Customer Success Talks

In this episode, we dive into the importance of customer journey mapping in building an effective customer success practice. We start by defining what a customer journey map is and why it's essential for a customer success team. Collaboration and alignment across departments are emphasized as key to creating a customer journey map that truly resonates with customers. Tarek shares insights on h...

In today’s episode, we have the honor to have with us Markus Rentsch, CEO of Remark-able and,defenatly, the "Lord of CS Memes" he discusses the evolution of a customer success manager from the old mindset to the new mindset. The conversation highlights the shift in mindsets within the customer success industry, the importance of customer success as a company-wide mindset, and the changin...

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're thrilled to bring you a conversation with the remarkable Jan Young. Jan's and Nav’s insights are not just thought-provoking—they're game-changing. Get ready to be inspired! In this episode go deep into:  Mindset Shift in Customer Success: We explore the critical transition from reactive to proactive approaches in CS. Jan provides insights into proactive tasks that not only enhanc...

In this episode, we're thrilled to welcome Ayman Azmy and Aisha Bajwa, two seasoned professionals in the field of CS. Ayman brings over a decade of experience in leadership, technology, and strategic planning, while Aisha's frontline CS expertise, honed over five years, has seen her excel in building strategic client relationships and managing onboarding and implementation processes. Join...

Join us in this episode, as we explore the dynamic intersection of AI and Customer Success. Joining us today is Mickey Powell, Co-founder of Update AI and author of the ebook "Chat GPT for Customer Success". Discover how AII, is reshaping customer success and how understanding its mechanics can enhance communication. Don't miss this insightful conversation that peels back the layers of AI in Custo...

Join us in our latest episode of the podcast, where we delve into the crucial theme of proactivity in the realm of Customer Success. We are honored to have Akshat Mathur, an expert with a rich background in customer success across IT, education, and Fintech sectors, as our special guest. Accompanying him is our insightful co-host, Nav, who brings his wealth of knowledge and practical tips to the t...

Join us in this insightful episode as we explore personal branding for CSMs. We are privileged to have two extraordinary guests: Ty LaFramboise, a former Submarine Officer in the US Navy turned Customer Success Manager, known for his strategic approach to customer success, and Sally Stoewe, the co-founder of Customer Obsessing Consulting and a champion of customer-centric cultures. In today's...

Special Episode! We are excited to share a special episode with you! Recently, we had the opportunity to attend the Gainsight Pulse Europe 2023 event. In this episode, 10 passionate customer success experts share tips related to attending in-person events. What challenges do people typically face when attending an in-person event? Each guest will answer two questions, which will be drawn from two...

In today's episode, we explore the evolving landscape of Impact Reviews (No more "QBRs"). Joining us is, Jenifer Peters and Kenn Kreutzer, who both bring a wealth of experience and fresh perspectives to this crucial topic. We will focus on: - Redefining QBRs as Impact Reviews: We kick off with a fundamental question: Why is Impact Reviews a more fitting term than QBRs in today's...

In today's episode, we delve into the art of communication with senior stakeholders in customer success. We're thrilled to welcome James Lawson, an award-winning Customer Success leader with over 20 years of experience. The challenges we will cover today are:- Over-Communication Pitfalls: James Lawson shares his insights on avoiding the common trap of over-communicating in the customer success ind...

Join us in this episode as we delve into the world of Customer Success with Irina Vatafu, a seasoned leader with 8 years of experience in customer-facing roles. Irina has not only led Customer Success initiatives but has also been on the front lines as both a leader of CSMs and a CSM herself. In today's conversation, we will explore the concept of Change Management in Customer Success and its impo...

🎙️ Explore Your CS Career 🚀 In this episode of Customer Success Talks, we're delving into the fascinating world of Customer Success careers. Join us as we tackle three crucial challenges that every CS professional faces at some point in their journey: 1. The first step to finding a job is to know the value you, as a CSM, can bring to the organization 2. Tailoring CVs for Success: Learn how to...

In this episode, we delve into the world of "Exploring Digital Customer Success" with our special guest, Alex Turkovic, known for his YouTube channel "Digital Customer Success." As businesses shift towards digital landscapes, customer success strategies are undergoing significant transformations. Tune in as we address key challenges, including implementing digital tools, ensuri...

In the fast-paced world of Customer Success, the initial months of a CSM role can be both exhilarating and overwhelming. How does one strike the right balance between learning and demonstrating immediate impact? How can a new CSM ensure they're on the right path to long-term success? In this episode, we're joined by two seasoned professionals: Bhumika Arora, a customer success career coach...

In this episode, we journey into the heart of creating and cultivating a robust Customer Success (CS) culture. We explore the difference between a customer-centric approach and a full-fledged CS culture, unpacking their individual significance in the business ecosystem. We bring to light the challenges faced by CSMs in their quest to build a CS culture, from the alignment of different departments...

We explore what emotional intelligence means in the context of customer success and why it plays a pivotal role for CSMs. Our conversation extends to the current climate of heightened global emotions and the critical role of customer success representatives in maintaining a neutral and respectful environment. This episode also challenges listeners: how do you balance the pressure of meeting goals...

In this episode of "Customer Success Talks," we have two amazing guests, Sydney, the current VP of Customer Success, and Ben, a recent transitionee from a customer success manager to a team lead. Sydney and Ben share their insights on the challenges and triumphs encountered during their career transitions, especially when stepping into a leadership role for the first time. They also reve...

We delve into the powerful connection between compensation and Customer Success Manager (CSM) performance. With the role of CSM becoming increasingly pivotal in shaping customer experiences and ensuring long-term loyalty, aligning their compensation to their performance has never been more critical. This episode seeks to demystify the various aspects of CSM compensation, from base pay to bonuses,...

In this insightful episode of Customer Success Talks: Real Challenges, Experts Advice, we dive into the world of OKRs. Our expert guests, Aaron Lapierre, a customer success professional, and Theeba, an Implementation Team Manager, share their valuable insights and practical experiences. We explore a fascinating challenge: linking OKRs to a company's revenue. The exchange of ideas offers new pe...

In this episode, we dive into the topic of reducing churn through the power of cross-functional collaboration. We're joined by Lorenzo Serva, a ten-year veteran in the customer success field, who shares his valuable insights and strategies. We discuss the challenges faced by customer success professionals in organizations where different departments influence various stages of the customer journey...