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Welcome to Scale Tale, the podcast that takes you on an exciting journey through the world of customer success. Let’s go beyond theory and explore real-life case studies and examples, unveiling the strategies that drive sustainable revenue growth for businesses. Have you ever wondered how top CS leaders achieve remarkable success? We'll reveal their tactical tips and insider secrets, empowering you to supercharge your CS strategy. From building customer-centric cultures to measuring success ...
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Is Customer Success Becoming Sales? w/ Jason Noble
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Despite Customer Success function being the key to customer retention and business growth, it has often been looked upon as a cost center. With efforts to commercialise customer success, the narrative turning Customer Success into Sales comes into the picture. Jason Noble, VP Global Customer Success at Vinli and the co-host of "The Jasons Take On" …
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Understanding Escalation Management with Parker Chase Corwin
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Despite our best efforts at keeping our customers at ease, it may so happen that the customers may not be fully delighted. Understanding, managing, and fulfilling customer expectations needs our proactive approach as CSMs. In this episode, Parker Chase-Corwin joins Mausmi Ambastha, our host to discuss one of the most critical aspects of customer ma…
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Revenue-centric customer success culture w/ Maranda Dziekonski
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CS is evolving, with a push towards revenue. While focusing on nurturing the customer relationship, CSMs are now tasked with making sales. Balancing the art of creating an excellent customer experience along with revenue generation is a herculean task. Maranda Dziekonski, SVP, CS & Ops at Datasembly, joins Mausmi Ambastha,on this episode of the Sca…
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5 Costly Customer Success Mistakes ft. Markus Rentsch
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To build the foundations of a business focused on growth and sustainability it’s essential to learn why customers pack their bags and how every departure holds a lesson for your business. Markus Rentsch joins Mausmi Ambastha on The Scale Tale Podcast this week to discuss how onboarding can make or break the value of your product for each customer, …
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Professional Education in Customer Success w/ Vijay Mehrotra
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Today leaders are keen on ensuring customer value. Customer Success plays a pivotal position in the customer-centric software industry. If you are eyeing a career shift in CS or are just looking to simply honing your customer success acumen, this episode is a goldmine. Vijay Mehrotra, who's at the forefront of customer success education at the Univ…
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What an Ideal Customer Success Platform Must Look Like ft. Wyeth Goodenough
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Most CS platforms are designed for post-sales customer journeys. But, CS begins early-on in the life cycle of a customer journey. CS platforms aren’t equipped to support customers during the entire customer journey. But what if they could? Imagine empowering your CS team with one platform for all customer needs. Super right? That’s what Mausmi Amba…
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How to Spot Bad-Fit Customers in a SaaS Business ft. Anita Toth
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Bad-fit customers are that troublesome segment that often leaves us scratching your heads about what to do. Customers who are not well-suited or aligned with the products, services, or values of your business can prove catastrophic for your bottom-line. Hence, identifying and managing bad-fit customers is important to maintain a positive customer-b…
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Aligning Sales, Revenue and Customer Success ft. Alex Farmer
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The customer-facing teams work in silos. This results in misaligned expectations between teams. Result? The customer feels lost. In this episode of the Scale Tale podcast, Mausmi Ambastha complaints to Alex Farmer CRO, Nezasa, as a CSM about - Misaligned expectations between Sales and CS - Ownership of the customer - How can CSMs be monetarily comp…
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Customer Success Metrics That Actually Matter ft. Rick Adams
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As CSMs, it gets harder to put a label on our efforts when we aren’t able to justify quantitatively. Sure, metrics help us do that, but, the knowledge of applying these metrics is not something many of us have decoded. That’s why we have Rick Adams with us in this episode. Rick walks us through different metrics and their practical use cases for re…
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Importance of Documentation and Its Impact on CS Operations w/ Rachel Baker
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Can you imagine 2 CSMs managing the load of 30-40 customers? Impossible to fathom right? Here’s where the power of documentation comes into play. Documentation is often overlooked. However, a well-structured and up-to-date documentation infrastructure can become the backbone of how smoothly operations run in your business. Rachel Baker, Senior CSM …
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How To Nail Upselling In Customer Success w/ Rachel Provan
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One of the biggest challenges in Customer Success is aligning goals and expectations. Many Customer Success Managers (CSMs) feel uncomfortable with upselling because they have misconceptions or haven't been properly taught. Rachel Provan joins Mausmi Ambastha, Co-Founder, ZapScale to share insights on how CSMs can approach upselling with compassion…
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Avoiding Mistakes That Derail Early-Stage Startups w/ Irit Eizips
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Right from validating the idea to providing exceptional value to customers, every startup goes through different phases of the startup journey. In this episode of The Scale Tale Podcast, Irit Eizips, the world-renowned expert in Customer Success joins Mausmi Ambastha on the podcast to share the roadmap every SaaS startup must follow and highlight t…
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Crafting Your Online Presence in Customer Success w/ Ashna Patel
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Cultivating an online presence opens the gateway to a realm abundant with opportunities. In an insightful conversation, Ashna Patel, a prominent figure in Customer Success, known for her robust online presence, joins forces with Mausmi Ambastha, Co-Founder of ZapScale. Together, they dice into the significance of constructing a personal brand and n…
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Mastering the art of customer journey mapping w/ Mike Sasaki
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A true customer-centric company strives to know the needs of their customer at every stage of their journey. Identifying various touchpoints the customer has to go through help identify and solve problems together, increasing the chances of having delighted customers. Mike Sasaki, VP CS, Emburse joins Mausmi Ambastha, co-founder ZapScale to share h…
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Mastering Customer Success Metrics for Early Stage Startups w/ Donna Weber
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Donna Weber, the world renowned Customer Onboarding Expert and author of the book "Onboarding Matters" joins Mausmi Ambastha, co-founder of ZapScale and the host of the Scale Tale Podcast to share her wealth of expertise and provide valuable insights into measuring and addressing the cost of customer onboarding. Together, they discuss the importanc…
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How To Successfully Drive Customer Centric Onboarding w/ Clay Telfer
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In the first episode of Scale Tale: The Customer Success Podcast, Mausmi Ambastha (Co-Founder ZapScale) dived into 2 very essential topics with Clay: helping customers define success and planning the entire onboarding experience around their success. As businesses, we often make certain assumptions about what success means for our customers. We hav…
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Trailer: Scale Tale - The Customer Success Podcast
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Scale Tale is a podcast by ZapScale which is focused on exploring the world of customer success and discovering the strategies that lead to sustainable revenue growth for businesses. The podcast is all about sharing insights, experiences, and tips from the field of customer success, with a focus on uncovering the secrets to growth. Our main objecti…
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Prioritizing Customer Success in the Zero to One Journey w/ Jarvis Harris
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In this episode of Scale Tale: The Customer Success Podcast, our host Mausmi Ambastha is joined by a very special guest - Jarvis Harris, Chief Customer Officer at ScholarPath. Jarvis presents a strategic framework consisting of five essential steps for early-stage start-ups to emphasize customer success, even in the face of limited budgets, resourc…
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Driving Early Stage Startup Growth Through Customer Success w/ Angela Guedes
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The role of a founder of a SaaS start-up is like the one of a leader in an unknown terrain. Founders typically know the product best and can provide high-touch, personalized support that early customers need. Learning to prioritize scaling through one-on-one interactions with customers is crucial in early days. In this episode of The Scale Tale Pod…
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