by BrainStorm
Get comfy. It's time for "SaaS Therapy," with industry veterans Todd Kirk and Casey Trujillo – the podcast for customer-facing teams in SaaS. Casey and Todd leverage their experience working between software vendors and their clients to help you master your SaaS customer relationships. They dig into 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.
Language
🇺🇲
Publishing Since
2/12/2024
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1 available
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April 15, 2025
Todd Kirk and Debra Wilson interview Joe Di Grande, a customer success industry expert, about the role of tech touch in scaling businesses and enhancing customer experiences.
April 8, 2025
<p>In this episode Todd Kirk and Casey Trujillo bring on Noah Little, an experienced Customer Success Manager coach, who shares his journey and insights into the evolving role of CSMs. Noah discusses the importance of focusing on revenue generation rather than just relationship management, introducing his Revenue Impact Framework. He emphasizes the need for CSMs to adapt to changing market conditions and to be proactive in retaining customers.</p><p><br></p><p><strong>Takeaways</strong></p><p>Noah has helped 113 CSMs find new jobs globally.</p><p>Success in job hunting requires persistence and effort.</p><p>CSMs must focus on revenue retention and growth.</p><p>The role of CSM is evolving towards revenue generation.</p><p>Building relationships is important, but not sufficient.</p><p>CSMs need to be product experts to provide value.</p><p>Negotiation skills are essential for modern CSMs.</p><p>Work ethic is crucial for success in the CSM role.</p><p>Transparency in communication builds trust with customers.</p><p>Taking ownership of mistakes is essential for CSMs.</p><p>Identifying untapped potential in customers can drive growth.</p><p>Prioritizing company interests while supporting customers is key.</p><p><br></p><p><strong>Contents</strong></p><p>00:00 Introduction</p><p>01:55 Noah's Journey in Customer Success Management</p><p>05:49 The Revenue Impact Framework Explained</p><p>10:21 Shifting Mindsets: From Relationship Management to Revenue Focus</p><p>17:09 The Evolving Role of CSMs in Today's Market</p><p>24:10 The Future of CSM Services and Value Proposition</p><p>25:32 The Role of Customer Success Managers (CSMs)</p><p>28:38 Essential Skills for CSMs</p><p>29:08 Work Ethic and Transparency in CSMs</p><p>34:03 Taking Ownership and Accountability</p><p>41:38 Identifying Untapped Potential in Customers</p><p>46:51 Mindfulness and Clarity for CSMs</p><p><br></p><p><strong>Resources</strong></p><p><a href="https://www.linkedin.com/in/casey-trujillo/" target="_blank" rel="ugc noopener noreferrer">Connect with Casey</a></p><p><a href="https://www.linkedin.com/in/toddjeffreykirk/" target="_blank" rel="ugc noopener noreferrer">Connect with Todd</a></p><p><a href="https://www.brainstorminc.com/saastherapy" target="_blank" rel="ugc noopener noreferrer">Visit the show page</a></p><p><a href="https://www.brainstorminc.com/" target="_blank" rel="ugc noopener noreferrer">Get to know BrainStorm</a></p><p><br></p><p><strong>Credits</strong></p><p>Show direction: <a href="https://www.linkedin.com/in/debra-wilson-95504311/" target="_blank" rel="ugc noopener noreferrer">Debra Wilson</a></p><p>Show design: <a href="https://www.linkedin.com/in/kensiekatesmith/" target="_blank" rel="ugc noopener noreferrer">Kensie Smith</a></p><p>Show manager: <a href="https://www.linkedin.com/in/angela-allred01/" target="_blank" rel="ugc noopener noreferrer">Angela Allred</a></p>
March 18, 2025
<p>This episode includes some explicit language.</p><p>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.</p><p>Join the conversation to explore the balance between personal and company branding, best practices for thought leadership, and strategies for growing a LinkedIn audience.</p><p><br></p><p><strong>Takeaways</strong></p><p>LinkedIn is the most valuable platform for professional branding.</p><p>Being candid and vulnerable can attract respect and connections.</p><p>Don't fear looking stupid; it's part of the process.</p><p>Personal wins resonate more than professional achievements.</p><p>Building credibility takes time and consistency.</p><p>Infusing personality into posts can enhance engagement.</p><p>Creating a content calendar can help maintain a posting rhythm.</p><p>Networking early in your career can set a strong foundation.</p><p>Growth on LinkedIn is often a gradual process. Gaining followers can often come from adversity.</p><p>Authenticity is key in personal branding.</p><p>Be yourself and avoid copying others.</p><p>Visual content is important for engagement.</p><p>Embrace your unique qualities and hobbies.</p><p>Video content is currently favored on social media.</p><p>Treat every interaction as an opportunity to connect.</p><p><br></p><p><strong>Contents</strong></p><p>00:00 Intro</p><p>02:58 The Value of LinkedIn for Personal Branding</p><p>05:49 Navigating Personal and Company Branding on LinkedIn</p><p>08:57 Best Practices for Thought Leadership on LinkedIn</p><p>11:59 Building a Personal Brand: The Journey</p><p>14:51 Overcoming Vulnerability in Content Creation</p><p>18:03 Growth Strategies for LinkedIn Presence</p><p>24:02 Navigating Adversity and Building a Following</p><p>28:06 The Power of Authenticity in Personal Branding</p><p>30:33 Choosing Happiness and Perspective in Challenges</p><p>33:47 Tactical Tips for Building Your Personal Brand</p><p>40:10 Networking Strategies for Success</p><p>43:34 Homework: Embrace Authenticity and Cringe</p><p><br></p><p><strong>Resources</strong></p><p><a href="https://www.linkedin.com/in/casey-trujillo/">Connect with Casey</a></p><p><a href="https://www.linkedin.com/in/toddjeffreykirk/">Connect with Todd</a></p><p><a href="https://www.brainstorminc.com/saastherapy">Visit the show page</a></p><p><a href="https://www.brainstorminc.com/">Get to know BrainStorm</a></p><p><br></p><p><strong>Credits</strong></p><p>Show direction: <a href="https://www.linkedin.com/in/debra-wilson-95504311/">Debra Wilson</a></p><p>Show design: <a href="https://www.linkedin.com/in/kensiekatesmith/">Kensie Smith</a></p><p>Show manager: <a href="https://www.linkedin.com/in/angela-allred01/">Angela Allred</a></p>
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