In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by two seasoned experts: Tamara Kempf, a regional Director of EMEA Customer Success, who brings over 15 years of experience. Ayman Azmy, with 20+ years in service, marketing, pre-sales, and CS operations. Together, they share hard-earned lessons and practical strategies.Key Takeaways:- Success isn’t about feature delivery, it's about delivering outcome...
Jun 25, 2025•43 min
Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The secret to joint accountability: ensuring customers take responsibility for their success while you pro...
Jun 11, 2025•1 hr 10 min
Join us on this episode where we dive into the fascinating world of behavioral economics with expert Melina Palmer, an applied behavioral economist, author, and host of The Brainy Business podcast. Melina shares her expertise on how our brains make decisions and how customer success managers can leverage these insights to communicate more effectively and influence customer behavior. In this episode, Melina breaks down the science of decision-making, explaining how the subconscious (System 1) and...
May 28, 2025•42 min
In this episode, we dive deep into the art of asking the right questions with special guest Andrea Rijna, trainer, coach, podcast host, and founder of The Power Lab.Andrea shares why listening is one of the most powerful skills in building customer relationships and how great questions unlock not just upsell opportunities but genuine impact for your customers. She introduces the SPICED Framework (Situation, Pain, Impact, Critical Event, Decision) — a simple, customer-centric method to structure ...
May 14, 2025•50 min
In this episode of Customer Success Talks, Laura Keitlinger, a seasoned customer success leader, to dive into the importance of cultural awareness in today’s globalized workplace. From navigating small talk to understanding hierarchies and giving feedback across cultures, Lara shares her journey of living and working in the US, UK, Singapore, and Portugal. Learn practical tips for building rapport with customers and colleagues from diverse backgrounds, avoiding cultural missteps, and fostering c...
Apr 30, 2025•45 min
In this second episode of our Customer Success Community Special, we shift the focus from building communities to how to truly engage and get value from them. Whether you're looking to network, learn, or contribute, this episode is packed with actionable insights from three inspiring community leaders.🌟 Our Guests:Marija Skobe-Pilley (Founder of Women in Customer Success) – on fostering mentorship and micro-communities for women in CS. Linkedin: https://www.linkedin.com/in/mspilley/Ejieme Eromo...
Apr 16, 2025•39 min
Welcome to the first episode of our two-part series on Customer Success Communities! In this episode, we dive deep into what it really takes to build a thriving CS community from inspiration to challenges, and everything in between. Our Guests:Paru Bhandari (Founder of South Asian Success) Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/ Mohammed Alqaq (Founder of Customer Success Middle East) Linkedin: https://www.linkedin.com/in/mohammedalqaq/Jan Young (Founder of CX Exchange) Lin...
Apr 09, 2025•45 min
What does value really mean in customer success, and how can you ensure your customers truly experience it? In this episode, Shruti Sharma with 20 years of experience in Customer success, a CS leader and founder of Consult with Shruti joins us to unpack how CSMs can discover, deliver, and demonstrate value at every stage of the customer journey.Shruti shares her strategies for effective discovery, building impactful success plans, and why asking the right questions is the secret to long-term eng...
Mar 26, 2025•36 min
Startups face unique challenges like limited resources, evolving processes, and the constant need to scale. But how can they build an effective customer onboarding strategy without burning out their teams? Our guest, Taskeen Iqbal, a researcher with a PhD in Customer Success and onboarding, shares insights from her academic studies and interviews with over 50 industry professionals. to uncover insights from her academic work and industry interviews.We explore:- The key struggles startups face in...
Mar 12, 2025•47 min
In this episode, we explore how to become a strategic advisor in Customer Success with Annika Zubair, Head of Customer Success at Griffin and host of the Customer Success Pro Podcast with 13 plus years in CS. Learn how to move beyond product expertise and start driving real business impact for your customers. Highlights: - What it really means to be a strategic advisor in CS. - How to shift from reactive support to proactive value creation. - The key questions CSMs should ask to unlock business ...
Feb 26, 2025•39 min
In this episode, we dive deep into communication strategies that every Customer Success Manager (CSM) needs to know with public speaking expert Alexander Grabner-Jarlung. From overcoming filler sounds to leveraging storytelling, Alex shares practical techniques to boost your communication skills both in business and life.Highlights:🔑 Common communication mistakes and how to avoid them.🎯 The power of storytelling to connect emotions with data.✨ How to mix the "Angels and Devils Cocktail" to opt...
Feb 15, 2025•50 min
In this episode, we dive deep into the world of customer retention with the legendary Greg Daines, also known as "The Churn Doctor." 🌟 With years of experience as a SaaS CEO and customer success leader, Greg shares actionable strategies, shocking insights from his research, and practical tips to reduce churn and drive measurable results. 🎯 Topics Covered: - Why customer satisfaction alone doesn’t guarantee retention - The surprising truth about the correlation (or lack thereof) between NPS and...
Jan 28, 2025•34 min
Get ready to kickstart 2025 with actionable insights tailored for Customer Success Managers! In this episode, Thomas Voigt, founder of the CS Academy, shares his predictions for the future of customer success, highlighting essential skills, mindsets, and strategies needed to thrive. Topics include developing a commercial focus, embracing data-driven approaches, practicing system thinking, and leveraging AI to elevate your role. Plus, Thomas shares a valuable discount for his CS Academy courses a...
Jan 15, 2025•46 min
Are you transitioning into customer success or looking to grow in your early career? It starts with mastering the right soft skills! In this episode, Nieves Canada, VP of Customer Success, coach, and speaker join us to explore the vital soft skills needed for success in the ever-evolving world of customer success. Discover why soft skills like curiosity, active listening, and adaptability are critical for building strong customer relationships and driving results. 📌 What You’ll Learn: - Why cur...
Dec 19, 2024•40 min
In this episode of Customer Success Talks, host Byron Toruño explores how to effectively bridge the gap between customer success and product management with expert insights from Delian Visan, a seasoned professional with 15 years of experience in customer-facing roles. Sponsored by Flola, this conversation dives deep into the dynamic relationship between customer success and product management, offering actionable strategies for better alignment. Delia shares her personalized framework for const...
Dec 04, 2024•49 min
In this episode of Customer Success Talks, Nick Morris, Director of Customer Success at Gainsight, explores the power of digital and scalable (SMB and tech touch customers) strategies in Customer Success. Nick shares his unique journey from the beer industry to becoming a leader in the SaaS world, offering valuable insights drawn from seven years of experience in various CS roles. The discussion delves into the evolution of Customer Success, highlighting how organizations can combine digital aut...
Nov 27, 2024•41 min
In today's episode, I had the pressure to talk about Customer Education and how it's interconnected with Customer Success, with Vicky Kennedy, CEO of Echtus and a leading expert in developing customer-focused learning programs. Vicky shares her experience in crafting data-driven, strategic education initiatives that go beyond onboarding, helping organizations drive deeper engagement, higher adoption, and lasting customer loyalty. Vicky brings light to the strategic importance of customer educati...
Nov 20, 2024•43 min
In this episode of Customer Success Talks, we dive into the powerful world of persuasion with expert Dr. Christopher Phelps. With years of experience in teaching professionals the mastery of persuasion, Chris brings a unique blend of hands-on expertise and psychological insight, making him the perfect guide for this essential skill. In Part 1 of our two-part series, Chris explores Dr. Robert Cialdini's 7 principles of persuasion and reveals practical ways customer success managers (CSMs) can app...
Nov 07, 2024•53 min
In Part 2, Dr. Phelps dives deeper into the practical application of persuasion, covering key topics such as: - What Pre-suasion is and how to use it to influence customer behavior - The “Do Nothing” option and its role in decision-making - Effective strategies for overcoming customer resistance to change - How persuasion techniques can be used to drive upselling and increase revenue Tune in to gain valuable tips and learn how to apply these persuasion tactics to your own work! Check Out Flowla ...
Nov 07, 2024•41 min
In this episode I had the pleasure of speaking with Steven Cronin, a customer success leader with over 27 years of experience in the B2B space. We kicked things off by diving into Stephen’s career journey—from his beginnings as a customer support engineer to eventually managing entire post-sales teams, including customer success, support, and professional services. One of the most insightful parts of our conversation revolved around the importance of customer success managers showcasing their im...
Oct 23, 2024•30 min
In this episode, we dive deep into how CSMs can leverage visual resources to enhance customer understanding, drive engagement, and streamline communication. Jay shares the experiences on how implementing visual aids helped reduce meeting times and improve customer onboarding for complex features. We explore real-life examples of using mind maps and visual workflows to explain technical processes and how design plays a vital role in customer perception. Key highlights include: - The effectiveness...
Oct 09, 2024•34 min
In this episode of Customer Success Talks, I had the pleasure of hearing Jay Sanchez’s inspiring story. Thank you, Jay, for opening up and sharing your personal experience with autism, a topic you are deeply passionate about and live with every day. Jay Sanchez is not only a leader in customer success but also a dedicated advocate for neurodiversity and inclusion. Starting from a background in forensic psychology and digital animation to becoming a key player in the customer success field. We di...
Oct 09, 2024•25 min
In this power-packed episode, I sit down with the customer success expert Rachel Provan, the founder of Provan Success. With 17 years of experience, Rachel has built a reputation for helping CS leaders develop revenue-generating customer success departments while fast-tracking their careers toward leadership roles. She’s also the host of The Psychology of Customer Success, a podcast exploring the intersection of human behavior, business psychology, and leadership. She explains why customer succe...
Sep 25, 2024•34 min
Today I'm having an interesting conversation with Prashad "Prash" Jothi, host of the "It All Depends" podcast, a seasoned customer success manager with over four years of experience, and recognized as the 2023 Top Customer Success Manager Strategist by SuccessHacker. We delve deep into the unique challenges and strengths that introverts bring to the customer success field. Prash shares his personal journey of navigating customer interactions, handling different types of calls, and overcoming the...
Sep 11, 2024•36 min
In today's episode "Strategies to Secure Renewals", we dive into the art of renewals with special guest Ramses Bossuyt. With over 15 years of experience in customer experience, Ramses has held positions such as Global VP of Customer Success and Chief Commercial Officer. Now, as the founder of the advisory firm House of Retention, he focuses on helping SaaS companies achieve sustainable growth by reducing churn, building customer success organizations, and scaling operations. During our conversat...
Aug 28, 2024•32 min
Ali Cudby, the founder of AlignMINT Growth Strategies and author of the best-selling book "Keep Your Customers," shares invaluable insights on transforming customer success through her innovative MINT methodology. From her beginnings at the New York Times Planning Group to her strategic roles at Animal Planet TV, Ali's journey is rich with experiences that have shaped her unique perspective on customer loyalty and growth. Key Takeaways: -The importance of listening and acknowledging customers' c...
Aug 13, 2024•32 min
Welcome to another episode of Customer Success Talks: Real Challenges, Experts Advice. I had the pleasure to have an insightful conversation with the great Donna Weber, a world-leading expert in customer onboarding with over two decades of experience. Donna is the author of the must-read book "Onboarding Matters" and offers a master class to help businesses optimize their onboarding processes. In this episode, we dive into the complexities of onboarding, especially when it comes to senior stakeh...
Jul 29, 2024•30 min
In this episode, we're joined by Dillon Young, founder and host of the Lifetime Value podcast. Dillon is a visionary leader in customer success, helping businesses build their brands and improve their post-sales processes. With a wealth of experience in the fintech industry and a knack for making complex topics accessible, Dillon offers invaluable insights that can transform your approach to customer success. Key Takeaways: - Understanding Customer Adoption: Dillon breaks down the enigmatic term...
Jul 16, 2024•39 min
Welcome to another episode of "Customer Success Talks: Real Challenges, Expert Advice." Today, we're diving deep into the world of customer success with our special guest, Rob Zambito. Rob is the founder of Success Scaled, a consulting practice dedicated to helping SaaS startups build scalable, repeatable processes and operations in post-sale and go-to-market functions. In this episode, we cover: - Operationalizing Customer Success: Why it's crucial and how to do it effectively. - Key Metrics: H...
Jul 02, 2024•29 min
In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails. Key takeaways: - Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization. - Core Responsibilities: Learn about the foundational duties of...
May 28, 2024•44 min
