Podcasts about csms

How do you manage 100,000+ renewals or scale AI across thousands of CSMs? CS leaders share how they're tackling their biggest challenges and using technology to drive retention, adoption, and efficiency.In this episode of the [Un]churned Podcast, Josh Schachter sits down with customer success leaders at the 2025 Gainsight Pulse Conference in Las Vegas to explore how they're tackling their biggest challenges - from managing massive renewal volumes to driving adoption at scale. Featuring CS executives from Rockwell Automation, Fleetio, Handshake, Boomi, Dellteck, and SAP, this episode reveals practical strategies for using AI to save time, improve efficiency, and deliver better customer outcomes.What you'll learn:1. How Rockwell Automation's CS team manages 100,000+ annual renewals with 300 team members across 85 recurring revenue products2. Why AI-powered engagement signals are replacing time-based customer outreach3. The importance of building trust in AI-powered insights before teams will adopt them4. How to aggregate and visualize data from multiple systems to tell a coherent story to stakeholders5. Why change management is critical when introducing new product features that alter established workflows6. How relationship-level insights can reveal the full picture of multi-product customer health---Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/---Where to Find the guests:- Angel Rogers - https://www.linkedin.com/in/angel-rogers-leader/- Sean MacPherson- https://www.linkedin.com/in/seanmacpherson- Tiffany Taylor - https://www.linkedin.com/in/tiffany-taylor-learner/- Matt Krebsbach - https://www.linkedin.com/in/matt-krebsbach-694117163/- Charlie Ferraro - https://www.linkedin.com/in/charlesferrao/- Margo Martin - https://www.linkedin.com/in/margomartin-/- Tony Pante - https://www.linkedin.com/in/tony-pante-9b5419/---Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/--- In this episode, we cover:0:00 - Introduction 0:27 - Angel Rogers: Managing 100K renewals at Rockwell Automation5:32 - Sean MacPherson: Aggregating insights from multiple systems9:48 - Tiffany Taylor: Speed up feedback loops and time-to-value14:09 - Matt Krebsbach: Prioritization, delivering outcomes and data enablement 18:47 - Charlie Ferraro: Retention, renewals and efficiency20:35 - From Spidey sense to AI-powered engagement analysis21:47 - Measuring adoption in agentic products22:07 - Margo Martin: Stay ahead with real-time defect alerts25:17 - The value of relationship-level insights26:10 - Tony Pante: Driving adoption across 2,000 CSMs at SAP29:35 - Using AI for translation, content creation, and enablement---Referenced:• Gainsight Pulse Conference: https://gainsightpulse.com/europe/• Rockwell Automation: https://www.rockwellautomation.com/• Fleetio: https://www.fleetio.com/• Handshake: https://joinhandshake.com/• Boomi: https://boomi.com/• Dellteck: https://www.deltek.com/en• SAP: https://www.sap.com/• Staircase AI: https://www.gainsight.com/staircase-ai/• Reef AI: https://www.reef.ai/• Gong: https://www.gong.io/de/• SAP Joule: https://www.sap.com/products/artificial-intelligence/ai-assistant.html

"How Agentic AI Is Replacing Subscription Revenue"Chuck Ganapathi, the CEO of Gainsight & Brett Queener, Managing Director at Bonfire Ventures, who previously ran product at Salesforce and helped destroy Siebel, the company where he and Chuck first met. Together, they've witnessed every major shift in enterprise software over three decades, and they believe the biggest one is happening right now.In this conversation, Brett unveils his forthcoming thesis on "the end of ARR," arguing that agentic AI will fundamentally break subscription business models. When products finally achieve what he calls "product purity", actually doing the job they promise without requiring armies of CSMs, endless onboarding, and quarterly business reviews, the entire economic foundation of SaaS collapses. Chuck and Brett discuss whether this is an existential threat or the evolution the industry has been waiting for.What you'll learn:- Why the "friction gap" between product and value created the entire CS industry- What "product purity" means and why it threatens traditional SaaS economics- How agentic AI fundamentally changes the unit economics of software- Why usage-based pricing is inevitable once products actually work- The product marketing playbook that still matters in an AI-first worldCheck out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/Where to Find the GuestBrett's LinkedIn - https://www.linkedin.com/in/brettqueener/Chuck's LinkedIn: https://www.linkedin.com/in/chuckganapathi/Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/In this episode, we cover:0:00 - Preview & Introduction1:18 - Meet Chuck & Brett3:30 - How Brett and Chuck met at Siebel 9:28 - Transition to Salesforce: destruction of Siebel as a goal14:11 - Changing Nature of Product Marketing in the AI Era18:00 - Systems of Record vs. Systems of Action21:13 - Databases as “lossy” representations of reality29:00 - Brett's thesis: "The End of ARR (And I Feel Fine)"34:28 - How should agentic applications be priced?43:43 - Future Outlook: Market paying premium for top agents47:17 - 10x CSMs enabled by AI agentsReferences:- Brett Queener's blog: https://queener.substack.com/

This week on Minnesota Military Radio join us for an engaging roundtable discussion featuring three Command Sergeants Major from the Minnesota National Guard. We interview the incoming Command Senior Enlisted Leader, joined by two retired CSMs to discuss service evolution, leadership shifts, and NCO advice. Plus, an update from the current Command Senior Enlisted Leader. […] The post Command Sergeants Major Roundtable: Leadership, Legacy, and the Red Bull Spirit appeared first on Minnesota Military Radio.

How Human-Centric AI Frees CSMs for Strategic Work at BMCLeading customer success at a global scale is never easy—especially after a company split. For Sofia Barbosa, this meant steering a leaner team while still supporting hundreds of BMC products worldwide. The challenge: deliver more impact with fewer hands. The solution: build Succedo, an AI platform that reimagined how her team worked. The results spoke for themselves—customer success stories accelerated from months to days, output tripled, escalations dropped, and CSMs finally had time to focus on the strategic work that drives growth.In this episode, Sofia shares the inside story of how she's embedding AI across customer success at BMC. From value summaries and training path recommendations to support prioritization and statements of work, Sofia is proving that AI isn't about replacing people—it's about elevating them. She explains how she manages change, structures her AI teams, and why she believes experimentation (and even failure) is the only way forward.What you'll learn:- How Succedo helped triple the output of customer success stories.- The role of AI in reducing escalations and improving customer sentiment.- How to build specialized AI teams inside a large enterprise.- Why “human in the loop” remains critical in AI adoption.- The mindset shift leaders need to drive AI transformation.Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/Where to Find Sofia: LinkedIn - https://www.linkedin.com/in/sofiabarbosa/Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/In this episode, we cover:0:00 – Preview & Introduction1:40 – Meet Sofia Barbosa (CCO, BMC Software)3:15 – Sofia's promotion and the BMC split6:53 – Why & how Succedo was born11:30 – The impact of using Succedo12:55 – Using AI to create value summaries15:40 – Creating personalized training paths with AI18:35 – AI for support: prioritization and sentiment analysis21:18 – Automating statements of work with AI24:35 – Building “Succedo Forge” and “Succedo Care” teams27:10 – Managing change and team sentiment around AI28:45 – Advice for CCOs driving AI transformationReferenced:- Sofia's post: https://www.linkedin.com/posts/sofiabarbosa_customersuccess-ai-bmc-activity-7366224818586685441-q74P

Ever feel like product, sales, or engineering just doesn't get you, or worse, ignores your most urgent requests? Here's the uncomfortable truth—being amazing with customers isn't enough to get you promoted (or even layoff-proof) in Customer Success anymore.In this episode, I share a powerful, never-talked-about strategy that unlocks rapid career growth for CSMs by making you the secret weapon every department wants on their team. We'll unpack the missing piece of cross-functional collaboration, share the three-step process top CSMs use to become indispensable, and get super tactical about how to make product, sales, and engineering actually want to work with you.By the end, you'll know exactly how to shift from being seen as a “problem-dumper” to a strategic, value-driving partner—transforming how your company sees you and unlocking real career momentum. Want to be the CSM your whole company can't afford to lose? Hit play now and let's dive in.

Text us your questions and thoughts!We're excited to welcome Kelley Turner, whose journey from financial controller to SVP, Global Customer Success at Vitally, defies the traditional career ladder. As she reveals, "My career looked like a squiggle until it all made sense," suggesting that non-linear paths often lead to the richest skill combinations in customer success.Drawing from her finance background, Kelley shares how understanding the business mechanics—tracing a dollar from lead acquisition through revenue recognition—equips CSMs with the authority needed to advocate effectively for customers. This financial fluency transforms both customer conversations and internal business cases.In this episode, we discuss:• Understanding business financials and how money flows through an organization ( & how it empowers CSMs to speak with more authority to customers)• Building "bridges" by helping customers navigate overwhelming amounts of information by providing guided pathways to success• AI adoption and why it requires both "pull" (making it fun and approachable) and "push" (leadership expectations and modeling)• Why diverse backgrounds in CS teams create complementary skill sets that better serve customersReady to transform your approach to customer success? This episode is *the* place to start! So tune in and enjoy!

How Kalpana, our Enterprise CSM, Scaled Her Book of Business by 40% With AIKalpana Krishna Kumar, an Enterprise CSM at Gainsight, and Brady Bloom, Senior Product Manager at Gainsight, join the show to share how they're reimagining customer success with AI. From Kalpana's 40% increase in her book of business to Brady's unlikely journey from child actor to AI trailblazer, this episode is full of surprising stories about scaling, stress relief, and the human side of AI. Together, they reveal how AI is less about automation and more about unlocking the best version of yourself.What you'll learn:1. How Kalpana scaled her accounts by 40% without burning out.2. Why peace of mind is one of AI's most underrated benefits.3. The grassroots AI movement that transformed Gainsight.4. Brady's personal workflow hacks for integrating AI into daily work.5. Why AI isn't replacing CSMs—it's making them stronger.Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/Where to Find Brady Bluhm LinkedIn - https://www.linkedin.com/in/bradybluhm/IMDb - https://www.imdb.com/name/nm0089603/Where to Find Kalpana Krishna Kumar LinkedIn - https://www.linkedin.com/in/kalpana-krishna-kumar/Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/In this episode, we cover:0:00 - Preview1:00 - Meet Brady & Kalpana3:35 - First steps with AI 8:24 - Grassroots AI education at Gainsight10:50 - Scaling book of business by 40% 17:13 - Why AI gives CSMs peace of mind19:01 - Find a meeting recording tool24:34 - Predicting the future of CS25:05 - Building personal AI agents & say goodbye to busy work 35:03 - Closing reflectionsReferenced:- Staircase AI - https://www.gainsight.com/staircase-ai/- Gamma - https://gamma.app/- NotebookLM - https://notebooklm.google/- Claude - https://claude.ai/- Zoom AI Companion - https://www.zoom.com/en/products/ai-assistant/

Think Customer Success networking is just about DMing recruiters or chatting up random CSMs on LinkedIn? That's the biggest myth killing your job search right now. Today, I'm sharing the real reason you're not landing interviews—and it's not what you think.In this episode, I break down exactly why generic networking is a waste of your energy, and reveal a smarter, data-backed approach that gets you noticed by the people who actually make hiring decisions. You'll get the inside scoop on who to target, when to reach out, and precisely what to say so your message cuts through the noise. I'll even share proven, real-world message examples that opened doors for my clients and show you how to do the same, starting this week.By the end of this episode, you'll trade that networking overwhelm for confidence and clarity, knowing how to land interviews faster than ever before.

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer success management. They discuss the shift from traditional customer success roles to a more strategic approach, focusing on business outcomes rather than just product adoption. Chad shares insights from his newly published book, 'The Strategic Customer Success Manager,' and provides frameworks for CSMs to enhance their strategic conversations and relationships with customers. The episode emphasizes the need for CSMs to understand their customers' businesses and to ask the right questions to drive value and outcomes.Chapters:00:00 Introduction 02:52 The Evolution of Customer Success06:01 The Strategic Customer Success Manager08:50 Defining Strategic CSMs11:50 The Importance of Business Outcomes14:47 Frameworks for Strategic Conversations17:42 Managing Up and Building Relationships20:54 Quickfire Questions and Wrap-UpThe CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Chad Horenfeldt:https://www.linkedin.com/in/chadhorenfeldt/https://www.strategiccustomersuccess.com/Chad Horenfeldt is the VP of Customer Success at Siena AI and an award-winning CS leader with over 20 years of experience building high-impact teams at companies like Eloqua (acquired by Oracle) and Kustomer (acquired by Meta). Known for his blend of strategic insight, empathy, and operational excellence, Chad has shaped the careers of hundreds of CSMs and helped define the modern CS profession. He's a founding member of CS Angel, advisor to emerging CS tech, and a longtime advocate for elevating CS into a strategic function.Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

What if the only thing between you and your next Customer Success role is a smarter job search strategy? In this episode, I sit down with Howard, who went from layoff (with a baby on the way!) to landing his dream job at Zoom in just eight weeks, and in the toughest market we've ever seen. He's sharing the raw truth about what actually works, how to get recruiters to notice you, the difference strategic coaching makes, and the resume and interview secrets that put you at the top of the pile—even with hundreds of competitors.You'll leave this episode with a playbook to fast-track your interviews, stand out in a crowded field, and confidently negotiate your next offer. Ready for the strategy other job seekers don't know? Press play and find out exactly how Howard did it and how you can too.

Send us a textIn this episode of Imperfect Marketing, host Kendra Corman welcomes Paul Schmidt, a digital marketing strategist and CRM optimization expert from SmartBug Media. Paul brings a unique perspective to the conversation, having transitioned from a career in music to becoming a full-funnel marketer focused on solving complex customer challenges.Together, they dive into how businesses—especially small to mid-sized ones—can better leverage CRMs and customer marketing to drive real business growth.Common Pitfalls in CRM ImplementationWhy choosing a CRM based on competitors' choices can backfireThe importance of mapping out goals and processes before selecting a toolHow poor data hygiene sabotages CRM successWhy your CRM must reflect where your business is today, not 10 years agoRethinking the Role of CRMThe value of a “single source of truth” for customer dataHow a CRM bridges marketing, sales, and customer successThe cost of fragmented data: lost productivity and missed opportunitiesWhy understanding the customer journey post-sale is just as importantBuilding a Culture Around Customer MarketingWhy most companies underinvest in current customers and social proofHow to shift from new-logo obsession to full-lifecycle marketingThe challenges of measuring customer marketing—and why it's still worth itReal-world strategies to surface and capture meaningful client storiesCreating a Case Study PipelineTreating case studies like a sales process: stages, approvals, publishingHow five-star reviews can feed your customer story engineManaging internal alignment with CSMs and account managers to gather testimonialsWhat to do when clients say “no” to using their logo (hint: anonymize it!)Key Takeaways for Marketers and Business OwnersAlways start with your goals, not the techUse CRM to unify and elevate—not just automateCustomer success stories are marketing gold, but require intention and processEveryone on your team—from sales to support—can contribute to your social proof engineBonus Wisdom: Discovering Your Marketing SuperpowerPaul shares his biggest lesson learned in marketing: the importance of discovering and developing your "superpower"—whether that's SEO, CRM implementation, or AI. He encourages professionals at every stage of their career to become known for something specific, then evolve it over time to stay relevant and valuable.Whether you're just starting with a CRM or ready to scale your customer marketing efforts, this episode is packed with actionable advice to help you make smarter, more strategic decisions.Are you ready to stop phoning in your CRM and start building a foundation for future growth? Tune in now and learn how!Connect with Paul Schmidt:Website: https://www.smartbugmedia.com/LinkedIn: https://www.linkedin.com/in/drumming/Youtube: Looking to leverage AI? Want better results? Want to think about what you want to leverage?Check and see how I am using it for FREE on YouTube. From "Holy cow, it can do that?" to "Wait, how does this work again?" – I've got all your AI curiosities covered. It's the perfect after-podcast snack for your tech-hungry brain. Watch here

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Are you stuck chasing new clients while ignoring the goldmine in your past customer list? Does your agency feast on projects but starve for predictable revenue? Today's featured guest knows what it's like to hit a growth ceiling and being tired of the one-and-done client hamster wheel. He shares how he pivoted his agency after becoming a HubSpot partner, why he turned to project-based work after customer habits changed following the pandemic, and how he got out of the dreaded “no man's land”. Eric Baum is the CEO and founder of Bluleadz, a HubSpot Onboarding and Implementation Agency dedicated to transforming the way companies market, sell, and service their customers through the power of the HubSpot platform. He'll discuss his cash flow challenges, pricing mistakes that almost tanked the business, and how EOS helped him escape “no man's land.” If you're stuck in the fulfillment hamster wheel or scaling past $5M feels like pushing a boulder uphill... listen up. In this episode, we'll discuss: Reinventing his agency as a HubSpot partner. The real scaling struggle: cash flow. Why project-based doesn't mean profitless. Strategic partnerships are the future. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. Accidental Founder, Intentional CEO Back in the Yellow Pages era, Eric was running two service-based franchises and needed a better way to market them. He brought marketing in-house for PPC, SEO, web dev, and that hire didn't just turn things around. It turned into a new business. Fast-forward a few months, and other franchise owners across the country started asking for help. Eric spun that in-house team into an agency, and had 50 clients out of the gate. As many owners before have admitted to, Eric started out charging way too low—$250 to $500/month. “I don't know how I didn't go broke right out of the gate,” he laughs. And if you've ever undercharged in the early days, you'll feel that one deep in your soul. Reinventing the Agency (and Himself) Around HubSpot The turning point came when Eric discovered HubSpot and pivoted Bluleadz to become a certified partner. That's when the “real” agency began, as he started to study the industry and figure out what he had to do to be profitable, take care of his team, and do it without necessarily doing all the sales work all the time. From there, Eric leaned into strategy, profitability, and systems. He stopped trying to be the everything guy and started building an agency that didn't need him in the trenches every day. Fifteen years later, his agency isn't just thriving. It's structured, profitable, and on track to hit 8 figures. Life in “No Man's Land” – The $1M to $5M Plateau After fifteen years in the industry and getting closer to the eight-figure mark, one of the things that most surprised Eric was getting stuck in the ugly middle: the zone between $1M and $5M where a lot of agency dreams go to die. Many call it “no man's land,” and if you've been there, you know the pain. “It was up, down, up, down,” he says. “I'd grow, then lose key employees. Revenue would spike, then tank. I kept asking, ‘What am I doing wrong?'” The answer: a lack of structure. So about nine years ago, Eric implemented EOS (Entrepreneurial Operating System). That gave his agency the foundation it needed—vision, accountability, and a cadence to scale. It didn't fix everything overnight, but it got the business out of reaction mode and into growth mode. The Real Scaling Struggle: Cash Flow Even with all that success, Eric's biggest constraint today isn't clients or talent. It's cash. In the agency world, sometimes you can grow so fast that you can actually outpace your ability to fund it. As Eric explains, “Receivables stack up. You can't hire, build, or invest without the cash reserves in place to hit the down terms.” For instance, just this year his agency was down 20% compared to last year because of all the uncertainty for businesses. Sound familiar? So far, Eric's solution has been airtight payment terms. They moved away from waiting on client deliverables and toward milestone-based billing. They typically charge: 50% upfront 25% after month one 25% at month two or fixed date Not based on deliverables. Based on time. Why? Because waiting on clients kills momentum (and your margin). “We used to wait months to get that final 50%. Now we're often 100% paid before a project is even done.” Moral of the story? Set clear terms and stop letting clients hold your agency hostage. Project-Based Doesn't Mean Profitless If You Structure It Right Five years ago, 85% of Bluleadz's revenue came from retainers. Then COVID hit. Buying behavior shifted fast. Clients wanted results without long-term commitments. So Eric pivoted hard into project work—today, 80–85% of their revenue comes from one-off HubSpot onboarding and implementation projects. That means 50–75 new customers per month, each on 30 to 90-day timelines. The lesson: project-based doesn't have to mean chaos - if you systemize delivery and payment. However, Eric does admit he and his team had been failing to recapture clients for a second or third project. “We were just focused on getting new clients through the door.” Instead of nurturing clients post-delivery, they handed off the project and moved on. Meanwhile, past clients drifted—only to come back a year or two later in total chaos saying, “We lost our HubSpot guy. Can you help?” The opportunity cost was massive. They are currently working on recapturing these relationships. By reselling past clients, his agency could double or triple revenue in a year. The Triple-Team Model: Sales, CSM, Implementation In their efforts to start creating more lifetime value for customers, Eric's agency introduced Customer Success Managers (CSMs)—not just to check in, but to hunt for value. CSMs dig into each client's needs post-project, surface upsell or cross-sell opportunities, and feed them back to the sales team. Now they're farming the base, increasing LTV, and stacking wins without chasing cold leads. This third new role adds a new layer to his team's structure, which he now breaks down as: Salespeople close net-new deals and join key milestone calls.           Implementation Specialists own delivery and are the client's main point of contact. CSMs sit above delivery, watching for success gaps, retention issues, and upsell opportunities. “Salespeople are hunters, not farmers. Trying to make them farm didn't work. So we changed the model.” This layered structure gives clients clarity, keeps teams focused, and ensures no growth opportunity slips through the cracks. Strategic Partnerships Are the Future Another key reason Bluleadz is scaling so quickly is partnerships. They're one of HubSpot's top onboarding partners, and at one point this partnership drove most of his agency's net new leads. More recently, however, as they start to expand their efforts to engage past clients, only 40% of their leads come from HubSpot, while 30% comes from existing customers, and another 30% from their inbound marketing efforts, other strategic partners, and referrals. This makes for a more balanced pipeline: “Inbound, outbound, and strategic partnerships”. Those are the three pillars in the Playbook. You've got ‘em dialed in. As for Eric, he's all in on strategic partnerships, which he considers to be the way of the future. The One Thing Eric Would Do Differently If he could go back and give his younger self advice on agency ownership, Eric would say “Let go faster.” He held on too long to sales, finance, client services… all of it. And every time he finally let go, the agency grew again. Today, Eric has zero departmental responsibilities. His job is vision, strategy, and leadership—and it's paying off. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Customer success professionals are often thrown into the deep end. They are told to act like trusted advisors, which includes driving adoption, building relationships, or uncovering growth opportunities without being given clear instructions or training on what to do.That's why I wrote The Strategic Customer Success Manager — and why I joined a recent webinar with CS Insider to provide some assistance to CSMs. We mainly focused on how to build more trusted relationships with clients and colleagues, and this post distills the key takeaways from that session. It will help you move from task manager to trusted advisor.You're operating as a task master and not even realizing itLet's get real: If your day is filled with sending “just checking in” emails, logging product bugs, or reacting to renewal reminders, you're operating as a task manager.A trusted advisor, on the other hand, earns a seat at the strategic table. Their customers typically don't ignore their messages or meeting requests. Why? Because they bring insights, not just unstructured agendas.The trusted advisor starts with the customer's business, not just their product usage.Three Ways to Uplevel Your Role1. Start with the Company, Not the ProductTypical CSMs say:“I noticed you haven't used Feature X.”Strategic CSMs ask (a Bob London disruptive question):“If your leadership team were sitting around a table, what's the number one priority they would be discussing?”The difference?By trying to understand your customer's business and internal pressures, you position yourself to tie product capabilities directly to business outcomes. And that's where value lives.2. Focus on Impact, Not Just AdoptionAdoption is typically a vanity metric - it doesn't tell the whole story. Just because users are logging in doesn't mean you're making a difference.Ask yourself:* Are we solving the problem they hired us to solve?* Is our solution affecting their key KPIs?* Can they prove ROI internally?Better yet — help them prove it. At Siena, we created an ROI calculator to show savings and outcomes tied directly to our solution. Customers took it and ran straight to their execs with it. It made renewal a non-issue.3. Be Customer + Company CentricBeing customer-centric is a foundational element of being a customer success professional. But being customer and company-centric takes you to another level to the strategic layer.This means:* Bringing well-framed feature requests to the product team, not just a wishlist.* Saying “no” the right way — with alternatives and rationale.* Understanding your company's priorities so you can balance the two worlds.Your product team, sales team, and execs will trust you more. And your customers? They'll thank you for helping them see the big picture. You just need to communicate this in the right way (I go into this more in chapter 17 of the book).Building Trust: The Real DifferentiatorTrust is the foundation of strategic customer success. And it doesn't just come from solving tickets.Here's what it does come from:* Disruptive questions: Ask questions that make you and your customer a bit uncomfortable. In the webinar, I share a story where I ask the question, “Is there anything you hoped I'd ask but didn't?” This leads to an outpouring of information from the customer that helped us secure a two-year renewal.* Extreme ownership: Take responsibility when SNAFUs occur - don't place blame. The customer doesn't care who caused the issue. They just want it resolved. Focus on that and get away from the blame game. Do you really think someone intended to mess up? Probably not. In addition, don't throw other departments under the bus.* Vulnerability: Saying “I need help” — to your colleagues is OK. Asking for assistance isn't demonstrating weakness. It's showing that you're strong enough to admit that you can't handle everything on your own. Being vulnerable also means letting your clients know more about who you are as a person. When you do this, they will do the same and it will deepen your relationship.* Consistency: Follow through on what you commit to. Words are words until you act. If you fail to follow up or show up consistently, you damage trust.* Candor + Care: Saying no, kindly but firmly, when needed. If you've built a strong relationship with your clients, built on value and trust, you've earned the right to push back from time to time. It's not about your customers liking you - it's about achieving their business outcomes. Sometimes the answer is “I'm sorry, but we just can't do that”.You're not their buddy. You're not their therapist (ok, maybe you are). You're their partner. That's what being strategic means.Your Personal Roadmap to Becoming StrategicYou don't become a trusted advisor overnight. Just like your product has a roadmap, you need one too.Start here:* Pick one challenging question (e.g., “From 1–10, what are the chances you'd renew tomorrow?”).* Practice it. Use it with 3 clients this month.* Review responses with your team. What worked? What didn't?* Layer in more strategic techniques from there.And always bring a “golden nugget” to every call — a story, insight, feature, or piece of data that adds unexpected value.Final Thought: It's Not a Title — It's a MindsetBecoming a strategic CSM isn't about waiting for a promotion or new role. It's about how you show up right now.Ask better questions. Prepare deeper insights. Balance your customer's needs with your company's goals. And never forget: you are the differentiator.Let's make “strategic” the new standard.Here is the full video from CS Insider and feel free to ask me questions here. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit chadhorenfeldt.substack.com

Thomas Forstner, VP of People and Talent at Juro, joined us on The Modern People Leader. We talked about building an AI-native company, why HR should own workflows not just the workforce, and how people teams must evolve from playbook followers to visionary architects of the modern org.---- Sponsor Links:

In this episode of Coach2Scale, CoachEm CEO and co-founder Colum Lundt joins host Matt Benelli to unpack a critical but often overlooked reality in sales leadership: frontline managers are the linchpin to scalable growth, yet they're routinely undertrained, overwhelmed, and underleveraged. Colum shares firsthand insights on why simply promoting great reps into management roles isn't working and how the right tools, data, and AI-powered systems can transform managers from reactive deal chasers into proactive skill builders.Listeners will walk away with a clearer understanding of how AI should act as a copilot, not a crutch; the compounding impact of consistent developmental coaching over deal coaching; and how to drive real behavior change in reps without adding more to a manager's plate. If you're a CRO thinking about enablement, productivity, and long-term performance, this episode offers a sharp, no-nonsense look at what's broken and what you can do to fix it.Key Takeaway1. Frontline Managers Are the Most Underdeveloped Yet Most Critical Role in SalesManagers get the least training and the most pressure, yet their influence has the highest ROI, up to 7–8x for every dollar invested.2. AI Should Be a Copilot, Not a ReplacementThe future of sales management lies in AI that augments human leadership by handling prep, surfacing insights, and reducing cognitive overload, not replacing empathy and accountability.3. Developmental Coaching Is What Scales, Not Deal CoachingSkills coaching “between the games” has far more long-term value than reactive deal coaching, which often reinforces short-term thinking.4. Manager Span of Control Has ExplodedThe average frontline manager is managing too many reps with too many tools and no time to coach; CoachEm helps them scale themselves without sacrificing quality.5. Change Fatigue and Tech Overload Are Crushing Sales TeamsEspecially in mid-market, reps and managers are drowning in tools and new initiatives without a clear structure or prioritization, which undermines focus and execution.6. AI-Powered Role Play Is a Breakthrough for Enablement at ScaleCoachEm's integration with Hyperbound lets companies simulate real conversations—both for reps and for managers dramatically improving readiness without needing live trainers.7. CoachEm Makes Performance Coaching Measurable and RepeatableThe platform uses CRM, call transcripts, and behavioral data to show exactly what's working and what's not, down to missed calendar invites that slow deal velocity.8. The Best Reps Still Need Coaching, They Need Different CoachingEven top performers benefit from sharpening specific skills; the right system gives managers the data to coach everyone, not just the squeaky wheels.9. Customer Success Is the Next Frontier for Coaching ExecutionAs more CSMs are pulled into revenue roles, CoachEm is expanding to support upsell, cross-sell, and relationship-building motions as rigorously as sales.10. If You Want to Fix Sales Productivity, Start by Fixing the Manager ExperienceSales cultures that prioritize manager development first see better rep retention, stronger pipelines, and more consistent execution across teams.

Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical metric of Time to Value (TTV) in customer success. She emphasizes the importance of quickly demonstrating value to customers to enhance retention and drive revenue growth. The episode covers common mistakes that customer success managers (CSMs) make that hinder TTV, such as generic onboarding processes and failing to define value with customers. Anika provides actionable strategies to reduce TTV, including defining measurable outcomes, collaborating with internal teams, and using success plans to track progress. The episode concludes with a call to action for listeners to implement these strategies and join the RevUp Academy for further development.Chapters00:00 Introduction to Time to Value in Customer Success02:04 Understanding Time to Value (TTV) and Its Importance05:53 Common Mistakes Sabotaging Time to Value09:43 Strategies to Reduce Time to Value13:56 Practical Examples and Final Tips20:07 Conclusion and Call to ActionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revup#customersuccesspro #podcast #customersuccessmanagerSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

The Joint Readiness Training Center is pleased to present the one-hundredth-and-sixth episode to air on ‘The Crucible - The JRTC Experience.' Hosted by CSM Bill Gallant, the Command Sergeant Major of Ops Group (CSMOG). Today's guests are four seasoned infantry task force command sergeants major. CSM Lucas Young is the TF CSM for Task Force 2 (IN BN) with ten rotations as an Observer – Coach – Trainer and four rotations as a rotational training unit. CSM Bryan Jaragoske is the TF CSM for Brigade Command & Control (BDE HQ) with three rotations as an OCT and five rotations as RTU. CSM Edwards Cummings is the TF CSM for Task Force 3 (IN BN) with nineteen rotations as an OCT and four rotations as RTU. And CSM Robert Absher is the TF CSM for Task Force 1 (IN BN) with four rotations as an OCT and eight rotations as RTU. In this episode of ‘The Crucible,' the conversation centers on the evolving and enduring role of noncommissioned officers (NCOs) in infantry warfighting during large-scale combat operations (LSCO). The discussion highlights how NCOs are stepping up in planning processes—especially in course of action development—providing ground truth from the field, validating feasibility, and integrating fire and maneuver. NCOs' battlefield experience enables them to shape planning guidance, refine timelines, and ensure plans account for realistic sustainment, movement, and transition conditions. The panel underscores the importance of rehearsals and timelines, the application of fieldcraft, camouflage, deception, and understanding terrain—not just through mapping, but through hands-on analysis and feedback. The episode also explores how infantry NCOs are central to managing the fight during transitions, supporting fire planning, and leading security zone operations.   A recurring theme is the necessity of blending technological advancement with mastery of fundamentals. The speakers caution against overreliance on tech like ATACs or drones without maintaining proficiency in basic soldiering skills such as map and compass navigation or patrolling under load. The conversation moves through sustainment challenges, especially medical evacuation, logistics discipline, and terrain management, offering best practices like rehearsing casualty evacuation and involving junior leaders in sustainment planning. Ultimately, the discussion affirms that well-trained, thinking NCOs—those who know the commander's intent and can adapt when the plan breaks—are vital to combat effectiveness. Leadership, initiative, and the ability to bridge modernization with the realities of the battlefield form the cornerstone of successful infantry operations in LSCO.   Part of S03 “Lightfighter Lessons” series.   For additional information and insights from this episode, please check-out our Instagram page @the_jrtc_crucible_podcast.   Be sure to follow us on social media to keep up with the latest warfighting TTPs learned through the crucible that is the Joint Readiness Training Center.   Follow us by going to: https://linktr.ee/jrtc and then selecting your preferred podcast format.   Again, we'd like to thank our guests for participating. Don't forget to like, subscribe, and review us wherever you listen or watch your podcasts — and be sure to stay tuned for more in the near future.   “The Crucible – The JRTC Experience” is a product of the Joint Readiness Training Center.

Are your customers ghosting your QBR invites? Let's be real… every CSM has faced the dreaded silence or worse, the wrong people showing up. But here's the ugly truth leadership never told you. It's not your QBR's timing, your agenda, or your follow-ups. It's that your meetings are about you, not your customer.In this episode, I break down the single biggest mistake 99% of CSMs make with their QBRs and hand you my simple 3-step framework to flip the script—from ignored invites to strategic sessions your customers actually want to attend. We'll dig into exactly what to research, how to reframe your outreach, and the one pro move that gets even busy execs leaning in. Craving the kind of executive buy-in that accelerates renewals, expansions, and your own career? Hit play, because everything you've learned about QBRs is about to change, starting now!

Text us your questions and thoughts!We sit down with Lara Barnes, Chief Customer Officer at Crownpeak and a champion of authentic leadership, to unpack the true meaning of goal setting, resilience, and growing your career with purpose.With over 25 years of experience in high-growth, customer-centric tech companies, Lara has led global Customer Success teams at Microsoft, Facebook, Oracle, and Sitecore. She shares her rise from senior director to SVP to CCO, offering insight into the unique challenges women face in corporate settings and the critical roles of perception, sponsorship, and values in career advancement.Lara opens up about navigating corporate politics, embracing vulnerability, and becoming a people-first leader grounded in heart, clarity, and courage. She reveals the mindset shifts that helped her succeed while staying true to herself, and how goal setting became a powerful catalyst for transformation.We also explore her personal mission-turned-passion project in functional neurology, inspired by her journey to help her son overcome learning and behavioral challenges. What began as a search for answers has evolved into a purpose-driven venture, now helping hundreds of families thrive.You'll discover:How showing up as your authentic self builds trust and impactWhat functional neurology is and how Lara helps bring a sparkle of hope to parents and childrenThe value framework, and how will it change the way CSMs are operatingHow to develop your leadership style and lead with heart Playbook to building your path to leadership (& the golden trio: Evidence, Perception and Sponsorship)Don't miss this enlightening conversation!

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of negotiation skills for customer success managers (CSMs). She discusses how CSMs often overlook their negotiation role, leading to missed opportunities for renewals and upsells. Anika outlines common mistakes CSMs make during negotiations, such as lack of preparation, over-explaining, and avoiding directness. She introduces a four-step framework for strategic negotiation, focusing on preparation, leading with a clear starting point, framing around value, and using silence effectively. The episode aims to empower CSMs to become confident negotiators and strategic partners in their customer relationships.Chapters:00:00 The Power of Negotiation in Customer Success15:43 Common Mistakes in Negotiation27:53 Framework for Strategic NegotiationConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey.As businesses expand, there are more customers to support and the same amount of time in each day. That means customer success teams face the challenge of ensuring clients derive maximum value from products or services at scale. This growth can make providing consistent one-to-one support, particularly to smaller customers, increasingly difficult.To strategically support its expanding customer base, monday.com introduced office hours — scheduled sessions where small groups of customers receive live training from a customer success manager (CSM), followed by dedicated time for questions and answers.Listen for the informative insights of Samantha David, digital customer success program manager at monday.com, as she shares valuable insights on how office hours complement monday.com's traditional customer success approaches. Learn how monday.com leverages customer segmentation and data-driven insights to deliver tailored support at scale, and discover best practices for CSMs looking to implement similar digital content strategies in their own organizations.Visit our website to learn more about TELUS Digital.

According to research from G2, 63% of buyers like to be introduced to new products or solutions. So how can you effectively equip reps to sell your new offerings so they can turn that interest into real business impact? Shawnna Sumaoang: Hi, and welcome to the Win-Win podcast. I’m your host, Shawnna Sumaoang. Join us as we dive into changing trends in the workplace and how to navigate them successfully. Here to discuss this topic is Danica Bangert, the senior director of revenue enablement at ProducePay. Thank you for joining us, Danica. I’d love for you to tell us about yourself, your background, and your role. Danica Bangert: Thanks Shawnna for having me. It’s great to be here to talk through this subject. I think it’s very relevant in today’s world and especially in this world of AI and new things that are always coming for a lot of our go-to market reps. But like you mentioned, I’m the senior director of revenue Enablement at Produce Pay. I spent the last decade. In, you know, high growth SaaS companies like Zendesk, like Gong, and now kind of in the FinTech world, in the produce industry, where I get to kind of bring a, I would say, more modern enablement strategy to a very traditional industry, which is unique. And I’m really passionate about enablement in general, having come from the individual contributor side, having done sales and now moved to the enablement world. So love scaling, you know, sales teams and sales enablement teams with, for me, a lot of it’s around frameworks. A lot of it’s around consistency, messaging, and you know, programs like you said, that drive real behavioral change and not just kind of check boxes for enablement. SS: We’re excited to have you here, Danica and you actually recently were featured in an article that offered a glimpse into a day in the life of an enablement leader. Can you tell us what this looks like for you at ProducePay, and what are some of the key initiatives you’re focused on driving as an enablement leader? DB: Yeah, well, no two days are the same, especially a startup. So I’m sure many of our listeners can agree to that point, but especially navigating rapid growth and change is something that I deal with. So some days I’m deep in strategic planning and prioritization, figuring out how to scale things like the onboarding program, if we’re in a hiring phase. Or in my case a lot more is on field execution. So how do I balance the ever boarding for the different roles and different teams in the field? And then other days I’m building hands-on, right with the team, whether it’s tightening our messages on current products, building, you know, LMS courses and certifications for, you know, programs that require maybe a little less behavioral change. Launching, you know, competitive plays or just in general refining manager coaching motions. So I think it’s a mix of thinking big to collaborate with my cross-functional partners, but also for me rolling up my sleeves and helping the team. I. SS: And one of your key initiatives I know, is enabling reps to effectively sell the new predictable commerce program. What are some challenges that reps might face when learning to sell a new solution and how have you been helping your team overcome them? DB: Yeah. Like you mentioned, one of our biggest initiatives is driving adoption for our predictable commerce program. In our case, it’s a offering that gives a bundling almost of our services. It is a definite. I would say new product, but it’s really a shift in how we have gone to market in the past. And of course in that case, enablement has been critical in translating that into something that the field can actually execute on. So, you know, trite as it sounds, the analogy of building a plane while we’re flying it is. Is certainly something that we have to balance here at ProducePay. So we’re figuring out what the motion is to sell, to market this offering, this product, but at the same time, to try to go to those, go to market teams and give them what they need to get in front of customers during the right cycle, during the right part of the customer journey. And so for me and my team, we focused on. A lot of the like packaging of what is that narrative? And the challenge there is designing it to be really prescriptive and make sure that there’s action against, like how can we actually put these pieces into place and embedding it into the different motions that we have in our enablement cadence today. Things like onboarding or on our ongoing coaching and things like that. So it’s so for me it’s about consistency. It’s about clarity of the message for things like new product offerings and giving people the confidence they need to go and speak to their customers or their new business prospects about that potential value. SS: I love that. Consistency, clarity, and confidence. I think those are fantastic things to drive for your sales team. From your perspective, what unique value does an enablement platform provide though when it comes to equipping reps to effectively sell a new solution? DB: Yeah, I mean, for us, it’s about change management, right? Because change management is a big one, and I think when you’re asking sellers to pivot the way that they’ve always sold something, or you have to communicate and over communicate, oftentimes the why, giving them the space to either practice. Or create quick wins or come back to being intentional and being aligned. We really need to be able to have the tools in order to do that. Of course, you know, Highspot helps us along our journey with this in order to enable against any sort of initiative. So for us it’s been a game changer. Right? And it’s a critical, I think, central source of truth, but more importantly, it gives the reps. What they need in their flow of work. I’m very big on like operating in the operating rhythms of the go-to market teams and the tool sets that they’re in. So whether it’s. Pitch decks, talk tracks, objection handling. It should all be at their fingertips. And so, you know, we’ve also leaned into those components. We’ve leaned in heavily to Digital Rooms specifically because of our use of those with our customer. So in customer facing, we can use those Digital Rooms to guide reps kind of through that structured buyer journey and kind of ensure consistency across those touch points. SS: I’d love to actually double click into that because as you mentioned, I know you’re leveraging digital rooms to help reps land the new solution. What are some of your best practices for leveraging Digital Rooms and how are you planning to use them to drive success of your new solution launch? DB: Yeah. One area that, like I said, we’ve really leaned into Digital Rooms. Like I said, it’s not just about the content sharing, it’s about creating this guided. Buyer experience that really mirrors how we want the reps to have conversations. With our customers, especially for us post initial sales, right? A lot of times we see our customer success team who is going in there. There’s so much for us in terms of our product and our offering that they have to be able to anticipate and really guide the customer through when they’ve already signed up with us and become a member and start to utilize our products and services. So we really wanna make sure that they feel equipped to have the conversation, the CSMs, and that the customers don’t have any surprises, right? So that anticipation and the use of guiding them through that journey in digital rooms is really important. So for us, each room is really tailored to the stage of the deal. And for us, post-sales, that curated content is really important and which is why it’s a huge piece of the multi-threaded sales, post-sales journey and, and use utilizing that live on the call with our customers. So from the sales leadership perspective, I think it also gives us visibility. When we think about using the digital rooms, and we can see when a buyer ultimately engages, when a customer engages with it, what they’ve clicked in that room, what interests have been spiked and what drops off. Ultimately, that helps us kind of coach the reps that are using those, our CSMs that are using those in real time and kind of adjust the strategy and what we’re seeing in terms of, you know, buyer disengagement. So, you know, we’ve used the Digital Rooms, especially with our new product offering and ultimately with our current offerings, some of our products that have been around for a long time that are really consistent and that we know we need that customer success support for. So that making sure everyone is kind of aligned in the interactions. SS: Amazing. You touched on visibility and when I think about that, I immediately think about kind of the underlying data behind that. How are you leveraging data to continuously optimize and improve your enablement programs? DB: Yeah, I mean, data’s so important. And of course we’ve seen real results in just utilizing those kinds of capabilities. Shorter time to first deal, or in our case, like higher attach rates for key products. Are things that I would wanna look at, um, and that we’ve seen impact for, from a lot of our enablement programs, but especially this, when we think about post-sales on new products or post-sales on existing products, I would say stronger deal progression is something I wanna look at and utilize the tools sets for the field. But you know, we also track field readiness scores. And you know, since rolling out things like our multi-product offerings and this type of program using, you know, Highspot and coaching cadences, we’ve seen a pretty significant lift in rep confidence and kind of tying that into pipeline conversion. So a lot of things that we’re looking at there. SS: Amazing. And since implementing Highspot, what business results have you achieved and do you have any wins you can share? DB: Yeah. I mean, I would say, again, just looking at the engagement piece, you don’t have to go crazy, right? And especially with tools in general, but Highspot especially, there’s so much you can do in the tool itself that I think it’s important to think about, like the basics. And if you wanna start off with just attributing your enablement success to engagement. That’s absolutely okay. Right. You don’t have to go as far as, okay, let’s tie in directly to the deal conversions or to the qualified pipeline, or to the close rates, or to the a RIO or whatever it is that you’re measuring, right? It’s okay to go straight to, you know, engagement. It’s okay to go straight to rep confidence, like some of those are easy, big wins. And for me, with a smaller team in terms of enablement and also a smaller go-to-market team. You know, that’s something that still gets me buy-in and alignment with my team. So with at least these tools getting, you know, an 18% lift in rep engagement, even just looking at some of the numbers today, like those are good for me. SS: I mean, to your point, it’s about the, the people and, and you’ve mentioned this, you mentioned this in the article, that enablement isn’t just about tools or processes. It really does come down to the people at the end of the day. And how do you keep your people and their needs at the center of your enablement strategy? DB: I think keeping people at the center of enablement strategy is easily done by just remembering that we are dealing with people, right? Sometimes we forget in this world of Zoom and post COVID, like we’re always on, you know, our laptops we’re always on, in general, in emails or in slacks, or in messages, et cetera. Zoom, especially, I think it’s easy to forget that there is a person on the other side of the screen. So much so in even podcasts, right? So we’re always looking at that, I think from a numbers perspective, but coming back to building relationships, right? We get into the roles we’re in, or the companies that we work for because of the relationships we have and the communities that we built behind. So I think it just comes back to remembering that there’s humans involved and what do people care about most is building those connections. So not just, you know, they’re not just numbers, they’re not just APIs or metrics that there’s people behind it. SS: Yeah. Absolutely. Absolutely. Danica, last question for you. If you could give one piece of advice to enablement leaders preparing to roll out a new solution or a new product offering, what would it be? DB: Hmm. This is a good one. I think for me, it goes back to what I just mentioned in terms of even metrics and maturity level. It’s okay to be a team of one. It’s okay to start small, don’t chase perfection. I would say chase adoption. Right. Your content, your programs, your tools, they only matter if people actually use them, that they’re engaged with them. So keep things simple, keep things repeatable and tied to the major business outcomes of, you know, your industry, your business, and just never forget that the best enablement is built with the field, not for them. SS: I couldn’t agree more. Danica, thank you so much for joining us today. You landed some fantastic advice for our audience. DB: Awesome. Well, thanks for having me. It was great. SS: To our audience, thank you for listening to this episode of the Win-Win podcast. Be sure to tune in next time for more insights on how you can maximize enablement success with Highspot.

#updateai #customersuccess #saas #business Welcome back to Unchurned! In this special episode, hosts Josh Schachter and Kristi Faltorusso gather for one last on-air session before a well-deserved summer break—and just before Josh's London wedding celebration! They also dive into Kristi's AI learning journey—breaking down how she's gone all-in on micro-learning, prompt engineering, and building real tools with zero engineering background. Listen as she and Josh discuss the importance of actually using AI, not just reading about it, the potential risks of ignoring these skills, and why investing just ten minutes a day could change your game in the evolving tech landscape.Timestamps0:00 - Preview 0:45 - Josh is married/is getting married4:30 - Upcoming summer break for the podcast5:05 - Leadership Loss and Reflections at Planhat8:07 - Kristi is learning & experimenting with AI13:55 - Scaling Personal Expertise with AI18:40 - Encouragement to Engage with AI___________________________

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses how customer success professionals can drive customer growth without feeling like salespeople. She emphasizes the evolving role of customer success as a revenue-driving function and the importance of building trust with customers. Anika outlines common mistakes in customer expansion, the significance of the expansion mindset, and the need for collaboration between customer success and sales teams. She provides practical steps for engaging customers and highlights the importance of tracking expansion signals to unlock growth opportunities.Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/checkout?coupon_code=PODCAST50Use the discount code: PODCAST50Chapters00:00 Introduction02:53 The Evolving Role of Customer Success05:55 Overcoming Hesitations in Commercial Conversations08:49 Common Mistakes in Customer Expansion12:07 The Expansion Mindset: Enabling Growth15:01 Collaboration Between CS and Sales17:58 Tracking Expansion Signals20:48 Practical Steps for Customer Engagement24:07 Final ThoughtsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

“Pochven is now officially Pspace” -An all-CSM-guest edition of the show to talk the lead up to, launch, and future beyond the Legion expansion -CSMs running for office vs serving in office -What’s going on in Pochven these days and … Continue reading →

#updateai #customersuccess #saas #businessRachel Tsui, the ex-Head of CS at Komodo Health, joins hosts Jon Johnson and Josh Schachter to dive deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health.Timestamps0:00 - Preview, & Intros7:30 - CS at Komodo Health 10:28 - KPIs for customer success at Komodo12:00 - Plans and Priorities 13:22 - Focusing on separating support from CS activities16:03 - Managing expectations around promotions20:06 - Navigating career growth23:50 - Cross-functional collaboration and tools for knowledge sharing___________________________

Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally.In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer success operations through Vitally's platform.We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights.And we wrapped up by discussing the evolving role of CSMs, the importance of human connection, and how AI is enabling CS teams to drive strategic business outcomes.Mentioned ResourcesLinkedIn (Jamie Davidson)LinkedIn (Kelley Turner)VitallyClayDuolingo's Memo of Shifting to AIChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Send us a textAI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation intelligence tools like Chorus for team coaching and customer context gathering, to emerging platforms like Sturdy that analyze unstructured data across email, Slack, and support tickets to identify churn risks and expansion opportunities. John challenges the overhyped notion that AI will replace CSMs, emphasizing instead how it amplifies human capabilities and enables more strategic engagement. The discussion culminates with an intriguing experiment: using custom GPTs for renewal pricing strategy that combines deal structure recommendations with benefit articulation. This customer success playbook episode demonstrates how forward-thinking CS leaders are leveraging AI to scale their impact while maintaining the human connections that drive customer loyalty.Detailed AnalysisThe episode showcases a mature understanding of AI implementation in customer success, moving beyond theoretical possibilities to practical applications with measurable business impact. John's progression from early adoption of Chorus to exploration of comprehensive platforms like Sturdy illustrates the rapid evolution of AI tools specifically designed for CS operations.The discussion of unstructured data analysis represents a significant leap forward in customer intelligence capabilities. Traditional CS platforms focus primarily on structured data points, but John's experience with AI-powered analysis of emails, support tickets, and communication channels opens new possibilities for early risk detection and opportunity identification. This capability addresses a long-standing challenge in customer success: the inability to systematically analyze the vast amount of unstructured communication that contains critical insights about customer health and growth potential.John's perspective on AI replacing CSMs demonstrates thoughtful leadership in an era of technological disruption. His emphasis on AI as an enabler rather than a replacement aligns with successful digital transformation strategies across industries. The human element remains crucial for building trust, navigating complex customer relationships, and making nuanced decisions that require emotional intelligence.The custom GPT experiment for renewal pricing represents the frontier of AI applications in CS operations. This use case demonstrates how AI can be trained on specific business contexts to provide both analytical recommendations and strategic guidance, potentially transforming how CS teams approach contract negotiations and renewal conversations.For CS leaders, this episode provides a roadmap for AI adoption that balances innovation with practical implementation, emphasizing tools that enhance rather than replace human capabilities.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

#updateai #customersuccess #saas #businessJoin host Josh Schachter, Co-Founder & CEO of UpdateAI, as he sits down with Cait Keohane, the Chief Customer Officer of Airtable, to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the company into a multibillion-dollar powerhouse, to stepping into her new leadership role at Airtable. Together, they explore what it takes to build robust customer management systems from the ground up, the importance of listening directly to customers, and how organizations can balance high-touch service with operational efficiency.Timestamps00:00 – Preview, Meet Cait Keohane & Learn About Airtable01:30 – Cait's Journey at Zendesk03:15 – Building Customer Success and Account Management at Zendesk07:50 – Joining Airtable as CCO08:50 – First 90 Days at Airtable: Priorities and Execution13:10 – Feedback and Voice of Customer Mechanisms15:00 – Renewal Management and Risk Mitigation19:38 – Delivering Personalized Experiences at Scale21:50 – Platform Complexity and Change Management24:50 – The Role of MVP Users and Power Builders in Scaling26:51 – Closing Thoughts and Future Outlook___________________________

Send us a textWednesday brings the burning question that divides CS and sales teams everywhere: who should own expansion revenue? John Huber tackles this contentious topic with nuanced insights drawn from his experience managing both dedicated CS-led expansion models and hybrid partnership approaches. Rather than offering a one-size-fits-all answer, John presents a thoughtful framework for determining the optimal structure based on deal complexity, sales cycle length, and organizational maturity. He shares specific examples of successful implementations, including a sophisticated model where CSMs handled straightforward upsells and renewals while account executives managed complex expansion opportunities. The discussion dives deep into compensation structures, forecasting methodologies, and the critical importance of clearly defining roles to avoid territorial conflicts. This customer success playbook episode provides practical guidance for leaders struggling to optimize their expansion strategy without sacrificing customer relationships.Detailed AnalysisThis episode addresses one of the most politically charged topics in revenue operations: expansion ownership. John's approach demonstrates sophisticated thinking about organizational design, moving beyond simple "CS versus Sales" debates to examine the underlying factors that should drive structural decisions.The hybrid model John describes represents an evolution in CS thinking, recognizing that different types of expansion opportunities require different skill sets and engagement approaches. His 70/30 compensation structure (70% quota-oriented, 30% experience-focused) within the variable component offers a practical framework for balancing commercial accountability with customer-centric behaviors.Particularly valuable is John's emphasis on forecasting churn and renewal business with the same rigor as new logo acquisition. His practice of conducting detailed risk assessments 4-5 months before fiscal year start demonstrates the proactive mindset required for successful renewal management. The recommendation to begin renewal conversations 12 months in advance challenges the reactive approach many organizations take to customer retention.The discussion also highlights the importance of cross-functional partnerships, especially between CS and finance teams, in developing accurate forecasting models. John's collaborative approach with his CFO shows how CS leaders can elevate their strategic influence by speaking the language of business operations.For revenue leaders, this episode provides a decision-making framework for expansion ownership that considers deal complexity, resource allocation, and organizational capabilities rather than defaulting to territorial thinking.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships.Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resourcesGet on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revupChapters:00:00 Building Lasting Customer Relationships02:15 Customer Management in CS05:34 Myths in Customer Success10:10 Principles of Strategic Relationships15:44 Consistency Over Intensity19:34 The Human Element in Customer Success22:18 Actionable TakeawaysConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

#updateai #customersuccess #saas #businessWelcome back to Unchurned! In this very special annual tradition, host Josh Schachter, CEO of UpdateAI sits down with Nick Mehta, the ever-energetic CEO of Gainsight, for a deep dive into all things Pulse 2025 - Gainsight's CS conference, which this year is bringing its signature blend of learning and community to Las Vegas. Josh and Nick reminisce about Pulse's humble beginnings, reflect on the journey from a simple luncheon to a high-octane Vegas affair, and tease this year's theme (wardrobe predictions included!).You'll also get an exclusive inside look at Gainsight, with Nick sharing candid insights about new faces on the leadership team, the integration of exciting new products like Staircase, ModerateKit, and Skilljar, and how the company is weaving AI into both its offerings and internal processes. The conversation is equal parts fun and insightful, filled with plenty of laughs and a motivating message for customer success pros to embrace innovation and lean into the future.Timestamps0:00 - Preview & Introductions1:25 - Pulse Conference in Las Vegas8:36 - Reflections on New & Evolving Leadership 15:23 - Recent Innovations & Acquisitions24:10 - Operational Shifts and AI Integration30:12 - Looking Ahead & Closing Thoughts___________________________

Send us a textSummaryThis episode kicks off a compelling three-part series featuring John Huber, founder of Customer Success Architects, who brings two decades of experience building CS functions across five different SaaS companies. The conversation centers on the fundamental question every growing business faces: how do you launch a customer success function that actually drives results? John shares his battle-tested approach, emphasizing the critical importance of aligning CS initiatives with company-wide strategic objectives rather than jumping straight into tactical execution. Through a fascinating case study involving a massive platform transformation for enterprise pharmaceutical and high-tech manufacturing clients, he demonstrates how proper alignment enabled a successful four-and-a-half-year migration from on-premise to cloud infrastructure without losing a single customer. This customer success playbook episode provides essential groundwork for any organization looking to build or rebuild their CS foundation.Detailed AnalysisThe discussion reveals several strategic insights that challenge conventional CS wisdom. Rather than immediately focusing on hiring CSMs or implementing technology platforms, John advocates for a "strategy-first" approach that ensures every CS initiative ladders up to broader business objectives. This methodology becomes particularly powerful when managing complex transformational projects, as evidenced by his experience migrating enterprise clients from legacy on-premise systems to modern cloud platforms.The episode highlights three critical success factors for new CS functions: strategic alignment with three-year company vision, cross-functional collaboration (especially with legal and finance teams), and allowing significantly more time than initially estimated for complex transitions. John's approach to contractual restructuring during platform migrations offers valuable lessons for companies navigating similar transformations, particularly the importance of providing financial incentives and flexible contract structures during transition periods.The conversation also underscores how customer success professionals must evolve beyond traditional support roles to become strategic business partners. John's team successfully positioned platform limitations as innovation opportunities, demonstrating the communication skills necessary to maintain customer relationships during potentially disruptive changes.For CS leaders and executives, this episode provides a practical framework for launching CS initiatives that deliver measurable business impact while maintaining strong customer relationships throughout complex organizational changes.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

#updateai #customersuccess #saas #businessSarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.Topics Discussed Meet Sarah Parker & Learn about BetterUpHow coaching equips leaders to navigate challengesChallenges at BetterUpHigh-touch approach for customer success Challenges despite a high NPSServices offered by BetterUpMindset transition from a service provider to a partnerAugmenting CSMs & enabling customers as platform ownersHigh demand for low-touch models faces resistanceArticulating worth for maximizing impactCSMs are trained to be a superheroTransitioning from UiPath to BetterUp was personal___________________________

#updateai #customersuccess #saas #businessMichael Goetz, Vice President of Customer Success Strategy at GitHub, joins Josh Schachter, Co-Founder & CEO of UpdateAI, and Kristi Faltorusso, CCO at Client Success, for a candid and insightful conversation that no customer success (CS) professional will want to miss. They discuss GitHub's shift from a focus on "Customer Outcomes" to "Customer Success Strategy" and its impact on operations and goals. Goetz reveals their methods for identifying and tracking meaningful customer business outcomes at scale. The conversation delves into the practicalities of operationalizing outcome-driven work, navigating diverse customer needs, and maintaining engagement amidst rapid product innovation.Timestamps:0:00 - Preview & Intros1:30 - Intentionality Behind Role Titles at GitHub4:33 - Articulating Measurable, Business-Driven Customer Goals7:48 - Tracking and Measuring Progress Towards Outcome13:35 - Differentiation in Approach Across Customer Segments16:35 - Approaching and Managing Milestones Toward Larger Outcomes21:05 - Dynamics Between End Users & Economic Buyers23:41 - Managing Pace and Volume of Change (Especially with AI)28:20 - Organizational Structure of Michael's Team35:00 - Creative Uses of AI Within the Organization___________________________

Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 5th episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn the final episode of this five-part series, Lee Safar and trade compliance expert Mollie Sitkowski discuss potential changes to tariffs, the intricacies of customs classifications, and strategies for businesses to mitigate these financial challenges. Mollie provides insights into the roles of customs brokers and compliance experts while highlighting the need for businesses to exercise reasonable care in their operations. Stay updated with tariff changes by following Mollie on LinkedIn.00:00 Introduction and Initial Questions01:03 Support the Podcast01:32 Welcome and Guest Introduction02:57 Discussion on Tariffs and Legal Implications08:06 Mitigation Strategies for Businesses10:11 Challenges and Future Outlook17:52 Conclusion and Contact Information18:57 Final Thoughts and Sign OffReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist

Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 5th episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn the final episode of this five-part series, Lee Safar and trade compliance expert Mollie Sitkowski discuss potential changes to tariffs, the intricacies of customs classifications, and strategies for businesses to mitigate these financial challenges. Mollie provides insights into the roles of customs brokers and compliance experts while highlighting the need for businesses to exercise reasonable care in their operations. Stay updated with tariff changes by following Mollie on LinkedIn.00:00 Introduction and Initial Questions01:03 Support the Podcast01:32 Welcome and Guest Introduction02:57 Discussion on Tariffs and Legal Implications08:06 Mitigation Strategies for Businesses10:11 Challenges and Future Outlook17:52 Conclusion and Contact Information18:57 Final Thoughts and Sign OffReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailing list

Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 4th episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map it Forward, Lee and Mollie delve into the short-term, medium-term, and long-term effects of the tariffs on consumers and businesses, highlighting challenges such as rising prices, inflation, and market uncertainty. Tune in to explore how tariffs could affect your daily coffee and the broader economy.00:00 Understanding Short-Term Pricing Uncertainty00:37 Introduction to Regenerative Coffee Farming Workshops01:23 Impact of Trump Tariffs on the Global Coffee Industry01:52 Consumer Impact of Tariffs: Short, Medium, and Long Term06:07 Elasticity of Coffee Prices and Market Shifts07:01 Tariffs and the Future of Coffee Imports10:32 Consumer Sentiment and Economic Implications16:43 Mitigating the Effects of Tariffs16:56 Closing Remarks and Call to ActionReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist

Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 4th episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map it Forward, Lee and Mollie delve into the short-term, medium-term, and long-term effects of the tariffs on consumers and businesses, highlighting challenges such as rising prices, inflation, and market uncertainty. Tune in to explore how tariffs could affect your daily coffee and the broader economy.00:00 Understanding Short-Term Pricing Uncertainty00:37 Introduction to Regenerative Coffee Farming Workshops01:23 Impact of Trump Tariffs on the Global Coffee Industry01:52 Consumer Impact of Tariffs: Short, Medium, and Long Term06:07 Elasticity of Coffee Prices and Market Shifts07:01 Tariffs and the Future of Coffee Imports10:32 Consumer Sentiment and Economic Implications16:43 Mitigating the Effects of Tariffs16:56 Closing Remarks and Call to ActionReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailing list

In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane, a customer onboarding platform. Sri discusses the origins of Rocketlane, including the community they built before launching the product, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS industry. Sri emphasizes the importance of consistency in the customer journey, particularly during the onboarding phase, and how it can impact customer success and lead to better outcomes. They also discuss Rocketlane's approach to marketing and community building.___________________________

If your customer check-ins feel awkward and your QBRs are just you talking at a screen of blank stares, this episode is your tactical reset. I'm sharing the five power questions top CSMs use to turn flat convos into high-impact, expansion-driving moments without needing deep product knowledge or extra prep. These aren't theoretical frameworks. They're practical, repeatable questions you can use today to build trust, build authority with customers, and uncover what actually matters to them.One of these questions helped a CSM reignite a stalled deal and close a six-figure expansion just by flipping how they framed one ask. And that's the magic... the right question doesn't just get you answers. It positions you as a strategic partner who “gets it,” not a glorified support rep running through a checklist.If you've ever felt like your customers aren't opening up or wondered why you're not looped into strategic convos, it's not your fault. You just need better questions. Hit play and let's turn your next check-in into the one that changes the game.

Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 3rd episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar and guest Mollie Sitkowski explore how these tariffs are affecting businesses exporting to the United States, delve into the complexities of country of origin rules, and discuss potential long-term impacts. The episode also touches on the broader economic uncertainty and potential stagnation resulting from these tariffs, and looks ahead to possible future developments in U.S. trade policies.00:00 Introduction to the Trump Tariffs00:27 Sponsorship Message: Become a Coffee Consultant01:05 Welcome and Series Overview01:15 Impact of Tariffs on US Business01:38 Options for Businesses Exporting to the US03:38 Understanding Country of Origin Rules08:25 Challenges in the Coffee Industry19:25 Global Trade War and Its Implications20:58 Conclusion and Next Episode TeaserReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist

Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 2nd episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar is joined by Mollie Sitkowski explore how the tariffs could affect small, medium, and large businesses, who ends up paying the tariffs, and the potential economic impact on the coffee supply chain. They also touch on lobbying efforts and the challenges coffee businesses may face with increased costs and potential business closures. The episode provides valuable insights and practical advice for business owners navigating these turbulent times.00:00 Impact of Tariffs on Small Businesses01:33 Introduction to the Series and Topic02:15 Who Pays the Tariffs?02:56 Customs and Tax Collection03:39 Example Scenario: Importing Coffee04:55 Economic Strain on Businesses05:45 Trump's Tariff Strategy13:52 Lobbying and Advocacy21:03 Conclusion and Next StepsReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist

Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 1st episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar welcomes Mollie Sitkowski, Trade Compliance Partner at Faegre Drinker, to discuss the complexities of tariffs under the Trump administration and their implications for the global coffee industry. They delve into the impact of Trump's tariffs on the global coffee industry. Mollie provides an in-depth explanation of the current tariffs, including how they affect coffee and related products, their origins, and the specifics of reciprocal tariffs under the USMCA agreement. This episode lays the groundwork for understanding how these tariffs impact small, medium, and large businesses, both domestic and international, as well as consumers. Join us as we explore the detailed implications of tariffs on the coffee supply chain and what businesses can do to mitigate these effects.00:00 Introduction and Podcast Support01:09 Welcome and Guest Introduction01:59 Understanding Trump's Tariffs02:30 Faegre Drinker and Trade Compliance04:32 Impact on the Coffee Industry06:34 Specific Tariff Details15:54 Legal Advice Disclaimer16:27 Tariffs on Coffee Imports18:24 Series Overview and ConclusionReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist

#updateai #customersuccess #saas #businessJosh Schachter, Co-Founder & CEO of UpdateAI, sits down with Carly Van Kirk, Head of CS at AngelList. Carly pulls back the curtain on AngelList's unique approach to supporting emerging and established GPs and shares her journey into this pivotal leadership role amidst rapid company growth and industry transformation. Join us as Carly shares how AngelList is reshaping customer segments, dealing with the challenges of scaling an increasingly complex platform, and balancing high-touch professional services with tech-driven solutions.Timestamps0:00 - Preview1:45 - Overview of AngelList2:35 - COVID-Era Growth & Rolling Fund at AngelList4:12 - Carly's Role, Team Structure & Customer Segmentation at AngelList9:30 - Hunting for a New Job13:20 - Carly's Priorities in Her First 180 Days at AngelList14:45 - Key Challenges and Initiatives Identified14:45 - Automation, Tooling, and Workflow Inefficiencies22:43 - Understanding and Improving Time to Value24:24 - AI's Current and Future Role in AngelList and CS27:36 - Customer Success as a Commercial Center___________________________

#updateai #customersuccess #saas #business⁠In this heartfelt and deeply personal episode, hosts Jon Johnson, Kristi Faltorusso, and Josh Schachter step away from their usual customer success conversations to reflect on life's heavier moments. The trio opens up about recent challenges—celebrating new beginnings, mourning profound losses, and navigating the ups and downs that come with both work and life.The episode weaves together stories of hope, growth, grief, and gratitude—reminding listeners that behind every professional journey lies a personal one.Timestamps0:00 – Preview, BS, & Intros3:05 – Jon's New Job4:53 – Job Search & Layoffs7:20 – Advice for Job Seekers in CS10:05 – Josh's Story of Personal Loss16:00 – Life Lessons & Reflections28:30 – Kristi on Recent Loss at Work (the passing of the CEO's daughter at ClientSuccess)34:10 – Closing, Conclave & Final Thoughts___________________________

#updateai #customersuccess #saas #businessJon, Kristi, and Josh sit down with Mike Haylon, GM of AI at Asana, for a deep dive into AI's transformative role in business. The episode kicks off with a nostalgic trip down memory lane, revisiting Josh and Mike's childhood adventures, before pivoting to Asana's groundbreaking work with AI Studio.Mike unveils how Asana's no-code workflow builder is revolutionizing task management and reshaping customer interactions. The conversation explores AI integration challenges, redefined success metrics, and Asana's go-to-market strategy—all delivered with humor and sharp insights.Timestamps0:00 – Preview, Memories & Introduction6:20 – Mike's Role at Asana & AI Studio15:10 – Use Cases of AI Studio18:06 – AI's Role in Workflows & Human Elevation22:16 – Challenges & Future of AI Adoption28:05 – How AI Simplifies Execution34:30 – Predictions on the Evolution of AI Tools___________________________

#updateai #customersuccess #saas #businessJon Johnson and Josh Schachter sit down with Brett Queener, Managing Director at Bonfire Ventures, to explore the rapidly evolving landscape of software companies in the age of AI. Brett shares his thoughts on the future of SaaS, the importance of speed and innovation, and the critical role of product marketing.They dive into founders' challenges and anxieties in today's "change economy," where software evolves at warp speed, and discuss what it takes to build a defensible business amidst ever-growing competition.Join us as Brett provides insights on how startups can thrive by truly solving customer problems and staying ahead in the AI-driven tech landscape.Timestamps:0:00 – Preview, Intros & BS2:22 – Bonfire & Brett's Blog: Tales from The Bonfire6:55 – Predictions & Observations: AI's Influence on SaaS13:07 – Running a Software Company Amid Rapid Change16:33 – Applying Jobs-to-be-Done Framework17:50 – Innovation Pace vs. Continual Adaptation24:45 – Product Innovation, Value, and Market Differentiation28:45 – Investor Perspective and Guidance for Startups36:38 – Evaluating Startups___________________________

#updateai #customersuccess #saas #businessIn this episode of the Unchurned podcast, we are joined by our dynamic duo of experts, James Sanders (AI Implementation Strategist) and Michelle Carter (Customer Success Innovation Lead). From automated call summaries and sentiment analysis to predictive analytics and personalized customer experiences, James and Michelle will guide us through the current trends and future possibilities of AI.They discuss the burgeoning interest in specialized AI tools for customer success and delve into various applications—such as conversation intelligence, chatbots, and predictive health scoring—that are reshaping the industry. By leveraging AI, CSMs can focus on building relationships and delivering value with their new AI copilots.Timestamps0:00 - Preview & Intros2:17 - AI and Customer Success3:11 - Call summaries and follow-up generation4:05 - Voice of the Customer (Sentiment Analysis)5:11 - Predictive Analytics for Churn and Upsell6:03 - Customer Health Scoring6:40 - Task Automation and Workflow Orchestration7:42 - Chatbots and Self-Service AI8:37 - Personalized Content and Recommendations10:52 - Sophisticated proactive retention alerts12:02 - Embedded copilots for AI assistance 13:03 - Multichannel customer orchestration15:45 - Solution Categories in AI for Customer Success19:39 - Glossary of Terms Related to AI___________________________

Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠, and ⁠⁠Josh Schachter⁠⁠. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecurity, where the ROI often means that nothing happens.Tune in as Caitlin uncovers how she approaches customer experience, the evolution of customer engagement models, and the balance between AI integration and the indispensable human element in achieving customer success.Timestamps0:00 - Preview, BS & Intros4:08 - Learn about ZeroFOX5:10 - Challenges in Proving ROI in Cybersecurity7:45 - Customer Engagement and Service Model10:57 - Lead Pass Process and CSQLs15:10 - Complexity and Simplicity in Incentives18:10 - Efforts to Mature Models and Remove Friction22:35 - Adaptation of Playbooks25:51 - Attitude, Aptitude, and Experience in Hiring30:56 - Integrating AI for Internal Teams & Tasks___________________________