HubSpot

In this week's CS Blueprint, Jay and Kristi, discuss whether what the right metric for customer success teams is - does focus on NRR create lazy CSMs?
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: <a href='http://gaingrowretain.com/'>http://gaingrowretain.com/ </a>
Connect with Krisi Faltorusso: <a href='https://www.linkedin.com/in/kristiserrano/'>https://www.linkedin.com/in/kristiserrano/ </a>
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

CS Blueprint: Key Metrics for Customer Success

Today, we are joined by Kyle Poyar, an Operating Partner from OpenView. The OpenView team are experts and leaders in the space of Product-Led Growth (PLG) companies. Kyle helps us better understand how these product-led companies are building customer success.
 
<a href='https://www.linkedin.com/in/kyle-poyar/'>You can find more about Kyle here</a>
<a href='https://openviewpartners.com/'>More about OpenView Partners</a>
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
 
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at <a href='http://gaingrowretain.com/'>GainGrowRetain.com</a>! Or follow our <a href='https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true'>GGR LinkedIn page</a>.
 
GGR was co-founded by <a href='https://www.linkedin.com/in/jeffreybreunsbach/'>Jeff Breunsbach </a>and <a href='https://www.linkedin.com/in/jaynathan/'>Jay Nathan</a> - be sure to follow for customer success content.

Worlds colliding: PLG + ﻿Customer Success

Carlos Quezada and Matt Harmon join the podcast today from HPE Aruba, where they lead customer success as a service. They've been leading the charge on building digital-first experience (and even winning awards).
 
We get an update on where they are finding success within their digital ecosystem to drive a positive experience amongst their customers.
 
You can find Carlos here: <a href='https://www.linkedin.com/in/cquezada/'>https://www.linkedin.com/in/cquezada/</a>
You can find Matt here: <a href='https://www.linkedin.com/in/mdharmon/'>https://www.linkedin.com/in/mdharmon/</a>
 
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
 
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at <a href='http://gaingrowretain.com/'>GainGrowRetain.com</a>! Or follow our <a href='https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true'>GGR LinkedIn page</a>.
 
GGR was co-founded by <a href='https://www.linkedin.com/in/jeffreybreunsbach/'>Jeff Breunsbach </a>and <a href='https://www.linkedin.com/in/jaynathan/'>Jay Nathan</a> - be sure to follow for customer success content.

Leading the charge on digital-first customer success

Today, we dive into the depths of our LinkedIn content. We try to surface old posts to drum up discussion and opinion...
<ul><li>QBRs</li>
<li>Customer journey</li>
<li>Scaled customer success</li>
</ul>
You can find Kristi here: <a href='https://www.linkedin.com/in/kristiserrano/'>https://www.linkedin.com/in/kristiserrano/</a>
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
 
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at <a href='http://gaingrowretain.com/'>GainGrowRetain.com</a>! Or follow our <a href='https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true'>GGR LinkedIn page</a>.
 
GGR was co-founded by <a href='https://www.linkedin.com/in/jeffreybreunsbach/'>Jeff Breunsbach </a>and <a href='https://www.linkedin.com/in/jaynathan/'>Jay Nathan</a> - be sure to follow for customer success content.

Around the Horn with Kristi, Jay, and Jeff

Jeetu Mahtani, EVP of Customer Success at HubSpot joins Jeff and Jay to talk about HubSpot's customer success organization. They jump into enabling a positive sales and success partnership and how to drive technology into your customer experience. You can find Jeetu here: <a href='https://www.linkedin.com/in/jeetumahtani/'>https://www.linkedin.com/in/jeetumahtani/</a>

And you can find more about HubSpot here: <a href='https://hubspot.com/'>https://hubspot.com/</a>

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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.

We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at <a href='http://gaingrowretain.com/'>GainGrowRetain.com</a>! Or follow our <a href='https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true'>GGR LinkedIn page</a>.
 
GGR was co-founded by <a href='https://www.linkedin.com/in/jeffreybreunsbach/'>Jeff Breunsbach </a>and <a href='https://www.linkedin.com/in/jaynathan/'>Jay Nathan</a> - be sure to follow for customer success content.

Enabling a Customer-First Experience with Jeetu Mahtani

Jay sits down with <a href='https://www.linkedin.com/in/aurel-laor/'>Aurel Laor</a>, the Chief of Staff to the Chief Customer Officer at AppsFlyer. The CCO at <a href='https://www.appsflyer.com/'>AppsFlyer</a> happens to be our good friend, Ziv Peled.
Jay and Aurel talk through long term thinking when short term results are sometimes needed. They talk about hyper growth and how they've handled that at AppsFlyer. And finally touch on a Chief of Staff role and what exactly it entails.
 
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
 
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at <a href='http://gaingrowretain.com/'>GainGrowRetain.com</a>! Or follow our <a href='https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true'>GGR LinkedIn page</a>.
 
GGR was co-founded by <a href='https://www.linkedin.com/in/jeffreybreunsbach/'>Jeff Breunsbach </a>and <a href='https://www.linkedin.com/in/jaynathan/'>Jay Nathan</a> - be sure to follow for customer success content.

Long Term Thinking in Customer Success

Jeff is joined by <a href='https://www.linkedin.com/in/christianjakenfelds/'>Christian Jakenfelds</a> from <a href='https://www.planhat.com/'>Planhat</a>, a customer success platform. Jeff and Christian give a preview of a webinar that they co-hosted around metrics - how teams can move from leading to lagging indicators.
 
If you want to download the full webinar, <a href='https://www.planhat.com/community/how-to-be-a-leader-on-lagging-metrics/'>check it out here</a>. Special thanks to Higher Logic Vanilla and Planhat for sponsoring this episode of Gain Grow Retain.
 
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
 
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at <a href='http://gaingrowretain.com/'>GainGrowRetain.com</a>! Or follow our <a href='https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true'>GGR LinkedIn page</a>.
 
GGR was co-founded by <a href='https://www.linkedin.com/in/jeffreybreunsbach/'>Jeff Breunsbach </a>and <a href='https://www.linkedin.com/in/jaynathan/'>Jay Nathan</a> - be sure to follow for customer success content.

Metrics, Metrics, Metrics

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In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations about growing and scaling subscription businesses with a customer-first approach.  The podcast is aimed at SaaS and technology leaders who are facing the day to day challenges of scaling.  This podcast is brought to you by Higher Logic.

CS Blueprint: Key Metrics for Customer Success

DESCRIPTION

Today's Host

Jeff Breunsbach

Jay Nathan

Recent Episodes

CS Blueprint: Key Metrics for Customer Success

DESCRIPTION

Today's Host

Jeff Breunsbach

Jay Nathan

Recent Episodes

Worlds colliding: PLG + ﻿Customer Success

Leading the charge on digital-first customer success

Around the Horn with Kristi, Jay, and Jeff

Enabling a Customer-First Experience with Jeetu Mahtani

Long Term Thinking in Customer Success

Metrics, Metrics, Metrics

Worlds colliding: PLG + Customer Success