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Planning a major product launch in your SaaS company? In this interview, Josh shares a step-by-step framework that transformed a risky rollout into a measurable success — increasing CSAT by 10%, reducing support tickets by 50%, and driving $5.4M in upsell ARR. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 Align product and CS before launch Enable CSMs with effective playbooks and objection handling Run structured pilots that deliver valuable feedback Improve customer communication and adoption strategies 👍 Like, share, and subscribe for expert insights! 👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are three powerful ways I can help you fast-track success while avoiding common pitfalls: 1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩 Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needle—so you can scale smarter and accelerate revenue growth. Click here to download the workbook: 🔗 https://unlock.thecustomermethod.com/... 2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨 Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact. Click here to join: 🔗 https://unlock.thecustomermethod.com/... 3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚? Building and running a customer success practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS team—without the guesswork and costly missteps of figuring it out alone. Click here to learn more: 🔗 https://unlock.thecustomermethod.com/... 𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓 Today, we’re joined by Josh, a U.S. Navy veteran turned CS leader whose global career spans IT, cybersecurity, Ed-Tech, SaaS, and more. With experience across all customer segments and regions, Josh brings a passion for helping clients not just overcome challenges—but thrive. 🔗 You may connect with Josh via LinkedIn: / joshua-a-vogel 𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒 📑 Read: CS Impact on Product Roadmap https://csmpractice.com/product-roadmap 🎥 Watch: CS Impact on Product Roadmap • CUSTOMER SUCCESS Impact on PRODUCT ROADMAP ⏬ Download: Impact of CS On Roadmaps https://csmpractice.com/impact-custom... 𝐓𝐈𝐌𝐄 𝐒𝐓𝐀𝐌𝐏𝐒 00:00 Intro 00:40 Key Challenges Faced 01:29 Worst Case Scenario 02:13 Results of the New Strategy 03:37 How the Framework Was Implemented 05:33 Selecting the Right Pilot Customers 07:02 Bad Fit Clients 11:11 Collaborating with Marketing on ICP 13:04 CS Collaboration with Marketing 15:25 Enabling CSMs for Customer Conversations 18:51 Top 5 CS Strategies for Major Product Release 21:05 Leading VS Lagging Indicators #CustomerSuccess #ProductLaunchStrategy #CSLeadership #ChangeManagement