The Customer Success Pro Podcast

FREE Masterclass - https://www.thecustomersuccesspro.com/masterclass Anika Zubair discusses the real reasons behind missing net revenue retention targets in SaaS, emphasizing system design over talent and providing practical solutions for customer success teams to drive revenue growth. Chapters00:00 Introduction: Why NRR Misses Are Not Talent Problems08:08 The Role of Customer Success in SaaS Grow...

FREE Masterclass - https://www.thecustomersuccesspro.com/masterclass In this episode, Joe De Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment. He shares insights on building scalable, automated customer success programs and the importance of data and human touch. Chapters:00:00 Introduction 03:03 Joe De Gra...

Book a call to discuss a workshop - https://bit.ly/4wEOJbD In this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth. Chapters00:00 Introduction: The problem with churn reporting03:28 Understand...

Book a workshop: https://bit.ly/4wEOJbD Anika Zubair shares a comprehensive guide for new and aspiring VP of Customer Success, focusing on how to manage and improve net revenue retention (NRR) in the first 90 days. She emphasizes the importance of data, systematized processes, and leadership mindset to succeed in a revenue-driven customer success role. Chapters: 00:00 Introduction 09:37 The import...

Join RevUP VIP: https://bit.ly/45Bb9yz In this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch. Connect with Tom Ronen: https://www.linkedin.com...

Book a team workshops: https://bit.ly/4wEOJbD This episode explores how customer success professionals can leverage AI to streamline quarterly business review prep, build compelling value stories, and ultimately drive revenue growth. Anika Zubair shares practical frameworks and tips to transform data analysis into strategic conversations. Chapters 00:00 Introduction to AI in Customer Success03:13...

Book a team workshop - https://bit.ly/4wEOJbD This episode explores how customer success professionals can effectively handle price increase conversations without damaging trust. It covers common mistakes, a proven framing method, and practical tips to protect and grow revenue during renewal discussions. Chapters 00:00 The common fear around price increase conversations 04:22 Value alignment reduc...

Join RevUP Academy: https://bit.ly/4wRZDuY Neil Sparkes, AVP of Customer Excellence at ServiceNow UK&I, has a global mandate to move agentic AI out of the experiment phase and into live production inside heavily regulated enterprises. In this episode he breaks down why efficiency gains no longer land with a CFO, how ServiceNow benchmarks real cost savings before and after agents, and where to...

Book a team workshop: https://bit.ly/4egTU9D Anika Zubair discusses how customer success teams can better articulate their value to drive revenue, avoid being seen as a cost center, and climb the revenue proof ladder through effective storytelling and metrics. Chapters 00:00 Introduction 02:19 The receipts era and the importance of proof in SaaS 03:47 AI's impact on CS activities and the value...

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...