//podcastplus.net/feed/gain-grow-retain-podcast~011ac451 In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations about growing and scaling subscription businesses with a customer-first approach. The podcast is aimed at SaaS and technology leaders who are facing the day to day challenges of scaling. This podcast is brought to you by Higher Logic. Wed, 13 May 2026 18:13:59 +0000 https://mcdn.podbean.com/mf/web/5wdpqh/GGR_Episode296_ScalingCS_BrittanySoinski.mp3 Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important. This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nathan to share how her team has tackled this program: Created an onboarding team who is dedicated to owning this process Developed strong templates by starting with post-sale, ending with renewal, and identifying all of the things that happen in between Set a 60-day goal for customers and identified how many reached it within this timeframe Utilized Human Centered Design in the process Connect with Brittany -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at  GainGrowRetain.com ! Or follow our  GGR LinkedIn page . GGR was co-founded by  Jeff Breunsbach  and  Jay Nathan  - be sure to follow for custome... Mon, 18 Dec 2023 12:00:00 +0000 https://mcdn.podbean.com/mf/web/5wdpqh/GGR_Episode296_ScalingCS_BrittanySoinski.mp3 https://mcdn.podbean.com/mf/web/icxyzn/GGR_Episode297_Community_and_Business_Goals_final_render9gjfh.mp3 This week, Jeff talks with Jake McKee, founder of Jake McKee Consulting about community's role in business. Jake shares some critical points for companies looking to bring a community program into their business model that help ensure it is more than just a 'nice to have' opportunity. Community needs to be embedded into business operations, and to do this well, you must: Understand your business goals and your community priorities and then align them well Use the OGSDT framework (Objectives, Goals, Strategies, and Tactics) in planning Support your internal stakeholders by understanding their pain points and workto help close those gaps with community programs using processes they already have in place Make sure you are tracking both community and company metrics (and tie them together) This information-packed episode is a must for anyone who is running, or looking to add or expand a customer community. Connect with Jake -- Gain Grow Retain exists to connect people, knowledge, and ideas... Mon, 11 Dec 2023 12:00:00 +0000 https://mcdn.podbean.com/mf/web/icxyzn/GGR_Episode297_Community_and_Business_Goals_final_render9gjfh.mp3 https://mcdn.podbean.com/mf/web/56mx66/_Episode_290_-_10-Minute_Trumpet_Scaling_Your_CS_Teams_Through_Specialized_Roles961iv.mp3 This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves are mainly focused on 1:1 programs while the 3rd is all about scaling. However, in this state of moving away from 1:1 towards a more scaled focus, we need to add roles from the 3rd wave much sooner int the process. Learn more about setting your 2024 team and plans up for the best possible outcome. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at  GainGrowRetain.com ! Or follow our  GGR LinkedIn page . GGR was co-founded by  Jeff Breunsbach  and  Jay Nathan  - be sure to follow for customer success content. Tue, 31 Oct 2023 15:50:46 +0000 https://mcdn.podbean.com/mf/web/56mx66/_Episode_290_-_10-Minute_Trumpet_Scaling_Your_CS_Teams_Through_Specialized_Roles961iv.mp3 https://mcdn.podbean.com/mf/web/udcfsq/GGR_Episode_289_-_Integrated_Community_with_Zendesk_mixdown6se2h.mp3 This week, Nicole Saunders, Director of Community at Zendesk talks with Jeff about how community can help bring value to the customer experience by bringing CS in as a strong content provider. Helps move from a transactional to a relational and learning experience Helps align the community around scaled ideas to create synergy and utilize tools and offerings collaboratively across the company to become more retention focused Helps focus on certain KPIs and metrics that other teams have so you can use the data to tell the story of the customer and the community well Connect with Nicole -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at  GainGrowRetain.com ! Or follow our  GGR LinkedIn page . GGR was co-founded by  Jeff Breunsbach  and  Jay Nathan  - be sure to follow for customer success content. Mon, 23 Oct 2023 11:00:00 +0000 https://mcdn.podbean.com/mf/web/udcfsq/GGR_Episode_289_-_Integrated_Community_with_Zendesk_mixdown6se2h.mp3 https://mcdn.podbean.com/mf/web/pntfmi/_Episode_288_-_Scaling_CS_Tessa_Thorburn_with_Loombu9ur.mp3 Another session in our Scaling CS series, Tessa Thorburn, Head of Customer Success joins Jay to talk about how her team at Loom has used scale to increase their efficiency and value to customer. From role specialization to programs that scaled well, she shares her insights and experience in helping her team increase customer value effectively. Building the case for role specialization Use case webinars Listening to customers at scale Re-onboarding Technology Communication through change Connect with Tessa -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at  GainGrowRetain.com ! Or follow our  GGR LinkedIn page . GGR was co-founded by  Jeff Breunsbach  and  Jay Nathan  - be sure to follow for customer success content.   Mon, 16 Oct 2023 11:00:00 +0000 https://mcdn.podbean.com/mf/web/pntfmi/_Episode_288_-_Scaling_CS_Tessa_Thorburn_with_Loombu9ur.mp3 https://mcdn.podbean.com/mf/web/egdks5/_Episode_283_Scaling_Success_mixdown_final_1a1cq2.mp3 Daphne Lopes, Principle Manager of CS at Hubspot joins Jay Nathan to talk about Hubspot's focus on meeting each customer at the right time with the right information through scaled CS. In this episode, learn how segmentation, data models, content, and cross-collaboration all play a foundational role in creating a customer experience that is based on scale without sacrifice. Connect with Daphne -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at  GainGrowRetain.com ! Or follow our  GGR LinkedIn page . GGR was co-founded by  Jeff Breunsbach  and  Jay Nathan  - be sure to follow for customer success content. Mon, 11 Sep 2023 10:30:00 +0000 https://mcdn.podbean.com/mf/web/egdks5/_Episode_283_Scaling_Success_mixdown_final_1a1cq2.mp3 https://mcdn.podbean.com/mf/web/bnqtmh/_Episode_281_-_How_CS_Leaders_can_be_thinking_about_AI7gtfa.mp3 This week Rohan Gupta and Gopal Srinivasan, Partners at Deloitte, join Jeff to talk about a hot topic: AI in Customer Success. Generative AI has made access more accessible for the average person, but what are some ways CS teams can utilize AI to support the work they do in a more effective and efficient way? From practical suggestions for getting started to potential roadblocks, the conversation focuses on the shifts teams and companies are making to utilize this powerful tool. Connect with Rohan Gupta Connect with Gopal Srinivasan Implications of Generative AI: https://www2.deloitte.com/us/en/pages/consulting/articles/generative-artificial-intelligence.html Sustainable Growth in SaaS: https://www2.deloitte.com/us/en/pages/consulting/articles/enterprise-saas-ndr-growth.html The Shift to Customer Outcomes: https://www2.deloitte.com/us/en/pages/consulting/articles/the-shift-to-customer-outcomes.html -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the ... Mon, 04 Sep 2023 11:00:00 +0000 https://mcdn.podbean.com/mf/web/bnqtmh/_Episode_281_-_How_CS_Leaders_can_be_thinking_about_AI7gtfa.mp3 https://mcdn.podbean.com/mf/web/9sc9rc/GGR_Episode282_10-minute_Trumpet_Specialized_Roles.mp3 This week, Jeff discusses the various stages of the CS team and focuses on the newest realm of specialized roles. All of the stages are important to building an effective team. These specialized roles: Scaled Program Managers, Customer Marketers, and Community Managers can help drive specific outcomes by developing campaigns that benefit customers whether they have a named CSM or not. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at  GainGrowRetain.com ! Or follow our  GGR LinkedIn page . GGR was co-founded by  Jeff Breunsbach  and  Jay Nathan  - be sure to follow for customer success content. Mon, 28 Aug 2023 14:22:56 +0000 https://mcdn.podbean.com/mf/web/9sc9rc/GGR_Episode282_10-minute_Trumpet_Specialized_Roles.mp3 https://mcdn.podbean.com/mf/web/at9czc/_Episode_280_-_The_Vault_-_Building_Relationships_During_Uncertain_Times_mixdown_2_6zdo8.mp3 In this re-release from April 2020, Jay Joined Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series. Although they talk about the impact of COVID on the market in general and customer engagement specifically, the conversation is just as relevant today as teams undergo major changes that often result in the loss of your primary stakeholder. After sharing some practical tips, the group them shifts to answering audience questions, making this a great podcast to revisit. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at  GainGrowRetain.com ! Or follow our  GGR LinkedIn page . GGR was co-founded by  Jeff Breunsbach  and  Jay Nathan  - be sure to follow for customer success content. Mon, 21 Aug 2023 11:00:00 +0000 https://mcdn.podbean.com/mf/web/at9czc/_Episode_280_-_The_Vault_-_Building_Relationships_During_Uncertain_Times_mixdown_2_6zdo8.mp3 https://mcdn.podbean.com/mf/web/j64nj7/GGR_Episode279_Scaling_CS_on_the_Higher_Logic_Success_Community_mixdownau852.mp3 This week, Jay Nathan talks to Shauna McClemens about how Higher Logic Vanilla has built a strategy utilizing their customer community to scale CS programs. By ensuring that the entire community is focused on customer success, companies are able to provide a space for 'the right information at the right time for the right person' in a way that is more effective than any other method. Listen to the process she and her colleagues worked through to move from a space that was operating without leadership to one that is providing value to customers through a variety of opportunities. Connect with Shauna -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at  GainGrowRetain.com ! Or follow our  GGR LinkedIn page . GGR was co-founded by  Jeff Breunsbach  and  Jay Nathan  - be sure to follow for customer success con... Mon, 14 Aug 2023 10:30:00 +0000 https://mcdn.podbean.com/mf/web/j64nj7/GGR_Episode279_Scaling_CS_on_the_Higher_Logic_Success_Community_mixdownau852.mp3