This is Growth! – Details, episodes & analysis

Unlock the secrets to driving customer success with HubSpot’s latest innovations! In this episode of This is Growth, we dive deep with Paul Weston, GM of Service Hub at HubSpot, to explore the new Customer Success Workspace and the game-changing Health Score feature. Learn how these tools can help you boost customer retention, streamline your CRM, and enhance overall customer experience.

Perfect for Customer Success Managers, Directors, and SaaS professionals looking to stay ahead of the curve. Tune in now to transform your approach to customer success!

This is Paul:

https://www.linkedin.com/in/pfweston/

In this episode, discover how you can revolutionize customer retention in your long tail.

Join Daphne Costa Lopes as she explores Mayple, an innovative solution to onboard and retain your SMB or low-paying customers at scale.

Our special guest is Elad Donsky, CEO of Mayple. In this episode, you'll hear about his journey from startup founder to a Salesforce acquisition, and learn how to tap into the gold mine of your long-tail customer base for world-class retention.

What we’ll cover:

• Busting Retention Myths: Why you SHOULD put human resources behind small customers.

• The Uber of CS: How Mayple provides High-Touch, Pay-Per-Use Industry Expertise for Long-tail Customers.

• Real Results: How Mailchimp Reduced Churn by 95% Within Six Months using Mayple.

Tune in for game-changing insights and strategies!

In the world of Customer Success Management, delivering impactful Enterprise Business Review (EBR) presentations is often a time-consuming and labour-intensive task.

But what if we told you that it's possible to revolutionize this process by completely automating the creation of the decks?

In this episode, we dive deep into the realm of EBR automation with not one but two seasoned experts who have transformed the game for Customer Success Managers (CSMs).

Our first guest is none other than Nikola Mijic. He is the CEO of Matik, a groundbreaking tool that has redefined the way CS assets are crafted. In our conversation, we dive deep into how they are simplifying this time-consuming process into a one-click wonder, saving CSMs valuable time and resources.

And that's not all!

Our second guest is Brian Savage. He is a Senior Automation Analyst with a knack for building bespoke solutions. He shares how his team is harnessing Workato, an Integration Platform as a Service (iPaaS), to create tailor-made EBR automation solutions from the ground up.

You'll learn about the strategic approach, technical know-how, and the endless possibilities for customizing your EBR process.

Whether you're a CS Leader looking to streamline your EBR workflow or a tech enthusiast eager to understand the automation magic, this episode promises valuable insights and inspiration.

Don't miss out on discovering the future of EBR presentations – it's all just a click away!

What does Customer Success look like in a company that uses a product-led growth strategy?

So many people seem to think that you're either product-led or human-led. But the reality is that most businesses land somewhere in the middle.

Ryan Seams, Senior Director of Customer Success and Services at Mixpanel is here to help us understand how a CS team works when a business is largely product-led.

He has spent the last 9 years building the CS business in Mixpanel and has learned a ton of lessons that he is sharing with us, so we don’t have to make the same mistakes as we scale

Whether your business is exploring a digital segment or considering going full PLG, this podcast will give you some insights on how some of the best in the industry are doing it!

Music: Workday by Scott Dugdale

From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale.

That's why it's important for us to talk about these challenges openly!

In our very first solo episode, your host Daphne Lopes, tackles 3 burning questions about scaling Customer Success.

• Is scaled Customer Success right for your business?
• What's the right time to start scaling your CS team?
• What is the optimal sequence of events to go from 100% human touch to scaled CS?

If you are curious about the secret steps to transform your CS approach from 100% human-powered to turbocharged scalability, this episode is for you!

Get ready to ignite your CS strategy and amplify your business impact! 🔥

Music: Workday by Scott Dugdale

This month we are sitting down with Mickey Powell, the CS visionary behind UpdateAI, to explore a revolutionary development that's changing the landscape of customer success – the integration of generative AI, specifically ChatGPT, into the daily lives of Customer Success Professionals.

In an era where customer interactions are paramount, harnessing the power of AI has become more than just a trend; it's a necessity.

Imagine having a virtual assistant that not only understands customer queries but can also craft personalized responses that resonate deeply with each individual.

That's the promise of generative AI.

Today, we're going to uncover the practical ways in which Customer Success Professionals can leverage Update.ai and ChatGPT to streamline their workflows and ultimately drive business growth.

So whether you're a seasoned customer success veteran looking to adapt to the digital age or a newcomer curious about the possibilities, get ready to be inspired by the insights and experiences shared by Mickey Powell.

Music: Workday by Scott Dugdale

The lines between Marketing and Customer Success blur when we start scaling the CS team.

Many of the skills and tools needed to help drive and understand customer engagement and communication at scale are traditionally owned by marketing. But that doesn't mean marketing should own the Digital CS strategy.

To help us unpack this topic I am joined by Jeff Breunsbach⁠, a leader that lives in the intersection of Marketing, CS and Community.

In this episode, we delve into the transformative power of leveraging content and community to drive customer success to new heights.

Jeff shares his wealth of experience and expertise, offering invaluable insights on how to effectively expand customer success initiatives while maintaining a personal touch. Discover the key strategies, tools, and techniques that have propelled Jeff's community Gain, Grow, Retain and learn how you can apply them to your own organization.

Whether you're a seasoned CS professional or just starting your journey, this episode is packed with actionable advice that will empower you to build thriving customer success teams in today's dynamic business landscape.

Tune in now and unlock the secrets to scalable growth and exceptional customer experiences!

Music: Workday by Scott Dugdale

"The only constant is change."

Get ready for a mind-shifting episode with senior Customer Success leader and Change Management expert, Margaret Harrison.

As CS professionals we operate at the intersection of the vision our customers have for their organisations and their current reality. And we do that while navigating the waves of change inside our organisations.

But change is not easy. In fact, change can be exhausting.

In this episode, we discuss the psychology of change and why it can be so difficult to navigate it. We dive into simple and effective approaches to driving transformative change for your team and customers alike. And we leave you with 3 proven tactics to achieve successful change outcomes.

Don't miss this captivating opportunity to ignite change and create a lasting impact in your organisation.

Resources:

Book - Switch

Music: Workday by Scott Dugdale

Jan Young is a Customer Success Consultant at The Success League and an advisor to some of the most beloved CS brands and communities like Catalyst, Gain Grow Retain and CS Insider.

A leader in Customer Success for over 13 years, Jan is a great person to help us answer the question "What does it take to be a great Customer Success Leader?". By blending the purpose of CS leadership with agile methodologies, business acumen and emotional intelligence, she brings a powerful and fresh perspective to the discussion of the role of a CS leader.

We covered a multitude of topics: the power of storytelling, why you should have a pragmatic customer journey and the importance of creating a roadmap for your CS organisation.

You will leave this session inspired to approach your every day as a CS leader differently.

Music: Workday by Scott Dugdale

For the first episode of this season, I am joined by Marija Skobe Pilley. For some, Marija needs no introduction, she is a pillar of the CS community. But, if you are hearing your name for the first time, make sure to check her out on LinkedIn. She is the Director of Customer Success at Click up and the founder of Women in Customer Success. She hosts an incredible podcast interviewing the amazing women in CS and also runs a great mentoring programme called Power Up, where established success women including myself, mentor the next generation of CS professionals.

Marija has built an incredible career in CS and we dive a little into her story during our conversation. But the meat of the podcast is really on how to scale basic CS approaches, Marija shares with us how she is helping Clickup scale its success function and has a lot of insights on what it takes to build CS from scratch.

We cover tips on how to scale effectively, what roles are most important, building communities and more.

You will leave this session with a ton of golden nuggets that you can apply immediately to your teams.

Music: Workday by Scott Dugdale