Join Emma Lo in the latest episode with Greg Boyd about leading an intentional life and career.

Greg shares his personal journey through tragedy, the birth of his new company Vienna Waits, and the mission to help a million people live and work with purpose.

Drawing from his extensive experience in customer success, Greg offers insights and practical steps to help professionals find clarity and direction in their careers and beyond.

Learn about the transformative power of pausing, prioritizing, and pursuing your true goals.

00:00 Introduction and Guest Welcome

00:50 Greg Boyd's Mission and Company

01:34 Personal Story and Life Changes

05:31 Navigating Career and Personal Life

07:59 Intentional Living and Professional Growth

08:37 Practical Steps for Change

12:23 Advocacy and Personal Reflection

17:15 Defining Your Why and Areas of Change

24:49 Conclusion and Contact Information

Connect with Greg here

Thinking of pivoting into Customer Success in 2025? This episode is your blueprint.
Gözde Görce, Team Lead of Scaled CS at Apollo.io and founder of The Success Path, joins us to unpack everything from mapping your transferable skills to navigating the AI-powered CS job market.

What we cover:

• Gözde’s unconventional journey into CS
• The rise of Digital CS & what it means for job seekers
• Top skills hiring managers actually look for
• How to rethink resumes and avoid rookie outreach mistakes
• Why grit, patience, and networking still win

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  🔗 Connect with Gözde Görce: https://www.linkedin.com/in/gozdegorce/

  🔗 Enroll in Gözde’s course: gozdegorce.com/enroll

In this episode of Spotlight LinkedIn Live, Emma Lo sits down with Paul Abdool and Franz-Josef Schrepf, two powerhouse partnership leaders, to uncover what truly drives successful partner ecosystems in B2B SaaS.

🎯 What you’ll learn:

• The 5 layers of partnerships—from brand deals to strategic alliances
• The 4C’s framework to evaluate partnership fit
• How Customer Success + Partnerships create a winning GTM motion
• Why channel conflicts happen (and how to prevent them)
• The future of partner-led growth in SaaS

💡 Pro Tip: If your partnership program isn’t driving revenue, you’re missing the point. Learn how to align partnerships with real business outcomes.

Read more in Franz's "The Book on Partnerships" on Amazon

In this episode of Spotlight, host Elizabeth Italiano welcomes Julie Persofsky, Founder of Achieve Exponential Growth, to explore strategies for scaling Customer Success and driving revenue growth.

With over 20 years of Go-To-Market expertise, Julie shares actionable insights on:

• When and how to hire your first CSM.
• Identifying the customer’s “aha moment” to boost adoption.
• Balancing cost-to-serve with retention and growth through effective segmentation.
• Redefining roles to eliminate bottlenecks and enhance team satisfaction.
• Building cross-department collaboration for seamless customer experiences.

Julie also discusses her proven methods for diagnosing bottlenecks, prioritizing impactful changes, and leveraging resources to scale effectively.

Don’t miss her tips and insights from her latest course, Achieve Exponential Growth.

Join here: https://juliepersofsky.com/

(use the CSINFOCUS code to get 20% off until Jan 15, 2025)

Tune in to learn how to elevate your Customer Success strategy and unlock exponential growth!

In this episode, host Emma Lo sits down with Dillon Young, founder of Lifetime Value Media and Customer Value Labs, to dive into the trends shaping CS today.

Dillon shares insights on:

• The rise of AI and Digital CS
• Navigating the job market in a changing economy
• The critical role of value delivery in Customer Success
• Balancing mental health and career growth in a demanding industry

With his experience as the host of a daily CS podcast and leader in GTM-focused content creation, Dillon offers a fresh perspective on the future of Customer Success and the skills professionals need to thrive.

Tune in for actionable insights, candid conversations, and a roadmap to success in today’s CS landscape.

Follow Dillon for more

https://www.linkedin.com/in/dillonryoung/

Sign up for his newsletter:

https://thesegment.lifetimevaluemedia.com/subscribe?ref=qmloC3sj84

In this episode, host Emma Lo chats with Holly Goodliffe, a Digital Customer Success expert who’s built Digital CS functions at Adobe and other top SaaS companies.

Holly breaks down the essentials of launching a successful Digital CS program, including:

• How to Get Started: The first steps to building a scalable Digital CS function.
• The ONE Metric That Matters: Why active usage should be your North Star.
• Collaboration Across Teams: Aligning marketing, product, and CS for customer impact.
• Blending Digital & Human Touch: Scaling effectively while keeping the customer experience personal.

Key Insight: Start with why. Holly explains why clarifying your business goals is critical to a successful Digital CS strategy.

If you're a SaaS leader, CS professional, or just curious about digital strategies for retention and growth, this episode is your go-to guide for actionable insights.

Connect with Holly Goodliffe

https://hollygoodliffe.com/

https://www.linkedin.com/in/hollygoodliffe/

In this insightful episode, host Elizabeth Italiano sits down with Lukas Alexander, VP of Customer Success at ChurnZero, to explore the best practices and strategies for building and executing a successful digital customer success (CS) program.

Lukas, with his extensive experience in both customer success and operations, shares his journey from leading client success at Cision to his current role at ChurnZero, where he champions innovative digital CS solutions.

Key Takeaways:

• The difference between Digital CS and Scaled CS and how they complement each other.
• Essential components to consider when building a digital CS strategy from scratch.
• How to maintain personalized engagement in a scaled, digital environment.
• The role of segmentation and data in crafting effective digital CS strategies.
• Common pitfalls to avoid when implementing digital CS initiatives.
• Emerging trends in digital CS, including predictive analytics and emotional intelligence.

Whether you're new to digital CS or looking to refine your approach, this episode is packed with actionable insights to help you elevate your customer success game.

🔗 Connect with Lukas Alexander on LinkedIn: Lukas Alexander LinkedIn 🔗 Learn more about ChurnZero: ChurnZero

In this episode, host Emma Lo chats with Kristine Kukich, the Training Shepherd, and Shannon Howard, Director of Content and Customer Marketing at Intellum.

They explore the crucial role of customer education and marketing in scaling customer success.

• Scaling Success: Customer education and marketing are essential in helping customers succeed with the product and in their careers, especially as companies grow.
• Proven Impact: A Forrester study shows 86% of customer education programs see positive ROI, with notable increases in customer satisfaction (26.2%) and retention rates (22.3%).
• Growth Through Training: Trained users become more engaged and drive additional business growth.
• Metrics & Systems: Emphasizing the importance of data-driven metrics aligned with business goals, such as retention and revenue impact.
• Iterative Approach: Start with basic content and refine over time to achieve long-term success.
• Cross-Functional Collaboration: Building strong relationships across departments is crucial for aligning education initiatives with business objectives.
• Role of Certification: Certifications play a key role in driving revenue and ensuring product mastery, especially in large organizations.

Kristine and Shannon emphasize the importance of starting with a solid plan, iterating toward success, and using storytelling to highlight the value of customer education.

For more insights, connect with Kristine and Shannon on LinkedIn, and check out their YouTube channel, "Mixology," where they discuss customer education and marketing over a cocktail!

Contact Information:

• Kristine Kukich: LinkedIn
• Shannon Howard: LinkedIn
• Mixology: https://www.youtube.com/@mixology7259