Conversations on Support
Play • 35 min

In this week's episode, we're taking a look at some of the conversations we've had with some of the most highly regarded support leaders in SaaS.

Design Better Podcast
Design Better Podcast
InVisionApp, Inc
Netflix's Steve Johnson and Rochelle King: Making great stories accessible
If you’re anything like us, you’ve been watching more than your fair share of Netflix this past year. And with such great original content, from The Queen’s Gambit to more obscure shows like Midnight Diner, we were curious what it takes from a product design perspective to create and deliver these shows to a massive audience, in a way that’s accessible not only to audiences here in the US, but all around the world. So we sat down to chat with Steve Johnson, Vice President of Design, and Rochelle King, Vice President of Creative Production at Netflix, to talk about how they approach inclusive design for a global audience, how they use a data-informed rather than data-driven product strategy, and why looking for passion rather than for credentials might be the key to your next great hire. This is the last episode of Season Five of the Design Better Podcast. But don’t worry, Season Six is just around the corner, where we’ll be sharing interviews with guests like bestselling author Dan Pink, who will teach us how to use persuasion to be better at our jobs, and Professor Sara Seager, an astrophysicist and planetary scientist whose research on exoplanets can shed light on how we can be better collaborators here on Earth. Also, in-between seasons we’re going to do a bonus Q&A show, where you’ll have a chance to record your questions about design, creativity, leadership, or any of the topics we cover here on the show and we’ll do our best to answer them. Just head over to and fill out the short survey there to submit your question. Takeaways: * Learn about the ROI for inclusive design * Hear how the design team at Netflix approaches the power dynamics between product and design * Understand how to prioritize and say no to work that won’t impact the business
52 min
SaaS Growth Stacking - with Dan Martell
SaaS Growth Stacking - with Dan Martell
Dan Martell
How To Raise Successful Kids To Be Winners
Check Out: My Integrated Life Micro-Doc - -- As a 3x successful business-owner and founder, my biggest fears about having kids were: * I would be an absent father * I would accidentally raise entitled kids Those two thoughts made me sweat. I was terrified. I was good at business... but what about being a good father? What if I messed it up? I thought maybe my obsessive drive meant I shouldn’t ever have children. Kids aren’t something you can quit if it goes wrong. So when my wife Renée fell pregnant, it lit a burning need in me to get good at the one thing I felt afraid of. I NEEDED to be an authentic and present father for my children. I had to get good at this. I hired the best mentors, coaches and parenting experts, I took the classes, read the books… I trained. Hard. And I’m not perfect. Many of my lessons weren’t taught to me from a book, they were learned from mistakes. But today I’d like to share a new video with the most valuable lessons I can offer you. Here is how to raise successful kids to be winners. My kids are the biggest blessing that’s ever happened to me. I wasn’t expecting it… I was so afraid about not giving them the right life that I never stopped to think about how much love and light they would bring into mine When Renée got pregnant, we were living in San Francisco and I had just closed a round of $1.6M in funding for my company Clarity. 3 months after the birth of our first son we found out we were having another. Max and Noah are 11 months apart, and I LOVE my boys with all my heart. That’s why this video is so important to me. I’m proud to say I overcame my fears and I am 100% a family man AND an entrepreneur at the same time. But the only way I got there was by truly living the lessons I discovered and shared in today’s video. Check it out and drop a comment with your best parenting advice. We all could use it. -- Dan Martell is a serial entrepreneur, an investor in 40+ startups like Intercom, Udemy, and Unbounce and the creator of SaaS Academy, helping over 500 B2B SaaS founders scale faster. He’s founded five SaaS companies and successfully exited three of them. If you want to scale faster without hitting the usual roadblocks, make sure to follow him on Youtube, Facebook, Instagram, LinkedIn & Twitter. Check Out: My Integrated Life Micro-Doc -
15 min
Product Thinking
Product Thinking
Melissa Perri
Dear Melissa - Answering Questions About Starting a Career in Product Management
In this Dear Melissa segment, Melissa answers subscribers’ questions about transitioning into product management. Q: What can I do to prove to potential employers that I have what it takes to be successful as a product manager, even though I don’t have experience? How do I write my resume? A: Right now, companies are looking for senior product managers to balance out their teams, since they have mostly trained juniors. You should look for a company on LinkedIn that will invest time and resources into training you. Investigate their product leader: if they are very experienced, they will likely know how to train people and be more willing to find people to work with. For resumes, I recommend highlighting your achievements in previous jobs that are affiliated with product management, such as doing customer interviews and creating personas. Pull out what’s relevant and tell the story the way you want to tell it. Q: Do you need an MBA to become a product manager? A: MBA’s typically help product managers in leadership positions, but it’s not a requirement for transitioning into the field.  Q: What steps should a senior product manager take to move into a director role if he or she has not had the opportunity to manage people? A: What I’ve seen that helps people move into that role is showing that you can be strategic and think outside the box. Additionally, you have to be more business-focused; while we want to ruthlessly prioritize the user and their needs, you also have to figure out how to prioritize that within the frame of your company strategy. Think about what the company strategy is and then take every chance you get to explain to the leaders how your product can help achieve those goals. Q: How do I evaluate a company's maturity and practice in modern product management? What should I look for before and during the interview process? A: Here are some questions I ask product management leaders to gauge the company’s maturity, and what the responses indicate. What are your most important business goals? What are your most important product goals? What are you working on now and why? If they can't tell me the story behind that, it means that there's no strategy in the organization or that there's misalignment. If you get to meet the head of sales or the head of engineering, ask them about product management to see if they have a good understanding of it. If the rest of the organization doesn't know what you do, you're probably gonna have a hard time executing and doing your job there. Resources Melissa Perri on LinkedIn | Twitter
26 min
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