How She Built a World-Class Remote Support Team from Scratch (The Vitally.io Playbook)
Release Date: 05/21/2025
She Makes $1M/Year with AI-Powered Writing (NYT & Vanity Fair Alum Reveals All)
Beyond The Support Queue
Ready to transform your communication and boost productivity with AI? In this episode of Inside the Workflow, we chat with Erica, Chief Customer Officer at Storytell.ai, about how her writing expertise and AI vision are helping create more authentic workplace communications. 🔥 Join Erica's Humane Tech meetup in Silicon Valley and explore how technology can support humanity. Learn more at storytell.ai Erica shares her journey from teaching writing at NYU and publishing in The New York Times and Vanity Fair to becoming the visionary behind "clean communication," a framework that fosters...
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How He Built a $3M/Year Revenue Machine with Data Insights ($20M Exit Playbook)
Beyond The Support Queue
In this episode, we dive deep with Akhil Agarwal, SVP of Customer Success at InfoCepts, who shares how he transforms raw data into actionable business intelligence that drives real revenue growth. With 20+ years of experience leading global teams and advising C-suite executives, Akhil reveals his proven framework for turning data analytics into measurable business outcomes. 🔗 Ready to maximize the value of your business data? Book a free consultation with Akhil Akhil shares his journey from technical roles to leading 1,500+ professionals across three continents, and how he developed his...
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How He Built a $30M+ Donor Platform from Scratch (Nonprofit Tech CEO's Playbook)
Beyond The Support Queue
In this episode, we dive deep with Todd Baylis, Chief Customer Officer at Bloomerang and founder of QGIV, who reveals how he transformed his "do anything anyone would pay for" college side hustle into a leading nonprofit fundraising platform that ultimately merged with Bloomerang to create a comprehensive donor management solution. Todd shares his journey from nonprofit volunteer to tech founder, and how he's building a unified platform that solves the fragmented technology challenges nonprofits face when managing donor relationships. 🔗 Ready to transform your nonprofit's fundraising...
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How He Built a $5M SaaS Company in the Customer Success Space (12-Year Growth Strategy)
Beyond The Support Queue
In this episode, we sit down with Dave Blanke, Founder and CEO of ClientSuccess, who reveals how he transformed his experience at Adobe and Omniture into a thriving SaaS platform that's revolutionizing customer retention. Dave shares his journey from managing strategic accounts for tech giants like Apple and Microsoft to building a customer success platform that's driving acquisitions and leading the AI revolution in the CS space. 🔗 Ready to transform your customer success strategy? Connect with Dave and the ClientSuccess team Dave takes us behind the scenes of his company's bold M&A...
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How He Scaled Customer Success to $6M Per Head (Global CS Leader's Playbook)
Beyond The Support Queue
In this episode, we dive deep with Luke Ferrell, Global Head of Customer Success at Deel, who reveals how he transformed his military intelligence background into a customer success career that's driving measurable revenue growth. Luke shares his journey from Qualtrics to Outreach to Deel, and how he's built scalable CS programs that directly impact both retention and expansion. 🔗 Looking to optimize your customer success strategy? Connect with Luke and the Deel team Luke takes us behind the scenes of his unique "Golden Deel" framework that incentivizes CSMs to drive specific customer...
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How He Built an 8-Figure SaaS Customer Experience Empire (40-Point NPS Increase)
Beyond The Support Queue
In this episode, we dive deep with Philippe Mesritz, Fractional Chief Customer Officer and 2-time CX Leader of the Year finalist, who reveals his proven framework for transforming customer experience and boosting retention in SaaS organizations. Philippe shares his unique journey from running text-based game servers to leading global customer success teams, and how his "transparency, clarity, and vision" triumvirate has helped him build high-performing teams that consistently exceed customer expectations. 🔗 Ready to transform your customer experience strategy? Connect with Philippe on...
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How He Built a $100M+ Customer Success Empire (The Gainsight CEO's Playbook)
Beyond The Support Queue
In this episode, we sit down with Nick Mehta, CEO of Gainsight for 12+ years and the undisputed pioneer of the customer success movement. Nick shares his journey from Harvard grad to building the leading customer success platform that's transformed how SaaS companies retain and grow their customers. With a background as a former Symantec executive and LiveOffice CEO, Nick reveals the leadership principles that have guided his entrepreneurial journey for over 26 years. 🔗 Ready to transform your customer success strategy? Connect with Nick and the Gainsight team Nick takes us behind the...
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How She Built a Revenue-Focused CS Team That Drives 40% Growth ($1B+ Company Playbook)
Beyond The Support Queue
In this episode, we dive deep with Maranda Dziekonsk, VP of Customer Success at ID.me, who reveals her proven framework for building high-performing customer success teams that directly impact revenue. With over 20 years of experience across 10+ tech companies, Miranda shares how she transformed CS from a support function into a strategic revenue driver that's essential in today's economic climate. 🔗 Ready to transform your customer success strategy? Connect with Miranda on LinkedIn for insights Miranda takes us behind the scenes of her "relationship cheat sheet" approach to customer...
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How He Built a 5-Star Customer Support Team with Zero Burnout (ChurnZero Leader's Framework)
Beyond The Support Queue
In this episode, we dive deep with Ben Rosenberg, Senior Director of Customer Support, Enablement, and Community at ChurnZero, who reveals his proven framework for building high-performing customer experience teams in a fully remote environment. Ben shares his journey from the hospitality industry to leading complex B2B SaaS support operations, and how his "competency-based" approach to team development creates clear career progression paths while delivering exceptional customer experiences. 🔗 Ready to transform your customer support strategy? Connect with Ben and the ChurnZero team for...
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From Facebook to Box: How Dan O'Leary Built $100M+ Partnerships at Tech Giants
Beyond The Support Queue
In this episode, Scott interviews Dan O'Leary, Senior Director of Partnerships at Box and former Facebook/Meta executive who helped build Workplace from the ground up. Dan shares his journey boomeranging back to Box after four years away and reveals how partnerships are a strategy, not just a team - driving millions in revenue while creating customer success. Dan shares his experience building Facebook at Work (now Workplace), scaling enterprise software inside a consumer company, and why authentic communication is the foundation of successful leadership. You'll discover how Box is seamlessly...
info_outlineIn this episode, we dive deep with Laura Bedoya, Senior Technical Support Manager at Vitally.io, who reveals how she built the company's first-ever technical support team and transformed it into a customer experience powerhouse.
As an early hire at a fast-growing SaaS startup, Laura shares her journey from being the sole support specialist to leading a global team across the US and UK, all while maintaining exceptional customer satisfaction.
🔗 Ready to transform your technical support strategy? Connect with Laura on LinkedIn for mentorship and insights
Laura takes us behind the scenes of her documentation-first approach to scaling support operations and why she believes focusing on quality over quantity leads to better customer outcomes.
You'll learn her practical approach to implementing AI support tools responsibly, and why she measures success through team metrics rather than individual performance indicators.
🔑 Key Insights from This Episode:
🏆 Documentation mastery - Why comprehensive, multi-format documentation is the foundation of support excellence
🌐 Remote team culture - Building genuine human connections across global support teams
📊 Metrics that matter - Why CSAT should be a team metric, not an individual performance indicator
🤖 AI implementation - Using tools like Intercom's Fin to handle routine questions while elevating human support
💼 Career development - How technical support serves as a launchpad for various tech career paths
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