Product Marketing Alliance

This week on CS Build, Rupal Nishar is joined by Jeff Justice Williams, the Senior Executive of Customer Success at Box, an enterprise-focused cloud content management software. Rupal and Jeff discuss the current state of customer success (CS 2.0) and contemplate what the future of customer success looks like (CS 3.0). They also consider the impact of AI on CS and customer experience, and the merits and challenges of setting up global CS teams.

Global CS teams | Jeff Justice Williams, Box

CS Build

If you’re sculpting out a new customer success department, then stop what you’re doing immediately – you’ve just found your go-to podcast. We’ll take a deep dive into how you can build customer success from nothing into a fully established, customer-centric department. This is the place you need to be.

To kick the podcast off, Rupal Nishar is joined by Laura Lakhwara, CS Executive at UiPath. In this first episode, Laura discusses the fundamentals of establishing a CS organization: from team structures, KPIs and pre-requisites.

Fundamentals of establishing a CS org | Laura Lakhwara, UiPath

This week, Rupal Nishar is joined by Shari Srebnick is the Head of Customer Success in the U.S. at Searchmetrics, a global SEO and content marketing software company. Shari discusses the best practices for customer onboarding, and considers how implementation and customer lifetime value (CLTV) all start with onboarding.

Best practices for onboarding | Shari Srebnick, Searchmetrics

This week, Rupal Nishar is joined by Ronnie Gaun, the Enterprise Customer Success Manager at Zoom. Ronnie discusses the all-encompassing topic of customer segmentation – and how to properly utilize it.

Recent Episodes

SEASON 1

Fundamentals of establishing a CS org | Laura Lakhwara, UiPath

Best practices for onboarding | Shari Srebnick, Searchmetrics

Segmentation model and Engagements | Ronnie Gaun, Zoom

About The Show

CS Build