The Customer Success Playbook

Send us a textIn the finale of our three-part series, Matt LeMay takes on the tech world's shiniest object: artificial intelligence. From summarizing meeting notes to influencing million-dollar decisions, AI is here to stay. But Matt warns against using AI as a goal unto itself. Product teams must ground their experimentation in business logic—or risk becoming distractions.Detailed Analysis: Episode 39 brings a timely and pragmatic take on AI in product management. Matt acknowledges AI’s strengths—particularly in summarizing information and idea generation—but urges caution. When AI tools lack source context, they can mislead as easily as they can inform. The key is discernment: understanding when AI adds value and when it distracts.The team unpacks how AI is impacting product roadmaps, budgeting, and even job security. Matt shares war stories of teams told to "do something with AI," only to later realize the result consumed $200K to close a $50K deal. Oops.But this isn't an anti-AI rant. Matt offers frameworks to leverage AI wisely while keeping business impact front and center. If you’re going to play with shiny tools, make sure they’re solving real problems.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn part two, the gloves come off. Kevin and Roman dive into the chaos of defining impact across diverse teams with Matt LeMay. From freemium metrics to ROI confusion, Matt exposes why so many organizations fail to align on what "impact" actually means. This episode is your backstage pass to better collaboration and smarter goal setting.Detailed Analysis: Episode 38 tackles the messy business of misaligned metrics. Matt shares how product teams often assume they understand impact—only to find marketing, customer success, and sales have completely different definitions. The result? Disjointed strategies and missed opportunities.Matt calls for radical alignment: teams should set goals no more than one step removed from company-level objectives. This not only surfaces tension between teams (think lifetime value vs. new users) but creates a dialogue for harmonizing objectives. Collaboration isn't optional; it's the secret weapon.The episode also zooms out, showing that Matt's framework applies far beyond product. Marketing, customer success, even sales can use the same approach to rethink how they measure success. This isn't just a methodology. It's a mindset shift. If your goals live in the middle zone of vagueness, it's time to bridge the gap between strategy and execution.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textWe kick off this powerhouse three-part series with Matt LeMay, author of Impact First Product Teams. In this episode, we challenge the default mindset of "shipping features" and dig into how product teams can align closely with business-level outcomes. Matt lays down his number one tip for product leaders: set goals that are both high impact and high specificity. Prepare to rethink everything you thought you knew about prioritizing work.Detailed Analysis: Episode 37 sets the foundation for what it truly means to run a high-impact product team. Matt LeMay debunks the myth that asking leadership what they expect is the best starting point. Instead, he argues that teams must own the understanding of their value, crafting goals that tie directly to revenue, growth, or customer success metrics. The formula? Set ambitious, specific, and time-bound objectives. But here comes the twist: doing this invites the Eye of Sauron (yes, that Lord of the Rings reference was glorious). High visibility comes with accountability.Matt doesn't just stop at theory. He discusses how real teams can move from doing busy work to delivering business value by asking the right internal questions and being brave enough to commit to uncomfortable levels of accountability. Product leaders, take note: if your team is just shipping features, you may already be obsolete.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIt’s AI Friday on the Customer Success Playbook! In this forward-looking finale of our three-part series with Ken Sandy, we explore how artificial intelligence is reshaping product leadership. From discovery and prototyping to ethical decision-making and team collaboration, AI is not just changing the tools—it's changing the very skills product managers need. Whether you’re a product leader or part of a cross-functional team, this conversation offers a roadmap for navigating the AI evolution without losing your human touch.Detailed Description: In this must-listen conclusion to our three-part series, Roman Trebon and Kevin Metzger sit down once again with Ken Sandy, author of The Influential Product Manager, to dissect how AI is revolutionizing the way product managers work.Ken kicks things off with a big-picture perspective: AI's impact will be long-term and transformative, but not immediate or magic. Drawing from past technological revolutions, he explains the familiar hype cycle—from inflated expectations to eventual disruption—and positions AI right in the middle of it.But the real gold is in the practical insights. Ken dives into how AI will affect key aspects of product management:Discovery: Use AI to mine customer support data, user behavior, and feedback at scale, unlocking deeper, faster insights.Prototyping: Rapidly build and iterate concepts using AI-driven tools, allowing for early validation (and quick abandonment of bad ideas).Experimentation: Run more robust, scalable tests that bring clarity to customer behavior and optimize solutions in-market.Ken also delivers a reality check: AI is powerful, but it doesn’t replace collaboration. The partnership between product, design, engineering, and CX is more essential than ever. He warns against operating in silos or outsourcing ethical judgment to machines. AI may hallucinate; your team still needs to lead.Plus, the group tackles the tricky topic of technical debt, the future of documentation, and why empathy remains a product leader’s superpower. This isn’t just a conversation about AI—it’s a compelling call to reimagine how we solve problems together.If you want to lead with AI rather than be led by it, this episode is your launchpad.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKeywords:Artificial IntelligenceProduct ManagementCustomer Success PlaybookStrategic InnovationDiscoveryPrototypingExperimentationCross-functional CollaborationTechnical DebtEmpathy in LeadershipKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn this dynamic midweek episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon are back with product leadership veteran Ken Sandy. This time, Ken tackles one of the most pressing challenges in modern product management: how to juggle the urgent demand for quick wins with the strategic need for long-term customer value. He delivers practical frameworks, witty anecdotes, and powerful reframes that will resonate far beyond the product team.Detailed Description: We’ve all felt the squeeze: stakeholders want that feature live yesterday, while customers expect thoughtful innovation. In this energizing conversation, Ken Sandy—author of The Influential Product Manager—returns to the Customer Success Playbook to answer one big question: how can product leaders (and cross-functional teams) balance short-term revenue goals with long-term innovation?Ken starts with a provocative truth: solving meaningful customer problems should inherently deliver business value. If it doesn’t, the strategy might be missing the mark. He then walks through three steps to align customer-centric strategy with day-to-day execution:Elevate customer value metrics to stand shoulder-to-shoulder with revenue goals.Build and own a strategic roadmap that provides clarity and intention beyond reactive requests.Track and communicate resource allocation so trade-off decisions are rooted in data, not drama.What follows is a masterclass in how influence, transparency, and structured thinking can replace the chaos of ad hoc demands. Ken’s insights extend beyond product management. Customer success teams, account managers, and business leaders will find immediately usable tools to help their organizations solve the right problems for the right reasons.Don’t miss this sharp, relatable, and practical playbook for aligning execution with vision—no matter what department you call home.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Ken Sandy, author of The Influential Product Manager, to uncover the secret sauce behind leadership without formal authority. Ken draws on 25 years of product leadership to explain why "leading through influence" isn't just a survival skill—it's a superpower. From understanding organizational objectives to aligning cross-functional teams around shared goals, Ken emphasizes that effective leadership is rooted in context, not control.Detailed Description: Product managers often find themselves in high-stakes roles without the luxury of direct authority. So how do they drive outcomes, rally teams, and deliver for customers? According to Ken Sandy, the answer lies in mastering the art of influence. In this episode, Ken challenges the common misconception that authority is essential for leadership and argues that real power comes from shared purpose and contextual clarity.Ken's number one tip? "Context is king." He explains how product managers (and frankly, anyone in a leadership role) can boost their influence by investing deeply in the "why" behind a project—not just the "what" or "how." When teams understand the problem space, customer needs, and desired outcomes, they become partners in problem-solving rather than passive executors of a plan.This conversation isn't just for PMs. Project managers, customer success professionals, and cross-functional leaders of all stripes will find actionable wisdom here. Ken also underscores that influence isn't a nice-to-have skill—it's a must-have capability for anyone navigating complex organizations. And spoiler alert: influence actually makes you more objective, more collaborative, and ultimately more effective.Packed with humor, insight, and practical guidance, this episode delivers a fresh perspective on leadership that breaks the mold. If you're ready to up-level your impact without needing a bigger title, this one's for you.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textLet’s demystify the magic behind streamlined customer success operations. In this episode of the Customer Success Playbook podcast, Kevin Metzger sits down with Gilad Shriki from Scope to unpack their strategic integration of FunnelStory. They dive into privacy-first data management, lightning-fast time-to-value, and how AI is reshaping how teams interact with data. Plus, find out why Gilad believes FunnelStory might just be the one platform to rule them all.Detailed Description with Business Insights: In this engaging episode of the Customer Success Playbook, Kevin Metzger interviews Gilad Shriki, Head of Customer Experience at Scope, who offers a real-world case study of successfully implementing FunnelStory. With Roman Trebon off this week, Kevin navigates a thoughtful conversation that brings valuable technical and strategic takeaways to customer success leaders.Gilad breaks down how Scope maintains data privacy by leveraging a custom anonymization layer before syncing anonymized data into BigQuery. From there, FunnelStory becomes the centerpiece of their CS tech stack, tightly integrated with HubSpot and Segment. The result? A seamless, compliant, and highly performant system that delivers actionable insights with minimal setup.The discussion peels back the curtain on modern data stack integrations, emphasizing the importance of time-to-value and the benefits of designing for automation-first customer success platforms. Gilad candidly explains how FunnelStory outperformed expectations by offering an intuitive plug-and-play experience and how its engineering team’s responsiveness created a frictionless implementation.Most notably, Gilad envisions FunnelStory not just as a visibility tool but as a centralized hub for both automation and human interaction. His goal? A single pane of glass where CSMs manage sentiment, risk, and engagement—without needing to bolt on other platforms like Gainsight.If you're scaling a CS org or rethinking your tech stack, this episode is your playbook for staying lean without sacrificing power. Tune in and learn how a privacy-first, AI-powered, integrated system can revolutionize how you scale customer success.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Gilad Shriki from The Scope shares insights on how FunnelStory is revolutionizing customer success operations with its automation-first approach. He discusses seamless integration with platforms like BigQuery and HubSpot, ensuring data privacy while optimizing customer data management. Gilad highlights the benefits of AI-driven automation in enhancing customer sentiment analysis and churn prediction. He also evaluates how FunnelStory can scale for businesses up to $500M in revenue, making it a compelling solution for companies looking to enhance their customer success strategies.

Send us a textSummary: Dive into an engaging conversation with Gilad Shriki, Co-founder of Descope, as he shares transformative insights on leveraging FunnelStory to optimize customer journey visibility. Learn how understanding customer data can shape strategic decisions and drive impactful customer success initiatives. This episode offers a deep dive into how FunnelStory can bring clarity and actionable insights to complex customer behaviors.Detailed Analysis: In this episode of the Customer Success Playbook, Kevin Metzger hosts Gilad Shriki, Co-founder of Descope, who sheds light on the pivotal role FunnelStory played in transforming their approach to customer success. Descope, a customer identity and access management platform, faced challenges in understanding the varying paths customers took post-sign-up. Gilad candidly shares how implementing FunnelStory allowed Descope to visualize customer engagement, segment journeys, and prioritize action steps effectively.Gilad emphasizes the power of data visibility in managing diverse customer needs. By categorizing customers into profiles based on engagement levels, Descope could tailor actions and allocate resources more strategically. The episode highlights how FunnelStory’s quick data integration and intuitive funnel views provide immediate clarity, enabling teams to proactively guide customers through their journey.For startups navigating rapid growth or mature companies seeking deeper customer insights, this episode underscores the importance of actionable data. It’s a masterclass in how understanding customer behavior can elevate success strategies and drive meaningful engagement.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummary: In the finale of their insightful series, the Customer Success Playbook podcast hosts Roman Trebon and Kevin Metzger engage with Marcello Calbucci to unpack how AI is influencing the PR FAQ framework. Marcello shares key strategies on leveraging AI for research and feedback while cautioning against over-reliance that may erode critical thinking. From AI's role in enhancing processes to maintaining originality in strategic planning, this episode offers practical takeaways for leaders aiming to innovate wisely and effectively.Detailed Analysis: Wrapping up an engaging series with Marcello Calbucci, this episode dives deep into the intersection of AI and the PR FAQ framework. Marcello begins by distinguishing the different ways AI can be utilized in the strategic process—from research to critiquing work—but he issues a vital caution: relying on AI for strategic thinking can result in average outcomes and missed opportunities for true innovation.Key discussion points include:The three ways AI can support work: research, execution, and critique.Why using AI for strategic decision-making may lead to average, non-differentiated results.How AI can accelerate research while ensuring human oversight drives strategic creativity.The importance of preserving the collaborative process of PR FAQ to ensure diverse, innovative perspectives.Best practices for conducting post-delivery PR FAQ review meetings, including Amazon-style silent reading and structured discussion formats.Marcello also shares how he has developed a custom ChatGPT on his website, providing tailored insights for teams looking to refine their PR FAQs. He underscores that while AI can enhance efficiency, the real value lies in the process of strategic debate, collaboration, and critical thinking.For leaders navigating the evolving landscape of AI and strategic innovation, this episode is packed with thoughtful insights on balancing technology with human creativity. It's an essential listen for anyone refining their customer success playbook.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.