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The Launch Station
Your dose for go-live success, powered by Rocketlane.
Every week, we chat with Customer Success and Implementation leaders to deconstruct how their teams accelerate value delivery, streamline customer onboarding, and delight their customers.
Discover the best practices, and listen to stories of heroics and project turnarounds, and borrow what’s worked for others. Learn how you can deliver a consistent and professional experience to every customer. Tweet using #launchstation and get your question answered on the podcast.
If you are from the world of implementation, onboarding, or customer success, this is your show! Join in.
Latest episode
S02 Ep.10: Professional Services for PLG Companies
Brent Ludwig, Head of Professional Services, Celigo, talks about the significance of setting up a professional services team at a PLG company and the positive impact it can have on the company’s resources.
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All episodes
S02 Ep. 09: Hiring your first customer onboarding team
Jeff Kushmerek, CEO & Founder, Infinite Renewals gets talking on setting up your first customer onboarding team
S02 Ep. 08: Scaling without compromising on customer experience
Sloan Pettersen, Director of Global Client Onboarding at Impact, shares her insights on the ability to scale and automate while still providing a positive customer experience.
S02 Ep.07: Developing customer onboarding career paths
Brent Claremont, Director of Customer Onboarding at Emotive shares his insights on creating an A-Team for customer onboarding functions and how the career trajectory of an onboarding professional looks like.
S02 Ep. 06: Michael Canzoneri on the Professional Services landscape
Michael Canzoneri, Practice Director at Confluent sheds some light on how strategy is a key element in the professional services industry
S02 Ep. 05: How accountability makes onboarding easier
Jan Young, Principal Consultant at Success League, talks about why accountability is important from customer onboarding to product adoption.
S02 Ep.04: SafetyCulture’s customer onboarding playbook
Nuno Paiva das Neves, Director of Customer Success at SafetyCulture talks about the evolution of the journey from assisted trials to customer onboarding.
S02 Ep.03: The psychological aspect of customer onboarding
Cori Medler, Director - Customer Success at BombBomb talks about the psychological dimension of onboarding and handling change management with clients.
S02 Ep. 02: Winning at pre-to-post-sales: Lessons from Gitlab
Reshmi Krishna and Sherrod Patching from Gitlab, talk on structuring the right journey from pre to post sales, on better handoffs, etc.
S02 Ep.01: Bridging gaps in a remote work environment
Irene Lefton, VP of Customer Success, MentorCloud talks about remote work, its challenges, and how to make it more effective
S01 Ep.13: Putting Your Best Foot Forward in Customer Onboarding
Deepak Kumar, Chief Customer Officer, Aryaka Networks, talks about the best practices for kicking off customer onboarding projects
S01 Ep.12: The Partnership Kickoff Model
Kristi Faltorusso, ClientSuccess, explains the Partnership Kickoff Model and how it can help you with flawless project execution
S01 Ep. 11: Leading a CS Team Through A Crucial Transition
Michael Hurley, CS Manager, Infor, walks us through how to help Customer Success teams through huge transitions or changes
S01 Ep.10: Customer Education - The Missing Link to Onboarding Success
Bill Cushard, General Manager, ServiceRocket, talks about why customer education and training programs is required in the customer onboarding journey
S01 Ep.09: Nailing Implementations the Gainsight Way
Sridhar Gollapalli (VP - Customer Success) and Sudheer Sharma Goda (Director of Professional Services) of Gainsight share implementation wisdom
S01 Ep.08: Sales as a Multiplier of Customer Success
Assaf Barnir, VP - Customer Success at Netomi, talks about how the sales process can provide a leg-up for customer onboarding and more
S01 Ep.07: How to productize and package your customer services
Chitra Madhwacharyula, Head, Customer Success, Couchbase talks about what goes into baking services into your offering and more
S01 Ep.06: Creating Wins with the First Value Delivery Framework
Irit Eizips, of CSM Practice talks to us about the First Value Delivery framework and how it can be used to identify quick wins for value delivery.
S01 Ep.05: Cracking the Enterprise Code
Vishal Rana, VP - Customer Success, Snapdocs, on implementation for enterprise customers, the process involved, handling escalations, and more
S01 Ep.01: Check-box vs Value-focused Mentality in CS
Stephan Howsepian, Sr. Manager, AMS Customer Success, Citrix on striking a balance between a checkbox mentality and value-based mentality
S01 Ep.04: Looking at Escalations as Opportunities
Mike Sasaki and Rachel Jugai of Mitek Systems recommend best practices for handling customer escalations
S01 Ep.02: The Journey of Expectation Management
Peter Taylor, author of The Lazy Project Manager, tells us why expectation management is a journey and not a destination. He also recommends tools that can help build professional relationships rooted in trust, honesty, and collaboration.
S01 Ep.03: Championing Success with Your Buyer Side Champion
Linden Hillenbrand, VP, Global Customer Success & Support, Cloudera talks about the evolution of customer onboarding, best practices for approaching enterprise clients, and more.
S02 Ep.10: Professional Services for PLG Companies
Brent Ludwig, Head of Professional Services, Celigo, talks about the significance of setting up a professional services team at a PLG company and the positive impact it can have on the company’s resources.
S02 Ep. 09: Hiring your first customer onboarding team
Jeff Kushmerek, CEO & Founder, Infinite Renewals gets talking on setting up your first customer onboarding team
S02 Ep. 08: Scaling without compromising on customer experience
Sloan Pettersen, Director of Global Client Onboarding at Impact, shares her insights on the ability to scale and automate while still providing a positive customer experience.
S02 Ep.07: Developing customer onboarding career paths
Brent Claremont, Director of Customer Onboarding at Emotive shares his insights on creating an A-Team for customer onboarding functions and how the career trajectory of an onboarding professional looks like.
S02 Ep. 06: Michael Canzoneri on the Professional Services landscape
Michael Canzoneri, Practice Director at Confluent sheds some light on how strategy is a key element in the professional services industry
S02 Ep. 05: How accountability makes onboarding easier
Jan Young, Principal Consultant at Success League, talks about why accountability is important from customer onboarding to product adoption.
S02 Ep.04: SafetyCulture’s customer onboarding playbook
Nuno Paiva das Neves, Director of Customer Success at SafetyCulture talks about the evolution of the journey from assisted trials to customer onboarding.
S02 Ep.03: The psychological aspect of customer onboarding
Cori Medler, Director - Customer Success at BombBomb talks about the psychological dimension of onboarding and handling change management with clients.
S02 Ep. 02: Winning at pre-to-post-sales: Lessons from Gitlab
Reshmi Krishna and Sherrod Patching from Gitlab, talk on structuring the right journey from pre to post sales, on better handoffs, etc.
S02 Ep.01: Bridging gaps in a remote work environment
Irene Lefton, VP of Customer Success, MentorCloud talks about remote work, its challenges, and how to make it more effective
S01 Ep.13: Putting Your Best Foot Forward in Customer Onboarding
Deepak Kumar, Chief Customer Officer, Aryaka Networks, talks about the best practices for kicking off customer onboarding projects
S01 Ep.12: The Partnership Kickoff Model
Kristi Faltorusso, ClientSuccess, explains the Partnership Kickoff Model and how it can help you with flawless project execution
S01 Ep. 11: Leading a CS Team Through A Crucial Transition
Michael Hurley, CS Manager, Infor, walks us through how to help Customer Success teams through huge transitions or changes
S01 Ep.10: Customer Education - The Missing Link to Onboarding Success
Bill Cushard, General Manager, ServiceRocket, talks about why customer education and training programs is required in the customer onboarding journey
S01 Ep.09: Nailing Implementations the Gainsight Way
Sridhar Gollapalli (VP - Customer Success) and Sudheer Sharma Goda (Director of Professional Services) of Gainsight share implementation wisdom
S01 Ep.08: Sales as a Multiplier of Customer Success
Assaf Barnir, VP - Customer Success at Netomi, talks about how the sales process can provide a leg-up for customer onboarding and more
S01 Ep.07: How to productize and package your customer services
Chitra Madhwacharyula, Head, Customer Success, Couchbase talks about what goes into baking services into your offering and more
S01 Ep.06: Creating Wins with the First Value Delivery Framework
Irit Eizips, of CSM Practice talks to us about the First Value Delivery framework and how it can be used to identify quick wins for value delivery.
S01 Ep.05: Cracking the Enterprise Code
Vishal Rana, VP - Customer Success, Snapdocs, on implementation for enterprise customers, the process involved, handling escalations, and more
S01 Ep.01: Check-box vs Value-focused Mentality in CS
Stephan Howsepian, Sr. Manager, AMS Customer Success, Citrix on striking a balance between a checkbox mentality and value-based mentality
S01 Ep.04: Looking at Escalations as Opportunities
Mike Sasaki and Rachel Jugai of Mitek Systems recommend best practices for handling customer escalations
S01 Ep.02: The Journey of Expectation Management
Peter Taylor, author of The Lazy Project Manager, tells us why expectation management is a journey and not a destination. He also recommends tools that can help build professional relationships rooted in trust, honesty, and collaboration.
S01 Ep.03: Championing Success with Your Buyer Side Champion
Linden Hillenbrand, VP, Global Customer Success & Support, Cloudera talks about the evolution of customer onboarding, best practices for approaching enterprise clients, and more.
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