Catch me on the following Podcasts

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Emily Garza, Head of Customer Engagement, Unit21, shares her advice on partnering with internal peer teams. 

See the recording here (November 2023)

Emily Garza, Head of Customer Engagement, Unit21, shares her advice on what customer onboarding strategies you can implement for long-term success.

See the recording here (June 2023)

I joined Justin Schmidt to discuss how a business can position automation with a team and strategies to evaluate different support automation tools. 

See the recording here. (Sept 2022)

I joined Warwick Brown  to talk about how  CSM can become more strategic and partnering internally. 

See the recording here. (Oct 2021)

In this episode, Emily and Ben discuss why happiness shouldn’t be used as a customer success metric, the importance of consistent storytelling, and the value of clear communication and curiosity in business.

(NPS I Love You,, July 2021)

Some of the topics we discussed:

- Why cross functional relationships are critical

- Key stakeholders for the CSM team
- Data sharing

- Top CS trends

(Transforming Experiences in  Customer Success-  formerly Strikedeck Radio, July 2021)

Some of the topics we discussed:

- Key engagements with customers
- the "Cadence" call
- Aligning your message to the attendees
- Architecting a story

(GainGrowRetain, June 2021)

Some of the topics we discussed:

❓Should Customer Success handle renewals or should it be sales?
❓How can you be a trusted advisor and then ask for upsells/renewals? 
❓If CS is reposnible for revenue, should they have sales targets? (Planhat's The Customer Success Channel, June 2021)

We discuss the best practices to:

👉 Attract the best talent from the market
👉 Keep the team happy and contribute to their personal goals
👉 Tips for candidates to nail the next CS interview
....and much more! (The CS Mentor, June  2021)

Episode #125 Highlight Reel:

1.) What Emily learned helping to grow and scale her Customer Success team  

2.) Managing a hyper growth company's customer success SaaS & tech tool-kit   

3.) Building living playbooks that scale with your growing team  

4.) Discovering what to measure & manage for customer portfolio health  

5.) Leveraging & investing in customer success & CX to grow sales & revenues (June 2021)

We talk about:
💎 Brag sheet - What it is and shy should you start creating one?
💎 Creating Customer Success teams - where to start from and how to set the team up for success?
💎 Coaching - how to get the most out of your coaching?
💎 Mentoring - is that the answer to all of your career questions?
(Women in Customer Success, Episode 41, May 2020)

A partnership with Product is critical for CS. I discuss how we have evolved our voice with product, positioned key metrics and invited product to customer meetings. (CSM Practice, Jan 2021)

This episode celebrated some of the wins experienced this past year in the Customer Success community. This episode is a highlight reel of 18 Customer Success leaders from companies like Cision, GitLab, Fastly, Zoom, and Oracle on their proudest moments from 2020. ('wellsaid, Jan 2021)

I discuss how to tie competencies comprehensively throughout your employee experience, from the job description to ongoing coaching to career conversations. (wellsaid by 'nuffsaid, Dec 2020)

I discuss thinking through how to choose  you first hires, including why you started CS and key skills to look for. (wellsaid by 'nuffsaid, Dec 2020)

How you start a team helps set the tone of your future culture and growth. I discuss evaluating customer lifecycle, compensation, and segmenting. (wellsaid by 'nuffsaid,  Dec 2020)

I discuss how to leverage (and repurpose) existing training to fit CS, how enablement needs to think both internally and externally, and the importance of leadership alignment for enablement. (Trust Enablement, Oct 2020) 

I discuss how enablement differs between pre and post-sales organizations, onboarding, and measuring enablement impact. (Sales Enablement Pro, Nov 2019)