Shows
The Customer Success PlaybookCustomer Success Playbook - Final Episode with Kevin and RomanSend us a textThis finale feels less like an ending and more like a graduation ceremony for everyone who has ever cared about Customer Success.In this closing chapter of the customer success playbook podcast, Kevin Metzger and Roman Trebon look back on a journey that started as a “ludicrous” idea over food and drinks and turned into a global community with nearly 13,000 downloads across countries like Australia, Israel, France, and beyond. They revisit how the show began as a simple networking experiment during a job transition and evolved into a platform for learning, conn...
2025-12-2237 minThe Customer Success PlaybookCustomer Success Playbook S3 E69 - Gayle Gorvett - Scaling AI Governance Without Killing InnovationSend us a textHow do you build AI governance that scales without becoming the innovation police? In our final conversation with tech lawyer Gayle Gorvett, we tackle the ultimate balancing act facing every organization: creating robust AI oversight that moves at the speed of business. From shocking federal court rulings that could force AI companies to retain all user data indefinitely, to the Trump administration's potential overhaul of copyright law, this episode reveals how rapidly the legal landscape is shifting beneath our feet. Gayle breaks down practical frameworks from NIST and Duke University that adapt to...
2025-07-2521 minThe Customer Success PlaybookCustomer Success Playbook S3 E68 - Gayle Gorvett - Who's Liable When AI Goes Wrong?Send us a textWhen AI systems fail spectacularly, who pays the price? Part two of our conversation with global tech lawyer Gayle Gorvett tackles the million-dollar question every business leader is afraid to ask. With federal AI regulation potentially paused for a decade while technology races ahead at breakneck speed, companies are left creating their own rules in an accountability vacuum. Gayle reveals why waiting for government guidance could be a costly mistake and how smart businesses are turning governance policies into competitive advantages. From the EU AI Act's complexity challenges to state-by-state regulatory patchwork, this...
2025-07-1611 minThe Customer Success PlaybookCustomer Success Playbook S3 E67 - Gayle Gorvett - AI Governance EssentialsSend us a textReady to navigate the complex world of AI governance without getting lost in legal jargon? This episode delivers a masterclass in building ethical AI frameworks that actually work for your business. Global tech lawyer and fractional general counsel Gayle Gorvett breaks down the essential guardrails every company needs before diving headfirst into AI implementation. From her work with Duke University's AI working groups to real-world enterprise applications, Gayle reveals why treating AI like the "shiny new toy" without proper governance is a recipe for disaster. Whether you're protecting customer data or safeguarding your...
2025-07-0709 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E66 - Jake McKee - AI Experience DesignSend us a textThe final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relationships, replacement instead of enhancement. This customer success playbook episode demonstrates how successful AI transformation mirrors the digital transformation of the past decade, requiring fundamental changes to business processes, not just technology adoption. McKee's framework for maintaining authentic human connections while scaling AI across enterprise environments provides practical guardrails for companies navigating the complex balance between efficiency and empathy. From addressing AI...
2025-07-0313 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E65 - Jake Mckee - Community VS Data Driven Road MapSend us a textWhat happens when passionate customer feedback clashes with cold, hard data? Jake McKee tackles this age-old product dilemma with wisdom earned from years at Lego and building communities for Fortune 500 brands. This episode of the customer success playbook reveals why treating community building as relationship development—not just feedback collection—transforms how companies balance emotional customer input with analytical metrics. McKee's "everybody goes home happy" philosophy demonstrates how sustainable product decisions emerge when companies design mutually beneficial relationships rather than extracting value from user communities. From scale modeling to high-end fusion restaurants, this conv...
2025-06-2517 minThe Customer Success PlaybookCustomer Success Playbook S3 E 64 - Jake McKee - AI Voice and AI AdoptionSend us a textThe future of AI isn't just about technology—it's about relationships. Jake McKee, renowned as "the community guy," delivers a paradigm-shifting perspective on AI adoption that goes far beyond features and functionality. Rather than getting caught up in the technical capabilities, McKee advocates for designing the emotional connection between humans and AI systems. This customer success playbook episode reveals why the most successful AI implementations focus on relationship design, helping users feel comfortable whether they're interacting with a clearly identified robot or a humanistic assistant. McKee draws from his extensive experience at Lego an...
2025-06-1607 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E63 - AI Revolution in Customer Success: From Chorus to Custom GPTsSend us a textAI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation intelligence tools like Chorus for team coaching and customer context gathering, to emerging platforms like Sturdy that analyze unstructured data across email, Slack, and support tickets to identify churn risks and expansion opportunities. John challenges the overhyped notion that AI will replace CSMs, emphasizing instead how it amplifies human capabilities and enables more strategic engagement. The discussion culminates with an intriguing experiment: using...
2025-06-0811 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E62 - John Huber - Who Should Really Own Upsells and Cross-sells?Send us a textWednesday brings the burning question that divides CS and sales teams everywhere: who should own expansion revenue? John Huber tackles this contentious topic with nuanced insights drawn from his experience managing both dedicated CS-led expansion models and hybrid partnership approaches. Rather than offering a one-size-fits-all answer, John presents a thoughtful framework for determining the optimal structure based on deal complexity, sales cycle length, and organizational maturity. He shares specific examples of successful implementations, including a sophisticated model where CSMs handled straightforward upsells and renewals while account executives managed complex expansion opportunities. The discussion...
2025-06-0409 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E61 - John Huber - Blueprint for Strategic AlignmentSend us a textSummaryThis episode kicks off a compelling three-part series featuring John Huber, founder of Customer Success Architects, who brings two decades of experience building CS functions across five different SaaS companies. The conversation centers on the fundamental question every growing business faces: how do you launch a customer success function that actually drives results? John shares his battle-tested approach, emphasizing the critical importance of aligning CS initiatives with company-wide strategic objectives rather than jumping straight into tactical execution. Through a fascinating case study involving a massive platform transformation...
2025-05-2606 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E60 - Kristen Nolan - How AI Can Strengthen Client RelationshipsSend us a textThe Customer Success Playbook podcast wraps up its enlightening three-part series with Kristen Nolan of Interview Valet by exploring the delicate balance between technology and human connection. In this forward-thinking discussion, Kristen reveals how she leverages AI as a strategic tool while maintaining authentic relationships. From using AI to identify unique client differentiators to employing dictation for efficiency, this episode offers practical ways to harness technology without sacrificing the personal touch. Hosts Roman Trebon and Kevin Metzger guide a conversation that demonstrates how AI can enhance rather than replace meaningful connections in customer...
2025-05-2309 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E59 - Kristen Nolan - Get Out ThereSend us a textThe Customer Success Playbook podcast delivers a thought-provoking exploration of confidence building in this captivating episode featuring Kristen Nolan of Interview Valet. Hosts Roman Trebon and Kevin Metzger guide a discussion that dives into overcoming self-doubt and imposter syndrome. Kristen shares her personal journey from questioning "who cares what I have to say?" to becoming a confident podcast guest who now coaches others. With refreshing honesty about her own struggles and triumphs, she reveals how facing fears head-on can lead to remarkable personal and professional growth.Detailed Analysis
2025-05-2109 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E57 - Elizabeth Harrin - AI Friday Special: Elizabeth Harrin's Guide to Smart Project Management AutomationSend us a textAs artificial intelligence promises to revolutionize project management, many professionals feel caught between excitement and overwhelm. In this AI Friday finale of their three-part series, Kevin Metzger and Roman Trebon explore with Elizabeth Harrin how to harness AI's power without losing the human touch. From security concerns to practical applications, Elizabeth delivers a refreshingly pragmatic approach to integrating AI into your project management toolkit without adding complexity to your already full plate.Detailed AnalysisThe episode begins with a reality check that resonates across industries: despite...
2025-05-1609 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E54 - Katie Smith - How to Use AI in Marketing Without Losing Your Brand VoiceSend us a textIn this final part of the Katie Smith trilogy on the Customer Success Playbook, we enter the brave new world of AI and marketing. Host Kevin Metzger explores the promises and pitfalls of generative tools with Katie, who brings her thoughtful and grounded take on how businesses can embrace automation while fiercely protecting their authenticity. If you’ve ever wondered how to use AI effectively without sounding like a robot, this one’s for you.Detailed Analysis: AI isn't going anywhere—and that's exactly why it's time to get strate...
2025-05-0916 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E52 - Katie Smith - From Stagnation to StrategySend us a textThis episode of the Customer Success Playbook podcast is a breath of fresh Livingston, Montana air. Kevin Metzger sits down with Katie Smith, fractional CMO and founder of Wild Path Consulting, to unpack how strategic marketing and proactive customer listening can transform customer relationships and drive sustainable growth. Katie dives into tactics that ensure continuous customer engagement, especially in volatile markets, and shares actionable insights on how aligning customer feedback with marketing can unlock next-level success.Detailed Analysis: Katie Smith's marketing philosophy is simple but potent: Always keep your...
2025-05-0505 minThe Customer Success PlaybookCustomer Success Playbook S3 E51 - Joe Di Grande - Understand the GoalSend us a textClose out the week with a power-packed episode of the Customer Success Playbook, as Roman Trebon and Kevin Metzger welcome Joe Di Grande for a lively Friday discussion on AI in customer success! Joe shares an honest look at how AI can supercharge your customer success playbook—but only if deployed with clarity and purpose. Learn how to avoid the common pitfall of chasing shiny AI tools without aligning them to your actual goals. From automation to predictive analytics, this episode is a must-listen for forward-thinking CS and product marketing teams....
2025-05-0210 minThe Customer Success PlaybookCustomer Success Playbook PS3 E50 - Joe Di Grande - Your CS Tech StackSend us a textGear up for an energizing discussion on tech stacks and smart scaling! In this midweek episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon welcome Joe Di Grande back to tackle a pressing issue: bloated CS tech stacks. Joe shares why so many organizations fall into this trap and delivers actionable advice on how to avoid or fix it. From building cross-functional committees to starting tech ops planning early, Joe's wisdom is essential for anyone striving to build a lean, mean customer success machine.Detailed Analysis: Joe...
2025-04-3011 minThe Customer Success PlaybookCustomer Success Playbook S3 E49 - Joe Di Grande - Tech TouchSend us a textReady to rethink your approach to customer success without draining your budget? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Joe Di Grande, founder of Joe DE's Tech Touch, to demystify tech touch strategies. Joe shares practical methods for building a tech touch framework even when your data is scattered and your budget is tight. You'll discover how understanding your goals, auditing your current data, and leveraging freemium tools can set the foundation for scalable and impactful customer success initiatives.Detailed...
2025-04-2807 minThe Customer Success PlaybookCustomer Success Playbook S3 E48 - Mary Schmid - AI, Empathy and the Future!Send us a textIn the final chapter of a compelling three-part series on the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon sit down once more with communication strategist Mary Schmid to explore whether artificial intelligence can play a meaningful role in building trust. With AI Fridays in full swing, the conversation veers into uncharted territory: can AI actually help us become better listeners, or are we outsourcing our empathy to machines?Detailed Analysis: AI in customer success is no longer theoretical; it's operational. From onboarding workflows to meeting recaps, AI...
2025-04-2512 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E47 - Mary Schmid - When Empathy Tunes in Trust Turns On!Send us a textStrap in for another riveting episode of the Customer Success Playbook, where empathy isn’t just a buzzword—it’s a business advantage. Hosts Kevin Metzger and Roman Trebon are once again joined by communication maven Mary Schmid, who unpacks the neurological power of empathy and its pivotal role in client trust and loyalty. From the depth of scuba diving to the magic of emotional connection, Mary shares how listening with genuine curiosity can shift even the most transactional relationships into long-term partnerships.Detailed Analysis: In this Wednesday "One Big Qu...
2025-04-2311 minThe Customer Success PlaybookCustomer Success Playbook S3 E46 - Mary Schmid - Listen To Connect not CorrectSend us a text In this high-impact episode of the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon welcome Mary Schmid, MBA, a communication and leadership expert with a passion for rewiring how we listen. Mary reveals how to shift from surface-level exchanges to trust-building dialogues by embracing her "Conversational Edge" framework. Rather than defaulting to advice-giving, Mary urges professionals to pause and lean into connection-first listening. With a foundation in neuroscience, she explains how we unconsciously drop out of conversations every 12 to 18 seconds—and how to stay tuned in. If you think you’re a good...
2025-04-2108 minThe Customer Success PlaybookCustomer Success Playbook S3 E45 - Cairo Marsh - AI and Empathy: Can Technology Truly Understand Your Customer?Send us a textIn this forward-looking Friday edition of the Customer Success Playbook, Cairo Marsh returns to round out his trilogy of episodes with a critical discussion: can artificial intelligence enhance empathy in customer experience, or does it risk eliminating the human touch? Cairo, Roman, and Kevin dive into the real-world uses of AI in sentiment analysis, automation, and service design, exploring when and how AI tools can be customer-centric rather than just cost-centric. From call centers to cultural nuance, this conversation balances optimism with realism.Detailed Analysis: The final installment in...
2025-04-1809 minThe Customer Success PlaybookCustomer Success Playbook S3 E44 - Cairo Marsh - Building Cross-Cultural Customer Connections That StickSend us a textIn this midweek edition of the Customer Success Playbook, Cairo Marsh returns to the mic to explore the layered world of empathetic marketing across cultures. From the Bronx to Tokyo, Cairo's lived experience adds a global lens to his practical insights on designing connection-first marketing strategies. He unpacks how empathy drives retention, not just acquisition, and reveals a three-tiered framework for building brand relationships based on product, brand identity, and social capital.Detailed Analysis: Cairo Marsh is back for part two, and the conversation dives even deeper. What begins...
2025-04-1610 minThe Customer Success PlaybookCustomer Success Playbook S3 E43 - Cairo Marsh - Empathy is the New ROISend us a textThis episode of the Customer Success Playbook welcomes Cairo Marsh, Founder and Executive Partner of Relative, for a thought-provoking conversation on empathy-led marketing. Cairo shares his top tip for organizations seeking to harness empathy as a competitive advantage: focus on value at every touchpoint. From Patagonia's purpose-driven branding to the basics of transactional incentives, Cairo offers real-world examples of brands that resonate by placing customer needs front and center. It's not just marketing—it's relationship building at scale.Detailed Analysis: In this crisp yet powerful episode, Cairo Marsh challenges tr...
2025-04-1406 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E42 - Shep Hyken - AI, Fear, and FrictionSend us a textIn the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intelligence in service.Detailed Analysis: Kevin Metzger and Roman Trebon wrap up the Shep Hyken trilogy with a candid conversation on how AI is both transforming and challenging the customer service landscape. While 68% of customers still prefer phone support...
2025-04-1108 min