Gain, Grow, Retain Podcast

This week we sat down with Stacie Ward, VP Customer Care at Red Canary. Her tenure in both sales and CS has made her an expert at taking an integrated approach to CS. She's really looking at ways to build long-term relationships with her customers In order to stay solutions-focused and drive retention In her business. -- Big shout out to Stacie and Red Canary: https://redcanary.com/ Stacie Ward: https://www.linkedin.com/in/stacieward/ -- This can be found on our website: https://customerimperative.com/stacie-ward-red-canary/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay and Jeff are joined by Jennifer Kirkland, Vice President of Customer Success Operations and Professional Services at Conversica and an experienced leader in CS Ops, account management, and product management. Tune in to hear her talk about her approach to CS Ops and change management throughout an organization. -- Big shout out to Jennifer and Conversica:https://www.conversica.com/ Jennifer Kirkland: https://www.linkedin.com/in/jenniferdkirkland/ -- This can be found on our website: https://customerimperative.com/jennifer-kirkland-conversica/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Nalu Meideros, Director of Customer Success at foreUP joins Jeff and Jay in this episode. ForeUP is the first cloud-based point-of-sale software for the golf industry based in the Silicon Slopes (aka Lehi, Utah). He talks about the need for constant improvement in Customer Success, customer segmentation, hiring CSM’s, and more! -- Big shout out to Nalu: https://www.linkedin.com/in/nalumedeiros/ -- This can be found on our website: https://customerimperative.com/nalu-medeiros-foreup-golf/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jeff and Jay sit down with Cindy Zhou, Chief Marketing Officer at LogRhythm (Former CMO at Level Access), where their security intelligence and analytics platform enables organizations to detect, contain and neutralize cyber threats with threat lifecycle management. She’s a pioneer of a cross-functional approach to Customer Success and connecting every department, from product to marketing and sales and how that shapes engagement with customers. -- Big shout out to Cindy: https://www.linkedin.com/in/cindyzhou/ -- This can be found on our website: https://customerimperative.com/cindy-zhou-logrhythm/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

On part two of our webinar series, you’ll hear from Customer Imperative’s very own CS Ops expert, Jeff Breunsbach. He’s worked with over 30 SaaS companies during his tenure at Customer Imperative’s and has a wealth of knowledge to share about what Customer Success means for SaaS organizations. -- This can be found on our website: https://customerimperative.com/what-is-cs-webinar/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

On today's episode we are bringing on John Wood for our first install of Jam Session's, where we connect with fellow CS consultants to dive Into topics surrounding customer success. For this episode we talk about the dynamics between marketing and customer success, how to navigate "current customer marketing" and approaches we've seen with our clients. Check out John (https://www.linkedin.com/in/3pointllc/) and his company 3 Point LLC (https://3pointllc.com/).

For episode 6, Jeff and Jay sat down with Dave Duke and Drew Kelley of MetaCX, a company seeking to transform how businesses manage their customers and how customers manage their vendors. Dave Duke shares his view of the transformation of Customer Success operations, while Drew Kelley provides insight into how Customer Success plays out in the sales process. There’s a lot to learn from these two innovators! -- Big shout out to MetaCX (https://metacx.com/) Drew Kelley: https://www.linkedin.com/in/drewkelleyindy/ Dave Duke: https://www.linkedin.com/in/daveduke26/ -- This can be found on our website: https://customerimperative.com/dave-duke-drew-kelley-metacx/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Welcome back! This episode Jeff sat down with Carrie Gregg from Ministry Brands, a family of software companies across North America, serving more than 115,000 churches and faith-based organizations thrive in a digital world. She dives into how she built Customer Success at Ministry Brands from the ground-up. A success story you don’t want to miss! -- Big shout out to Ministry Brands (https://www.ministrybrands.com/) Carrie Gregg: https://www.linkedin.com/in/carriegregg/ -- This can be found on our website: https://customerimperative.com/carrie-gregg-ministry-brands/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jason Conrad, product marketing and customer success expert, teams up with Cori Pearce, Marketing Director at ChurnZero to discuss all things Customer Success Operations. Jason lays out how Customer Success can drive revenue and how to ignite, structure, and grow CS Ops in your organization. Check out more: https://churnzero.net/q-a-why-its-time-to-build-a-cs-ops-role/ -- Big shout out to Jason (https://www.linkedin.com/in/jasonaconrad/) -- This can be found on our website: https://customerimperative.com/cs-operations-webinar-with-jason-conrad/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

In episode 5, Jay talks with Danielle Weinblatt, Chief Product Officer at Entelo who pioneered their recruitment software to help HR teams discover, qualify, and engage with top talent. She gives us her expertise on CSM responsibilities, compensation, and approaches to blending CSMs and account managers. -- Big shout out to Danielle and Entelo (https://www.entelo.com/) Danielle Weinblatt: https://www.linkedin.com/in/dweinblatt/ -- This can be found on our website: https://customerimperative.com/danielle-weinblatt/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and quantifying the value of marketing investments. -- Big shout out to Lisa and Kronos (https://www.kronos.com/) Lisa Pratt: https://www.linkedin.com/in/lisa-pratt-42a691/ -- This can be found on our website: https://customerimperative.com/lisa-pratt/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and quantifying the value of marketing investments. -- Big shout out to Lisa and Kronos (https://www.kronos.com/) Lisa Pratt: https://www.linkedin.com/in/lisa-pratt-42a691/ -- This can be found on our website: https://customerimperative.com/lisa-pratt/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Lincoln Murphy is one of the most prolific writers, speakers and consultants on customer-centric growth. Since the mid 2000s he has been evangelizing the virtues and imperatives of prioritizing customer success in subscription-based and SaaS companies. -- Big shout out to Lincoln and his organization https://sixteenventures.com/ Lincoln Murphy: https://www.linkedin.com/in/lincolnmurphy/ -- This can be found on our website: https://customerimperative.com/lincoln-murphy/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Carlos Quezada is a purpose-driven leader who is launching customer success within Aruba Networks (and HP Enterprise company). He's prioritized CS Operations as he's built his practice, and he's nailed the change management aspects of the role - often the hardest part of the job! Anyone looking to drive transformational change within their organization can learn from what Carlos is doing. -- Big shout out to Carlos and Aruba Networks https://www.arubanetworks.com/ Carlos Quezada: https://www.linkedin.com/in/cquezada/ -- This can be found on our website: https://customerimperative.com/carlos-quezada/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Dave Blake is customer success pioneer. He's been a Silicon Slopes (Lehi Valley, Utah) fixture since his early days leading customer success teams at Omniture and Adobe. He's now the CEO of Client Success, a customer-centric platform for B2B SaaS and software companies. -- Big shout out to Dave and Client Success https://www.clientsuccess.com/ Dave Blake: https://www.linkedin.com/in/davecblake/ -- This can be found on our website: https://customerimperative.com/dave-blake/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/