46:13

The path to revenue retention with Emilia D'Anzica, Founder @Growth Molecules

52:10

Getting people to care about your SaaS product with Anthony Pierri, Co-founder @FletchPMM

03:15

Check-In: We're grateful for SaaS Therapy

27:51

We're grateful for CSMs! With Tyler Rogers, Sr CSM @ BrainStorm

06:36

Check-In: Learn from Tesla about customer engagement

52:12

The LMS dilemma & why it fails with Maria-Manning Chapman @TSIA

51:51

Why EQ is important in SaaS with Jenelle Friday, Founder @lionheartcs

06:16

Recap: Why SaaS companies struggle with CX

48:22

The role of brand promise in CX with Andrew Carothers, CX Leader @Cisco

31:34

Spooky insights: What we learned from surveying CSMs

44:19

Metrics, KPIs & health scores with Matthew Collier, former CCO @Pluralsight

36:47

Effective training: Why 80% of users prefer to watch a video

45:20

CX is the delivery of your brand with Dwayne Grant, VP of CX @ Evercommerce

44:14

A candid conversation with Mark Sunday, former CIO @ Oracle

08:31

Recap: Understanding 1 way and 2 way doors

35:25

Panel: Doing more with less in CS, with Utah CS experts

34:41

How emotional intelligence gets you longer-term customers

31:37

End of Season 2: Highlights of our favorite episodes

31:01

Balancing digital and human-led onboarding

50:00

Rebranding L&D: From learning to performance with Kevin Alster, Head of Synthesia Academy

43:21

Driving change & adoption in SaaS

03:03

Check-In: Focus on the next right step

48:08

Tailoring customer onboarding to solve pain points with Kristi Faltorusso, CCO @Clientsuccess

43:31

Security in SaaS with Josh Mullis, Head of IT @Productiv

53:53

Can customer success keep up? with Jan Young, 2x Top 25 CS influencer

04:11

Check-In: Charging customers an implementation fee?

44:49

Top pitfalls in SaaS onboarding with Donna Weber, customer onboarding expert

31:48

Nailing customer success playbooks

18:26

Check-In: Who's the coach & who's the player in a client relationship

49:11

The evolution of customer success with "The Jasons Take On" podcast co-hosts

02:30

Check-In: Should customer education have a seat at the table?

49:41

Move on from vanity metrics with Dave Derington, Co-Founder @CELab

06:57

Check-In: Developing empathy for customers

45:29

Recovering from a customer breach of trust with Debra Wilson, VP of Marketing @ BrainStorm

05:49

Check-In: Overcoming the fear of AI in the workplace

46:53

Using AI to enhance customer relationships with Guy Galon, VP of CS @Obrela

45:47

Building confidence in customer education with Vicky Kennedy, CEO @ Echtus

05:32

Check-In: Meeting end users where they are

30:36

Who owns value in a SaaS relationship?

45:16

The value of coaching in the workplace with Mark Stagi, VP of CS @Avoma

43:12

The power of building a customer community with Heather Wendt, community strategist @ HigherLogic

10:33

End of Season 1: Highlights from our favorite episodes

34:07

Don't settle: Solve the SaaS "last mile" problem

36:29

The shift from reactive to proactive customer success with Greg Daines, CEO at ChurnRX

49:25

Surviving the SaaS Startup Rollercoaster with Kat Kennedy, General Partner @ Kickstart Fund

10:10

The power of saying no

31:37

Why bad client results are actually a good thing

10:51

Recap: Start a conversation using NPS

43:40

Getting more from NPS than feedback with Dave Blake, CEO @Client Success

08:14

Recap: Moving up the ladder from MAU metrics

29:23

Golden questions & golden silence: Using questions to build more focused client relationships

31:58

Why MAU isn't the silver bullet and where to look instead

42:54

Traditional L&D frameworks don't work in the SaaS world with Ashley DeKerlegand of Quickbase

54:22

Fight Declining Growth Rates in Your SaaS Business with Justin Edwards from Mercado Partners

08:09

8 Days of MEDDPICC - Competition (Day #8)

06:54

8 Days of MEDDPICC - Champions (Day #7)

29:23

Upskill Your Question Asking with Customers

07:06

8 Days of MEDDPICC - Identify Pain (Day #6)

05:15

8 Days of MEDDPICC - Paper Process (Day #5)

08:36

8 Days of MEDDPICC - Decision Making Criteria (Day #4)