Women in Customer Success Podcast

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!

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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

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

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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

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

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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

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!

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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

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

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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

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!

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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

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

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

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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

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!

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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

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!

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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

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

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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

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!

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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

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!

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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

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!

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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

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!

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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

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!

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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

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

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.

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

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.

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

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.

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