Women in Customer Success Podcast

Are you looking for ways to boost your career growth and master the art of building a personal brand? 

Natasha Evans, Head of Customer at Hook is who I welcome in this episode of the Women In Customer Success podcast.

Natasha has spent the last 10 years in Customer Success, first as a Customer Success Manager and then leading teams and whole CS organisations. Natasha loves both the building of processes and frameworks in CS as well as building diverse teams and cultures. Natasha is a big advocate for working parents, female leaders, and Customer Success as a function in SaaS.

We discuss the importance of being authentic to yourself as you face the challenges on your customer success journey. When you build your personal brand, it’s not just about gaining visibility, it’s about showcasing your unique skills and achievements. Strategic self-promotion is crucial for both professional and personal growth. 

We also go into:

• Why stepping up and taking ownership is important
• Strategies to elevate your personal brand
• How to build your personal brand and get promoted

Other people’s experiences can be invaluable lessons for improvement. So, tune in, learn how to build your personal brand and make your mark in the industry you’re in.

Follow Natasha!

This episode was brought to you by Deployflow.

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In this exciting episode of the Women In Customer Success podcast, I am joined by Giorgia Pedenzini, a Customer Success Manager at Gainsight and a pro at building strong customer relationships. 

In our conversation, Giorgia gives strategic CSM tips, from deepening your understanding of customer needs to improving customer interaction skills. She shares her journey to becoming a customer success manager and her experience building a career in customer success.

We talk about building customer loyalty, and Giorgia gives helpful advice for CSM professionals. She explains the importance of really getting to know and forming deeper relationships with customers. Giorgia also talks about the importance of entrepreneurial skills for CSMs, showing how these can help innovate and push your career forward. 

What this episode has in store for you:

• CSM career tips
• CSM strategic thinking skills
• Celebrating customers’ success
• How to get to know your customers better

This episode is sponsored by Gainsight, a customer success and product experience software.

Follow Giorgia!

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In this episode of the Women In Customer Success podcast, my guest is Ursula Llabres, the Global Director of Customer Growth and Commercial Sales at Reality Labs, Meta.

Ursula was one of the founding leaders of customer success practice (being one of the first 10 in CS at salesforce.com back in 2005) and has since transformed and led high-performing global teams at some of the top tech companies like Oracle, Salesforce, Box, Microsoft, InsideSales and now Meta to name a few. 

We talk about how to reach an executive position and the important senior management skills needed for an executive-level position. Whether you're just starting out as a Customer Success Manager or you’re an experienced manager, Ursula shares helpful information that will help you get ahead. 

Ursula gives tips on communicating with authority, articulating thoughts and ideas clearly and effectively, and how to be confident as a manager.

She also advises how to dress like an executive and the right executive style to help you look and feel professional.

In today’s episode, you’ll learn:

• How to lead as an executive
• Confidence tips for managers
• Senior managerial skills
• How to be articulate and well-spoken
• How to communicate with authority
• How should an executive dress
• Inclusion and diversity
• Strong body language 
• How to get into an executive position
• Skills to thrive as an executive

If you're on your own leadership journey, feel free to share your experiences in the comments below. Let’s grow together!

This episode is brought to you by Vitally.io.  Visit vitally.io/women today to schedule your demo and get your Airpods.

Follow Ursula! 

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In this episode, my special guests are Emilia D'Anzica and Sabina Pons, both mothers in Customer Success. Emilia is the founder of Growth Molecules, and Sabina is its Managing Director. They co-authored a book called 'Pressing ON as a Mom in Tech' - a guidebook for mothers who want to thrive in tech.

In this video, you’ll hear about: 

• Sabina’s journey as a young mom in corporate America
• Emilia’s experience about what it looks like to be a mother in tech
• Maternity leave for women in tech
• Pregnancy discrimination at work
• Strategies for thriving as a mom in tech

This genuine talk, filled with useful advice and real-life stories, will make you feel seen. Tune in now for a dose of inspiration!

If you are a mom in tech, feel free to share your experience in the comments below.

Follow Emilia D’Anzica and Sabina Pons!

This episode is brought to you by Vitally.io. Visit vitally.io/women today to schedule your demo and get your Airpods.

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In this episode, Marley Wagner, a digital customer success consultant with a wealth of experience, takes you on a journey through the digital customer success landscape. Discover how to get started with digital customer success, achieve work-life balance, and how to be a good customer success professional.

In this episode, you’ll find the answers to these two questions: 

• What does a digital customer success consultant do?
• What is digital customer success experience?

Plus, if you were wondering where to start when creating a digital CS practice, you’ll hear about the shortest way to get started in digital customer success, and how to identify and stand up for your personal needs in the workplace.

Don’t miss out - tune in to learn from Marley’s digital customer success experience and get some useful tips for succeeding in the digital world.

Follow Marley Wagner!

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In today’s episode, we will be breaking into Customer Success and how to stand out when applying for a job in CS with Shannon Nishi. Shannon is the Director of Customer Success at Customer.io, and has been through a bunch of interviews on both sides of the chair herself. 

So in this episode, she shares with us:

• How to read your audience
• Processes for business continuity
• How to write a resume that speaks to the hiring manager
• Resume red flags and how to avoid them
• Mistakes to avoid in your job interview
• How to best prepare for a job interview
• What to ask at the end of a job interview

Thinking about giving customer success a try? Join us for expert tips on writing standout resumes and acing job interviews. 

Don’t miss out - polish your skills and get ready to seize opportunities! Because opportunities will come, but it’s a matter of how we react that will make all the difference.

Follow Shannon Nishi

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Vicky Kennedy, Founder of Echtus, a customer education service, shares her insights on why it is important to strategically design customer education. She takes us through her journey from academia to entrepreneurship, highlighting her experience in higher education and the transition to the tech industry. If you want to know more about incorporating targeted customer education into your Customer Success strategy, then this conversation is a must-listen.

In this episode, you’ll hear about:

• What is customer education?
• What is the purpose of customer education?
• The value proposition of customer education for business 
• Mistakes to avoid when starting out with customer education 
• Challenges in customer education
• Vicky’s entrepreneurial journey
• Being entrepreneurial in your current role 

Tune in and learn with us - from insights and entrepreneurship to everything you need to know about customer education.

Follow Vicky Kennedy

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Nicky Feeney, ClickUp's global success enablement manager, shares her journey from account management to crafting her unique role within the tech industry. She’s managed to get promoted to her new role in only three months. 

In this episode, you’ll hear how it happened. We focus on the importance of fine-tuning interactions with supervisors and clients, emphasising the significance of celebrating victories alongside addressing challenges.

Here's what we cover in our interview:

• Creating your role in customer success
• Career lessons for CSMs
• The importance of nurturing soft skills as a CSM
• Creating a vision and executing goals
• The 4 pillars of customer success enablement

Tune in for an inspiring conversation - one that will motivate you to craft the best customer success story.

Follow Nicky Feeney!

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

My guest in this episode is Julie Fox - one of the Top 100 Customer Success Strategists, and one of the 25 Creative Leaders. She is a people leader who deeply cares about her team; and cares about them as humans, taking care of their wellbeing at work. Her current role is Sr Manager of Customer Success at FloQast. 

Julie's story is far from ordinary, with roots in special education and strides in commercial real estate. However, with a special interest in coaching and a growth mindset, she managed to transition to a completely different career i.e. what she does now.

She says that being a leader is endlessly fulfilling, as you are in a position to help others unlock their full potential. And it's a privilege to be part of people's stories.

Here's what we covered in our interview:

• Creating opportunities for yourself and changing careers
• How to motivate your team as a team leader
• The benefits of a feedback-driven approach
• Lessons learnt from our careers
• Developing teams by fostering human connection

I am sure you will enjoy this episode and our conversation. 

Follow Julie Fox!

Recommended book: Radical Candor by Kim Scott

Recommended tool: Gong

__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

- LinkedIn - linkedin.com/company/womenincs

- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie