Shows
Your Customer, Your SuccessFrom Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time ManagersEpisode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time ManagersSUMMARYIn this episode of Your Customer, Your Success, Gary Marra sits down with Rachel Provan, founder of Provan Success and host of The Psychology of Customer Success. Rachel shares her journey from a high-performing individual contributor to an overwhelmed first-time manager—and how she leveraged the power of leadership psychology to transform herself and now coach others.In this conversation, Gary Marra and Rachel Provan delve into the intricacies of customer success and leadership. They discuss the importance of hum...2025-05-2855 min
Friday FeelingsEmotional Agility: Adapting with GraceSend us a textLife is unpredictable, but how we navigate change defines our resilience and growth. In this episode of Friday Feelings, we welcome Rachel Provan, leadership expert and founder of the CS Leadership Academy, to dive deep into the power of emotional agility—the ability to pivot, adapt, and thrive even in uncertain times.Together, we explore the psychology behind emotional agility, why resilience often feels uncomfortable, and how rewiring your thoughts can transform your ability to handle challenges. Ra...2025-03-2138 min
The Daily StandupUsing your psychological advantage | Rachel ProvanEpisode 200: Self-described psych nerd Rachel Provan gives the guys some tips.⏱️ Timestamps:00:00:00 - Intro00:01:34 - Psychology’s role in customer success 00:05:07 - Business-oriented empathy explained 00:06:25 - The hidden power of reducing friction 00:08:27 - Psychology and personal motivation 00:11:31 - The mere exposure effect in onboarding 00:13:20 - The three-step strategy for success 00:14:21 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: ht...2025-03-1316 min
Account Management SecretsEpisode 25: Resilience Under Pressure: Tools to Thrive as an Account ManagerDrowning in unrealistic expectations? If “hero mode” feels like your default setting, it’s time for a reset.
Rachel Provan, a customer success leader turned coach, joins Alex Raymond to discuss why so many account managers are expected to operate at peak performance with fewer resources and more demands. She breaks down how to push back effectively, set real priorities, and communicate workload challenges without feeling like you’re making excuses.
This episode digs into the mindset shifts that help account managers move from constantly defending their role to confidently leading client con...2025-02-2141 min
Psychology of Customer SuccessMind Games: Using Psychology to Boost Customer SuccessHave you ever wondered why your customers say they want a result - and then don’t do ANY of the things you tell them to?No, it’s not that they’re lazy or bad-fit customers…You're just not speaking to the way human brains actually work!Join Rachel ProvanJoin Rachel Provan to learn the secrets of how people really make decisions, and how you can use this knowledge to help your customers succeed with your product.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:Why huma...2024-11-1546 min
Grow & TellCustomer Success Leadership with Rachel ProvanNobody prepares you for the jump from CSM to CS leader. But Rachel Provan is trying to change that. Rachel is a customer success leadership coach, helping CS leaders and early-stage companies build customer success strategies and leadership habits that scale.Nobody prepares you for the jump from CSM to CS leader. But Rachel Provan is trying to change that.Rachel is a customer success leadership coach, helping CS leaders and early-stage companies build customer success strategies and leadership habits that scale.She joined Alex to discuss...2024-11-1141 minPsychology of Customer SuccessWhen You’re Promoted Above Your PeersJust got that big promotion and now you're leading your former peers? Feeling overwhelmed by the sudden shift in responsibilities and relationships? It's time to equip yourself with the leadership skills you need to excel in your new role!In this episode, we break down the crucial lessons every new leader needs to learn when transitioning from peer to manager. Drawing from real-world experiences and psychological insights, we'll guide you through the dos and don'ts of this challenging career move.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:- The critical difference between...2024-10-0935 min
Customer Success TalksGetting Customers the Results They Came For | Rachel ProvanIn this power-packed episode, I sit down with the customer success expert Rachel Provan, the founder of Provan Success. With 17 years of experience, Rachel has built a reputation for helping CS leaders develop revenue-generating customer success departments while fast-tracking their careers toward leadership roles. She’s also the host of The Psychology of Customer Success, a podcast exploring the intersection of human behavior, business psychology, and leadership.
She explains why customer success isn’t just about building relationships; it’s about understanding human behavior, motivation, and the psychology of adoption. Rachel shares practical advice on why retention is the...2024-09-2534 minPsychology of Customer SuccessHelping Sells - Mastering the Art of Consultative Customer SuccessHave you ever struggled to get customers to see things your way, even when you know you're right?The problem might be that you're up against some powerful cognitive biases that impact how people process information and make decisions.In this eye-opening episode, Rachel chats with Dan Smaida, author of "The Psychology of Advice" and an expert in using behavioral science to drive better communication and influence.BY THE TIME YOU'LL FINISH LISTENING, YOU'LL DISCOVER:The key cognitive biases that undermine your ability to sell and how to counteract themWhy...2024-08-2847 minPsychology of Customer SuccessOnboard Yourself Like a Leader - The Ultimate 30-day ChecklistAre you starting a new CS leadership role and feeling overwhelmed?Do you want to make a great first impression but don't know where to start?Jump into this episode to discover a step-by-step guide for onboarding yourself in a new CS Leadership role. Learn how to prioritize tasks, build relationships, and how to set yourself up for long-term success while scoring some quick wins.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:The critical actions to take before your first day to start strongHow to...2024-08-1439 minPsychology of Customer SuccessGainsight's Easton Taylor on the Power of Human-First LeadershipAre you struggling to balance business results with employee well-being? Do you wonder how to create a high-performing team while treating them with humanity? It's time to explore the transformative impact of human-first leadership in customer success.Join Rachel Provan as she sits down with Easton Taylor, SVP of Customer Success at Gainsight, to uncover the secrets of creating a thriving, human-centric culture that drives business success.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:What human-first leadership really means beyond the buzzwords, and why it's mo...2024-07-3146 minPsychology of Customer SuccessOutsource Your Brain: Productivity Tools for Customer Success Professionals More customer success leaders than ever report being overwhelmed by the never-ending demands of their careers. Are you? In this episode of Psychology of Customer Success, Rachel reveals her favorite tools designed to help CS leaders stay organized and efficient - even when things are coming at you a million miles an hour! Discover how to build faster knowledge centers, delegate tasks effortlessly, and leverage AI to ensure nothing slips through the cracks. Get practical insights on using tools like Fathom Notetaker and Anthropic’s Claude, offe...2024-07-1741 min
The Customer Success PlaybookCSP S2 E23 - Rachel Provan - Imposter SyndromeSend us a textIn this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger are joined by Rachel Provan, founder and CEO of Provan Success. Rachel, a top 25 customer success leader turned brain-based CS leadership coach, shares her expertise on a pressing issue many professionals face: imposter syndrome.Listeners will gain valuable insights into managing their own imposter syndrome and learn actionable steps to support their teams in navigating these challenges. Rachel's blend of personal anecdotes, professional experience, and practical advice makes this episode a must-listen for anyone in...2024-07-1625 minPsychology of Customer SuccessThe Hidden Cost of Task Switching Do you struggle to stay productive amidst constant task switching? Join Rachel as she delves into the major issue of task and channel switching. Discover what task switching is, why it's a significant problem in the customer success industry, and learn practical tips to minimize its impact. From creating pockets of focus work to batch tasking and surprising tools, Rachel provides actionable strategies to help you achieve better results and feel less exhausted at the end of the day. Chapters: 00:00:00 - Welcome to Psychology of Customer Success 00:01:17 - The...2024-06-2626 min
Digital Business EvolutionHow to Boost Customer Satisfaction and Create Loyalty with Rachel ProvanIn this episode of the Digital Business Evolution Podcast, Jess is joined once again by the fantastic Rachel Provan who is here to share her insights and experiences in the world of business and marketing. Rachel's journey from a corporate tech background to building her own successful coaching business is truly inspiring. We'll be delving into the power of customer engagement, the significance of creating a positive first experience for clients, launching your business, and the value of recognizing small wins. Rachel also provides invaluable tips for building and sustaining a thriving business, along with a sprinkle...2024-06-2056 minPsychology of Customer SuccessThe Secret Weapon for Getting Raises and PromotionsAre you overlooking your biggest accomplishments? Discover a powerful tool to help you track, quantify, and showcase your achievements - the accomplishment tracker. By spending just 15 minutes a week, you can avoid the pitfalls of recency bias and clearly demonstrate the value you bring to your company. Here's what you'll learn: Why we naturally underestimate our own accomplishments and the cognitive biases at playHow to set up an accomplishment tracker using the STAR method to quantify your impactA step-by-step example of calculating the monetary value of process improvementsThe psy...2024-06-1226 minThe Customer Success PlaybookCustomer Success Playbook Season 2 Episode 18 - Week in reviewSend us a textGet ready for an exhilarating episode of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger take you on a journey through the latest buzz in the customer success world.First up, they recount the smashing success of their inaugural Customer Success Playbook Pickleball event. From MVP Dave Ellen's killer serves to Keith Hanks' impressive debut, and the towering presence of Justin Chappelle, this event was packed with excitement and talent. Kevin and Roman discuss the possibility of taking this event nationwide, envisioning a future where customer...2024-06-0509 minPsychology of Customer SuccessWhat it Takes to Make it to Executive LeadershipStruggling to adapt to changes in your CS Leadership Role?Feel like you’re always dealing with problems outside of your control?Join Madelyn DePrey, Global VP of Customer Success at Aircall, as she shares her expertise on rising through the ranks to executive leadership by mastering change, overcoming victim mentality, and learning from sales to enhance customer success strategies. Discover the transformative power of building cross-functional relationships and resilience in this insightful episode.BY THE TIME YOU FINISH LISTENING, YOU’LL LEARN:Effective Strategies for...2024-05-1545 minPsychology of Customer SuccessHow to "Manage Up"Managing up isn't what you think...Do you ever feel like your boss just doesn't "get it"? It's time to get on the same page and rebuild your working relationship from the ground up.This episode breaks down a new perspective on "managing up" that prioritizes collaboration and mutual consideration over power struggles.YOU'LL DISCOVER:What managing up is and what is and what it isn't.10 concrete tactics for managing up effectivelyHow managing your team shows you how to manage upHow gratitude can spark a positive cy...2024-05-0120 min
Sales Therapy by FlowlaCustomer Success Strategies for Startup Growth with Rachel ProvanRachel Provan and Alper Yurder discussed crucial points related to customer success management, the requirement of aligning goals to a customer's expected outcomes, awareness of evolving the customer's journey, options of different communication channels, maintaining healthy boundaries, and anticipating potential mistakes while engaging with customers.2024-04-2443 minPsychology of Customer SuccessThe Loyalty Trap: Are You Fooling Yourself?Are your "best customers" actually as loyal as you think?Or could it just be a matter of convenience?Join me as I talk to the brilliant Ali Cudby and she shares her insightful take on the different levels of customer loyalty, and how we can help get more of our customers to the highest level - the Lucrative Loyal!BY THE TIME YOU FINISH LISTENING, YOU'LL LEARN: The three different tiers of customer loyalty - lazy loyals, limited loyals, and lucrative loyalsHow to identify which t...2024-04-1741 min
Insider Secrets to a Top 100 Podcast with Courtney Elmer | Podcasting Strategy for Business GrowthHere's What Launching a Podcast Looks Like | Rachel ProvanHitting 'publish' on your podcast is one thing, but launching a podcast? It's the difference between your show being virtually invisible to listeners or popping off on the charts and grabbing the attention of your perfect listeners worldwide. But while plenty talk about podcasting's benefits for business growth, few provide a proven strategy for launching a podcast that dominates the charts with bingeworthy content that turns listeners into clients.That’s why I invited full-time business owner and new podcaster Rachel Provan to join me in this episode, so you can see how strategically launching a podcast......2024-04-1217 minPsychology of Customer SuccessThe Psychology of Customer OnboardingIs your onboarding process falling flat? Are you struggling with low adoption rates despite your best efforts? It's time to rethink your approach and consider the psychology behind effective onboarding.Dive into the reason why traditional onboarding methods often fail and what you can do to revolutionize your onboarding process for better customer adoption.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:The crucial difference between implementation and onboarding, and why you should focus on onboarding people, not just softwareWhy long implementation times, one-size-fits-all training, and information overload can sabotage yo...2024-04-1029 minPsychology of Customer SuccessHow to Improve Employee Morale (When You Can't Give Them A Raise!)Is it possible to motivate your team without paying them more?In a time when workloads are doubling and raises are scarce – How can you keep your team motivated - even EXCITED - to give it their all? Money matters - no question about it. But it's only a small piece of what actually impacts job performance. Now I'm not saying to be cheap! Pay your people as well as you possibly can!But if you're getting no wiggle room from the C-Suite on budget - that doesn't have to me...2024-03-2729 minPsychology of Customer SuccessWhy your SMART goals aren't workingLearn about the effectiveness of SMART goals in customer success and explore alternative goal-setting strategies that align with human psychology and brain science, including practical tips on setting and achieving goals that are more motivating, achievable, and relevant to the priorities of CS professionals.Are SMART goals stupid? Do you struggle to stay motivated by SMART goals? Well, there's a reason for that. SMART goals may not always be the best fit for the human brain and creative thinking. We'll dig into how to set goals that resonate with yo...2024-03-2131 minPsychology of Customer SuccessIt's a Trap! (a.k.a. "My CEO LOVES Customer Success")Are You Falling for This Common Misconception About Your CEO's Support for Customer Success?Many customer success leaders believe their CEOs fully support customer success just because they say they do. But what if this belief is based on a misunderstanding?This episode dives into the dangers of assuming your CEO's initial enthusiasm equates to ongoing support and how this can lead to the unexpected loss of your CS department.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:How cognitive b...2024-03-1335 minPsychology of Customer SuccessWhat Your Customers Aren't Telling YouBob London and I discuss the power of Radically Authentic Discovery in customer success, emphasizing deep listening and strategic questioning to uncover true customer insights and drive engagement. Bob shares practical tips and the psychological foundations behind his method, inspiring CS leaders to adopt a more human-centered approach in their conversations.Have you ever been blindsided by a customer churning?It’s not that your health score needs adjusting (again) or that they were being dishonest.You just weren’t asking the RIGHT QUESTIONS...2024-03-0647 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 minPsychology of Customer SuccessThe Language of the Executive SuiteAre you struggling to get your ideas across to the C-suite in your Customer Success role? Do you feel like they just don't see the urgency or importance of your CS initiatives and customer feedback, despite your best efforts?If this sounds familiar, you might be missing a crucial tool in your arsenal: strategic presentations. But it's not just about the slides; it's about understanding the psychology behind effective communication with senior leadership based on their point of viewIn this episode, we dive into the common pitfalls CS leaders face when communicating wi...2024-02-2820 minPsychology of Customer SuccessDealing with Imposter SyndromeIf you're feeling the weight of imposter syndrome in your leadership role, constantly battling with thoughts that you're not good enough, welcome to the club! The pressure to appear perfect, handle everything on your own, and know everything can be overwhelming. Thankfully, none of those things are actually necessary. Let's explore effective strategies to overcome imposter syndrome and step into your role with confidence and authenticity.In this episode, you'll discover:· Overcoming imposter syndrome empowers leaders to thrive authentically. · Embracing vulnerability fosters genuine connections an...2024-02-0727 minPsychology of Customer SuccessYou Don't Know What You Don't KnowWhy You Know Less Than You Think: Cognitive Biases in Customer SuccessJoin me as we explore the Dunning-Kruger effect, a cognitive bias that can impact customer success. Discover how overestimating abilities and misunderstanding customer needs can lead to challenges in the CS field. But what happens when we realize we don't know as much as we thought?Stay tuned to find out.In this episode, you'll discover:How the Dunning Kruger effect impacts your customers so you can tailor your strategies most effectively.T...2024-01-3127 minPsychology of Customer SuccessGiving Negative Feedback Without Destroying MoraleDo you avoid giving negative feedback because you don't want to upset your employees? Do you ever worry they won't like you?You’ll learn why it’s so hard to give negative feedback, what the consequences are for avoiding it, and a proven (Provan?) framework for delivering it in a way that gets results without sending the other person into a shame spiral or being wishy-washy. Takeaways for You:Why the brain goes haywire in these situationsCaring About Employees vs. Being LikedHow to establish psychological safetyT...2024-01-2431 minPsychology of Customer SuccessLet's Talk Failure - and why you need it!Failure happens to all of us. In this episode, we'll delve into the often-feared concept of failure and discover its hidden potential for growth and learning. We'll explore the essential role of mindset, how to differentiate between a fixed mindset and a growth mindset, and uncover sneaky signs that a fixed mindset holding you back in both your personal and professional life. Embrace a fresh perspective on failure, seeing it not as a setback, but as a vital stepping stone to success. Come learn to a...2024-01-1727 min