In this episode, Morgan Courtney, Director of Customer Success at Taskrabbit, discusses working from a place of empathy, the methodology behind her recruitment mindset, and the importance of “dogfooding.”

In this episode, Jay Nathan, EVP & Chief Customer Officer at Higher Logic, discusses the proper mindset to scale customer success, the challenges of counting on customer relationships, and his homegrown customer success community, Gain Grow Retain.

In this episode, Eran Ashkenazi, Chief Customer Officer at SentinelOne, discusses the importance of maintaining gratitude for the customer, the challenges of prioritizing customer success within an organization, and the pitfalls of being too scrappy with tools.

Welcome to CS, No BS: Your practical playbook for delivering net revenue retention…the holy grail of customer growth. On this season of the podcast, we’ve talked to some of the brightest minds and key voices in Customer Success. Today we’re bringing you a bonus episode where our recent guests spotlight the biggest BS in CS and share how to overcome it.

In this episode, Kerri Brown, Head of Customer Success Strategy Execution at SAP discusses the importance of staying curious, promoting an internal common language to support changes within an organization, and how leveraging Totango has helped to exceed her customers' expectations.

In this episode of CS No BS, Shona Fenner, Sr. Customer Success Operations Manager at PetDesk discusses shifting from an account management model to customer success, the importance of staying curious, and the secret sauce behind the customer success paradox.

In this episode of CS No BS, Maranda Dziekonski, Chief Customer Officer at Swiftly discusses the importance of finding your inner voice and advocating for yourself, the benefits of geeking out on standard operating procedures, and the best way to build a CS team from scratch.

In this episode of CS No BS, Brent Cogswell, Head of Customer Success at Schneider Electric, discusses the difference between customer success and customer support, and shares how to harness data for a more proactive approach to avoid problems and enhance outcomes. Brent also highlights the benefits of “failing fast” and making the most of it.

Guy Nirpaz talks about defining, viewing and improving the customer journey as a product, where companies looking to do so should begin in order to find success, and the importance of optimizing for the speed of learning when looking to scale your business. Guy also addresses the biggest changes in customer success to date and how Totango comes in to save the day.

Let’s face it, customer success is full of it. If you work in CS, you know there’s a lot of fluff and nonsense out there.  But you don’t need any more generic advice about putting the customer first or how to run a QBR. You need practical, real world tips to help you solve the problems you’re facing right now. In this podcast, Totango COO and President Jamie Bertasi talks to the top CS leaders in the world about the strategies and tactics they’re using to drive results. No nonsense, just a practical playbook for delivering net revenue retention, the holy grail of customer growth. Welcome to CS No BS. Powered by the team at Totango.