Shows
The Daily StandupFROM WFU: When burnout strikesHave you ever forgotten to care about yourself, and how you feel, and how your job MAKES you feel?...no? Well, then you haven't quite fucked up like we have.In this episode, we break down the topic everyone's talking about...burnout:00:00:00 - Leadership is the problem00:02:02 - Fresh perspectives at a new job00:04:28 - Recognizing hidden burnout00:05:40 - Global pressure and job insecurity00:08:19 - Health insurance and overachievement00:11:20 - Speed versus substance00:15:28 - Losing your voice at work00:17:19...2025-06-0328 minWe F*cked Up So You Don't Have ToWe Fucked Up...and burned out | Season 2, Episode 3Have you ever forgotten to care about yourself, and how you feel, and how your job MAKES you feel?...no? Well, then you haven't quite fucked up like we have.In this episode, we break down the topic everyone's talking about...burnout:00:00:00 - Leadership is the problem00:02:02 - Fresh perspectives at a new job00:04:28 - Recognizing hidden burnout00:05:40 - Global pressure and job insecurity00:08:19 - Health insurance and overachievement00:11:20 - Speed versus substance00:15:28 - Losing your voice at work00:17:19...2025-06-0328 min
We F*cked Up So You Don't Have ToWe Fucked Up...and didn't know our numbers | Season 2, Episode 2Have you ever gotten through most of your presentation to the board before you realize your numbers were wrong?...no? Well, then you haven't quite fucked up like we have.In this episode, we're joined by Anika Zubair to chat knowing your numbers:00:00:00 - The boardroom disaster00:03:34 - Peeing yourself in front of the board00:05:40 - What went wrong with the metrics00:08:13 - Living in spreadsheet hell00:10:09 - Getting help with your data00:12:06 - Ask for help, not a miracle00:15:01 - W...2025-05-2740 min
We F*cked Up So You Don't Have ToWe Fucked Up...and baked our documentation halfway | Season 2, Episode 1Have you ever answered the same question over and over? When you could have taken a bit of extra time to write it down to avoid redoing your work?...no? Well, then you haven't quite fucked up like we have.In this episode, we discuss all things documentation:00:00:00 - The horror of half-written SOPs00:01:21 - Reunion in Mississauga00:04:04 - Margarita mayhem and ketchup chips00:06:24 - New job, new role, new challenges00:07:58 - The cost of half-baked process sharing00:10:26 - Documentation as onboarding lifeline2025-05-1333 minThe Daily StandupFROM WFU: When you never take the time to documentHave you ever answered the same question over and over? When you could have taken a bit of extra time to write it down to avoid redoing your work?...no? Well, then you haven't quite fucked up like we have.In this episode, we discuss all things documentation:00:00:00 - The horror of half-written SOPs00:01:21 - Reunion in Mississauga00:04:04 - Margarita mayhem and ketchup chips00:06:24 - New job, new role, new challenges00:07:58 - The cost of half-baked process sharing00:10:26 - Documentation as onboarding lifeline2025-05-1333 minWe F*cked Up So You Don't Have ToWe Fucked Up...and let the customer drive the bus | Episode 16Have you ever let the client tell you they're a special little flower? That your standard processes simply canNOT apply to them?...no? Well, then you haven't quite fucked up like we have.In this episode we welcome Mick Weijers, Founder of Customer Success Snack, to chat how to overcome a know-it-all customer:00:00:00 - Intro00:03:30 - When the customer takes the wheel00:05:59 - Even senior leaders fall for it00:07:49 - Holding your ground in tough calls00:09:06 - The client who knew better (but didn’t)2025-04-0833 minThe Daily StandupFROM WFU: When the customer takes controlHave you ever let the client tell you they're a special little flower? That your standard processes simply canNOT apply to them?...no? Well, then you haven't quite fucked up like we have.In this episode we welcome Mick Weijers, Founder of Customer Success Snack, to chat how to overcome a know-it-all customer:00:00:00 - Intro00:03:30 - When the customer takes the wheel00:05:59 - Even senior leaders fall for it00:07:49 - Holding your ground in tough calls00:09:06 - The client who knew better (but didn’t)2025-04-0833 min
We F*cked Up So You Don't Have ToFROM THE HOTLINE: Cultivating your personal brand | Episode 10Presenting your best self isn't just about the way you dress, talk, or carry yourself anymore.Kristi and Stino share their tips on cultivating the best version of your personal brand online.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:03 - Intro00:02:44 - The shift from company-first to personal-first00:06:27 - The power of sharing failures and lessons00:10:26 - The importance of knowing your why00:16:07 - Confidence, authenticity, and staying real00:20:16 - Handling crit...2025-03-0436 minThe Customer Success HotlineFROM WFU: Features vs. value and making the same mistake twiceDo you know the true value of the product you represent as a customer success manager? Have you ever been caught using a competitor's tool because it was better than your own?...no? Well, then you haven't quite fucked up like we have.In this episode we welcome David Gunn, Vice President of Customer Success at SundaySky, to chat features, value, and making the same mistake twice:00:00:00 - Intro00:02:03 - Owning your mistakes as a CS leader00:04:44 - The email disaster that exposed a flaw00:07:04 - Feature t...2025-02-2534 minWe F*cked Up So You Don't Have ToWe Fucked Up...and confused features with value | Episode 15Do you know the true value of the product you represent as a customer success manager? Have you ever been caught using a competitor's tool because it was better than your own?...no? Well, then you haven't quite fucked up like we have.In this episode we welcome David Gunn, Vice President of Customer Success at SundaySky, to chat features, value, and making the same mistake twice:00:00:00 - Intro00:02:03 - Owning your mistakes as a CS leader00:04:44 - The email disaster that exposed a flaw00:07:04 - Feature t...2025-02-2534 minWe F*cked Up So You Don't Have ToFROM THE HOTLINE: Do not let your petty self win | Episode 9What's the move when your colleague wins big off of a playbook you shared with them?Kristi and Stino weigh the pros and cons of taking the high road, or...letting the pettiness get the best of you.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - The petty vs. professional dilemma00:01:09 - A workplace betrayal or just miscommunication?00:02:12 - When your advice leads to someone else’s win00:05:02 - The ego factor: Why this really stings...2025-02-1819 minWe F*cked Up So You Don't Have ToWe Fucked Up...and let churn surprise us | Episode 14Do you treat every time a customer churns like the end of the world, searching high and low for everything you *could've* done?...no? Well, then you haven't quite fucked up like we have.In this episode we welcome Denny Burda, Chief Customer Officer at River Consultancy, to chat churn:00:00:00 - Intro00:01:07 - First male guest with big ideas00:03:18 - The story of a perfect churn00:12:53 - Budget assumptions and surprise churn00:15:42 - Stakeholder change and shifting priorities00:19:55 - Transparency and learning from c...2025-02-1136 minWe F*cked Up So You Don't Have ToFROM THE HOTLINE: Rethink your AI strategy! | Episode 8AI, AI, AI...Kristi and Stino get the allure. But there are some things to think about while you board the hype train.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:01:23 - The big question: AI or not to AI00:02:24 - AI is making us lazy in CS00:05:26 - Efficiency, not replacement00:08:24 - Learning how to use the tool properly00:10:55 - Misguided AI mandates from leadership00:14:01 - Balancing rela...2025-02-0426 minThe Customer Success HotlineFrom WFU: 🦾 Rise of the (stupid) machinesAre you farming more and more of your daily job out to AI, only to realize you're spending more time than before just holding its hand?...no? Well, then you haven't quite fucked up like we have.In this episode we talk about our journeys through the AI revolution:00:00:00 - Intro00:03:07 - The farmer’s mentality and AI reliance00:03:51 - Blind trust in AI and its risks00:04:52 - AI-generated emails: Overkill or useful?00:06:17 - Lazy habits and losing the spark in CS00:08:16 - Cor...2025-01-2831 minWe F*cked Up So You Don't Have ToWe Fucked Up...and sold out to AI | Episode 13Are you farming more and more of your daily job out to AI, only to realize you're spending more time than before just holding its hand?...no? Well, then you haven't quite fucked up like we have.In this episode we talk about our journeys through the AI revolution:00:00:00 - Intro00:03:07 - The farmer’s mentality and AI reliance00:03:51 - Blind trust in AI and its risks00:04:52 - AI-generated emails: Overkill or useful?00:06:17 - Lazy habits and losing the spark in CS00:08:16 - Cor...2025-01-2831 minWe F*cked Up So You Don't Have ToWe Fucked Up...and underestimated the importance of SMB | Episode 12Do you give more attention to your customers with the household names than you do your small-time companies?...no? Well, then you haven't quite fucked up like we have.In this episode, another guest joins us as we share our struggles with giving preferential treatment:00:00:00 - Intro00:02:08 - Overlooking SMB accounts00:04:34 - The allure of enterprise clients00:06:00 - Reframing SMB value00:09:14 - Lessons from enterprise pitfalls00:13:16 - Melanie’s mid-market insights00:18:41 - The power of customer praise channels00:23:03 - Adj...2024-12-3138 minWe F*cked Up So You Don't Have ToFROM THE HOTLINE: Are you leadership material?Getting promoted into leadership is still the ultimate goal for most. Kristi and Stino challenge the notion and, if you're still interested, tell you what to look out for.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00 - A blonde debut01:57 - Climbing the CS ladder02:30 - Finding your “why” in leadership04:00 - Managing expectations upfront06:16 - Organizational philosophy on CS08:01 - Asking for support as a leader09:14 - Realistic targets and KPIs11:43 - Knowin...2024-12-2421 minWe F*cked Up So You Don't Have ToWe Fucked Up...and avoided the difficult conversations | Episode 11Do you find difficult conversations...too difficult? Like, you just avoid them entirely until shit blows up in your face?...no? Well, then you haven't quite fucked up like we have.In this episode, we welcome a very special guest to talk about her journey with hard convos:00:00:00 - Intro04:00 - Preparing for challenges in new places04:46 - A funny identity mix-up06:43 - Misjudging customer assumptions07:32 - The cost of avoiding hard conversations12:25 - Learning to manage compassionately19:02 - Action-Impact-Do feedback f...2024-12-1741 minWe F*cked Up So You Don't Have ToFROM THE HOTLINE: Rediscover your creativity! | Episode 6You can't always get what you want. And when it comes to CSMing, that almost always means...data worth a damn.Kristi and Stino share tactics for FIGHTING for better data or, in lieu of that, how to still get your point across without it.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:00:55 - Gratitude for 2024’s challenges00:02:38 - Myriam's dilemma: CS without data00:04:35 - Leveraging customer conversations00:06:00 - Inviting others into CS calls00:0...2024-12-1021 minWe F*cked Up So You Don't Have ToWe Fucked Up...and trusted our champion implicitly | Episode 10Have you ever put your success in the hands of your champion, your BFF, your CS soulmate? Only to have them use that trust against you?...no? Well, then you haven't quite fucked up like we have.In this episode, we welcome a very special guest to tell you how to trust but verify:00:00:00 - Intro00:02:20 - When champions become obstacles00:05:00 - Red flags in champion relationships00:08:40 - Trust issues with champions00:11:15 - Strategies to bypass gatekeeping00:14:30 - Building trust early on2024-12-0332 minWe F*cked Up So You Don't Have ToWe Fucked Up...and got way too many resumes | Episode 9Have you ever sent a job application through without reading the job description? Saying you're KEEN to LEARN MORE about a company?...yeah? Well, then you're on Stino's shit list.In this episode, we TRY to tell you how to make each application go further:00:00:00 - Intro00:01:04 - Stino’s frustration with AI-generated resumes00:02:33 - ChatGPT fails: authenticity is key00:05:06 - The power of personalizing applications00:07:09 - Highlighting relevant, accurate experiences00:11:54 - Transferable skills vs. exaggerations00:16:31 - Red flags: too much sel...2024-11-0533 minWe F*cked Up So You Don't Have ToWe Fucked Up...and made our customer feel like a dumbass | Episode 8Have you ever done the exact same training? Twice? For a customer who couldn't understand the software? And made her cry because YOU couldn't understand why she wasn't getting it?...no? Well, then you haven't quite fucked up like we have.In this episode, we help you *remember* that no two customers, and no two trainee, are the same:00:00:00 - The Facebook moms generation00:01:18 - Defining change management challenges00:02:45 - The pitfalls of lacking product expertise00:05:41 - Navigating difficult customer onboarding00:11:54 - Tailoring training to d...2024-09-1025 minWe F*cked Up So You Don't Have ToWe Fucked Up...and got a little too personal | Episode 7Have you ever sent every one of your customers a generic check-in email and been told you're not worth their time? Or creeped your customer out by commenting on a social post they didn't know you saw?...no? Well, then you haven't quite fucked up like we have.In this episode, we help you strike the balance between lazy and stalker vibes:00:00:00 - Survey says00:00:20 - Intro00:01:06 - Boob sweat00:03:14 - Too little personalization: The check-in email fail00:05:08 - The art of customized emails...2024-08-2827 minWe F*cked Up So You Don't Have ToWe Fucked Up...and got taken off an account | Episode 6Have you ever tried to be the superhero and been removed from an account as a result? Or made a mortal enemy of your product manager by making promises to your customers?...no? Well, then you haven't quite fucked up like we have.In this episode, we help draw the line on when, and when NOT, to go it alone:00:00:00 - Losing client trust00:00:14 - Welcome!00:01:03 - Stino’s superhero analogy00:02:14 - Melanie’s first big mistake00:03:30 - Proof of concept gone wrong00:06:17 - Impo...2024-08-1324 minWe F*cked Up So You Don't Have ToWe Fucked Up...and killed an onboarding | Episode 5Have you ever made an onboarding customer cry? Or churn on the same day of their kickoff call?...no? Well then you haven't quite fucked up like we have.In this episode, we break down the do's and the don'ts of onboarding, including:00:00:00 - Avoiding red flags in customer success00:01:11 - Onboarding mishaps to avoid00:03:16 - Trust but verify: handling sales handovers00:05:04 - Always have a checklist!00:05:50 - Preparation: knowing your client’s story00:07:04 - Quit pushing features & listen to priorities00:10:03...2024-07-3026 minWe F*cked Up So You Don't Have ToWe Fucked Up... We didn't keep a Paper TrailWelcome back to "We Fucked Up So You Don't Have To," the podcast that blasts through the chaos with a POW POW POW! This episode is all about the power of keeping a paper trail. Trust us, it's more exciting than it sounds!Melanie and I dive into why having organized notes during customer calls is crucial for top-notch client management and smooth internal communication. Melanie drops knowledge bombs on capturing essential info like client goals and their feelings towards your platform. This isn't just about making your life easier – it's about nailing those internal stakeholder questions an...2024-06-1120 minWe F*cked Up So You Don't Have ToWe F*ucked Up So You Don't Have: Too Friendly for Business? The BFS Trap🎧 New Episode Alert: "Too Friendly for Business? The BFS Trap" 🤝Hey, WFUSYDHT fans! It’s Stino & Melanie here, and boy, do we have a story for you! In this episode, we're diving deep into the pitfalls of becoming BFS (Best Friends with Clients) and how it can boomerang on your business relationships.Join us as we share our own blunders of getting too chummy with clients. I'll tell you about a time when my eagerness to be a "customer happiness manager" completely derailed my focus from what should have been my main goal: driving business value. S...2024-05-0630 minWe F*cked Up So You Don't Have ToWe F*ucked Up So You Don't Have To Renewal EditionWe F*cked Up, So You Don't Have To: Episode 2 - The Renewal Red Flag RumbleUh oh, someone forgot the magic renewal dust! 🪄 In this episode, Melanie & Stino spill the tea about a huge account loss that could have been avoided. Buckle up for a cautionary tale about the importance of being proactive in customer success.Here's the down-low:A promised feature went MIA, leaving a $120,000 client feeling salty and ready to jump ship. ️We're talkin' major red flags ignored, folks. Lesson learned: don't sleep on th...2024-03-1826 minWe F*cked Up So You Don't Have ToWe F*ucked Up So You Don't Have To Communication EditionBuckle up, ‘cause we're diving headfirst into the hilarious (and sometimes cringe-worthy) world of customer success blunders.This inaugural episode is all about the communication minefield we all know and (sometimes unwillingly) love. We'll be spilling the tea (and the lessons learned) on our biggest communication f*ck ups, from sassy retorts to humor gone wrong.Get ready to hear:Stino's anxiety-fueled launch jitters (because who doesn't get nervous, right?)Why finding the right tone and approach with customers is crucial (but not always easy)How St...2024-03-0626 minWe F*cked Up So You Don't Have ToTrailerWelcome to another exciting episode of "We Fucked Up, So You Don't Have To"! Get ready to dive into the wild world of customer success with your hosts, Stino and Melanie. Join them as they peel back the curtain on their own mishaps and triumphs, sharing candid insights and practical advice along the way. Stino, a charismatic Head of Customer Success, brings his unfiltered wisdom to the table, while Melanie, a seasoned Customer Success Manager, offers invaluable career insights. Together, they'll laugh, learn, and navigate the twists and turns of the customer success journey. So buckle up, and let's d...2024-03-0100 min