In this episode of Customer Success Talks, host Byron Toruño explores how to effectively bridge the gap between customer success and product management with expert insights from Delian Visan, a seasoned professional with 15 years of experience in customer-facing roles. Sponsored by Flola, this conversation dives deep into the dynamic relationship between customer success and product management, offering actionable strategies for better alignment. Delia shares her personalized framework for constructively saying 'no' to customers, emphasizing the importance of contextual and transparent communication. You’ll learn how to: Align customer success and product management for seamless collaboration. Improve communication and prioritization to enhance workflows. Build stronger relationships between teams while navigating challenges. This episode is packed with practical advice for customer success managers and product managers alike, helping you bridge the gap and improve overall customer experience. 👉 Don’t miss these actionable insights to take your customer success and product management skills to the next level! Time Codes 00:00 Introduction to Customer Success Talks 01:45 Meet Delia Visan: Customer Success Expert 05:08 Transitioning to Product Management 06:20 The Role of Product Management 09:38 Bridging the Gap 14:42 Strategies for Team Alignment 25:29 Finding Fulfillment in Your Job 26:20 Balancing Customer Needs and Business Goals 34:35 The Art of Saying No to Customers 43:46 Lessons Learned from Mistakes 48:04 Conclusion and Final Thoughts Delia also introduces her practical "Saying No Framework," designed to maintain strong customer relationships while ensuring business scalability. You can find it by clicking on the link below: https://drive.google.com/drive/folders/1XiKuk6TlEv3b5VoQqmNoNHT13aOLz8Y7?usp=drive_link Tune in for actionable advice and real-life stories that will empower customer success managers and product teams alike. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Delia Visan - https://www.linkedin.com/in/delia-visan/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Check out "Do you Speck CS" = https://doyouspeakcustomersuccess.com/do-you-speak-cs/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA