In this episode, we’re thrilled to speak with Arturo Suarez Martin, Senior Director of Customer Success and General Manager at PagerDuty Chile. Arturo shares his inspiring journey from developer to director, offering valuable insights into leadership, team-building, and the transformative power of AI.

What You’ll Learn in This Episode:

• Arturo’s leadership style and how curiosity drives innovation.
• Lessons from building reliable systems and leading diverse teams.
• The role of AI in freeing up time for meaningful work.
• Arturo’s personal philosophy on flexibility and growth in career and life.

Key Topics Covered:

• 0:00 – Introduction and Arturo’s background.
• 5:00 – Leadership lessons and inspiration from global experiences.
• 10:00 – Building resilient systems and the importance of reliability.
• 15:00 – The promise and pitfalls of AI in modern work.
• 20:00 – Fostering team diversity and adaptability across cultures.
• 30:00 – Arturo’s career advice: Stay curious and create opportunities for choice.

Arturo’s story is packed with actionable advice and thought-provoking insights. Don’t miss this engaging conversation with one of tech’s most forward-thinking leaders!

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In this episode, Laura Bedoya, Senior Technical Support Manager at Vitally.io, shares her journey of building the company’s first-ever B2B technical support team from the ground up. Laura dives into the lessons she’s learned along the way, from creating processes and documentation to fostering team culture and leveraging AI to enhance customer support. She also reflects on her passion for community building and empowering women of color to take up leadership roles in the tech industry.

We discuss how Laura’s experience in retail shaped her empathetic and pragmatic leadership style, her insights on navigating metrics like CSAT and first reply time, and how she strikes a balance between fun and accountability as a manager. Laura’s story is not only a testament to resilience but also an inspiration for leaders looking to build inclusive, high-performing teams.

Whether you’re a customer support leader, a community builder, or someone passionate about diversity in tech, this episode is packed with actionable advice and inspiring stories.

Key Topics Covered:

0:00 – Welcome & Introduction
Scott introduces Laura Bedoya and her pivotal role in building Vitally.io’s first B2B technical support team.

3:00 – Lessons from Starting a Support Team
Laura shares her experience building processes and implementing tools while keeping the customer experience top of mind.

6:45 – The Power of Documentation
How documenting every step streamlined onboarding and empowered team members.

10:00 – Balancing Metrics with Empathy
Laura’s perspective on why CSAT should be a team metric and her aversion to first reply time as a key performance indicator.

15:30 – Using AI Responsibly
How Vitally.io uses AI to handle repetitive tasks, freeing up human agents to focus on complex customer needs.

20:00 – Building a Remote-First Team Culture
The strategies Laura uses to foster human connections in a remote work environment.

25:30 – Advocating for Diversity and Inclusion
Laura’s work with Amigas Latinas and her mission to mentor and empower women of color in leadership.

30:00 – Leadership Lessons from Retail
How Laura’s early retail management experience taught her to stay calm under pressure and prioritize human connection.

35:00 – Balancing Fun and Focus
Laura’s “unserious serious” approach to leadership and why humor is essential in building resilient teams.

Key Takeaways:

• Document everything: Comprehensive, accessible documentation ensures smoother onboarding and team success.
• Focus on team performance: Treat metrics like CSAT as a team responsibility, not an individual burden.
• AI is a tool, not a replacement: Use AI to handle repetitive tasks and empower teams to focus on impactful issues.
• Diversity matters: Representation and mentorship create meaningful opportunities and stronger teams.
• Humor builds resilience: A fun, lighthearted environment can help teams stay motivated while achieving their goals.

In this episode, Maranda Dziekonski, VP of Customer Success at ID.me, shares her 20+ years of experience in customer success and operations, providing actionable insights on scaling teams, creating agile processes, and fostering personal connections to drive success. From her unique approach to relationship-building through her "handy-dandy notebook" to the challenges of transitioning between leadership roles, Maranda offers a candid and practical look into the evolving world of customer success.

We explore her innovative hiring principles, the importance of acting your organization's size when implementing processes, and how she has leveraged AI to supercharge account planning and customer insights. Maranda also reflects on the biggest changes in the CS landscape, including the growing focus on tying CS to revenue, and shares advice for aspiring CS professionals looking to break into the field.

Whether you're a CS leader, a startup founder, or someone looking to improve team dynamics and customer outcomes, this episode is packed with strategies, lessons, and thought-provoking ideas.

Key Topics Covered:

0:00 – Welcome & Introduction
Scott introduces Maranda Dziekonski, her impressive career in customer success, and what to expect from the episode.

2:00 – The Relationship Cheat Sheet
Maranda explains her unique system for building personal connections and how it has evolved over time.

6:00 – Hiring and Scaling Teams
Insights into Maranda's principles for creating balanced teams and filling skill gaps through hiring and training.

10:30 – Acting Your Organization’s Size
Why scaling processes should match your company’s stage to avoid unnecessary complexity.

13:00 – Transitioning to Leadership
Maranda reflects on shifting from individual contributor to leader and navigating roles in startups versus larger organizations.

16:45 – AI in Customer Success
How Maranda leverages AI to generate insights from customer data and streamline account planning.

20:00 – Breaking Into CS
Practical advice for early-career professionals looking to land their first customer success role.

24:30 – The Evolution of Customer Success
How the industry has shifted towards revenue ownership and why it matters for CS teams.

30:00 – Advice for CS Leaders
Tips on avoiding burnout in startup environments and staying customer-focused in chaotic situations.

Key Takeaways:

• Personal connections matter: Maranda’s relationship cheat sheet fosters deeper customer and team engagement.
• Hire and train strategically: Balance skill sets to build resilient, adaptable teams.
• Act your size: Tailor processes to your company’s stage for agility and effectiveness.
• AI as a CS tool: Leverage AI for data insights and efficiency, impressing customers with targeted strategies.
• CS is revenue-critical: Tie CS efforts to measurable business outcomes to stay relevant in today’s economy.

In this episode of Inside the Workflow, we sit down with Luke Ferrel, Global Head of Customer Success at Deel. With a career that spans military intelligence, SaaS leadership, and optimizing customer success at scale, Luke shares actionable insights on leadership, embracing data-driven strategies, and navigating the evolving landscape of customer success.

From his early days learning Mandarin as a military linguist to leading teams at Qualtrics, Outreach, and Deel, Luke’s journey is packed with lessons on adapting to challenges, fostering meaningful connections with customers, and building successful teams in a remote-first world.

We discuss how Luke approaches scaling customer success programs without losing the human touch, the role of AI in empowering teams, and his unique “Golden Deal Framework” that motivates CSMs to deliver measurable outcomes. Luke also reflects on the importance of urgency, overcommunication in remote work, and his vision for creating a legacy of mentorship and impact.

Whether you’re a CS professional, a SaaS leader, or someone navigating the challenges of scaling global teams, this episode is filled with practical advice and inspiration for building sustainable success in a high-pressure world.

Key Topics Covered:

0:00 – Welcome & Introduction
Scott welcomes Luke Ferrel, who shares his journey from military linguist to SaaS leader.
3:45 – From Ops to Customer Success
How Luke transitioned into CS, learning the ropes and driving outcomes early in his career.
7:30 – Leadership Insights & The Golden Deal Framework
Luke’s approach to motivating his team and aligning goals with measurable success.
12:15 – Scaling Smart: Challenges in CS
Why scaling too early can backfire and how Deel balances automation with human connection.
18:30 – AI’s Role in Customer Success
How AI tools are helping Deel deliver better customer outcomes and improve communication.
22:45 – Leading Remote Teams
Overcoming the challenges of remote work with clear goals and proactive communication.
28:00 – Mentorship and Legacy
Luke’s vision for developing future leaders and making an impact on a global scale.

Key Takeaways:

• Scaling Smart: Understand customer needs before scaling to avoid creating inefficiencies.
• Urgency Drives Success: Move fast to retain customers in a competitive market.
• The Future is Hybrid: AI is a powerful tool, but the human touch remains a competitive advantage.
• Overcommunicate in Remote Work: Clear communication and frequent check-ins build trust and alignment.

Notable Quote:

"If I could have anything in my career, I’d want an Andy Reid coaching tree. I want 10 other heads of CS who say they learned something meaningful from me." – Luke Ferrel

In this episode, Aaron Woods, Director of Strategic Post Sales with experience at LaunchDarkly, Catalyst Software, Datadog, and Fidelity, shares his journey through customer success and leadership. Aaron reflects on his transition from sales into customer success, the challenges of building post-sales teams, and how he cultivates a culture of mentorship and growth.

Aaron takes us behind the scenes of managing complex customer relationships, setting ambitious goals for teams, and the evolving role of customer success in today’s SaaS landscape. He emphasizes the importance of treating customers as people, investing in relationships, and leveraging tools like AI to streamline operations and improve customer outcomes.

Whether you’re a customer success leader, a startup professional, or someone navigating their career in SaaS, Aaron’s insights are packed with practical advice, inspiring strategies, and real-world lessons.

Key Topics Covered:

0:00 – Welcome & Introduction
Scott introduces Aaron Woods and his extensive experience leading post-sales teams at top SaaS companies.

2:30 – From Sales to Customer Success
Aaron shares how his time at Fidelity shaped his approach to delivering exceptional customer experiences.

5:00 – Breaking Assumptions About Customer Success
Aaron reflects on common misconceptions about customer success roles and why they’re often the most challenging jobs in business.

8:45 – Building Strong Customer Relationships
How understanding that “it’s just a person on the other end of the line” changes the game for customer success.

12:00 – Setting Audacious Goals for Teams
Aaron’s approach to team leadership: setting goals that inspire excellence and differentiate your team in the marketplace.

15:00 – Balancing Goals and KPIs
Why building relationships and understanding customer benchmarks can make your team stand out.

18:00 – Mentorship and Career Development
Aaron discusses his work with Catalyst Coaching Corner and his passion for helping people unpack their career goals.

21:00 – Managing Remote Teams Effectively
Insights on hiring, building culture, and curating team relationships in a remote-first world.

25:00 – The Role of AI in Customer Success
Aaron explores how AI can streamline workflows, surface insights, and allow CSMs to focus on what truly matters: building relationships.

30:00 – Pressure Is a Privilege
How Aaron embraces challenges as opportunities to grow and develop leadership skills.

35:00 – The Future of Customer Success
Aaron’s thoughts on the specialization of customer success roles and the importance of demonstrating business impact.

38:00 – Advice for Early Career Professionals
Aaron’s advice for young professionals: be patient, focus on learning, and trust the process.

Key Takeaways:

• Customer success isn’t generic: Tailor your approach based on your product, customer maturity, and company goals.
• Relationships matter most: Treating customers as people—not transactions—builds long-term trust and success.
• Pressure leads to growth: Challenging roles offer unparalleled opportunities to gain experience quickly.
• Embrace mentorship: Leadership isn’t the only path—find what works for you and seek guidance from those ahead of you.

Notable Quote:

“I set audacious goals for my team: I want us to be the customer success team that other companies say, ‘We need to hire them.” – Aaron Woods

In this episode, Ben Rosenberg, Senior Director of Customer Support, Enablement, and Community at ChurnZero, shares his journey from hospitality to becoming a leader in the SaaS industry. Ben discusses his passion for mentorship and leadership development, his adaptable approach to managing teams, and his insights into how customer experience is evolving with AI and automation.

We explore the challenges of balancing automation with human connection, strategies for enabling remote teams, and why curiosity and empathy are critical traits for professionals in customer-facing roles. Ben also reflects on his personal hobby of woodworking and how it parallels his approach to leadership—embracing mistakes as learning opportunities.

Whether you’re a CX professional, a SaaS leader, or simply curious about the future of customer success, this episode offers valuable lessons and practical takeaways.

Key Topics Covered:

0:00 – Welcome & Introduction
Scott introduces Ben Rosenberg and his journey from hospitality to SaaS leadership.

3:15 – Leadership in Action
Ben discusses his adaptable leadership style and the importance of transparency and trust.

7:00 – Mentorship and Growth
Why mentorship has been a cornerstone of Ben’s career and how he pays it forward.

10:30 – Energizing Work
Ben shares what motivates him—solving problems, developing leaders, and learning from hobbies like woodworking.

15:00 – Challenges in CX
The push-and-pull of automation and human-led support in the customer experience landscape.

20:00 – Building Remote Team Culture
How ChurnZero fosters collaboration and engagement with remote teams.

25:30 – The Future of Customer Success
Why specialization and AI tools are reshaping customer success and how Ben envisions human-led support evolving as a competitive advantage.

30:00 – Personal Philosophy
Ben’s advice to aspiring professionals: stay curious, embrace learning, and focus on customer-centric solutions.

Key Takeaways:

• Leadership is situational: Adapt your approach based on the moment and the needs of your team.
• Mentorship matters: Sharing knowledge and helping others grow is both rewarding and impactful.
• The balance of automation and connection: While AI can optimize processes, human-led support remains crucial in complex B2B scenarios.
• Curiosity is key: A curious mindset opens doors, builds connections, and drives professional growth.

Notable Quote:

“I like to think of support as the central nervous system of an organization—picking up on the pain and joy of the customer experience and relaying it back to the business.” – Ben Rosenberg

In this episode, Colin Nederkoorn, CEO and co-founder of Customer.io, takes us on a journey through his unconventional path from sales to becoming the leader of a globally recognized SaaS company. Colin shares how a quirky side project—booting Windows XP on Intel Macs—taught him to spot opportunities in tech and inspired his career pivot. He also reflects on building a successful remote-first company long before remote work became mainstream, the challenges of staying aligned as a distributed team, and the importance of connecting directly with customers.

We discuss how Colin and his co-founder identified a gap in the marketing automation space, their iterative approach to product development, and the deliberate choices they made to grow sustainably without relying heavily on VC funding. Colin provides insights into the challenges of scaling, the significance of picking the right market, and how he has evolved as a CEO over a decade of leading Customer.io.

Whether you're a startup founder, an aspiring CEO, or someone passionate about SaaS and entrepreneurship, this episode is packed with candid advice, inspiring stories, and practical lessons.

Key Topics Covered:

0:00 – Welcome & Introduction
Scott introduces Colin Nederkoorn his journey from quirky projects to leading Customer.io.

3:00 – Organizing the Windows XP on Mac Contest
Colin recalls a fun early career project that unexpectedly shaped his entrepreneurial mindset.

6:45 – From Shipping Sales to Tech
How working in sales for a petrochemical shipping company helped Colin build the foundation for his tech career.

10:00 – The Origin of Customer.io
Colin shares the real (non-Hollywood) story behind founding Customer.io and the problem they set out to solve.

15:30 – Scaling Without Venture Capital
Why Colin chose a more deliberate path to growth and how Customer.io thrived without heavy VC backing.

20:00 – Building a Fully Remote Company
Insights on running a distributed team since 2012, long before remote work became a trend.

25:30 – Staying Customer-Centric
The importance of staying connected to customers, even as the company scales.

30:00 – Rebranding for Growth
Colin discusses the decision to rebrand and how it aligned the product's capabilities with its market perception.

33:00 – Lessons in Leadership
How Colin’s leadership style has evolved over the years and the skills he believes are vital for any CEO.

35:00 – Advice for Aspiring Founders
Colin’s unconventional advice for founders: pick the right market and take a long-term approach to learning and growth.

Key Takeaways:

• Opportunities are everywhere: Colin’s career pivot began with an unusual tech contest, proving the value of curiosity and initiative.
• Remote work requires structure: Aligning a distributed team means formalizing communication and creating deliberate rituals.
• Choose your market wisely: A strong, growing market is the foundation for long-term success.
• Iterative growth beats pressure for fast wins: Colin’s journey shows that patience and sustainability often pay off more than rapid scaling.

Notable Quote:
"If you pick a good market, you can solve a lot of the other problems. But if you pick a small or tough market, those problems are near impossible to overcome."

In this inspiring episode of Inside the Workflow, Joe Martin sits down with Hadi Partovi, the visionary founder of Code.org. They dive deep into Hadi’s journey from his early days in Iran to leading a global movement in computer science education. Hear how his personal experiences shaped his mission to democratize coding and empower students worldwide.

From the creation of the Hour of Code, which has reached over 1.8 billion students, to his passion for inclusivity in tech, Hadi shares invaluable insights on leadership, education, and the role of AI in schools. Whether you're a tech enthusiast, educator, or parent, this episode will leave you inspired to embrace the future of technology.

What You’ll Learn:

• How coding became Hadi’s escape and entry into opportunity.
• The game-changing impact of the Hour of Code campaign.
• The importance of persistence in entrepreneurship.
• How AI will reshape education by 2035.
• Why teaching creativity and entrepreneurship is critical for the next generation.

Chapters:

• [00:00] Introduction: Joe Martin welcomes Hadi Partovi and shares his personal connection to Code.org.
• [02:30] Hadi’s Early Inspirations: Growing up in Iran and discovering coding as a young boy.
• [05:00] The Hour of Code: How a simple idea became a global movement.
• [08:30] The Future of Education: AI, cybersecurity, and redefining the classroom.
• [15:00] Inclusivity in Tech: Empowering underrepresented groups in computer science.
• [20:00] Leadership Lessons: Hadi’s principles for building successful teams and visionary organizations.
• [24:00] Looking Back: The power of bold visions and what they mean for long-term success.