Unlocking The Key to Customer Success with Authentication Solutions | Chris Peacock from Kilterset

Ernesto Quezada: Pathmonk is the intelligent tool for website lead generation. With increasing online competition, over 98% of website visitors don’t convert. The ability to successfully show your value proposition and support visitors in their buying journey separates you from the competition online. Pathmonk qualifies and converts leads on your website by figuring out where they are in the buying journey and influencing them in key decision moments. With relevant micro experiences like case studies, intro videos, and much more, stay relevant to your visitors and increase conversions by 50%. Add Pathmonk to your website in seconds. Let the AI do all the work and get access to 50% more qualified leads while you keep doing marketing and sales as usual. Check us out at pathmonk.com. Welcome to today’s episode. Let’s talk about today’s guest. We have Chris from Kilterset, Growth Officer with them. How are you doing today, Chris?

Chris Peacock: Good, thanks. Thanks for having me, Ernesto.

Ernesto: It’s great to have you on, and I’m sure listeners are tuning in and wondering what Kilterset is all about. So let’s give them what they came for. In your own words, Chris, tell us a little bit more.

Chris: Yeah, for sure. Kilterset is an application development and integration organization really focused in the identity and authentication space. We’re centered on the Okta and Auth0 platform. We’ve been working in this space for about 10 years.

It’s kind of a unique journey. We came together with Traction on Demand, a company we ran that was a Salesforce SI, and in 2022, it was sold to Salesforce. Kilterset became a spin-off services organization. Now, we work in the Okta and Auth0 platform space, developing custom applications with the goal of helping customers get more value out of their technology investments.

Ernesto: Awesome. Great to hear that. So our listeners can get a good understanding of Kilterset, what would you say is a key problem that you solve for clients?

Chris: I’d say there are two main challenges we tackle. First, managing data. Second, managing user experience.

In the customer identity cloud (CIC) space, organizations often have hundreds of thousands or even millions of users accessing their systems. We help them integrate data across multiple systems to create seamless experiences—both for customers and internal teams. We believe better data leads to better experiences, and better experiences lead to better data. Our role is making those connections work efficiently.

Ernesto: Great to hear that. So, is there a specific vertical or segment? Do you have an ideal ICP?

Chris: Yes, we focus primarily on B2C businesses. Hospitality and travel are key verticals for us. For example, we’ve worked with Alterra Mountain Company, which operates multiple ski resorts. We help create seamless customer experiences, whether users are buying tickets online or accessing services on-site.

Other major verticals include financial services and nonprofits. Nonprofits, in particular, are growing rapidly in adopting tools to streamline fundraising. Essentially, we work with anyone managing lots of systems, platforms, and data while serving a large customer base.

Ernesto: Perfect. Great to hear that. How do your clients typically find out about Kilterset? Do you have a top client acquisition channel?

Chris: We’re very channel and partner-focused. Since we work closely with Okta and Auth0, a lot of our customers come through those platforms—either directly or through referrals.

If a customer is already using Okta or Auth0 and wants to maximize its value, we’re a natural fit. Okta often recommends us as a partner for custom development and integration. It’s a win-win relationship, as we focus exclusively on their platform.

Ernesto: Great to hear. For our listeners, you can always check them out at kilterset.com. Chris, what role does your website play in client acquisition?

Chris: For us, the website is primarily about validation. Many of our leads come through referrals, so the website is where they validate who we are and what we offer.

We focus on clearly defining the problems we solve and showcasing our expertise in the Okta and Auth0 space. Additionally, we have a presence on Okta’s partner marketplace, where clients can find products and accelerators we’ve developed.

Ernesto: Awesome. When it comes to lead generation, what tools or methods would you recommend to our listeners?

Chris: Content is still king, but it’s important to focus on quality over quantity. With AI making content creation easier, standing out with trustworthy, well-referenced content is critical.

Platforms like 6sense are great for understanding and converting unidentified website visitors. LinkedIn is also key for us—it helps promote content, build relationships, and drive engagement.

Ernesto: Great insights. Let’s switch gears a bit and talk about you as a leader. What are some key tasks you focus on daily?

Chris: I focus heavily on channel and partner relationships. We’ve nailed our positioning and go-to-market strategy, so now it’s about driving demand generation through these channels.

Day-to-day, that means educating Okta and Auth0 teams about what we do, identifying potential clients already using these platforms, and helping them maximize their technology investments.

Ernesto: Sounds like you’ve got a lot on your plate. Kudos to you, Chris. Let’s move to the rapid-fire question round. Are you ready?

Chris: Absolutely.

Ernesto: First off, what’s the last book you read?

Chris: The last book I bought is Learned Excellence by Harry Potterat, a performance coach for the LA Dodgers and Navy SEALs. It’s coming out soon, and I’m excited to dive into it. Two other favorites are The Goal, a timeless operations book, and Play Bigger by Christopher Lochhead, which focuses on category creation.

Ernesto: Great recommendations. Next, what’s one thing your company is focused on the most right now?

Chris: Strengthening partnerships. We focus on building and nurturing relationships with our partners. Success comes from making more friends and deepening the connections you already have.

Ernesto: Fantastic. If there were no boundaries in technology, what’s one thing you’d want to fix in your role as a marketer?

Chris: Eliminating subjectivity. While data-driven insights guide many decisions, marketing often requires gut instincts and creative risks. Balancing creativity with data validation is a challenge, especially when external factors like economic shifts or world events disrupt plans.

Ernesto: Excellent point. Lastly, what’s one piece of advice you’d give yourself if you were restarting your marketing journey today?

Chris: Focus on data from the start. I began my career in branding and storytelling, which is important, but understanding and leveraging data is equally crucial. Create stories people want to share, and always value relationships—they’re the foundation of lasting success.

Ernesto: Great advice. Chris, thank you so much for joining us today. If someone forgets everything from this interview, what’s the one thing they should remember about Kilterset?

Chris: If you value the role of data in your business, you need to understand the importance of identity and authentication. They’re foundational to everything.

Ernesto: Amazing. For our listeners, you can check them out at kilterset.com—application development and data integration with identity at the core. Chris, thank you so much for being here. To our listeners, thank you for tuning in. Looking forward to our next episode on Pathmonk Presents.

Chris: Thanks, Ernesto.