Customer Success Talks

Struggling to stay productive as a Customer Success Manager while juggling endless tasks, Slack messages, and urgent requests? In this episode we break down what real productivity looks like for CSMs—and why being busy doesn’t always mean driving impact. Joined by Leslie Venetz, a top 1% B2B sales expert, speaker, and author of Profit Generating Pipeline, we explore how Customer Success profession...

Most CSMs focus on product usage—but real impact comes from understanding the business behind the customer. In this episode of Customer Success Talks, I sit down with Maranda Dyskonski, Chief Customer Officer, to explore how to dig deeper, avoid assumptions, and create real, measurable value for your clients. We cover:- Why vertical SaaS can give deeper insights than horizontal SaaS- How to map cu...

Customer Success isn’t just about relationships anymore—it’s about revenue. If you can’t talk money, you can’t influence outcomes. In this episode of Customer Success Talks, I’m joined by Laura Kightlinger, Customer Success and Financial Acumen expert, to unpack why financial understanding is becoming a must-have skill for modern CSMs—and how it directly impacts churn prevention, growth, and credi...

Customer Success is often described as a people-first role…But what happens when empathy has no boundaries? In this episode, I sit down with Diego Ospina Lopez for a real, honest conversation about the human side of Customer Success — the part that doesn’t always show up in playbooks or frameworks. We explore how strong customer relationships are built on human connection, but also why empathy wit...

Getting your first Customer Success leadership role can feel impossible. Most job descriptions ask for 3–5 years of management experience…but how do you get that experience if no one gives you the first opportunity? In this episode, I sit down with Bhumika Arora to break down how Customer Success Managers can position themselves for their first leadership role — even without the title. This episod...

In today's CSM Quick Lesson with Andrea Rijna Understanding the SPICE model can transform client conversations. This customer-centric approach builds rapport and ensures solutions are tailored to real needs, making clients more receptive to your recommendations. You can find the full conversation below: YouTube - https://www.youtube.com/watch?v=l74HK8xHMM8 Spotify - https://open.spotify.com/ep...

In this episode, we explore intentional leadership a grounded, self-aware way of leading that helps Customer Success professionals navigate stress, prevent burnout, and build healthier habits. I'm joined by leadership coach Norma Serena Hogan and CS leader Olya Kinash , we break down the real challenges leaders face behind the scenes: invisible emotional loads, constant expectations, and the p...

CSM Quick Lesson with Laura Kightlinger. Navigating cultural nuances in the workplace can be tricky with customers but also with colleagues. Laura shares how to address cultural differences, ensuring everyone feels comfortable sharing ideas, regardless of culture. You can find the full conversation below:YouTube -https://youtu.be/F26r0xo05SASpotify - https://open.spotify.com/episode/5G7b9z2Y1D193L...

In this episode, I had a great conversation with Bojan Dimevski, Senior Manager of Customer Success at Cornerstone, who leads an international team across DACH. Bojan shares his journey from CSM to leader, emphasizing how you can lead without a formal title by building influence, personal branding, and trust within your organization. Discover actionable strategies for aspiring leaders in Customer...

CSM Quick Lesson with Marija Skobe-PilleyIn this Quick Lesson, unlock your selling potential as a CSM! Don't think of it as selling—bring value. Learn tactical tips: financial & workflow probing. Understand needs and drive upsells while strengthening trustYou can find the full conversation below:YouTube -https://youtu.be/F26r0xo05SASpotify - https://open.spotify.com/episode/5G7b9z2Y1D193Lb...

In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time. Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance between guidance and autonomy. We dived deep into the realities of managing teams, building trust, nav...

CSM Quick Lesson with Kelley TurnerCustomer success doesn't require a specific background. In fact, the most diverse teams often excel in this role. Professionals from digital marketing, sales, consulting, and even food service bring unique abilities. The key is prioritizing effectively, looking ahead, and understanding the customer's world. Using AI tools like Vitally and ChatGPT can help...

In the fast-paced world of Customer Success, every email counts but how do you make yours stand out in a crowded inbox? In this episode Jen Allen-Kanuth, sales trainer and co-founder of DemandJen, to uncover the psychology and strategy behind writing emails that get real responses. We break down what separates an ignored message from one that drives meaningful conversations from understanding the...

In today's CSM Quick Lesson with Anika Zubair! CSM needs to proactively focus on customer business outcomes, not just product features. By understanding and aligning with customer goals, CSMs drive strategic partnerships and business growth. It is not just about product knowledge; it is about enabling customer success. You can find the full conversation below: YouTube - https://youtu.be/GOSTIG...

In this episode, I had such a real and human conversation with Sandy Yu , founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile. Sandy shares how personal branding begins with identity, self-awareness, and understanding how others...

In today's CSM Quick Lesson with Alexander Grabner-Jarlung you will discover the ABCDO of Storytelling framework that offers a structured approach to using stories effectively in customer success. Each element—Answer, Bounce, Counter, Duo, and Object—provides a unique way to leverage storytelling. By incorporating emotion and anticipation into data presentation, stories make information resona...

In this powerful conversation, Morgan J. Ingram — Founder & CEO of AMP Social and one of the leading voices on personal branding & LinkedIn, joins me to break down what authentic branding really means today. This episode is not about AI — it’s about the mindset, consistency, and authenticity needed to build a brand that people trust. We talk about: - What personal branding actually is - Wh...

In today's CSM Quick Lesson with Greg Daines you will discover that instead of focusing solely on product fixes, prioritize helping customers define and achieve measurable results. Motivate behavior change, demonstrate early wins, and watch how those 'difficult' customers transform into your biggest advocates. You can find the full conversation below:YouTube - https://www.youtube.com/watch?v=tWCuY...

In this episode of Customer Success Talks, we have our good friend Thomas Voigt, Founder of The CS Academy, to explore how frameworks can transform the way Customer Success Managers operate. Thomas introduces the ACE Framework — Activating Value, Cultivating Relationships, and Expanding Revenue — a simple yet powerful structure that helps teams deliver measurable impact across the customer journey...

In today's CSM Quick Lesson with Vicky Kennedy, customer education can't be an afterthought! To scale, connect what your team already knows with what customers need. Listen, gather data, then build... You can find the full conversation below: YouTube: https://youtu.be/fb39GyCVtd0 Spotify - https://open.spotify.com/episode/6Wc5yh82UJkbWT8nln2VFA Linkedin: Vicky Kennedy - https://www.linkedin.com/in...

In this episode, we have the pleasure of having a special guest, Rachel Provan, a seasoned customer success leader, to explore the intersection of psychology and customer success. We discuss the importance of understanding human behavior, the psychological barriers customers face, and how these insights can enhance customer engagement and retention. Rachel emphasizes the need for customer success...

In today's CSM Quick Lesson with Dr. Christopher Phelps, you will discover that authority isn't about boasting, it's about letting others showcase expertise. Motivate action through consistency and commitment, using small steps. Scarcity drives urgency, ethically combined with reciprocity. "People just want to get something off." You can find the full conversation below: YouTube https://youtu.be/C...

In this episode, we had the pleasure to learn from Denny Burda, who explored what it really takes to scale Customer Success effectively. From driving revenue growth to enhancing customer engagement, he unpacks the strategies, tools, and mindsets that help CSMs build scalable, high-performing programs. Denny shares practical insights on leveraging data, experimentation, and collaboration across tea...

In today's CSM Quick Lesson with Marija Skobe-Pille you will discover unlock career potential! Explore how expanding your role, offering solutions, and envisioning long-term goals can lead to advancement. Don't just aim for a 9-to-5; bring value and watch opportunities unfold. 'Bring me solutions, not problems.' You can find the full conversation below: YouTube - https://youtu.be/iTHdf-qYWIY Spoti...

In this episode, I had the pleasure of recording with Bill McGowan—Emmy Award-winning journalist, bestselling author of Speak, Memorably: The Art of Captivating an Audience, and communication coach to leaders at Amazon, Facebook, Uber, LinkedIn, and more. We dive deep into what it really takes to communicate memorably in today’s remote-first business world. From avoiding jargon and filler words to...