Humans of SaaS
134 episodes - English - Latest episode: about 2 years ago -This weekly podcast shines a light on the human side of the tech industry, with an emphasis on mental health, perseverance, creativity, successes, and failures. It goes beyond the flashy funding and acquisition announcements and explores the entrepreneurs, innovators, and leaders behind the scenes who make it all happen—what they’ve experienced, what they’ve overcome, and most importantly, what they’ve learned.
Humans of SaaS in its first season was called NPS I Love You and quickly became the largest and highest-rated Customer Success podcast in the industry.
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Episodes
What’s Your Exit Strategy? (with Casey Graham, Co-Founder and CEO of Gravy Solutions)
May 24, 2022 08:00 - 45 minutes - 105 MBIn this episode, Ben sits down with Casey Graham, Co-Founder and CEO of Gravy Solutions, the first-ever payment recovery solution for subscription-based businesses. Prior to launching Gravy, Casey founded the Rocket Company, which he successfully exited in 2016. During this episode, Casey opens up about how his grandfather’s suicide initially led him to the path of entrepreneurship, how his successful company exit resulted in a deep depression, and his overall perspective on company culture ...
You Are Your Own Biggest Competition (with Alexa Gates, Senior Demand Generation Manager at Catalyst)
April 26, 2022 08:00 - 46 minutes - 106 MBIn this episode, Ben sits down with Alexa Gates, Demand Generation leader at Catalyst. During their conversation, Ben and Alexa discuss the value of being direct and upfront in all communications, and why it’s essential for organizations to have a clear mission in mind from the get-go. Alexa explains how a role in demand generation can be compared to putting together the pieces of a jigsaw puzzle, and how in many ways, the function acts as the connective tissue for all marketing teams. They ...
Getting Real About Being a New Parent in Tech (with Sara Masson, VP of Customer Success at leap tools)
April 19, 2022 08:00 - 45 minutes - 103 MBIn this episode, Ben sits down with Sara Masson, the VP of Customer Success at leap tools, a company that’s on a mission to revolutionize the retail experience through AR technology. Sara recently joined the company following the birth of her daughter. During their conversation, Ben and Sara discuss a wide variety of topics including parenting, customer success, company culture and even juggling work with breastfeeding. They offer candid views on building psychological safety in the workplac...
Startup Docs & The Future of Tech Culture
April 05, 2022 08:00 - 35 minutes - 80.1 MBIn this solo episode, Ben discusses various aspects of tech culture. He shares his perspective on recent scripted drama series that have depicted tech startup culture like Super Pumped featuring Joseph Gordon-Levitt, about the founding story of Uber, WeCrashed featuring Anne Hathaway and Jared Leto, about the founding of WeWork, and The Dropout featuring Amanda Seyfried, about Elizabeth Holmes and the story behind Theranos. Exploring the narratives surrounding these companies and their origi...
Sometimes You Can’t Separate Work and Life
March 01, 2022 10:00 - 13 minutes - 30 MBThis brief episode was recorded on the day Russia invaded Ukraine, and in it, Ben shares his thoughts on compartmentalizing work and life, making the most out of the time you have, and how people can best support each other at work when things like this happen.
LinkedIn Lunatics, the Hiring Crisis and Metamates
February 22, 2022 10:00 - 39 minutes - 89.5 MBIn this episode, Ben broaches more hot topics in the tech landscape today. He discusses LinkedIn’s new filter option, which allows users to remove political content from their feeds, the ongoing hiring crisis in the workforce today, the Metaverse and more. Ben also emphasizes the need for clearer pathways towards building a career in tech to usher in the next generation of the workforce.
Peloton Layoffs, Apple Controversy and Gen Z in the Workforce
February 15, 2022 10:00 - 45 minutes - 104 MBIn this episode, Ben offers his take on some of the most controversial headlines in the business world today. He discusses how Peloton recently laid off 20% of its staff (2,800 people), and why people are saying the way the leadership team handled the layoffs was tone deaf. Ben also discusses how Apple classifies every employee as an “associate” after they leave the company, regardless of what their title was while they were there, and why this could affect future job prospects. Last but not...
Inflation, Wage Increases, Remote Work and Mental Health
February 08, 2022 10:00 - 29 minutes - 66.7 MBIn this episode, host Ben Winn is back to discuss more key trends and developments happening in the SaaS community right now. He explores the impacts of inflation on wages and company-wide pay increases. Ben also discusses remote work and mental health, touching on a recent UK poll of 2,000 employees which found that only 41% were willing to raise their concerns with management.
Sabbaticals, Hybrid Models and After-Hours Emails
February 01, 2022 10:00 - 28 minutes - 66.2 MBIn another special solo episode, host Ben Winn is back to discuss more key trends and developments happening in the SaaS community right now. He explores the idea of sabbaticals, which are now being offered as an employee perk at companies like PayPal, Adobe, Dropbox and more. Ben also discusses the overall sustainability of the remote work movement, and how it can be balanced with in-person collaboration and community. Finally, he touches on the importance of staying loyal to your company a...
Four Day Work Weeks, Better.com CEO Returns, Lattice & Clockwise Raises, And More! (Solo Episode with Ben Winn, Community and Marketing at Catalyst Software)
January 25, 2022 10:00 - 34 minutes - 79.3 MBIn this special solo episode, host Ben Winn discusses new key developments happening in the SaaS community. He explores the concept of the four-day workweek and how it may help to boost productivity, different time-saving strategies, and tips for any professionals who are hoping to make a change in their career in 2022. Finally, Ben rounds out the episode by emphasizing the importance of placing a strong focus on employee satisfaction for companies looking to make their mark this year.
Give Before You Take (with Lloyed Lobo, Co-Founder and President of Boast.AI)
January 18, 2022 10:00 - 44 minutes - 103 MBIn this episode, Ben sits down with Lloyed Lobo, the Co-Founder and President of Boast.AI., a company that automates access to research and development, tax credits and innovation incentives so companies can fuel their growth while preserving equity and avoiding red tape. During the episode, Lloyed shares the details of his non-linear founding journey, his thoughts on building brand equity, and how creating a strong sense of community can magnify a business’s impact.
Leveraging LinkedIn To Land Clients & Grow Revenue (with Liz Willits, Owner of Liz Willits Marketing Consultancy)
January 11, 2022 10:00 - 51 minutes - 70.8 MBIn this episode, Ben sits down with Liz Willits, the owner of Liz Willits marketing consultancy and the number one marketer on LinkedIn (according to her mom). Liz specializes in email marketing, copywriting, content marketing and demand generation, and she works across customer success, sales and marketing teams. During the episode, Liz explains the reasons behind her decision to operate as an independent consultant, why she uses LinkedIn as a tool for self-promotion, and the steps she took...
Life Lessons from a Digital Nomad (with Melissa Kwan, Co-Founder and CEO, eWebinar)
January 04, 2022 10:00 - 58 minutes - 133 MBIn this episode, Ben sits down with Melissa Kwan, the Co-Founder and CEO of eWebinar, a tool that automates webinars to free up more of your time. Melissa shares the fascinating story of how she became a digital nomad to travel the world, and what she learned from the experience of building eWebinar on a completely remote basis. She also offers some insightful advice about prioritizing happiness and building your career around your life, not the other way around.
Turning $1,000 Into $10 Million ARR (with Guillaume Moubeche, CEO and Co-Founder of lemlist)
December 14, 2021 10:00 - 50 minutes - 116 MBIn this episode, Ben sits down with Guillaume Moubeche, the CEO and Co-Founder of lemlist, sales automation and cold email software that helps companies personalize cold emails, automate follow-ups, and engage with leads across all channels. During the episode, Guillaume shares the company’s unique growth strategy, the story of how the company nearly failed twice, and the philosophies he holds that have led him to success. He also shares the creative strategies the company used to bring the ...
The Science of Decision Making (with Eric Johnson, Director of the Center for Decision Sciences at Columbia University)
December 07, 2021 10:00 - 45 minutes - 105 MBIn this episode, Ben sits down with Eric Johnson, the director of the Center for Decision Sciences at Columbia University and the author of the newly released book, The Elements of Choice. During their discussion, Ben and Eric talk about the science of decision making, the tools that can be employed to steer decision making, and how it all applies to the larger context of tech and the customer experience. Eric provides an overview of the science behind human decision making processes, and ho...
Winning On Purpose (with Fred Reichheld, Author and Inventor of NPS)
November 30, 2021 10:00 - 52 minutes - 119 MBFred Reichheld is a Bain fellow and the inventor of NPS, or Net Promoter Score, which is a system adopted by thousands of companies around the world to measure customer loyalty. He's authored several bestselling books that have helped companies thrive in a customer-driven economy, and according to the New York Times, his work has put loyalty economics on the map. In this episode, Fred and Ben discuss strategies for measuring customer success and strengthening customer loyalty, as well as som...
Paralyzed to Peaks (with Jack Ryan, Partner Manager at SaaStr)
November 23, 2021 10:00 - 53 minutes - 123 MBJack Ryan is the Partner Manager at SaaStr, the world’s largest community of SaaS professionals. In this episode, Ben and Jack discuss Jack’s journey of suffering a broken neck and numerous strokes, which led to his paralysis and near death. Jack tells the inspiring story of how through sheer grit and determination, he was able to overcome his injuries to regain full mobility and even climb Mount Whitney, the tallest summit in the continental U.S.
Do One Thing a Day That Scares Your CEO (with Mike Roberts, Head of Marketing, Catalyst Software)
November 16, 2021 10:00 - 56 minutes - 78.2 MBMike Roberts is the Head of Marketing at Catalyst Software, AKA Ben’s boss. In this episode, Ben and Mike discuss some of the projects they’re most proud of in their careers so far, the importance of reflecting on our progress overtime, and achieving optimal work/life balance. They also touch on how they’ve cultivated careers they love, and the correct pronunciation of La Croix.
Championing Diversity in Tech (with Leah Chaney, Founder and Chief Experience Officer of BetterGrowth)
November 09, 2021 10:00 - 39 minutes - 36.3 MBLeah Chaney is the founder and Chief Experience Officer of BetterGrowth, a consultancy that helps companies gain clarity on why sales are decreasing, churn is climbing, and employees are leaving by providing a step-by-step action plan. She’s also the Founder of BreakoutCS, a community for CS professionals. In this episode, Ben and Leah discuss the stories behind BetterGrowth and BreakoutCS, some of the challenges she’s faced while navigating her career as a queer person in tech, and how peop...
The Grass Is Always Greener (with Stacy Schmitz, Enterprise Account Executive at Catalyst Software)
November 02, 2021 05:00 - 41 minutes - 95.9 MBStacy Schmitz is an Enterprise Account Executive at Catalyst Software. In this episode, Ben and Stacy discuss how she has seen incredible success in her career so far, reaching 200% of her quota last quarter. Stacy also shares her unique approach to sales, what motivates her, and how the industry has evolved in recent years.
Quitting With No Plan (with Bradley Liou, Head of Customer Success at Acquire)
October 22, 2021 23:53 - 41 minutes - 95.2 MBBradley Liou is the Head of Customer Success at Acquire, an app that’s transforming e-commerce by creating unforgettable checkout experiences. In this episode, Ben and Bradley discuss the sabbatical Bradley took recently to support his wife who was struggling with postpartum depression and how it helped him realign his priorities. Bradley also shares the story of how he landed his new role at Acquire, and why the company is such a great culture fit.
Hot Ones, Hawaii, and How CS is Taking Over (with Edward Chiu, Co-Founder and CEO of Catalyst Software)
October 19, 2021 04:00 - 34 minutes - 80 MBEdward Chiu is the Co-Founder and CEO of Catalyst Software, a company that helps businesses centralize customer data, get a clear view of customer health, and scale experiences that drive retention and growth. In this episode, Ben and Edward discuss the company’s mental health initiatives, Edward’s “Hot Ones” video, and the incredible growth of Customer Success over the last 2 years.
Sending Good Vibes, Gift Cards, and occasionally BBQs (with Kris Rudeegraap, CEO and Co-Founder of Sendoso)
October 12, 2021 04:00 - 34 minutes - 78.2 MBKris Rudeegraap is the CEO and Co-Founder of Sendoso, the leading sending platform that helps companies engage with customers throughout the buyer’s journey. In this episode, Kris and Ben discuss how the best ideas often come from a problem that needs solving, working smarter not harder, and approaching business as a marathon, not a sprint.
In the Business of Simplicity (with Mike Murchison, the CEO and Co-Founder of Ada)
October 05, 2021 04:00 - 40 minutes - 93.6 MBMike Murchison is the CEO and Co-Founder of Ada, the leading provider of AI customer support chat bots that automates millions of chat-based conversations per month for clients like TELUS, Coinbase and Shopify. In this episode, Mike and Ben discuss the company’s origin story, their recent partnership with Zoom, and why simplicity is one of their core values.
Making the Invisible Visible (with Arjun Devgan, VP and Global Head of Success at Amplitude)
September 28, 2021 04:00 - 38 minutes - 87.2 MBArjun Devgan is the VP and global head of customer success at Amplitude, an innovative company that’s helping businesses manage and optimize innovation efforts with its digital optimization system. In this episode, Arjun and Ben discuss Arjun’s efforts to raise awareness about invisible disabilities, and how we can all empower one another to speak up about our vulnerabilities.
Losing $14 Million In One Day (With Rand Fishkin, CEO and co-founder of SparkToro
September 21, 2021 04:00 - 40 minutes - 37 MBRand Fishkin is the CEO and co-founder of SparkToro, a software company that provides high-quality market research and audience intelligence. In this episode, Rand and Ben discuss the art of writing emails, Rand’s experiences in the startup world, how to make sure you’re being fairly compensated, and much more.
S2E1: Losing $14 Million In One Day (With Rand Fishkin, CEO and co-founder of SparkToro)
September 21, 2021 00:00 - 40 minutes - 37 MBRand Fishkin is the CEO and co-founder of SparkToro, a software company that provides high-quality market research and audience intelligence. In this episode, Rand and Ben discuss the art of writing emails, Rand’s experiences in the startup world, how to make sure you’re being fairly compensated, and much more.
E46- NPS I Loved You (With Ben Winn, Host of NPS I Love You)
August 24, 2021 08:00 - 29 minutes - 27.3 MBThe last episode of season one is a solocast with the host of NPS I Love You and the manager of community and events at Catalyst Software, Ben Winn. In the episode, Ben reflects on the process of launching the podcast, what worked well and what could use some improvement for the next season. He also shares why they decided to launch the podcast in the first place, and why he’s looking forward to season two.
E46- NPS I Loved You (With Ben Winn, Host of NPS I Love You)
August 24, 2021 04:00 - 29 minutes - 27.3 MBThe last episode of season one is a solocast with the host of NPS I Love You and the manager of community and events at Catalyst Software, Ben Winn. In the episode, Ben reflects on the process of launching the podcast, what worked well and what could use some improvement for the next season. He also shares why they decided to launch the podcast in the first place, and why he’s looking forward to season two.
E45- To MBA Or Not To MBA (With Veronica Dasovich, Senior Director of Company Success at Heap)
August 17, 2021 08:00 - 33 minutes - 30.6 MBVeronica Dasovich is the Senior Director of Customer Success at Heap, a digital insights platform helping companies build digital experiences. In this episode, Veronica and Ben discuss the pros and cons of pursuing an MBA in the tech space, developing critical thinking skills and leveling up your career by taking initiative and leading with compassion.
E45- To MBA Or Not To MBA (With Veronica Dasovich, Senior Director of Company Success at Heap)
August 17, 2021 04:00 - 33 minutes - 30.6 MBVeronica Dasovich is the Senior Director of Customer Success at Heap, a digital insights platform helping companies build digital experiences. In this episode, Veronica and Ben discuss the pros and cons of pursuing an MBA in the tech space, developing critical thinking skills and levelling up your career by taking initiative and leading with compassion.
E45- To MBA Or Not To MBA (With Veronica Dasovich, Senior Director of Company Success at Heap
August 17, 2021 04:00 - 33 minutes - 30.6 MBVeronica Dasovich is the Senior Director of Customer Success at Heap, a digital insights platform helping companies build digital experiences. In this episode, Veronica and Ben discuss the pros and cons of pursuing an MBA in the tech space, developing critical thinking skills and levelling up your career by taking initiative and leading with compassion.
E44- Doing More With Less (With Kate Walsh, VP of Customer Success and Support at Klaviyo)
August 10, 2021 08:00 - 31 minutes - 28.5 MBKate Walsh is the VP of Customer Success and Support at Klaviyo, a Boston-based company that helps companies turn their e-commerce data into revenue with personalized multi-channel marketing campaigns. In this episode, Kate and Ben discuss how and when companies should begin developing partner programs, some of the valuable lessons Kate learned during her 11-year stint at HubSpot, and how Klaviyo will continue scaling up as the company grows.
E44- Doing More With Less (With Kate Walsh, VP of Customer Success and Support at Klaviyo)
August 10, 2021 04:00 - 31 minutes - 28.5 MBKate Walsh is the VP of Customer Success and Support at Klaviyo, a Boston-based company that helps companies turn their ecommerce data into revenue with personalized multi-channel marketing campaigns. In this episode, Kate and Ben discuss how and when companies should begin developing partner programs, some of the valuable lessons Kate learned during her 11-year stint at HubSpot, and how Klaviyo will continue scaling up as the company grows.
E43- Documenting Customer Experience (With Nate Gilmore, Chief Revenue Officer at PandaDoc)
August 03, 2021 08:00 - 37 minutes - 34.3 MBNate Gilmore is the Chief Revenue Officer at PandaDoc, a document automation software that streamlines the process of creating, assigning and reviewing proposals, quotes and contracts. In this episode, Nate and Ben discuss striking a balance between driving sales and strengthening customer relationships, motivating and incentivizing teams, and PandaDoc’s approach to customer experience design.
E43- Documenting Customer Experience (With Nate Gilmore, Chief Revenue Officer at PandaDoc)
August 03, 2021 04:00 - 37 minutes - 34.3 MBNate Gilmore is the Chief Revenue Officer at PandaDoc, a document automation software that streamlines the process of creating, assigning and reviewing proposals, quotes and contracts. In this episode, Nate and Ben discuss striking a balance between driving sales and strengthening customer relationships, motivating and incentivizing teams, and PandaDoc’s approach to customer experience design.
E42- Pivot! Pivot! Pivot! (With Roberto Ortiz, Co-Founder and CEO of Welcome)
July 27, 2021 08:00 - 38 minutes - 35.1 MBRoberto Ortiz is the Co-Founder and CEO of Welcome, an award-winning virtual event platform. In this episode, Roberto and Ben discuss how the pandemic influenced the founding of Welcome, how to provide white glove customer service, and levelling up from a technology, design and performance perspective.
E42- Pivot! Pivot! Pivot! (With Roberto Ortiz, Co-Founder and CEO of Welcome)
July 27, 2021 04:00 - 38 minutes - 35.1 MBRoberto Ortiz is the Co-Founder and CEO of Welcome, an award-winning virtual event platform. In this episode, Roberto and Ben discuss how the pandemic influenced the founding of Welcome, how to provide white glove customer service, and levelling up from a technology, design and performance perspective.
E41- The Yellow Brick Roadmap (With Emily Garza, AVP of Customer Success at Fastly)
July 20, 2021 08:00 - 41 minutes - 38.1 MBEmily Garza is the AVP of Customer Success at Fastly. 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.
E40- The Yellow Brick Roadmap (With Emily Garza, AVP of Customer Success at Fastly)
July 20, 2021 04:00 - 41 minutes - 38.1 MBEmily Garza is the AVP of Customer Success at Fastly. 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.
E41- The Yellow Brick Roadmap (With Emily Garza, AVP of Customer Success at Fastly)
July 20, 2021 04:00 - 41 minutes - 38.1 MBEmily Garza is the AVP of Customer Success at Fastly. 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.
E40- Focus On Customers Not Competitors (With Kyle Clark, Manager of Implementation at Catalyst Software)
July 13, 2021 14:00 - 37 minutes - 34.5 MBKyle Clark is an Implementation Manager at Catalyst Software, and in this episode, Kyle and I discuss the one big question you need to ask before onboarding new customers, why you should ignore what your competitors are doing and how to launch new customers in a “healthy way”.
E40- Focus On Customers Not Competitors (With Kyle Clark, Manager of Implementation at Catalyst Software)
July 13, 2021 10:00 - 37 minutes - 34.5 MBKyle Clark is an Implementation Manager at Catalyst Software, and in this episode, Kyle and I discuss the one big question you need to ask before onboarding new customers, why you should ignore what your competitors are doing and how to launch new customers in a “healthy way”.
E39- Out Of The Whirlwind (With Codi Gill, Vice President Client Success at TouchCare)
June 29, 2021 14:00 - 35 minutes - 32.8 MBCodi Gill is the Vice President Client Success at TouchCare, and in this episode, Codi and I discuss how she has six kids whilst running a CS department, the importance of “taking yourself out of the whirlwind” and how Codi pro-actively ensures her team takes sufficient time off.
E39- Out Of The Whirlwind (With Codi Gill, Vice President Client Success at TouchCare)
June 29, 2021 10:00 - 35 minutes - 32.8 MBCodi Gill is the Vice President Client Success at TouchCare, and in this episode, Codi and I discuss how she has six kids whilst running a CS department, the importance of “taking yourself out of the whirlwind” and how Codi pro-actively ensures her team take sufficient time off.
E38- One Size Does Not Fit All (With Sultan Saidov, Co-Founder and President at Beamery)
June 22, 2021 14:00 - 41 minutes - 38.2 MBSultan Saidov is the Co-Founder and President at Beamery, and in this episode, Sultan and I talk about Beamery’s proactive, people centric approach to recruitment, how to keep candidates engaged throughout the hiring funnel and how to evaluate the potential of prospective recruits.
E38- One Size Does Not Fit All (With Sultan Saidov, Co-Founder and President at Beamery)
June 22, 2021 10:00 - 41 minutes - 38.2 MBSultan Saidov is the Co-Founder and President at Beamery, and in this episode, Sultan and I talk about Beamery’s proactive, people centric approach to recruitment, how to keep candidates engaged throughout the hiring funnel and how to evaluate the potential of prospective recruits.
E37- The Rise Of Community Building (With Remco de Vries, VP of Marketing at inSided)
June 15, 2021 14:00 - 46 minutes - 42.8 MBRemco de Vries is the VP of Marketing at inSided, and in this episode, Remco and I talk about everything you need to know to get started with community building—from getting buy-in, to selecting your tech stack, to more advanced community strategies that will directly lead to revenue growth.
E37- The Rise Of Community Building (With Remco de Vries, VP of Marketing at inSided)
June 15, 2021 10:00 - 46 minutes - 42.8 MBRemco de Vries is the VP of Marketing at inSided, and in this episode, Remco and I talk about everything you need to know to get started with community building—from getting buy-in, to selecting your tech stack, to more advanced community strategies that will directly lead to revenue growth.
E36- The Role Of Role-playing (With Porter Williams, Director of Customer Success at BetterUp)
June 08, 2021 14:00 - 35 minutes - 32.4 MBPorter Williams is the Director of Customer Success at BetterUp, and in this episode, Porter and I discuss how to make your QBRs better than every other vendor, what Porter learned in his previous life as a performer that helps him in the tech world, and why role-playing might just be the one skill missing from your CS arsenal.