CS School

Apr 11 2024

CS School Podcast artwork

Tired of overly niche customer success conversations that might as well be in a different language? CS School is the podcast that strips customer success back to basics. Tune in so you don’t zone out.
Ever wanted to have a full overview of how segmentation works in customer success? Check out CS School. Always wondered what the psychology behind CS is? Head to CS School. Wanna know the best way to tackle renewals? Find out at CS School.

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How to onboard a new Customer Success Manager | Jess Galenski, Apryse

Apr 11 2024 31 mins

Onboarding new CSMs is crucial for their success and the success of the company. In those first 90 days, you have the opportunity to establish the mold of your customer success team and determine its future.In this episode, we're joined by Jess Galenski, Director of Customer Success at Apryse, to discuss how she onboards her new Customer Success Managers to set them, and their futu

CSMs: The customer's guide to advocacy with Cristy Rahman

Mar 14 2024 35 mins

Most companies drop the ball when nurturing customers into passionate advocates. Advocacy is the real payoff. So, why are so many companies getting it wrong? For customer success specialist Cristy Rahman, CSMs are the customers' compass toward advocacy.In this episode, we dive deep into the vital role Customer Success Managers play in championing their clients and ensuring las

Redefining customer advocacy with Haig Kingston, OpenBlend

Feb 21 2024 23 mins

Do your customers rave about your brand to friends and colleagues? They should! Turning satisfied customers into loyal advocates is essential today. Yet most companies drop the ball when it comes to post-sale customer experience. In this episode, we’re exploring why customer success teams must radically shift their approach to spark organic advocacy and word-of-mouth marketi

Demystifying digital customer success with Alex Turkovic

Feb 07 2024 34 mins

Joining us on this episode of the CS School podcast is Alex Turkovic, Director of Adoption Programs (Digital Customer Success & Customer Education) at Snow Software. Alex and our host Grace delve into the fascinating confluence of digital customer success. This episode is a treasure trove of wisdom for anyone looking to demystify digital customer success and leverage it to its

Speaking segmentation | Kimberly Ayala, Akeneo

Jan 30 2024 39 mins

“How do I see tech touch coming into play? I see that it’s really going to make a difference, specifically, if you’ve got one customer who isn't going to respond well to a QBR, or who perhaps doesn't want a biweekly call. We need to make sure they’re engaged in other ways."Customer segmentation is an indispensable part of customer success. Without it, you can’t truly aim

Harmonizing the hustle between customer success and sales: Part 2

Nov 24 2023 37 mins

In the second installment of our podcast two-parter that inspects the relationship between customer success and sales, we had the pleasure of being joined this time by Taylor Hodges, the Global Head of Customer Success at JLL Technologies, who shared invaluable insights from their journey in customer success. Taylor revealed how JLL has ingeniously aligned their sales and customer

Harmonizing the hustle between sales and customer success: Part 1

Nov 08 2023 37 mins

Balancing your sales and customer success functions is crucial for any growing business seeking to drive revenue while delivering ongoing value. But there are ongoing questions that surround both customer success and sales functions: who’s responsible for revenue growth, customer outcomes, and new acquisition metrics, and how can C-suite leadership create alignment between t

Same goal, different playbook: CSM role variety across companies | Romiel Noumbissi

Oct 17 2023 33 mins

This one goes out to the people in the back: customer success is not monolithic. It’s all well and good talking about the ins and outs of the CSM role, but one size definitely doesn't fit all.CSM roles can vary wildly depending on the organization's priorities and business model. In some companies, CSMs are sales superstars who live and breathe renewals and upsells. But in other

How to perfect customer implementation | Deanna Sotolongo

Sep 26 2023 29 mins

The journey from a customer's first interaction with your product to their long-term success hinges on one crucial phase: customer implementation. It bridges a promising sales pitch and the tangible value a customer derives from your service. Deanna Sotolongo, Senior Implementation Manager at Catalyst, joins us on the podcast to provide us with a deep dive into the nuances of

Scaling customer success with community | Wes Gibson

Sep 11 2023 50 mins

Catalyst’s very own Scale Customer Success Manager, Wes Gibson, talks us through the significance of communities in relation to customer success scale programs. If you weren’t convinced about the value community brings to the table before this episode, rest assured you’ll be setting your own up in no time. Key discussion pointsWhy community is the backbone of Catalyst’