Episodes
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John Gleeson is the Managing Partner of Success VP, a pre-seed and seed-stage focused fund that invests and supports founders with their post sales journey. John is a leader within the post-sales world. He served as the Vice President of Customer Success at Motive Inc. (Series F) where for over five years he led his team through incredible hyper-growth, from less than $1 Million in ARR to over $300 Million, serving over 130,000 customers, supporting a team of 150 and creating nearly 3 Billion in Enterprise Value. Prior to Motive, John was the first hire at Affinio where he built the first Sales function before leading Customer Success.
Episode Notes:
How does John define Customer Success (2:22) Unraveling the path from Head of Customer Success to VP of Customer Success (5:30) Scaling Customer Success within a hyper-growth startup: From $1M to over $300M (14:44) Measuring the impact of Customer Success (23:03) Insider Insights: Best Practices from John's journey in scaling Customer Success (30:14) Examining Post-Sales trends through the lens of an venture capitalist (35:00) -
Hope Blaythorne, the former Head of Customer Success at Hashicorp. Hope is widely acknowledged as a distinguished figure in the industry, boasting a remarkable track record of over 25 years. Throughout her career, she has held prominent positions in sales and customer success at esteemed companies like Oracle, IBM, and Red Hat.
Episode notes:
How does Hope define customer success (1:30) What is Digital Touch in the context of customer success (3:33) Examples of companies effectively utilizing Digital Touch (5:58) The significance of CS ops in implementing Digital Touch (13:43) Why are organizations leaning towards pooled CS teams (18:20) -
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