Explore every episode of the podcast Women in Customer Success Podcast
| Title | Pub. Date | Duration | |
|---|---|---|---|
| [WiCS PowerUp Spotlight] The Customer Success Talent Playbook | 30 mars 2026 | 00:54:07 | |
Text us your questions and thoughts! March is a special time for celebrating women who lead. So what better time to spotlight six extraordinary women who not only lead in Customer Success, but also wrote a book on it! Literally. Welcome to the WiCS PowerUp Spotlight featuring the co-authors of The Customer Success Talent Playbook, a first-of-its-kind guide to CS hiring, careers, and team building. Meet the women behind it: ✨ Ejieme Eromosele, VP of Customer Growth Quiq ✨ Swati Garg, CEO Melo Associates ✨ Parul Bhandari, CEO CustomerXSuccess ✨ Elizabeth Blass 🌻, Chief Customer Officer Karbon ✨ Kristen Hayer, CEO The Success League ✨ Julie Fox, Director of Digital CS Hyland Six women. Six perspectives. One powerful playbook. You'll hear ALL about:
Whether you're a CS leader, a job seeker, or breaking into Customer Success — grab your seat. 👉 Follow Ejieme: https://www.linkedin.com/in/ejieme/ 👉 Follow Swati: https://www.linkedin.com/in/swatigargmhrir/ 👉 Follow Parul: https://www.linkedin.com/in/parul-bhandari-1294488/ 👉 Follow Elizabeth: https://www.linkedin.com/in/elizabethblass/ 👉 Follow Kristen: https://www.linkedin.com/in/kristenhayer/ 👉 Follow Julie: https://www.linkedin.com/in/julie-fox-1b05395a/ 👉 Learn more about The Customer Success Talent Playbook (& grab your copy of the book): https://www.cstalentplaybook.com/ 👉 Follow our host Marija on LinkedIn: https://www.linkedin.com/in/mspilley/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 150 - Building Customer Success Skills That AI Can’t Replace | 11 mars 2026 | 00:40:51 | |
Text us your questions and thoughts! What if the fastest way to elevate your career is to get more human as you get more technical? We sit down with Tamara Kempf, Regional Director, EMEA Customer Success at AppDynamics (a Cisco company), to unpack her career built on curiosity, grit, and the kind of EQ that technology can’t replace. We trace her journey from science student to landing a first job at Bloomberg to now Cisco Customer Success leader, turning setbacks into growth, and using AI where it counts without losing the human edge. You’ll hear practical stories of how to save days of work, coach teams with empathy, and hire for skills that last. In this episode, we talk about:
If you’re navigating customer success, leadership, AI adoption, or all three, you’ll find tactics you can try today and a mindset that lasts. Subscribe, share with a teammate, and leave a review to help more people discover conversations that move careers forward. 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Tamara: https://www.linkedin.com/in/tamarakempf/ 👉 Learn more about AppDynamics: https://www.linkedin.com/company/appdynamics/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 149 - It's Not You, It's Them: The Art of Being Tenacious and Not Giving Up | 25 févr. 2026 | 00:39:45 | |
Text us your questions and thoughts! What does the Renaissance have to do with customer success? Caroline Lambie, Manager of Customer Success EMEA at Contentful, joins us to connect Renaissance breakthroughs with today’s AI rush, showing how a creative mindset can humanise products, shape better journeys, and protect the soul of the work. We explore how a creative mindset can humanise technology, from Renaissance perspective to AI, and trace Caroline’s winding path through web startups, the charity sector, and customer success leadership. Along the way, we confront layoffs, age bias, flexible work, and the value experienced talent brings to modern teams. In this episode, we talk about:
From Renaissance art to AI (yes, really), this conversation might just change how you think about innovation in customer success. 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Caroline: https://www.linkedin.com/in/carolinealambie/ 👉 Learn more about Contentful: https://www.contentful.com/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 148 - AI And Empathy In Customer Success | 04 févr. 2026 | 00:33:34 | |
Text us your questions and thoughts! What happens when you move your CS career from London to Dubai and rebuild your playbook from the ground up? We talk about that with Jomilsa Sousa, Customer Success and Account Management consultant & coach, and the Founder of The Success Studio, where she helps Customer Success professionals and businesses unlock their full potential. Currently, she also serves as Account Manager at Cirium (and when this was recorded, she was CS Account Manager at LexisNexis Middle East) In this episode, Jomilsa unpacks how digital transformation in the Middle East collides with a culture that prizes in‑person trust, and why that mix is changing how teams design onboarding, renewals, and growth. AI is powerful for churn prediction and business reviews, but the story that convinces a stakeholder to stay is still a human one.
We also dig into the mindset that sustains momentum: pivot quickly when the signal changes, lead without the title, and make someone’s day easier as a daily north star. If you’re navigating AI, global accounts, or a big move of your own, this conversation offers a clear, human map for what works (& what doesn’t). And if this conversation resonates, follow the show, share it with a teammate who needs fresh tactics, and leave a quick review to help more listeners find us. 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Jomilsa: https://www.linkedin.com/in/jomilsasousa/ 👉 Learn more about The Success Studio: https://thesuccessstudio.coach/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| [WiCS PowerUp Masterclass S2:E4] The Future of CS: Biggest Takeaways from Pulse Europe | 21 janv. 2026 | 00:36:51 | |
Text us your questions and thoughts! What's Next for Customer Success in 2026? That’s the question we’re answering today. Welcome back to another PowerUp Masterclass in partnership with our friends at Gainsight where we’re going beyond the Pulse Europe conference recap and into what really matters: where Customer Success is heading in 2026. Together with Tori Jeffcoat, Director of Product Marketing at Gainsight, we're unpacking the biggest trends and ‘aha’ moments from Europe's leading CS event, and sharing our predictions for the year ahead. You'll walk away knowing:
This is your chance to turn Pulse's key takeaways into your 2026 game plan. Grab your notebook and tune in.
Tori Jeffcoat, Director of Product Marketing at Gainsight Marija Skobe-Pilley, Founder, Women In Customer Success 👉 Follow Tori on LinkedIn: https://www.linkedin.com/in/torijeffcoat/ 👉 Follow Marija on LinkedIn: https://www.linkedin.com/in/mspilley/ 👉 Learn more about Gainsight: https://www.gainsight.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 147 - From Languages to Ops Leadership: Emily Nguema on Ambiguity, Influence & Growth | 10 déc. 2025 | 00:31:33 | |
Text us your questions and thoughts! Sometimes the fastest way to grow your influence isn’t chasing a bigger title, it’s expanding your understanding of how the business actually works. In this episode, we sit down with Emily Nguema, Senior Manager, Commercial Operations at Relay Technologies, to unpack her non-linear journey from studying languages and doing humanitarian work in Ecuador to partner success, edtech, and ultimately a far-reaching role in commercial operations. Through every pivot, one thread stays constant: value - how to define it, measure it, and translate it into stories executives can do something with. We explore:
You’ll also hear a fresh take on consultative customer success, executive-ready storytelling, and the mindset shift that helps CS professionals influence at higher levels (long before they have a formal leadership title). If you’re eyeing a move into operations, or simply want your customer success strategy to resonate in the boardroom, this episode will give you both the frameworks and the courage to go for it. And if this conversation sparked something for you, share it with a colleague or teammate who needs the boost today. 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Emily: https://www.linkedin.com/in/emily-nguema/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 146 - From Intern At 40 To CS Leader with Adi Aloni | 19 nov. 2025 | 00:33:42 | |
Text us your questions and thoughts! What if the smartest move in your forties is starting over as an intern? In this episode, we sit down with Adi Aloni, Customer Success Leader, to unpack a rare kind of career resilience: going from an established career, to taking a leap into an MBA, to a humble reentry through a marketing internship, and then a decisive pivot into customer success leadership. It’s a story about trading ego for opportunity and discovering how a nonlinear path can be a competitive edge. For the first time ever, Adi shares her career journey and walks us through the phases of building customer success from the ground up: early days with a handful of customers, finding product‑market fit, scaling teams and specialisation, and finally shifting to sustainable growth with sharper retention and efficiency. We discuss:
She also shares why she believes that the grass isn’t greener; it’s better watered—especially when you have the right people, a product you believe in, and permission to shape your own role. This conversation will leave you inspired so tune in and enjoy. 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Adi: https://www.linkedin.com/in/adialoni/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 145 - From Vineyards to Tech: Dimple Athavia's Unconventional Road to Customer Success | 29 oct. 2025 | 00:30:20 | |
Text us your questions and thoughts! What does it take to leap from vineyards to tech—and thrive? In this episode, we sit down with Dimple Athavia, a former winemaker (now, Customer Success Manager at Mimecast) who turned her love of chemistry, nature, and craft into a high-impact career in Customer Success. Her path is curiosity in motion: from studying microbiology and viticulture, to traveling the world for harvests, to building a drinks venture that sparked a deep fascination with digital products, data, and scale. Dimple shares how she broke into her first CSM role—treating interviews like iterative sprints, translating experience into CS language, and reaching out to a podcast guest for mentoring with a clear, respectful ask. That single outreach led to a new opportunity and a lasting lesson: be specific about what you need, make it easy for mentors to help you, and turn inspiration into action. We chat about:
She also shares how AI fits into the modern CSM toolkit—from researching public signals before first calls to surfacing insights and personalizing every touchpoint. For her, data directs attention; real conversations build momentum. If this conversation sparks an idea for your career or customer strategy, share it with a colleague, hit follow, and leave a quick review to help others discover the show. 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Dimple: https://www.linkedin.com/in/dimple-a-21a37b150/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ 👉 Learn more about Mimecast, a company transforming the way businesses manage and secure human risk: https://www.mimecast.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| [WiCS PowerUp Masterclass S2:E3] Preparing for AI and Agents | 17 oct. 2025 | 00:47:11 | |
Text us your questions and thoughts! WE ARE BACK with another Women in Customer Success limited edition episode, where we bring you an exclusive PowerUp Masterclass in partnership with our friends at Gainsight. In today’s conversation, we’ll explore how Agentic AI is reshaping CS roles and workflows, why it will not replace humans but instead change how we scale, and the practical steps you can take today to prepare your team. We discuss:
You’ll walk away with actionable insights to future-proof your CS strategy and confidently embrace the age of AI and agents. Featuring Liam Gilleran, RVP Solutions Consulting & Customer Success, Gainsight Giorgia Pedenzini, Senior CSM, Gainsight Marija Skobe-Pilley, Founder, Women In Customer Success 👉 Follow Liam on LinkedIn: https://www.linkedin.com/in/liamgilleran/ 👉 Follow Giorgia on LinkedIn: https://www.linkedin.com/in/giorgiapedenzini/ 👉 Learn more about Gainsight: https://www.gainsight.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 144 - Oversharing by Design: The Power of Adopting the Mindset of Transparency | 01 oct. 2025 | 00:38:55 | |
Text us your questions and thoughts! We’re excited to welcome Linda Lipovetsky, Senior Principal Customer Advocacy Manager at Unqork, whose career journey demonstrates that landing your dream role is less about polished résumés and more about delivering value, embracing radical transparency, and showing up where it counts. From a pandemic hackathon with her 10-year-old son to a gutsy LinkedIn pitch that opened the door to Unqork, Linda’s story is a masterclass in building opportunity through courage and creativity. As she shares, her “operating system” is radical transparency—oversharing by design (within confidentiality) to break down silos, speed decisions, and help customers plan with the truth. No euphemisms, no carefully massaged answers—just candor that builds trust and accelerates outcomes. In this episode, we discuss:
Ready to rethink how you advocate for yourself, your customers, and your career? This episode is packed with practical strategies you can start applying today—so tune in and enjoy! 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Linda: https://www.linkedin.com/in/lindahakimlipovetsky/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ 👉 Learn more about Unqork, an enterprise application platform that empowers you to rapidly build applications, eliminate technical debt, and securely unlock AI across the business—without a single line of code: https://unqork.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 143 - The Power of Layers: Building Bridges, Understanding Finance, AI & All That Jazz | 17 sept. 2025 | 00:45:20 | |
Text us your questions and thoughts! We’re excited to welcome Kelley Turner, whose journey from financial controller to SVP, Global Customer Success at Vitally, defies the traditional career ladder. As she reveals, "My career looked like a squiggle until it all made sense," suggesting that non-linear paths often lead to the richest skill combinations in customer success. Drawing from her finance background, Kelley shares how understanding the business mechanics—tracing a dollar from lead acquisition through revenue recognition—equips CSMs with the authority needed to advocate effectively for customers. This financial fluency transforms both customer conversations and internal business cases. In this episode, we discuss: • Understanding business financials and how money flows through an organization ( & how it empowers CSMs to speak with more authority to customers) • Building "bridges" by helping customers navigate overwhelming amounts of information by providing guided pathways to success • AI adoption and why it requires both "pull" (making it fun and approachable) and "push" (leadership expectations and modeling) • Why diverse backgrounds in CS teams create complementary skill sets that better serve customers Ready to transform your approach to customer success? This episode is *the* place to start! So tune in and enjoy! 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Kelley: https://www.linkedin.com/in/kelleyturner/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ 👉 Learn more about Vitally, a Customer Success Platform that helps B2B Customer Success teams better understand their customers, manage their processes, and inform business strategies: http://vitally.io __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 142 - You're Never Too Senior to Be a Rep: Leadership Lessons with Cynthia Taylor | 03 sept. 2025 | 00:35:57 | |
Text us your questions and thoughts! What makes a truly exceptional customer success leader? In this conversation with Cynthia Taylor, Senior Vice President, Customer Experience at Culture Amp, we explore how strategic branding, international perspective, and a shoulder-to-shoulder leadership style can transform customer success teams. Cynthia’s journey spans continents and industries, from high school business competitions to leading global teams. Growing up professionally in Australia, she was shaped by tall poppy syndrome - a cultural belief that collective achievement matters more than individual spotlight. It’s a philosophy that mirrors customer success itself, where cross-functional collaboration drives outcomes. In this episode, we discuss:
These small but mighty “breadcrumbs,” as Cynthia calls them, leave lasting markers of organizational effectiveness. For her, true success means creating teams where people feel they’ve done the best work of their careers - together. Whether you’re new to customer success or leading at scale, this episode offers fresh CS strategies and leadership lessons that will inspire you. Tune in! 💚 This episode is brought to you by Hook: https://hook.co/ ___________ 👉 Follow Cynthia Taylor: https://www.linkedin.com/in/cynthiataylor20/ 👉 Learn more about Hook & grow your revenue on autopilot: https://hook.co/ 👉 Learn more about Culture Amp, the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 7,500 companies create a better world of work: https://www.cultureamp.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 141 - The 50/50 Career Rule: How to Grow Without Burning Out with Stephanie Robinson | 23 juil. 2025 | 00:40:57 | |
Text us your questions and thoughts! Leadership doesn't require a title but emerges when you inspire others, lead by example, and deliver value. We’re excited to welcome Stephanie Robinson, Global Account Management Leader at Maze, to the show. In this inspiring conversation, she shares insights from her career journey from Toronto to Amsterdam, highlighting how remote work, cultural awareness, and mentorship shaped her success. Her fascinating journey from a small Toronto startup to managing global enterprise accounts across Europe showcases a powerful career strategy: the 50/50 rule. Every career move should offer 50% mastery (what you already excel at) and 50% challenge (what stretches you to grow). This balanced approach prevents both stagnation and burnout, while keeping you engaged and fostering professional development. Having worked remotely long before the pandemic at companies like InVision, Stephanie also shares crucial insights into creating effective personal systems. We discuss:
From leadership guidance to negotiation tactics to CS tips and tricks, this episode will provide you with insights, direction, and support no matter where you are in your career. Enjoy! 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Stephanie Robinson: https://www.linkedin.com/in/sjmrobinson/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ 👉 Learn more about Maze, the user research platform that makes products work for people: https://maze.co/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 140 - The Art of Delivering Customer Value: A Masterclass with Liz Starling | 09 juil. 2025 | 00:32:31 | |
Text us your questions and thoughts! In this episode of the Women in Customer Success Podcast, we sit down with Liz Starling, Head of Customer Success at Anthropic, to explore her fascinating career journey from environmental scientist to business consultant to customer success powerhouse. Liz is a seasoned customer success leader with a unique career path and a strong vision for what great customer engagement looks like. From the importance of aligning with the buyer early on to the nuances of presenting and reinforcing customer value, Liz delivers an actionable and passionate masterclass that every CS professional can learn from. She shares insights on the importance of delivering value to customers and the impact of relationship-building skills. She also offers practical advice on career advancement, lessons every woman should learn, and the role of seeking new challenges in personal growth. We discuss:
You'll also enjoy a fun, rapid-fire round where we get to know Liz on a more personal level. This episode is such a treat. So sit back and enjoy! 💚 This episode is brought to you by Hook: https://hook.co/ ___________ 👉 Follow Liz Starling: https://www.linkedin.com/in/liz-starling/ 👉 Learn more about Hook & grow your revenue on autopilot: https://hook.co/ 👉 Learn more about Anthropic, an AI safety and research company working to build reliable, interpretable, and steerable AI systems: https://www.anthropic.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 139 - The Power of Goal Setting: Building Your Path to Leadership with Lara Barnes | 25 juin 2025 | 00:43:59 | |
Text us your questions and thoughts! We sit down with Lara Barnes, Chief Customer Officer at Crownpeak and a champion of authentic leadership, to unpack the true meaning of goal setting, resilience, and growing your career with purpose. With over 25 years of experience in high-growth, customer-centric tech companies, Lara has led global Customer Success teams at Microsoft, Facebook, Oracle, and Sitecore. She shares her rise from senior director to SVP to CCO, offering insight into the unique challenges women face in corporate settings and the critical roles of perception, sponsorship, and values in career advancement. Lara opens up about navigating corporate politics, embracing vulnerability, and becoming a people-first leader grounded in heart, clarity, and courage. She reveals the mindset shifts that helped her succeed while staying true to herself, and how goal setting became a powerful catalyst for transformation. We also explore her personal mission-turned-passion project in functional neurology, inspired by her journey to help her son overcome learning and behavioral challenges. What began as a search for answers has evolved into a purpose-driven venture, now helping hundreds of families thrive. You’ll discover:
Don't miss this enlightening conversation! 💚 This episode is brought to you by Deployflow: https://deployflow.co/ ___________ 👉 Follow Lara: https://www.linkedin.com/in/larakelly/ 👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/ 👉 Learn more about Crownpeak: https://www.crownpeak.com/ 👉 Learn more about Lara's work with children with neurological disorders: https://www.braindevelopment.co.uk/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 138 - From Fashion to Customer Success: Melissa Garcia's Inspiring Career Journey | 11 juin 2025 | 00:32:53 | |
Text us your questions and thoughts! How do you pivot from fashion to a leadership role in Customer Success with no SaaS experience? We kick off Season 5 with Melissa Garcia, Senior Director of Member Success at Chief. Melissa joins us to share her unconventional journey from a career in fashion merchandising to becoming a leader in Customer Success. She opens up about what it really takes to break into SaaS, how she built confidence in a completely new industry, and why leading with empathy is her greatest superpower. We explore how mentors shaped her path, the lessons she learned navigating change, and her bold takes on modern CS practices, from ditching outdated QBRs to delivering “value you can’t Google.” You’ll discover:
💚 This episode is brought to you by Hook: https://hook.co/ ___________ 👉 Follow Melissa Garcia: https://www.linkedin.com/in/melissa-garcia-nyc/ 👉 Learn more about Hook & grow your revenue on autopilot: https://hook.co/ 👉 Learn more about Chief, the private network executive women rely on to raise their leadership game: https://chief.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| [WiCS PowerUp Masterclass S2:E2] AI as Your CS Co-Pilot: How CS Teams Are Driving Real Impact | 02 juin 2025 | 00:46:35 | |
Text us your questions and thoughts! Welcome to another Women in Customer Success limited edition episode, where we bring you an exclusive PowerUp Masterclass in partnership with our friends at Gainsight. In today’s conversation, we tackle AI's biggest myths, explore practical use cases, and discuss how leading CS teams are already leveraging AI to mitigate risk, personalize at scale, and drive revenue growth. You’ll hear lots of practical examples of the daily use of AI in customer success. Buckle up and tune in. Featuring Eduardo Amorim, VP of Customer Success, Sendcloud Kate Neal, Senior Director of Customer Success, Gainsight Marija Skobe-Pilley, Founder of Women In CS 👉 Follow Eduardo on LinkedIn: https://www.linkedin.com/in/eduardo-a-b4468459/ 👉 Follow Kate on LinkedIn: https://www.linkedin.com/in/katemneal/ 👉 Learn more about Gainsight: https://www.gainsight.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| Women in Customer Success Season 5 Coming Soon! [Trailer] | 29 mai 2025 | 00:02:12 | |
Text us your questions and thoughts! NEW! NEW! NEW! We’re kicking off Season 5 of the Women in Customer Success Podcast! That means: - Elevating the voices of more remarkable women in CS - More inspiring conversations, unique career stories and actionable tips - And a brand new spin we’re bringing to our show this season Hear from WiCS Founder & Host, Marija Skobe-Pilley, and discover what's new. In case you're new here, welcome to the Women in Customer Success Podcast. Come join us, be part of our community of ambitious professionals, and join the conversation. And be sure to follow us and subscribe to our show, wherever you enjoy your podcasts. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| Berlin Live: An inspiring Evening with Cara Benecke, Sally Stoewe and Pia Schümann-Hoppe | 05 mai 2025 | 01:09:12 | |
Text us your questions and thoughts! Can you believe it’s been five years since we launched the Women in Customer Success Podcast? What started as a conversation in your earbuds has grown into a global movement. Now, after hundreds of episodes, bringing these discussions into the physical world feels like coming full circle. We hosted our second Women in Customer Success live podcast recording in Berlin, where Marija Skobe-Pilley welcomed Cara Benecke, Sally Stoewe and Pia Schümann-Hoppe. We discussed: ✨ Redefining what "having it all" means in today's professional landscape ✨ Setting 'non-negotiables' for work-life integration ✨ Building success on your own terms ✨ Setting boundaries that stick ✨ Leading authentically across diverse European cultures This was a perfect night where our incredible audience engaged in deep conversations, asked thoughtful questions, and shared experiences with each other. And now, you get to hear it all. Whether you're an aspiring leader or looking to advance your career, this session offers invaluable advice and inspiration. Tune in and enjoy!
👉 Follow Cara on LinkedIn: https://www.linkedin.com/in/cara-benecke/ 👉 Follow Sally on LinkedIn: https://www.linkedin.com/in/sallystoewe/ 👉 Follow Pia on LinkedIn: https://www.linkedin.com/in/pia-sch%C3%BCmann-hoppe-a3aa5437/ 👉 Follow Marija on LinkedIn: https://www.linkedin.com/in/mspilley/ 👉 Follow Women in Customer Success: https://www.linkedin.com/company/womenincs/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| [WiCS PowerUp Masterclass S2:E1] Revenue-Driven CS: Proving ROI & Driving Executive Alignment | 01 avr. 2025 | 00:51:47 | |
Text us your questions and thoughts! Struggling to prove the financial impact of your CS initiatives or translate retention metrics into revenue? Watch this exclusive masterclass to learn how to build compelling, finance-driven business cases, align CS initiatives with revenue targets, and confidently lead conversations that secure executive buy-in. Don’t miss this chance to transform Customer Success into a powerful revenue driver! Featuring: Marilee Bear, CRO at Gainsight Marija Skobe-Pilley, Founder of Women In CS
👉 Follow Marilee on LinkedIn: https://www.linkedin.com/in/marileeb/ 👉 Learn more about Gainsight: https://www.gainsight.com/ __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 137 - A CS Recruiter's Guide to Finding Your Perfect Role - Swati Garg | 19 mars 2025 | 00:34:55 | |
Text us your questions and thoughts! In this episode, I sit down with Swati Garg, founder and CEO of Melo Associates, one of the most recognised Customer Success recruitment firms in the US. Swati’s career path is anything but traditional. She dreamed of being a Bollywood director, studied psychology and communication, and started as an HR journalist before pivoting into recruitment. Today, she helps CS professionals land roles by focusing on personalised applications, networking, and showcasing measurable impact. We cover: ✅ Resume strategies that work – How to use keywords effectively so recruiters find you. Swati’s key message? Don’t be afraid to reach out! This episode is packed with actionable advice for anyone job-hunting in CS or just wanting to future-proof their career. Follow Swati. This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| London Live: An Intimate Evening with Daphne Costa Lopes | 07 mars 2025 | 01:32:23 | |
Text us your questions and thoughts! In a beautifully set Hook’s office in the heart of London, Women in Customer Success hosted our first-ever live podcast recording, an intimate and immersive experience with a familiar voice: Daphne Costa Lopes. Daphne, HubSpot's Global Director of Customer Success - Strategic Accounts and Founder & CEO of This is Growth podcast, shared her journey, shaped by a disciplined upbringing, expat life, and a relentless drive for growth. She revealed the daily habits that keep her focused, how climbing Kilimanjaro helped her find closure after losing her father, and why her next challenge, Mount Everest Base Camp, reflects her approach to both life and career. Of course, we also talked Customer Success. Daphne shared insights on leadership, career growth, and the evolving role of Customer Success in business, including AI-driven shifts like the move from utilisation-based to consumption-based payment models. Our audience came prepared with questions on the future of subscription models, managing feedback, and effective customer advocacy strategies. Tune in for an inspiring, real, and deeply human conversation. Follow Daphne Costa Lopes __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 136 - Leading with Grace: Client Success Strategies for Real Results - Patricia Awan | 19 févr. 2025 | 00:35:00 | |
Text us your questions and thoughts! In this episode, I sit down with Patricia Awan, a passionate advocate for customer success, lifelong learning, and leading with grace. From her childhood dream of working in PR to her journey from Portugal to the UK, Patricia shares how she built a career centred on helping others and fostering trust. She’s the Manager of Client Success at ITGL and a passionate communicator - which you will see once you listen to this episode. We dive into practical, actionable tips for achieving your goals, including:
Patricia also reminds us that customer success is about people - listening, learning, and engaging with empathy. In this episode:
Whether you’re in sales, account management, or any client-facing role, this episode is packed with first-hand tips you can start applying today. Follow Patricia. This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 135 - How to Transition from Recruitment into Customer Success - Ewa Zajac | 22 janv. 2025 | 00:39:49 | |
Text us your questions and thoughts! How can the skills you’ve learned in one job help you succeed in a completely different field? My guest is Ewa Zajac, a customer success leader at Social Talent, shares her unique journey from recruitment to customer success. Ewa talks about her career transitions, the importance of relationship building, and the transferable skills between recruitment and customer success. She also talks about the challenges she faced stepping into a leadership role without a traditional customer success background and how she empowered her team to thrive. In this episode:
Ready to learn how to handle career changes, build stronger relationships, and grow in any role? Don’t miss this inspiring conversation with Ewa Zajac. Tune in now! Follow Ewa. This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 134 - How Psychology led me into Customer Success - Emma Lampert | 04 déc. 2024 | 00:41:49 | |
Text us your questions and thoughts! How can a background in psychology and neuroscience shape a career in customer success? I had the pleasure of speaking with Emma Lampert, a customer success leader and yoga enthusiast. We talked about Emma's background in psychology and neuroscience, where she initially aspired to be a research scientist focused on abnormal brain development. Emma is a fractional leader for SaaS start-ups, focused on helping businesses grow through smart customer acquisition and retention strategies. She works with founders to create go-to-market plans that close big deals and build strong relationships with customers. Emma shared some of the most important lessons she has learned throughout her career, particularly the value of embracing failure as a part of growth. In this episode:
Follow Emma! Emma’s website. This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 133 - How Appearance Shapes Professional Interactions - Alexandra Sagaydak | 27 nov. 2024 | 00:36:55 | |
Text us your questions and thoughts! What role does appearance play in shaping perceptions at work, especially in customer-facing roles? That's what you're going to learn from this episode from my guest, Alexandra Sagaydak, Chief Customer Officer at PeopleForce. We talk about the importance of appearance in the workplace, especially in customer-facing roles, and how it can influence perceptions and interactions. Alexandra also shares her experiences of moving from Ukraine to Romania, her extroverted personality, and her passion for makeup and art. We also talk about the unique challenges and rewards of working in a startup environment. Alexandra provides valuable insights about the world of startups, including the opportunities for career growth, the importance of adaptability, and the potential for burnout. In this episode:
Follow Alexandra! __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 132 - How to Enable Others to Reach Their Full Potential - Nieves Canada | 20 nov. 2024 | 00:47:17 | |
Text us your questions and thoughts! How can you, as a leader, truly empower your team to reach their full potential? In this episode, we discuss what it means to enable team members to recognise their potential or unique talents and how to approach difficult conversations. My guest is Nieves Canada, a leader in customer success and a passionate advocate for enabling others. Nieves shares with us her journey from being a translator to becoming an executive in the tech industry, she also discusses her purpose of empowering others to recognise their unique talents and thrive in their personal and professional lives. Nieves also shares valuable information about leadership, active listening, and the significance of building trust within teams. In this episode:
Follow Nieves! This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 131 - Career Transition: Moving From Sales to Customer Success - Sara Arecco | 13 nov. 2024 | 00:33:30 | |
Text us your questions and thoughts! What's it like to move from sales to customer success? My guest Sara shares her career journey, how she moved from sales to CS, and how she's building strong customer relationships. Sara Arecco is the head of customer success and experience at Antavo, and a mentor at Women in Customer Success. Sara shares her experiences of moving from sales to customer success, the challenges of transitioning from a peer to a leader, and the importance of collaboration across departments. We also talk about her approach to building strong relationships with customers and how she fosters a supportive team environment, how she deals with leading a diverse team and imposter syndrome. In this episode:
Follow Sara! This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 130 - Overcoming Imposter Syndrome: How to Feel Confident as a Woman in Tech - Ashley Stamps-Lafont | 07 nov. 2024 | 00:38:15 | |
Text us your questions and thoughts! Ever feel like you’re not good enough, even when you know you’ve earned your spot? My guest, Ashley Stamps-Lafont, opens up about her experiences with imposter syndrome, especially as a woman in tech leadership. Ashley is a customer success executive and full-time mom. Over her 15-year career, she has led over 100 post-sales professionals in both VC and PE-backed SaaS companies. Ashley and I talk about the emotions around the election results and how they resonate with many of us, especially women in the workplace. Ashley also opens up about her personal experiences with imposter syndrome and shares advice on overcoming self-doubt, and she introduces her fractional firm, SuccessRx, which is helping businesses and people with their customer success challenges. In this episode, we talk about:
Follow Ashley! This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 129 - Building Relationships in PR and Customer Success - Pragya Dubey | 23 oct. 2024 | 00:36:43 | |
Text us your questions and thoughts! Pragya Dubey, Vice President of Global Services at Agility PR Solutions is my guest in this episode of the Women in Customer Success podcast. She talks about her career in public relations and customer success. With nearly two decades of experience, she shares insights on how the PR landscape has evolved, especially in the age of social media and the challenges that come with it. She is a leader in customer success, focused on building strong partnerships that help both the business and the clients succeed. She makes sure that people, processes, and business goals all work together smoothly. By building great relationships with clients, leading a motivated team, and focusing on long-term growth, she’s built a track record of success. Her approach ensures that both the company and its clients see real and lasting benefits. In this episode, we also talk about:
Follow Pragya! __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 128 - How to Own Your Career Growth - Angeline Gavino | 16 oct. 2024 | 00:40:13 | |
Text us your questions and thoughts! Are you saying 'yes' to opportunities that come your way? I had the pleasure of speaking with Angeline Gavino, the VP of Customer Success at Katalon and a passionate advocate for women in customer success. We talked about Angeline's journey from the Philippines to Vietnam, where she has built a career in customer success. Angeline shared the importance of owning one's growth and seizing opportunities and advice for those starting their careers. We also talked about Angeline's recent adventure into podcasting with her show, CS RevSpeak. She told us about what motivated her to start the podcast which aims to provide resources and support for customer success leaders. Angeline is a Customer Success Leader with over 17 years of experience in the B2B SaaS industry. She has successfully built and scaled customer success organisations across four startups from pre-seed to growth stages. She is the Founder & CEO of CSRevSpeak, where she coaches CS leaders who carry a revenue quota and helps them establish effective CS operating models for revenue growth and upskill their teams to do expansion sales. She is also currently the Vice President of Customer Success at Katalon. In this episode:
Listen to the full episode to hear more about Angeline’s journey and her tips for career success. You'll gain valuable insights into building a rewarding career in customer success by understanding the importance of mentorship, community involvement, and leveraging past experiences. Our discussion reflects on how various roles, from support to operations, all play a part in shaping a fulfilling journey in customer success. Follow Angeline! This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 127 - Transforming Customer Success with AI - Nádia Vieira | 09 oct. 2024 | 00:29:25 | |
Text us your questions and thoughts! What does it take to create great customer experiences globally? Tune in and hear about the latest innovative strategies that combine AI, automation, and community management from Nádia Vieira, Manager of Global Digital Customer Success at LinkedIn Sales Solutions. We talk about her journey from aspiring journalist to a key player in customer success, the importance of creating personalised experiences for customers, and the potential of AI in improving customer experiences. Nádia shared insights into how her team is using AI to provide personalised recommendations and improve customer engagement, making the digital journey more effective. In this episode, you'll learn about:
Tune in and learn how to use AI to create meaningful customer experiences. Follow Nádia! This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 126 - How to Lead Teams With Empathy While Still Achieving Amazing Results - Irina Vatafu | 25 sept. 2024 | 00:36:29 | |
Text us your questions and thoughts! How can empathy be a game-changer in leadership? In this episode, I had the pleasure of talking to Irina Vatafu, the Head of Customer Success at Custify. In her career journey, from her early beginnings to leading high-performing teams, intuition has played a key role in making tough decisions along the way. We talk about how empathy can be a superpower in leadership, transforming the way you interact with both your team and your customers while still driving success. Irina thrives in roles that require effective communication, problem-solving, and empathetic engagement. One of Irina's key strengths is her ability to create a collaborative and supportive workplace that consistently delivers exceptional experiences and fosters strong customer loyalty. Here’s what you’ll learn:
Follow Irina! This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 125 - How to Transition From Academia to Customer Success - Charlotte Jupp | 18 sept. 2024 | 00:32:21 | |
Text us your questions and thoughts! Curious about what it takes to transition from the world of academia to an entirely new career in customer success? In this episode, Charlotte takes us on an incredible journey from the halls of Oxford University, where she earned her PhD, to the world of customer success - leading teams in the heart of New York City. Charlotte Jupp is the VP of Customer Success. She empowers and advises cybersecurity teams and C-suite stakeholders on how to strengthen their control and risk analysis across cybersecurity domains, allowing for security posture determination, prioritisation, and measurable improvement, driving product value, adoption, and usage. Charlotte leads teams to achieve exceptional ARR growth and customer retention with a hands-on attitude. Here’s what you'll learn:
Follow Charlotte! This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 124 - Career Advancement Secrets: Moving Up Within the Same Company - Rebecca Wallace | 04 sept. 2024 | 00:38:06 | |
Text us your questions and thoughts! Want to know the secrets to climbing the corporate ladder without ever leaving your company? In this episode, we’re talking about the essential skills and strategies you need to master to move up the ladder and secure leadership positions - all while staying with the same company. My guest, Rebecca Wallace, is the Senior Director of Customer Success & Support at Workiva. She shares her incredible career journey, providing valuable advice on how to grow and succeed within the same organisation. We explore what it takes to build a strong career path and how to smoothly transition into leadership roles. But that's not all, you'll also learn about:
This episode was brought to you by Deployflow. Enjoyed this episode? Subscribe to the Women in Customer Success podcast for more inspiring stories and tips to help you advance your career in customer success. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 123 - How Diversity Shapes Thriving Work Environments in Tech - Parul Bhandari | 28 août 2024 | 00:34:28 | |
Text us your questions and thoughts! My guest in this episode, Parul Bhandari, shares her incredible journey from starting a career in customer success to becoming the CEO of her own business. She talks about what it is like to be your own boss and the CEO of your own business, the motivation behind her community "South Asian Success", and diversity of background, age, etc. Parul is a Customer Success startup advisor and consultant based in Chicago. She draws from her collective background to design CS organisations that can be scaled successfully, to drive CS as a profit centre, and to drive value exchange and retention. Parul founded two organisations, CustomerXSuccess, where she provides advisory services to SaaS startups and coaching to CSMs, and the community South Asian Success, a global, professional community focused on the South Asian experience. We talk about:
This episode was brought to you by Vitally. Loved this episode? Make sure to subscribe to the Women in Customer Success podcast for more powerful stories and advice to help you succeed in the field of customer success. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 122 - How to Take Next Steps in Your Career? - Heelee Kriesler | 14 août 2024 | 00:33:16 | |
Text us your questions and thoughts! Are you ready to transform your career and achieve your career goals? With my incredible guest, Heelee Kriesler, who is a customer success leader, we discuss some crucial career lessons that will not only guide you on your journey but also fill you with the confidence to stride forward. Heelee shares the essential skill sets she’s developed throughout her career, including how to master public speaking and how to position yourself for your next role. In this episode, we talk about:
Tune in to learn the strategies to take control of your career and confidently position yourself for your future role. Don’t miss out on this chance to improve your career and get inspired by a leader who’s been there and done that. Follow Heelee! This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 121 - The Impact of Engaging in Customer Success Communities - Cinthia Silva | 31 juil. 2024 | 00:37:14 | |
Text us your questions and thoughts! Are you part of customer success communities? Are you curious about the power of communities in career growth? In this episode of the Women in Customer Success podcast, I talk to Cinthia Silva, a FinTech business strategist and a top 25 customer success influencer. We go into the importance of being actively engaged in customer success communities, the benefits of having your own community, finding your tribe, and growing your career within communities. She speaks from her own experiences in various communities, including CX Exchange, CS Middle East, Latinos in Success, RevGenius, Women in Revenue, and Women in Customer Success. What you’ll find out in this episode:
Follow Cinthia! This episode was brought to you by Vitally. If you enjoyed the episode, don't forget to subscribe to the Women in Customer Success podcast for more inspiring stories and practical tools to help you succeed in the field of customer success. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 120 - The Most Underrated Communication Tactic: Playbacks - Fallon Relay | 24 juil. 2024 | 00:32:29 | |
Text us your questions and thoughts! How can playbacks help you perform better at work? Fallon and I talk about this underrated communication tactic that can improve your customer success skills and significantly boost your career. Because truly understanding what your customers are saying can help you stand out in your professional journey. Fallon Relay is the Global Director of Customer Success at Burt Intelligence. With over a decade of experience in customer success within both SaaS and startup environments, she has seen companies go from 0-100. And she has also seen some of the growing pains that come along with that journey. Throughout her career, she's always been drawn to the importance of building genuine relationships with customers. In this episode, you’ll learn about:
Follow Fallon! This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 119 - Where to Start and How to Build a Successful Customer Success Function - Sara Masson | 17 juil. 2024 | 00:44:41 | |
Text us your questions and thoughts! Do you need to build a successful customer success function from scratch, but you feel overwhelmed and unsure where to start? In this episode of the WICS podcast, I asked Sara Masson to join me so that we can go into that specifically. Sara is a VP of Customer Success and an innovative customer success professional who’s passionate about customer focus, creative campaigns, and organised project planning. She shares her CS journey, her framework, where to start from, and what the building blocks of a customer success function are. What you'll learn from this episode:
Listen now and build a thriving customer success function. By mastering the customer journey and building a strong customer success function, will result in long-term satisfaction and loyalty. Remember, every step you take to improve customer success impacts the growth and success of your business. Follow Sara! This episode is brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 118 - How to Progress in Your Career: The Strategies That Always Work - Eloise Salisbury | 03 juil. 2024 | 00:46:13 | |
Text us your questions and thoughts! Are you ready to transform your career and achieve the promotion you've been dreaming of? In this episode of the Women in Customer Success podcast, we talk about the tried and tested ways to take the next steps in your customer success career. My guest Eloise answers the key question: How to progress in your career? and reveals strategies that always work to move you forward. Eloise Salisbury is the Chief Customer Officer at AutogenAI - the UK’s leading generative AI company. She is also the Founder of WISe (Women In SaaS), a UK-based women’s network aimed at inspiring women to excel in their careers through networking opportunities, events, and quarterly mentorship programs. What you'll learn from this episode:
Follow Eloise! This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 117 - The Secret to Building Successful Customer Success Programs - Erin Stavi | 26 juin 2024 | 00:39:14 | |
Text us your questions and thoughts! What does it take to build a successful customer success program, lead with confidence, stay in good mental and physical health, and achieve success? That's what you'll learn from my guest in this episode, Erin Stavi. Erin is the founder of Lakeshore Success Strategies. She is a customer success executive who helps startups build successful customer success programs from inception to scale. Companies she's worked with have raised over $200M in capital, been acquired, and gone from $0 to $11M in just over a year. We talk about:
Follow Erin! This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 116 - Get Your Customer Journey Mapping Right - Jennifer Peters | 19 juin 2024 | 00:37:38 | |
Text us your questions and thoughts! Are you getting stuck while doing a customer journey mapping? Join Jennifer and me as we explore the mistakes to avoid and get advice on creating an effective customer journey map. We also talk about where to start and how to get internal alignment for journey mapping. Jennifer Peters is a Customer Success Leader specialising in Seeds and Series A startups. With more than a decade of experience in the customer success field, Jennifer enjoys the start-up and scale-up environments where the groundwork and the foundation of customer success have the highest impact on growth. She specialises in building customer journeys that maximise impact on revenue and customer engagement, leading to high growth that originates from high retention combined with new business acquisitions. In today’s episode, you'll learn about: ✅ Mapping out Customer Journeys ✅ How to Conduct Journey Mapping Workshops ✅ Mistakes to Avoid in Journey Mapping ✅ What's After Customer Journey Mapping? Watch now and don't miss out on this video because it's filled with valuable tips to help you with customer journey mapping, resulting in higher revenues and happier customers. Follow Jennifer! __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 115 - How to Drive Revenue as a Customer Success Team - Emma Aidanpää-Salmi | 12 juin 2024 | 00:40:26 | |
Text us your questions and thoughts! Are you looking to drive revenue as a customer success team? With Emma, we talk about exactly that along with setting effective team quotas and compensation plans. We also go into Emma's customer success journey. In addition, you’ll hear about her customer success team, how it has been achieving the quotas and what works well for her customer success managers. Emma is Vice President of Customer Success at RELEX, building and scaling high-performing CS teams in a hypergrowth business environment. She’s passionate about building and scaling a world-class CS team that breaks boundaries and drives outstanding customer value and revenue growth. What you'll learn from this episode:
Follow Emma! This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 114 - How to Live a Big Life as a CS Professional - Melissa Bickford | 05 juin 2024 | 00:42:13 | |
Text us your questions and thoughts! How do you live a big life and achieve your full potential, both personally and professionally? That's exactly what we talk about with Melissa Bickford. Did you know that your habits and values drive personal development and that being proactive can help you achieve your goals? Melissa shares tips on how to live a full and authentic life by exploring your passions and interests, whether it's through a new hobby or focusing on health and wellness. Melissa Bickford is an executive in the software industry, based in Notting Hill. Having carved out a global banking and tech career across Australia, the USA, and the UK over the past 15 years; Mel has developed a deep passion for helping others achieve their fullest potential both professionally and personally. She is excited to enter the wonderful world of podcasting to share her life experiences in the hope they’ll help others by building a safe and supportive community. In today’s episode, you’ll hear about:
Follow Melissa! This episode was brought to you by Gainsight. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 113 - Tips For Transitioning CSM Teams into Commercial Roles - Therese Mucherie | 22 mai 2024 | 00:43:06 | |
Text us your questions and thoughts! Is your CS team transitioning into commercial roles? Then this video is for you! Join us as Therese shares helpful tips on how to transition CSM teams into commercial roles. Learn how to help with mindset shifts in behaviours, team training and development, and master the art of leading a team. Throughout her professional career, Therese has been the face of various industries, from hospitality to sales to customer service. Whether it's greeting guests with a warm smile, closing deals with finesse, or resolving issues with empathy, she thrives in customer-facing roles, finding joy in every interaction. For the past five years, Therese has been immersed in the realm of CS, cherishing every opportunity to foster meaningful relationships and drive revenue through the seamless integration of sales and CS. What this episode has in store for you:
Follow Therese! This episode was brought to you by Gainsight. Exciting news👏 My new course The Revenue CSM is launching soon, so if you'd like to be the first to know about when it's available, here's the link to join the waitlist. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 112 - Top Mistakes to Avoid as a CS Leader - Natalia von Oertel | 15 mai 2024 | 00:39:48 | |
Text us your questions and thoughts! Latin America. Leading teams dedicated to serving these regions has further strengthened her ability to navigate their unique nuances. Beyond her professional pursuits, she embraces the multifaceted roles of a dedicated mother and an ardent ballet enthusiast—albeit a humble one. You’ll also hear about:
Follow Natalia! This episode was brought to you by Vitally. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 111 - How to Build Your Personal Brand Internally as a Customer Success Manager - Natasha Evans | 08 mai 2024 | 00:31:51 | |
Text us your questions and thoughts! Are you looking for ways to boost your career growth and master the art of building a personal brand? Natasha Evans, Head of Customer at Hook is who I welcome in this episode of the Women In Customer Success podcast. Natasha has spent the last 10 years in Customer Success, first as a Customer Success Manager and then leading teams and whole CS organisations. Natasha loves both the building of processes and frameworks in CS as well as building diverse teams and cultures. Natasha is a big advocate for working parents, female leaders, and Customer Success as a function in SaaS. We discuss the importance of being authentic to yourself as you face the challenges on your customer success journey. When you build your personal brand, it’s not just about gaining visibility, it’s about showcasing your unique skills and achievements. Strategic self-promotion is crucial for both professional and personal growth. We also go into:
Other people’s experiences can be invaluable lessons for improvement. So, tune in, learn how to build your personal brand and make your mark in the industry you’re in. Follow Natasha! This episode was brought to you by Deployflow. __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
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| 110 - How to Be Entrepreneurial and Strategic as a CSM - Giorgia Pedenzini | 01 mai 2024 | 00:39:02 | |
Text us your questions and thoughts! In this exciting episode of the Women In Customer Success podcast, I am joined by Giorgia Pedenzini, a Customer Success Manager at Gainsight and a pro at building strong customer relationships. In our conversation, Giorgia gives strategic CSM tips, from deepening your understanding of customer needs to improving customer interaction skills. She shares her journey to becoming a customer success manager and her experience building a career in customer success. We talk about building customer loyalty, and Giorgia gives helpful advice for CSM professionals. She explains the importance of really getting to know and forming deeper relationships with customers. Giorgia also talks about the importance of entrepreneurial skills for CSMs, showing how these can help innovate and push your career forward. What this episode has in store for you:
Follow Giorgia! __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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| 109 - How to Lead as an Executive: Skills, Style & Confidence Tips - Ursula Llabres | 24 avr. 2024 | 00:42:47 | |
Text us your questions and thoughts! In this episode of the Women In Customer Success podcast, my guest is Ursula Llabres, the Global Director of Customer Growth and Commercial Sales at Reality Labs, Meta. Ursula was one of the founding leaders of customer success practice (being one of the first 10 in CS at salesforce.com back in 2005) and has since transformed and led high-performing global teams at some of the top tech companies like Oracle, Salesforce, Box, Microsoft, InsideSales and now Meta to name a few. We talk about how to reach an executive position and the important senior management skills needed for an executive-level position. Whether you're just starting out as a Customer Success Manager or you’re an experienced manager, Ursula shares helpful information that will help you get ahead. Ursula gives tips on communicating with authority, articulating thoughts and ideas clearly and effectively, and how to be confident as a manager. She also advises how to dress like an executive and the right executive style to help you look and feel professional. In today’s episode, you’ll learn:
If you're on your own leadership journey, feel free to share your experiences in the comments below. Let’s grow together! Follow Ursula! __________________________________________________ Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Host Marija Skobe-Pilley
Check out our Courses:
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