The Customer Success Playbook Customer Success Playbook - Final Episode with Kevin and Roman
This finale feels less like an ending and more like a graduation ceremony for everyone who has ever cared about Customer Success.
In this closing chapter of the customer success playbook podcast, Kevin Metzger and Roman Trebon look back on a journey that started as a “ludicrous” idea over food and drinks and turned into a global community with nearly 13,000 downloads across countries like Australia, Israel, France, and beyond. They revisit how the show began as a simple networking experiment during a job transition and evolved into a platform for learning, connection, and real human stories behind Customer Success careers.
Kevin and Roman share their favorite guests and moments—from foundational lessons on P&L and value with Dave Jackson, to onboarding excellence with Donna Weber, to conversations about imposter syndrome with Rachel Provan, and the future of AI and agents with Sam Cummings. They talk candidly about fear, courage, and the reality that neither of them knew the first thing about podcasting when they started.
This episode is a reflective, warm, and occasionally cheeky goodbye to the show in its current form—and a clear pivot point toward what’s coming next for both hosts, their careers, and the evolving world of Customer Success and AI.
Detailed Analysis
From a business and leadership standpoint, this episode is a masterclass in experimentation, courage, and community-building.
1. Turning a career transition into a strategic platform
Kevin initially launched the podcast as a networking tool while navigating a job transition. That decision paid off in multiple ways: expanded visibility, deeper relationships, and a strong professional brand. For leaders and CS professionals, this is a powerful example of turning uncertainty into leverage—using content as a strategic asset rather than just a marketing tactic.
Key takeaways for operators and executives:
- Don’t wait for the “perfect moment” to build a platform—build while you’re in motion.
- Treat visibility, networking, and knowledge-sharing as part of your job, not an optional extra.
- Use long-form conversations to deepen trust with your ecosystem (customers, peers, partners, talent).
2. The Customer Success community as a force multiplier
Roman highlights how generous and open the Customer Success community has been—guests freely sharing their time, their expertise, and even their networks by recommending future guests. This is more than feel-good community talk; it’s a blueprint for modern go-to-market.
Business relevance:
- High-performing CS communities create compounding value: better ideas, stronger talent pipelines, and faster pattern recognition around what works.
- Geographic boundaries matter less when you’re connecting through content; an Atlanta-based duo built a truly global audience.
- Investing in community creates resilience—especially in volatile job markets.
3. Learning as a competitive advantage (and a personal operating system)
A recurring theme in the conversation is learning: Kevin’s love for learning, Roman’s reflections on trying new formats, and the way every guest
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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook
You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.