Introducing the Customer Success Leader Podcast

According to LinkedIn’s 2020 Emerging Jobs Report, customer success professionals are in seriously high demand. With a 34 percent annual growth rate over last year, Customer Success Specialist was ranked 6th in the top 15 emerging jobs in the U.S. 

Today we’re excited to launch a new podcast dedicated to the customer success community, Customer Success Leader. Hosted by Flatfile’s co-founder, Eric Crane, Customer Success Leader is THE place to share ideas, stories and learn more about what it's like to be an effective customer success professional. 

In each episode, we speak with a strategic customer success team leader to learn about their best practices, mistakes they’ve made, and everything in between. Listeners can tune in to hear about the ways they can improve the customer experience, the tools they can implement to become a better customer success leader, and tips for creating impactful relationships with customers - at scale. 

Take a listen below to hear the why behind the show and what you can expect to get out of future episodes. 

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Apple Podcasts or iTunes | Google Podcasts | Stitcher | Spotify

Below are the first two episodes of the Customer Success Leader. Give them a listen and let us know what you think by leaving us a rating on Apple podcasts or send feedback to hello@flatfile.io.

Episode one

The Customer May not Always be Right but They Should be First 

Guest: Jeff Breunsbach, Director of Customer Experience, Higher Logic

For early-stage companies, building the foundation for a customer success program can be a little daunting. It’s not enough to simply push your product out to market. An in-depth understanding of the customer experience is imperative for designing a strategic plan to support and bolster the efforts of the organization as a whole.

Things like market fit, the power behind your sales engine, and identifying the right problem to assure the right solution are all things Jeff Breunsbach, Director of Customer Experience at Higher Logic, looks at when working with clients. Jeff shares his insights and best practices for setting up and maintaining a customer success program.

In this episode you’ll learn more about: 

  • The steps to stand up a successful customer success program

  • How customer success drives business outcomes

  • Challenges that can prevent programs success

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Apple Podcasts or iTunes | Google Podcasts | Stitcher | Spotify

Episode two

Customer Success: The Ambassadors of Change Management

Guest: Kristi Faltorusso, VP of Customer Success, IntelliShift 

Customer Success is not just an exit survey or ensuring that the messaging is getting through. Kristi Faltorusso, Vice President of Customer Success at IntelliShift details how her team is involved from Day Zero through testimonials, references, and more. 

In this episode, you’ll learn about:

  • Customer Success partnering with other cross-functional teams

  • How to drive operational efficiency and maximize customer assets 

  • The need for agility in customer success

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Apple Podcasts or iTunes | Google Podcasts | Stitcher | Spotify

Stay tuned for more episodes of the Customer Success Leader and be sure to subscribe to the podcast on Apple Podcasts, iTunes, Google Podcasts, Google Play, Stitcher, and Spotify.

Subscribe, listen, rate, and review the Customer Success Leader podcast:

Do you have an amazing topic idea or want to suggest a guest who will knock our socks off? Email hello@flatfile.io with your thoughts. 

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