How She Built a World-Class Remote Support Team from Scratch (The Vitally.io Playbook)
Release Date: 05/21/2025
He Leads Global CX With AI (How He Drives Continuous Value at Scale)
Beyond The Support Queue
How Does a Global CX Leader Build Continuous Value with AI? In this episode, we sit down with Durga Prasad, Senior Director of Customer Success at Cast Software. He shares how his team drives long-term customer value, blends automation with personalized connection, and influences product roadmaps—all while scaling a global CS operation. With roots in engineering and a deep focus on customer outcomes, Durga reveals the frameworks behind continuous value creation, high-retention onboarding, and data-powered success strategies. 🔑 Key Insights from This Episode ✅ Continuous value creation...
info_outline
From Strategy to Scale: How AI Supercharged Customer Success at Bloomreach
Beyond The Support Queue
Simon Farthing scaled customer experience across 1400+ global brands at Bloomreach — and in this episode, he breaks down how AI is transforming everything from feedback loops to customer retention. We dive into: What AI tools actually drive CX results Why human sentiment still matters more than machine learning And how you can lead a future-proof CS org that actually grows revenue 🔑 Key Insights from This Episode 💡 Real-Time Customer Feedback Loops Why AI-powered tooling like Staircase helps CS teams synthesize thousands of conversations — and act in minutes, not weeks. 📈 The AI...
info_outline
She Scales Global CX Teams & Influencer Tech: How Taylor Rodriguez Drives Growth at Tracker
Beyond The Support Queue
Ever wonder how top SaaS leaders keep global support teams connected and deliver world-class customer experiences while scaling fast? In this episode of Beyond the Support Queue, we sit down with Taylor Rodriguez, Global VP of Customer Experience at Tracker, to uncover how she’s led support transformation at a global marketing tech company powering enterprise influencer programs. Taylor shares how her team handles a 50% YoY spike in support tickets, why CX metrics like NPS and CSAT aren’t enough anymore, and what most CX leaders get wrong about AI. From escalation systems to...
info_outline
From Developer to $3M/Year Customer Success Director (AI Transformed His Career)
Beyond The Support Queue
In this eye-opening episode, we talk with Suhas, a Director of Customer Success who shares his remarkable journey from developer to leading customer experience at CleverTap. 🔥 Looking to transform your customer experience strategy with AI? Connect with Suhas on LinkedIn: Suhas reveals how his technical background gives him a unique advantage in the customer success world, the outdated metrics still plaguing the industry, and how AI is revolutionizing customer experience in 2025. Suhas offers invaluable insights on creating meaningful feedback loops and implementing AI-powered automation...
info_outline
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...
info_outline
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...
info_outline
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...
info_outline
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...
info_outline
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...
info_outline
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...
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
Subscribe for more insights from customer experience leaders transforming SaaS organizations!