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Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!
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The Customer Success Channel

Planhat & Anika Zubair

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At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com
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Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact. You’re going to hear from the ladies who are on their own journeys and want to sh ...
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Humans don’t think and act like computers. So why are you setting your CS strategy based solely on logic? Join Customer Success Expert turned Brain-based CS Leadership and Strategy Coach, Rachel Provan, each Wednesday as she pulls back the curtain on how to use Cognitive, Behavioral, and Evolutionary psychology to create positive influence with your customers, and your internal teams. So if you want to unlock customer-led growth, get buy-in from the C-suite, and skyrocket your career - this ...
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This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I wi ...
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This podcast is for Customer Success leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital Customer Success. Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed. If you ...
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Customer Success Career Coach

Carly Agar | Career and Job Interview Tips for Customer Success Managers

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Customer Success Career Coach is the must-listen podcast for current and aspiring Customer Success pros. Join us as we spill the secret strategies and tips for building your Customer Success career. This isn't your typical snooze-fest – we're diving deep into the world of Customer Success careers. Whether you're starting from scratch (hey career transitioners!) or eyeing that next big promotion, we've got the playbook for you. I'm Carly Agar, your trusty 10+ year CS veteran and award-winning ...
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Welcome to Scale Tale, the podcast that takes you on an exciting journey through the world of customer success. Let’s go beyond theory and explore real-life case studies and examples, unveiling the strategies that drive sustainable revenue growth for businesses. Have you ever wondered how top CS leaders achieve remarkable success? We'll reveal their tactical tips and insider secrets, empowering you to supercharge your CS strategy. From building customer-centric cultures to measuring success ...
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The Customer Success Playbook

Kevin Metzger and Roman Trebon

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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring t ...
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Building a consistent customer success practice is something I believe differentiates a growing company from a thriving company and that customer advocacy isn't only about building attitudinal loyalty, it's about doing the right thing for your customer in order for them to meet or exceed their desired outcome. Hi, I'm Tom Connery. Talking Customer Success was created to promote the value of customer success within the enterprise and small business. Support this podcast: https://podcasters.sp ...
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Customer Success Conversations are a series of podcasts where the founder of CustomerSuccessManager.com, Adam Joseph is joined by executives from all levels who discuss what it takes to succeed, the challenges they have overcome and emerging trends within Customer Success. ​
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Featuring: * Recordings from Pulse events * The Customer Success Podcast: This podcast aims to uncover the stories, perspectives, and best practices around the leading Customer Success programs. Hosted by Allison Pickens(former Chief Customer Officer at Gainsight), she shares those stories alongside an all-star roster of special guests.
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The truth is that Customer Success is not just about amazing experiences and success stories. Here we dive into what did not work, how we could fix it together and the role your Company Culture plays into turning Transactions into Experiences 😜 and delivering amazing Customer Experience #customersuccess #customerexperience Cover art photo provided by Boudewijn Huysmans on Unsplash: https://unsplash.com/@boudewijn_huysmans
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Join Nils Vinje from Glide Consulting as he learns about top performers in the fields of Customer Success, sales, and SaaS. What makes a great VP of Sales? What is Customer Success, and how can SaaS companies use it to maximize revenue growth over time? Nils is an expert coach and previously worked as the VP of Customer Success at a hyper-growth SaaS company. This podcast is the intersection of business and personal development
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We are celebrating the real stories of real people helping real people. The AG Impact CX podcast explores how to deliver rock star customer experiences, talent development, and leadership. Interviews with leaders and pros that share their approaches and techniques. We practice growth through vulnerability, giving to the community, and enjoying the journey. (Views expressed by AJ and guests are their own and not necessarily those of their employer.)
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Receptive has now been acquired by Pendo. Churn It Up is *the* Customer Success podcast providing tips and tricks from the best and brightest in the world of CS. Hosted by Aly Mahan, it's perfect for anyone working on the frontlines of CS or Support, and for Account Managers at SaaS organizations. We share war wounds, bask in heroic tales, and generally just chat about all things Customer Success. This podcast turns attention to CSMs about the day to day projects they manage, and ideas they ...
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Capsher was founded in 1994 as a software consulting firm to connect people, processes, and technology. The founders wanted the freedom to create and craft better software than what they were seeing delivered. Over the years, Capsher grew from a successful startup into an established, reputable provider in custom software consulting and development. We outgrew our first, second, and third office spaces, and eventually constructed a fit-for-purpose building in the heart of Bryan – College Sta ...
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Welcome to this engaging episode hosted by Irit Eizips! In this installment, we're joined by a special guest, Mark Mortimer. Together, we delve into comprehensive insights on establishing and overseeing a successful renewal team, covering strategic planning to practical execution. Here are a few key points from our discussion: Mark Mortimer shares …
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This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale wo…
  continue reading
 
Are you struggling to get your ideas across to the C-suite in your Customer Success role? Do you feel like they just don't see the urgency or importance of your CS initiatives and customer feedback, despite your best efforts? If this sounds familiar, you might be missing a crucial tool in your arsenal: strategic presentations. But it's not just abo…
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Networking is dead. At least, that's what many thought leaders on the internet have led you to believe. In this episode, I'll help you figure out if networking is the right strategy for your job search. I won't just be sharing my personal take on why networking remains a crucial element in finding a Customer Success role; I'll also dive into one of…
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Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare. Be sure to grab a pen and pap…
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We're thrilled to announce the release of our latest podcast episode, where Kevin Metzger sits down with Roman Trebon to unpack the critical elements of customer onboarding. Drawing from a month dedicated to exploring the nuances of this vital process, our guests share invaluable insights into making the onboarding experience a cornerstone of custo…
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This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast. The exciting news is that we're welcoming our very own, Malin Skoglund, VP of Customer Success Americas, who will be stepping in as the new host. Listen to the full episode now and learn more about the future o…
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Vicky Kennedy, Founder of Echtus, a customer education service, shares her insights on why it is important to strategically design customer education. She takes us through her journey from academia to entrepreneurship, highlighting her experience in higher education and the transition to the tech industry. If you want to know more about incorporati…
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Most CS platforms are designed for post-sales customer journeys. But, CS begins early-on in the life cycle of a customer journey. CS platforms aren’t equipped to support customers during the entire customer journey. But what if they could? Imagine empowering your CS team with one platform for all customer needs. Super right? That’s what Mausmi Amba…
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As we know, being a customer success manager isn't always a smooth ride – challenges arise, especially when dealing with difficult conversations. In this episode, we'll unravel the secrets to handling those hard conversations like a true pro. Joining us is our special guest, Iffat Bar-kol Grecht, Co-Founder at Focus Leadership. Are you ready to unl…
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Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS. We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this techno…
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Feeling like your resume is just disappearing into the void with no response? It's time for a change, and this episode is your first step away from relying on AI and towards creating a resume that will actually land you those customer success job interviews. In this episode, our focus is on making every single bullet point on your resume shine, set…
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Our team members, Brian Mathews and Kyle Ervin, outline the philosophy and methodology Capsher employs in custom software development. They emphasize the journey beyond mere coding, to creating solutions that deliver tangible business value and foster future growth. This podcast underscores the importance of understanding the client's business need…
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James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications…
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In this enlightening podcast episode hosted by Irit Eizips, we are privileged to have Himanshu Garg, Director of Business Engineering & Technical Experience at Razorpay. Together, we explore the process of redefining customer success for industry-based organizations, offering valuable insights and practical strategies: Dive into crucial KPIs that p…
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Have you ever aimed for a promotion, confident it was yours, only to see it go to someone else? If you have been relying on your performance to get you that promotion, I have a kicker for you. It’s not the top performers who get promoted. In this episode, I’ll tell you exactly what you need to do to get that promotion you're chasing. I’ll also shar…
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Nicky Feeney, ClickUp's global success enablement manager, shares her journey from account management to crafting her unique role within the tech industry. She’s managed to get promoted to her new role in only three months. In this episode, you’ll hear how it happened. We focus on the importance of fine-tuning interactions with supervisors and clie…
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Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for th…
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In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding and success strategies with Melissa Caldwell, Vice President of Customer Onboarding and Success at Fluxx, a SaaS grants management platform. The discussion covers the transformative journey Fluxx embarked …
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Unlock the secrets to business growth and customer retention in this enlightening podcast featuring Mohammed Alqaq, Customer Success Manager at Crucial Solutions & Services (CSS). Join us as we delve into the intricacies of customer engagement and unveil the power of a well-crafted Customer Strategic Engagement Plan. Key Highlights: Tailoring to Di…
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If you're feeling the weight of imposter syndrome in your leadership role, constantly battling with thoughts that you're not good enough, welcome to the club! The pressure to appear perfect, handle everything on your own, and know everything can be overwhelming. Thankfully, none of those things are actually necessary. Let's explore effective strate…
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Have you ever found yourself in another Customer Success job interview, only to realize you're struggling to make it past this crucial stage? If you're wondering how to sharpen your interview skills and confidently advance to the next round, this episode is for you. In this episode, I’m exploring the world of Customer Success job interviews and how…
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Have you ever wished you had an insider’s view into the customer success job market? Well, you are in luck. I have access to over 500 eyes in the business, and I am here to share with you what you need to know. In this episode, I’m shedding light on the current state of the customer success job market and spilling what I think are some of the most …
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Are you ready to have a wildly successful career in customer success? Then you are in the right place! Welcome to the very first episode of the Customer Success Career Coach. It's your go-to place for everything you need to know about your customer success career. To kick things off, I'll share my personal journey, answering a question many of you …
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My guest in this episode is Julie Fox - one of the Top 100 Customer Success Strategists, and one of the 25 Creative Leaders. She is a people leader who deeply cares about her team; and cares about them as humans, taking care of their wellbeing at work. Her current role is Sr Manager of Customer Success at FloQast. Julie's story is far from ordinary…
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Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts around building customer com…
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In this episode of the Customer Success Playbook Podcast, Roman Trebon and Kevin Metzger delve into the critical topic of customer onboarding. They highlight the significance of this initial stage in a client's lifecycle, emphasizing the potential pitfalls and the importance of a smooth onboarding experience. The dialogue touches on common onboardi…
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Customer support and customer success play crucial roles in any business. However, when these teams operate independently, it can lead to issues for both the customers and the business. In this insightful episode, we explore the vital connection between Customer Success and Customer Support with our special guest, Mikael Blaisdell, Executive Direct…
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Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS. What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, …
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Why You Know Less Than You Think: Cognitive Biases in Customer Success Join me as we explore the Dunning-Kruger effect, a cognitive bias that can impact customer success. Discover how overestimating abilities and misunderstanding customer needs can lead to challenges in the CS field. But what happens when we realize we don't know as much as we thou…
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In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales. Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure…
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In this episode, we join forces with Elizabeth Italiano, a Go-To-Market Expert and Founder of What Not To Do, to talk women in tech - challenges and solutions. Elisabeth's plentiful experience in the industry makes this episode a real conversational treasure chest. So, be prepared to get tons of insights on: · How to overcome the current challenges…
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Are you ready to land your dream job in Customer Success despite the competition? Whether you're brand new to Customer Success or a seasoned pro looking to up-level your performance and hit that next career milestone, you've come to the right place! This is the first Customer Success podcast that gives you easy-to-apply strategies and tips to help …
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Reminder! Enter for a Gold Pass to the CS Festival in Austin: Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480 Leave a comment on that same post. Easy! Today's Guest Annie Dean of RecastSuccess is a…
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In this episode of the Customer Success Playbook, Kevin and Roman discuss the topic for January: Navigating the First 90 Days as a Customer Success Leader. This month they talked with Marcus Vasell and discussed his Customer Success Maturity model in their interview. Reviewing how an organization moves from Crawl to Run across it's processess, Peop…
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In this episode, Irit Eizips engages in a dynamic conversation with Peleg Samson, VP Customer Success at Guidde, on a mission-critical topic: the art of reducing support tickets while elevating customer satisfaction to new heights. Discover the strategies that empowered Guidde's customer support team to efficiently handle a rapidly growing customer…
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Do you avoid giving negative feedback because you don't want to upset your employees? Do you ever worry they won't like you? You’ll learn why it’s so hard to give negative feedback, what the consequences are for avoiding it, and a proven (Provan?) framework for delivering it in a way that gets results without sending the other person into a shame s…
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Unlock the secrets to thriving in customer success and the nuanced craft of cross-selling with the insightful Kristen Gray Psychas from Banzai. In our latest episode, Kristen, a trailblazer in the customer success landscape, offers a treasure trove of strategies that promise to elevate your career trajectory. Her transition from international relat…
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Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:715278084864…
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Bad-fit customers are that troublesome segment that often leaves us scratching your heads about what to do. Customers who are not well-suited or aligned with the products, services, or values of your business can prove catastrophic for your bottom-line. Hence, identifying and managing bad-fit customers is important to maintain a positive customer-b…
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In this insightful podcast episode, join host Irit Eizips and guest Sue Nabeth Moore, Co-Founder of Success Chain, as they delve into the complexities of measuring the impact of Customer Success strategies. This engaging discussion focuses on the challenges of identifying the most effective metrics and creating a framework for successful measuremen…
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Failure happens to all of us. In this episode, we'll delve into the often-feared concept of failure and discover its hidden potential for growth and learning. We'll explore the essential role of mindset, how to differentiate between a fixed mindset and a growth mindset, and uncover sneaky signs that a fixed mindset holding you back in both your per…
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Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:715278084864…
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In the recent episode of the Customer Success Playbook podcast, Roman T. and Kevin M. hosted Marcus Vassell, a seasoned professional in customer success. The discussion primarily focused on Marcus's model for evaluating and advancing the maturity of customer success operations in organizations. Marcus Vassell outlined a three-stage evolutionary fra…
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Dive into the world of Customer Success with Irit Eizips in this insightful podcast episode, featuring Shachar Avrahami, VP Product & Strategy at EverAfter. Join them as they explore the impact of customer hubs and tech-touch strategies on enhancing customer engagement and scalability in businesses. Key highlights include: Unpacking actionable, per…
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Have you struggled to find best practices on the customer journey? Or perhaps your CEO says you have one already - but when you look it's all about the pre-sales cycle... It turns out there are a few small - kind of stupid - reasons it's such a struggle. You'll learn the limitations of traditional customer journeys that focus on the company's persp…
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Want to know a secret? Setting your CS strategy is the easy part! What often prevents MOST CS leaders from achieving the results and recognition they hope for is their mindset. We'll dive into what the heck mindset is, how it affects your results, and how it needs to change as you move from an individual contributor to a leader. BY THE TIME YOU FIN…
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Do you feel completely overburdened with work - but can't begin to imagine how to show someone else how to do it? Worried it won't get done correctly and you will be blamed? Learn how to stop choosing short term benefit over long term success in this episode: It's just easier if I do it... BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER: How to d…
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Wouldn't it be nice if customers would just do what we tell them to do so they can get what they say they want? Unfortunately, humans don't work that way. For better and worse, we're much more complicated. Dive into the fascinating fields of behavioral economics, neuroscience, and cognitive behavioral psychology to understand why people do the thin…
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Are you afraid to say no because you feel that you will come off as self-important or "not a team player"? Do you say yes to everything that people throw at you and believe you'll find a way to get it all done? If this rings a bell, you may have a "Helper Personality", as many in Customer Success do. It's a great quality to have, but like any stren…
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