In this episode, Anika Zubair discusses the transformative impact of AI on customer success professionals. She emphasizes the importance of embracing AI to alleviate administrative burdens, avoid common mistakes in its adoption, and maximize its potential in daily tasks. Anika provides practical applications of AI in discovery calls, quarterly business reviews, and renewal forecasting, highlighting how it can save time and enhance strategic decision-making. She also introduces her new guide on training AI to be a revenue-generating co-pilot for customer success professionals. Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/checkout?coupon_code=PODCAST50 Use the discount code: PODCAST50 Chapters 00:00 The Rise of AI in Customer Success 02:51 Overcoming Administrative Burdens with AI 06:07 Common Mistakes in AI Adoption 09:03 Maximizing AI's Potential in Customer Success 11:54 Practical Applications of AI in Daily Tasks 15:06 Transforming Discovery Calls and QBRs with AI 17:58 Forecasting Renewals and Managing Customer Relationships 21:12 Introducing the AI Co-Pilot Guide 24:04 Running with AI 26:57 Recap Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro Podcast, host Anika Zubair and guest Parul Bhandari discuss the critical aspects of building effective customer retention programs. They explore the importance of understanding customer goals, the role of product market fit, and the necessity of tracking essential metrics from day one. Parul shares her journey from leading customer success teams to becoming a fractional consultant, emphasizing the growing trend of fractional roles in the current market. The conversation highlights the need for early-stage startups to prioritize retention strategies alongside acquisition efforts, ensuring a solid foundation for long-term success. In this conversation, Anika Zubair discusses the evolution of customer retention strategies as organizations grow. She emphasizes the importance of understanding customer health, structuring effective renewal processes, and adapting to changes in customer sentiment and stakeholder dynamics. Anika also highlights the need for continuous engagement with customers and the role of health scores in retention efforts. The discussion covers practical steps for building retention programs and the significance of viewing challenges as opportunities for growth. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Signup to the VIP Waitlist for RevUP Academy: https://thecustomersuccesspro.com/revup Chapters 00:00 Introduction 08:13 The Importance of Early Stage Customer Success 12:09 Creating Retention Programs from Day One 13:37 Understanding Customer Goals and Outcomes 16:21 The Role of Product Market Fit in Retention 20:12 Tracking Metrics for Early Stage Companies 25:31 Essential Metrics for Customer Retention 27:53 Identifying Customer Retention Challenges 28:23 Evolving Retention Strategies for Growing Teams 29:46 Understanding Customer Health and Renewal Programs 31:14 Structuring Effective Renewal Processes 32:42 Navigating Customer Sentiment and Product Changes 34:57 Re-Onboarding and Stakeholder Realignment 36:54 Leveraging Health Scores for Retention 39:42 Transforming Challenges into Opportunities 41:07 Surprises in Mature Retention Phases 43:05 Engaging Customers for Long-Term Retention 45:27 Keeping Retention Strategies Fresh 49:12 Practical Steps for Building Retention Programs Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Parul Bhandari: Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/ Website: https://customerxsuccess.com/ Parul is a Customer Success consultant based in Chicago. Following time working for large corporations, Parul launched her first Customer Success (CS) team from the ground up, and from then on has found a passion in leading CS teams. Parul draws from her collective background to design CS organizations which can be scaled successfully, to drive CS as a profit center and to drive value exchan Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Get on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revup Chapters: 00:00 Building Lasting Customer Relationships 02:15 Customer Management in CS 05:34 Myths in Customer Success 10:10 Principles of Strategic Relationships 15:44 Consistency Over Intensity 19:34 The Human Element in Customer Success 22:18 Actionable Takeaways Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode, Anika Zubair discusses the importance of transitioning from a reactive to a proactive customer success strategy. She outlines a step-by-step approach to building a proactive customer success organization, emphasizing the need to define success from the customer's perspective, map the customer journey, automate touchpoints, and regularly review strategies. The episode provides actionable insights for customer success professionals to enhance their effectiveness and drive customer outcomes. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Chapters 00:00 The Shift from Reactive to Proactive Customer Success 03:05 Building a Proactive Customer Success Strategy 05:57 Defining Success for Customers 08:47 Mapping the Customer Journey 12:07 Automating Touch Points for Efficiency 15:00 Creating a Risk and Opportunity Framework 17:49 The Importance of Regular Strategy Review Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of storytelling in customer success and upselling. She discusses how effective storytelling can significantly enhance a CSM's ability to connect with customers, drive revenue, and create compelling narratives that resonate with clients. Anika outlines a structured approach to storytelling, including the 'before', 'trigger', 'after', and 'future' elements, and encourages listeners to practice their storytelling skills to improve their upselling techniques. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Chapters: 00:00 The Power of Storytelling in Customer Success 02:16 Understanding the Human Element 03:40 Crafting the Customer's Story 08:21 The Upsell as a Natural Continuation 12:07 Weekly Challenge: Practice Your Storytelling 17:22 Recap and Key Takeaways Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode, Anika Zubair discusses the vital collaboration between customer success and marketing with guest Ashna Patel. They explore how aligning these two functions can drive growth, retention, and upsells. Ashna shares her journey from customer success to marketing, emphasizing the importance of messaging and cross-functional teamwork in enhancing the customer experience. The conversation highlights the need for customer success professionals to leverage marketing resources and insights to better serve their customers and achieve organizational goals. In this conversation, the speakers discuss the critical alignment between marketing and customer success teams, emphasizing the importance of collaboration to enhance customer retention and product adoption. They explore how effective messaging and nurturing relationships can drive growth, and the role of AI in shaping the future of customer success. The discussion highlights practical strategies for cross-functional collaboration and the need for open communication to ensure that both teams work towards common goals. Signup to the VIP Waitlist for RevUP Academy: https://thecustomersuccesspro.com/revup Timestamps: 00:00 Introduction 02:52 Ashna Patel's Transition from Customer Success to Marketing 06:06 Understanding the Bow Tie Model in Customer Journey 09:10 The Role of Marketing in Customer Success 11:53 The Importance of Messaging in Customer Engagement 15:02 Aligning Marketing and Customer Success Teams 17:54 Leveraging Marketing for Customer Retention and Growth 20:54 Building Cross-Functional Relationships for Success 32:39 Team Alignment for Customer Success 35:05 Marketing's Role in Customer Retention 39:55 Nurturing Customer Relationships 42:04 Effective Messaging Strategies 48:15 Cross-Functional Collaboration for Success 55:30 Conclusion and Key Takeaways Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Ashna Patel: h ttps://www.linkedin.com/in/ashnapatel92/ Ashna Patel is a former award-winning Customer Success leader turned Marketer, bringing over a decade of experience in customer engagement, retention, and growth. After years of driving customer success strategies, she transitioned into marketing to bridge the gap between pre- and post-sales, leveraging her deep understanding of customer needs to fuel demand generation and customer marketing. Apart from this, Ashna is also passionate about helping professionals build personalized systems to prevent burnout, enhance productivity, and achieve sustainable success (personally and professionally). Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical skill of identifying customer churn signs and implementing strategies to prevent it. She debunks common myths about churn, emphasizes the importance of proactive engagement, and outlines a five-step framework for recognizing at-risk customers. The episode provides actionable insights for customer success managers to enhance their strategies and improve customer retention. Signup to the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass Chapters: 00:00 Introduction 02:50 Myths About Customer Churn 05:54 Proactive Strategies for Churn Prevention 09:10 Identifying Early Warning Signs of Churn 11:50 Five Key Indicators of At-Risk Customers 15:09 Engagement and Communication Strategies 20:49 Building a Churn Prevention Playbook 24:12 Validating Customer Risk 27:00 Executing the Save Playbook 29:50 Final Thoughts and Weekly Challenge Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro podcast, Anika Zubair discusses the common pitfalls in customer expansion strategies and emphasizes the importance of proactive engagement. She highlights that expansion should not be treated as a one-time event but rather as an ongoing process that requires continuous conversations and guidance. Anika provides actionable strategies for identifying growth triggers, building expansion pathways, and reframing discussions around customer outcomes to drive successful upsell conversations. Signup to the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass Chapters: 00:00 Introduction 03:11 The Myth of Expansion Timing 06:06 Proactive Strategies for Customer Growth 08:54 Building an Expansion Pathway 12:10 Reframing Expansion Around Outcomes 15:01 The Importance of Continuous Conversations 18:14 Listener Challenge and Recap Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Melanie Fay, an enterprise Customer Success Manager at Goldcast. They discuss Melanie's journey in customer success, her transition between various roles, and her innovative approach to customer engagement known as the 'anti-check-in.' Melanie shares her experiences managing a large book of business, the importance of delivering value in customer interactions, and strategies for understanding customer goals and outcomes. The conversation emphasizes the need for CSMs to adapt their approaches to meet the evolving needs of customers and to provide meaningful engagement beyond traditional check-in calls. In this conversation, the speakers delve into the evolving landscape of customer success, emphasizing the importance of understanding customer needs, effective engagement strategies, and the transition from traditional check-in calls to value-driven discussions. They discuss the significance of frameworks for customer conversations, the role of storytelling in enhancing customer relationships, and the necessity of taking ownership and leadership within the customer success domain. Additionally, they explore practical tips for managing a large book of business through segmentation and the importance of being creative and adaptable in communication strategies. Enter the Planhat Giveaway! Win an all-expenses-paid trip to Planhat Open : www.planhat.com/giveaway Timestamps: 00:00 Introduction 01:52 Melanie Fay's Journey in Customer Success 06:01 Transitioning Between Roles and Companies 10:00 The Anti-Check-In Approach 13:13 Managing a Large Book of Business 17:03 Delivering Value in Customer Interactions 21:13 Understanding Customer Goals and Outcomes 25:02 Innovative Strategies for Customer Engagement 27:00 Understanding Customer Needs and Engagement 30:08 Frameworks for Effective Customer Conversations 33:04 Transitioning from Check-Ins to Value-Driven Discussions 35:06 The Role of Storytelling in Customer Success 39:04 Taking Ownership and Leadership in Customer Success 43:14 Segmenting and Managing a Large Book of Business 47:03 Key Takeaways Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Melanie Faye: https://www.linkedin.com/in/melanie-faye/ I’m Melanie, a CSM living on a small island on the East Coast in Canada. After running my own business for years, I knew when I landed my first CS role that it was meant to be. I’ve been working in Customer Success for nearly 4 years and have been fortunate enough to gain experience in different industries like digital events, HR tech and accounting tech. Most recently, I was supporting mid-market customers at Keeper.app and am now moving into an Enterprise role at Goldcast. I’m excited to get back to my roots in the events industry! When I’m not listening to CS podcasts, meeting wi Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro podcast, Anika Zubair discusses the critical role of strategic communication in customer success. She debunks common misconceptions about what defines success in the field, emphasizing that it's not just about product knowledge or churn prevention. Instead, she highlights the importance of effectively communicating value, influencing stakeholders, and navigating tough conversations. Anika provides actionable strategies for developing these skills, illustrating their impact on career growth and positioning oneself as a trusted advisor. The episode concludes with key takeaways for listeners to implement in their own customer success roles. Chapters: 00:00 Introduction 01:50 The Importance of Strategic Communication 03:16 Common Misconceptions in Customer Success 05:08 Understanding Strategic Communication 11:00 Developing Strategic Communication Skills 24:15 Impact of Strategic Communication on Career Growth 30:09 Conclusion and Key Takeaways Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ Coaching with Anika: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode, Anika Zubair discusses the challenges of scaling customer success teams without losing sight of customer value with guest Saahil Karkera. They explore the importance of understanding customer value, the need for continuous engagement with customers, and the significance of personal relationships in customer success. Sahil shares insights from his experience in scaling CS teams in SaaS companies and emphasizes the need for ongoing conversations to define and deliver value effectively. In this conversation, we explore the intricacies of customer success management, focusing on strategies for effective engagement, the balance between hiring and optimizing processes, and the role of AI in enhancing customer experiences. The discussion emphasizes the importance of collaboration across teams, learning from past mistakes, and the future direction of customer success towards hyper-personalization and value delivery. Enter the Planhat Giveaway! Win an all-expenses-paid trip to Planhat Open : www.planhat.com/giveaway Chapters: 00:00 Introduction 12:32 Defining Customer Value 24:39 Building Personal Relationships in CS 26:40 Navigating Customer Engagement and Progress Tracking 29:07 Optimizing Customer Success Management Without Overwhelm 32:02 Hiring vs. Optimizing: Balancing Resources in Customer Success 37:04 Leveraging AI for Enhanced Customer Success 41:00 Learning from Mistakes: Collaborating Across Teams 43:47 The Future of Customer Success: Hyper-Personalization and Value Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Saahil Karkera : https://www.linkedin.com/in/saahilkarkera/ CS Connect: https://www.joincsconnect.com/ Saahil Karkera is a Customer Success leader with 9 years of experience scaling and transforming CS teams in Seed to Series A/B SaaS companies. He took an unconventional path to Customer Success, starting in Enterprise Sales at a startup that was later acquired by one of its customers. Since then, he has built and scaled three high-performing CS teams, with a deep focus on driving retention, expansion, and operational efficiency. Beyond his CS leadership role, Saahil is the founder of CS Connect—a no-fluff, results-driven community for Customer Success leaders navigating the chaos of SaaS startups. His mission? To arm CS leaders with the tools, knowledge, and network to turn CS into a scalable revenue driver rather than just a support function. When he’s not optimizing CS strategies, you’ll find him spending time with his two young children, Mae and Colin. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. Enter the Planhat Giveway to win an all expense trip to Planhat Open: www.planhat.com/giveaway In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Guy Rahamim, a Senior Manager of Customer Success at Linear B. They discuss Guy's unique journey from studying dentistry to thriving in customer success, the innovative strategies he employs to reduce churn, and the importance of data-driven decisions in customer success. Guy shares insights on the Ideal Customer Behavior (ICB) metric, which helps in understanding customer engagement and retention. Timestamps: 00:00 Introduction 02:49 Guy's Journey to Customer Success 06:08 Understanding Linear B and Its Operations 09:29 Career Aspirations and Goals in Customer Success 11:53 Winning the Creative Customer Success Leader Award 14:12 Challenges with Churn and Customer Health Scores 15:11 Introducing Ideal Customer Behavior (ICB) 20:00 Building Cross-Functional Teams for Success 23:48 The Importance of Collaboration in Customer Success 24:16 Proactive Risk Management in Customer Success 30:27 Leveraging Data for Customer Engagement 36:38 Renewal Strategies and Customer Value 41:47 QuickFire Questions Round Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Guy Rahamim: https://www.linkedin.com/in/guy-rahamim/ Guy Rahamim is a dynamic leader in customer success, passionate about helping R&D teams achieve transformative business outcomes. With over a decade of global experience spanning EMEA, APAC, and LATAM, Guy combines strategic planning, leadership, and technical expertise to drive positive net revenue retention and high customer satisfaction. Currently, Guy is a Senior Manager of Customer Success at LinearB. He is also a founding lead at CS Insider and a member of CS Angel, a syndicate of customer success experts investing in innovative technologies. Guy holds a B.Sc . in Biomedical Sciences and an MBA and is recognized as a 2022 & 2023 Top 100 Customer Success Strategist. He is certified at all four levels of the Certified Customer Success Management Professional program, highlighting his dedication to continuous learning and excellence. Guy’s ICB Framework: https://docs.google.com/presentation/d/1BTQBIKeWqfI4LfX6MlkcFkIFBEqvUqkxayJtSrsHpuI/edit#slide=id.g2cf81ef3f44_0_66 Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Ejieme Eromosele, an award-winning customer success leader, about her journey from customer success to general management. They discuss the importance of customer advocacy in driving new sales, strategies for upselling and expansion, and the evolving role of customer success in the go-to-market strategy. Ejieme shares her insights on using data to drive urgency, the significance of a discovery-focused mindset, and the need for value-based storytelling in customer success. The conversation highlights key learnings and the future of customer success as a driver of sustainable growth. Want to win a free pair of airpod pros, sign up for a demo with Vitally: vitally.io/cspro Don't forget to signup for CSM RevUP to help unlock your revenue potential: https://thecustomersuccesspro.com/revup Chapters 00:00 Introduction 01:56 Meet Ejieme Eromosele 03:22 Transitioning to a General Manager Role 08:08 The Importance of Customer Advocacy in Sales 14:44 Shaping Post-Acquisition Strategies for New Sales 22:53 Building a Customer Growth Function 28:02 Strategies for Upselling and Expansion 37:02 Key Learnings and Future of Customer Success Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Ejieme: Linkedin: https://www.linkedin.com/in/ejieme/ Ejieme Eromosele is an award-winning Customer Experience and Success Executive with over 15 years of experience in building high-impact customer programs. As the General Manager for EMEA at Quiq, Ejieme leads the company’s expansion across Europe, overseeing all aspects of business growth - including marketing, customer success, new business sales and partnerships. Ejieme’s expertise spans customer-led growth, with a focus on transforming customer success functions into powerful drivers of business value. She is also the founder of Success in Black , a pioneering platform that promotes diversity, equity, and inclusion in customer success. Prior to Quiq, she was Managing Director of Customer Experience at The New York Times and led The Times’ efforts to drive retention, loyalty and brand advocacy of its growing subscriber base. Ejieme spent a decade in management consulting at PwC and Accenture. In these roles, she led CX programs across sectors. Beyond her corporate work, Ejieme is a respected advisor, speaker, board member, and angel investor, known for her insights on customer experience strategy and customer success. She serves on the board of the Conversational Design Institute Foundation and the AI Council of Firstboard.io , where she contributes her expertise to discussions on responsible and ethical AI and the future of customer engagement. Ejieme has a BA in Economics from NYU’s College of Arts & Science and an MBA in Strategy and Global Business from NYU’s Stern School of Business. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Stino, the head of customer success at whale.io. They discuss the evolving role of customer success in the SaaS industry, emphasizing the importance of a revenue-focused mindset. Stino shares his journey from being a tax attorney to a customer success leader, the challenges he faced in his first leadership role, and the strategies he implemented to drive revenue through customer success. The conversation highlights the significance of authenticity, team dynamics, and practical approaches to achieving customer outcomes and business growth. In this conversation, Anika Zubair discusses the importance of understanding customer personalities and building trust through personal connections in customer success. She emphasizes the need for a revenue mindset while maintaining authentic relationships with clients. Anika also addresses the challenges posed by budget cycles and economic constraints, highlighting the evolving role of customer success managers as strategic advisors. She shares valuable lessons learned in leadership and the significance of finding a supportive community in the profession of customer success. Want to win a free pair of airpod pros, sign up for a demo with Vitally: vitally.io/cspro Don't forget to signup for CSM RevUP to help unlock your revenue potential: https://thecustomersuccesspro.com/revup Chapters: 00:00 Introduction 01:56 Meet Stino: A Journey from Law to Customer Success 07:15 Understanding Whale.io and Its Revenue Focus 10:12 The Shift to Revenue-Focused Customer Success Leadership 19:48 Key Strategies for Transitioning to Revenue Leadership 25:57 Understanding Customer Personalities 32:04 Building Trust Through Personal Connections 36:46 Navigating Budget Cycles and Economic Constraints 40:39 The Evolving Role of Customer Success 43:34 Lessons Learned in Customer Success Leadership Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Stino: https://www.linkedin.com/in/stijn-smet-🐳-330435a9/ We F**ked Up So You Don’t Have To: https://open.spotify.com/show/2rMe4oQu8wgb3SHCRjEfoQ Customer Success Hotline: https://open.spotify.com/show/3QL0NtH4s2Nakqgad4LsxF Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

In this podcast episode, Anika Zubair interviews Jay Nathan, COO of Churnkey, about his extensive experience in the SaaS industry and the evolving role of customer success. They discuss the key metrics that drive growth in SaaS, such as retention, customer lifetime value, and profitability, emphasizing the need for agility in tracking and adjusting these metrics. Jay shares insights into his role as COO, the strategic importance of aligning CS with business goals, and the dual focus on customer and company needs. They also explore how customer success is shifting to a more strategic, revenue-driving function within SaaS companies. The episode provides practical advice for CS leaders who want to make a significant impact on their organization. Want to win a free pair of airpod pros, sign up for a demo with Vitally: vitally.io/cspro Timestamps: 00:00 - Introduction to Jay Nathan & His Journey 04:16 - The Role of a COO in a Startup 08:17 - Key Metrics for SaaS Companies 13:35 - Understanding Gross Retention vs. Net Retention 18:28 - Customer Lifetime Value & Strategic Decision-Making 24:03 - Metrics to Track in Day-to-Day CS Operations 32:30 - Adapting Metrics as Your SaaS Business Grows 43:30 - Quickfire Round Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Jay Nathan: Linkedin Check out his newsletter, GrowthCurve Jay Nathan has over 20 years of experience in the software industry, having held leadership roles at prominent technology companies such as Blackbaud, Higher Logic, PeopleMatter, and now Churnkey. He has hands-on experience in bootstrapped, VC-backed, private equity-owned, and publicly traded software companies. In 2017 he launched a management consulting firm focused on SaaS companies and in 2018 launched the popular Gain Grow Retain customer success community, growing it to over 15,000 members worldwide. Jay has spoken and written extensively on leadership, sales, marketing, product, and customer success in the software industry. While his ultimate goal is to launch a Jimmy Buffett cover band, for now, he is focused on helping B2B SaaS companies grow and thrive. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro podcast, host Anika Zubair discusses with Carly Agar, founder and CEO of Carly Agar Training, about effective strategies for landing promotions in customer success. The conversation covers the importance of aligning customer success strategies with business objectives, identifying upsell opportunities, and the nuances between a standard CSM role and an enterprise CSM role. Carly shares her insights on strategic account planning, self-advocacy, and building professional development skills. This detailed dialogue aims to provide CSMs with actionable steps to elevate their careers and excel in enterprise roles. 00:00 Introduction 02:04 Guest Introduction: Carly Agar 03:16 Carly's Career Journey 07:44 Services Offered by Carly Agar Training 10:29 Advocating for Yourself in Your Career 14:12 Differences Between CSM and Enterprise CSM Roles 18:25 Skills Needed for Enterprise CSMs 20:37 Steps to Transition to an Enterprise CSM Role 24:37 Advocating for Promotion: Key Strategies 25:07 Planting the Seed for Promotion 26:59 Self-Advocacy Tips for Different Personalities 29:34 Showcasing Your Value Across the Business 35:45 Proving Your Readiness for Enterprise Accounts 41:38 Quick Fire Questions with Carly Connect with Anika: LinkedIn YouTube TikTok: tiktok.com/@thecustomersuccesspro Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Carly Agar: Linkedin Website As Founder/CEO of Carly Agar Training, Carly runs two coaching programs for customer success job seekers (one for experienced CS pros and another for career transitioners), and hosts the Customer Success Career Coach podcast. Before this, she spent 10 years growing her own career in customer success, primarily in hyper growth SaaS companies, where she did a LOT of hiring of CSMs over the years. She also served as a Customer Success Enablement Manager, designing interview processes and career paths for CSMs. Carly has always been passionate about taking ownership of your career, being intentional about career choices you make, and maximizing what you get from your career - whether that be work/life balance, financial freedom, or contributing to an important mission. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. The podcast episode features Alex Turkovic discussing the integration of AI in customer success routines. Key topics include practical applications of AI, tools for customer success professionals, and tips for using AI effectively. The episode aims to provide insights on how AI can save time and enhance customer value, with a focus on real-world examples and best practices. 00:00 - Introduction to the Podcast 04:43 - Alex's Early Stages of Customer Success 09:22 - AI Tools and Techniques 14:03 - Daily Uses of AI in Customer Success Tools 18:45 - Comparisons and Evaluations of AI Tools 23:26 - Deep Dive into Useful AI Tools 32:47 - Strategic Implementations of AI 42:29 - Quickfire Questions Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Alex: Alex’s podcast episode about AI Linkedin Podcast With over 15 years of experience in customer success leadership, professional services, and customer education, Alex is passionate about creating and delivering impactful and engaging customer experiences for products and services. As the Global Director of Digital Customer Success at Flexera, he combines digital and scaled customer success strategies with customer education programs to ensure optimal customer lifecycle engagement and outcomes. Alex is the host of 'The CX Podcast', where he explores different aspects of building and maintaining world-class digital customer success experiences, with guests who are in-field and executing. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Learn more about our show sponsor CSM RevUP Academy: https://thecustomersuccesspro.com/revup Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Madelyn DePrey, VP of Customer Success at Aircall. Together, they dive into how leading with value can contribute to customer and revenue growth, the integration of sales strategies in customer success, and the importance of continuous learning. Madelyn also shares her journey from hospitality to customer success and how she navigates her role as VP of Customer Success at Aircall. Timestamps: 00:00 Introduction 01:11 Welcome Madelyn 03:21 Madelyn's Journey to Customer Success 06:32 Aircall's Customer Success Strategy 09:12 Leading with Value in Customer Success 12:56 CSMs and Revenue Responsibilities 20:09 Training and Sales Tactics for CSMs 23:07 Top of the Funnel in Customer Success 28:31 Advice for CSMs Embracing Revenue Targets 31:08 Quick Fire Questions Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Madelyn DePrey: LinkedIn As Global VP of Customer Success for Aircall, Madelyn manages a sizable revenue-generating team with a focus on driving adoption, advocacy and growth across a largely SMB customer base. Throughout her tenure at Aircall, Madelyn has been instrumental in developing a segmented end to end customer journey, leveraging a combination of product-led engagement, automation and human touch. Prior to her time in tech, most of her career has been spent in hospitality, from her first job playing Spongebob at a Nickelodeon theme park, to hotel management, to building customer success from scratch at a B2B hotel tech company, Madelyn is passionate about all things customer relations! Music by AudioCoffee: https://www.audiocoffee.net/ Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode, Anika Zubair talks with Daphne Costa Lopez, Director of Customer Success at HubSpot, about strategies for driving and growing customer retention at scale. They explore a range of models from renewals to segmentation, customer success qualified leads (CSQLs), and automating success plans and QBRs. 00:00 Introduction and Welcome 01:03 Introductions of Daphne Costa Lopez 02:12 Daphne's Background and Career Journey 03:59 Building and Scaling Customer Success at HubSpot 28:08 CSQLs and Automation in Customer Success 38:55 Dynamic Segmentation Strategy 46:51 Quickfire Question Round Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Daphne Costa Lopes Linkedin Over the last decade, Daphne has helped Start-ups, Scale-Ups and Fortune 500 businesses build and scale global Customer Success teams to service 200K+ customers and $2B+ ARR. Her journey in Customer Success started with a eureka moment she had in 2011: “When we deliver value to our customers, we won’t just retain their business... We will capture more of their demand.” Backed by this belief, she spent the following 4 years helping build a 'CS-as-a-Service' business. We generated thousands of SuccessQLs for our customers and proved early on that Customer Success could be a revenue driver. By focusing on Customer-Led-Growth, She has helped the businesses she worked with achieve 130%+ NRR. Today, She head up Customer Success at HubSpot where her teams serve thousands of customers worldwide. Since that light-bulb moment, she has invested my energy into building and scaling Customer Success teams to be the second engine of growth for tech businesses and helping others do it too. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro podcast, hosted by Anika Zubair, guest Jared Orr, a Senior Customer Success Manager and copywriter, shares his journey overcoming job loss and finding success in a challenging job market. Jared discusses his experiences with layoffs, the importance of networking, and strategies for preparing for interviews and handling homework assignments. He also emphasizes the critical nature of investing in coaching and adapting to market changes. This episode offers practical advice for CS professionals navigating their career paths and how to find and land their next job in Customer Success. Timestamps: 00:00 Introduction to the Customer Success Pro Podcast 01:03 Meet Jared Orr: A Journey Through Startups and Layoffs 03:05 Jared's New Role 07:59 Navigating Job Loss and the Tough Job Market 13:39 Starting a Copywriting Business 20:43 Job Hunting Tips and Horror Stories 23:29 Sharing a Personal Interview Experience 24:34 Advice for Hiring Managers 26:49 Preparing for an Interview 30:05 Handling Homework Assignments 34:11 Networking and Landing a Job 39:28 Reflecting on Job Hunting Strategies 41:29 Quickfire Questions Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Jared: LinkedIn YouTube Website Article: https://www.csinsider.co/email/how-to-ace-your-mock-qbr-interview Jared has been a CSM since 2018. He's been heavily involved in startups throughout most of his career. Currently, he works as a Senior CSM at vCom Solutions and lives in Queen Creek, Arizona with his wife and daughter. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro podcast, host Anika Zubair interviews Erica Villareal, a strategic customer success manager at Eptura and a top 25 CS influencer of 2023. Erica shares her journey from Mexico, to becoming a strategic CSM in Dallas, highlighting her use of personal branding on LinkedIn to advance her career. She discusses the importance of translating customer data into actionable insights, the role of strategic customer success managers, and how they differ from other CSM roles in terms of customer engagement and responsibilities. Erica shares her secret sauce for organization and proactivity, emphasizing success plans and business reviews as essential tools for demonstrating value and securing customer success. The conversation also explores Erica's career ambitions, the skills essential for a strategic CSM, and tips for managing workload and showcasing value to achieve promotions. Additionally, Erica's eBook, 'Raising the Bar: How to Excel in Your Enterprise CSM Role,' is discussed, offering insights into further advancing in the customer success field. Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Erika: Linkedin Erika Villarreal is a Customer Success enthusiast, a thought leader, and an influencer in the CS space. She is an engineer at the core, curious by nature, and a process addict. Currently, she is the Strategic Customer Success Manager at Eptura, a leading workspace management solution where she helps her customers drive adoption and achieve their own definition of success. Erika is also very involved with the Customer Success community, where she shares content that helps other CS professionals succeed in their roles, she has her own newsletter and contributes to multiple CS blogs. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Navigating your Customer Success Career with Kristi Faltorusso In this episode of the Customer Success Pro podcast, Anika Zubair interviews Kristi Faltorusso, a four times Top 25 Customer Success Influencer award winner and CCO at Client Success. Kristi shares her remarkable journey from a marketing professional to becoming a leading figure in the SaaS and customer success (CS) space. She highlights the importance of passion, hard work, and taking calculated risks in her career trajectory, culminating in her current role where she significantly impacts her organization and the CS community. The discussion also explores the evolving landscape of customer success, the importance of continuous learning, and the potential of AI in transforming CS strategies. Kristi offers invaluable advice to aspiring CS professionals, emphasizing the need for a data-driven approach, proactive customer engagement, and the courage to pivot when necessary. The conversation is a blend of personal anecdotes, professional insights, and practical tips, making it a must-listen for anyone interested in building a successful career in customer success. Timestamps: 00:00 Welcome to the Customer Success Pro Podcast! 01:04 Spotlight on Kristi Faltorusso: A Customer Success Trailblazer 06:11 Kristi's Journey: From Marketing to Chief Customer Officer 11:17 The Reality of Achieving Work-Life Balance in Leadership 13:08 Kristis's Future Ambitions Beyond the CCO Role 20:35 Securing a Customer Success Seat at the Executive Table 27:13 Navigating a Non-Conventional Path to the C-Suite 31:00 The Importance of Leadership and Passion in Your Career 35:04 Insights into the Role of a Chief Customer Officer 43:19 Addressing Gender and Career Progression in Tech 45:36 Quickfire Round Connect with Anika: LinkedIn YouTube TikTok Signup for my newsletter: https://newsletter.thecustomersuccesspro.com/ Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Kristi: Linkedin Kristi Faltorusso is a distinguished Customer Success Executive, recognized for her exceptional expertise in building, scaling and transforming Customer Success organizations within high-growth B2B SaaS companies. With a career spanning over 12 years, Kristi has been instrumental in guiding numerous companies through the strategic redefinition of Customer Success, resulting in heightened retention rates, sustained revenue growth, and amplified customer advocacy. Having held pivotal roles in renowned organizations such as BrightEdge, Sisense, BetterCloud, and IntelliShift, Kristi has consistently demonstrated her leadership prowess in steering Customer Success and Experience teams. Presently, as the Chief Customer Officer at ClientSuccess, a leading provider of Customer Success Management solutions, Kristi spearheads Customer Success, Technical Support, and Consulting initiatives. In her current capacity, she continues to drive transformative outcomes, aligning her passion for customer-centric strategies with a commitment to delivering u Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. Imposter Syndrome, Prioritization, and Mindset Shifts in Customer Success. All topics we covered in Today’s talk with Rachel Provan. Today’s podcast will focus on how you have to shift your mindset in order to move from reactive to proactive Customer Success. Rachel Provan, founder of Proven Success, joins the podcast as the first guest to discuss her career transition from acting to customer success and her current role leading customer success coaching. Topics covered include the importance of understanding the Pareto Principle, the necessity of setting aside focus time to work on strategy, techniques for effectively prioritizing tasks, and advice on overcoming imposter syndrome. Rachel also discusses how she built Provan Success and her approach to coaching customer success professionals. Timestamps: 00:00 Introduction and Guest Welcome 03:54 Transition from Corporate to Entrepreneurship 09:21 The Role of Mindset in Customer Success 16:42 The Importance of Time Management in CS 20:29 The Impact of Task Switching on Productivity 21:30 The Importance of Proactive Leadership 22:06 The Pitfalls of the Player-Coach Mentality 22:20 The Art of Prioritization in Leadership 23:03 The Struggle of Saying No 23:26 The Challenge of Balancing Multiple Roles 28:00 The Reality of Imposter Syndrome 30:12 The Struggle of Perfectionism and High Expectations 38:08 The Future of Customer Success Connect with Anika: LinkedIn YouTube TikTok Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Follow the Podcast YouTube Spotify Apple Podcasts Connect with Rachel: Rachel Provan is a top 25 CS Influencer and Coach for Customer Success leaders. She has over 15 years of experience in CS Leadership building and scaling CS departments across diverse markets from seed stage to Fortune 500 Companies. With a passion for fusing psychology with business strategy and leadership techniques, Rachel teaches new CS leaders to build and scale revenue-generating customer success departments. Her flagship course, The CS Leadership Academy, helps former CSMs nail their transition to accomplished CS Leaders. You can find her on LinkedIn , provansuccess.com , or psychologyofcustomersuccess.com Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…

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 will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company. If you have specific topics you would like me to cover in this podcast please message me on Linkedin ! Make sure you hit FOLLOW so you don’t miss out on any new episodes when they drop every month. I can’t wait to chat with you soon! Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ YouTube: https://www.youtube.com/@TheCustomerSuccessPro Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/…