Featured Hyung Lee

Hyung Lee is a seasoned applications leader with deep roots in the Salesforce ecosystem.

Over his career, Hyung has become an expert at navigating the technical and organizational complexities of enterprise software. From hands-on development to high-level architecture, system extensibility, and process optimization.

His journey gives him a vantage point on how Salesforce and CRM platforms have evolved over decades, and what it takes to build reliable, scalable internal tools in fast-growing companies such as Uber, New Relic, Shopify and currently FloQast.

Hyung also has a unique perspective having started his journey in the Salesforce ecosystem, for Salesforce (05-08).

On our podcast, Hyung will share:

- His reflections on 20+ years in the Salesforce ecosystem - how the platform and industry have changed over time, and what trends are shaping its future.

- A deep dive into a real-world decision his team faced: whether or not to migrate to a new Salesforce instance, including how they evaluated pros/cons, measured ROI, and handled technical debt.

- Advice for engineers and architects who want to stay ahead in an evolving CRM / enterprise-software market - which skills and mindsets matter most looking toward 2026 and beyond.

Make sure you have this one queued to download!

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

Featured Kevin Mossman

Kevin is an experienced Digital CRM Leader with a broad background in both Software Development and IT Operations.

Recognized for providing strategic and tactical executive direction for Customer Experience organizations, he is currently VP of Salesforce Development at DUAL North America, a leading Specialty Program Manager in Property, Casualty, and Financial Lines.

Kevin's journey into Salesforce began back in 2011, and his journey since then has seen him work for Capgemini and Salesforce combined for over a decade.

At Salesforce, Kevin served as an Executive Advisor to Financial Services customers – provided strategic consultative engagements to help customers maximize the value for their investment in Salesforce

Kevin is a Trailhead All-Star Ranger and a believer in continuous learning and development.

Outside of work, Kevin has many hobbies, with one being a referee for Roller Derby.

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

Featured: Ian Hopper

Ian is an Executive Director with 15 years’ experience in transformation, operations, and strategic growth across charities, NGOs, and the public sector.

He specialises in modernising operating models, embedding digital innovation, and ensuring financial sustainability. Ian has led complex transformations in workforce planning, governance, and digital strategy.

Known for building high-performing teams and strategic partnerships, he thrives in roles requiring both strategic oversight and hands-on leadership to drive impact.

Having spent 9yrs at PwC, Ian went on to work for British Red Cross, WRAP, Department for Education, Cats Protection and is currently supporting Royal College of Pathologists (RCPath) as Director of Corporate Services.

Ian's involvement in The CRM Success Show is our first overseas guest from across the pond! GB!

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

Featured: Onttu Lindeman

As a Salesforce leader, Onttu helps organizations avoid the most common pitfalls that drain value and increase costs. He is passionate about ensuring that strategy, licensing, governance, and adoption are aligned so Salesforce becomes a growth engine rather than a burden.

Currently, Onttu holds 13x Salesforce Certifications and Product Certifications.

Onttu's career has seen him work across: Aviation, Motor Vehicle Manufacturing, Real Estate and Credit Unions.

His career also includes a 3.5-year stint at the mothership, Salesforce, as Senior Business Architect.

Outside of work, Onttu is an avid traveller and can often have several cruises booked at a time!

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

Featured: Rob Lajeunesse

As Senior Director of Product Management at Angi, Rob leads a team of Product Managers to deliver transformative technology solutions for Sales and Care, including Salesforce (Service Cloud, Sales Cloud), Medallia, Playvox, and SMS platforms.

His focus is on driving user-centric products that enhance homeowner and pro experiences while optimizing operational efficiency through AI and CRM innovations.

His team has successfully executed four major Salesforce migrations, impacting over 1500 users, and implemented workforce management (Playvox) and customer engagement (Medallia) tools, achieving 25% CSAT improvements and 45% cost reductions in priority channels. I’ve also spearheaded AI strategies, including pilots like interaction summarization, reducing handle times by 10% in weeks.

With a background in award-winning innovation (e.g., Sparkvents, a Bluetooth-based networking solution), Rob thrives in collaborating with cross-functional stakeholders to translate complex needs into scalable products.

He is passionate about leveraging technology to solve real-world challenges and committed to driving measurable value through strategic product leadership.

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

Featured: Pranav Lal

Pranav is an experienced technology leader with a passion for building world-class business technologies and high-performing teams. Currently, Pranav is Head of Business Technology - Enterprise Systems at Gusto which serves more than 400,000 businesses nationwide.

Skilled in developing and executing scalable architecture strategies that accelerate revenue growth, enhance operational efficiency, and align with business goals.

He has a proven track record in leading cross-functional teams, implementing cutting-edge technology solutions, and delivering transformative projects across GTM functions (Sales, Customer Success, Marketing and CX).

Pranav has formerly worked at Slack & Eventbrite.

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

Featured: Jon Beller

Jon is a big-picture strategist, down-to-earth, with a track record of guiding teams from vision to impact through bold collaboration and relentless curiosity. His approach empowers individuals and teams to solve complex problems, bridge strategy to execution and grow through diverse perspectives, tailored tools and adaptive approaches.

Jon's expertise covers:

• Business & Experience Transformation
• Journey Ownership & Evolution
• Design Thinking, Agile, Digital, Automation
• Cross Functional Leadership & Influence
• Salesforce FSC, nCino, Mulesoft, CI/CD, DevOps
• Enterprise Workflow & Data Strategy
• Effective Change Agent & Change Manager
• Operational Excellence & Lean Six Sigma

Recently, Jon spent 9 years at First United Bank, as the program owner & partner, driving Enterprise CRM, Workflow & Data architectures with a focus on Salesforce and nCino.

As well as Banking, Jon's background includes Healthcare and Consulting.

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 3, what they enjoyed and what is to follow for Season 4.

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/

Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/