Creating Culture Around Effective Customer Success w/ Ralphie English of Deepgram & Radical CS | Episode 007
It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.
One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.
In our conversation, Ralphie and I discuss a wide array of topics including:
- The CS Excellence Awards
- Building CS and Digital CS functions from the ground up
- Creating great culture
- Ralphie's unique tech stack
- Equity & inclusion in tech & CS
- Empowering teams to take ownership
- ...among other things.
Enjoy! I know I sure did...
Ralphie's LinkedIn: https://www.linkedin.com/in/ralphetteenglish/ Radical CS: https://www.radicalcs.com/
Resources Mentioned in this Episode:
- BooksOrbiting the Giant Hairball: A Corporate Fool's Guide to Surviving with Grace by Gordon MacKenzie: https://amzn.to/3DqqRhVCustomer-Led Growth: A CEO's guide to building a B2B SaaS company by David Jackson: https://amzn.to/3q7TZHzThe Messy Middle: Finding Your Way Through the Hardest and Most Crucial Part of Any Bold Venture by Scott Belsky: https://amzn.to/3OzZ1X3
- Community:Success in Black: https://www.successinblack.co/
- PodcastThe CSM Practice Podcast with Irit Eizips: https://www.csmpractice.com/podcast
Digital CS Kudos! (i.e. who's doing great things in Digital Customer Success)
- Nick Sanders: https://www.linkedin.com/in/nick-sanders1/ Director, Digital CX Strategy at Dental IntelligenceWinner of the Most Innovative Strategy Award at Customer Success Excellence Awards