Cultivating Customer Success: Insights from SAP's Steve Pino

Episode notes

In the first episode of the Customer Success: Pivot Your Career podcast, hosts Alex White and David Lokietz have a conversation with Steve Pino, SAP National VP North America, Cloud Success Services focusing on data and analytics. They discuss the importance of relationship building in customer success, the evolution of customer success from on-premise solutions to enterprise cloud software, and the approach to solving clients' issues through trust and periodic check-ins rather than a sales-centric perspective. Pino shares examples from his career, emphasizing the value of understanding and adapting to clients' needs, implementing a rescue renewal program for underutilized software, and strategies for becoming a trusted advisor rather than just a vendor. The discussion also covers advice for hiring in customer success roles, focusing on teamwork, the we vs. me mentality, and the significance of building collaborative relationships within the company and with the clients to ensure mutual success.