The Customer Success Pro Podcast

Team Workshop: https://bit.ly/4egTU9D Anika Zubair shares practical strategies for customer success professionals to increase visibility, demonstrate impact, and advance their careers by focusing on revenue-driven storytelling and multi-threading within organizations. Chapters 00:00 The Invisible CSM 02:48 Understanding Recognition in Customer Success 05:36 The Importance of Visibility in Career G...

Join RevUP Academy: https://bit.ly/4wRZDuY In this episode, Andrea Kayal, CRO at HelpScout, shares insights on how a small team manages a large customer base, the role of AI in customer support, and strategies for revenue growth through customer success and customer support. Chapters 00:00 Introduction 02:33 Meet Andrea Kale 03:46 Understanding Customer Success at Help Scout 17:07 Segmentation Str...

Book a team workshop: https://bit.ly/4egTU9D In this episode, Anika Zubair dives deep into the importance of effective churn retrospectives in customer success. She shares practical frameworks, common mistakes, and actionable strategies to turn churn analysis into a revenue-driving process. Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn:  ⁠https://www.linkedin.co...

Book a team workshop: https://bit.ly/4egTU9D Anika Zubair shares a comprehensive revenue operating system for quarterly planning in customer success, emphasizing data-driven strategies, segmentation, forecasting, and cross-functional alignment to drive revenue growth and improve confidence in forecasting. Chapters: 00:00 The Shift to Revenue-Focused Customer Success 02:49 Understanding the Revenue...

Book a workshop for your team: https://bit.ly/4egTU9D Cassie Vaughn shares her journey from customer success to AI fluency, emphasizing the importance of AI as a co-pilot, building AI agents, and redefining the customer journey in SaaS. This episode offers practical insights for CS leaders aiming to integrate AI effectively and foster a culture of experimentation and growth. Chapters:00:00 The Jou...

Join RevUP Academy: https://bit.ly/4wRZDuY In this episode, Anika Zubair shares a practical playbook for customer success professionals who want to confidently have commercial conversations about money. Using her Value Bridge framework, she walks through the mindset changes, tactical language, and real customer scenarios that take your role from friendly advocate to revenue-driven trusted advisor,...

Join RevUP Academy: ⁠ https://bit.ly/4wRZDuY In this episode, Anika Zubair explores how customer success professionals can confidently navigate commercial conversations with customers. She highlights common misconceptions, mistakes, and mindset shifts necessary to elevate your role from friendly advocate to strategic revenue driver—without feeling salesy. Chapters: 00:00 - Introduction 01:27 - Why...

Workshops Link: https://www.thecustomersuccesspro.com/team-event In this episode of The Customer Success Pro, Brittany Casey, VP of Customer Success at Disco, shares insights on the power of multi-threading engagements, relationship mapping, and building resilient customer relationships in the evolving SaaS landscape. Discover practical strategies to enhance customer success, leverage internal and...

Book a Team Workshop: https://bit.ly/4mqqgCu On this episode of The Customer Success Pro Podcast, Anika Zubair discusses the impact of AI on customer success roles, emphasizing how AI is transforming workflows, exposing non-strategic tasks, and highlighting the importance of strategic skills for customer success professionals in the AI era. Chapters 00:00 AI's Impact on Customer Success Roles...

Join the FREE Masterclass: https://bit.ly/4mqqgCu In this episode of The Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success as a revenue-generating function, the skills needed for modern CS professionals, and practical strategies to drive growth and renewals. Chapters 00:00 The Evolving Role of Customer Success 09:48 Revenue as a Core Function 19:36 The Shif...

Join the FREE Masterclass: https://bit.ly/4mqqgCu In this episode of the Customer Success Pro Podcast, Julie Fox, Director of Digital and Scaled Customer Success at Highland, shares insights on transforming customer success from reactive to proactive, data-driven revenue forecasting, and building scalable digital CS programs. She discusses signals for early churn detection, effective use of behavi...

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠ This episode explores how customer success teams can proactively manage renewals by focusing on value realization, strategic alignment, and continuous impact storytelling. Learn practical frameworks to improve retention, expand revenue, and build confidence in renewal conversations. Chapters: 00:00 Introduction 04:29...

Check out our team workshops: https://www.thecustomersuccesspro.com/team-event⁠ In this episode, Anika Zubair breaks down how Customer Success professionals should handle discount requests during renewals without panicking or immediately conceding. She explains why discount conversations are rarely about price and usually signal unclear value. Anika shares common mistakes CSMs make, including nego...

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠ In this episode, Anika Zubair interviews Jim Richmond, Chief Customer Officer at Smartling, about how modern Customer Success teams must evolve to stay relevant. Jim shares how his team redesigned QBRs to focus on customer outcomes instead of product metrics, why role specialization helps CS teams scale, and how AI t...

Team Workshops: https://www.thecustomersuccesspro.com/team-event This episode emphasizes the importance of continuous reinforcement in customer success training. It highlights how annual kickoffs, while energizing, are insufficient for sustained behavior change and revenue growth. The host advocates for monthly revenue enablement rhythms, practical skill-building, and consistent practice to achiev...

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠ In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need to move away from traditional check-in calls towards value-driven conversations. She highlights the pressures faced by customer success teams in 2026, the importance of articula...

Check out our team workshops: ⁠https://www.thecustomersuccesspro.com/team-event⁠ In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical importance of creating effective revenue success plans that are actively used throughout the customer journey. She highlights common mistakes made in building these plans, such as creating static documents that are not revisited a...

Check out our team workshops: ⁠https://www.thecustomersuccesspro.com/team-event⁠ In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Natasha Evans, VP of Customer Growth at Hook, about the challenges of proving ROI in customer success when product metrics are lacking. They discuss the importance of value articulation, the role of marketing in customer success, and st...

Check out our team workshops: https://www.thecustomersuccesspro.com/team-event In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need for clarity in roles and outcomes. She highlights the ambiguity that has plagued customer success teams and the pressure they face to demonstrate value. Anika outlines common mista...

Enroll in RevUP Academy: https://thecustomersuccesspro.com/revup In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Alon Ahronberg, VP of Customer Success at Atera. They discuss the transition from a product-led growth model to a sales-led growth model, the importance of redefining customer success roles, and the implementation of proactive customer journeys. Alon s...

Signup for RevUP Academy: https://www.thecustomersuccesspro.com/revup In this episode of the Customer Success Pro Podcast, host Anika Zubair sits down with Emma Lambert, VP of Customer Success at Ably, to discuss the critical role of customer success in driving revenue. They explore how to turn renewals into predictable revenue forecasts, the importance of understanding customer engagement, and th...

Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro podcast, Anika Zubair discusses the critical revenue levers that customer success professionals must master to drive growth and protect their book of business. She emphasizes the importance of moving from a reactive role to a proactive one, focusing on adoption momentum, execu...

Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of shifting from a task-driven mindset to a revenue-focused approach in customer success. She highlights common mistakes professionals make, such as treating their day like a support queue and waiting for sales to dictate upsell o...

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, host Anika Zubair and guest AsAshley Stamps-Lafont discuss the evolving role of customer success within go-to-market strategies. They explore the importance of building relationships, establishing trust, and the necessity of aligning customer success with revenue...

Download the CS Promotion Tracker:   https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkout In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the rapidly changing landscape of customer success and the importance of future-proofing one's career in this field. She outlines key trends, common mistakes professionals make in career planning, and provides a playbook...