CSM Practice - The Customer Success Podcast

Send us Fan Mail Looking to monetize your Customer Success services? Or maybe you already do and want to improve your strategies? Either way, you won't want to miss this podcast episode! Join Adi Aloni, VP of Customer Success at Folloze, as she shares her expertise on creating successful customer success packages. In this podcast episode, you'll get an inside look at: ◽️ Pricing levels...

Send us Fan Mail In this podcast episode, Sean Ruane, the CEO and Founder of Mind Data, discusses the importance of handling technical issues in a timely and effective manner to maintain a positive relationship with customers. He provides valuable insights for customer success managers (CSMs) on how to handle such issues. This episode covers the following topics: Code Red Situations - unexpected o...

Send us Fan Mail This podcast episode introduces 'CS Ladies,' an online community dedicated to empowering women working in the field of Customer Success. The community was co-founded by Diana Rubine, Founding Member & Initiator of CS Ladies, and other powerful women in Customer Success. This video is not only about Diana’s career journey, but also about how she co-founded ‘CS Ladies’...

Send us Fan Mail During this podcast episode, Rapyd's Director of SMB Sales Ops & Enablement, Avner Baruch interviews Irit Eizips on her insights on the significance of customer success as a function and strategy for businesses.  The conversation touched on topics such as the evolution of customer success and how educating the industry on its practices played a crucial role during its ear...

Send us Fan Mail In this podcast episode, Jason Noble, VP Global Customer Success at Vinli, shares his expertise on how organizations can become more customer-centric and ensure that clients are always a top priority in all company processes, operations, philosophy, and mission. Jason explains the importance of a customer-centric strategy in creating a positive customer experience for optimal cust...

Send us Fan Mail In this podcast episode, Richard Harris shares some valuable insights on the essential sales skills that can help boost the success of customer success teams.  As a customer success manager, it's crucial to have a solid understanding of these skills to ensure your team's effectiveness in driving customer satisfaction and loyalty. During this session, you'll learn: H...

Send us Fan Mail In this podcast episode, Guy Galon, provides valuable insights for those building their customer success team. He introduces the 𝐌𝐮𝐥𝐭𝐢-𝐟𝐚𝐜𝐞𝐭𝐞𝐝 𝐂𝐒𝐌 model, which outlines essential skills that CSMs should possess, such as: solid customer-facing experience Proactiveness effective communication skills empathy and the desire to make customers successful.  Additionally, he identifies fo...

Send us Fan Mail Documenting a business process can take many forms. However, coming up with a consistent approach to process documentation brings about many benefits for CS Ops managers. Pedro Candelas, Senior Customer Success Operations Manager at Elastic, is a former industrial engineer. Before becoming a CS OPS manager, he accumulated a decade of professional experience in documenting and opti...

Send us Fan Mail With an impressive background in luxury and heritage retail, Jennifer Yoder decided to transition into the world of software as a Customer Success Manager at Crave Retail.  There is so much to learn from her insights about retail and Customer Success.  In this podcast episode, Jennifer explains how Customer Success is manifested in retail and how these practices can be applied to...

Send us Fan Mail When seeking employment as a Customer Success Manager (CSM), it's important to possess a specific set of skills that would enable one to excel in the role. Hiring Managers typically look for candidates who display these skills. During this podcast episode, the CEO & Founder of Mind Data, Sean Ruane highlighted several key skills as being critical for CSMs. Effective commu...

Send us Fan Mail Switching from a non-profit job to an entirely different industry can be a daunting task, but Liron Kreitman, the Senior Client Success Manager at Abrigo, has successfully made the transition.  Liron's journey from a fundraising director in the non-profit sector to her current role as a Customer Success Manager at a software company is inspiring. She delves into the challenge...

Send us Fan Mail Most Customer Success Managers focus on perfecting the art of creating a success plan in order to maximize value for their customers, increase adoption, and ensure the renewal. In this podcast episode, Senior CSM at BuyerAssist, Dhananjay Tate, shares his perspectives on how he treats his success plans as a MUTUAL undertaking. During the creation of a success plan, DJ aligns himse...

Send us Fan Mail Customer Intelligence tools help identify upsell opportunities and prioritize them based on each account’s historical data. By leveraging customer data in a strategic manner, companies can improve their upsell revenues using artificial intelligence. By using an intelligent data tool, all the information needed by those responsible for upsell revenues can be readily accessible, res...

Send us Fan Mail Customer onboarding, like any other process, needs constant improvement which also means keeping track of the changes  on an a regular basis. That is where the customer onboarding KPIs come in, making timely data-driven decisions is possible. In this podcast episode, Bree Pecci, Customer Success Enablement at ChurnZero, shares a list of customer onboarding KPIs their customers typ...

Send us Fan Mail How does your customer onboarding phase compare against other companies? This podcast episode introduces a Customer Onboarding Maturity Model to help you figure that out in minutes! Among the most important aspects of the Customer Success journey is onboarding. As such, companies should place a significant effort in ensuring the customer onboarding is aligned with best-in-class pr...

Send us Fan Mail Changing roles from an Account Manager to a Customer Success Manager’s position is not a trivial move, as many hiring managers might think.  According to Kathleen Schubach, Director of Customer Success at CluePoints, the two roles have many transferable skills, but there are vast differences between the two. In this interview, Kathleen discusses some of the differences between the...

Send us Fan Mail Both Account Managers and Customer Success Managers play an essential role in building relationships and maximizing value with and from customers, yet their roles are highly distinct. You might probably see some overlaps  between the two roles, but Account Managers and Customer Success Managers have different approaches and responsibilities.  Jeffrey Heckler, Director of Customer...

Send us Fan Mail The role of a strong Customer Success Team becomes even more critical after the economic downturn. Business strategies often change as companies quickly realize the importance of shifting their business model to from product-centric to a customer-centric one. Coping with the new challenge of decreasing renewals and expansions is a reality many companies currently face. However, th...

Send us Fan Mail Hiring a first-time CSM might seem hard at first, but our special guest, Brian Hartley, made it simple by sharing his strategy for hiring Customer Success Managers with no previous industry experience. Most customer success leaders prioritize hiring experienced, high-performing CSMs. However, it has become increasingly difficult to find a Customer Success Manager in recent years....

Send us Fan Mail In customer success, the ability to build impactful relationships with new customers can make a huge difference for a CSM.   This podcast episode will help you do just that!   The first call with new customers is one of the most important meetings a CSM will ever make.   While not all customer welcome calls will be conducted in the same way, there are some things that a CSM can do...

Send us Fan Mail What should compensation plans for Customer Success Managers be? What is the reasonable Customer Success Manager salary to attract the right talent? There are different factors to consider when determining whether customer success managers should be paid a variable or fixed salary. Customer Success compensation plans are also determined by the Customer Success Manager’s location....

Send us Fan Mail How can Customer Success KPIs be used to track and measure the team's performance and efficacy of the customer success program?  The customer success team's job entails myriads of responsibilities. This includes managing the onboarding process, increasing product usage, proactive management of accounts, customer engagements, training, expanding and renewing accounts, and...

Send us Fan Mail In this podcast episode, Dutta Satadip shares what a 90-day CS Executive Plan should look like and why it is crucial for CS executives to secure early wins by building credibility quickly, and earning the trust of customers and colleagues. Whether you're applying for a position or are about to start a new one, you need to know how to build an effective 90-day plan, since the...

Send us Fan Mail In today's competitive market, many people are considering the next step in their current organization or are in search of a new role. They may also be considering entering the customer success profession as a career or wondering what their next steps will be in their customer success careers. Join Irit Eizips, CEO of CSM Practice, and Maranda Dziekonski of Swiftly, as they t...

Send us Fan Mail What Is the Need for a Success Plan in Customer Success? It is just as important to have a success plan for customer satisfaction and delivering success to your customers. Having a customer success plan in place, to prove value to your customers, alleviate their fears, and boost your company's revenue, is essential. “Customer Success Planning is about doing the research on yo...