Churn Hacking: A Customer Success Podcast

Episode 11: Eric Kades, Founder at TextChat by JetSense

In this episode I speak with Eric Kades, founder of the platform TextChat. Eric has over 20 years of experience building customer contact teams, and recently developed the TextChat platform, which offers a new & revolutionary way for support & sales teams to interact with their clients. Have a listen as Eric talks us through this new platform together with his thoughts on using AI and Chatbots within the Customer Contact industry. Enjoy!

Episode 10: Mike Sasaki, Global Head of Customer Success & Support at Mitek Systems

In this Episode I speak with Mike Sasaki, Global Head of Customer Success & Support at Mitek Systems, one of the leading Digital ID Verification companies. Have a listen as Mike discusses the pros & cons of building Success teams within a startup with limited funds, as well as at Large Enterprises such as Oracle, with almost unlimited resources. Mike also discusses why making customers happy should not be the goal of Customer Success and why to never say ‘maybe’ to a customer. Enjoy!

Episode 9: Derek Pawsey, Head of Customer Journey at Wix.com

In this episode I speak with Derek Pawsey, Head of Customer Journey at Wix.com, the DIY website-building giant. Listen as Derek offers us his insights and experiences of how he has been instrumental in developing Wix’s customer success strategy for their almost 190m users. As 'The' platform for easy-to-build professional websites, Wix's Customer Success operates a little differently to those as discussed in previous episodes. Due to their highly scalable and low-cost business model, it was fascinating to learn from Derek how Success is managed at Wix. Enjoy!

Episode 8: Shannan Hanson, VP of Customer Success at ZPA (formerly Profitect)

In this episode we speak with Shannon Hanson, VP of Customer Success at ZPA (formerly Profitect). Shannan first joined the Customer Success field 10 years ago, and has overseen huge changes in CS, particularly the transition of the classic Account Manager to Customer Success Manager role. Have a listen as Shannan takes us back to how she built successful CS teams at Cloudlock (Bought by Cisco) and Profitect, the challenges she first encountered trying to win internal buy-in for what was then an unknown "Customer Success"  entity, and the effect on her team operations as a result of Covid. Enjoy!

Episode 7: Lincoln Murphy, Customer Success Growth Expert, Consultant & Thought Leader

In this episode I interview once of the most remarkable thought-leaders within the Customer Success Space, Lincoln Murphy. Take a listen as Lincoln takes us through the early days at Gainsight, the Customer Success Platform giant, where he was tasked with co-writing the number 1-selling Customer Success book on Amazon [https://www.amazon.com/Customer-Success-Innovative-Companies-Recurring/dp/1119167965/ref=sr_1_1?dchild=1&keywords=lincoln+murphy&qid=1603099242&sr=8-1]. He talks about what Customer Success means to him, the common mistakes often made by CS leaders, and his passion for his other day job; Professional wrestling! Enjoy!