- 16
- Episodes
- 2023
- First episode
About Your first...
A podcast about doing your first everything as a Customer Success Manager with your host Stijn Smet.
- Publisher
- Stijn Smet
- Category
- business · business · business
- Language
- en
- Explicit
- No
- First episode
- 10 Mar 2023
- Latest episode
- 25 Jun 2024
Latest episodes
16 episodes in the feed.
25 Jun 2024
Your First... time finding your Customer Success Voice
🔥 Get ready for an electrifying episode! I’m Stino, your host, and today we have the incredible Diana De Jesus joining us. Diana is a titan in the world of customer success, the brilliant mind behind the Customer Success Project, & founder of Strategic CS Labs, a Customer Success Growth Program. We’re diving deep into the journey of finding your voice as a Customer Success Manager. This is going to be epic! 🔥 💥 Here’s what you can expect in this high-energy episode: 💥 👩🏫 Diana’s Journey: Diana shares her inspiring story. Her mission now is to empower CSMs and CS leaders through strategic initiatives and workshops, providing invaluable insights. 🔍 The Power of Questions: Diana emphasizes the importance of asking questions and avoiding assumptions. Effective communication with your team and stakeholders is crucial for success, and Diana offers tips to master this skill. 🚀 Overcoming Voiceless CSM Syndrome: Diana introduces us to the concept of "voiceless CSM syndrome" and explains how to become a strategic, impactful CSM. It’s about learning to advocate for the customer’s voice within your organization. 🗣️ Amplifying Voices as Leaders: We explore the role of leaders in amplifying the voices of both customers and CSM teams. Diana shares how to empower your team to experiment, learn from failure, and grow. ⚡️ Prepare to be inspired, educated, and energized! This episode is packed with actionable insights and powerful stories that will help you find and amplify your voice in the world of customer success. Don’t miss out—tune in and let’s ignite this energy! ⚡️ 🎧 Listen now and join the revolution in customer success! 🎧
27 May 2024
Your First...PIP
🎙️ Welcome to another electrifying episode of Your First... 🪄 In this dynamic conversation, I sit down with the incredible Priscila Fletcher, a powerhouse growth coach, customer success leader, and revenue growth driver. Priscila takes us on a journey through her stellar career, starting from the gritty world of cold calling to making waves in New York's vibrant tech scene. We dive deep into the nitty-gritty of Performance Improvement Plans. Ever wondered when a PIP is necessary? How to prepare for those tough conversations? Or how to set impactful goals? We've got you covered! Priscila shares invaluable advice on these topics, highlighting the importance of having managerial and HR support during the PIP process. But here’s the kicker – PIPs aren’t just about highlighting the negatives. They’re a tool for growth and improvement. Sometimes, they even lead to the realization that a different role or company might be a better fit for the employee. Priscila’s golden nuggets of wisdom include keeping goals simple and achievable, focusing on team collaboration, and ensuring that every objective is meaningful for the company’s success. For all the budding customer success managers out there, Priscila’s advice is pure gold: be a good listener, document everything, and always show up for your team. Tune in and get ready to be inspired by Priscila Fletcher's journey and insights. This episode is packed with energy, expertise, and the professional flair you’ve come to expect from Your First... Let's dive in! 🎧✨
21 May 2024
Your First.... doing Digital Customer Success
SPECIAL EPISODEEEEEEEEEEEEE INCOMING!! Austin, what's good? 🔥 I know season 2 is a slow one, but I promise to make it up to you with this one! A special duo-releasing episode where we dive into the dynamic world of customer success in the digital age with one of my idols: Alex Turkovic. On this podcast, I share insights from my journey in customer success, where I’ve met idols, faced challenges, and celebrated victories. We'll explore topics like the importance of being unapologetically yourself, the impact of digital CS, and the strategies that have helped us reduce churn and increase revenue at Whale. And I did all this on the couch of the brilliant, incomparable, genius soul, also known as Alex Turkovic, host of the Digital CS Podcast and a seasoned expert in customer success & experience. Together, we discuss our experiences of the practicalities of implementing digital strategies. Alex brings his expertise from a diverse background, including music, corporate learning, and customer training, offering a unique perspective on the intersection of customer experience and digital tools. Whether you're a seasoned CSM or just starting in the field, this episode is your go-to resource for actionable advice, personal stories, and the latest trends in customer success. Tune in to learn how to leverage digital tools, build effective playbooks, and create genuine connections with your customers. Ooooh, you're going to love this one. Also, because Alex has that radio voice, do you know what I mean? And I throw in an F-bomb here & there, and I get to talk about @Kristi Falturusso, who is literally Mother!
22 Feb 2024
Your First... Time Being a Teamlead
Welcome to Your First... Show, where we explore the thrilling journey of first experiences in the world of Customer Success Management. I'm Stino, your host, and in this episode, we delve into the insights and experiences of Prashanth Jothi, a seasoned CSM and newly appointed team lead at HubSpot. In this second episode of our second season, Prashanth opens up about his transition into leadership and the challenges he faced along the way. From his humble beginnings to his recent promotion, Prashanth shares the pivotal moments that shaped his career trajectory. Join us as Prashanth discusses his journey into customer success, his decision to pursue a leadership role, and the valuable lessons he's learned along the way. From navigating management meetings to adapting communication styles, Prashanth offers candid advice for aspiring team leads. Throughout the episode, Prashanth reflects on the importance of communication, the need for continuous learning, and the significance of celebrating wins as a team. With personal anecdotes and practical tips, he provides invaluable insights for anyone aspiring to excel in the field of customer success. Tune in as we uncover Prashanth's strategies for managing relational risks, tackling educational challenges, and fostering a supportive team dynamic. Whether you're a seasoned CSM or just starting out in your career, this episode promises to inspire and empower you on your journey in customer success. Don't miss out on this enlightening conversation with Prashanth Jothi, as we explore the highs, lows, and everything in between of being a team lead in the world of customer success. Subscribe now to Your First... Show and embark on a journey of discovery with us!
14 Feb 2024
Your First... Time Applying for a Customer Success Role
Calling all aspiring CSM rockstars! This episode of Your First... Show explodes with Luke's insider secrets to CRUSH your Customer Success Manager journey. Get ready to: Unleash your inner CSM Jedi: Master the essential traits from good vibes to business smarts. Become a revenue rocket: Discover how CSMs are transforming into strategic champions. Craft a resume that screams "hire me!": Ditch the boring template and inject your unique story. ✍️✨ Rock your online presence: Own LinkedIn like a pro and connect with the key decision-makers. Nail those interviews: Prepare like a champion and answer their trickiest questions with ease. Avoid epic job search fails: Ditch the shotgun approach and target your dream companies strategically. Plus, Luke drops golden nuggets on: Common mistakes to avoid (don't be that person!) The power of defining your ideal company profile. Why slowing down can actually lead to a faster job search. This episode is pure gold for anyone who wants to launch a thriving CSM career. Hit play and unleash your inner success story! ✨
28 Dec 2023
Your First... Lay off
In the final episode of "Your First ... Shpw" for 2023, I invited back guest Melanie Fay to discuss landing a job in customer success after experiencing layoffs. Melanie shares her personal experience of facing two layoffs within a year in the tech industry. The episode focuses on the raw and challenging aspects of job searching, especially after unexpected job losses. Melanie emphasizes the importance of reevaluating priorities and motivations after a layoff, considering personal circumstances and severance packages. Despite the setbacks, she decided to stay in the tech industry and customer success, driven by her passion for the fast-paced environment and continuous learning. The conversation delves into practical tips for job seekers, starting with updating resumes to highlight successes and incorporating metrics. Melanie also recommends joining Slack communities related to customer success to connect with professionals and gain insights. The discussion touches on the significance of maintaining a positive outlook during interviews and avoiding negative remarks about previous employers. Overall, the episode provides valuable insights into navigating the challenges of job searching in customer success, emphasizing the importance of resilience and strategic thinking.
21 Dec 2023
Your First... Time picking a CS Tool
Join Laurence (THE OG 🔥) and me in this episode of the "Your First..." show where we delve into the world of Customer Success Tools. Discover the benefits of automating tasks and communications, leading to resource efficiency and an enhanced customer experience. We highlight the importance of segmenting clients based on needs and usage patterns for effective customer success management. Learn valuable tips for selecting CS tools, such as consulting with customer success professionals in your network, considering budget constraints, and involving technical teams early in the decision-making process. Native integrations with other tools are key considerations, ensuring a seamless fit and setup. Our convo also touches upon the significance of onboarding and training for new tools, with practical advice on asking about these processes before implementation. Don't miss out on this episode filled with practical insights and expert advice on navigating the dynamic world of Customer Success Tools ✨
13 Dec 2023
Your First... Time capturing Customer Outcomes
We fucked up, so you don't have to. In this episode, join me in a captivating conversation with the phenomenal Melanie Faye, the eternal smile of Customer Success. As a seasoned Customer Success Manager, Melanie shares her wealth of experience and insights on capturing customer outcomes and paving the way to genuine success. 🌟 Key Highlights: 🤝 Building Lasting Relationships: Melanie divulges the secrets to cultivating strong and enduring connections with customers. Discover the magic that transforms a transaction into a partnership. 🚀 Strategies for Success: Uncover the proven strategies and methodologies that propel customers towards their goals. Melanie sheds light on the proactive steps every Customer Success Manager should take. 🎯 Navigating Challenges: Melanie and I discuss common challenges faced by Customer Success Managers and provide valuable insights on overcoming obstacles, ensuring your customers achieve their desired outcomes. Whether you're a seasoned professional in customer success or just starting out, this episode promises actionable takeaways to elevate your approach. Join us for an inspiring conversation that will leave you equipped to create an eternal smile on the faces of your customers.
5 Dec 2023
Your First... Difficult Conversation
We're spilling the beans on navigating tricky convos in customer success. And we've got a rockstar in the customer success world on today's Episode. Meet Dillon Young, a Customer Success powerhouse with over a decade of experience, dedicated to boosting retention, driving expansion, and crafting killer data-driven strategies. What's Happening in this Episode: Managerial Jives: Learn to chat straight with your boss without the drama. It's all about turning those manager convos into leadership wins. Sales Vibes: Crack the code on smooth sailing with the sales team. Turn clashes into collaborations and make that customer success-sales relationship sing! Product Talks: Dive into talking tech with the product team. Find the sweet spot between customer love and tech reality. Client Gossip: Breaking bad news without breaking trust? We've got the lowdown on client convos and turning feedback into success. Growth Bites: Turn challenging convos into growth opportunities. It's all about continuous learning and staying on top of industry trends. Emo Intel Snacks: Uncover how emotional intelligence takes the lead in winning those tricky conversations. Industry Whispers: Stay ahead with insights into the ever-evolving world of customer success. Hear how difficult convos are shaking things up. Ready for real talk? Hit subscribe and join the party. Because success is just a conversation away! 🚀
29 Nov 2023
Your First... Time Managing Expectations
In this magical journey, Marija, a former classical musician turned tech maven, spills the tea on her transformation and shares golden nuggets for CSMs. Expect insights on managing expectations, setting internal timelines, and avoiding the burnout hustle. We also dive into Marija's passion project, "Women in Customer Success," a podcast aiming to be the ultimate hub for women in the industry. Get ready for inspiring stories and empowering vibes! Navigating the customer success landscape, we tackle the challenges of feature requests outside the product roadmap, discuss the delicate dance between CSMs and sales teams, and unveil Marija's playbook for risk management. Tune in now for a dose of wisdom, laughs, and a journey into the heart of customer success. 🚀✨
17 Aug 2023
Your first... Kick-Off Call
In this episode, I team up with the incredible Katherine Lockley (https://www.linkedin.com/in/ACoAABUtExwBmd4SGqrT3pokEnGTO5DZ3phRmIw) to uncover the secrets of successful customer kickoffs! It's all about building partnerships and trust through conversation, leaving formal slides behind. Preparing is key – researching customers and having the right questions ready to unveil their goals and expectations. But before that, let's understand their challenges first! Tricky key users? No worries – frank conversations and creative solutions are the way to go. And remember, honesty is vital when dealing with unexpected changes. Katherine recommends "Onboarding Matters" by Donna Weber (https://www.linkedin.com/in/ACoAAAAAuocBFnfpx9H4jPnaAlwA-5ZyzCyvWM8) as a must-read.
10 Aug 2023
Your first... time hiring a Customer Success Manager
In a groundbreaking episode that's destined to go down in podcast history, we sat down with Kristi Faltorusso to unravel the complexities of "Hiring Your First Customer Success Manager". Brace yourselves for a masterclass in customer-centric recruitment that's bound to reshape your approach to building a rockstar Customer Success team! 🤝💼 Here's a sneak peek into the treasure trove of insights that this episode holds: 🌐 The Ever-Evolving Landscape of Customer Success: Kristi delves into the heart of the matter, discussing how some companies have embraced customer success while others are still unraveling its intricacies. Get ready for a rollercoaster journey through the evolving dynamics of this pivotal domain. 🔍 No One-Size-Fits-All in Customer Success: Unraveling the myth of a universal customer success formula, Kristi unveils the reality that it's a customized journey for each product, market, and customer. Brace yourselves for the unveiling of strategies that adapt to uniqueness. 🌟 The Soft Skills that Shine Bright: Kristi takes us on a guided tour of the essential soft skills that every budding Customer Success Manager should possess. Communication, intellectual curiosity, grit – she dissects the traits that differentiate the good from the exceptional. 📈 Mastering Business Acumen: Unveiling the hidden gem that's often overlooked – business acumen. Kristi paints a vivid picture of how understanding the business landscape is pivotal for any Customer Success Manager worth their salt. 💡 The Jewel-Encrusted Tips for Success: Brace yourselves for a rapid-fire succession of golden tips. Resetting expectations, networking within the Customer Success community, and cultivating a thriving personal network – Kristi reveals strategies that pave the way for career ascent. 💼 Hiring: A Two-Way Expedition: In a world where alignment is key, Kristi walks us through the symbiotic dance between a company and its potential CSMs. Learn how values, goals, and cultures intertwine in a successful hiring partnership. 🎓 The Onboarding Odyssey: Kristi lays out a roadmap for turning fresh hires into customer success dynamos. From preparation and time investment to contextual training and stakeholder connections, she unveils the recipe for seamless onboarding. 🙌 A Gratitude-Filled Conclusion: As the curtains draw close on this episode, an air of gratitude envelops the room. Kristi Faltoruso and Stijn Smet express their heartfelt appreciation, leaving us all with a sense of fulfillment. Remember, the success of your customers starts with the success of your team. Let's dive in together!
8 Jun 2023
Your first... Sales Handover
Get ready for an electrifying episode of our podcast as I team up with the brilliant Vince to unravel the secrets behind a seamless transition from sales to customer success! In this thrilling conversation, Vince and I dive deep into the importance of a sales handover process. We discuss the vital role of clear communication, shared accountability, and the presence of all key stakeholders in ensuring a smooth transition. Join us as we fearlessly tackle the challenges and bottlenecks that can arise during this critical phase. From the pitfalls of overselling to the need for goal alignment and KPIs, we leave no stone unturned. But that's not all! We shed light on the significance of communication and collaboration between sales and customer success teams. Discover how regularly checking in on usage levels can prevent churn and how measuring account health and red flags can gauge the effectiveness of the handover process. Prepare to be inspired as we share the most important aspects of a successful customer success organization. Don't miss this dynamic episode filled with actionable advice and industry secrets. Get ready to transform your sales handover process and skyrocket your customer success journey. Tune in now and unleash the power of seamless transitions and exceptional customer experiences!
2 May 2023
Your first... Search for a Job as a Customer Success Manager
Get ready for an exciting episode of the 'Your First...' Show! In this edition, we explore how to land the CS job of your dreams. We share insider tips and tricks, including the importance of networking, tailoring your resume to highlight transferable skills, and researching companies to gain insight into their values and culture. We also explore the nuances of customer success versus customer support roles and how to position yourself for success in the competitive job market. Get ready to take your job search to the next level by listening to this episode, where you'll learn how to stand out from the crowd and land the customer success job of your dreams. So don't wait; tune in now and discover how to prepare for interviews, ask the right questions, and connect with valuable resources to kick-start your career in customer success!
5 Apr 2023
Your first... Job as a Customer Success Manager
Welcome to my first episode 🤗 In this podcast episode, Manon Vlerick, a Customer Success Manager of GoodHabitz, shares her journey as a CSM, including how she stumbled upon Customer Success as a career, her first job as a CSM, and the responsibilities that came with it. She talks about the challenges she faced and how she overcame them. Manon also discussed the questions she asked and wished she had asked during her first job and her likes and dislikes of being a Customer Success Manager. She gives valuable advice to those starting their first job as a Customer Success Manager, including the resources and skills needed to succeed in this field. Don't miss out on this informative and engaging conversation.
10 Mar 2023
Trailer
You're listening to ‘Your first...’ show. A podcast about experiencing your first everything as a Customer Success Manager. My name is Stino & I’m a Team Lead of Customer Success. I’m best known for my love for the Real Housewives & helping Junior & Aspiring CSMs out to be the next CS superstar. I sit down every Month with other Customer Success Managers to talk about their first experiences as a CSM, the lessons they’ve learned & how to make an impact.
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