Shows
The Customer Success Pro PodcastWhy Your Marketing Team is the Key to CS Revenue Growth with Ashna PatelSend us a textIn 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...2025-05-071h 02
The Customer Success Pro PodcastHow to Identify At-Risk Customers and Save ThemSend us a textIn 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...2025-04-1638 minThe Customer Success Pro PodcastThe #1 mistake CSMs make when trying to drive expansion — and how to fix itSend us a textIn 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...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 FayeSend us a textIn 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...2025-04-0252 min
The Customer Success Pro PodcastThe One Thing That Will Make or Break Your Customer Success CareerSend us a textIn 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...2025-03-1933 min
The Customer Success Pro PodcastHow to Scale a Customer Success Team Without Losing Customer Value with Saahil KarkeraSend us a textIn 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...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 RahamimSend us a textBeing 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...2025-02-1248 min
The Customer Success Pro PodcastFrom CS to Sales Growth: Turning Upsells into New Sales with Ejieme EromoseleSend us a textIn 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...2025-01-0843 min
The Daily StandupThe Regifting Extravaganza #17: Anika Zubair (previously aired Sep 12, '24)Anika Zubair is just gonna say it: we in CS ought to be acting a lot more like salespeople. And in so doing, should get a lot of the same resources, too.⏱️ Timestamps:00:00:00 - Intro00:01:25 - Anika’s journey: 13 years in post-sales success 00:02:46 - Money matters in customer success 00:03:48 - A shift in mindset: revenue and CS 00:05:31 - Rob’s startup story: revenue from CS 00:08:05 - Manufacturing epiphanies: coaching for success 00:09:25 - Investing in CS coaching vs. sales training 00:11:14 - Impact-driven CS: reve...2024-12-1717 min
The Customer Success Pro PodcastFirst time Customer Success Leader to a Revenue Leader with Stijn SmetSend us a textIn 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...2024-12-0451 min
The Customer Success Pro PodcastCustomer Success Metrics That Drive Growth with Jay NathanSend us a textIn 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...2024-11-0651 min
The Customer Success Pro PodcastHow to Get Promoted into an Enterprise CSM with Caly AgarSend us a textBeing 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...2024-10-0246 min
The Customer Success Pro PodcastUsing AI in Your Daily Customer Success Routine with Alex TurkovicSend us a textBeing 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...2024-09-0448 min
The Customer Success Pro PodcastLeading with Value and Increase Revenue in Customer Success with Madelyn DePreySend us a textLearn more about our show sponsor CSM RevUP Academy: https://thecustomersuccesspro.com/csm-revup-academy/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...2024-08-0736 min
The Customer Success Pro PodcastDriving Customer Retention and Customer Growth at Scale with Daphne Costa LopesSend us a textBeing 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 C...2024-07-1051 min
The Customer Success Pro PodcastHow to Get Hired in Customer Success in a Tough Job Market with Jared OrrSend us a textBeing 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...2024-06-0546 min