Podcasts about Customer success

Ready to churn less and win more?

Sometimes you outgrow your home … and that can be the case with a legal tech conference.  This year's LegalWeek conference, hosted by ALM Media and Law.com, was held in New York City at its brand new location - the Jacob Javits Convention Center.  More than 6,000 of the biggest names in the industry gathered for the four-day conference from March 9th through March 12th. And yes ... Legal Speak was there conducting live interviews with the best and brightest. In this episode, hosts Patrick Smith and Cedra Mayfield sat down with Brittany Casey, the Vice President of Customer Success, at DISCO   This episode of Legal Speak is brought to you by Harvey.  Harvey … AI tailored for Law.   Hosts: Cedra Mayfield & Patrick Smith Guest: Brittany Casey Producer: Charles Garnar  

What if the thing standing between you and your next promotion as a CSM isn't working harder but learning how to spot expansion opportunities without ever feeling like a salesperson?In this episode, I'm breaking down two ridiculously simple approaches to expansion that you can start using immediately, even on your very next customer call. We'll walk through the quick “inside-out” method to uncover low-hanging opportunities in your existing accounts, plus the more strategic “outside-in” approach that helps you think like a trusted advisor and connect your customer's business goals to real revenue opportunities.By the end of this episode, you'll start seeing expansion differently… not as selling, but as understanding your customer's business and connecting the dots in a way that naturally creates growth. If you've ever felt uncomfortable with upselling or worried it's not “your job” as a CSM, this might completely change how you think about your role and your earning potential. Hit play and let's talk about the playbook most CSMs were never taught.02:09 – Why Getting Comfortable With Selling is Key for CSM Career Growth04:01 – The Fastest “Inside-Out” Way to Find Expansion Opportunities07:59 – Three Natural Questions to Uncover Expansion on Customer Calls12:47 – The Strategic Power of the “Outside-In” Approach (and Goal Trees)22:03 – How Treating Expansion as Problem-Solving (Not Selling) Gets You PromotedFREEBIES & RESOURCES:

Text us your questions and thoughts!What if the fastest way to elevate your career is to get more human as you get more technical? We sit down with Tamara Kempf, Regional Director, EMEA Customer Success at AppDynamics (a Cisco company), to unpack her career built on curiosity, grit, and the kind of EQ that technology can't replace. We trace her journey from science student to landing a first job at Bloomberg to now Cisco Customer Success leader, turning setbacks into growth, and using AI where it counts without losing the human edge. You'll hear practical stories of how to save days of work, coach teams with empathy, and hire for skills that last.In this episode, we talk about:Lessons from Bloomberg on customer advocacy without authorityIntegrating a startup culture into Cisco's Customer Success teamPragmatic AI use cases that compress a full day's work into minutesHow to create a safe culture to experiment and share failuresRedefining productivity as making time to be humanThe secret to being a great leaderIf you're navigating customer success, leadership, AI adoption, or all three, you'll find tactics you can try today and a mindset that lasts. Subscribe, share with a teammate, and leave a review to help more people discover conversations that move careers forward.

What makes great home inspection software more than just technology? The people behind it. In this special edition episode, we take a closer look at Porch Group's Customer Success team and how they help home inspectors get the most value from Porch inspection software and services like Palmtech, ISN, Home Inspector Pro, and other tools like ACC and Guardian Inspection Payments used by professional inspectors across the industry. Unlike many tech platforms, Porch provides live support from real people, giving inspectors direct access to experts who understand both the software and the home inspection business. The Customer Success team helps inspectors troubleshoot issues, share best practices, and ensure they're using their tools as efficiently as possible. Porch Customer Success also provides shared company resources and account reviews, helping inspectors optimize their workflows, improve report delivery, and get the most out of the software they rely on to run their inspection businesses. If you're a home inspector using Porch software—or considering it—this episode explains how dedicated customer success support can improve your efficiency, reduce frustration, and help you grow your inspection business. Topics Covered: - Live customer support for home inspectors - Porch Group inspection software services - Palmtech and ISN support resources - How customer success teams help inspectors optimize their tools - Software training and account reviews for home inspection businesses

In today's Cloud Wars Minute, I explain why customer pressure is forcing SAP, Oracle, and Workday to overhaul traditional enterprise software sales models. Highlights 00:01 — Hello my friends. Welcome back to Cloud Wars Minute. We've got some big news here because we've got SAP, Oracle, and Workday all agreeing on a very key issue here and instituting some changes at the same time. What led to this unprecedented alignment between three companies that you know, day after day in the marketplace, are scratching each other's eyes out? 00:49 — It's really this notion about what's going on with customers here in these days of the AI revolution, with things moving so much faster. Customers are under enormous pressure to do things differently, to get AI throughout the organization and achieve better outcomes, but not spend too much money and not take risks. 01:20 — The very last thing that customers want or need or are willing to tolerate is old-fashioned approaches to how they engage with software companies. Especially now as the software itself is changing. They're not just apps vendors anymore, but agent vendors and data cloud vendors helping customers organize data and revise processes. 02:21 — Across the board these companies have decided they need to combine different sales organizations or flatten the existing ones to achieve a simpler point of contact for customers. Not so many different people from the same vendor calling on them. Workday says customers are moving faster and the old decision model doesn't work anymore. 03:08 — Rob Enslin, President and Chief Commercial Officer at Workday, said the company wants to push more decisions out to the point of the customer and have them spend less time with the inner workings of what Workday is doing. At SAP, the sales organization called Customer Success is now paired with the services and delivery team run by Thomas Saueressig. 04:00 — Customers are saying they want to give these companies their money but don't have time to hear endless presentations or meet half of a sales force. Either make it simpler or you're never going to see another nickel. In the early days of the AI revolution leading into the AI economy, customers cannot operate the old-fashioned way with software companies. Visit Cloud Wars for more.

Ready to churn less and win more?

Check out host Bidemi Ologunde's new show: The Work Ethic Podcast, available on Spotify and Apple Podcasts.Email: bidemiologunde@gmail.comIn this episode, host Bidemi Ologunde sits down with JoJo Kalita, Vice President of Partnerships and ACTOverse at ACTO. JoJo is a tech leader with over a decade of experience across Operations, Customer Success, and now Partnerships, where she's helping shape the AI landscape through collaborations with global industry leaders, including work in life sciences and beyond. How do you build operational systems that drive efficiency without losing the human touch? What does "customer obsession" look like when your job is no longer customer-facing, but partnership-driven? And how can emotional intelligence turn mentorship into a ripple effect of real impact? JoJo shares the lessons behind her relationship-first leadership style, her approach to choosing the right partners, and how to leverage technology in ways that stay grounded in empathy, clarity, and outcomes.Sponsors and partners:Promeed: 100% mulberry silk pillowcases and bedding that feel incredibly soft, stay breathable, and are naturally gentle on hair and skin.SurviveX: professional-grade FSA/HSA eligible first aid and preparedness kits designed in Virginia, USA and produced in an FDA-registered facility.Alison US CA: Alison is the world's largest free online learning and skills-training platform, helping more than 50 million learners in 193+ countries build career-ready skills with 6,000+ free courses, certificates, and diplomas.eSign (iOS only): eSign is a clean, privacy-first document-signing app that works entirely on your device, letting you sign PDFs, DOCX files, images, and scans, edit and assemble pages, and export crisp 300 DPI PDFs in seconds, without accounts, cloud uploads, or compromising sensitive documents.Support the show

Amanda Kahlow joins Revenue Builders to unpack what happens when AI stops assisting go-to-market teams and starts replacing entire functions. Drawing on her experience founding SixthSense and now leading 1mind, she explains how technology originally built for Alzheimer's caregivers evolved into AI “superhumans” capable of running demos, qualifying buyers, building business cases, and onboarding customers. The conversation gets real about some of the uncomfortable questions facing sales today: what happens to SDRs, how the AE role changes, why traditional handoffs between Sales, Marketing, and Customer Success break down, and what “the final mile” of human selling really looks like. For revenue leaders, the bigger question isn't whether AI will impact go-to-market… it's how quickly org design, skill sets, and accountability models need to adapt. Amanda Kahlow is the Founder and CEO of 1mind and the Founder of Sixth Sense. She is a multi time enterprise founder building AI systems designed to transform the full go-to-market lifecycle. Connect with Amanda: LinkedIn 1mind Get the Force Management guide to adapting your go-to-market execution for the AI age: The Predictable Revenue Framework: Guide for Leaders Key takeaways from this episode:  00:00 – How tech built for Alzheimer's caregivers evolved into AI that can qualify buyers, run demos, and move deals forward. 05:09 – What Amanda really means by a “superhuman”, and why it's far beyond an AI SDR bolted onto your website. 06:27 – Why buyers are increasingly more comfortable with AI than humans in early-stage conversations, and what that does to traditional sales handoffs. 16:48 – How automated knowledge ingestion and system integrations are collapsing AI onboarding timelines from ~4 months to ~4 weeks. 30:23 – The GTM shakeup: SDRs disappear, AEs become strategic operators, and humans remain for one thing only… the “final mile.” 46:36 – The ultimate question: can AI replace high-cost revenue roles profitably? And what happens to trust, security, and data ownership in regulated industries? Hosted by five-time CRO John McMahon and Force Management Co-Founder John Kaplan, the Revenue Builders podcast goes behind the scenes with the sales leaders who have been there, done that, and seen the results. This show is brought to you by Force Management. We help companies improve sales performance, executing their growth strategy at the point of sale. Connect with Us: LinkedInYouTubeForce Management

What if the reason you keep coming in second place in your CSM interviews has nothing to do with your experience and everything to do with what you're missing in the presentation?In this episode, I'm breaking down the three exact categories hiring teams are grading you on… and yes, I used to be the person creating the scorecards. I'll show you how to use the prompt like a literal checklist, the basic mistakes that instantly cost you points, and how to prove you actually think like a strategic, consultative CSM (not just someone who can build a decent slide deck).I'll also discuss executive presence and the subtle signals that make a team feel confident putting you in front of their biggest customers. If you want to stop guessing what they're looking for and start positioning yourself as the obvious hire, this is your blueprint. And there's one simple shift at the end that could put you ahead of 98% of candidates. Hit play and let's dive in.00:43 – Why Presentations Are “Make or Break” in Customer Success Interviews04:07 – The Game-Changing Tip That Instantly Puts You Ahead of 80% of Candidates06:27 – The Three Big Categories Hiring Teams Use to Grade Candidates (And Where Most Applicants Slip Up)09:24 – Common Pitfalls: Why Generic Tactics and Lack of Engagement Hurt Your Chances15:09 – What Makes Executive Presence So Crucial During an Interview Presentation20:23 – Don't Overwhelm Yourself: Pick 2–3 Areas to Improve Each TimeOTHER EPISODES YOU'LL LOVE:

In this episode of Fireside with Founders and Leaders, host Rupert McSheehy welcomes Carlos Granda, an experienced operating advisor with a remarkable career spanning over three decades in the technology sector. Carlos shares his journey from being a chief customer officer at leading companies like Google, Salesforce, and SAP to transitioning into an advisory role within the private equity (PE) landscape. The discussion offers invaluable insights for anyone contemplating a career in PE, exploring the nuanced differences between operating in a PE-backed organisation versus traditional corporate environments.Carlos delves into the challenges and rewards of shifting from operator to advisor, emphasising the importance of building trust with leadership teams and understanding the unique dynamics of PE firms. He also introduces the concept of the "GRR Time Bomb"—a critical metric that can signal customer churn long before it happens. The conversation further touches on the transformative role of AI in enhancing value creation within PE firms and the common pitfalls faced by startups attempting to penetrate the enterprise market.

Brent Krempges, Chief Customer Officer at Gainsight, joins the show to unpack the next evolution of Customer Success in an AI-first world.After 12+ years at Gainsight, from implementation to global pre-sales to CCO,  Brent shares how CS is shifting from seat-based software to outcome-driven operating models. We dive into AI-driven health scores, renewal agents, sentiment analysis, and the looming “retention reckoning” facing AI-native companies. Key Takeaways (Bullet Summary)AI will elevate — not eliminate — the importance of services.Floor-Deployed Engineers (FDEs) signal a return to high-touch value realization.Health scores are getting smarter, but “watermelon accounts” will always exist.Sentiment analysis from transcripts and email may replace traditional NPS.Many AI companies haven't hit their renewal reality yet.Retention pressure is coming — especially for growth-at-all-costs AI startups.Before deploying agents, companies must rebuild foundational lifecycle processes.Think of agents as “50 interns” — would they know what to do?

AB sits down with Tim Coogan, Cisco's SVP, Global Partner Sales, for a fun chat about the important role partners play to drive positive business outcomes. From partnering in the AI era to the link between sales and partnerships, this informative conversation highlights why it's critical for business to cultivate a powerful partner ecosystem. 

Bold move, but here it is… being a top performer isn't enough to land you that internal promotion you're eyeing. And if you think your KPIs will carry you to the next level, think again.I get this DM all the time, “Carly, there's an opening on my team. Should I even bother applying?” In this episode, I'm breaking down exactly what to say the moment a role is posted (yes, I give you the script), why being a top performer isn't enough, and what leadership is really looking for when they promote internally. We're talking performance vs. impact, how to make yourself difficult to replace, and how to position yourself as the obvious choice months before a role ever opens.If you're tired of wondering whether you're “good enough” or waiting for someone to tap you on the shoulder, this will completely reframe how you think about internal growth. By the end, you'll know exactly how to stop hoping for a promotion and start strategically earning it.Because when the next role opens… will they think of you first? Hit play and let's make sure the answer is yes.And if you're ready to make your next move, apply for one-on-one coaching HERE and let's get your resume, interviews, and promotion strategy locked in.00:59 – Why You Can't Wait for Your Manager to Notice You Want the Promotion04:20 – The Truth About Internal Postings: Someone's (Probably) Already in Mind05:23 – Performance vs. Impact: Why Top Numbers Aren't Enough for Career Growth09:13 – Fast, Actionable Ways to Show Internal and External Impact16:14 – How to Make Yourself Irreplaceable Before a Job Even Opens19:12 – What to Do If You Still Don't Get the PromotionFREEBIES & RESOURCES:

Text us your questions and thoughts!What does the Renaissance have to do with customer success?More than you think.Caroline Lambie, Manager of Customer Success EMEA at Contentful, joins us to connect Renaissance breakthroughs with today's AI rush, showing how a creative mindset can humanise products, shape better journeys, and protect the soul of the work.We explore how a creative mindset can humanise technology, from Renaissance perspective to AI, and trace Caroline's winding path through web startups, the charity sector, and customer success leadership. Along the way, we confront layoffs, age bias, flexible work, and the value experienced talent brings to modern teams.In this episode, we talk about:Art history parallels that illuminate today's tech shiftsFears and boundaries for AI in creative workTrade‑offs of career breaks and parenting choicesGlobal models for flexible, family‑friendly workSurviving layoffs and a crowded job market (& tactics for sharper interviews)Spotting and countering age bias in hiringFrom Renaissance art to AI (yes, really), this conversation might just change how you think about innovation in customer success.

AI fatigue is real, but what if the solution isn't less AI but a smarter approach to how we validate and implement it? On this episode of Power Supply, we're joined by David Newton, SVP of Product, Customer Success, and AI Initiatives at HANDLE® Global and host of the Canopy podcast, to cut through the AI hype and talk about what's actually working in healthcare supply chain. David outlines why blockchain stalled while AI accelerated, how to turn proprietary data into a competitive advantage, and how to approach AI with the right mindset—trust but validate, start small, and focus on judgment over automation. He shares practical tips for using AI tools like ChatGPT and Replit, why storytelling matters as much as the technology itself, and how to build real value without chasing every new tool that comes along. Tune in to this episode for a refreshing take on how to cut through the noise and apply AI strategically -- without the burnout. Check out more AI insights from David on his podcast, Canopy -- https://www.youtube.com/@JoinCanopy Once you complete the interview, jump on over to the link below to take a short quiz and download your CEC certificate for 0.5 CECs! – https://www.flexiquiz.com/SC/N/ps17-04 #PowerSupply #Podcast #AHRMM #HealthcareSupplyChain #SupplyChain #AI #Validate #Technology #Innovation #Data

Neste episódio do Vamos de Vendas, Gustavo Pagotto recebe Daniela Fantinati, Diretora de CX, Parcerias e Soluções de Novos Negócios do Aeroporto Internacional Dr. António Agostinho Neto (Angola) e ex-líder de Experiência do Cliente no Aeroporto de Viracopos, para uma conversa profunda sobre CRM e Customer Experience como vantagens competitivas em setores complexos.Gravado durante o evento Suporte 360º by Zoho Desk, Daniela compartilha aprendizados práticos sobre como estruturar estratégias de experiência do cliente em ambientes altamente regulados, com múltiplos stakeholders e operações críticas — como aeroportos. A conversa mostra como transformar CX de “área do encantamento” em estratégia de negócio orientada a métricas, indicadores operacionais e retorno financeiro.

Pour un fois, je suis toute seule face à vous pour analyser les apprentissages communs partagés par les leaders du Product Marketing interviewés dans cette dernière saison.Les invité.es de la saison 6 :Julien Sauvage, CMO chez Cordial, ex VP PMM Clari et GongJulie Shaffer, PMM Director chez SmartlyBertrand Hazard, Consultant PMM, Ex VP PMMShannon Vettes, CEO & CPO chez UsersnapAxel Kirstetter, VP PMM chez GuidewireHarvey Lee, Fractional PMM & Advisor, Ex VP PMM chez Product Marketing AllianceÀ travers leurs parcours et leurs prises de position, une vision plus exigeante du métier se dessine.Mes 5 apprentissages :Le rôle PMM reste mal comprisLien entre PMM et revenuClarté et simplification comme levier stratégiqueLes parcours non linéairesFocus marché vs focus produitJ'espère que ce nouveau format vous plaît, n'hésitez pas à m'écrire sur Linkedin pour me dire ce que vous en avez pensé ! ça me fait toujours hyper plaisir de lire vos retours.INVITATION WEBINAR: On se retrouve le 26 février à 11h pour parler de feedback-loop et Voice of Customer? Pour en savoir plus et s'inscrire c'est iciDurant ce webinar, nous analysons comment les équipes B2B peuvent reconstruire une compréhension commune de leurs acheteurs à partir de la Win-Loss analysis, plutôt que de multiplier les signaux fragmentés. Une approche concrète pour aligner Sales, Marketing et Product autour d'une même réalité business.RESSOURCES

Fleet is changing. Fast. On this episode of The Fleet Success Show, Marc Canton (VP of Product) is joined by Jenelle Hansen (VP of Customer Success) to talk about the changing face of fleet leadership and what that means for fleet maintenance software.From the exodus of retiring Baby Boomers to the influx of tech-savvy leaders from outside the industry, Jenelle and Marc break down the shift in mindset, tools, and expectations. Fleet managers aren't just responsible for vehicles anymore—they're expected to analyze data, optimize workflows, and speak the language of leadership.The discussion covers how new fleet leaders are approaching automation, digital transformation, implementation, and training, and why your FMIS needs to be more than a repository for work orders. If you're a fleet leader looking to gain operational efficiency, reduce manual tasks, and prove your team's value to stakeholders, this episode is a must-listen.Key Takeaways:The "changing of the guard" in fleet is real, and it's changing the role of the fleet managerWhy newer fleet leaders are laser-focused on data, automation, and reportingCommon mistakes to avoid during software implementationWhy consistency, communication, and clean data are key to long-term successHow training (or the lack of it) can make or break your software ROIWhy implementation is not a burden—it's an opportunity to improve processes and lead with intentionMarc Canton is the Vice President of Product at RTA: The Fleet Success Company. With decades of experience in fleet and product strategy, Marc helps shape the future of RTA's FMIS platform to meet the evolving needs of modern fleet operations.Jenelle Hansen is RTA's Vice President of Customer Success. She leads the teams responsible for implementation, training, and ongoing support. Jenelle and her team sit on the front lines of fleet modernization, helping customers adapt, optimize, and thrive. Looking to take the next step to fleet success? Start by requesting your free copy of The Fleet Success Playbook. Written by fleet professionals for fleet professionals, the Playbook breaks down the four key pillars of fleet success, and gives you the tools you need to build a truly great fleet. Request your free (yes, really, free!) copy here: https://rtafleet.com/resources/fleet-success-playbook?utm_source=simplecast&utm_medium=footer_notes&utm_campaign=episode_213 Control fleet chaos with RTA Fleet360, proven software designed by fleet managers for fleet managers: https://rtafleet.com/book-a-demo?utm_source=simplecast&utm_medium=footer_notes&utm_campaign=episode_213

Episode Summary What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 1 of this two-part series on the Customer Service Revolution podcast, John DiJulius — founder of The DiJulius Group and the CX architect behind Chick-fil-A, Starbucks, Nestle, Ritz-Carlton, and top hospitals, financial institutions, and luxury resorts worldwide — begins breaking down the 10 Commandments of Customer Experience: the gold-standard methodology that has transformed how C-suite leaders design, implement, and sustain world-class customer and employee experiences. This episode covers the first half of the framework — from igniting your CX revolution to building your signature experience and creating a zero risk organization. Part 2 (next week) will cover the employee experience, training, and implementation commandments. This isn't theory. This is the actual operating system behind the most admired brands in the world — codified, structured, and sequenced so any organization can implement it. What You'll Learn in Part 1 •       Why John created the 10 Commandments: The frustration of watching great CX collapse as companies scale — and the realization that no one had ever codified how world-class companies actually do it •       Commandment 1 — Ignite the CX Revolution: How to draw a line in the sand as a CEO and make customer obsession a non-negotiable organizational commitment (includes the 'Day in the Life of a Customer' video tool used in new hire orientation) •       The Customer Experience Action Statement: Why mission statements don't drive behavior — and how one action statement built on 3 pillars aligns every employee in every interaction •       The Never & Always Tool (Customer Bill of Rights): The fastest and most immediately transformational CX tool in the framework — 8-10 non-negotiable standards that eliminate employee roulette, department roulette, and location roulette •       Commandment — Signature Experience Design: How journey mapping from the customer's vantage point creates a differentiated experience that makes your brand impossible to replicate •       Zero Risk Organization: What it truly means (hint: it's not about never dropping the ball) — and how empowering frontline employees to recover brilliantly creates loyalty no marketing budget can buy •       Above & Beyond Culture at Scale: Why telling employees to 'go above and beyond' doesn't work — and the top-of-mind awareness system that makes wow moments a daily norm •       The North Star Framework: Why 'flavor of the month' management destroys CX consistency — and how anchoring to one methodology creates shared language, accountability, and lasting culture change •       Tune in next week for Part 2: The employee experience, attraction and hiring, training and implementation, and leadership commandments Key Insights for C-Suite Leaders •       "Good isn't good enough. If you want to be the most customer-obsessed company in your industry, okay is the enemy." — John DiJulius •       "The number one CX problem is consistency — and the root cause is 100 different personal interpretations of what great service means." — John DiJulius •       "When you tell 100 employees to deliver genuine hospitality and don't define it, one person thinks a head nod counts. You need it trainable, observable, measurable, and actionable." — John DiJulius •       "Technology doesn't differentiate you. Technology keeps you at pace. Your signature experience is what makes price irrelevant." — John DiJulius •       "The 10 Commandments don't change. The internet came. Social media came. AI is coming. Those are tools within the commandments — not new commandments." — John DiJulius Who This Episode Is For •       CEOs and C-suite executives building or rebuilding their CX strategy •       Chief Experience Officers and CX Directors seeking a proven, scalable framework •       VP of Customer Success leaders struggling with inconsistency across teams or locations •       Operations leaders who want to eliminate service defects and reduce complaint volume •       HR and L&D leaders designing onboarding and training that actually changes behavior •       Entrepreneurs and founders who want to scale culture without losing quality •       Any leader who has tried to improve customer experience and hit a wall   Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Ready to churn less and win more?

If your customer success job search has been dragging on for months, the problem probably isn't your experience — it's the strategy you're using. On today's episode, I'm pulling back the curtain on exactly how my clients are landing customer success roles in under 90 days, even in a market where most searches take 6–12 months.If you've been applying nonstop, tweaking your resume, and still hearing crickets, I want you to know it's not you… it's the outdated approach you've been taught to follow.I'm walking you through the real, data-backed playbook we use behind the scenes to help job seekers stand out, get noticed by hiring managers, and start booking interviews faster. You'll hear what's actually working in 2026, why “doing all the right things” can still keep you stuck, and the shifts that can completely change your results.By the end, you'll feel more clear, confident, and in control of your next move with a new perspective on what's truly possible for your career. Hit play and let's dive in.And if you're ready to stop guessing and start getting real results in your job search, apply for coaching HERE and let's build a strategy that helps you land the right customer success role faster and with confidence.1:10 – Why Your Customer Success Job Search Isn't Working (Hint: It's Not About Qualifications)3:01– Ben's Story: 600 Applications, 0 Offers Until He Changed His Strategy5:53 – The New, Data-Backed Resume Rules for Customer Success8:09 – LinkedIn Optimization: How to Actually Show Up in Recruiter Searches9:10 – Why Direct Outreach Beats “Apply and Hope” Every Time10:55 – Interviewing Isn't About Experience—It's About Telling Your Story14:13 – Negotiating Offers: How to Stop Leaving Thousands on the Table16:25 – Coaching ROI: How Waiting Costs You Real MoneyFREEBIES & RESOURCES:

Hey CX Nation,In this CXWeekly Update episode #277 we walk through ideas, goals & CTAs the team at CXC has been focused on, not only internally but from the learnings we're being exposed to from clients & strategic partners on a regular basis. In this episode we walk through a few emerging trends around how AI is impacting the future of Sales, CX, Customer Success & Support + the future of work. Thanks to our friends at GoTo, Intercom & TriNet for supplying some amazing market reports that fuel this week's episodes. They collectively went out & interviewed & surveyed thousands of business leaders from across the world to see where they are in their AI foundation building efforts. Click here for GoTo Pulse of Work Report 2025Click here for Intercom Customer Service Transformation Report 2026Click here for Tri-Net State of Workplace Report 2025Don't worry we have a ton of amazing brand new guest interviews & episodes coming down the pipeline.We're also working on new forms & mediums of customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. We've also been building a few new podcasts behind the scenes to take all that we've learned with CXCP & start finding other podcast areas ripe for more content. A big part of CXC's mission is to continue creating valuable customer & employee focused business leader content, including CXWeekly updates like this that are digestible, actionable & most importantly entertaining. The CXChronicles Podcast is approaching a huge milestone in the upcoming months that most podcasts will never achieve. We closing in on 300+ episodes of customer focused business content from incredible Founders & Executives from all over the world. CXC is partnered with several leading software & technology providers including Hubspot, Intercom, Freshworks, & several others who might be the difference in your CX/EX performance moving forward. We provide our clients with audits, assessments & scorecards and we provide custom CTAs centered around your content engine to drive CX/EX health, utilization & health performance for our partner solutions (Hubspot, Intercom, Freshworks), & on-demand managed services (partner led implementation, utilization performance & training for several of our partner solutions).If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Manufacturers do not have a data problem. They have an execution gap. The dashboards exist. The reports are generated. The KPIs are reviewed. Yet too often, action stalls between insight and impact. In this episode, Jan Griffiths and Tom Roberts sit down with Zack Sosebee, SVP of Operations & Customer Success at Redzone, to explore what changes when data moves beyond visibility and into the hands of the people closest to the work.Zack shares a clear and practical vision of the connected workforce. Not as another layer of software. Not as another reporting system. But as a system of action. By giving frontline operators simple, real-time visibility through red, yellow, and green performance signals, manufacturers create clarity in the moment decisions are being made. That clarity builds accountability. And accountability drives results.What makes this approach powerful is its simplicity. Instead of overwhelming teams with endless metrics, Redzone focuses on a few meaningful signals that operators can influence hour by hour. When teams see performance in real time, they respond in real time. Maintenance is called sooner. Problems are escalated faster. Peer-to-peer competition becomes a positive force. Execution accelerates because ownership shifts to the frontline.But technology alone does not transform a factory. Coaching does. Zack explains how culture change happens when leaders reinforce new behaviors, close feedback loops, and respond quickly to issues raised by operators. When a long-tenured employee logs a safety concern and sees it fixed the same day, trust is built. When a retiring expert captures knowledge that strengthens the next generation, pride returns to the shop floor. These are not software wins. They are human wins.This conversation is a reminder that digital transformation is not about collecting more data. It is about empowering people to act with confidence and clarity. When operators think like supervisors and supervisors think like leaders, performance improves. More importantly, culture evolves. And in today's manufacturing environment, the companies that win will be the ones that move from reporting yesterday to deciding what happens next.Themes Discussed in This EpisodeWhat “connected workforce” really means in manufacturingWhy digital transformation often stalls at dashboardsOverall Equipment Effectiveness explained in simple termsRed, yellow, green real-time visibility on the shop floorCoaching vs training in culture changeTurning skeptics into championsEliminating paper logs and manual downtime reportingUsing simplicity to accelerate adoptionTechnology as an enabler of ownership, not oversightEmpowering operators to think like leadersFeatured GuestName: Zack SosebeeTitle: SVP Operations & Customer Success, RedzoneAbout: Zack is Senior VP of Operations & Customer Success at

Check out our team workshops: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need for clarity in roles and outcomes. She highlights the ambiguity that has plagued customer success teams and the pressure they face to demonstrate value. Anika outlines common mistakes made in customer success practices and offers strategies for defining success in terms of customer outcomes. The episode concludes with a challenge for listeners to articulate the impact of their work in a way that resonates with business objectives.Chapters00:00 Introduction01:26 The Redefinition of Customer Success03:58 The Ambiguity of Customer Success Roles08:33 The Pressure on Customer Success Teams10:48 Common Mistakes in Customer Success18:39 Strategies for Defining Customer Success23:32 Weekly Challenge and RecapConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Is the AI disruption we've been discussing more prominent than ever? Hosts Paul Roetzer and Mike Kaput dissect Matt Shumer's viral "Something Big Is Happening" essay and a new sabotage report from Anthropic. We break down the latest departures from OpenAI and xAI, the delay of OpenAI's device, and how AI is intensifying (not lightening) the modern workload. Show Notes: Access the show notes and show links here Click here to take this week's AI Pulse. Timestamps: 00:00:00 — Intro 00:05:51 — AI Pulse Survey 00:07:58 — Something Big Is Happening 00:27:06 — Claude Safety Risks 00:46:37 — Academy Success Score 01:03:33 — High Profile AI Resignations 01:06:55 — OpenAI's Changing Hardware Plans 01:09:17 — Does AI Actually Intensify Work? This week's episode is sponsored by our 2026 State of AI Report. This year, we're going beyond marketing-specific research to uncover how AI is being adopted and utilized across the organization, and we need your help to create the most comprehensive report yet. It's a quick seven-minute lift. In return, you'll get the full report for free when it drops, plus a chance to win or extend a 12-month SmarterX AI Mastery Membership. Go to smarterx.ai/survey to share your input. That's smarterx.ai/survey  Visit our website Receive our weekly newsletter Join our community: Slack LinkedIn Twitter Instagram Facebook Looking for content and resources? Register for a free webinar Come to our next Marketing AI Conference Enroll in our AI Academy 

From Stanford and the RAND Corporation to leading revenue teams in the commercial world, Brent Keltner, PhD, has spent his career decoding how complex B2B deals are actually closed. As founder and president of Winalytics, Brent helps mid-market and enterprise teams move beyond product pitching to true account-based growth. He's the author of “The Revenue Acceleration Playbook” and the forthcoming “Journey First Marketing,” a book that challenges one of B2B's biggest bad habits: obsessing over individual personas when companies actually buy in committees. In this episode, Brent reveals why traditional contact-focused marketing leaves so much revenue on the table and how to flip your entire go-to-market motion around a simple idea: accounts buy, personas don't. You'll hear how to design websites that speak to every member of the buying committee, why customer stories should be your #1 content asset (not #5), and how to connect product value, business value, and corporate value so that users, budget owners, and risk-averse stakeholders all see themselves in your message. https://youtu.be/2dCBKj9vf88 Brent also breaks down a practical roadmap for teams stuck in contact scoring and lead chaos. He explains how to use tools like ChatGPT on top of your CRM to spot real buying committees (not just random clickers or competitors snooping), how to build three aligned content streams for your core buyer types, and how to reuse a single customer story across your entire funnel, website, social, sales decks, and beyond. Whether you're a CMO, CRO, founder, or product marketer, you'll come away with a clearer picture of what true account-based enablement looks like in the real world and how a few smart changes can unlock faster, more predictable growth. Quotes: "Accounts buy. Personas don't, and every part of your marketing should reflect that reality.” “If your customers aren't saying it consistently, it isn't true, no matter how often your CEO repeats it.” “Customer stories are the only asset that turn ‘me selling to you' into ‘we solving a problem together.'” Resources: Winalytics LLC Brent Keltner on LinkedIn The Revenue Acceleration Playbook: Creating an Authentic Buyer Journey Across Sales, Marketing, and Customer Success on Amazon

What if landing a $200K Customer Success role has a lot less to do with your title and a lot more to do with one thing almost no one is tracking?In this episode, I went full data-nerd and analyzed 10 recent clients who all accepted Customer Success offers between $175K–$230K. I pulled apart their resumes, KPIs, career paths, and job search histories to uncover the patterns that actually showed up at this level — not the advice we think matters, but what the data clearly revealed.I'm breaking down the types of companies paying top dollar, why domain depth quietly beats title chasing, and the specific metrics that consistently showed up across every high earner. We'll also talk about why “just CSM” titles aren't the red flag people think they are and what truly drives compensation once you're aiming for $200K and beyond.By the end of this episode, you'll have a much clearer roadmap for where to focus and what to stop stressing about if a $200K role is your goal. If you've been questioning whether you're on the right path, this will give you answers. Hit play and let's dive in.And if you're ready to position yourself as the obvious choice for a high-comp Customer Success role? Apply to work with my team HERE.02:11 – Why High-Paying Customer Success Roles Are Tied to “Mission Critical” Software Companies04:14 – What Building Domain Depth Actually Looks Like (and Why It Matters More Than Job-Hopping)06:47 – The Truth About Job Titles: Why “CSM” or “VP” Alone Doesn't Guarantee a Bigger Paycheck08:54 – The Real Drivers of 200k Salaries in Customer Success: Scope, Revenue, and Accountability12:15 – Why Non-Linear Careers (and Resume Gaps) Won't Hold You Back From Earning More13:43 – How Even Top Candidates Struggle to Land Interviews (and Why Selling Yourself Is Everything)16:18 – The Actual Checklist for Breaking Into the 200k+ Customer Success Club17:16 – Why Tweaking Your Job Seeking Skills (Not Your Experience) Is the Ultimate Career Growth HackFREEBIES & RESOURCES:

What if the path to transforming higher ed isn't about radical reinvention—but about finally using the tools we already have? In this episode, Dustin chats with Kelly Rogan, COO of Ellucian, about how AI and data can revolutionize student experiences, institutional operations, and leadership decisions—if we're brave enough to modernize. Drawing from her background at Microsoft and her deep dive into higher ed, Kelly unpacks how institutions can move from resistance to action, without losing the human touch.Guest Name: Kelly Rogan - Chief Operating Officer at EllucianGuest Social: LinkedInGuest Bio: As Chief Operating Officer, Kelly Rogan drives acceleration and enhancement of Ellucian's SaaS delivery strategies and customer experience, leading the Global Professional Services, Managed Services, Services Strategy and Innovation, and Customer Success and Support organizations. Kelly has more than 20 years of impressive experience in driving cloud transformation in the technology industry, a deep understanding of transformational change, and a proven ability to scale organizations effectively. - - - -Connect With Our Host:Dustin Ramsdellhttps://www.linkedin.com/in/dustinramsdell/About The Enrollify Podcast Network:The Higher Ed Geek is a part of the Enrollify Podcast Network. If you like this podcast, chances are you'll like other Enrollify shows too!Enrollify is made possible by Element451 — The AI Workforce Platform for Higher Ed. Learn more at element451.com. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Enroll in RevUP Academy: https://thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Alon Ahronberg, VP of Customer Success at Atera. They discuss the transition from a product-led growth model to a sales-led growth model, the importance of redefining customer success roles, and the implementation of proactive customer journeys. Alon shares insights on enhancing customer adoption, the significance of re-onboarding customers, and the role of AI in shaping the future of customer success. The conversation emphasizes the need for strategic leadership and project management in scaling customer success teams effectively.Chapters:00:00 Introduction03:14 Transitioning from Product-Led to Sales-Led Growth05:54 The Importance of Customer Success in Tech09:03 Building a Proactive Customer Success Organization11:57 Defining Roles in Customer Success14:47 Implementing Customer Journeys and Health Scoring17:48 Enhancing Customer Adoption and Value21:12 Re-Onboarding Customers for Success23:52 The Role of AI in Customer Success27:02 Challenges in Scaling Customer Success Teams30:02 Lessons Learned from Moving Upmarket32:46 Final Thoughts and Quickfire QuestionsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Alon Ahronberg: https://www.linkedin.com/in/alon-ahronberg/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Na palestra apresentada pela Robs (Consultoria de Sucesso) no CRM Zummit 2025, em Florianópolis, a especialista em Customer Success provocou o público ao afirmar que cliente feliz não é sinônimo de cliente retido. Com exemplos práticos e dados de mercado, ela mostrou por que o verdadeiro sucesso está na entrega de resultado, e não apenas na experiência, ao longo de toda a jornada, inclusive no cancelamento.

Today I'm joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You'll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business.We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals. If you're exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer.Housekeeping: I'll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://DigitalCustomerSuccess.com/Masterclass to be first in line. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a textIn this powerful and deeply human conversation, Joey Pinz sits down with Dwain Daniels — a customer success leader, father of three, and creator of the Leave It Better movement — to explore what it means to show up with intention in every area of life. From leadership and family to faith, work ethic, and personal growth, Dwain shares how small, consistent actions can create lasting impact.This episode moves effortlessly from lessons learned growing up in the Bronx to parenting across different life stages, navigating customer relationships without ego, and why helping one person is more than enough. Dwain opens up about grace, accountability, mental health, legacy, and why real leadership is rooted in listening, not control.You'll also hear reflections on resilience, lessons learned from loss, the importance of being present, and why defining success on your own terms is essential in a world obsessed with comparison.This is a conversation about humanity, humility, and leaving every person, place, and moment better than you found it. ⭐ Top 3 Highlights❤️ Why legacy is built through values, not possessions

Ready to churn less and win more?

What if the reason your job search isn't working has nothing to do with your experience and everything to do with how you're showing up? In this episode, I sit back down with Zach Sanford to unpack a powerful shift most Customer Success professionals completely overlook… treating your job search like a CS role.We break down exactly how to demonstrate your CSM skills at every stage of the process—from discovery-driven interviews and stakeholder management, to value-based storytelling, strategic outreach, and even negotiation. You'll hear tangible examples of what “walking the walk” actually sounds like in interviews, how to tier your job search like a book of business, and why small moments of delight (like thank-you notes) can make or break an offer. This is less about saying you're a great CSM and more about proving it in real time.By the end, you'll walk away with a clearer strategy, more confidence, and a completely different way to approach your job search—one that de-risks you as a candidate and positions you as the safest hire in the room. If you're ready to stop applying harder and start showing up smarter, hit play and let's dive in.0:46 – Why Customer Success Skills Give You a Unique Edge in the Job Search2:26 – How “Being a CSM” During Your Job Search Proves You Can Do the Job3:21 – Demonstrating (Not Just Talking About) Your CS Skills in Interviews5:26 – What “De-risking” Yourself for Hiring Managers Looks Like8:08 – Managing Your Job Search Like a CSM Manages a Book of Business13:01 – Leveling Up Your Interview Game with Context, Curiosity, and Tying Insights Together20:55 – Why Deep Research and Tailored Outreach Set CSMs Apart21:47 – The Power of Negotiation and Value Selling in CS Job Offers27:16 – How Small Gestures (Like Thank You Notes) Can Get You Hired30:21 – Why Being Intentional Wins In CS Job SearchFREEBIES & RESOURCES:

Text us your questions and thoughts!What happens when you move your CS career from London to Dubai and rebuild your playbook from the ground up? We talk about that with Jomilsa Sousa, Customer Success and Account Management consultant & coach, and the Founder of The Success Studio, where she helps Customer Success professionals and businesses unlock their full potential. Currently, she also serves as Account Manager at Cirium (and when this was recorded, she was CS Account Manager at LexisNexis Middle East)In this episode, Jomilsa unpacks how digital transformation in the Middle East collides with a culture that prizes in‑person trust, and why that mix is changing how teams design onboarding, renewals, and growth. AI is powerful for churn prediction and business reviews, but the story that convinces a stakeholder to stay is still a human one.We explore:Cultural nuance shaping CS across the Middle EastAI for churn prediction and reviews, humans for narrative and trustRising demand for CS Ops, technical CSMs and community rolesEmpathy as a strategic advantageBuilding systematic visibility: weekly updates, impact docs, public winsWe also dig into the mindset that sustains momentum: pivot quickly when the signal changes, lead without the title, and make someone's day easier as a daily north star. If you're navigating AI, global accounts, or a big move of your own, this conversation offers a clear, human map for what works (& what doesn't).And if this conversation resonates, follow the show, share it with a teammate who needs fresh tactics, and leave a quick review to help more listeners find us.

Sue Andersen, Director of Customer Success, & Debra London, Manager, Client Experience, Jenzabar

Justifying investment in customer success is far harder than justifying spend in sales and marketing. In episode #350, Ben walks through a practical framework for evaluating the ROI of customer success and retention programs by tying customer success investment directly to ARR, MRR, and revenue retention performance. Instead of relying on vague qualitative benefits, this episode outlines how finance and SaaS leaders can quantify retention improvements and translate them into real financial impact. Resources Mentioned Blog post on quantifying customer success and retention ROI: https://www.thesaascfo.com/quantifying-investments-in-customer-success-and-retention/ SaaS Metrics Course: https://www.thesaasacademy.com/the-saas-metrics-foundation What You'll Learn Where customer success should be classified on the SaaS P&L (COGS vs. Sales) Why customer success ROI is harder to quantify than CAC or go-to-market efficiency How to use MRR and ARR waterfalls as the foundation for retention analysis The difference between gross revenue retention and net revenue retention in ROI modeling How expansion, contraction, and churn act as independent levers in retention A scenario-based approach to estimating ARR impact from retention improvements Why It Matters Helps justify customer success spend with real revenue and ARR impact Improves financial modeling and long-term financial strategy decisions Connects retention performance to unit economics and scalability Avoids over-investing in customer success without measurable outcomes Provides a clearer framework for board and investor discussions

In this episode of the Thread Podcast, host Justin Vandehey sits down with Neal McCoy, VP of Customer Success and Professional Services at BigCommerce, to unpack where customer value most often breaks down after a deal is closed — and how companies can fix it.Neal shares insights from nearly a decade building CS and PS at BigCommerce, explaining why customers don't buy software to “solve problems,” but to make or save money. The conversation explores how unclear value realization creates friction during onboarding, why sales-to-CS handoffs fail, and how AI is reshaping customer success through better context, automation, and voice-of-the-customer insights at scale. Key Takeaways & HighlightsCustomers buy software to make money, save money, or both — not just to solve surface-level problemsMisalignment on value realization is the #1 reason onboarding and CS struggle post-saleSales teams often assume customers understand value — they usually don'tThe earlier value is quantified and documented in the sales cycle, the stronger the post-sale executionAI can eliminate manual handoff friction by summarizing calls, emails, and deal context automaticallyTraditional CS metrics like surveys and NPS are statistically weak; voice of the customer at scale is the futureCustomer success leaders must act as the primary conduit for customer insight back into product and GTMPersonalization at scale requires cohort-based learning, not one-size-fits-all onboardingFewer deals with clearer value often outperform higher-volume pipelines long termThe best salespeople optimize for customer outcomes, not just closed deals Chapters & Timestamps00:00 – Welcome & Introduction Justin introduces Neal McCoy and his background across military, fintech, digital engagement, and ecommerce.02:00 – Neal's Career Path & BigCommerce Journey How Neal helped build CS and professional services as BigCommerce moved upmarket.04:30 – Where Customer Value Breaks Down Post-Sale Why customers trade one set of problems for another when value isn't clearly defined.06:45 – What CS Wishes Sales Would Hand Off (But Rarely Does) The missing context that makes or breaks onboarding and adoption.09:15 – AI's Role in Fixing the Sales-to-CS Handoff How AI can summarize deal context and remove the burden from sellers.11:45 – Voice of the Customer vs. Traditional CS Metrics Why surveys fail and how AI unlocks insight from unstructured customer data.14:30 – Personalization at Scale in Ecommerce Onboarding Using cohort-based success models across industries, regions, and merchant types.17:15 – The Biggest Misconception Sales Leaders Have About Post-Sale Why focusing on value may reduce conversions but increase long-term growth.20:00 – The Future of CS, PS, and AI at BigCommerce How AI is changing delivery models, expertise, and customer expectations.22:30 – Closing Thoughts & What's Next Neal's outlook on AI, value delivery, and helping merchants succeed long-term.

We analyzed 1,474 CSM conversations to uncover why they are leaving and what keeps them in 2026. Grab the Free Talent Report here: https://customer-success-career.captivate.fm/reportCSMs don't leave because they're bad at their jobs — they leave because no one can see the impact they're making. In Part 2 of this series, I'm breaking down the real reason high-performing CSMs feel invisible, even when they're driving renewals, expansion, and retention behind the scenes.We're unpacking what “impact” actually means when CSMs say they're missing it, why this isn't a motivation problem but a systems problem, and the three patterns I see over and over again in teams with high turnover. I'll walk you through where leaders unintentionally lose their best people, the gaps that prevent CSMs from articulating their value, and the exact operational, enablement, and management shifts that change everything without adding more work.By the end of this episode, you'll finally have language, structure, and a clear action plan to make impact visible and undeniable. If you're tired of feeling overlooked or watching top CSMs walk out the door, this is the missing piece you haven't addressed yet. Hit plat and let's dive in.1:07 – Why High-Performing CSMs Still Feel Invisible (and Leave Because of It)3:13 – The True Meaning Behind “I Want More Impact” (It's Not Just About Praise)4:42 – How Being Forced Into Reactive Work Stops CSMs from Contributing Strategically6:10 – The Real Cost of Not Having Access to Key Metrics and Business Data11:51 – 5 Root Causes Leadership Misses That Make CSMs Feel Disconnected15:29 – 3 Critical Fixes: Better Operations, Enablement, and Coaching (Not Just More Tools)19:16 – Why Advocating for Growth or Finding a Company That Invests in You Matters Now More Than EverOTHER EPISODES YOU'LL LOVE:

Signup for RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, host Anika Zubair sits down with Emma Lambert, VP of Customer Success at Ably, to discuss the critical role of customer success in driving revenue. They explore how to turn renewals into predictable revenue forecasts, the importance of understanding customer engagement, and the strategies for effective upselling. Emma shares her insights on building a revenue-focused customer success team, the significance of financial literacy, and the necessity of asking direct questions during customer interactions. The conversation emphasizes the need for a structured approach to renewals and upsells, integrating them into a cohesive NRR strategy, and the value of continuous discovery throughout the customer journey.Chapters:00:00 Introduction 03:00 The Role of Customer Success in Revenue Generation05:55 Understanding Customer Engagement and Value Delivery09:06 The Importance of Forecasting in Customer Success12:10 Navigating the Commercial Landscape of Customer Success15:02 Building a Revenue-Focused Customer Success Team18:10 The Six-Month Renewal Framework21:10 Asking the Right Questions for Renewals24:09 Upselling Strategies in Customer Success26:55 Integrating Renewals and Upsells into NRR Strategy30:02 Best Practices for Revenue-Focused Customer Success32:56 Quick Fire Questions with Emma LambertConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Emma Lampert: https://www.linkedin.com/in/emmalampert/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Clement Manyathela speaks to Paul Byrne, who is Head of Insights and Customer Success at Pnet to discuss what the most in demand jobs for 2026 are in South Africa. The Clement Manyathela Show is broadcast on 702, a Johannesburg based talk radio station, weekdays from 09:00 to 12:00 (SA Time). Clement Manyathela starts his show each weekday on 702 at 9 am taking your calls and voice notes on his Open Line. In the second hour of his show, he unpacks, explains, and makes sense of the news of the day. Clement has several features in his third hour from 11 am that provide you with information to help and guide you through your daily life. As your morning friend, he tackles the serious as well as the light-hearted, on your behalf. Thank you for listening to a podcast from The Clement Manyathela Show. Listen live on Primedia+ weekdays from 09:00 and 12:00 (SA Time) to The Clement Manyathela Show broadcast on 702 https://buff.ly/gk3y0Kj For more from the show go to https://buff.ly/XijPLtJ or find all the catch-up podcasts here https://buff.ly/p0gWuPE Subscribe to the 702 Daily and Weekly Newsletters https://buff.ly/v5mfetc Follow us on social media: 702 on Facebook https://www.facebook.com/TalkRadio702 702 on TikTok https://www.tiktok.com/@talkradio702 702 on Instagram: https://www.instagram.com/talkradio702/ 702 on X: https://x.com/Radio702 702 on YouTube: https://www.youtube.com/@radio702 See omnystudio.com/listener for privacy information.

This is one of my favorite conversations that I wanted to replay this week. If you are in any post sales Customer Success, or Account Management world, you have most likely heard of this week's guest. This week's guest started his journey studying Information Systems and Software Engineering before making the shift into Professional Services, Support, and Customer Success. At the time of recording, he was an Executive VP of Corporate Market and Chief Customer Officer at Higher Logic. Now, he is the CEO of Balboa Solutions, where they help their clients maximize the value of the Pendo platform to power adoption, enablement, and user analytics.This week's guest is the heart of Mount Pleasant, South Carolina, Mr. Jay Nathan. In this week's episode, we discussed:Customer Centric MindsetNatural Curiosity For CustomersLessons From Duke Energy (Large Enterprises and Heavy Process)The Start of The Largest CS CommunityUsing Your Own ProductMuch More! Please enjoy this week's episode with Jay Nathan.____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me! Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn

“At some point, founders have to stop babysitting the business — or growth stalls.” — Rohit KumarIn this episode of Evolving Your Workplace, Carol Schultz sits down with Rohit Kumar, Founder and CEO of Chapter Apps, to explore one of the hardest transitions for founders: knowing when hands-on leadership turns into micromanagement — and how that mindset quietly becomes a bottleneck to growth.Rohit shares the evolution of Chapter Apps, from its early days as a mobile-first learning platform to its current focus on enterprise AI solutions for sales and employee assistance. He explains why the pivot toward AI was driven not by hype, but by real customer demand — especially the need for instant, accurate answers in high-stakes sales conversations.The conversation digs into what “babysitting” actually looks like at the CEO level: testing products personally, double-checking team output, and stepping in when managers aren't driving execution forward. Rohit generously opens up about the deeper reason founders struggle to let go — fear of disappointing customers — and how confidence in the team directly affects a leader's ability to delegate.Carol and Rohit also discuss scaling across geographies, co-founding a company with a spouse across time zones, and why relocating to San Francisco has accelerated Chapter Apps' AI innovation through proximity to partners, platforms, and real-time problem solving.They close by examining growth constraints, talent challenges, inbound vs outbound sales, and whether roles like Chief of Staff and Customer Success are luxuries — or necessities — for founders who want to stop reacting and start leading.Connect With Host Carol SchultzFind more information about our host Carol Schultz and her company at Vertical Elevation, LinkedIn, and Instagram.Want to be our next guest expert? Email cat.gloria@verticalelevation.com with your information.And of course, click "follow" to stay up-to-date on new episodes and leave an honest review/rating letting us know what you thought!

Ready to churn less and win more?

We analyzed 1,474 CSM conversations to uncover why they are leaving and what keeps them in 2026. Grab the Talent Report here: https://customer-success-career.captivate.fm/reportWhat if I told you that 85% of CSM turnover is completely preventable — and most leaders are missing the real reason their top performers are walking out the door?In this episode, I break down insights from 1,474 Customer Success professionals who told us exactly why they're job hunting. And spoiler alert, it's not layoffs, pay, or return-to-office mandates. I reveal the surprising truth about what CSMs want most in their next role, and how even your most loyal team members start considering exits.I'll also unpack the three types of CSMs who leave for growth, the invisible ceiling stopping your best people, and the #1 leadership blind spot you can correct to transform retention overnight. This is part one of a two-part series, and today we're starting with the data leaders need to see.By the end of this episode, you'll finally understand what's normal, what's fixable, and where your blind spots might be, whether you manage a CS team or you're a CSM quietly feeling stuck. Want to know how to turn your team into unstoppable, loyal top-performers? Hit play and let's dive in.4:04 – Why Most CSM Turnover Is Preventable5:57 – What “Growth” Actually Means for CSMs8:20 – Three Types of CSMs Who Leave for Growth13:03 – Why Impact Really Matters15:43 – Next Steps for CS Leaders & CSMs: Action Plans Are Coming in Part Two

Text us your questions and thoughts!What's Next for Customer Success in 2026? That's the question we're answering today.Welcome back to another PowerUp Masterclass in partnership with our friends at Gainsight where we're going beyond the Pulse Europe conference recap and into what really matters: where Customer Success is heading in 2026.Together with Tori Jeffcoat, Director of Product Marketing at Gainsight, we're unpacking  the biggest trends and ‘aha' moments from Europe's leading CS event, and sharing our predictions for the year ahead.You'll walk away knowing:Why AI adoption is lagging and how teams are gearing up for agentic successHow CS is becoming a revenue driver through better post-sale visibilityWhat's actually working in digital-scale strategies right nowWhat CS, Product, and Revenue leaders should prioritise nextThis is your chance to turn Pulse's key takeaways into your 2026 game plan. Grab your notebook and tune in. FeaturingTori Jeffcoat, Director of Product Marketing at GainsightMarija Skobe-Pilley, Founder, Women In Customer Success

This week's throwback guest, Rob Zambito, went from being a shy child, to University of Penn Psychology graduate, to now a successful Customer Success Leader & Consultant. Rob has experience from Seed to Series B, growing Customer Success teams from 2 to 20 members, and so much more!In this week's episode, we discussed:Building A Common Language Across The BusinessA Hypothesis-Driven ApproachThe Importance of MentorsOnboarding Cross-Sell Checklist Consciously Investing in Customer Success Much MorePlease enjoy this week's episode with Rob Zambito ____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me! Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!

When applied consistently and effectively, one simple practice can have a tremendous impact on culture and create a ripple effect across your organization. What is that practice? Rounding.In this episode, Dr. Janet Pilcher welcomes Samantha Sands, Director of Customer Success for K-12 Rounding, to discuss how small, intentional interactions help leaders build trust, strengthen culture, and boost engagement.Together, Janet and Samantha explore what successful rounding looks like in practice, why recognition and follow-up matter, and how leaders can turn what they learn into meaningful change. Samantha also shares real examples of how districts are using rounding to ensure employees feel seen, valued, and heard, and how the right tools can help leaders transform insights into action that drives improvement.Recommended Resources: K-12 Leader Rounding, Strengthen Your District with Rounding and RecognitionFollow Host Dr. Janet Pilcher on LinkedIn: https://www.linkedin.com/in/janetpilcher/

Today our guest is Kait Ahlbrandt, school psychologist and Director of Customer Success at EmpowerU. We talk about why educator wellbeing is essential to student success and how adult regulation shapes classroom climate. Kate shares why intentional listening and making space for connection matter, especially when educators feel overwhelmed. She highlights the need for practical, realistic supports that help educators show up present, regulated, and ready to teach. Learn More About CharacterStrong:  Access FREE MTSS Curriculum Samples Request a Quote Today! Learn more about CharacterStrong Implementation Support Visit the CharacterStrong Website