Customer Success Talks

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.' You can find the full conversation below: YouTube - https://youtu.be/d8XNsK7F-oY Spotify - h...

In this episode of Customer Success Talks, host Bayron Toruño sits down with Chad Horenfeldt, VP of Customer Success and author of The Strategic Customer Success Manager. Together, they explore what it really takes to move beyond firefighting and product support into becoming a strategic advisor customers rely on. You’ll learn: - Why trust and value are the foundations of customer success - How to...

In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every time we meet, we should be delivering value. Customer success hinges on clear communication and valuing client time, not just product delivery. You can find the full conversation below:YouTube - https://youtu.be/vul6RsDzH78Spotify - https://open.spoti...

Starting a new role as a Customer Success Manager in a startup can feel exciting and overwhelming. In this episode, Priscilla Fletcher, Customer Success leader, coach, and founder of Latinos in Customer Success, breaks down how to navigate your first 90 days as a new CSM.She also discusses the importance of prioritization, mentorship, and building influence maps to thrive in fast-paced startup env...

In today's CSM Quick Lesson with Jan Young, we explore the ideal timing, the right person, and the perfect product for expansion. Don't erode trust by selling too aggressively! In other words, nurture relationships pre-sale but focus on needs post-sale. You can find the full conversation below: YouTube - https://youtu.be/63GecVQZ1qE Spotify - https://open.spotify.com/episode/0WE3pzr5cdWmYf...

In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program. You’ll learn: - Wh...

What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys? 🔗Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a FREE pair of AirPods Pro!👉 https://www.vitally.io/demo-airpods In this episode, we’re joined by Vaishali...

In this episode, we dive deep into the psychology of deal-making with neuroscientist and pricing expert Kai-Markus Mueller, co-author of The Invisible Game. What if the key to winning more deals wasn't what you said, but how you framed it? Join us as we explore how consumer psychology, neuroscience, and choice architecture shape negotiations, whether you're closing a new customer, renewing...

We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER. With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success. Andrew and Nav, emphasize the need for organizations to listen to their customers and gather fe...

We welcome back Marija Skobe-Pilley, Customer Success leader, founder of Women in Customer Success, and creator of the Revenue CSM course. 🎯 We dive deep into what it really means to think like a business owner as a Customer Success Manager. From understanding your numbers to breaking the myth that CSMs shouldn't sell, Marija shares tactical ways to build confidence, have commercial conversat...

What happens when a Customer Success Manager starts thinking like a Revenue Manager? In this powerful I had a great conversation with Diego Fernandez Perez De Ponga, CEO of Port Hotels, author of The Art of Revenue, and one of the leading voices in hospitality revenue strategy, to explore how Customer Success teams can borrow high-impact tactics from Revenue Management to drive growth and strategi...

AI is reshaping Customer Success—but are we using it the right way? In this episode, I sit down with Jamie Davidson, CEO and co-founder of Vitally, to dive deep into how AI is being thoughtfully integrated into customer success workflows. Jamie shares the origin story behind Vitally, why his team waited to invest in AI, and the critical balance between automation and human touch. Sponsored by Vita...

This time, we dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success, and how it's reshaping our daily work, customer interactions, and future roles. Today’s guest is Kelly Turner, SVP of Global Customer Success at Vitally.io. Kelley brings a unique perspective on how to lead high-performing CS teams through change. From controller to frontline CSM to...

In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by two seasoned experts: Tamara Kempf, a regional Director of EMEA Customer Success, who brings over 15 years of experience. Ayman Azmy, with 20+ years in service, marketing, pre-sales, and CS operations. Together, they share hard-earned lessons and prac...

Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The se...

Join us on this episode where we dive into the fascinating world of behavioral economics with expert Melina Palmer, an applied behavioral economist, author, and host of The Brainy Business podcast. Melina shares her expertise on how our brains make decisions and how customer success managers can leverage these insights to communicate more effectively and influence customer behavior. In this episod...

In this episode, we dive deep into the art of asking the right questions with special guest Andrea Rijna, trainer, coach, podcast host, and founder of The Power Lab. Andrea shares why listening is one of the most powerful skills in building customer relationships and how great questions unlock not just upsell opportunities but genuine impact for your customers. She introduces the SPICED Framework...

In this episode of Customer Success Talks, Laura Keitlinger, a seasoned customer success leader, to dive into the importance of cultural awareness in today’s globalized workplace. From navigating small talk to understanding hierarchies and giving feedback across cultures, Lara shares her journey of living and working in the US, UK, Singapore, and Portugal. Learn practical tips for building rapport...

In this second episode of our Customer Success Community Special, we shift the focus from building communities to how to truly engage and get value from them. Whether you're looking to network, learn, or contribute, this episode is packed with actionable insights from three inspiring community leaders.🌟 Our Guests:Marija Skobe-Pilley (Founder of Women in Customer Success) – on fostering mentorshi...

Welcome to the first episode of our two-part series on Customer Success Communities! In this episode, we dive deep into what it really takes to build a thriving CS community from inspiration to challenges, and everything in between. Our Guests:Paru Bhandari (Founder of South Asian Success) Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/ Mohammed Alqaq (Founder of Customer Success Mid...

What does value really mean in customer success, and how can you ensure your customers truly experience it? In this episode, Shruti Sharma with 20 years of experience in Customer success, a CS leader and founder of Consult with Shruti joins us to unpack how CSMs can discover, deliver, and demonstrate value at every stage of the customer journey. Shruti shares her strategies for effective discovery...

Startups face unique challenges like limited resources, evolving processes, and the constant need to scale. But how can they build an effective customer onboarding strategy without burning out their teams? Our guest, Taskeen Iqbal, a researcher with a PhD in Customer Success and onboarding, shares insights from her academic studies and interviews with over 50 industry professionals. to uncover ins...

In this episode, we explore how to become a strategic advisor in Customer Success with Annika Zubair, Head of Customer Success at Griffin and host of the Customer Success Pro Podcast with 13 plus years in CS. Learn how to move beyond product expertise and start driving real business impact for your customers. Highlights: - What it really means to be a strategic advisor in CS. - How to shift from r...

In this episode, we dive deep into communication strategies that every Customer Success Manager (CSM) needs to know with public speaking expert Alexander Grabner-Jarlung. From overcoming filler sounds to leveraging storytelling, Alex shares practical techniques to boost your communication skills both in business and life. Highlights:🔑 Common communication mistakes and how to avoid them.🎯 The pow...

In this episode, we dive deep into the world of customer retention with the legendary Greg Daines, also known as "The Churn Doctor." 🌟 With years of experience as a SaaS CEO and customer success leader, Greg shares actionable strategies, shocking insights from his research, and practical tips to reduce churn and drive measurable results. 🎯 Topics Covered: - Why customer satisfaction alone doesn’...