The Hyperengage Podcast

In this episode of the hyperengage podcast, Adil Saleh speaks with Ryan Born, CEO and co-founder of Cloud Campaign, about starting and scaling a social media management SaaS company focused on agencies. They discuss the competitive landscape when Cloud Campaign launched in 2017, how they differentiate by serving agencies, handling API restrictions from social platforms, and using generative AI for content. Ryan also shares insights on their growth, customer success, and key metrics for driving retention and expansion.

In this enlightening episode of The Hyperengage Podcast, Adil Saleh interviews Ryanne Koch, a senior Customer Success Manager at the leading e-sign company PandaDoc. They delve deep into the integration of various tech systems to enhance the customer journey, and how these systems ultimately contribute to a seamless customer experience. As Ryanne says, “It's really important to have as much of a holistic view as possible. So we lean into our tech stack a lot to do that."

Watch this episode to get answers to questions like:

- How can businesses transition smoothly from account management to customer success?

- What does a standardized onboarding process at a SaaS company like PandaDoc look like?

- How does the integration of different systems contribute to a seamless customer experience?

- What are some effective strategies for maintaining performance during periods of rapid growth or change?

Ryanne also shares valuable insights about her daily responsibilities at PandaDoc, her journey from commercial to enterprise clients, and how core company values have influenced their operations. This episode is a goldmine of insights for tech enthusiasts, Customer Success Managers, and anyone interested in understanding the intricate dynamics of managing customer experience in tech systems and SaaS companies.

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This episode of the Hyperengage Podcast features Gil Allouche, the CEO of Metadata.io, a B2B marketing platform for digital marketers, product marketers, and performance marketing teams.

In this conversation, Gil discusses the journey of building Metadata.io from the ground up as a technical founder, defining the ideal customer profile, change management for adopting new martech, and key advice for SaaS entrepreneurs on leaning into action over perfection.

Here is what we cover in this episode:

• The evolution of Metadata.io and Gil's journey from engineer to CEO
• How to optimize the ideal customer profile for sustainable growth
• The importance of change management for marketers adopting new technology
• Tips for SaaS founders on taking action over perfectionism

In this engaging episode of the Hyperengage podcast, your hosts Adil Saleh and Taylor Kenerson sit down with Ole Dallerup, the CTO and Co-founder of Dreamdata. Ole has had a fascinating journey, starting as a software engineer at Trustpilot and ultimately rising to the position of CTO within just eight years. Now, as the co-founder of a B2B revenue attribution platform, he shares insights on the challenges of building an MVP, the importance of early customer feedback, the quest for product-market fit, and the delicate art of balancing short-term delivery with long-term technical vision in his role as a CTO. Tune in for this insightful conversation and much more!

In today's episode, we sit down with Tony Tom — CEO and Co-Founder of produx.ai, the platform that's redefining how product teams access and understand customer insights.

Tony takes us on a journey from his early days at Incent AI, a startup that scaled rapidly and was eventually acquired by ZoomInfo, to the inception of produx.ai. He sheds light on the challenges product teams face as companies scale, especially when it comes to staying close to customers and accessing firsthand information.

Here's what we cover in the episode:

👉 Tony's experience with the zero-to-one journey at incent AI 👉 The rapid scaling of Insent AI and its acquisition by ZoomInfo 👉 Challenges faced by product teams in accessing customer insights as companies grow 👉 The importance of firsthand customer information and the gap in the market 👉 The vision behind produx.ai and its mission to empower product teams 👉 How produx.ai aims to provide product managers with deeper visibility into customer needs 👉 Tony's insights on the evolving landscape of product management and customer engagement

Emily Wang dives into the world of B2B SaaS. She explains why it's tricky to onboard different users and how tools like Bento help. With examples from well-known platforms and insights into Bento's features, Emily breaks it all down. Tune in to learn more about the ins and outs of User onboarding with Emily!

Join Taylor Kenerson as she engages in a candid conversation with Vlad Shlosberg, delving into the journey of startups, the importance of customer-centricity, and the evolving landscape of AI in customer support. Discover how Vlad's experiences shaped his venture and how he prioritizes customer love in every decision.

In this episode, we're joined by Jared Robin, co-founder of RevGenius, to explore the intersection of community-led growth and GTM strategies. Jared shares his unique perspective on how collaboration, creativity, and community can drive revenue and success in the GTM space. From the evolution of communities to the future of B2B go-to-market, this conversation offers actionable insights for GTM leaders, sales professionals, and anyone looking to harness the power of community in their strategies. Tune in for a fresh take on building thriving communities and accelerating growth in today's fast-paced market.

Adil Saleh chats with Prateek Mathur, founder of ActivatedScale, about connecting startups with vetted sales talent. Prateek discusses the challenges startups face in sales and how his platform offers a flexible solution. He differentiates Activated Scale from regular recruitment firms and highlights the role of referrals. The talk wraps up with insights on the changing landscape of sales.

Welcome to today’s episode of The Hyperengage Podcast. We had Daniel Skolnick, a results-driven VP of Customer Success at mavens°, with 13 years of experience in SaaS, specializing in revenue generation and team development. Daniel's passion lies in being a trusted advisor and creating a customer-centric culture, fostering exponential growth while utilizing data-driven strategies for success. At mavens, he continues to drive growth by leveraging insights from customer health scores and revenue data. So dive into this insightful episode for some useful nuggets.

Angeline Gavino, VP of Customer Success and Support at Katalon, emphasizes the importance of data-driven decisions in customer success management. Angeline discusses strategies for structuring a customer success team, creating a command center dashboard for account managers to access key data, incorporating AI and data-driven approaches, and managing support teams effectively. She talks about the need for prioritizing customer experience, setting right expectations, and continuously learning as key factors for success.

Melissa Kwan, the founder of eWebinar, shared her insights on startup ventures and building successful businesses in this episode. Kwan believes in iterating and persisting to build a successful product and aligning business decisions with personal lifestyle choices. She also emphasizes the importance of mastering marketing and sales, building authentic relationships, and incorporating a customer-centric approach. She shares her experience bootstrapping her companies and the challenges she faced while scaling customer success. Tune in to gain invaluable wisdom and practical advice from this remarkable founder.

In this episode of the Hyperengage Podcast, Kelsey Peterson, VP of Customer Success at Ashby, shares valuable insights on customer success management strategies for small and medium-sized businesses (SMBs). The discussions cover a range of topics, including the significance of data-driven hiring practices, the potential of AI integration into CRM systems, and the importance of adaptability and strong customer relationships. Kelsey emphasizes the value of investing in internal team training and education to foster business growth. Enjoy this insightful episode with Kelsey Peterson as she shares her expertise and experiences in customer success, providing valuable strategies and perspectives.

In this podcast episode, Jinal Jhaveri, the co-founder of Enable Us, discusses his journey in the tech industry and his entrepreneurial experiences. Jhaveri explains the decision to expand into other countries, particularly focusing on Latin America and the benefits of building teams in that region. The conversation explores the challenges of hiring talent in the US versus outside the US and the importance of nurturing the startup mindset. Jhaveri delves into the motivation behind starting Enable Us and highlights the significance of a centralized platform for B2B sales and buyer enablement. He emphasizes the need for automating the sales process, creating a personalized room for B2B sales, and delivering an Amazon-like experience. Sit back and enjoy this enlightening episode with Jinal Jhaveri!

In today’s episode, we chat with Mike Molinet, the founder of Thena. Mike discusses several interesting things like the challenges of finding product market fit, offers advice for starting a company, and highlights the significance of latching onto market or platform shifts. Customer engagement is crucial, and he suggests personalized documentation and leveraging AI. Community building on platforms like Slack is essential, as is establishing deep relationships with investors. Furthermore, he discusses the importance of cultivating deep and meaningful relationships throughout one's entrepreneurial journey.

In today's episode, we have the privilege of hosting Jordan Silverman, a trailblazer in customer-facing roles and marketing. From his early days at VeraCore to ascending the ranks as Chief Customer Officer, Jordan's journey is one of relentless ambition. Tune in as he shares invaluable insights on customer retention, the interplay between sales and marketing, and the transformative power of customer education and onboarding. Join us as we explore scaling teams, venturing into new industries, dismantling obstacles to success, and fostering deep customer relationships.

Welcome to today’s episode where we have a very special guest, Tushar Bansal, VP, Presales, Customer Success & Professional Services at Heap. He discusses the importance of customer success and its role in ensuring long-term business success. He highlights the challenges of disconnect between pre-sales understanding and post-sales onboarding and shares strategies for overcoming them. Personalized onboarding experiences and key metrics for measuring success are crucial in delivering value to customers. Increasing customer lifetime value (LTV) and implementing best practices for digital touch scale adoption programs are also emphasized. Striking a balance between profitability and exceptional customer service is essential. Tushar offers valuable advice for startups, emphasizing the importance of focusing on customer needs and metrics that align with business goals.

In this insightful episode, join us as we delve into the remarkable product journey of Vitally.io, guided by co-founder Jamie Davidson. With a strong focus on data centricity within customer success organizations, Jamie shares his profound understanding of the challenges that arise when scaling a company. Drawing from his previous role as a Chief Customer Officer (CCO), he passionately explains the driving force behind the creation of Vitally and highlights the strategic pivots the team has made since 2017. Gain valuable insights into the importance of data-driven approaches and the transformative power of Vitally's solutions for growing businesses.

We are joined by Marc Ray, Vice President of Customer Success at Dozuki. In this episode, we will be discussing various topics including the evolution of Customer Success, Dozuki's target companies and how they help improve processes, the framework at Dozuki, the tools and tech stack used by Dozuki, onboarding and content development, and so much more. Stay tuned to gain insights and knowledge from Marc's expertise in the industry.

Welcome to today's episode! Our special guest is Usman Asif, the CEO and Founder of DevsInc. From the importance of independent teams within a startup to the transformative power of sales calls, Usman unravels strategies for nurturing engineers, problem-solving, and fostering a culture of collaboration and communication. He provides valuable perspectives on scaling the company, the significance of having a dedicated team, and why outsourcing may not be the best option. Usman also touches upon employee success and retention, emphasizing loyalty and job security in Pakistan's job market. Discover strategies for nurturing engineers, problem-solving, and fostering a culture of collaboration and communication. Gain inspiration from Usman's experiences and learn how to pivot strategies and invest in startups that solve real problems.

Join us on this episode as tech enthusiast and founder of PropelAuth, Andrew Israel, shares his inspiring journey in the world of technology. From building platforms to supporting startups, Andrew's expertise shines through as we explore the importance of support systems, product validation, startup pitching, visual thinking, and self-serve digital products. Gain valuable insights and advice for aspiring founders in this enlightening conversation filled with wisdom and lessons learned.

Welcome to today's podcast! Today we have Rupesh Rao, CEO and founder of CogniSaaS, joining us to discuss the importance of onboarding experience and how to streamline customer onboarding in a complex organization. Rupesh shares his journey of getting started in the industry and building his way up. We dive into the problem of cross-functional collaboration and the need for metrics to measure success. Rupesh emphasizes the importance of outcome-centric onboarding and measuring success by value realization. And that's not all, we'll also cover the things that matter in driving action, commercial aspects of the business, and what's next for Rupesh and his company. Tune in to learn more!

Join us on today's podcast episode with David Eberle⁠, the CEO and co-founder of Typewise⁠, the AI-powered keyboard app that's taking the tech world by storm. In this conversation, David shares his incredible journey into Y Combinator, the challenges he faced while building Typewise, and his unique approach to text prediction API that's setting the bar high for the competition. You won't want to miss out on the valuable insights and advice he has for fellow industry professionals. Tune in now to get inspired and motivated by David's remarkable experiences!

Welcome to today's episode, where we have the privilege of speaking with Sarah Wood, VP of Customer Success at Cascade. Sarah shares her career journey and provides valuable insights into various topics, including scaling and improving customer success, investing in a new CS solution, optimizing the customer success team's role, and maintaining customer success. With her vast knowledge and experience, Sarah offers a unique perspective on these critical areas that every business needs to succeed. Get ready for an informative and exciting conversation that will leave you with actionable takeaways!

In this episode, we sit down with Tom Bachant, co-founder of Unthread, to discuss the journey of building a community-led platform. From initial networking and partnerships to the formation of the platform, we dive into the benefits offered by Unthread and the trend of community-led growth. Tom also shares insights into the current target market and plans for the future, as well as the approach for scalability for their team. Join us as we explore Unthread's journey towards building a platform for the future.

Joining us on the podcast today is Jenelle Friday, VP of Customer Success at Forecastable. In this episode, Jenelle shares valuable insights on her approach to engaging customers, and the importance of balancing data-driven approaches with a human touch. She also emphasizes the role of personal relationships in building successful businesses, the value of giving second chances, and the significance of supporting individuals along their journey towards professional growth.

Welcome to today's episode! We are thrilled to have Mateus Felini, the CEO of Datlo, join us as our special guest. With his extensive experience in GIS and entrepreneurship, Mateus is here to share his inspiring journey of creating Datlo - from ideation and investment to building a co-founder and a team. He also provides valuable insights into the crucial role of a dedicated customer success team and how Datlo provides value to the different types of companies it targets.

Welcome to today's episode! Our guest Josh Levin, Manager of Customer Success at Honeycomb, shares with us his inspiring personal journey and how he discovered his passion for customer success. He provides us with an exclusive inside look at how Honeycomb prioritizes customer success and the unique approach that sets them apart from their competitors. He also shares valuable insights into how to effectively work with other teams and strike the right balance between automation and engagement with customers.

In this episode, we speak with Brian Nicholls, VP of Customer Success & Revenue Operations at RoadSync. Brian touches on his motivation for working in customer-facing roles and how that has led him to his current position at RoadSync. He also shares valuable insights on how to hire the right people for the job and how to navigate the team around customer data to improve customer success outcomes. Tune in for an in-depth look at RoadSync's customer success operations and how CS teams can benefit in the long run!

It is our pleasure to introduce today's guest, Jeff Yeger, VP of Customer Success at PeerSpot - a buying intelligence platform that helps individuals make informed decisions on enterprise tech software and hardware. Jeff shares insights on the innovative marketing services and customer education approach that PeerSpot uses. He also highlights some of the features that the platform offers and sheds light on the major challenges that they face in a competitive market. Tune in to hear more from Jeff Yeger, a valued member of the team at PeerSpot.

We're excited to introduce today on the show Judith Bernholc, Head of Customer Success at Arkatechture, where she talks about her unique journey to sales and customer success. She shares how her approach to CS has evolved over time and provides invaluable insights into the customer journey at Arkatechture. Judith also gives us a behind-the-scenes look at how her team operates and offers up some amazing tips on how to measure customer value among other key factors. Listen in to learn more about Judith's approach toward CS in determining specific outcomes!

Meet Veronica Dasovich, VP of Customer Success at Panther. From account management and CS at Heap to leading the Global Customer Organization at Panther, Veronica talks about her journey to Customer Success. Veronica and her team achieved over 100% expansion and net retention quota for 4 consecutive fiscal quarters during her time at Heap, where she led AMs across all tiers - Commerical, Enterprise, and Strategic. She shares valuable insights on how to build a successful CS organization, highlighting the importance of delivering lifetime value to customers. She also discusses the challenges she encountered during her journey, giving listeners a well-rounded view of the CS landscape.

We had the pleasure of speaking with Brendan Weitz, Co-Founder of Journey, who shared with us his background and the initial challenges that led to the formation of Journey - a storytelling platform. He spoke about his experience with Y Combinator, his reasons for choosing it, and how it helped him grow the company. Brendan took us through his go-to-market strategy and also gave some great advice for startups on how they can overcome the challenges of product-market fit!

We are thrilled to have Santosh Sahoo, Regional VP of Customer Success at MuleSoft, a leading platform in the hyper-automation space for over a decade. Santosh shared his incredible journey coming into customer success and how he evolved over time serving the enterprise segment. He further shared how he is implementing remarkable training management processes and how they are impacting the work ethic of his team. As a support hub for the startup community, we discussed the most critical components to consider while building an enterprise solution as the biggest takeaway from the conversation. Tune in to learn more about MuleSoft and a rockstar of a personality, Santosh Sahoo.

On today’s episode, we chat with Christine Watts, Head of Client Success at Ninety. With more than three years of experience at the company, Christine takes us on a journey from her beginnings as the sole client success representative to leading a team of specialists. She provides valuable insights into Ninety's latest initiatives, including their plans for client segmentation to optimize client success management. Additionally, Christine discusses the company's partnership and growth plans, shedding light on how they envision themselves in the long run. Join us for this exciting conversation with a seasoned professional in the world of client success!

We had a blast on this episode with Robin Guldener, CEO at Nango, as he took us on the journey of how his team revolutionized API integration in software products. Robin shared how Nango got into Y Combinator and how they have been delivering exceptional value to customers with a customer-centric approach. He also gave us a sneak peek into their exciting future plans for product improvements and making life easier for engineering teams. Get ready to learn from a master in the game and stay ahead of the competition!

On today's show, we had a conversation with the brilliant mind behind the third generation of revenue intelligence, Maxwell Lu, CEO of GetPilot.ai. Maxwell walked us through his journey of creating his own startup and the challenges he faced in finding the right product. He talked about the importance of data that drives action and value, and shared his thoughts on the exponential progress of AI. He believes in being continuously prepared to be surprised by AI progress and encouraged everyone to keep an open mind about the latest AI technology. So, if you're curious about the future of AI and want to learn more about creating a successful startup, don't miss out on this episode!

On today's episode, we spoke with the mastermind behind UserGems, CEO Christian Kletzl. He shared with us his journey of pivoting and persevering in the startup world, as well as his valuable insights on customer-centricity. We learned that sometimes, even the craziest ideas can lead to success with the right approach. Christian emphasized the importance of putting ego aside and being open to advice from others in the community. He also highlighted the significance of customer success for the entire organization and gave us a sneak peek into UserGems' current goals. So, if you're ready to level up your startup game, let's dive in!

Welcome to the latest episode, where we had the pleasure of chatting with Alex Sergeev, the CEO of nGrow.ai. Alex took us on a journey from his early days working in analytics and marketing to his current role at nGrow. Along the way, he shared some valuable insights on his experience with targeted push notifications, the challenges of integration, and the lessons he's learned from his sales experience. Alex also gave some great advice for start-ups looking for acquisitions and for building strong relationships with customers in customer success. So sit back, relax, and join us for this insightful conversation with Alex Sergeev!

In this long-awaited episode, we came across John Gleeson - a thought leader in the Customer Success arena and currently the founder of Success Venture Partners, helping startup founders with post-sales operations from the ground up. Previously, he served as the VP of Customer Success at Motive, where he led the CS team from $1M ARR to $300M ARR, and also at Affinio, where he had an incredible start to his career back in 2013. John also has remarkable experience in angel investing and advising emerging startups.

Listen to the episode to learn about John's entire journey, from selling products on eBay to leading a unicorn journey at Motive and then starting his own venture fund.