Shows
The Customer Success Pro PodcastCreating a Customer-Centric Culture at Your companyThe CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes. Anika emphasizes the need for cross-departmental collaboration, operationalizing customer feedback, and empowering teams to lead in customer success initiatives. The episode concludes with a metaphor comparing the customer journey to a relay race, underscoring the importance of teamwork...2025-08-1324 min
The Customer Success Pro PodcastMoving from Customer Service to Customer Success with Lena Theres ZimmermannJoin the VIP Waitlist for RevUP: https://www.thecustomersuccesspro.com/revupIn this episode, Anika Zubair discusses the transition from customer service to customer success with Lena Therese Zimmerman, Head of Customer Experience at Do Instruct. They explore the importance of curiosity, team collaboration, and the need for a strategic approach in customer success. Lena shares her journey in transforming a reactive customer service team into proactive customer success managers, emphasizing the significance of aligning internal goals with customer success metrics. The conversation highlights the shift in mindset required to prioritize customer success over mere...2025-08-0655 min
The Growth SignalStop Undervaluing CS: It’s Your Biggest Revenue Lever with Anika ZubairIn this episode of The Growth Signal, host Alyssa Nolte sits down with Anika Zubair to challenge a common belief in SaaS: that sales is the main growth driver. Anika shares her hot take: Customer Success (CS) is actually the biggest lever for long-term revenue growth. Together, they unpack why CS teams are often overlooked, how to shift that narrative, and what leaders can do to start owning their impact.Whether you're a CS leader, a revenue owner, or just tired of being treated like a support function, this episode is a must-listen.3 Key Takeaways:2025-07-3128 min
The Customer Success Pro PodcastHow to Get Promoted in Customer Success: Build a Personal Development Plan That WorksThe CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc?coupon_code=PODCAST50In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of taking charge of one's career development in customer success. She discusses the necessity of creating a personal development plan, identifying skills gaps, and proactively tracking accomplishments to secure promotions. Anika outlines common mistakes professionals make in their career growth and provides actionable steps to build a successful career trajectory. The episode encourages listeners to prioritize their personal development and take ownership of their career paths.Chapters2025-07-3023 min
The Customer Success Pro PodcastActive Listening in Customer Success: The Skill That Changes EverythingDownload the FREE Revenue guide: https://thecustomersuccesspro.com/resourcesIn this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the critical role of active listening in customer success. She discusses common mistakes customer success professionals make, such as listening to reply instead of understanding, and offers practical strategies to enhance listening skills. Anika shares personal experiences and actionable tips to help listeners become better active listeners, ultimately leading to improved customer relationships and increased revenue opportunities.Chapters00:00 Introduction to Customer Success and Active Listening01:40 The Importance of...2025-07-2323 min
The Customer Success Pro PodcastMastering Time Management in Customer SuccessSignup for the RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of The Customer Success Pro podcast, Anika Zubair discusses the common challenges faced by customer success professionals, particularly around time management and prioritization. She emphasizes that the real issue is not a lack of time but rather the inability to prioritize effectively. Anika outlines three major mistakes that CS pros often make: reactive planning, treating all customers equally, and neglecting strategic thinking time. She provides actionable strategies for overcoming these challenges, including the importance of blocking time like a...2025-07-1633 min
The Customer Success Pro PodcastTTV Explained: How To Deliver Customer Value Faster in Customer SuccessSignup for the RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical metric of Time to Value (TTV) in customer success. She emphasizes the importance of quickly demonstrating value to customers to enhance retention and drive revenue growth. The episode covers common mistakes that customer success managers (CSMs) make that hinder TTV, such as generic onboarding processes and failing to define value with customers. Anika provides actionable strategies to reduce TTV, including defining measurable outcomes, collaborating with internal teams, and using...2025-07-0922 min
The Customer Success Pro PodcastHow to Use Segmentation to Drive Value, Retention and Efficiency with Kelley TurnerSignup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zuber and guest Kelley Turner, SVP of Global Customer Success at Vitally, discuss the critical role of customer segmentation in driving effective customer success strategies. They explore the importance of understanding customer needs, the balance between automation and personalization, and how AI can enhance segmentation efforts. Kelley shares her unique background in finance and how it informs her approach to customer success, emphasizing the need for curiosity and engagement in building strong...2025-07-0253 min
The Customer Success Pro PodcastMastering the Art of Strategic Negotiation in Customer SuccessSignup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of negotiation skills for customer success managers (CSMs). She discusses how CSMs often overlook their negotiation role, leading to missed opportunities for renewals and upsells. Anika outlines common mistakes CSMs make during negotiations, such as lack of preparation, over-explaining, and avoiding directness. She introduces a four-step framework for strategic negotiation, focusing on preparation, leading with a clear starting point, framing around value, and using silence effectively. The...2025-06-2530 min
The Customer Success Pro PodcastThe Expansion Mindset: How Great CSMs Drive Growth Without SellingIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses how customer success professionals can drive customer growth without feeling like salespeople. She emphasizes the evolving role of customer success as a revenue-driving function and the importance of building trust with customers. Anika outlines common mistakes in customer expansion, the significance of the expansion mindset, and the need for collaboration between customer success and sales teams. She provides practical steps for engaging customers and highlights the importance of tracking expansion signals to unlock growth opportunities.Train AI to be Your Revenue Generating Co-Pilot Guide:2025-06-1830 min
The Customer Success Pro PodcastThe AI-Powered CSM: What It Really Looks Like in 2025In 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...2025-06-1129 min
The Customer Success Pro PodcastBuild Your First Customer Success Retention Program with Parul BhandariIn 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...2025-06-0454 min
The Customer Success Pro PodcastHow to Build Strategic Relationships with Your CustomersIn 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...2025-05-2827 min
The Customer Success Pro PodcastTransforming Customer Success: From Reactive to ProactiveIn 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/resourcesChapters00:00 The Shift from Reactive to Proactive Customer Success03:05 Building a...2025-05-2119 min
The Customer Success Pro PodcastImprove Your Storytelling Skills by 200% and Land Your Next UpsellIn 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/resourcesChapters:00:00 The Power of Storytelling in Customer Success02:16 Understanding...2025-05-1420 min
The Customer Success Pro PodcastWhy Your Marketing Team is the Key to CS Revenue Growth with Ashna PatelIn 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...2025-05-071h 02
The Customer Success Pro PodcastHow to Identify At-Risk Customers and Save ThemIn 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/masterclassChapters:00:00 Introduction02:50 Myths About Customer Churn05:54 Proactive Strategies for Churn Prevention09:10 Identifying Early Warning Signs...2025-04-1638 min
The Customer Success Pro PodcastThe #1 mistake CSMs make when trying to drive expansion — and how to fix itIn 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/masterclassChapters:00:00 Introduction03:11 The Myth of Expansion Timing06:06 Proactive...2025-04-0923 min
The Customer Success Pro PodcastThe Anti Check-In: How to CSM on a Daily Basis to Drive Value and Expansion with Melanie FayeIn 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...2025-04-0252 min
The Customer Success Pro PodcastThe One Thing That Will Make or Break Your Customer Success CareerIn 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:2025-03-1933 min
The Customer Success Pro PodcastHow to Scale a Customer Success Team Without Losing Customer Value with Saahil KarkeraIn 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...2025-03-0549 min
Customer Success TalksDriving Business Growth as a Strategic Advisor with Anika ZubairIn this episode, we explore how to become a strategic advisor in Customer Success with Annika Zubair, Head of Customer Success at Griffin and host of the Customer Success Pro Podcast with 13 plus years in CS.Learn how to move beyond product expertise and start driving real business impact for your customers.Highlights:- What it really means to be a strategic advisor in CS.- How to shift from reactive support to proactive value creation.- The key questions CSMs should ask to unlock business growth....2025-02-2639 min
The Customer Success Pro PodcastThe Power of Data Driven Decision Making in Customer Success with Guy RahamimBeing 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/giveawayIn 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...2025-02-1248 min
The Customer Success Pro PodcastFrom CS to Sales Growth: Turning Upsells into New Sales with Ejieme EromoseleIn 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.2025-01-0843 min
The Customer Success Pro PodcastFirst time Customer Success Leader to a Revenue Leader with Stijn SmetIn 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...2024-12-0451 min
The Customer Success Pro PodcastCustomer Success Metrics That Drive Growth with Jay NathanIn 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...2024-11-0651 min
The Customer Success Pro PodcastHow to Get Promoted into an Enterprise CSM with Caly AgarBeing 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...2024-10-0246 min
The Customer Success Pro PodcastUsing AI in Your Daily Customer Success Routine with Alex TurkovicBeing 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...2024-09-0448 min
The Customer Success Pro PodcastLeading with Value and Increase Revenue in Customer Success with Madelyn DePreyLearn more about our show sponsor CSM RevUP Academy: https://thecustomersuccesspro.com/revupBeing 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...2024-08-0736 min
The Customer Success Pro PodcastDriving Customer Retention and Customer Growth at Scale with Daphne Costa LopesBeing 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 Ca...2024-07-1051 min
The Customer Success Pro PodcastHow to Get Hired in Customer Success in a Tough Job Market with Jared OrrBeing 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...2024-06-0546 min
The Customer Success Pro PodcastHow to become a Strategic Customer Success Manager with Erika VillarrealBeing 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...2024-05-0146 min
The Customer Success Pro PodcastCustomer Success Career Path to the C-Suite with Kristi FaltorussoNavigating your Customer Success Career with Kristi FaltorussoIn 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...2024-04-0349 min
The Customer Success Pro PodcastPsychological Mindset Shift from Reactive to Proactive Customer Success with Rachel ProvanBeing 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 tran...2024-03-0643 min
The Customer Success Pro PodcastWelcome to The Customer Success Pro Podcast by Anika ZubairThis 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...2024-02-2802 min
The Customer Success ChannelA special episode: Big thanks to Anika, and a cheerful hello to Malin!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 of our podcast.Podcast enquiries: sofia@planhat.com2024-02-2130 min
The Customer Success ChannelBrandon Ramsey, Head of CS at OnsiteIQ - Customer success is not salesIn 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 your CS department? Why should CS not be seen as a mere extension of sales? And how can you persuade senior leadership that CS should...2024-01-3137 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034Enter 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.comGo to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.Today's Guest Anika Zubair is a CS household name and award winning...2024-01-2359 min
The Customer Success ChannelSue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024In this episode, our host Anika Zubair chats with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success. As we approach the end of the year, it's crucial to begin strategizing for customer success in 2024. Despite the hurdles we've encountered recently, we must now pave the way for a successful year ahead. So, what should be the key focus areas for customer success in 2024? And how can we strike the perfect balance between customer ROI and fostering business growth? 2023-12-1543 min
The Customer Success ChannelMaranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CSIn this episode, our host Anika Zubair chats with Maranda Dziekonski, Senior VP of Customer Success at Datasembly about the importance of viewing customer success as a revenue generator rather than a cost center.The field of customer success (CS) has been through a whirlwind of changes this year due to the global economy. As we near the end of 2023 and start planning for 2024, sustainability and revenue have become top priorities for every CS department. But why is revenue such a vital piece...2023-11-1636 min
The Customer Success ChannelChris Regester, CCO at Planhat - Delivering customer outcomes with a value frameworkIn this episode, our host Anika Zubair chats with Chris Regester, Chief Customer Office at Planhat about how to deliver customer outcomes through a value framework. Achieving customer success is a long-term endeavor that demands ongoing dedication and collaboration with our clients. A solid foundation is provided by a company value framework, guiding businesses on this journey. So, how can we consistently deliver lasting customer value through a value framework embraced by the entire organization? And what are the initial steps to building...2023-10-1841 min
The Customer Success ChannelDan Ennis, Scale Team Manager at Monday.com - The art of scaling Customer SuccessIn this episode, our host Anika Zubair chats with Daniel Ennis, Scale Team Manager at Monday.com about scaled customer success and explores its significance in today's ever-evolving business landscape. Customer success at scale has been a longstanding practice, but it has gained even greater significance in the current economy. So, what are the initial steps to consider when establishing a scaled CS team? How can we strike the perfect balance between automated interactions and maintaining a genuine human connection with customers? And...2023-09-2052 min
The Customer Success ChannelTulasi Ryali, Senior CSM at Siemens - How to become the best CSM of the yearIn this episode, our host Anika Zubair chats with Tulasi Ryali, CSM of the Year by Customer Success Excellence about how to help your customer reach their business goals through value creation.Being a Customer Success Manager (CSM) requires great multitasking skills and adaptability. You need excellent communication skills, outstanding problem-solving abilities and a remarkable understanding of customers. So, who holds the title of the "Best CSM of the Year" and how can you join their league?Podcast enquiries: sofia@planhat...2023-08-2335 min
The Customer Success ChannelShannon Nishi, Director of CS at Customer.io - Sustainable growth in Customer SuccessIn this episode, our host Anika Zubair chats with Shannon Nishi, Director of Customer Success at Customer.io about sustainable growth in Customer Success.Times are tough and the “big hiring days” when scaling a SaaS business are long gone. In today’s economy, you have to think about sustainable growth rather than growth at all costs. So, how do you do that in Customer Success? How do you ensure your CSMs are strategic and not just support? And how do you measure sustai...2023-07-1338 min
The Customer Success ChannelDeclan Ivory, VP of CS at Intercom - AI and the new age of customer supportIn this episode, our host Anika Zubair chats with Declan Ivory, VP of Customer Support at Intercom about how AI is transforming the customer support department. The future of customer support departments is rapidly approaching. So, what changes can we expect in 2023 and beyond? What skills will support agents need to keep up? And what key performance indicators should we be tracking when proactive support becomes the norm?Podcast enquiries: sofia@planhat.com2023-06-2646 min
The Customer Success ChannelJan Young, Principal Consultant for The Success League - AI in Customer SuccessIn this episode, our host Anika Zubair chats with Jan Young, Principal Consultant for The Success League about AI and it’s effect on Customer Success. ChatGPT has taken the world by storm and we are now all wondering how it will transform the Customer Success (CS) industry. For example, how will AI change the role of a CSM or will it even take CS jobs away? How can it help with customer retention? And what positive/ negative effects will it potentially have? 2023-05-1945 min
The Customer Success ChannelCarly Agar, Founder and CEO at CarlyAgar - Laid off in CS, what to do next?In this episode, our host Anika Zubair chats with Carly Agar, Founder and CEO at CarlyAgar about landing a customer success job in 2023. As the tech industry experiences a wave of layoffs, the job market is flooded with talented professionals seeking their next customer success opportunity. So, what should you do if you have been laid off? And how do you prep for interviews and find the right next company? Podcast enquiries: sofia@planhat.com2023-04-1848 min
The Customer Success ChannelJay Nathan, EVP and CCO at Higher Logic - How to manage churn in turbulent timesIn this episode, our host Anika Zubair chats with Jay Nathan, EVP and CCO at Higher Logic about how to manage churn in turbulent times. If you’re currently looking for strategies to prevent and reduce customer churn - you’re not alone. With the gloomy outlook for the world economy, companies are preparing for the effects of an economic downturn. Hence increased focus on churn and how to handle it. But how do you decrease the risk of churn? How do you show...2023-03-2240 min
The Customer Success ChannelJulie Raeder, CS Coach at Dooly - Transition into Customer SuccessIn this episode, our host Anika Zubair chats with Julie Reader, Customer Success Coach at Dooly about landing your first CS role without any SaaS experience. Taking the first step into your customer success (CS) career is something we all have to do once. But how do you apply for your first CS role without having any SaaS experience? And what are some of the transferrable skills you can bring from your previous role?Podcast enquiries: sofia@planhat.com2023-02-2236 min
The Customer Success ChannelJennifer Yorke, CCO at Omertria - Customer Success in a recessionIn this episode, our host Anika Zubair chats with Jennifer Yorke, Chief Customer Officer at Omertria about how to ensure the success of your CS department during a recession.With the recession looming, there are many things a CS leader has to consider in order to ensure that the customer success department is still thriving. For example, how are you able to keep your team focused on the success of their customers during such turbulent times? And how can you do more with...2023-01-2546 min
The Customer Success ChannelPrashanth Jothi, CSM at HubSpot - A day in the life of a CSMIn this episode, our host Anika Zubair chats with Prashanth Jothi, Customer Success Manager at HubSpot about how to drive customer outcomes based on customer maturity.The life of a Customer Success Manager (CSM) is never a dull one. Everyday you meet fascinating people, change how businesses operate (normally for the better), and even help a few get out of a hole. Sometimes it can even be a rollercoaster of emotions!But how can a CSM make sure they are making t...2022-12-2035 min
The Customer Success ChannelGemma Cipriani-Espineira, CCO at Chili Piper - CCO Metrics: How to convince the C-SuiteIn this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about what metrics are important and how to report them correctly. Metrics are critical in customer success – especially when reporting to the leadership team. But often SaaS businesses are unsure on how and what to report. For example, when it comes to customer success, what does leadership want to know? And what are the metrics that really matter?Podcast enquiries: sofia@planhat.com2022-11-2244 min