Your Customer, Your Success

Growth, Complexity, and the Slow Erosion of Client Trust Episode Overview In this solo episode of Your Customer, Your Success , Gary Marra breaks down a pattern many leaders recognize before they can fully explain it: the moment when complexity starts to outpace structure, and client trust begins to weaken. The numbers may still look fine. Revenue may still be holding. KPIs may not yet be flashing...

In this episode of Your Customer, Your Success , Gary sits down with Eleni Vorvis — a fractional customer success leader, executive advisor, and coach with more than 20 years of experience across sales, customer success, leadership, and go-to-market teams. This conversation explores a foundational leadership reality: Executive conversations do not succeed because you know the product best. They su...

In this episode of  Your Customer, Your Success , Gary sits down with  Jon Morris  — founder and CEO of Fiscal Advocate, former founder of Rise Interactive, and a fractional CFO and advisor focused on helping businesses use financial data to grow faster and more profitably. This conversation explores a foundational growth reality: Sustainable growth does not come from tracking more...

Episode Overview In this episode of  Your Customer, Your Success , Gary sits down with Sid Meadows — fractional advisor, founder of Embark CCT, co-founder of The Collaborative Network, and host of The Trend Report. This conversation explores a foundational growth reality: Small businesses don’t win by acting big. They win by going deeper with customers, staying strategically focused, and empo...

Summary In this episode of  Your Customer, Your Success , Gary sits down with Tim Hines — fractional CMO, four-time founder, keynote speaker, and author of  The Marketing Starter . This conversation explores a critical leadership reality: Marketing does not stop at lead generation. Customer success does not begin at onboarding. Alignment between the two is what protects retention and ena...

What if Customer Experience and Employee Experience aren’t separate initiatives at all, but direct reflections of leadership behavior? In this return visit to  Your Customer, Your Success , Kris Wauters joins Gary Marra to explore the deeper truth behind CX, EX, and leadership through the lens of his new book,  The Human Experience: Dancing with the Dragon, Climbing Beyond the Tower . Th...

In this episode, Dannah Vaughan joins me for a grounded conversation about customer success, post-sales execution, and the real cost of losing the human touch in an increasingly automated world. We explore why onboarding has improved while support continues to fail customers, how health scores should guide curiosity rather than dictate decisions, and why legacy customers demand real relationships,...

Building Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey Reynolds Chelsey Reynolds joins  Your Customer, Your Success  for a practical conversation about what it really takes to build growth that lasts. Drawing on her experience leading sales, marketing, and customer success teams through rapid scale, Chelsey breaks down why growth st...

This episode is Part 2 of the 1-Year Anniversary Retrospective for Your Customer, Your Success . Part 1 focused on the fun, signature segments of the show. This episode highlights the best conversations and lessons from year one — featuring Customer Experience leaders, Customer Success leaders, and leadership experts who shared thoughtful, practical perspectives. It’s a reflective, easy listen des...

Episode Description This episode is  Part 1 of our 1-Year Anniversary Retrospective  for  Your Customer, Your Success . Designed as a lighter, holiday-friendly listen, this episode highlights two of the show’s most popular and revealing segments:  Chip Shots  and  Does It Hold Water? While informal by design, these segments consistently delivered some of the most hone...

Episode 36: Job Security, AI, and What Job Candidates Need to Understand Now with Justin Dixon For years, job seekers were told the same story: big companies are safe, startups are risky, and loyalty will protect you. That story no longer holds up. In this episode of  Your Customer, Your Success , I’m joined by Justin Dixon, founder of Hire Tomorrow and host of the Growth Capital Podcast...

In this episode of  Your Customer, Your Success, Gary sits down with Suzanne Smith, a nationally recognized voice on social impact and corporate social responsibility (CSR). Suzanne is the founder and CEO of Social Impact Architects, creator of the Social Trendspotter blog, a TEDx speaker, and a professor of social entrepreneurship, CSR, and ethical leadership&nb...

In this Thanksgiving solo episode, Gary breaks down one of the most fundamental concepts in the culinary world —  mise en place  (“everything in its place”) — and shows how it offers a powerful operating principle for customer experience, client success, and leadership. Using stories from busy kitchens, real-world onboarding challenges, and decades of experience working with complex inst...

Social Media Customer Care: Conversations That Drive CX ROI — with Brooke B. Sellas Guest: Brooke B. Sellas  — Founder & CEO of  B Squared Media , author of  Conversations That Connect , LinkedIn Learning instructor, adjunct lecturer, keynote speaker, and host of the  Social Media CX Podcast . Episode Summary In this episode, Gary sits down with Brooke B. Sellas to discuss...

🎙️ Your Customer, Your Success — Episode 32 Pulling CX Off the Rocks: Fixes, Fundies, and the Future Guest:  JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at  CX on the Rocks Most companies don’t lose customers in one big splash...they lose them in many small, inconsistent ones. In this episode of Your Customer, Your Success, Gary Marra s...

🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human Touch Guest:  Alon Ahronberg, Vice President of Customer Success at Atera In this episode, Gary Marra talks with Alon Ahronberg about how he is applying artificial intelligence to help reshape Customer Success at Atera. Alon explains why his team treats AI not as a cost-cutting tool but as a way to...

In this solo episode, Gary shares his insights on  Managing Relationships  — the mindset and models behind working more effectively with people, especially those who are challenging. Whether you're in Customer Success, leading a team, or navigating cross-functional relationships, understanding human behavior is essential to leading more effectively. Gary walks you through the  OCEAN...

In this episode of  Your Customer, Your Success , host  Gary Marra  sits down with  Alison Dixon , Chief Customer Officer at  Portnox , to explore what customer experience looks like in one of the world’s most high-stakes industries —  cybersecurity . Alison shares how she built Portnox’s CX organization from the ground up, why time-to-value matters more than ticket c...

Summary In this episode, Gary Marra and Chris Hood delve into the concept of Agentic AI, exploring its definitions, misconceptions, and the reality versus the hype surrounding it. They discuss the importance of prompts in AI functionality, the distinction between agentic AI and automation, and the current state of AI applications. The conversation emphasizes the need for realistic expectations reg...

Summary In this episode of  Your Customer, Your Success , Gary Marra sits down with  Amber Monroe , Senior Vice President of Customer Experience at  Paradigm Senior Services . With two decades of leadership in healthcare, Amber has mastered the art of turning complex systems into meaningful relationships that deliver measurable impact. From revenue cycle management and compliance to...

CX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris Wauters Why real change starts with people, not technology — and how leaders can bring everyone on board. In this episode of  Your Customer, Your Success , Gary Marra speaks with Kris Wauters, founder and Managing Director of Gung-Ho Management, about the real drivers of transformation: people, culture, and leade...

Summary In this conversation, Matt Feiner, a transformational CEO with over 30 years of experience, shares insights on leadership, corporate culture, and the importance of listening to employees during times of change. He discusses his journey of taking over a company after a long-standing CEO, the challenges of evolving corporate culture, and the significance of hiring for cultural fit. Matt emph...

Summary In this conversation, Gary Marra speaks with Francie Jain, the founder and CEO of Terrawatt, about the critical role of coaching in organizations. They discuss how Terrawatt operates as a B2B coaching marketplace, emphasizing the importance of psychological safety in fostering employee engagement and reducing turnover. Francie shares insights on the measurable outcomes of coaching programs...

Summary In this solo episode of Your Customer, Your Success, Gary Marra discusses various topics, including the misconceptions surrounding agentic AI, the innovative customer experience strategies of the Savannah Bananas, and a unique approach to golf course management. He emphasizes the importance of understanding AI's limitations, the need for engaging customer experiences, and how to turn poten...

Summary In this conversation, Chris Gillen, CEO of Caller Base AI and author of The Villain Trap, discusses the dynamics of leadership accountability, the impact of blame culture on organizations, and the importance of employee experience in delivering great customer experience. He introduces the concept of the 'Villain Trap,' where leaders often blame others for failures instead of taking account...