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CSM Toolbox
Welcome to CSM Toolbox with Isabel Ruiz. In each bi-weekly episode, we'll hear from experts in Customer Success, Product, Community Management and Marketing to name a few and learn more about their journey and insights.So, what's in your toolbox?
Episodes
50 episodes
Learning from mistakes with Angela Guedes at Claap | Ep. 18
Angela is a Senior Customer Success Leader & Startup Advisor. Passionate about building high performing teams and mentor others to reach their full potential.For the past +8 years, she led and operationalized multiple custom...
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Season 2
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Episode 18
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17:56
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Everything as an experiment with Steffen Hedebrandt at Dreamdata | Ep. 17
Steffen is the Co-Founder and CMO at Dream Data, which delivers tools and enables algorithmic decision-making in marketing and sales.Dreamdata is the B2B revenue attribution platform for small to midsize B2B companies seeking to stop th...
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Season 2
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Episode 17
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16:55
Sense of community and belonging with Antonia Hellman at Toucan | Ep. 16
Antonia is the Co-Founder and CEO of Toucan, the video platform built for networking. She is a recent graduate of Stanford University, having studied Economics and Political Science. Prior to Toucan, her work experience was...
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Season 2
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Episode 16
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20:06
Leading from your strengths with Judy Bowers at Strengths Consultancy | Ep. 15
Judy is a Work Psychologist with a passion for change and helping individuals and organizations alike thrive. She works as a coach for Strengths Consultancy, where their goal is to provide organizations with the tools and knowledge to imple...
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Season 2
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Episode 15
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21:06
Five hats of a Community Manager with Cèline Riemenschneider at Canva | Ep. 14
Cèline Riemenschneider is the Community Lead for Canva Creators, Germany She is also Founder of The Community Mentor and The Community Workademy - an Online Course for Community professionals starting out in the space. Céline on Twi...
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Season 2
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Episode 14
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20:12
Creating a movement with Marija Skobe-Pilley at ClickUp | Ep. 13
Marija Skobe-Pilley is leading European Customer Success team at the productivity platform ClickUp. She's building and scaling a high-performing and productive success team with the main emphasis on culture, personal and profession...
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Season 2
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Episode 13
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18:52
CS Strategy evolution with Kate Neal at Staircase | Ep. 12
A Customer Success professional since 2011, Kate has created CS programs from scratch and hired & led teams at 4 different SaaS startups. Passionate about building and scaling relationships, Kate recently joined Staircase AI as Director...
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Season 2
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Episode 12
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18:30
Understanding customer conversations with Valentina Thörner at Klaus | Ep. 11
Valentina Thörner has 10+ years of experience in the customer support industry, from customer facing roles to managing teams, and leading the product development of the customer service quality management platform "Klaus". She currentl...
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Season 2
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Episode 11
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23:27
A day in the life of a CSM with Ryan Noakes | Ep. 10
With 10+ years experience in Customer Service, 6+ years working with SaaS Platforms and most recently 4+ years experience in Customer Success/ CX, Ryan was featured in a report of Customer Success Managers to watch out for in 2022.Throughou...
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Season 2
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Episode 10
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24:49
Unlocking customer value with Niclas Ramon Staberg | Ep. 09
Over the past decade, Niclas helped build two global SaaS companies, worked with 100+ of the Fortune 500, in 20+ markets.In doing this, Niclas realized that he’s all about building truly customer-centric companies, that can both grow fas...
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Season 2
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Episode 9
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18:34
The ROI of your product with Emilia Korczynska at Userpilot | Ep. 08
Emilia is Head of Marketing at Userpilot and a product marketing enthusiast. She has experience of working with several SaaS businesses as a marketer and a co-founder. Her passion for content marketing, SEO and SaaS products led her to build ...
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Season 2
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Episode 8
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24:39
The new rules of engagement with Daria Danilina at Salesroom | Ep. 07
Daria is the Co-Founder and CCO of Salesroom - a virtual meeting platform enabling Account Executives to build trust with their customers without in-person interactions. Before founding Salesroom, Daria worked in growth-stage investing and sale...
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Season 2
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Episode 7
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24:28
Remote revolution with Telma Cardona de Castro at Demodesk | Ep. 06
For the past 5 years, Telma's been working in client management and conflict mediation as a client advocate.Most of her experience was in financial markets, being her latest experience at Aon, where she managed an extensive portfolio of bot...
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Season 2
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Episode 6
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10:19
The evolution of PLG with Emily González-Cebrián Lombán at Froged | Ep. 05
As Co-founder & CEO at Froged, Emily says to work with people and for people is the most valuable lesson.She believes more in the power of cooperation than in competition. A problem-solver and digital strategist with an exte...
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Season 2
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Episode 5
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15:01
Active listening as a skill with Jurgita Paulauskaite at Tymeshift | Ep. 04
Jurgita Paulauskaite is a Lithuanian now spreading roots in sunny Portugal. She started her journey in SaaS companies as an SDR and then discovered the amazing World of CSM. Being a person in the field, tackling onboardi...
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Season 2
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Episode 4
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18:06
Persistance and health scoring with Philipp Wolf at Custify | Ep. 03
As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to p...
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Season 2
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Episode 3
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18:19
The Center of Experience with Greg Kihlström | Ep. 02
Greg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on digital transformation initiatives, customer experience, employee experience, and he also hosts
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Season 2
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Episode 2
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20:43
A dynamic approach to leadership with Raphael Presberg at Nalia | Ep. 01
Raphael is a data scientist and an entrepreneur. He has studied in Paris, New York and Tel Aviv, and worked for Schneider Electric as a data engineer before handling several freelance assignments (risk management data science @Pfizer, fraud det...
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Season 2
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Episode 1
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17:46
Authenticity as a core value with Esben Friis-Jensen at UserFlow | Ep. 31
Esben Friis-Jensen is the co-founder and Chief Growth Officer at
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Season 1
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Episode 31
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15:58
Building genuine relationships with Will Stevenson at Onboard | Ep. 30
Will Stevenson is the Founder and COO of Onboard - a software built to help companies onboard their customers faster. He has over 10 years of experience building and leading CS and Onboarding teams at high growth B2B SaaS companies. An...
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Season 1
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Episode 30
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19:26
Copywriting 101 for Customer Success with Ekaterina Howard | Ep. 29
Ekaterina Howard helps B2B SaaS startup founders and growth marketers get more traction with research-driven conversion copy — without slowing down their growth initiatives. Ekaterina has worked with clients, such as ClickGUARD, Wonderwerk, Par...
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Season 1
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Episode 29
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19:29
Value creation with John Henwood at Productboard | Ep. 28
This week's episode features John Henwood.John leads the Customer Success team at Productboard while co-leading Vancouver's Customer Success community of 1,500 practitioners. Before joining Productboard, John had more than 10 ...
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Season 1
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Episode 28
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14:55
The future of work is choice with Lisette Sutherland at Collaboration Superpowers | Ep. 27
Lisette Sutherland is the director of Collaboration Superpowers, a company that helps people work together from anywhere through
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Season 1
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Episode 27
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27:56
Enabling customers in a better way with Puneet Kataria, at CustomerSuccessBox | Ep. 26
This week's episode features Puneet Kataria, founder & CEO of CustomerSuccessBox As one of LinkedIn’s top Voices and named 2021 Top 100 CS Strategist, Puneet is deeply passionate about the three product joys:the joy of prod...
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Season 1
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Episode 26
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20:42
Building experiences with Ashley Porciuncula at Orbital | Ep. 25
This week's episode features Ashley Porciuncula, CEO and co-founder of Orbital.Ashley has over 15 years of experience as a freelance startup consultant and product leader for B2C and B2B clients, ranging from tech startups and bo...
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Season 1
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Episode 25
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18:22