BrainStorm's podcast

Welcome to SaaS Therapy. Take a seat...

Tune into SaaS Therapy with industry veterans Todd Kirk and Casey Trujillo. Our topics span the complexities of client relationships, offer expert insights, and share proven strategies for overcoming common challenges. It's not just a podcast—it's a masterclass in nurturing and enhancing your SaaS customer connections.

Listen on:

Apple Podcasts Spotify

Casey Trujillo

Casey applies over 20 years of technology experience to help organizations and individual users change the way they work with technology.

In his work with the Fortune 100, Casey is consistently on the road delivering workshops each year to help executive teams see that technology can help speed up their biggest initiatives.

As a change management practitioner, Casey brings a unique approach to solve a problem hitting every organization: the cost of unused software. 

When he has down time you can see him trying to achieve his goal to dunk a basketball, run a 5-minute mile and prove to his sons that his glory days are ahead of him and not behind him!

Todd Kirk

Todd has over a decade of experience supporting enterprise customers in adopting new technologies.

He started as a project manager, coordinating professional services. Later, he transitioned to a facilitator role, training senior leaders in large corporations.

Todd’s team developed the first scaled technology adoption solution of its kind. His expertise includes Content Strategy, Customer Onboarding, Product Management, Video Production, Webinars, Live In-Person Training, and Strategic Partnerships.

Todd, originally from Southeast Texas, now lives in Pleasant Grove, UT, where he continues to explore insights into organizational software success and failure.

Ep 12· 00:54:50· Apr 1, 2026

WEBINAR SPECIAL: Modernizing your academy without starting over with Courtney Sembler, COO @AlignedCX

In this special podcast episode, Courtney Sembler explores how to modernize customer education without rebuilding from scratch. It highlights shifting learner expectations, the growing gap between traditional training and real outcomes, and introduces a blended approach combining structured learning, microlearning, and adaptive experiences to drive product adoption, measurable impact, and long-term customer value. Takeaways Learner expectations are rapidly evolvingGap between training and expectations is growingOutcomes matter more than completion ratesDon’t rebuild—modernize what already worksMicrolearning must support real user actionsBlend structured and short-form learningPersonalization drives engagement and adoptionData is essential to prove business impact Content 00:00 Intro and speaker welcome02:04 Webinar focus: modernizing academies06:20 Changing learner expectations and behaviors09:13 Rise of microlearning and self-paced learning11:25 Shift from metrics to business outcomes16:07 Tension: change vs preserving value18:42 Old vs new success metrics21:29 Real example: better support outcomes25:23 Common fears in transformation27:15 Reframe: evolve, don’t rebuild32:10 Microlearning vs micro content distinction38:26 Designing for modern learners51:43 Four-phase modernization approachResources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Visit the show page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Ep 10· 00:37:45· Mar 18, 2026

Myth 2: It’s Not About Fewer Tickets—It’s About Better Ones

In this episode of SaaS Therapy, Todd and Casey challenge the myth that customer education should be judged by whether it reduces support tickets. Instead, they argue that strong training should reduce basic, repetitive questions while increasing higher-value questions that reflect deeper adoption, smarter workflows, and stronger long-term customer success. Takeaways The difference between customers who are silently failing, loudly failing, and loudly succeeding Why some support tickets are actually healthy signs of adoption, engagement, and expansion potential How the first 90 days of the customer journey can strongly influence churn risk Why users often do not ask “how” until they understand “why” How training can sometimes lower confidence at first, not because it failed, but because it revealed new complexity and possibility Why SaaS companies should stop treating training as a one-time event and start treating it as an ongoing process How support, customer success, professional services, and education teams need to work together instead of operating separately Why routing the right questions to the right team is critical for growth and customer outcomes How companies can better measure success by analyzing what kinds of questions customers ask, when they ask them, and what those questions reveal Contents 00:00 Introduction and Myth Setup 00:58 Why “reduce support tickets” is the wrong goal 03:24 Why executives fixate on support ticket volume 05:50 Why ticket quality matters more than quantity 06:49 Silently failing vs. loudly failing vs. loudly succeeding customers 08:19 “Users don’t ask how until they know why” 10:38 The kinds of support questions training should reduce 13:37 Why good training can actually increase valuable questions 17:19 Why the first 90 days matter so much 18:28 Common SaaS mistakes around training and adoption 23:12 Why training must be ongoing, not one-and-done 26:50 The three levels of customer questions 29:34 Why support and success tea

Ep 6· 00:49:13· Feb 18, 2026

The Customer Education Playbook with Courtney Sembler, COO @AlignedCX

In this episode of SaaS Therapy, Todd and Casey welcome back Courtney Sembler, who shares her journey from HubSpot to AlignCX. The conversation delves into the importance of customer education in SaaS organizations, setting expectations for its impact, and the necessity of content maintenance. They discuss the role of customer education in driving revenue and improving customer success, as well as the challenges faced by customer education leaders. Courtney emphasizes the need for customer education to be closely tied to revenue-generating functions within organizations and offers practical advice for overcoming common pitfalls in the field.Takeaways Customer education is often undervalued in organizations. Setting clear expectations for customer education is crucial. Content maintenance is a key aspect of successful customer education. Customer education can bridge gaps between departments. Measuring the right metrics is essential for demonstrating value. Perfectionism can hinder the progress of customer education initiatives. Customer education should be tied to revenue-generating functions. Engagement with customers is vital for effective education. Creating content quickly is better than waiting for perfection. Customer education leaders need to advocate for their role in the organization. Contents 00:00 Intro 01:22 Courtney's Transition from HubSpot to AlignCX 05:19 Setting Expectations for Customer Education 12:32 Debate: The Impact of Customer Education on Business Outcomes 18:01 Building a Customer Education Framework 25:18 Tracking Customer Engagement Effectively 26:23 Overcoming the Zero to One Trap in Customer Education 30:19 The Importance of Data Analytics in Customer Education 34:52 Positioning Customer Education for Success 43:18 Empowering Customer Education Leaders to Drive Change Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Ep 16· 00:45:52· Oct 14, 2025

Meet Users Where They Are with Jillian Bejtlich, Sr. Manager of Community and Customer Marketing

In this episode of SaaS Therapy, Todd and Casey welcome Jillian Betlick, Senior Manager of Community and Customer Advocacy at Calendly. They discuss the importance of community in business, how to build and manage a successful community, and the nuances of community engagement. Jillian shares her insights on finding community champions, measuring success, and handling negative feedback. The conversation emphasizes the need for passion over expertise in community management and the significance of understanding both the company's and the individual's 'why' in community building. Takeaways Community is essential for customer engagement and feedback. Understanding the need for a community is crucial before building one. Passion is more important than expertise in community management. Finding and enabling champions within the community can drive engagement. Measuring success should align with company goals, not just community metrics. Handling negative feedback requires empathy and understanding. Community can significantly impact conversion rates. There is no single path to becoming a community manager; diverse backgrounds are valuable. Meeting customers where they are emotionally is key to effective communication. Know your personal and company 'why' to stay motivated in community management. Contents 00:00 Introduction to SaaS Therapy and Guest Introduction 02:43 The Importance of Community in Business 05:34 Identifying the Need for a Community 08:22 Understanding Community Engagement and Participation 11:09 The Role of Community Managers 14:03 Finding and Empowering Community Champions 17:01 Motivating Community Members 22:37 Optimizing Community Engagement for Business Success 27:50 The Role of Community Managers Across Functions 31:01 Navigating the Challenges of Community Management 33:50 The Importance of Personal and Professional 'Why' in Community 36:19 Handling Negative Feedback in Community Spaces 39:58 Actionable Insights for Community Professionals Resour

Ep 15· 00:44:25· Oct 7, 2025

The Science of Retention with Rachel Provan, Founder & CEO of Provan Sucess

In this episode of SaaS Therapy, Todd and Casey engage with Rachel Provan, a seasoned customer success leader, to explore the intersection of behavioral psychology and customer success. Rachel shares insights on how understanding human decision-making can enhance customer relationships, the importance of empathy in sales, and strategies for effective communication. The conversation delves into common pitfalls in sales, such as loss aversion and the need to tailor messages for different personas. Rachel emphasizes the significance of listening and understanding the customer's perspective to foster stronger connections and improve retention rates. Takeaways Behavioral psychology plays a crucial role in customer success.Humans make decisions based on emotions, not just logic.Listening is key to understanding customer needs.Framing conversations can significantly impact engagement.Loss aversion affects customer retention decisions.Tailor your message to different customer personas.Invisible implications can influence customer decisions.Sales mistakes often stem from a lack of empathy.Small actions can lead to significant improvements in sales.Continuous learning and adaptation are essential in customer success. Contents 00:00 Introduction to Customer Success Leadership 02:17 Behavioral Psychology in Customer Success 09:28 Understanding Customer Emotions and Decision-Making 15:27 The Power of Framing and Loss Aversion in Sales 19:01 Understanding Audience Dynamics in Customer Success 23:22 Crafting Tailored Messaging for Different Personas 26:46 The Importance of Empathy in Customer Conversations 32:46 Navigating Emotional and Logical Conversations 36:20 Learning from Customer Losses and Moving Forward Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Conn

Ep 9· 00:47:01· Aug 26, 2025

The Power of Empathy in Customer Relationships with Randy Hulme, Director of CS @ Qualtrics

In this episode of SaaS Therapy, Todd and Casey welcome Randy Hulme from Qualtrics to discuss the intricacies of customer success in the public sector. Randy shares insights from his extensive experience at Qualtrics, including impactful speakers at their events, the importance of creating a positive team culture, and strategies for managing diverse customer use cases. The conversation emphasizes the need for alignment between customer expectations and company offerings, as well as the significance of understanding value in customer success management. Randy concludes with a homework assignment for listeners to chart their value chain and ensure alignment within their organizations. Takeaways Randy emphasizes the importance of empathy in customer success.Creating a diverse and inclusive team culture is crucial.Understanding the unique needs of public sector customers is key.Customer success managers must manage relationships across various stakeholders.Aligning incentives with desired outcomes drives better performance.Randy's approach to team building includes outdoor activities.The value of Qualtrics' solutions is demonstrated through real-world impact.Effective communication is essential for managing customer expectations.Randy's experience highlights the importance of continuous learning.The transition to a consumption-based model requires careful management. Contents 00:00 Intro 2:06 Impactful Speakers and Personal Growth 4:22 Career Development and Job Satisfaction 10:13 Defining Value in Public Sector 11:20 Team Dynamics and Culture Building 18:28 Navigating Company Culture Changes 19:49 Supporting Diverse Customer Needs 22:12 Transforming Data into Actionable Insights 29:10 Customer Success and Value Delivery 35:20 Navigating Consumption Models in SaaS 42:29 Aligning Value Chains for Customer Success Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Ep 12· 00:46:17· Mar 18, 2025

Building your LinkedIn personal brand with Amanda Nielsen, Partner Sales Manager @Box

This episode contains some explicit language. Join Todd, Casey and Amanda to discuss the importance of LinkedIn for personal branding and thought leadership. Amanda is the founder of Thot Leader Labs and shares her vulnerability professional journey. Join the conversation to explore the balance between personal and company branding, best practices for thought leadership, and strategies for growing a LinkedIn audience. Takeaways LinkedIn is the most valuable platform for professional branding. Being candid and vulnerable can attract respect and connections. Don't fear looking stupid; it's part of the process. Personal wins resonate more than professional achievements. Building credibility takes time and consistency. Infusing personality into posts can enhance engagement. Creating a content calendar can help maintain a posting rhythm. Networking early in your career can set a strong foundation. Growth on LinkedIn is often a gradual process. Gaining followers can often come from adversity. Authenticity is key in personal branding. Be yourself and avoid copying others. Visual content is important for engagement. Embrace your unique qualities and hobbies. Video content is currently favored on social media. Treat every interaction as an opportunity to connect. Contents 00:00 Intro 02:58 The Value of LinkedIn for Personal Branding 05:49 Navigating Personal and Company Branding on LinkedIn 08:57 Best Practices for Thought Leadership on LinkedIn 11:59 Building a Personal Brand: The Journey 14:51 Overcoming Vulnerability in Content Creation 18:03 Growth Strategies for LinkedIn Presence 24:02 Navigating Adversity and Building a Following 28:06 The Power of Authenticity in Personal Branding 30:33 Choosing Happiness and Perspective in Challenges 33:47 Tactical Tips for Building Your Personal Brand 40:10 Networking Strategies for Success 43:34 Homework: Embrace Authenticity and Cringe Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Ep 8· 00:44:24· Feb 25, 2025

What AI can't do (and why that matters) with Roger Mendez, Global CS Leader @Cisco

Join Todd Kirk and Casey Trujillo for a conversation with Roger Mendez, a leader in customer success and operations at Cisco. They discuss the implications of AI in business and education. Roger shares insights from his recent experience at Cornell University, where he explored AI strategy and its potential to enhance human capabilities. Listen to explore the intersection of AI and human behavior as professionals and organization begin large-scale AI adoption. Takeaways The effectiveness of AI is dependent on the quality of data. High-performing teams rely on human connection, which AI cannot replicate. Education systems like Khan Academy are leveraging AI for personalized learning. AI should not replace human relationships but enhance them. The future of AI in business is about maximizing human values. Active participation in AI development is crucial for positive outcomes. AI's role in the workplace should focus on streamlining workflows and enhancing customer relationships. Organizations need to create use cases for AI that go beyond efficiency. Practical engagement with AI can start with small tasks. Regulations and guardrails are essential for ethical AI deployment. Contents 00:00 Introduction 02:50 The Impact of AI on Human Potential 05:48 Navigating AI's Role in the Workplace 08:50 Understanding AI's Limitations and Human Connection 11:51 Lessons Learned from AI Education 15:11 The Future of AI in Business Relationships 24:40 The Human Element in AI Adoption 30:08 AI as a Reflection of Humanity 39:22 Practical Steps to Engage with AI Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Visit the show page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Ep 3· 00:32:59· Jan 29, 2025

How you can 6x your adoption with guest Ed Powers, CS consultant

In this conversation, Todd Kirk, Ed Powers, and Casey Trujillo discuss the importance of change management in driving user adoption and success in organizations. They explore the human aspects of change, effective communication strategies, and the role of customer success managers in facilitating smooth transitions. The discussion emphasizes the need for awareness, desire, knowledge, ability, and reinforcement (ADKAR) in managing change effectively, as well as the significance of executive sponsorship and coalition building to overcome resistance. Takeaways Change management focuses on the people side of change. Organizations practicing change management are six times more likely to succeed. Awareness and desire are often overlooked but crucial for change. Effective communication requires multiple channels and repetition. Customer success managers play a critical role in change management. Understanding the emotional response to change is vital. Training alone is not enough; reinforcement is necessary. Change management should start before the onboarding process. Listening to concerns helps manage resistance effectively. Start with senior advocacy to drive change. Customer success managers can influence change. Behavior change is crucial for successful adoption. Resistance to change is a common challenge. Leverage technology to simplify change management. Chunking knowledge helps in effective learning. Contents 00:00 Introduction to Change Management Strategies 02:30 Understanding Change Management 07:03 The Human Side of Change 11:36 Effective Communication in Change Management 15:52 The Role of Customer Success Managers 20:38 Overcoming Resistance to Change 22:00 Implementing Change Management Best Practices 22:38 The Importance of Senior Advocacy in Change Management 23:36 Building Momentum Through Early Wins 27:19 Understanding Behavior Change in Sales 29:44 Navigating Resistance to Change 37:01 Streamlining Change Management Processes 40:20 Next Steps for Imple

Ep 16· 00:52:09· Dec 3, 2024

Getting people to care about your SaaS product with Anthony Pierri, Co-founder @FletchPMM

Join Todd Kirk and Casey Trujillo for a conversation with guest Anthony Pierri, co-founder of Fletch PMM, to discuss the critical importance of effective positioning and messaging for SaaS companies. Explore common pitfalls in SaaS marketing, the need for clarity in communication, and the challenges of differentiating products in a crowded market. Anthony emphasizes that software marketing requires a different approach than physical products, focusing on the necessity of explaining what the software does and who it is for, rather than solely promoting outcomes. The conversation highlights the significance of understanding the target audience and the decision-making process within organizations when crafting marketing messages. Takeaways SaaS companies often struggle with poor positioning on their websites. Effective messaging must clarify what the product is and who it serves. Too many ideas in messaging can be better than having none. The text on a website usually matters more than visuals. Software marketing requires a different approach than physical products. Clarity gaps exist when potential customers don't understand the product. Top executives often lack the courage to make decisive marketing choices. Strategic decision-making is often abdicated in organizations. Introducing new ideas requires courage and endurance from founders. Significant behavior change needs repeated exposure to new ideas. Aligning messaging across teams is crucial for success. Success stories can illustrate the impact of effective messaging. Qualitative feedback is essential to gauge positioning effectiveness. Segmenting customers by use case can enhance messaging. Clear positioning answers four key questions about the product. Contents 00:00 Introduction to SaaS Therapy and Guest 07:12 Understanding Positioning and Messaging in SaaS 18:09 The Importance of Clarity in Software Marketing 24:10 Navigating Market Disruption 32:15 Success Stories in Messaging 43:34 Practical Tips for Custom

Ep 12· 00:52:11· Nov 19, 2024

The LMS dilemma & why it fails with Maria Manning-Chapman @TSIA

Todd Kirk and Casey Trujillo chat with Maria Manning-Chapman, VP of Education Services Research at TSIA. The conversation explores the challenges and misconceptions surrounding Learning Management Systems (LMS) in customer education, the importance of analytics, and the disconnect between stated objectives and actual practices in education organizations. Maria emphasizes the need for data-driven strategies to enhance product adoption and the critical role of understanding metrics in measuring training effectiveness. Takeaways Flexibility is crucial in learning management systems. Analytics are essential for making informed business decisions. Many LMSs are not designed for customer-facing training. Organizations often add features to LMSs without a clear strategy. The disconnect between objectives and practices is prevalent in education organizations. Free training does not guarantee adoption or engagement. Understanding metrics is vital for measuring training success. Active consumption strategies are necessary for effective training. Organizations need to track who is consuming training content. Benchmarking can reveal gaps in education practices. Customer education is essential for driving renewals. Education should be viewed as a business, not a program. Contents 00:00 Introduction to SaaS Therapy and Guests 01:43 Would You Rather: Learning Management Systems 04:41 The Importance of Analytics in Education 06:28 The Disconnect with Learning Management Systems 12:30 Understanding TSIA and Its Role 15:24 Objectives vs. Practices in Customer Education 19:24 The Misconception of Training and Adoption 22:32 Metrics for Measuring Training Effectiveness 25:40 The Importance of Customer Education 29:30 Education as a Business, Not a Program 35:43 Building Relationships and Leveraging Data 41:34 Real-World Applications and Success Stories Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Ep 5· 00:45:20· Oct 8, 2024

CX is the delivery of your brand with Dwayne Grant, VP of CX @ Evercommerce

Welcome Dwayne Grant, VP of Customer Experience at Evercommerce to SaaS Therapy. This conversation with Todd, Casey, and Dwayne delves into the intricacies of customer experience in the B2B space. Dwayne emphasizes the importance of brand trust, effective onboarding, and the need for businesses to be data informed rather than data led. Hear Dwayne share insights on navigating customer relationships, avoiding common pitfalls, and listening to customer feedback. Takeaways Customer experience starts before a customer becomes a customer. Building trust is essential in customer relationships. Onboarding should be quick and value-driven. Listening to customer feedback is crucial for improvement. Avoid rigid definitions of ideal customer profiles. Be adaptable to the changing needs of customers. Provide multiple engagement options for customers. Data should inform decisions, not dictate them. Creating a partnership with customers enhances value. Success stories can inspire and guide future strategies. Contents 00:00 Introduction to Guest Dwayne Grant 05:02 Understanding Customer Experience in B2B 09:56 The Role of Brand and Trust in Customer Relationships 14:55 Navigating Customer Onboarding and Engagement 20:12 Avoiding Common Pitfalls in Customer Experience 25:11 The Importance of Listening and Adapting to Customers 29:50 Success Stories and Lessons Learned 34:58 Homework Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Visit the show page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Get to know BrainStorm⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Credits Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠

Ep 19· 00:48:07· Jul 30, 2024

Tailoring customer onboarding to solve pain points with Kristi Faltorusso, CCO @ClientSuccess

Todd Kirk and Casey Trujillo are joined by Kristi Faltorusso, the Chief Customer Officer for ClientSuccess. They emphasize the need to focus on solving specific pain points for customers and tailoring the onboarding process accordingly. They also talk about the limitations of prescriptive playbooks and the importance of empowering customer success teams to make decisions based on individual customer needs. Kristi brings up the need for a partnership kickoff meeting to align on objectives and priorities. Takeaways Ruthless prioritization is key in managing work and personal life. Customer onboarding should focus on solving specific pain points for customers. Prescriptive playbooks can be limiting and may not address individual customer needs. Empowering customer success teams to make decisions based on customer needs is crucial. Conduct a partnership kickoff meeting to align on objectives and priorities. Engage executives early in the partnership to establish relationships and address issues proactively. Send an automated email to executives 45 days into the partnership to check in and gather feedback. Contents 00:00 Introduction and Prioritization 07:27 Customer Onboarding and Pain Points 13:22 Limitations of Prescriptive Playbooks 17:39 Empowering Customer Success Teams 24:35 Setting Clear Goals and Expectations 31:14 Avoiding Commiseration and Saying No 36:35 The Power of Visionary Conversations 42:43 Engaging Executives with Automated Emails Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Visit the show page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Get to know BrainStorm⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Credits Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Show manager:

Ep 12· 00:49:10· Jun 25, 2024

The evolution of customer success with "The Jasons Take On" Co-Hosts

Meet Jason & Jason, co-hosts of The Jasons Take On in today's podcast collaboration. Todd Kirk and Casey Trujillo join Jason Whitehead and Jason Noble, the co-hosts of The Jasons Take On podcast to discuss the evolution of customer success. Learn some of the challenges of scaling impact in customer success, the need for expertise and methodologies in customer success, and the shift towards a consultative function. Takeaways There is a need for expertise and methodologies in customer success The role of customer success is to accelerating time to value for customers Creating value for customers in customer success requires a focus on understanding customer outcomes. Vanity metrics can be misleading and may not accurately reflect the impact of customer success efforts. A consultative approach in customer success involves asking the right questions and guiding customers to solve their own challenges. Scaling customer success presents challenges in maintaining a human-to-human approach while leveraging technology. The role of technology in customer success journeys should be tech-enabled, not tech-led. A mindset shift is needed in customer success management to operate more like a coach guiding customers to achieve their goals. Contents 00:00 Intro 03:01 Getting to Know the Jasons and Their Podcast Journey 06:32 Playing the 'Most Likely To' Game 09:12 The Evolution of Customer Success and Shifting Perspectives 12:25 Challenges in Scaling Impact and Making an Impact with Customers 15:15 Understanding What Good Looks Like in Customer Success 28:00 Navigating Vanity Metrics and the Need for a Consultative Approach 36:36 Challenges of Scaling Customer Success and the Role of Technology 47:48 Mindset Shift in Customer Success Management Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Visit the show page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Get to

Ep 5· 00:45:46· May 28, 2024

Building confidence in customer education with Vicky Kennedy, CEO @Echtus

Todd and Casey are joined by Vicky Kennedy, an expert in customer education. They discuss the shift in market and the needs of companies when it comes to customer education. They also explore the challenges faced by both customers and SaaS vendors in providing effective education. Vicky emphasizes the importance of developing an education strategy before choosing a learning management system (LMS) and shares insights on building a modular curriculum. Learn how to measure success in customer education and the role of confidence-building in education programs. Takeaways: The needs of companies for customer education have shifted due to rapid innovation and the lack of industry-specific education in traditional programs. Companies need to take ownership of educating their user base and provide accessible and digestible education that is tailored to the customer's experience. When partnering with SaaS vendors, it is important to align on education strategies and find ways to avoid duplicative content. Before choosing an LMS, organizations should define their education strategy, program content, and target audience to ensure effective delivery. Measure the success of customer education programs by aligning them with business goals. Build confidence in customer education by focusing on outcomes and results. Align education programs with business strategy and develop business acumen in L&D professionals. Contents 00:00 Introduction 09:00 Challenges in Customer Education 11:10 Balancing Customer Education and SaaS Vendor Policies 13:33 Importance of Education Strategy Before Choosing an LMS 23:33 Measuring Success in Customer Education 24:24 Building Confidence in Customer Education 28:42 Common Misconceptions in L&D 31:38 The Importance of Strategy in Education Programs 38:13 Aligning Teams for Education Strategy 44:37 Analyzing the Impact of Education Programs Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Ep 13· 00:42:53· Mar 26, 2024

"Is it time for an LMS revolution?" with Ashley DeKerlegand, Director of Customer Education @ Quickbase

Summary Do you like your LMS? In this episode of SaaS Therapy, Ashley DeKerlegand from Quickbase discusses the limitations of traditional learning and development (L&D) approaches in the SaaS industry. She highlights the challenges of using the ADDIE model and SCORM in a rapidly changing SaaS environment. Ashley emphasizes the importance of customer feedback and collaboration between L&D and customer success teams. She suggests using surveys to gather actionable insights and focusing on the customer's journey and desired outcomes. Ashley also recommends two books, 'Action Mapping' by Cathy Moore and 'Design Thinking for Training and Development' by Sharon Bowler, for those looking to improve their L&D practices in the SaaS industry. Takeaways Traditional L&D approaches, such as the ADDIE model and SCORM, are not effective in the fast-paced SaaS industry. Collaboration between L&D and customer success teams is crucial for understanding customer needs and delivering effective training. Surveys with open-ended questions can provide valuable insights into customer satisfaction and areas for improvement. Transparency and data sharing with customers can build trust and improve the learning experience. Focusing on the customer's perspective and desired outcomes is key to successful training in the SaaS industry. Resources ⁠⁠⁠Connect with Casey⁠⁠⁠ ⁠⁠⁠Connect with Todd⁠⁠⁠ ⁠⁠⁠Visit the show page⁠⁠⁠ ⁠⁠⁠Get to know BrainStorm⁠⁠ Credits Show direction: ⁠⁠Debra Wilson⁠⁠ Show design: ⁠⁠⁠Kensie Smith⁠

Ep 5· 00:47:36· Feb 27, 2024

How key personas are helping Gong increase GRR by 25% with Tim Hill, Director of CS @ Gong

Do your key customer contacts experience real value in your product? Tune into to our conversation with Tim Hill, Director of Client Success at Gong, a rapid-growth revenue intelligence company on the Deloitte Technology Fast 500 list. Tim shares insights into driving customer retention and growth, emphasizing the importance of engaging key personas and earning their trust and attention. We also discuss the alignment between sales and customer success, and the need for incentives that support both new revenue and retention. Takeaways Engage key personas and earn their trust and attention. Align incentives between sales and customer success to drive collaboration. Understand the leading indicators of retention and focus on delivering value. Build strong relationships with multiple stakeholders to mitigate risk. Chapters 00:00 Introduction and Background 05:25 Driving Retention and Growth 10:09 Identifying Leading Indicators 16:16 Engaging Key Personas 27:37 Earning Credibility and Building Relationships 29:55 Aligning Sales and Customer Success 38:24 Incentives and Alignment 46:18 Taking Action: Understanding Personas Resources ⁠⁠⁠Connect with Casey⁠⁠⁠ ⁠⁠⁠Connect with Todd⁠⁠⁠ ⁠⁠⁠Visit the show page⁠⁠⁠ ⁠⁠⁠Get to know BrainStorm⁠⁠ Credits Show direction: ⁠⁠Debra Wilson⁠⁠ Show design: ⁠⁠Kensie Smith⁠⁠

Ep 3· 00:47:44· Feb 20, 2024

"Is CS thriving or dying?" with Maranda Dziekonski, SVP of CS @ Datasembly

Maranda Dziekonski, SVP of Customer Success and Ops at Datasembly, is a ground-up builder with over 20 years of experience in crafting world-class operations, specializing in Customer Success, Support, Tech Support, and Sales across B2B, B2C, and B2B2C sectors. Maranda's leadership has earned accolades as a Top 100 Customer Success Strategist, amongst many other recognitions. You can follow Maranda on Twitter @marandasays. Resources Connect with Casey Connect with Todd Visit the show page Get to know BrainStorm Takeaways • Customer success is evolving in response to changes in the economic climate and investor expectations. • CS teams should focus on revenue outcomes and provide the minimum experience necessary for customer success. • Monetizing CS services can help fund CS teams and support customer growth. • Soft skills, curiosity, and communication are key attributes for success in customer success roles. • CS teams should balance services revenue with the goal of transitioning from a cost center to a revenue generator. • CS professionals should prioritize self-care and seek support from their teams and leaders when feeling overwhelmed. Leaders should have realistic expectations and not overload their customer success teams. • Automation and AI can help free up time for critical thinking tasks in customer success. • CSMs should analyze their workload and have data-driven conversations with their leaders to advocate for themselves. • Process and clarity are essential in driving efficiency in customer success teams. Chapters 00:00 Introduction and Background 11:19 Is Customer Success Thriving or Dying? 17:28 Evolution of Customer Success 24:54 Specialization vs Generalization in CS Teams 28:50 Monetizing Customer Success 33:15 Top Skills for Success in Customer Success 36:57 Monetizing CS Services 40:17 Balancing Services Revenue and Cost Center 41:43 Managing Increased Responsibilities in CS 42:08 Leadership Expectations and Customer Success 43:05 Automation and A