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Listen "Panel: Doing more with less in CS, with Utah CS experts"
Episode Synopsis
Recorded episode from a live podcast event on hosted at Silicon Slopes Studio on September 11th, 2024.
Welcome our guest panel:
Doug Norton | Head of CS @ Bill.com
Kate Sharp | Director of CS @ BrainStorm
Roger Mendez | Global Leader of CS @ Cisco
Alyssa Sorensen | Customer Education @ Spiff
These Utah CS experts join Casey Trujillo to discuss the landscape of customer success in the SaaS industry, particularly in the context of doing more with less. Listen to hear a variety of strategies and best practices from our guests on focusing on essential tasks, evaluating new initiatives, and the significance of collaboration across teams.
Takeaways
Creating a consistent framework is essential for success.
AI can be a valuable tool if used correctly.
Aligning initiatives with leadership goals is crucial.
Iterating on projects can lead to better outcomes.
Identifying quick wins can build momentum.
It's important to focus on essential tasks and let go of the rest.
Collaboration across teams enhances effectiveness.
Evaluating new initiatives requires clear metrics and timelines.
Continuous improvement is key to success in customer success.
Contents
00:00 Introduction to SaaS Therapy and Guests
02:52 Navigating Customer Success in a Resource-Constrained Environment
06:32 Aligning Initiatives with Leadership Goals
09:14 Consulting Insights on Efficiency and Effectiveness
12:08 Best Practices for Focus and Clarity
20:30 Evaluating New Initiatives: When to Pivot or Pull the Plug
30:08 Homework Assignments for Continuous Improvement
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
Welcome our guest panel:
Doug Norton | Head of CS @ Bill.com
Kate Sharp | Director of CS @ BrainStorm
Roger Mendez | Global Leader of CS @ Cisco
Alyssa Sorensen | Customer Education @ Spiff
These Utah CS experts join Casey Trujillo to discuss the landscape of customer success in the SaaS industry, particularly in the context of doing more with less. Listen to hear a variety of strategies and best practices from our guests on focusing on essential tasks, evaluating new initiatives, and the significance of collaboration across teams.
Takeaways
Creating a consistent framework is essential for success.
AI can be a valuable tool if used correctly.
Aligning initiatives with leadership goals is crucial.
Iterating on projects can lead to better outcomes.
Identifying quick wins can build momentum.
It's important to focus on essential tasks and let go of the rest.
Collaboration across teams enhances effectiveness.
Evaluating new initiatives requires clear metrics and timelines.
Continuous improvement is key to success in customer success.
Contents
00:00 Introduction to SaaS Therapy and Guests
02:52 Navigating Customer Success in a Resource-Constrained Environment
06:32 Aligning Initiatives with Leadership Goals
09:14 Consulting Insights on Efficiency and Effectiveness
12:08 Best Practices for Focus and Clarity
20:30 Evaluating New Initiatives: When to Pivot or Pull the Plug
30:08 Homework Assignments for Continuous Improvement
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
More episodes of the podcast SaaS Therapy
RECAP: The Path to Customer Success with Lincoln Murphy VP of Customer Experience @ListKit
02/12/2025
The Quality of Your Questions: CS Secrets from the Trenches with Todd Kirk and Casey Trujillo
18/11/2025
Establishing New Success Metrics for Customer Education with Todd Kirk and Casey Trujillo
04/11/2025
The Evolution of Customer Success Strategies with Dan Steinman, Director @ Colson Fellows
28/10/2025
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