Rob Zambito
Founder of Success Scaled Consulting and three-time VP of Customer Success. Has a background in consumer psychology and behavioral economics and turns customer success teams into proactive revenue-generating engines.
Best podcasts with Rob Zambito
Ranked by the Snipd community
21 snips
Jun 30, 2025 • 48min
From Junk Drawer to Revenue Engine: How Psychology Transforms CS Teams
In this conversation, Rob Zambito, founder of Success Scaled Consulting and a three-time VP of Customer Success, shares his expertise in transforming CS teams into proactive revenue-generating engines. He emphasizes the significance of behavioral psychology in understanding customer decisions, driven by cognitive biases rather than logic. Discover the value of aligning team efforts with executive goals, using effective communication to secure leadership respect, and recognizing diverse personas within teams for better engagement and success.
11 snips
Jan 12, 2026 • 47min
How We Turn Angry Clients Into Loyal Advocates w/ Rob Zambito CEO of Success Scaled Consulting
Rob Zambito, Founder and CEO of Success Scaled Consulting, shares vital insights on turning customer escalations into opportunities. He explains the Feel–Felt–Found method for de-escalation, emphasizing that escalations often signal a product's importance rather than failure. Zambito advocates for value-add concessions over discounts and discusses retention strategies like digital cancellation flows. He also delves into consumer psychology, highlighting effects of loss aversion and reciprocity, and shares personal anecdotes that illustrate building better customer relationships.
