In this episode, we’re joined by Jennifer Peters, Head of Customer Success at Vesper, the commodity data platform working to bring transparency to the global commodity marketplace. Vesper provides market data, benchmarks, and forecasting to allow you to make confident decisions in volatile food markets.

We spoke with Jennifer about what it really means to design and implement an effective customer journey, and why managing a customer portfolio doesn’t automatically mean you’re managing that journey well.

Here are some of the key questions we address:

• What’s the difference between managing customer portfolios and managing the full customer journey?
• Where does the customer journey actually begin, and why is that moment so often misunderstood?
• How do you make your onboarding flow keep pace with a fast-evolving product?
• Why is launching a new feature once never enough?
• What kind of adoption and usage metrics should CS teams monitor to prevent churn?
• How do you operationalize customer success playbooks so they trigger action, not just insight?
• What’s the role of CS in ensuring goals set during the sales cycle don’t disappear after onboarding?
• How do you keep stakeholders across sales, marketing, and product aligned on the journey you're all supporting?

Tune in to hear how Jennifer and her team are building a proactive customer success engine at Vesper - and what any SaaS org can learn about keeping customers engaged, growing, and renewing long after the contract is signed.

In this episode, we’re joined by Emelie Linheden, VP of Marketing at Younium, a Subscription Management tool that helps B2B SaaS companies in Europe and North America streamline subscription management, invoicing and billing, financial reporting, and data insights.

We talked with Emelie about how Younium's event strategy has fueled their growth, and specifically how you make the most out of your investment in external events. Here are some of the key questions we address:

- What are the most important criteria you use when deciding which external events to sponsor?

- What are the key things a team needs to do in the 4-6 weeks leading up to an event?

- How do you build a pre-event outreach strategy to ensure you're not just showing up cold?

- What’s your approach to lead capture, note-taking, and team coordination on-site?

- Who “owns” post-event results and how do you ensure accountability?

- What’s your timeline and process for post-event follow-up?

- How do you turn an event into a broader campaign that lasts beyond the week of the show?

- What KPIs do you track to evaluate event success—and how early do you define them?

Tune in to learn from Emelie how you also can make the most out of your event budget and plan, to ultimately drive real business value for your organization.

In this episode, we’re joined by Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa, the Value Experience Customer Service Platform empowering companies to deliver effortless, personalized experiences that drive customer loyalty. Trusted by leading consumer brands of the world, Dixa supports over 30 million conversations annually.

We talk to Karolina about how they go about segmenting customers, and specifically how to interact with each segment to drive real business value when you have a big pool of customers, and at times with very different characteristics. Here are some of the key questions we address:

- How do you personally decide what dimensions to segment on — revenue, usage, potential, lifecycle stage? Can you walk us through a real segmentation model you’ve used that worked well?

- Once you’ve segmented your customer base, how do you make that segmentation actionable across the team? Any tips for operationalizing it across CS, Sales, and Product?

- Have you ever had to rework your segmentation model because it wasn’t driving the outcomes you wanted? What triggered the change, and what did you learn?

- In lower-revenue or long-tail segments, how do you ensure customers still feel seen and supported without scaling your CS costs?

- For a CS leader who’s never done structured segmentation before, or for the ones that need to revisit this exercise, what would be your first three steps to get started?

Tune in to learn how Karolina and her team are making sure that every customer is getting the attention they deserve and need to not just stick around but also to expand their commitment to Dixa.