Mac Reddin, Founder and CEO of Commsor joins us in looking at how community can help companies adopt strategies that increase organic customer (and potential customer) relationships in a way that strengthens business goals. From looking at community as a potential first touchpoint to creating communities of practice that allow anyone to join in sharing knowledge and resources, organizations can move beyond the algorithmic advertisement model and into conversations.
You can find Mac here
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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.

Josh Levin, Manager of Customer Success at Honeycomb.io joins Jeff to talk about how his team built enterprise level customer success. Using a combination of Technical CSMs and Customer Architects allows for scaling CS work through well constructed gates and processes. They also use a strong triage process to ensure that this part of their role allows for the more proactive goals they have with and for their customers. Looking at engagement through strong content and engagement has helped them utilize a holistic usage of their team and results in effective partnerships with their customers.
You can find Josh here
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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.

Brian Oblinger joins Jeff and Jay to talk about Community. What is the difference between Community and community? How does understanding the value of community help with resource growing? What does it mean to put value to customer as a top priority? Listen to hear Brian's thoughts on all of these questions and more.
Connect with Brian
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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.

Tom Barragry, Product Marketing Lead at GetResponse joins Jeff to discuss how effective customer marketing strengthens the work of the CS team. He shares how the marketing team at GetReponse develops strong relationships with internal teams to share knowledge, streamline messaging, and create an strong customer experience together by focusing on the broader story rather than just campaigns.
You can find Tom here
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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.

Joel Primack, Community Leader at Lattice walks us through community, taking a look at some of the types of communities and how to focus them to drive customer engagement and success. Using this info, you can select what is needed to best support your organization and then use that focus to develop your strategy.
You can find Joel here
You can email Joel here
The Community-Led Growth Show Podcast
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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.

Back in April of 2021, Holly Firestone joined Jeff to talk about the importance of community to an organizaton.
Listening to your customers is something that applies to many areas within an org, including community. As community is becoming a more dynamic and strategic component of an organization, it is important to recognize that there is a big listening element within community. Learning who they are and understanding the needs of your audience is crucial to maximize this aspect. They should be involved in the building of the community which gives a sense of community and turns them into advocates and proponents of the platform. Do they have ownership? Are you using their feedback (or at least responding to their input)? If not, you are not helping build the feeling of ownership.
Connect with Holly Firestone
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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.

Cris Sample (Head of Customer Success at Information Clearinghouse Inc) walks us through her career path where she navigated the work world and motherhood. 
In this session she shares some of the behaviors and mindsets that prepared her for leadership, the biggest one being "Always focus on the customer". This thought process means that she is constantly working on how to make things better for customers, something that builds strong relationships and brings tremendous value to them.
Walking through how she coaches those in non-traditional roles to recognize the relevance of the skills they possess to giving advice on what to do in your new role, this podcast is jammed packed with information that will help you as you embrace your role as a new leader and will help rekindle the love of leading Customer Success for those who have been doing it for a while.
You can find Cris here
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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.

Jay Nathan (CCO, Higher Logic) and Kristi Faltorusso (CCO, Client Success) pull a couple of books from their shelves to discuss and apply to Customer Success leadership.
This week, they dive into two books:
Think Again by Adam Grant - a book about reframing how you think about approaching debatable topics in a constructive and productive way.
Setting the Table by Danny Meyer - focused on how to start with service in mind and then build your processes to deliver through the lens of the hospitality industry.
Both books have direct applications for CS Leaders in both personal and professional growth.
You can find Kristi here
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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.