Episode 01: The importance of Customer Success in B2B


What is Customer Success? How did it become so popular, and why do so many B2B businesses see it as a critical function?

This is what we explore in the first episode of The B2B Club as the globally recognised Customer Success expert Dan Steinman joins our host Blair Abrahams. In the episode they take a deep dive into the world of Customer Success and discuss the following topics:

  • What is the key definition of Customer Success?
  • Why the first 90 days of onboarding are so crucial
  • How Customer Success can work with other business functions
  • The future of customer success - what role will A.I play?

Listen to the full episode here:

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⁠Blair Abrahams⁠

Blair is the Director of Customer Success at Hokodo, a leading European B2B Buy Now, Pay Later provider. Blair has been working in the world of Customer Success for 8 years and has extensive experience in the world of Ecommerce, having previously worked at Idio, Anatwine, and most recently as Head of Customer Success at Taggstar.

Dan Steinman

Dan is a Customer Success expert and Chief Evangelist at Gainsight, a leading Customer Success SaaS platform. He is a globally recognised thought leader, author, and speaker in the Customer Success space, who co-authored the seminal, best selling book, ‘Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue’.

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