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Scale Tale - The Customer Success Podcast
ZapScale
23 episodes
4 days ago

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 and forging long-term relationships, we'll guide you through the essential steps for creating a thriving customer base.
 
Join Mausmi Ambastha, a 2X SaaS founder (currently Co-Founder of ZapScale), as she sits down with seasoned experts in the field of Customer Success to discuss real-world challenges and triumphs of CS. 

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Management
Business
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All content for Scale Tale - The Customer Success Podcast is the property of ZapScale and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

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 and forging long-term relationships, we'll guide you through the essential steps for creating a thriving customer base.
 
Join Mausmi Ambastha, a 2X SaaS founder (currently Co-Founder of ZapScale), as she sits down with seasoned experts in the field of Customer Success to discuss real-world challenges and triumphs of CS. 

Show more...
Management
Business
Episodes (20/23)
Scale Tale - The Customer Success Podcast
Customer Success Challenges While Scaling Up W/ Parul Bhandari
Have you ever wondered what challenges customer success managers (CSMs) face, especially when companies focus solely on sales? In this episode, we dive into one of the biggest issues CSMs encounter – the early lack of focus on essential business fundamentals.In this episode, we’re joined by Parul Bhandari, an experienced customer success leader, who shares insights on how early oversights can lead to major challenges for CS teams down the line. About Parul Bhandari:Parul Bhandari is a sk...
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10 months ago
29 minutes

Scale Tale - The Customer Success Podcast
How To Create A Positive Impact As A Customer Success Manager w/ Jeff Mar
How do you make meaningful connections in customer success? Do you really need a mentor, and if so, how do you find one? We answer all these questions in this exciting episode of our podcast!Join us as we sit down with Jeff Mar, co-author of an insightful book on customer success. In our conversation, Jeff shares his journey in the industry, his experiences, and how he built a supportive network that fosters growth and learning.About Jeff MarJeff is a principal customer success manager at Lin...
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11 months ago
29 minutes 9 seconds

Scale Tale - The Customer Success Podcast
Tactics To Decrease Churn And Expand Revenue w/ Peter Armaly
In the 20th episode of Scale Tale, Mausmi Ambastha is joined by customer success expert Peter Armaly for a deep dive into the true essence of CS leadership.Why should you tune in? ✅ Peter shares insights on the must-have skills for CS leaders✅ Walk away with actionable strategies to level up your CS leadership✅ Learn how to motivate your team to go the extra mile in delivering exceptional customer experiences.______________________________________________________________________1:45 - Introdu...
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11 months ago
32 minutes 3 seconds

Scale Tale - The Customer Success Podcast
Can Advocacy Generate Revenue w/ Christian Jakenfelds
No doubt about the fact that Net Revenue Retention (NRR) is vital, but it overlooks a crucial aspect of customer value: advocacy. Imagine a customer so thrilled with your product that they enthusiastically refer others. Despite this, customer success teams often don’t get the recognition they deserve for this kind of advocacy-driven growth. Even if they hit their NRR targets, they might still face downsizing, simply because their contributions to generating new business through customer ...
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11 months ago
31 minutes 36 seconds

Scale Tale - The Customer Success Podcast
Is Customer Success Becoming Sales? w/ Jason Noble
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" Podcast Series joins Mausmi Ambastha, Co-Founder of ZapScale to discuss the future of customer success in a more commercial function focused o...
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1 year ago
34 minutes 11 seconds

Scale Tale - The Customer Success Podcast
Understanding Escalation Management with Parker Chase Corwin
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 management: handling escalations. With over 20 years of experience in customer success, Parker shares his insights into the complexities of...
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1 year ago
37 minutes 53 seconds

Scale Tale - The Customer Success Podcast
Revenue-centric customer success culture w/ Maranda Dziekonski
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 Scale Tale Podcast to discuss how the future of CS is beyond support & success of the customer and how it leads revenue-generating activit...
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1 year ago
34 minutes 31 seconds

Scale Tale - The Customer Success Podcast
5 Costly Customer Success Mistakes ft. Markus Rentsch
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, the pitfalls of bad fit customers, and the societal shift towards unsustainable business growth models, bridging the gap between what customers need...
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1 year ago
39 minutes 27 seconds

Scale Tale - The Customer Success Podcast
Professional Education in Customer Success w/ Vijay Mehrotra
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 University of San Francisco, joins Mausmi Ambastha on this episode of The Scale Tale Podcast to discuss how SaaS companies can harness customer data...
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1 year ago
30 minutes 54 seconds

Scale Tale - The Customer Success Podcast
What an Ideal Customer Success Platform Must Look Like ft. Wyeth Goodenough
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 Ambastha and Wyeth Goodenough chat about on this episode of the Scale Tale podcast.Join in to learn about the importance of health scorin...
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1 year ago
35 minutes 57 seconds

Scale Tale - The Customer Success Podcast
How to Spot Bad-Fit Customers in a SaaS Business ft. Anita Toth
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-business relationship and ensuring that business resources are effectively utilised. In this episode of the Scale Tale Podcast, Mausmi Ambastha host...
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1 year ago
43 minutes 13 seconds

Scale Tale - The Customer Success Podcast
Aligning Sales, Revenue and Customer Success ft. Alex Farmer
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 compensated for their efforts?- Should CS have a quota just like Sales does?Timestamps0:00 - Preview & Intro2:49 - Difference in ...
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1 year ago
43 minutes 34 seconds

Scale Tale - The Customer Success Podcast
Customer Success Metrics That Actually Matter ft. Rick Adams
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 real-life scenarios.Timestamps0.00 - Introduction09:25 - Customer Satisfaction (CSAT)16:30 - How often should we measure CSAT?21:10 - Churn/Renewal R...
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1 year ago
52 minutes 41 seconds

Scale Tale - The Customer Success Podcast
Importance of Documentation and Its Impact on CS Operations w/ Rachel Baker
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 at Rimsys, joins our host Mausmi Ambastha, Co-Founder of ZapScale to bring to light an important aspect of the smooth CS operations at he...
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2 years ago
33 minutes 27 seconds

Scale Tale - The Customer Success Podcast
How To Nail Upselling In Customer Success w/ Rachel Provan
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 and a genuine desire to help customers through upsells. Mausmi and Rachel discuss:01:28 - Rachel's journey from acting to CS05:32 - Shou...
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2 years ago
36 minutes 40 seconds

Scale Tale - The Customer Success Podcast
Avoiding Mistakes That Derail Early-Stage Startups w/ Irit Eizips
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 the key mistakes that they must avoid to have sustainable business growth.Timestamps00:00 - Introduction to Irit07:37 - Key items of focus for early...
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2 years ago
39 minutes 18 seconds

Scale Tale - The Customer Success Podcast
Crafting Your Online Presence in Customer Success w/ Ashna Patel
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 nurturing a network on LinkedIn.Ashna delves profoundly into the pivotal aspect of forging a potent online presence, offering a glimpse into her own...
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2 years ago
32 minutes 1 second

Scale Tale - The Customer Success Podcast
Mastering the art of customer journey mapping w/ Mike Sasaki
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 his insights on creating a customer journey map to limit hand-off friction and retain and grow customers with limited resources. Time...
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2 years ago
32 minutes 12 seconds

Scale Tale - The Customer Success Podcast
Mastering Customer Success Metrics for Early Stage Startups w/ Donna Weber
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 importance of 04:15 - Key CS metrics for early-stage companies10:00 - How to align CS metrics with business goals15:47 - Measuring the cost of customer onbo...
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2 years ago
36 minutes 21 seconds

Scale Tale - The Customer Success Podcast
How To Successfully Drive Customer Centric Onboarding w/ Clay Telfer
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 have our own goals and metrics, but it is essential to take a step back and let our customers define success on their own terms. When we have a b...
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2 years ago
34 minutes 56 seconds

Scale Tale - The Customer Success Podcast

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 and forging long-term relationships, we'll guide you through the essential steps for creating a thriving customer base.
 
Join Mausmi Ambastha, a 2X SaaS founder (currently Co-Founder of ZapScale), as she sits down with seasoned experts in the field of Customer Success to discuss real-world challenges and triumphs of CS.