert on Yourself - Ronni Gaun 43 - How to Advocate for Your Team - Laura Lakhwara 41 - How to Set Your Team Up for Success - Emily Garza 44 - Leading Customer Succes Teams as a Hockey Captain - Natalia Piaggio 47 - How to Benefit from a Return on Relationship (ROR) - Allison Skidmore 48 - How to Propel Your Career - Kellie Capote 49 - How to Build a Customer Success Team in EMEA - Christine Hale

View Details

Today on the show I talk to Christine Hale, Senior Manager of Customer Success at Intelex. Tina is sharing her experience of building a European Customer Success team from the ground up. When Intelex was opening European operations, Tina moved across the world, from Toronto headquarters to London, alongside five other individuals - and embarked on the European adventure of building departments and the international operations.

We talk about: - How to prepare for leading an international team? - What to do before you land at the new destination? - How to approach CS hiring when building a team? - How to align global customer success strategy with the regional approach?

I was privileged to work in Tina's team during my days at Intelex, she's very much responsible for my love for customer success! I hope you'll enjoy this episode.

Follow Christine: https://www.linkedin.com/in/tinahale/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

Sign Up for Women in CS Network Summer Career Bootcamp: https://www.eventbrite.co.uk/e/158760285287

If you like this episode, you will also like: 34 - How to Be a Boss of Your Career - Emilia D'Anzica 36 - How to Become an Expert on Yourself - Ronni Gaun 41 - How to Set Your Team Up for Success - Emily Garza 44 - Leading Customer Succes Teams as a Hockey Captain - Natalia Piaggio 46 - How to Find Your Niche in Customer Success - Elisabeth Courland

View Details

Today I talk to Kellie Capote, Chief Customer Officer at Gainsight. Kellie is sharing her career journey - what led her to join Gainsight and progress from an Enterprise CSM to CCO in just over four years and the lessons learned along the way. We also talk about the challenges of balancing parenting with a high-profile career as a woman in leadership. Of course, Kellie is also sharing some hottest trends in the customer success industry as well.

One of my biggest learnings is Kellie's remark that 'every day you're interviewing for your next role.'

Kellie's career tips: - Have early career conversations with leadership - Define areas of improvement - Bring a solution-orientated mindset - Proactively ask for feedback - Showcase your achievements

Connect with Kellie: https://www.linkedin.com/in/kellie-capote-6541a939/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

Sign Up for Women in CS Network Summer Career Bootcamp: https://www.eventbrite.co.uk/e/158760285287

If you like this episode, you will also like: 34 - How to Be a Boss of Your Career - Emilia D'Anzica 36 - How to Become an Expert on Yourself - Ronni Gaun 41 - How to Set Your Team Up for Success - Emily Garza 42 - The Role of Customer Success Communities - Violaine Yziquel 44 - Leading Customer Succes Teams as a Hockey Captain - Natalia Piaggio 46 - How to Find Your Niche in Customer Success - Elisabeth Courland

View Details

Today's episode is a real gem! I have the pleasure of talking to Allison Skidmore, Global Head of Customer Success & Renewals at SAP Customer Experience. Allison is one of the most prominent Global Customer Success leaders, with the experience of leading global, diverse, and distributed teams for more than a decade. Due to her extensive wealth of knowledge, experience, and wonderful personality, she's also one of the sought-after speakers at customer success events.

This episode is a mini-masterclass on return on relationship - how developing your relationship acumen can propel your expertise, career, and personal development.

Allison is sharing her model for tracking your network - how can you track the relationship and all the touchpoints you have with your colleagues, mentors, coaches, and sponsors and create exponential opportunities for growth.

We explore why now is the right time to take a strategic approach to your network and benefit from a return on relationships (ROR).

Connect with Allison: https://www.linkedin.com/in/askidmore14/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

Sign Up for Women in CS Network Summer Career Bootcamp: https://www.eventbrite.co.uk/e/158760285287

If you like this episode, you will also like: 34 - How to Be a Boss of Your Career - Emilia D'Anzica 36 - How to Become an Expert on Yourself - Ronni Gaun 41 - How to Set Your Team Up for Success - Emily Garza 42 - The Role of Customer Success Communities - Violaine Yziquel 44 - Leading Customer Succes Teams as a Hockey Captain - Natalia Piaggio 46 - How to Find Your Niche in Customer Success - Elisabeth Courland

View Details

Today I'm talking with Elisabeth Courlone, Digital Customer Success Manager, Top 100 CS Strategist, Mentor,  blogger, and Founder of some notable initiatives, such as The Digital CSM and Open Book of Customer Success.

When I think about Digital Customer Success, Elisabeth is the first person that comes to mind. In the last year, she's been creating valuable resources on the topic, she's been a guest on many podcasts, webinars, and events as the Customer Success at scale is becoming more prevalent across the organizations. Elisabeth is an expert in it - Digital CS is her niche, her specialty.

And that is exactly what we are talking about. How to recognize what is your niche, your specialty, and how to position yourself as an expert?

We also talk about: - different initiatives and projects Elisabeth is leading - strategies for choosing where to invest your time, especially given the explosion of different CS events and resources - what is the criteria to choose what to attend and what to pass - Elisabeth also shares some of her career lessons and highlights

Connect with Elisabeth : LinkedIn: https://www.linkedin.com/in/elisabeth-courland-8a811118/ Website: http://elisabeth-courland.com/ Projects: https://elisabeth-courland.com/Side-projects-d28edc5e9ee5498ea2f678d6714f14e3 YouTube Channel: https://www.youtube.com/channel/UC9oAxJqH47kbwTYhiKJwkbg

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

Sign Up for Women in CS Network Summer Career Bootcamp: https://www.eventbrite.co.uk/e/158760285287

If you like this episode, you will also like: 18 - How to Build Your Online Presence on LinkedIn - Diana De Jesus 19 - How to Be a CSM Your Clients will Adore - Katie Sloop 29 - Customer Success Network - Kate Forgione 30 - Digital Customer Success - Anika Zubair 34 - How to Be a Boss of Your Career - Emilia D'Anzica 35 - Career Lessons for Young Professionals - Karolina Adamus 36 - How to Become an Expert on Yourself - Ronni Gaun 41 - How to Set Your Team Up for Success - Emily Garza 42 - The Role of Customer Success Communities - Violaine Yziquel

View Details

Today I'm talking to Ashna Patel, Manager of Customer Success at Ascend Cloud. Ashna is such an amazing, passionate leader, extremely active on a global customer success scene. She is involved with so many different initiatives, communities, events, that are hard even keeping track of, and not only being involved. But, as you will hear from this conversation, she is just extraordinarily passionate about what she does so it all comes naturally for her.

If you heard Ashna talking, you probably picked up that she is an emotional intelligence expert in customer success.

In this episode you will hear about Emotional Intelligence:  - What emotional intelligence really is - How can you start practicing it on a daily basis  (starting with regular reflections), - How can you advocate for it in the workplace

We know you are also interested in career development and Ashna's career journey. We started the conversation with Ashna's career lessons: - How to always be one step ahead in your career - Find your 'why' behind everything you do

Books Ashna is recommending: - Emotional Intelligence by Daniel Goleman - Start With Why by Simon Sinek

Connect with Ashna: - LinkedIn: https://www.linkedin.com/in/ashnapatel92/ - CS Insider: http://csinsider.io - CS Ladies: https://www.linkedin.com/company/csladies/ - The CS Raving Fans Bookclub https://www.linkedin.com/groups/13942093/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 17 - How to Lead with Authenticity and kindness - Kay Mukherjee 18 - How to Build Your Online Presence at LinkedIn - Diana de Jesus 34 - How to Be a Boss of Your Career - Emilia D'Anzica 35 - Career Lessons for Young Professionals - Karolina Adamus 36 - How to Become an Expert in Yourself - Ronni Gaun 39 - Lessons from the C-Suite - Megan Bowen

View Details

Today, it's my pleasure talking to Natalia Piaggio, Global Head of Customer Success at ICIS. She started her remarkable career story at a hockey field, as a captain for a semi-professional team (an honorable position). Sport has always been a significant part of her life, and, although not playing semi-professionally at the moment, Natalia is continuously bringing the lessons from sport into the workplace.

What can you expect from today's episode? - We started our conversation with Natalia's sports lessons- how can collaboration, giving a chance, and team development be applied in sports and in business. - Then, Natalia speaks about simplifying a menu as one of her most important career lessons. As a CS leader, Natalia built teams from the ground up - and she is sharing 3 different stories, different approaches for building and scaling CS teams. - We end with the conversation about the defining moments of Natalia's career. Stay tuned till the end, especially if you are a parent as we try to unlock some recipes for caring about our children.

Having a child with special needs has broadened Natalia's horizons and led her to want to give back to the community. She does this by volunteering as a trustee for a children's charity named Down's South London, which has been amazing at maximizing her child's potential through early intervention and multidisciplinary therapy. If you'd like to know more about this amazing local charity or would like to make a donation, you can go to http://www.downssouthlondon.org

Connect with Natalia: https://www.linkedin.com/in/natalia-piaggio/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 10 - How to Lead Multi-Cultural Teams - Minna Vaisanen 23 - 2020 for Working Parents - A Journey from Pregnancy to WFH with Kids - Angela Guedes 33 - How to Return to Work After a Career Break - Tanya Strauss 34 - How to Be a Boss of Your Career - Emilia D'Anzica 35 - Career Lessons for Young Professionals - Karolina Adamus 40 - Are Your Customers Getting Value? - Charlie Harvey 41 - How to Set Your Team Up for Success - Emily Garza 42 - The Role of Customer Success Communities - Violaine Yziquel 43 - How to Advocate for Your Team - Laura Lakhwara

View Details

Today I'm talking to Laura Lakhwara, former head of Customer Success at Softbank Robotics. She's been named as a Product Builder of the 2020  Inspiring Fintech Females list for her contributions to technology adoption with the organization. Laura is sharing the inspiring story that brought her into customer success and her experiences of being the first CS on the grounds and building an organization. There are few key learnings that I will remember from our conversation, but my favorite one is Laura's advice that 'No one can ever stop you from career changing'.

This episode focus on: - international travel as a career eye-opener - starting a CS organization - advocating for your team - Laura's secret creative weapon

Connect with Laura: https://www.linkedin.com/in/lauralakhwara/ Check out Laura's Photography: https://lauralakhwara.com/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 10 - How to Lead Multi-Cultural Teams - Minna Vaisanen 21 - The Power of Teaching and Mentoring 34 - Career Lessons for Young Professionals - Karolina Adamus 40 - Are Your Customers Getting Value? - Charlie Harvey 41 - How to Set Your Team Up for Success - Emily Garza 42 - The Role of Customer Success Communities - Violaine Yziquel

View Details

Who doesn't know about Customer Success Network yet? Started in Europe, this is the ultimate global CS community that you should be part of! We already spoke with Kate in Episode29 about its beginnings.

Now, we are continuing the conversation with Violaine, the CEO of Customer Success Network, and a Senior Manager of Customer Success at Slack.

With the rise (or explosion) of different CS communities, we talk about: - why should you be part of a CS community - how to make the most of it - the role of a community for your career - The Customer Conference (15th-16th June)

Of course, we also talk about Vio's career journey and the sigma of motherhood! How can you have it all as a working mum?

Register for The Customer Conference -  https://www.thecustomerconference.co/ Join Customer Success Network - https://customersuccess.network/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 01 - The Customer Success Pioneer - Kellie Lucas 02 - Diversity in Customer Success - Sue Nabeth Moore 04 - Diverse Backgrounds in Customer Success - Shirley Chapman 23 - 2020 for Working Parents: A Journey from Pregnancy to WFH with Kids - Angela Guedes 29 - Customer Success Network - Kate Forgione 36 - How to Become an Expert in Yourself - Ronni Gaun

View Details

Emily Garza, AVP of Customer Success at Fastly, and the Founder of ValueCS with Emily is the newest guest on the Women in Customer Success Podcast!  We start the episode by exploring how Emily's background in Sales and sales enablement is a great stepping stone for the Customer Success industry. We talk about: - Brag sheet - Have you heard about it? What it is and shy should you start creating one? - Creating Customer Success teams - where to start from and how to set the team up for success? - Coaching - how to get the most out of your coaching? - Mentoring - is that the answer to all of your career questions?

Connect with Emily: https://www.linkedin.com/in/emily-garza-mba/ Learn more about ValueCS With Emily: https://valuecswithemily.com/

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 10 - How to Lead Multi-Cultural Teams - Minna Vaisanen 17 - How to Lead with Authenticity and Kindness - Kay Mukherjee 20 - How to be More Visible While Working Remotely - Jo Massie 38 - Why Customer Onboarding Matters - Donna Weber 39 - Lessons from the C-Suite - Megan Bowen 40 - Are Your Customers Getting Value? - Charlie Harvey

View Details

Today I'm talking to Charlie Harvey, a Vice President of International Customer Success at Zappi. As well as being recognized for building and executing an international customer success strategy, Charlie has also been named ChurnZero's 10 Customer Success Leaders to Watch in 2021. Indeed, we kept an eye on her work and it is a pleasure to bring this conversation to you today.

What will you hear in this episode? - Carlie's career journey - how did she make a transition from making physical products to the world of tech and customer success

Charlie is very passionate about communicating the value of your product to the customers, and she's sharing her strategies to succeed in it: - What is the best way to communicate the value - How do you know the customers are actually receiving the value - How to address your customers' known needs and the needs they are not even aware they have

Connect with Charlie: https://www.linkedin.com/in/charlie-harvey-9097721a/ Learn more about Zappi: https://www.zappi.io

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 19 - How to be a CSM Your Clients will Adore - Katie Sloop 25 - How to Develop Client Relationship Measurement - Sarah Doughty 28 - How to Work With the Product Successfully - Katrina Coackley 32 - How to Sell as a Customer Success Manager - Kristen Hayer 38 - Why Customer Onboarding Matters - Donna Weber 39 - Lessons from the C-Suite - Megan Bowen

View Details

Today, it is a pleasure to share a conversation with Megan Bowen, the Chief Customer Officer at the Refine Labs. While Megan is sharing her career story, great successes, and accomplishments, she's also making a point about how the biggest learning and growth come from hard moments of your career. This conversation is raw, vulnerable, and therapeutic. You will hear about Megan's decision to move across the country when she was still a teenager, after realizing it was exactly what a people pleaser should do. Bold move for sure!

Wherever you are in your career, you may want to hear Megan's lessons: - chasing your ambition to reach the destination - how does it actually feel being in the C-suite - what to do when you feel lost in your career - how to help yourself if you are being defined by your work - how to set the right career progression mindset

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast

Blog Would you like to share your customer success insights and story via blog post? Become a contributor to the Women in Customer Success Blog! Submit your work: https://docs.google.com/forms/d/1ZPy1baoRR6SUldi2SOaG5QTdWqlRsatjLpAQBlIMcFg/viewform?edit_requested=true Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 03 - How to Progress Your Customer Success Career - Georgia Harrison 17 - How to Lead with Authenticity and Kindness - Kay Mukherjee 34 - How to Be a Boss of Your Career - Emilia D'Anzica 35 - Career Lessons for Young Professionals - Karolina Adamus 36 - How to Become an Expert on Yourself - Ronni Gaun

View Details

In today's episode, I am talking to Donna Weber, the customer onboarding expert and the author of Onboarding Matters, a newly published book on transforming your customers into loyal champions.

We're uncovering some important topics from the book: - why onboarding is your most important customer strategy - what does it mean to orchestrate the customer journey - hope is not a strategy - the strategies for transforming your customers into loyal champions

If you are listening to this podcast, there's a big chance you're a woman in the customer success profession or other customer-facing roles, and you are looking to develop your career, leave your professional footprint, and make an impact. Hence, in every episode, we want to provide valuable content to advance your customer relationships, but also, content that will inspire and inform your career choices.

Donna is a remarkable role model with an exciting career journey and we are absolutely thrilled to share her career story with you: - how Donna created opportunities for herself to follow her dream career and do what she's passionate about. - this before that - a concept brought by Tara Mohr in her book 'Playing Big'

Purchase Onboarding Matters for the launch price of $.99 this week https://www.amazon.com/gp/product/B091BH8SZ1/ref=dbs_a_def_rwt_bibl_vppi_i0

Check out Donna's work and publications: OrchestratedOnboarding.com  DonnaWeber.com 

Articles referenced in this episode: - Onboarding ≠ Implementation https://www.springboardin.com/post/onboarding-implementation - The Neuroscience of Customer Onboarding https://www.springboardin.com/post/the-neuroscience-of-customer-onboarding - Customer Engagement is the Killer App https://www.springboardin.com/post/customer-engagement-is-the-killer-app - What’s in A Name? A New Way to Think About Customer Success Managers https://www.springboardin.com/post/what-s-in-a-name-a-new-way-to-think-about-customer-success-managers

Book / Course: Playing Big by Tara Mohr  https://playingbig.taramohr.com/

ABOUT WOMEN IN CUSTOMER SUCCESS PODCAST: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

FOLLOW: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - Instagram: @womenincspodcast

BLOG Would you like to share your customer success insights and story via blog post? Become a contributor to the Women in Customer Success Blog! Submit your work: https://docs.google.com/forms/d/1ZPy1baoRR6SUldi2SOaG5QTdWqlRsatjLpAQBlIMcFg/viewform?edit_requested=true

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

Tell us what you need from Women in Customer Success Network and how would you like to get involved: https://forms.gle/HsqUNTZe5WGFawD57

If you like this episode, you will also like: 01 - Customer Success Pioneer - Kellie Lucas 03 - How to Progress Your Customer Success Career - Georgia Harrison 10 - How to Lead Multi-Cultural Teams - Minna Vaisanen 11 - The Future of Customer Success - Jill Favro Sawatzky 17 - How to Lead with Authenticity and Kindness - Kay Mukherjee 25 - How to Develop Client Relationship Measurement - Sarah Doughty 27 - How to Succeed In a Male-Dominated Environment - Effie Mansdorf 28 - How to Work WIth the Product Successfully - Katrina Coakley

Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions

View Details

To celebrate the end of Women's History Month, today I'm joined by Stacey McPherson, Team Lead of Customer Success at Commvault. Stacey is sharing her lived experience of being a woman of colour in Tech.

We talk about: - How does it look like, being a woman of colour in Customer Success? if that's you, that makes you 1% of the overall Customer Success community - Microaggressions at the workplace - how they happen and what you can do about it - Unconscious bias - Inclusive workplace - how do you create an environment where everyone can feel inclusive, contribute towards the common goals and succeed - Sponsors and allies - Practical tips and tools for becoming changemakers for women of colour in Tech

This episode also provides a challenge for everyone - what is one thing you can do today to help women of colour enter the customer success profession and grow their careers?

Stacey is such an inspiring woman with a wealth of business and cultural background and experiences, having lived and worked in three continents (Asia, Europe, USA).

Connect with Stacey: https://www.linkedin.com/in/smcphers/

Reference: Episode 11 - The Future of Customer Success - Jill Favro Sawatzky

About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - Instagram: @womenincspodcast

Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 02 - Diversity in Customer Success - Sue Nabeth Moore 10 - How to Lead Multi-Cultural Teams - Minna Vaisanen 11 - The Future of Customer Success - Jill Favro Sawatzky 15 - How to Succeed and Thrive as an Expat - Elodie O'Rouke 18 - How to Build Your Online Presence on LinkedIn - Diana de Jesus 21 - The Power of Teaching and Mentoring - Lisiane Ndong 27 - How to Succeed In a Male-Dominated Environment - Effie Mansdorf 28 - How to Work WIth the Product Successfully - Katrina Coakley

View Details

Today I'm talking to Ronni Gaun, one of the Top 100 Customer Success strategists in 2020 and a well-known influencer in the customer success industry. Her content is thought-provoking and inspiring, and we're discussing few epiphanies that Ronni had shared with her CS community, that I am sure will be very valuable for you.

Ronni got furloughed in the mids of the pandemic in 2020 and one of her epiphanies is fueled by her job-seeking experience. We also discuss the stigma of unemployment, vulnerability, and serendipity.

We talk about: - setting your priorities right - becoming an expert on yourself - finding an ideal employer profile

One of my favorite learnings from Ronni's story: 'I made a commitment to become the expert of myself. I was trying to consume all of the information about job searching, and how you should present yourself on LinkedIn and what your resume should be like, and how you should network. And I tried a lot of those different things. I paid money for a lot of those different things. But I always felt that I was acting differently than I would have been just authentic. I know that word is overused. But one of the very first epiphanies that I write about is my priorities, getting my priorities straight. I didn't ever want to be in that situation again. And so becoming an expert in myself meant understanding my priorities.'

Connect with Ronni: https://www.linkedin.com/in/ronnigaun/

About this podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

NEW! Women in CS Podcast is launching a BLOG! If you’d like to share your career lessons and inspirational career story, get in touch: hello@womenincspodcast.com.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - Instagram: @womenincspodcast

Join the Women in Customer Success Community: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 03 - How to Progress Your Customer Success Career - Georgia Harrison 06 - How to Get Your First Customer Success Job - Irit Eizips 07 - Career Paths in Customer Success - Maranda Dziekonski 18 - How to Build Your Online Presence on LinkedIn - Diana de Jesus 24 - How to Narrow the Gender pay Gap During Hiring Process - Kristi Faltorusso

View Details

In today's episode, I'm talking to Karolina Adamus, Customer Success Enthusiast and an advocate for Humble leadership. Karolina has been in the customer success industry for a few years already and she is very passionate about helping young customer success enthusiasts secure their first job in the industry.

We talk about Karolina's fascinating career journey and lessons learned along the way: - What are the consequences of not saying 'no' when needed? - How to know when to ask for help?

Karolina is also sharing challenges that young professionals are facing when starting out in the industry: How to approach job search? What are the things to be aware of? How to successfully prepare yourself for the role?

Karolina is sharing some golden career lessons for young professionals, no matter the industry or job.

Connect with Karolina: https://www.linkedin.com/in/karolinaadamus/

About this podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

NEW! Women in CS Podcast is launching a BLOG! If you’d like to share your career lessons and inspirational career story, get in touch: hello@womenincspodcast.com.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - Instagram: @womenincspodcast

Join the Women in Customer Success Community: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 03 - How to Progress Your Customer Success Career - Georgia Harrison 06 - How to Get Your First Customer Success Job - Irit Eizips 07 - Career Paths in Customer Success - Maranda Dziekonski 09 - How to Identify a Talent - Michal Harel 18 - How to Build Your Online Presence on LinkedIn - Diana de Jesus 22 - How to Grow Professionally Through Initiatives - Bhavika Kochar 24 - How to Narrow the Gender pay Gap During Hiring Process - Kristi Faltorusso 27 - How to Succeed in a Male-Dominated Environment - Effie Mansdort 29 - Customer Success Network - Kate Forgione

View Details

Today I'm talking to Emilia D'Anzaca, The Founder and CEO of management consultancy Growth Molecules, and one of the global Top 25 Customer Success Influencer 2021. With all the initiatives she is involved in the global customer success community, Emilia still finds the time for speaking at conferences, being a board member of educational institutions, and coaching other professionals at Catalyst Coaching Corner.

From all the topics that we could have discussed today, we focused on Emilia's tips for becoming a boss of your own career. - What does it mean? - How do you recognise new opportunities? - How do you create a career for yourself?

We also talk about Emilia's compelling career journey from experiencing a burnout in corporate America to starting her own business and how that experience is driving her latest initiative - writing a book about working moms in tech.

Emilia and her co-author Sabina Pons are looking to hear the voices of mothers in technology.

Are you a mom in tech?

Please take 5min to complete the survey that will inform the book. You can expect the results later in the year. https://docs.google.com/forms/d/e/1FAIpQLSf8JK_FPsits9LgKXCw_wCev7l-YOqNd3S6BFhzq0wwpWrolg/viewform

Follow Emilia: - LinkedIn - https://www.linkedin.com/in/emiliadanzica/ - Growthmolecules.com - Twitter - @emiliadanzica - Instagram - @growthmolecules

About this podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - Instagram: @womenincspodcast

Join the Women in Customer Success Community: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

If you like this episode, you will also like: 03 - How to Progress Your Customer Success Career - Georgia Harrison 06 - How to Get Your First Customer Success Job - Irit Eizips 07 - Career Paths in Customer Success - Maranda Dziekonski 09 - How to Identify a Talent - Michal Harel 20 - How to Be More Visible While Working Remotely - Jo Massie 23 - 2020 for Working Parents: A Journey from Pregnancy to WFH with Kids - Angela Guedes 24 - How to Narrow the Gender Pay Gap During the Hiring Process - Kristi Faltorusso 33 - How to Return to Work After a Career Break - Tanya Strauss

View Details

This episode features Tanya Strauss, Director of Customer Success Strategy and Operations at ServiceNow. Prior to her current role, Tanya worked at Gainsight, at the forefront of creating customer success as a category, alongside Allison Pickens and Nick Mehta. So, surely we are talking about Tanya's time at Gainsight and the whole experience of working for a company that is creating something truly large - a whole business industry.

However, Tanya has a unique career story. She developed a successful career in services (consulting) prior her maternity leave. She returned to the workforce only eight years after.

That situation is, obviously, full of opportunities and challenges and Tanya is sharing her experience and lessons learnt: - What are the challenges of returning to work after a career break, especially for women? - Where to even start from? - What resources to look for? - Are your skills relevant in a fast-paced tech world? - How to recreate the next chapter of your career?

Connect with Tanya - https://www.linkedin.com/in/tanyastrauss/

Other resources mentioned in this episode: - Allison Pickens - https://www.linkedin.com/in/allison-pickens/ - Nick Mehta - https://www.linkedin.com/in/nickmehta/ - shout out to Diana de Jesus and her story in Episode 18 https://www.linkedin.com/in/dianadejesus/ - Check out the other episodes: Apple Podcasts https://lnkd.in/eKUstVb Spotify https://lnkd.in/eK25M-Q

Connect with Women in Customer Success Podcast - https://www.womenincspodcast.com/ - https://www.linkedin.com/company/womenincspodcast/?viewAsMember=true - Instagram @womenincspodcast

View Details

In this episode I am talking to Kristen Hayer, the Founder and CEO of The Success League, a boutique consultancy helping organisations to develop top performing customer success programs. Kristen has years of experience in running sales and customer success teams. Before starting her own business, she held VP positions in Customer Success and decided to leverage her expertise and run her own business.

Firstly, we talk about Kristen's career story: - career journey - from sales towards customer success leadership - leaving the corporate world and starting own business - tips and lessons from the journey

Then, we move the conversation into the practical tips on selling as a CSM: - should CSMs be selling - what is the case for selling - how to sell without sounding 'too salesy' - when is the best time to sell

Find out about The Customer Success League and its Certifications - https://www.thesuccessleague.io/

Check out Kristen's blog post on Uncovering Selling Opportunities for CSM - https://www.thesuccessleague.io/blog/2021/2/17/uncovering-selling-opportunities

Reading for Success Podcast - https://www.thesuccessleague.io/blog/2020/7/14/reading-for-success-our-new-podcast-is-coming-soon

Connect with Kristen Hayer - https://www.linkedin.com/in/kristenhayer/

Shout out to Irene Lefton - https://www.linkedin.com/in/irenelefton/

About this Podcast: Women in Customer Success Podcast is the first women-only podcast where remarkable ladies of Customer Success share their stories and practical tools to help you succeed and make an impact.  

Connect with us: - https://www.womenincspodcast.com/ - https://www.linkedin.com/company/womenincspodcast - Instagram: @womenincspodcast

Join the Community for Women in Customer Success: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

View Details

In today's episode, I'm talking to an absolute Rockstar - Rupal Nishar. She's a Customer Success Leader at Conga, a Real Estate Entrepreneur, Churn Crusher and a Mentor. Rupal is dedicated to developing CS strategies and leading global teams, especially in start-up environment. Her most recent projects are related to her passion in AI and ML research and implications of data intelligence for Customer Success.

We talk about: - the trend of Artificial Intelligence in Customer Success - what data should organisations track - how can AI leverage Human to Human (H2H) approach in business

You will also hear Rupal's personal and career story, her Giveaway initiative, and tips on developing your career and leadership.

Connect with Rupal: https://www.linkedin.com/in/rupalnishar/

Rupal's book recommendation: How Remarkable Women Lead by J.Barsh and S. Cranston

Join Women in Customer Success Slack Community: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

View Details

Today I'm talking to Anika Zubair, VP of Customer Success at inSided. Anika has been in customer success for most of her career, starting as a Customer Success Coach and moving up to a leadership positions, leading global Customer Success teams. She is also an active member of customer success community, leading CSM London Meetup, speaking in various industry events and she also has her podcast - Customer Success Channel.

Anika is sharing her career journey, tips and lessons for overcoming challenges and progressing your career. Anika is also giving a little master-class on Digital CSM: - what is Digital CS - what are the skills required - differences between a Digital CSM and a 'regular CSM' - when is Digital CS the best approach for your organisation

Connect with Anika: - LinkedIn https://www.linkedin.com/in/anikazubair/ - CSM LDN Meetup - https://www.meetup.com/CSMLDN/ - The Customer Success Channel Podcast

Join Women in Customer Success Community: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

View Details

Today I'm talking to Kate Forgione, the founder and CEO of Customer Success Network - a global community for customer success managers run by over 100 volunteers who are hosting events and keep the community active.

This community helped me get to know the world of Customer Success, connect with some amazing individuals and constantly keep on learning from many valuable events and conversations that are happening within the group.

As this community is so close to my heart, of course I was happy to talk with Kate about: - CSN Origins - Original vision - Organisation - Volunteering - Remarkable Growth

Check out Customer Success Network: https://customersuccess.network/ And find out about its: - Events - Mentoring - Volunteering - Resources

Connect with Kate - https://www.linkedin.com/in/kateforgione/

If you would like to join Women in Customer Success Slack Group, check it out here: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

View Details

In this episode, I am talking to Katrina Coakley, Director of Customer Success at TalentReef. Katrina has an extensive experience of leading customer success teams, spinning teams up from the ground and creating strong relationships with the Product organisation to drive data-driven roadmap and memorable client experiences.

We talk about: - great client experiences - tips for working well with the Product - spinning up CS teams - mentoring - challenges of being a women in tech

Connect with Katrina: https://www.linkedin.com/in/katrinacoakley/

PODCAST ANNOUNCEMENT! Join the Slack Community for Women in Customer Success (women only!): https://womenincs2020.slack.com/join/shared_invite/zt-li1w7j1s-L59jVT7Oqz0JrzGSwFVHTA#/

Join other remarkable women in Customer Success to advance your network and career!

View Details

In this episode, I am talking to Effie Mansdorf, Global Head of Customer Success at Illusive Networks. As a CS leader, Effie operates in a typically male dominated cyber security industry, and she leads an all-male CS team.

Effie is sharing her tips on: - building up a Customer Success team in startups - succeeding in a male dominated industry and building up a CS team - proving value to on-prem clients - hiring more women into cybersecurity customer success

Connect with Effie: https://www.linkedin.com/in/effiemansdorf/

View Details

In this episode, I am talking to Sydney Strader, Head of Customer Success at Catalyst. Sydney is sharing her unique story, what makes her tick and how she found herself in the customer success industry.

What to expect? You're going to hear about the Syd's Recipe - what it means to work and live in harmony with your meaning, purpose, while trusting yourself.

This episode is a real gem so be ready to take notes as Syd will keep on inspiring and surprising you throughout the conversation.

Sydney is sharing her unique tips on: - authentic leading - executive presence - career progression - coaching

Connect with Syd on LinkedIn - https://www.linkedin.com/in/sydneystrader/

View Details

In this episode, I'm talking to Sarah Doughtly, Customer Success Champion and Founder of Crescendo Labs. Sarah spent the last two decades leading Customer Success and Professional Services teams and currently she is helping companies with designing processes to capitalise on customer success and deliver great customer experience filled with value.

In this mini-masterclass, we talk about: - change management - developing client relationship measurement - skills for CSMs - working well with Sales

Reach out to Sarah: - LinkedIn https://www.linkedin.com/in/sarahdoughty/ - E-mail: sarah@crescendo-labs.com - Crescendo Labs https://www.crescendo-labs.com/ - Blog https://www.crescendo-labs.com/blog-1

View Details

Today I'm talking to one and only - Kristi Faltorusso. She has been an absolute star in 2020. Kristi is a Vice President of Customer Success at IntelliShift, Customer Success Coach, and she won some prestigious awards in 2020, such as Top 25 Customer Success Influencer and Gainsight GameChanger Product VIP Award.

Kristi has been involved in hundreds of different podcast episodes this year, round tables, webinars, conferences... and the list goes on. She is a very valuable and active member of global CS community, always making the time to connect with peers, mentor, and talk about the industry.

Yes...you may be wondering how she does it all? I'm with you on that one! She is sharing some tips on prioritising your time and making sure you spend time on what is important to you.

What are we talking about? - Hiring in Customer Success - how to advocate for women during hiring process - Compensations and the gender pay gap - How to find out your market value - Stats on men vs women hiring for leadership roles - Tips for succeeding in your career.

Connect with Kristi on LinkedIn - https://www.linkedin.com/in/kristiserrano/

View Details

Today's episode shows just how 2020 looked like for some families. I am talking to Angela Guedes - Head of Customer Engagement at Typeform and Advocate for Working Parents.

This conversation is a reflection of the journey Angela went through - she was pregnant, gave birth to her second child, went on maternity leave, came back to work - just to actually work from home while taking care of the baby. All in the span of few months. While being in the lockdown. A memorable year for sure.

We're talking about: - how to prepare to leave the work and start maternity leave - why to go through full onboarding upon return to work - feelings of guilt when trying to do it all at the same time and not actually been 100% present for either family or work - what actually happens in the background for working parents - we're advocating for fully flexible working hours for parents

Connect with Angela - https://www.linkedin.com/in/angelaguedes/

View Details

Today I am talking to Bhavika Kochar - Customer success innovator at InCustomerSuccess, a community builder for Practical CSM, Chapter lead for Customer Success Network, and ambassador for WomenTech Network. And a Customer Success Professional. I'm sure there is more things Bhavika is involved with and she is talking about various initiatives in this conversation.

We talk about: - customer success - embracing opportunities for learning - how exposure to various initiatives is valuable for personal development

Connect with Bhavika - https://www.linkedin.com/in/bhavikak/ Check out InCustomerSuccess - https://incustomersuccess.com/

View Details

In this episode, I am talking to Lisiane Ndong, Customer Success Manager at Searchmetrics and a Digital Marketing Lecturer at Pearson College London. Lisiane is passionate about sharing her marketing expertise with her clients, and for her teaching and customer success have lots in common. She is also dedicated to creating social media content that can teach life skills and marketing but also inspire women.

This is a conversation about: - our role models (Beyoncé, Michelle Obama, Sheryl Sandberg) - personal development journeys - the books that helped us along the way - the power of teaching and mentoring - personal development focus for 2021

The books we talked about: - Lean In by Sheryl Sandberg - Finding Your Element by Ken Robinson

Follow Lisiane on Linkedin https://www.linkedin.com/in/lisiane-ndong/ and Instagram @lisianendong

View Details

In this episode, I'm talking to Jo Massie, VP of Customer Success at Slido. She's leading support, success and cx teams for this widely known, ultimate Q&A and polling platform. As a long-term remote employee, Jo is sharing her experience on managing team, yourself and your career - remotely. One of the best tips I got from Jo is - declaring calendar bankruptcy. Maybe this is exactly what you need for 2021!

Connect with Jo on LinkedIn - https://www.linkedin.com/in/jomassie/

View Details

In this episode, I am talking to Katie Sloop, a Senior Customer Success Manager at Intelex. Katie has a career journey of continuous successes and promotions within Intelex. Her professionalism is unmatched and on various occasions 2 different clients have asked when Katie will be made CEO of Intelex. She is regularly rocking clients' feedback and her CSAT responses are of highest record. She is great colleague and a leader - and she definitely knows how to make clients happy.

We spoke about practical tips on being a great CSM: - practicing active listening - the art of taking notes - preparing for successful client engagements

Connect with Katie on LinkedIn - https://www.linkedin.com/in/katharinesloop/

View Details

I am talking to Diana de Jesus, Customer Success Leader and one of the 100 CS Strategists in 2020. Diana is also a creator of Keep the Customer - a blog dedicated to retaining customers. A leader, an influencer and - at least for me - the CS Queen of LinkedIn.

She's built her online presence and thought leadership during the last year, and today she is sharing her tips and strategies of creating content and building an online audience.

  • Where to start from?
  • What type of content to post?
  • How Often? How to engage with the audience?
  • And.....how to do it all alongside your day job and personal life? Diana is encouraging us to give it a go! She says: 'Whatever you have to share is super important. Everybody has their own story. Everybody has different things that they're passionate about, different perspective on things, and there's space for everyone to say something.'

So, let's get into this little masterclass of building your LinkedIn presence.

Connect with Diana on LinkedIn - https://www.linkedin.com/in/dianadejesus/

Check out: - The Customer Success Project - https://www.thecustomersuccessproject.com/ - Keep the Customer - https://www.keepthecustomer.com/ - Open Book of Customer Success - https://www.keepthecustomer.com/

View Details

In this episode I’m talking to Kay Mukherjee, Area VP of Customer Success and Renewals at Splunk.

Kay is sharing her beautiful stories of leadership and leading with authenticity, trust and kindness. She openly talks about her experience in imposter syndrome and how best to tackle it. I love our conversation and so many 'wow' moments and learnings from Kay’s stories. My favourite part is Kay sharing her biggest leadership dilemma and her motto of “choose being kind over being right”.

Connect with Kay on LinkedIn - https://www.linkedin.com/in/kaymukherjee/

View Details

In this episode, I am talking to Claire O'Regan, Director of Customer Success at Juro and a nominee for a Women of Legal Tech award!

Claire started her career at Google as a graduate, and then moved to the world of startups - building and scaling customer success teams. She started her current role at Juro in the midst of pandemic. How do you get to know your team completely remotely? How do you make sure you cater for your hires over Zoom meetings? Claire is sharing her experience and tips for a great remote onboarding.

We talked about: - Life at Google - Tips on great remote onboarding - the Customer Success Heroes

Follow Claire: - LinkedIn: https://www.linkedin.com/in/oreganclaire/ - Twitter: @CSMhero

Find out more about the Women of Legal Tech award - https://womenoflegaltech.eu/nominee/claire-oregan/

Check out Claire's upcoming webinar on Thriving in the Covid World: https://work.heytempo.com/webinar-looking-ahead-to-2021-covid-world?utm_source=speakers

View Details

In this episode I am talking to Elodie O'Rouke, Head of B2B Customer Success at The Financial Times.

Elodie has such a unique story and in this episode, she is sharing her journey from having a good career in a home-country to leaving her life behind, moving to a new country and building everything from the very beginning.

How does the career journey of an ex-pat looks like? What are the successes and challenges? And, how do you start building your career when you are overqualified, need to brush up the language and start fresh in a new industry?

Elodie has some amazing tips and insights from her own journey. My favourite learning is: 'Most of the time your best enemy is yourself, your lack of confidence and not believing enough in yourself.'

Connect with Elodie on LinkedIn: https://www.linkedin.com/in/elodieorourke/

View Details

In today's episode, I am talking to Daphne Lopes, the Manager of Customer Success at Hubspot. Daphne is such a driven lady on a mission, combining her scientific inquisitive mind with the impact of technology upon everyday life. She loves blogging, surfing, hiking, trail running and also - public speaking.

So, Daphne will be taking part in the virtual The Customer Conference in November - she's one of the panellists in the conversation about the future of CS industry.

Today, Daphne is sharing with us her story from science to customer success, and the career lessons she learnt along the way.

One of my favourite learnings is Daphne's message for aspiring leaders; Daphne says: 1. Get serious about your career - don't let it happen to you 2. Don't quit when it gets hard 3. Surround yourself with people that want to see you succeed

Check out Daphne's blog -http://www.daphnelopes.com/ Connect with Daphne:https://www.linkedin.com/in/daphnecostalopes/

View Details

In this conversation with Samma Hafeez, Senior Director at Insight Partners, we're tackling the topic of empathy in customer success. Samma is sharing hew views on empathy, what it is and what are some practical tools to help you practice empathy with clients.

And....Samma is also sharing her career story and tips on navigating bro culture and making yourself invaluable for your team.

One of my favourite learning from the conversation: "Being empathetic is showing up, actively listening, taking notes, asking open ended questions, giving clients the space to vent in air, how they feel, and taking it upon yourself to validate and reflect back what they're telling you."

Samma's book recommendation: Turn the Ship Around by L.David Marquet

Connect with Samma on LinkedIn: https://www.linkedin.com/in/sammaishaqhafeez/

Connect with Women in Customer Success: - LinkedIn - https://www.linkedin.com/company/womenincspodcast/ - Instagram - @womenincspodcast - Website - Womenincspodcast.com

View Details

In today’s episode, I am talking to Cybele Safadi, Customer Experience Team Lead at Betterment. She is also a coach - helping people connect with themselves, so they may learn how to show up authentically, and deliver quality work proudly.

Cybele describes herself as a highly sensitive person and we explored what does it mean and how does it manifest in a workplace. We also discussed the myth of perfectionism and how to deal with it; how to build a career around your values and using Linkedin to find a loving career. Finally, Cybele is teaching us how to develop your authentic online voice and present your personal brand.

One of my favourite learnings from this conversation is: 'Personal Branding can be really purposeful. You can create a voice that is totally you. And the best part of that is, you don't need to sell yourself. You just need to talk about your experiences. You're the expert on you. And people who are like minded, they will find you. You don't have to chase anyone. And they will reach out to you and they'll say hey, I want you to work on my team.'

Connect with Cybele on LinkedIn https://www.linkedin.com/in/cybelesafadi/ and follow her Instagram community for Highly Sensitive People @cybele.safadi.

The business role models Cybele admires are @ginagomez.co and @estherperel.

View Details

This is a conversation with Jill Favro Sawatzky - Vice President of Customer Success & Advocacy at Commvault. Jill is an executive with a broad experience of driving adoption through customer advocacy, having worked in some of the most world-renowned tech companies, such as IBM, Citrix and currently Commvault.

Interestingly, Jill is sharing her predictions for the future of Customer Success and the required skillset for successful CSMs.

So, this episode is for you if you are interested to hear about: 1) AI and the Future of Customer Success Industry 2) How to develop skills for the future 3) Combating impostor syndrome 4) Best time to get an executive coach

Jill is also recommending useful resources to help you develop your career: - The Customer Success Economy by Nick Mehta & Allison Pickens - The Confidence Code by Katty Kay

Connect with Jill: https://www.linkedin.com/in/jillsawatzky/

View Details

In today’s episode, I am talking to Minna Vaisanen, a customer success leader with the experience of leading international teams and living and working in seven different countries. Minna is a passionate customer success leader with the most recent role as VP of Customer Success at Pace Revenue Management.

With such a broad experience as an ex-pat, Minna is sharing some invaluable insights into building cross-cultural teams and leading in an international workplace. Of course, we also touched upon Scandinavians as Minna was sharing tips on earning trust, as well as getting familiar to know Middle Eastern's concept of time.

What else can you find in this episode? - How to lead multi-cultural teams - How to adopt leadership style in different cultures - How to build successful CS teams - How to create a learning culture in your team

Connect with Minna on LinkedIn: https://www.linkedin.com/in/minnajvaisanen/

Recommended resources by Minna: - The Mindset Book by Carol Dweck - Simon Sinek: Start with Why TED Talk - 30 Day Leadership by Nils Vinje

Connect with Women in Customer Success Podcast: - LinkedIn https://lnkd.in/d6g4ZED - Instagram @womenincspodcast - womenincspodcast.com

View Details

Today, I’ve had the most enjoyable conversation with Michal Harel, Senior VP of CS @Horizn. Apart of being absolutely cool and awesome, Michal is very passionate about building and managing global teams with high employees’ retention.

We talk about: - Michal’s career journey (including exciting stories!) - Challenges that women face in business - How to identify a talent

Connect with Michal on Linkedin: https://www.linkedin.com/in/michal-harel-3a7aab3/

Connect with Women in Customer Success Podcast: - LinkedIn https://www.linkedin.com/company/womenincspodcast - Instagram @womenincspodcast - womenincspodcast.com

View Details

In today's episode, I am talking to Shanta Bodhan, Customer Success Manager at SupplyShift.

We talk about: - How to leverage your background in starting a Customer Success career - How to lead cross-functional learnings about Customer Success - How to maintain your CSM happiness

Have you ever heard about your CSM happiness? What is it and how can you maintain it? Shanta says: ‘As long as you're walking into your role and you feel good about it, and you feel good about the company and you feel good about the company's mission, that really lends itself to happiness.’

Reach out to Shanta on Linkedin - https://www.linkedin.com/in/shanta-bodhan-mba-5297724/

Connect with Women in Customer Success on LinkedIn and Instagram @womenincspodcast

Reach out to us on womenincspodcast.com and suggest your role models that you'd like to hear on the show!

View Details

Today I'm talking to a remarkable Customer Experience leader - Maranda Dziekonski – currently Leading Customer Success and People Operations at Swiftly. She’s been named as top 100 Customer Success Strategist, 2018 & 2017 and through her thought leadership and speaking engagement, she’s continually inspiring generations of customer success professionals.

Maranda is unlocking the world of possibilities for Customer Success professionals as we are talking about:

  • Career path and internal recognition
  • What to look for in your next employer
  • Trends in post-pandemic workplace

My favourite learning is: 'A role that doesn't exist today could exist tomorrow, and you could be the one that creates it.'

Connect with Maranda: - Linkedin https://www.linkedin.com/in/marandaanndziekonski/ - Twitter @marandasays - Instagram @marandasays

For more information and conversation with amazing ladies, follow Women in Customer Success Podcast: - LinkedIn https://www.linkedin.com/company/womenincspodcast - Instagram @womenincspodcast - Website womenincspodcast.com

View Details

Today, I have a privilege of talking to Irit Eizips, CEO for CSM Practice, a global customer success management consulting firm. Some call her ‘CSM Guru’ as She’s consistently voted top Customer Success influencer and he has just been named a Top Global Customer Experience Thought Leader by Surveysensum. Irit is frequently featured as a speaker at conferences and Customer Success publications.

In today’s episode Irit is sharing her exciting career journey and strategies on getting the first CSM job.

So, what did we talk about?

  1. Transitioning into Customer Success industry - Where to start from, when transitioning to CS world - What is the good entrance into profession

  2. How to secure the interview for your first CS job

  3. What to say and what not to say at the interview

Connect with Irit on Linkedin: https://www.linkedin.com/in/eizips/

Check out CSM Practice YouTube Channel: https://www.youtube.com/csmpractice

CSM Practice Blog Posts: Customer Success Jobs - https://www.csmpractice.com/customer-success-jobs-covid-19

Customer Success Salary Best Practice - https://www.csmpractice.com/customer-success-manager-salary/

Irit's video on CSM job interview questions: https://youtu.be/DhPeTbnVA8U

Hope you find these links useful 😊

SPECIAL OFFER! CSM Learning and Certification by Rick Adams! For all the listeners of this episode, there is also a 30% discount for The Practical CSM Academy by Rick Adams, covering Full and Basic Membership levels.

DiscountCode: CSMPractice30 The discount code can be used at the standard checkout from this link: https://practicalcsm.com

Connect with Women in Customer Success Podcast on: LinkedIn https://www.linkedin.com/company/womenincspodcast Instagram @womenincspodcast Website womenincspodcast.com

View Details

Today I am talking to Sue Walsh, a Customer Success and Sales talent specialist, with more than 20 years of experience in recruitment. In recent years she focused on customer experience talent acquisitions. No surprise I wanted to hear Sue’s take on customer success job market: different types of roles, skills and salaries.

We also talked about job negotiation – how and if women negotiate their terms and salaries, how to know what you are worth and make the role work for you.

My favourite learning is Sue’s take on returning to work after career break. She says: ‘‘We need to ask what we're worth and stick to what we're worth and actually do reach for the stars because how else are you going to get there? And even if that doesn't work out that could give you valuable feedback as to what it is that you need to develop in order to be there.’

Connect with Sue on LinkedIn: https://www.linkedin.com/in/sue-walsh-34632b55/ and sue@boldwomen.co.uk.

To find out more about the Podcast, check https://www.womenincspodcast.com

View Details

In this episode, I am talking to Shirley Chapman – Senior Director of Customer Success at Pluralsight. She started her career as a teacher, combined that experience with leadership and technology to find herself in Customer Success Role. Still, teaching and coaching is at the very core of who she is. As previously with students, Shirley is now focusing on helping customers be the very best they can be.

We spoke about diverse backgrounds for customer success, listening to your customers, the power of mentoring and the art of receiving and asking for feedback in career development.

One of my favourite leanings is Shirley’s reference to her teaching strategies: "As a teacher, you need to know where you push people a little bit out of the comfort zone, where you might challenge them along and sometimes where you have to back off, and I think it's the same with customers as well. "

Connect with Shirley on LinkedIn - https://www.linkedin.com/in/shirlchapman

Recommended resources by Shirely: - Irit Eizips - CSM Practice Youtube channel - https://www.youtube.com/watch?v=Qm9AlpBBd2U

  • Expansion Sales by Erik Peterson and Tim Riesterer - https://www.amazon.co.uk/Expansion-Sale-Must-Win-Conversations-Customers/dp/1260462757

Follow @womenincspodcast on Instagram and LinkedIn and let us know your feedback and whom should we invite to the show.

To find out more about the Podcast, check https://www.womenincspodcast.com

The Expansion Sale: Four Must-Win Conversations to Keep and Grow Your Customers

View Details

In this episode I’m talking to Georgia Harrison – Director of Customer Success EMEA at Braze. She started her Braze journey as a Customer Success Manager, was promoted almost every year and progressed to CS leader of EMEA organisation. That’s a great story of internal promotions and career progression.

This episode is completely packed with Georgia’s practical strategies on career progression, leading teams and developing crucial skills. Also, if you wanted to know how to land a job on the spot, Georgia shares how she’s done it and how passion for technology can open the doors to Customer Success world.

My favourite learning of today is: ‘What's gonna make you stand out as a leader is your ability to understand what success looks like in different size companies with different maturities and having your own conceptual playbooks for them all.’

Connect with Georgia on LinkedIn:

https://www.linkedin.com/in/georgia-glanville-harrison-2334335a

Follow Women in Customer Success Podcast on LinkedIn and Instagram @womenincspodcast.

Subscribe and leave a review at Apple Podcast and get in touch on womenincspodcast.com.

View Details

Today I am talking to Sue Nabeth Moore – a remarkable lady whom I call a serial Customer Success entrepreneur - she is the founder of Success Track Enterprise, a CS consultancy company; and a co-founder of Customer Success Mastermind, a CS training and on-going career development program. Also, she is an absolute influencer in the field, being listed as an Influential Women in Customer Success by Gainsight. Wearing so many different hats, Sue is also juggling mentoring for two organisations, Canopy Coaching and Everwise and organises regular CS events and meetups in France and Europe.

This episode is dedicated to Diversity in Customer Success. Sue is the expert on the topic, having conducted the survey on the state of Customer Success in Europe. We are sharing survey results on gender gap, diversity and trends in salaries. Even more exciting, Sue is sharing some reasons for this gap and tips and tool on what we all can do to bridge the gap.

You will also hear about developing customer success skills through different certifications and development programmes, as Sue herself is a co-founder of Customer Success Mastermind where she provides focused professional development.

As this episode is recorded during the Covid19 lockdown, in the comfort of our own homes, we are talking about different ways of working moving forward, and how this situation can affect women in their CS careers.

You can find Sue at LinkedIn https://www.linkedin.com/in/sue-nabeth-moore-6470905/

Sue is the founder of Success Track Enterprise: https://successtrackenterprise.com, Co-Founder of Customer Success Mastermind: https://csmastermind.com

Mentorship:

Mentor for Canopy Coaching https://www.canopycoaching.co

Mentor for Everwise https://www.geteverwise.com

To find out more about the Podcast, check https://www.womenincspodcast.com

View Details

Kellie Lucas is a coach, mentor and an author of Customer Success Pioneer - a pragmatic handbook for anyone starting a journey into Customer Success. Her book was a finalist for the Best Business Book Award – Specialist Business Book – with the nomination being placed only four weeks after the book was published.

We talked about why she wrote the book, what was the motivation behind and the concept. The conversation also revealed that writing a book was a pioneering experience for Kellie and she’s talking about the behind-the-scene writing process and feedback on book publishing.

Kellie is teaching us fundamentals of customer success – relationships between people and businesses and the top skills for becoming an exceptional customer success manager – currently one of the most sought-after profession in the world. Being a coach, we’re fortunate to hear some of Kellies’ powerful coaching tools and the importance of customer success communities.

My favourite learning: ‘You can't coach anyone to do something that you feel that they should be better at. They have to recognize it and lead it and want to try to improve.’

Get a copy of Customer Success Pioneer book on Amazon https://www.amazon.co.uk/Customer-Success-Pioneer-months-journey/dp/1788600398/ref=sr_1_1?dchild=1&keywords=customer+success+pioneer&qid=1589895792&sr=8-1

Connect with Kellie on LinkedIn - https://www.linkedin.com/in/kellielucas/

Visit Customer Success Network - https://customersuccess.network/

Find more about Women in Customer Success Podcast, visit https://www.womenincspodcast.com/

The Customer Success Pioneer: The first 12 months of your journey into growth

View Details

Introducing Women in Customer Success Podcast - the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

In each episode, I am bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact.

You’re going to hear from the ladies who are on their own journeys and want to share their learnings and strategies with us. You’re going to have access to the experiences, tips and tools from the very best ones – the leaders of the industry. You’re going to be challenged to take actions. You’re going to hear about the ins and outs of customer success. You’re going to be inspired.

Are you a woman in customer success? Do you want to learn from other women in the industry? Are you only thinking about starting a career in customer success? I can assure you - you are at the right place and this podcast can help you.

To find out more about the Podcast, check https://www.womenincspodcast.com