We F*cked Up So You Don't Have To

🚨 New episode drop: We Fucked Up So You Don’t Have To (#WFUSYDHT) With me 🤝 Melanie This one came from a conversation we’ve both had way too many times. You know that feeling when onboarding is “going well”? The calls are happening, the deck looks clean, timelines are being followed, everyone is nodding along… and yet something feels off. I remember one customer specifically. We were ticking eve...

In the fast-paced world of customer success management, the pressure to retain clients can sometimes lead to less-than-ideal outcomes. In a recent episode of the podcast "We Fucked Up So You Don't Have To," hosts Stino Smet and Melanie Faye delve into the often tricky topic of customer renewals, sharing insights and real-life experiences that highlight the importance of understanding when to let a...

As we welcome the new year, it's time to reflect on the lessons learned from the past and how they can shape our future. In the first episode of 2026 of "We Fucked Up So You Don't Have To Show," hosts Stino Smet and Melanie Faye share their experiences, insights, and a few laughs, emphasizing the importance of understanding customer perception in business. Introduction: Happy New Year! As we step...

In this episode, Melanie Faye and Stino Smet reflect on the tumultuous year of 2025, discussing the challenges posed by AI, the impact of social media on professional identity, and the importance of maintaining human connection in an increasingly automated world. They share personal experiences of over-servicing customers, hiring challenges, and therapeutic journeys, ultimately looking ahead to 20...

In a world where technology continues to reshape our workplaces, the emergence of AI tools like ChatGPT has sparked both excitement and concern, particularly among different generations in the workforce. In this episode of the ‘We Fucked Up So You Don’t Have To’ podcast, hosts Stino and Melanie delve into the challenges faced by customer success managers (CSMs) as they navigate these changes, espe...

Full Show Notes We’re back, babes. Season 2 is here and we’re booked through the end of the year. In this episode, Stino and Mel debrief a spicy refund blow-up (yes, bank fees and all), why “being right” can still cost you credibility, and how to set boundaries when a customer’s tone crosses the line. We also talk about segmenting customers by personality fit , calling people in (not just out), an...

Have you ever forgotten to care about yourself, and how you feel, and how your job MAKES you feel? ...no? Well, then you haven't quite fucked up like we have. In this episode, we break down the topic everyone's talking about...burnout: 00:00:00 - Leadership is the problem 00:02:02 - Fresh perspectives at a new job 00:04:28 - Recognizing hidden burnout 00:05:40 - Global pressure and job insecu...

Have you ever gotten through most of your presentation to the board before you realize your numbers were wrong? ...no? Well, then you haven't quite fucked up like we have. In this episode, we're joined by Anika Zubair to chat knowing your numbers: 00:00:00 - The boardroom disaster 00:03:34 - Peeing yourself in front of the board 00:05:40 - What went wrong with the metrics 00:08:13 - Living in...

Have you ever answered the same question over and over? When you could have taken a bit of extra time to write it down to avoid redoing your work? ...no? Well, then you haven't quite fucked up like we have. In this episode, we discuss all things documentation: 00:00:00 - The horror of half-written SOPs 00:01:21 - Reunion in Mississauga 00:04:04 - Margarita mayhem and ketchup chips 00:06:24 -...

Have you ever let the client tell you they're a special little flower? That your standard processes simply canNOT apply to them? ...no? Well, then you haven't quite fucked up like we have. In this episode we welcome Mick Weijers, Founder of Customer Success Snack, to chat how to overcome a know-it-all customer: 00:00:00 - Intro 00:03:30 - When the customer takes the wheel 00:05:59 - Even seni...

Do you know the true value of the product you represent as a customer success manager? Have you ever been caught using a competitor's tool because it was better than your own? ...no? Well, then you haven't quite fucked up like we have. In this episode we welcome David Gunn, Vice President of Customer Success at SundaySky, to chat features, value, and making the same mistake twice: 00:00:00 -...

Do you treat every time a customer churns like the end of the world, searching high and low for everything you *could've* done? ...no? Well, then you haven't quite fucked up like we have. In this episode we welcome Denny Burda, Chief Customer Officer at River Consultancy, to chat churn: 00:00:00 - Intro 00:01:07 - First male guest with big ideas 00:03:18 - The story of a perfect churn 00:12:5...

Are you farming more and more of your daily job out to AI, only to realize you're spending more time than before just holding its hand? ...no? Well, then you haven't quite fucked up like we have. In this episode we talk about our journeys through the AI revolution: 00:00:00 - Intro 00:03:07 - The farmer’s mentality and AI reliance 00:03:51 - Blind trust in AI and its risks 00:04:52 - AI-gener...

Do you give more attention to your customers with the household names than you do your small-time companies? ...no? Well, then you haven't quite fucked up like we have. In this episode, another guest joins us as we share our struggles with giving preferential treatment: 00:00:00 - Intro 00:02:08 - Overlooking SMB accounts 00:04:34 - The allure of enterprise clients 00:06:00 - Reframing SMB va...

Do you find difficult conversations... too difficult? Like, you just avoid them entirely until shit blows up in your face? ...no? Well, then you haven't quite fucked up like we have. In this episode, we welcome a very special guest to talk about her journey with hard convos: 00:00:00 - Intro 04:00 - Preparing for challenges in new places 04:46 - A funny identity mix-up 06:43 - Misjudging cust...

Have you ever put your success in the hands of your champion, your BFF, your CS soulmate? Only to have them use that trust against you? ...no?  Well, then you haven't quite fucked up like we have. In this episode, we welcome a very special guest to tell you how to trust but verify: 00:00:00 - Intro 00:02:20 - When champions become obstacles 00:05:00 - Red flags in champion relationships 00:08...

Have you ever sent a job application through without reading the job description? Saying you're KEEN to LEARN MORE about a company? ...yeah?  Well, then you're on Stino's shit list. In this episode, we TRY to tell you how to make each application go further: 00:00:00 - Intro 00:01:04 - Stino’s frustration with AI-generated resumes 00:02:33 - ChatGPT fails: authenticity is key 00:05:06 - The p...

Have you ever done the exact same training? Twice? For a customer who couldn't understand the software? And made her cry because YOU couldn't understand why she wasn't getting it? ...no?  Well, then you haven't quite fucked up like we have. In this episode, we help you *remember* that no two customers, and no two trainee, are the same: 00:00:00 - The Facebook moms generation 00:01:18 - Defini...

Have you ever sent every one of your customers a generic check-in email and been told you're not worth their time?  Or creeped your customer out by commenting on a social post they didn't know you saw? ...no?  Well, then you haven't quite fucked up like we have. In this episode, we help you strike the balance between lazy and stalker vibes: 00:00:00 - Survey says 00:00:20 - Intro 00:01:0...

Have you ever tried to be the superhero and been removed from an account as a result?  Or made a mortal enemy of your product manager by making promises to your customers? ...no?  Well, then you haven't quite fucked up like we have. In this episode, we help draw the line on when, and when NOT, to go it alone: 00:00:00 - Losing client trust 00:00:14 - Welcome! 00:01:03 - Stino’s superhero...

Have you ever made an onboarding customer cry? Or churn on the same day of their kickoff call? ...no? Well then you haven't quite fucked up like we have. In this episode, we break down the do's and the don'ts of onboarding, including: 00:00:00 - Avoiding red flags in customer success 00:01:11 - Onboarding mishaps to avoid 00:03:16 - Trust but verify: handling sales handovers 00:05:04 - Always have...

Welcome back to "We Fucked Up So You Don't Have To," the podcast that blasts through the chaos with a POW POW POW! This episode is all about the power of keeping a paper trail. Trust us, it's more exciting than it sounds! Melanie and I dive into why having organized notes during customer calls is crucial for top-notch client management and smooth internal communication. Melanie drops knowledge bom...

🎧 New Episode Alert: "Too Friendly for Business? The BFS Trap" 🤝 Hey, WFUSYDHT fans! It’s Stino & Melanie here, and boy, do we have a story for you! In this episode, we're diving deep into the pitfalls of becoming BFS (Best Friends with Clients) and how it can boomerang on your business relationships. Join us as we share our own blunders of getting too chummy with clients. I'll tell you abou...

We F*cked Up, So You Don't Have To: Episode 2 - The Renewal Red Flag Rumble Uh oh, someone forgot the magic renewal dust! 🪄 In this episode, Melanie & Stino spill the tea about a huge account loss that could have been avoided. Buckle up for a cautionary tale about the importance of being proactive in customer success. Here's the down-low: A promised feature went MIA, leaving a $120,...

Buckle up, ‘cause we're diving headfirst into the hilarious (and sometimes cringe-worthy) world of customer success blunders. This inaugural episode is all about the communication minefield we all know and (sometimes unwillingly) love. We'll be spilling the tea (and the lessons learned) on our biggest communication f*ck ups , from sassy retorts to humor gone wrong. Get ready to hear: Sti...