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The Customer Success Café Podcast

The Customer Success Café Podcast

By Hakan Ozturk

All things Customer Success
by Hakan Ozturk - Paris, France
Currently playing episode

CS Café #3 - Nadia Harris - Founder of

The Customer Success Café PodcastFeb 05, 2023

CS Café #4 - Firaas Rashid, Founder and CEO of Hook

CS Café #4 - Firaas Rashid, Founder and CEO of Hook

🎙️Get ready to be blown away by the amazing story of Firaas Rashid, Founder, and CEO of Hook - a trailblazing predictive analytics company that's revolutionizing the world of customer success for SaaS companies. 

In this electrifying episode of the Customer Success Cafe Podcast, Firaas shares his incredible journey of building Hook from scratch to help SaaS companies reduce customer churn through cutting-edge data science. 

Discover how Hook's predictive analytics enables companies to understand which customers are likely to churn and upsell with a high degree of accuracy within 28 days, and customers using Hook cut their churn by about 40% within six months.

Firaas's insights on customer success and building a successful business are invaluable. 

He emphasizes the importance of having people who deeply understand the business problem a company is trying to solve on their customer success team and keeping metrics simple and manageable. 

He stresses the significance of aligning CS with revenue and customer spending to make it a strategic function.

Prepare to be inspired as Firaas takes you on a thrilling journey through the world of customer success, offering valuable tips and strategies along the way. 

Don't miss out on this incredible opportunity to learn from one of the best and brightest leaders in the industry! 

Join us as we explore Firaas's world and Hook's groundbreaking approach to predictive analytics and learn how your business can benefit from their revolutionary solutions.

Here's the book Firaas mentioned in our interview:

Grab your copy 👉 Secrets of Sand Hill Road


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Mar 05, 202344:06
CS Café #3 - Nadia Harris - Founder of

CS Café #3 - Nadia Harris - Founder of

Are you ready to revolutionize the way you work?

Join us as we dive into the exciting world of remote work with the one and only Nadia Harris, founder of

Nadia is a remote work expert with a background in professional communication and international law, and fluency in English, German, Polish, and French.

With a wealth of knowledge and experience in HR operations, growth, and talent attraction strategies, Nadia has helped hundreds of people and worked with numerous international companies to make the transition to remote work seamless and productive.

In our interview, Nadia shares her journey as a remote work advocate and how she is dedicated to shaping change in the workplace and opening doors for people from all around the world.

From providing companies with support on talent strategy, hiring processes, onboarding, and intercultural communication, to helping individuals with resources and information on finding remote jobs, Nadia is here to support you every step of the way.

But that's not all!

The COVID-19 pandemic has accelerated the growth of remote work, and with it, the growth of cybercrime. Nadia sheds light on the importance of being protected and the distinction between employees and contractors in remote work. Companies must consider their risks and strengths, and employees must take responsibility for their own tax and insurance obligations.

Nadia also believes in the power of side hustles and encourages both companies and individuals to embrace change and diversity in the future of work. The future of work should be people-centric and embrace differences, and side hustles can bring personal and professional development.

So, don't wait!

Tune in to our podcast and learn all things remote work with Nadia Harris, the remote work advocate.

Embrace the future of work and join the revolution!

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Feb 05, 202326:33
CS Café #2 - Prithwi Dasgupta - CEO of SmartKarrot

CS Café #2 - Prithwi Dasgupta - CEO of SmartKarrot

In my conversation with the CEO of SmartKarrot, Prithwi Dasgupta, we discussed a variety of topics related to the company's global presence and customer base, as well as the role of Customer Success in a business.

SmartKarrot is a virtual organization with a development center based in India, and has a presence in 8 countries, with a strong presence in the US, Europe, and the Asia Pacific region.

The company’s ideal customers are those who crossed the $10 million mark, have multiple product lines or business lines, and are focused on revenue expansion.

Prithwi explained that CS is both a philosophy and a function that should be aligned with the overall goal of shareholder value.

He believes that CS should be structured based on the specific needs of the organization and that different roles within the organization (such as sales, marketing, and product) should participate in CS operations.

A lack of clarity and structure is a common issue that leads to confusion about what customer success is and does. He also suggests that some common errors in implementing the right customer success strategy are jumping into the CS bandwagon without understanding it and hiring a few people as leaders to solve the problem.

He also believes that CS should be focused on revenue growth and that CS teams should be aligned with revenue goals. He also mentioned that some customer success managers may be perceived as “lazy”, but this is likely due to a lack of clear objectives and incentives for their role.

Prithwi also discussed the future plans of his company.

SmartKarrot's main differentiator is the use of augmented intelligence to drive more proactive operations in customer success.

They are currently working on launching new features such as "Smart Assist," which is like an Alexa for customer success.

He also talks about the evolution of customer success roles, where more collaboration among different roles such as delivery, marketing, sales, account, and finance will be necessary.

He also advises anyone in the field, including customer success managers and executives, to go for what they are passionate about and to focus on developing their skills.

In conclusion, I am beyond thrilled to have had the opportunity to interview the mastermind behind SmartKarrot, Prithwi Dasgupta!

He truly knows his stuff when it comes to customer success and blew me away with his insights on how to grow a business and achieve shareholder value.

The discussion on the use of augmented intelligence to drive more proactive operations in customer success and the evolution of customer success roles was particularly interesting.

So, folks, if you want to be in the know when it comes to customer success, you cannot miss this episode.

It's packed with gold nuggets of knowledge that will leave you on the edge of your seat.

Tune in to the Customer Success Cafe Podcast for a great conversation with Prithwi!

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Feb 05, 202342:50
CS Café #1 - Exclusive Interview With Rav Dhaliwal
Feb 05, 202351:41
Welcome to The Customer Success Café Podcast
Feb 05, 202301:10