The Customer Success Playbook

Send us Fan Mail Summary: How do you expand into new verticals and regions while still keeping your current customers happy? That’s the one big question we tackle in this episode of the Customer Success Playbook Podcast. Hosts Kevin Metzger and Roman Trebon welcome back Martin Vogel to explore the challenges of scaling a business while maintaining strong customer relationships. Martin shares insig...

Send us Fan Mail Summary: In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Martin Vogel, an executive leader in global customer support and complex hardware-plus-SaaS solutions. They dive deep into the challenges of establishing a scalable, efficient global support framework and ensuring immediate and long-term value for customers. Martin shares...

Send us Fan Mail In this compelling finale of a three-part series, Terinee Pooler explores the transformative potential of AI in Net Promoter Score (NPS) management and customer success strategies. The discussion delves into how AI tools are streamlining customer feedback analysis, automating risk assessment, and enhancing the overall efficiency of customer success teams. From leveraging platforms...

Send us Fan Mail erinee Pooler shares invaluable insights on transforming Net Promoter Score (NPS) feedback into actionable organizational change. The episode delves into practical strategies for ensuring customer feedback drives meaningful improvements across companies. Detailed Analysis The conversation explores several critical aspects of NPS implementation and feedback management: Customer Sen...

Send us Fan Mail In this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement and provides practical guidance on implementing N...

Send us Fan Mail In this compelling conclusion to our three-part series, Eleni Vorvis delves into the transformative role of artificial intelligence in strengthening the partnership between Customer Success and Product Management teams. Discover how AI is revolutionizing customer feedback analysis, product usage tracking, and strategic decision-making in SaaS organizations. Detailed Analysis The d...

Send us Fan Mail This episode dives deep into the intricate relationship between product adoption monitoring and customer success. Eleni Vorvis, a seasoned customer success professional, shares her expertise on implementing effective monitoring strategies and establishing robust feedback loops with product management teams. The discussion explores both quantitative and qualitative approaches to tr...

Send us Fan Mail In this compelling episode of The Customer Success Playbook, Eleni Vorvis, a fractional CS leader and consultant, shares invaluable insights on fostering effective collaboration between Customer Success and Product Management teams. She emphasizes the crucial importance of building strong relationships and understanding mutual goals before diving into feature requests and roadmap...

Send us Fan Mail In this thought-provoking episode, Mike Sabat, Enterprise Account Executive at Twilio, unveils practical strategies for leveraging AI in customer success and account management. He shares groundbreaking approaches to AI implementation, including using it as a virtual coworker and harnessing tools like Google Gemini for comprehensive account research. The discussion reveals how AI...

Send us Fan Mail Summary In this thought-provoking discussion, Mike Sabat from Twilio shares his perspective on the potential convergence of Customer Success Management (CSM) and Account Executive (AE) roles in enterprise technology. The conversation delves into how consumption-based pricing models and increasing product complexity are driving this transformation, with particular emphasis on reven...

Send us Fan Mail In this compelling episode of the Customer Success Playbook podcast, Mike Sabat, Enterprise Account Executive at Twilio, shares his expertise on effectively incorporating upsells into account reviews. He discusses how the increasing complexity of modern products creates opportunities for account managers to deliver additional value through strategic guidance and optimization recom...

Send us Fan Mail In this illuminating discussion, Michael Bernstein from the Atlanta Journal Constitution reveals practical applications of AI in strategic partnership development. Drawing from his experience at AJC, Bernstein explores how artificial intelligence enhances market analysis, streamlines partnership communications, and drives innovative engagement strategies. The conversation provides...

Send us Fan Mail In this compelling episode, Michael Bernstein of the Atlanta Journal Constitution shares his expertise on leveraging strategic partnerships to drive customer success. He reveals how implementing a B2B partnership channel led to remarkable growth, accounting for 25% of AJC's subscription acquisitions within just six months. Through practical examples like the Dancing Goats cof...

Send us Fan Mail In this compelling episode, Michael Bernstein, Senior Partner and Business Development Lead at Atlanta Journal Constitution, shares his expertise on creating successful strategic partnerships. He introduces the innovative concept of "win-win-win" scenarios, emphasizing how partnerships must benefit all three key stakeholders: the organization, partners, and end consumers...

Send us Fan Mail The conversation delves into how AI is reshaping customer success operations, from analyzing customer profiles to enabling personalized micro-learning experiences. Keith Hanks shares valuable insights on leveraging AI for content repurposing, pattern recognition, and operational efficiency, emphasizing how individual CSMs can take initiative with AI tools to enhance their customer...

Send us Fan Mail In this thought-provoking episode of the Customer Success Playbook podcast, Keith Hanks challenges conventional wisdom about customer profiles. He emphasizes the importance of understanding and adapting to actual customer profiles rather than rigidly adhering to ideal customer profiles (ICP). Keith shares valuable insights on establishing effective sales feedback loops, leveraging...

Send us Fan Mail Summary Keith Hanks introduces a groundbreaking perspective on customer profiling by distinguishing between the Ideal Customer Profile (ICP) and what he terms the Actual Customer Profile (ACP). Drawing from his extensive experience in client success and program management, Hanks emphasizes the critical shift that occurs post-contract signing, highlighting how organizations must ad...

Send us Fan Mail In this forward-looking episode, Kevin Metzger delves deep into the transformative potential of AI agents in service delivery. The discussion unveils how AI agents are revolutionizing business processes by breaking down complex tasks into manageable components. Kevin explains the architecture of AI agents, their practical applications in service delivery, and the significant devel...

Send us Fan Mail In this compelling episode of the Customer Success Playbook Podcast, Kevin Metzger presents a transformative perspective on service delivery, framing it as a product rather than just a process. This paradigm shift enables organizations to apply proven customer success methodologies to their service delivery framework, ensuring consistency, scalability, and enhanced value delivery....

Send us Fan Mail In this compelling episode of the Customer Success Playbook Podcast, co-host Kevin Metzger shares his foundational principle for driving team success: the power of clear communication. Drawing from his extensive experience in requirements gathering and project management, Kevin unveils practical strategies for avoiding communication pitfalls and fostering genuine understanding wit...

Send us Fan Mail In this compelling conclusion to our three-part series, Roman Trebon explores the transformative potential of AI tools, particularly ChatGPT, in enhancing customer success team planning and meeting effectiveness. The discussion delves into practical applications of AI for the "Keep, Kill, Start" exercise and meeting optimization, offering tangible strategies for CS leade...

Send us Fan Mail In this dynamic episode of the Customer Success Playbook, Roman Trebon shares essential strategies for maximizing meeting effectiveness in 2025. He addresses the common challenge of calendar congestion and provides actionable frameworks for ensuring meetings deliver real value. From implementing clear agendas to managing attendee lists strategically, Roman offers practical solutio...

Send us Fan Mail In this inaugural episode of Season 3, co-host Roman Trebon introduces the powerful Keep, Kill, Start framework for driving continuous improvement in both personal and professional contexts. This strategic approach helps teams and individuals identify what's working, what needs to be eliminated, and what new initiatives should be implemented for optimal success in 2025. Detai...

Send us Fan Mail Executive Summary In this reflective year-end episode, hosts Roman Trebon and Kevin Metzger look back on their successful second year of the CS Playbook Podcast while unveiling exciting changes for 2025. The discussion highlights their growth journey, reaching broader audiences, and their strategic pivot towards examining customer success through a comprehensive business lens. Det...

Send us Fan Mail In this illuminating episode of the Customer Success Playbook Podcast, Kevin McCahill, founder of MasteryCX, joins hosts Roman Trebon and Kevin Metzger to explore the fundamental role of emotional intelligence (EQ) in customer success. With over 20 years of experience in customer success and leadership, McCahill shares deep insights into how EQ shapes customer relationships, drive...