Second Acts chronicles the risky, exacting, and ultimately foundational shifts that propel SaaS businesses forward. Whether it’s expanding into new geos/segments/verticals, releasing adjacent product lines, devising the next set of GTM/monetization models and org structures, scaling up requires pursuing these (often tricky) transformations (read: Second Acts) all at once. Tune in every other Thursday as Chargebee’s co-founder and CEO, Krish Subramanian, sits down with senior founders and CXO ...
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The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Alex Turkovic
This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital CX. Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed. If you enjoy the ...
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Podcast about software and cloud
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Docurated is a Knowledge Management platform being adopted by leading companies like Acquia, Del Monte Foods, Gainsight, DigitasLBi, Havas, and The Weather Company. Docurated incorporates massive inputs and machine learning to consistently make the best evidence-based content recommendations to all employees for each specific situation.
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Featuring: * Recordings from Pulse events * The Customer Success Podcast: This podcast aims to uncover the stories, perspectives, and best practices around the leading Customer Success programs. Hosted by Allison Pickens(former Chief Customer Officer at Gainsight), she shares those stories alongside an all-star roster of special guests.
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Join host Thomas Lah as he discusses shifts in the ever-changing technology industry with tech executives, researchers, and thought leaders who share their experience and provide their perspective and data on what companies should do to stay relevant, be profitable, and succeed.
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The Hype is Real - the go-to podcast for SaaS enthusiasts, revenue leaders, and budding founders. Hosted by Laxman, the Co-founder, and CEO of Outplay, and Jared, the Co-founder of RevGenius. In Season 1, we talk to some big names in Gong, Clari, Gainsight, and 6sense. In Season 2, we speak to powerful women leaders across various roles who have taken the SaaS space by storm. Listen in as they speak about women's empowerment, diversity, impressive experiences, tips to succeed, & a lot more. ...
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B2B SaaS and Cloud founders, CEOs, and Go-To-Market operating executives share their journey as they scaled their business from $0M ARR to $100M and beyond. The guests share their insights on measurements of success, performance metrics, and benchmarks they use to guide and inform their decision-making and growth journey.Guests include founders and CEOs of amazing success stories such as LinkedIn, DocuSign, Marketo, Gainsight, Salesforce Commerce Cloud, ringDNA, InsightSquared, Cloudera and ...
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This is a podcast for people interested in building or designing tech products. At least once a week, I speak to product managers, product leaders, product marketers, UX professionals, and anyone else involved in product management and product delivery. Come and listen to some great conversations and get inspired! Listen on your favourite podcast app or on https://www.oneknightinproduct.com
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Host Dan Turchin, PeopleReign CEO, explores how AI is changing the workplace. He interviews thought leaders and technologists from industry and academia who share their experiences and insights about artificial intelligence and what it means to be human in the era of AI-driven automation. Learn more about PeopleReign, the system of intelligence for IT and HR employee service: http://www.peoplereign.io.
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CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
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Humans don’t think and act like computers. So why are you setting your CS strategy based solely on logic? Join Customer Success Expert turned Brain-based CS Leadership and Strategy Coach, Rachel Provan, each Wednesday as she pulls back the curtain on how to use Cognitive, Behavioral, and Evolutionary psychology to create positive influence with your customers, and your internal teams. So if you want to unlock customer-led growth, get buy-in from the C-suite, and skyrocket your career - this ...
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Join tech industry mavericks and thought leaders, Monica Enand & Sejal Pietrzak, as they share insights and tools from their personal playbooks as Founders, Tech CEOs, and Board Chairs. Conversations will explore strategies around leadership, navigating private equity, time boxing, micro and macro trends shaping the business landscape, and game-changing tech trends, such as AI and the need for transparency. Season One features guest Hasan Askari, private equity founder and managing partner o ...
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Welcome to GTM News Desk, the podcast where Nick Bennett and Mark Kilens bring you real talk backed by real action. Twice a month, we cut through the noise to deliver the essential resources, news, and expert takes you need to create impactful, People-first GTM motions. From trending topics to clickbait headlines, we sift through the clutter to highlight what truly matters in the world of B2B Go-to-Market. With nearly 25 years of combined experience working with top B2B brands like Drift and ...
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Square One unpacks the journey of founders, investors, and executives at the cutting edge of business. The conversations on the show dive deep into a variety of industries, business models, and the stories of how some of the most innovative companies of our time have been built.
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Welcome to The Support Automation Show, a podcast by Capacity, hosted by Justin Schmidt. We host conversations with leaders in customer or employee support who are using technology to answer questions, automate processes, and build innovative solutions to any business challenge.
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"This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in our hope to make the world a little more customer-centric.
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Season C - Ep. 6: Nick Mehta, CEO of Gainsight, on Creating a New Product Category + Past, Present, and Future of Customer Success
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Nick discusses early days of Gainsight and how they were able to build a new product category - Customer Success - that since has become inseparable from SaaS. BIO Nick Mehta has been Chief Executive Officer of Gainsight, a leading customer success SaaS platform provider since February 2013. Prior to Gainsight, he served as Chief Executive Officer …
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Reinventing the Future of Customer Success with Human-First AI (with Nick Mehta, CEO @ Gainsight)
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Nick Mehta is the CEO of Gainsight, a leading customer and product experience platform that aims to be the operating system for your customer journeys. He's a passionate advocate for Customer Success as a function and as a business strategy, an author of several books on the topic, and recently super-excited about the future of Customer Success in …
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Nick Mehta, CEO of Gainsight, On Building A Human-First AI Culture
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Nick Mehta is the legendary CEO of Gainsight, a leading company in the customer success space, where he's played a pivotal role for over 11 years, growing it into a powerhouse with over 20,000 customers and $100 million in ARR. Before Gainsight, Nick was a serial entrepreneur, having led LiveOffice until its acquisition by Symantec, and co-founded …
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Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
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In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and other strategies for customer success. They explore how storytelling, authenticity, and thoughtful use of technology can enhance customer experiences and build trus…
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William Osman On The Path To 500M+ YouTube views: From Engineering Experiments to Viral Videos
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William Osman is a prominent tech creator and inventive mayhem conjurer on YouTube, with over 3 million followers and nearly 200 videos that have collectively amassed over half a billion views. As the mastermind behind Open Sauce, a major creator community event that drew over 20,000 attendees, 500 exhibitors, and 150 celebrity creators, William ha…
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Jenny Wanger's Hot Take - Training Courses Are Useless If You Don't Engage Your Team Afterwards (with Jenny Wanger, Product Consultant & Coach)
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Jenny Wanger is a product consultant and coach who loves to educate PMs around the world and is doing just that with her product operations course on Reforge. Her hot take? Product leaders send their teams off for training but then don't do anything when they come back, and nothing changes. This leads them to question the value of the training, but…
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CELab - Ep 139 - Melissa Kruminas @ Docebo - Building Value-Led / Product-Supported Customer Education
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In the evolving world of business, customer education plays a crucial role in driving success. Yet, creating impactful, scalable programs can be challenging. Traditional methods often fall short, requiring innovative approaches to enablement and education. We’re joined by Melissa Kruminas, a global enablement leader, now at Docebo, where she focuse…
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Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
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Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing…
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Nike’s Strategy Flop, Hubspot’s AI Search Grader, & ICP Tips (with SalesIntel’s Manoj Ramnani)
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What can we learn from Nike’s last marketing pivot that failed? Is Hubspot’s AI SEO tool actually helpful? How do you define your ICP to be both people-first and fueled by data? These are the 3 big topics we’re tackling on this episode of GTM News Desk. We’re joined by SalesIntel’s CEO, Manoj Ramnani, who breaks down the importance of defining your…
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The Realities of the U.S. Job Market - What You Need to Know
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We would love to hear from you, send us a text! In this episode, host Monica Enand and co-host Ned Renzi dive into how tech giants like Elon Musk and Mark Zuckerberg are shaking up Silicon Valley with aggressive cost-cutting moves. We discuss Musk's downsizing at Twitter and Meta's pivot, focusing on what these changes mean for the workforce—especi…
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Pankaj Kedia, AI pioneer and VC @ 2468 Ventures, On The Fast Approaching Age of Abundance
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Pankaj Kedia has been a trailblazer across laptop PC, smartphone, and wearable products, having held leadership roles at Intel and Qualcomm over the last 3 decades. Now an active AI investor, advisor, mentor, and speaker, Pankaj founded 2468 Ventures in 2021 and has since made angel investments in such notable AI companies as Anthropic, Athena, Fig…
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84. Applying the AI First Mentality to Revenue Generation
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Are you effectively leveraging AI on your workflows? As Thomas continues the AI research journey, AI Use Cases for Generating Revenue, he reveals the power of AI in revenue generation. With TSIA’s latest paper, The Emerging 20, highlighting critical AI use cases, Thomas is on a mission to show how AI is a game-changer for businesses today. Joining …
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In this Second Acts episode, Krish speaks with Lithic’s co-founder and CEO, Bo Jiang; who breaks down how Lithic (a fast-scaling, B2B infrastructure play in the card issuing space) came about as a compelling second act while running a cash-efficient, B2C startup. Bo: “Infrastructure businesses tend to trend as being horizontal vs verticalized busin…
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Helping Sells - Mastering the Art of Consultative Customer Success
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Send us a Text Message. Have you ever struggled to get customers to see things your way, even when you know you're right? The problem might be that you're up against some powerful cognitive biases that impact how people process information and make decisions. In this eye-opening episode, Rachel chats with Dan Smaida, author of "The Psychology of Ad…
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Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067
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In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer int…
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Josh Allan Dykstra, Founder of The Work Revolution, On Finding Work You'll Love
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Josh Allan Dykstra is a polymath and TEDx speaker who has made significant contributions as a published author, musician, and CEO. As a sought-after coach on the future of work, Josh has collaborated with industry giants like Amazon, Microsoft, Apple, and Chanel. He founded The Work Revolution, an organization dedicated to creating energy-based wor…
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Rina Alexin's Hot Take - Our Stakeholders Are Just Doing Their Jobs & Product Managers Need To Understand Them Better (with Rina Alexin, CEO @ Productside)
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Rina Alexin is the CEO of Productside, a leading product training and consulting company (formerly known as The 280 Group). Rina is passionate about furthering the craft of product management around the world. Her hot take? Product managers complain about stakeholders, but they're just doing their jobs and we need to spend some of our energy on und…
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We would love to hear from you, send us a text! Georgianna Moreland - Executive Producer | Managing Editor; Matt Stoker - EditorGeorgianna Moreland による
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CELab - Ep 138 - Michele Wiedemer - The Learner-Centered Design Model - Part 2
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In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and exp…
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Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
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In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving…
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Manu Kumar - The Visionary Behind Unicorn Ventures
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We would love to hear from you, send us a text! Get ready for an eye-opening episode as Monica teams up with guest host Ned Renzi to dive into the world of venture capital with Manu Kumar of K9 Ventures. Discover how Manu's unique philosophy of solving his own problems has led to an impressive track record, with seven unicorns emerging from just ov…
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Zero-Click Content, Meta’s AI Characters, & 2024 Content Marketing Stats (with Sparktoro’s Amanda Natividad)
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How is content marketing changing in 2024?? What is up with the Meta custom AI characters? How do you make effective zero-click content? Those are the 3 big topics we're covering today, on GTM News Desk. And we're joined by Amanda Natividad, VP of Marketing at Sparktoro, to share her expertise on zero-click content. (She coined the term, after all)…
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83. The Hard Truth About Mastering Change Management
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In this episode of TECHtonic, Thomas Lah welcomes Dr. Jessica Kriegel, Chief Scientist of Workplace Culture at Culture Partners. In light of today’s rapid shifts in technology business models, the conversation addresses head-on the challenges of change management. Jessica shares her insights on why traditional approaches fail, the importance of con…
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Episode 3: Allison Pickens, The New Normal Fund
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In this Second Acts episode, Krish speaks with The New Normal Fund’s founder and GP, Allison Pickens; who draws on her time as the former COO of Gainsight and her work with several remarkable (pre-seed to pre-IPO) SaaS companies, to illuminate some of the foundations (across people, product, and GTM) necessary for scaling up. Allison: “If you put… …
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Onboard Yourself Like a Leader - The Ultimate 30-day Checklist
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Send us a Text Message. Are you starting a new CS leadership role and feeling overwhelmed? Do you want to make a great first impression but don't know where to start? Jump into this episode to discover a step-by-step guide for onboarding yourself in a new CS Leadership role. Learn how to prioritize tasks, build relationships, and how to set yoursel…
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The Four Pillars of Digital Customer Success | Episode 065
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In this solo episode, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS. Join me as I walk you through the four pillars: Customer Journey Data Automation Content Chapters: 01:05 - …
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Silvio Savarese, EVP Salesforce, From Ivory Tower to Corporate Labs: The Real Challenges of AI Development
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Silvio Savarese is a pioneer and AI research lead with the AI research team at Salesforce, one of the largest and most influential enterprise software companies globally. Before joining Salesforce in 2021 as Executive Vice President and Chief Scientist, Silvio spent nearly 11 years in academia at Stanford, where his research focused on robotics, ma…
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Ep 137 – Michele Wiedemer - The Learner-Centered Design Model - Part 1
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In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and exp…
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Season C - Ep. 5: Rob Belcher, Managing Director at SaaS Capital, on Non-dilutive Debt for SaaS Companies
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Rob discusses the benefits and typical terms of Venture debt. BIO Rob is the managing director SaaS Capital, a financial institute that offers debt-based growth financing as alternative, non-dilutive capital for SaaS companies. Prior to SaaS Capital Rob held senior executive roles at Lighter Capital, an alternative lender to small technology compan…
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Andy Walters' Hot Take - We’re Soon Going to be Living in an AI-Assistant-First World (with Andy Walters, CEO @ Emerge Haus & Generative AI Expert)
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Andy Walters is a long-time consultant who has recently focused his consulting work on supporting companies with GenAI adoption with his new firm, Emerge Haus. His hot take? Within the next few years, we're going to be moving to an AI-assistant-first operating model, and we can't stop it. There are too many financial incentives, but it might actual…
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Anti-Aging Medicine with Dr. Anique Bryan - A $600 Billion Industry
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We would love to hear from you, send us a text! In today's episode of Masterstroke, we dive into the troubling decline in U.S. life expectancy and how society's view of aging affects us all. Hosts Monica and Sejal, along with Dr. Anique Bryan, a leading expert in anti-aging and regenerative medicine, uncover secrets to boosting your longevity and q…
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AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064
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In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer con…
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Funnel Strategy, SEO, & Acquisition News (with Gainsight’s Nikki Engel)
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What is there to know about PathFactory’s acquisition of UberFlip? How do you design a people-first marketing funnel? Where is the future of SEO headed with Google’s latest updates? Those are the 3 big topics we’re covering on this episode of GTM News Desk. And we’re joined by Gainsight’s Director of GTM Strategy & Customer Education, Nikki Engel, …
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Armen Berjikly, CTO @ BetterUp, On Using AI to Unlock Human Potential
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Armen Berjikly is a serial entrepreneur and the recently appointed CTO at BetterUp, a human transformation platform founded in 2013 that employs over 3,000 coaches to help individuals achieve greater clarity, purpose, and passion through expert guidance. Before joining BetterUp, Armen co-founded Motive, which was later acquired by BetterUp, and Ken…
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Bjarte Rettedal's Hot Take - AI Models Should Be Under Public Ownership or Completely Transparent (with Bjarte Rettedal, UX Designer)
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Bjarte Rettedal is a photographer-turned looking to take his interest in behavioural economics and systems thinking and pursue a career in UX design. His hot take? AI models should be under public ownership or at the very least fully transparent. We don't let people release supplements or medicines without extensive testing, so why are we OK with s…
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82. Practical Ways to Unlock Revenue Growth with AI
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The transformative potential of AI in the technology industry is driving companies focus on growth without significantly increasing their sales and marketing spend. Thomas speaks with Brent Grimes, CEO of Reef.ai, about how to efficiently drive revenue growth by introducing AI into the process. Brent shares the journey of Reef.ai and its aim to pre…
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Episode 2: Brendan Schwartz and Chris Savage, Wistia
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In this Second Acts episode, Krish is joined by Wistia’s co-founders, Brendan Schwartz and Chris Savage, as they thoughtfully recount lessons from a path-altering decision (buying out their investors) in Wistia’s exemplary, 18-year history. Brendan: “The other thing that’s surprising is, how hard and how much work it is to build great software at s…
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Gainsight's Easton Taylor on the Power of Human-First Leadership
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Send us a Text Message. Are you struggling to balance business results with employee well-being? Do you wonder how to create a high-performing team while treating them with humanity? It's time to explore the transformative impact of human-first leadership in customer success. Join Rachel Provan as she sits down with Easton Taylor, SVP of Customer S…
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Thomas Otter, Venture Capitalist, On How One Good Decision Made Him The Accidental HR Tech Pioneer
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Thomas Otter joined Acadian Ventures in March 2022 as a General Partner. Prior to Acadian, he advised companies such as Workday, Ultimate Software, Personio, and Unit 4, and collaborated with private equity and growth equity firms like Warburg Pincus, Scottish Equity Partners, PSG, and Goldman Sachs on M&A, strategy, negotiations, and diligence. He…
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Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
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RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success t…
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Greg Prickril's Hot Take - AI is going to change everything for Product Managers (with Greg Prickril, B2B Product Management Coach, Consultant & Trainer)
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Greg Prickril is a B2B Product Management coach, consultant and trainer who has gone all-in on AI and is bullish about the impact that he thinks it'll have on product management. His hot take? AI is going to change everything about product management. It's going to mean fewer jobs are required to deliver products, but it also opens up opportunities…
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TSIA Takes: Gainsight on How to Redefine Customer Success
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On this episode of TECHtonic, Thomas asks hard questions about the shifting landscape of customer success with Nick Mehta, CEO of Gainsight. Inspired by a provocative chapter in Frank Slootman's "Amp It Up" that questions the necessity of customer success, Thomas and Nick explore the current debates and future directions of this critical business f…
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Ep 136 - Mini - Who's Going To Arrest Me When I Get My Certification Program Wrong?
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Certification - it's a challenging and sometimes contentious topic for Customer Education professionals. At CELab, we hear this question come up quite a lot. Chances are good that you may be asked to create a certification, or decide that you want to offer one. So how do you get started? Should you even be trying to build such a program? In this "m…
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Season C - Ep. 4: Tracy Eiler, CMO at OpenSesame, on Changes in SaaS Marketing
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Tracy discusses changes in marketing over the past several years and the first things she did after joining OpenSesame as CMO. BIO Tracy Eiler has driven marketing strategy for companies with a variety of revenue models including freemium, high velocity/small business, mid-market, enterprise, and OEM. She has start-up, public company, and M&A exper…
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Demand Gen, Video Ads, and Network Development Reps (with Movable Ink's Justin Keller)
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What are Google's surprising findings on video advertising? What is a Network Development Representative role (NDR)? What frameworks can elevate demand generation strategies? Those are the 3 big topics we’re covering on this episode of GTM News Desk. And we’re joined by Justin Keller (you know him from Terminus, Drift, and now Movable Ink) to share…
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Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062
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Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conver…
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Conversational Intelligence - Enhancing Leadership and Innovation
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We would love to hear from you, send us a text! Unlock the secrets of fostering trust and innovation through the power of Conversational Intelligence (CIQ) with our latest guest, workplace strategist and holistic executive coach, Marla Teyolia. In this episode of MasterStroke Monica and Sejal discuss with Marla the groundbreaking CIQ framework deve…
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Bernard Marr, Author & Futurist, On How to Use Generative AI to Get Ahead In Your Career
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Bernard Marr is a world-renowned futurist, influencer, and thought leader in the fields of business and technology. With a passion for leveraging technology for the good of humanity, Bernard is a bestselling author of over 20 books, writes a regular column for Forbes, and advises and coaches many of the world’s best-known organizations. Boasting a …
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May Wong's Hot Take - Product Management is a Team Sport (with May Wong, Product Operations Consultant & Coach)
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May Wong is a product operations consultant and coach who also runs ProductTO, an in-person product management meetup in Toronto. Her hot take? Product management is a team sport, and too much product management literature focuses on what the product manager should do, not what the team should do. If you'd like to appear on Hot Takes, please grab a…
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81. Connecting the Dots: How Technology Providers Prove Their Business Value
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Join Thomas Lah and Chad Quinn, CEO of Ecosystems in an engaging episode of the TECHtonic podcast. Chad shares his insights on helping technology providers prove the business value of their solutions through Ecosystems' collaborative web platform and AI-driven tools like ViViEN, the Virtual Value Engineer. Discover how focusing on common objectives…
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