Customer Success Talks

Join us in this episode as we delve into the world of Customer Success with Irina Vatafu, a seasoned leader with 8 years of experience in customer-facing roles. Irina has not only led Customer Success initiatives but has also been on the front lines as both a leader of CSMs and a CSM herself.In today's conversation, we will explore the concept of Change Management in Customer Success and its importance for CSMs in assisting their customers with managing change. Irina shares valuable insights into overcoming challenges such as building trust with internal teams and communicating the true value of change.Discover actionable strategies for ensuring smooth transitions, gaining trust, and effectively conveying the benefits of change. Plus, learn how to spot common signs of resistance within a customer's internal team.Tune in to empower your Customer Success strategies and master the art of Change Management with Irina Vatafu.Connect with Irina Vatafu on LinkedIn.Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!We are now available on YouTube

🎙️ Explore Your CS Career 🚀 In this episode of Customer Success Talks, we're delving into the fascinating world of Customer Success careers. Join us as we tackle three crucial challenges that every CS professional faces at some point in their journey: 1. The first step to finding a job is to know the value you, as a CSM, can bring to the organization 2. Tailoring CVs for Success: Learn how to craft a standout CV that highlights your CS achievements. 3. Beating Burnout: Tips for Resilience: Explore effective strategies to prevent and overcome CS burnout. Tune in for career-transforming insights and empower your CS journey! 🌟 Resources: - STAR Method - CS Insider Connect with Carly Agar and Katrina Kugelmeier on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

In this episode, we delve into the world of "Exploring Digital Customer Success" with our special guest, Alex Turkovic, known for his YouTube channel "Digital Customer Success." As businesses shift towards digital landscapes, customer success strategies are undergoing significant transformations. Tune in as we address key challenges, including implementing digital tools, ensuring data privacy and security, and striking a balance between automation and human touch. Discover how organizations can harness the power of digital customer success and gain insights from Alex's expertise in this realm. Join us for an insightful conversation that unravels the complexities of digital customer success strategies. Do you want to learn more about Digital Customer Success? Join Alex's amazing ⁠YouTube channel.⁠ Connect with Alex Turkovic on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

In the fast-paced world of Customer Success, the initial months of a CSM role can be both exhilarating and overwhelming. How does one strike the right balance between learning and demonstrating immediate impact? How can a new CSM ensure they're on the right path to long-term success? In this episode, we're joined by two seasoned professionals: Bhumika Arora, a customer success career coach with a proven track record in various CS roles, and Lara Javalyn, who brings a rich tapestry of diverse experiences to her current role as a Senior Account Manager. Together, they unpack: Strategies for the first 30, 60, and 90 days in a CSM role. Navigating the challenges of making an impact and continuous learning. Insights into common obstacles faced by new CSMs and advice on overcoming them. Whether you're stepping into the customer success domain for the first time or are a seasoned professional looking for fresh insights, this episode offers a goldmine of advice to set you on a path of excellence. Dive in and discover the art of transitioning from a rookie to a pro in Customer Success. Take a look at the resource below: - Code for Success Coaching certification: BALAUNCH39, and this is for 60% Off. - Take a look at Bhumika's coaching program and resources, Ruffday Coaching - What is a RACI Chart? - For CS free learning materials and certifications check the following academics, Udemy, Aspireship, Gainsight, Planhat, and Catalyst.io - We recommend you to join, CS Connect a Customer Success Community. Connect with Lara Javalyn on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

In this episode, we journey into the heart of creating and cultivating a robust Customer Success (CS) culture. We explore the difference between a customer-centric approach and a full-fledged CS culture, unpacking their individual significance in the business ecosystem. We bring to light the challenges faced by CSMs in their quest to build a CS culture, from the alignment of different departments to the formation of a comprehensive strategy aimed at enhancing customer experiences. Our discussion takes a compelling twist as we dive into the scientific aspects of CS, specifically the influence of neuroscience. We'll cover the distinct characteristics seen in companies that have triumphed in creating a CS culture versus those still on the path. We'll provide actionable steps on how CSMs can effectively contribute to this transition. Don't miss this episode, loaded with invaluable insights and practical takeaways to help you build a strong, thriving customer success culture in your organization. Join us !! Connect with Ed Powers on LinkedIn. Your Host ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

We explore what emotional intelligence means in the context of customer success and why it plays a pivotal role for CSMs. Our conversation extends to the current climate of heightened global emotions and the critical role of customer success representatives in maintaining a neutral and respectful environment. This episode also challenges listeners: how do you balance the pressure of meeting goals and maintaining a specific appearance or reputation without losing yourself in the process and risking burnout? Listen in for our insights on this and many more topics that blend the art and science of emotional intelligence, rapport building, and customer success management. This episode is a must-listen for anyone looking to strengthen their emotional intelligence skills in their professional lives. Connect with Janelle Friday & Daryl Huang on LinkedIn. Your Host ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

In this episode of "Customer Success Talks," we have two amazing guests, Sydney, the current VP of Customer Success, and Ben, a recent transitionee from a customer success manager to a team lead. Sydney and Ben share their insights on the challenges and triumphs encountered during their career transitions, especially when stepping into a leadership role for the first time. They also reveal their personal experiences with the imposter syndrome, providing valuable advice for those considering a similar career move. Not only do they discuss the role transition, but they also delve into the essence of leadership itself, highlighting the significance of coaching, feedback, and setting clear expectations for a team. Connect with ⁠Ben Johns ⁠& ⁠Sydney Strader⁠ on LinkedIn. Your Host ⁠Bayron Toruño⁠ is also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

We delve into the powerful connection between compensation and Customer Success Manager (CSM) performance. With the role of CSM becoming increasingly pivotal in shaping customer experiences and ensuring long-term loyalty, aligning their compensation to their performance has never been more critical. This episode seeks to demystify the various aspects of CSM compensation, from base pay to bonuses, commissions, and non-monetary rewards. We'll explore how a well-structured compensation plan can motivate CSMs to drive customer success, thus directly contributing to business growth. Join us as we uncover the rewards of success and how they empower CSMs to go the extra mile in providing exceptional customer service. Whether you're a CSM, a team leader, or a business owner, this episode is packed with valuable insights that can positively influence your approach to compensation and performance. Tune in and equip yourself with the knowledge to drive your business towards unprecedented success. Connect with Joe Krause on LinkedIn. Your Hosts Bayron Toruño and Nav Thomas are also open to chatting with you! Join CS Connect, you will love it!!!!

In this insightful episode of Customer Success Talks: Real Challenges, Experts Advice, we dive into the world of OKRs. Our expert guests, Aaron Lapierre, a customer success professional, and Theeba, an Implementation Team Manager, share their valuable insights and practical experiences. We explore a fascinating challenge: linking OKRs to a company's revenue. The exchange of ideas offers new perspectives on how OKRs can boost not just customer success, but also the company's financial performance. Whether you're an experienced professional or just starting your career, this episode is filled with nuggets of wisdom to help you understand and implement OKRs effectively. Tune in to learn more! Connect with Aaron Lapierre &Theeba Chuciyanthan on LinkedIn. Your Host Bayron Toruño is also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

Join Lorenzo Serva, a seasoned customer success manager at Dynatrace, as he dives into the often tricky waters of reducing churn through cross-functional collaboration. He explores the various types of churn that threaten SaaS businesses and emphasizes the critical importance of strong interdepartmental relationships. Lorenzo shares strategies for enhancing customer retention by aligning offerings with customer needs and highlights how effective product integration can create barriers to switching. Get ready for insights that could transform your approach to customer success!