The Customer Success Pro Podcast

Discover how to spot the telltale signs of customer churn. Learn to debunk common myths surrounding customer retention. Explore proactive strategies for engaging at-risk clients before it's too late. The discussion emphasizes a five-step framework for identifying those in danger of leaving. You’ll also uncover effective communication tactics and how to create a robust churn prevention playbook to retain valued customers. Tune in for practical advice that could transform your customer success strategies!

In this episode of the Customer Success Pro podcast, Anika Zubair discusses the common pitfalls in customer expansion strategies and emphasizes the importance of proactive engagement. She highlights that expansion should not be treated as a one-time event but rather as an ongoing process that requires continuous conversations and guidance. Anika provides actionable strategies for identifying growth triggers, building expansion pathways, and reframing discussions around customer outcomes to drive successful upsell conversations.Signup to the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassChapters:00:00 Introduction03:11 The Myth of Expansion Timing06:06 Proactive Strategies for Customer Growth08:54 Building an Expansion Pathway12:10 Reframing Expansion Around Outcomes15:01 The Importance of Continuous Conversations18:14 Listener Challenge and RecapConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademySend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Melanie Fay, an enterprise Customer Success Manager at Goldcast. They discuss Melanie's journey in customer success, her transition between various roles, and her innovative approach to customer engagement known as the 'anti-check-in.' Melanie shares her experiences managing a large book of business, the importance of delivering value in customer interactions, and strategies for understanding customer goals and outcomes. The conversation emphasizes the need for CSMs to adapt their approaches to meet the evolving needs of customers and to provide meaningful engagement beyond traditional check-in calls. In this conversation, the speakers delve into the evolving landscape of customer success, emphasizing the importance of understanding customer needs, effective engagement strategies, and the transition from traditional check-in calls to value-driven discussions. They discuss the significance of frameworks for customer conversations, the role of storytelling in enhancing customer relationships, and the necessity of taking ownership and leadership within the customer success domain. Additionally, they explore practical tips for managing a large book of business through segmentation and the importance of being creative and adaptable in communication strategies.Enter the Planhat Giveaway!Win an all-expenses-paid trip to Planhat Open: www.planhat.com/giveawayTimestamps: 00:00 Introduction01:52 Melanie Fay's Journey in Customer Success06:01 Transitioning Between Roles and Companies10:00 The Anti-Check-In Approach13:13 Managing a Large Book of Business17:03 Delivering Value in Customer Interactions21:13 Understanding Customer Goals and Outcomes25:02 Innovative Strategies for Customer Engagement27:00 Understanding Customer Needs and Engagement30:08 Frameworks for Effective Customer Conversations33:04 Transitioning from Check-Ins to Value-Driven Discussions35:06 The Role of Storytelling in Customer Success39:04 Taking Ownership and Leadership in Customer Success43:14 Segmenting and Managing a Large Book of Business47:03 Key TakeawaysConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Melanie Faye:https://www.linkedin.com/in/melanie-faye/I’m Melanie, a CSM living on a small island on the East Coast in Canada. After running my own business for years, I knew when I landed my first CS role that it was meant to be. I’ve been working in Customer Success for nearly 4 years and have been fortunate enough to gain experience in different industries like digital events, HR tech and accounting tech. Most recently, I was supporting mid-market customers at Keeper.app and am now moving into an Enterprise role at Goldcast. I’m excited to get back to my roots in the events industry! When I’m not listening to CS podcasts, meeting wiSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this episode of the Customer Success Pro podcast, Anika Zubair discusses the critical role of strategic communication in customer success. She debunks common misconceptions about what defines success in the field, emphasizing that it's not just about product knowledge or churn prevention. Instead, she highlights the importance of effectively communicating value, influencing stakeholders, and navigating tough conversations. Anika provides actionable strategies for developing these skills, illustrating their impact on career growth and positioning oneself as a trusted advisor. The episode concludes with key takeaways for listeners to implement in their own customer success roles.Chapters:00:00 Introduction01:50 The Importance of Strategic Communication03:16 Common Misconceptions in Customer Success05:08 Understanding Strategic Communication11:00 Developing Strategic Communication Skills24:15 Impact of Strategic Communication on Career Growth30:09 Conclusion and Key TakeawaysConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/Coaching with Anika: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this episode, Anika Zubair discusses the challenges of scaling customer success teams without losing sight of customer value with guest Saahil Karkera. They explore the importance of understanding customer value, the need for continuous engagement with customers, and the significance of personal relationships in customer success. Sahil shares insights from his experience in scaling CS teams in SaaS companies and emphasizes the need for ongoing conversations to define and deliver value effectively. In this conversation, we explore the intricacies of customer success management, focusing on strategies for effective engagement, the balance between hiring and optimizing processes, and the role of AI in enhancing customer experiences. The discussion emphasizes the importance of collaboration across teams, learning from past mistakes, and the future direction of customer success towards hyper-personalization and value delivery.Enter the Planhat Giveaway!Win an all-expenses-paid trip to Planhat Open: www.planhat.com/giveawayChapters:00:00 Introduction 12:32 Defining Customer Value 24:39 Building Personal Relationships in CS 26:40 Navigating Customer Engagement and Progress Tracking 29:07 Optimizing Customer Success Management Without Overwhelm 32:02 Hiring vs. Optimizing: Balancing Resources in Customer Success 37:04 Leveraging AI for Enhanced Customer Success 41:00 Learning from Mistakes: Collaborating Across Teams 43:47 The Future of Customer Success: Hyper-Personalization and ValueConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Saahil Karkera :https://www.linkedin.com/in/saahilkarkera/CS Connect: https://www.joincsconnect.com/Saahil Karkera is a Customer Success leader with 9 years of experience scaling and transforming CS teams in Seed to Series A/B SaaS companies. He took an unconventional path to Customer Success, starting in Enterprise Sales at a startup that was later acquired by one of its customers. Since then, he has built and scaled three high-performing CS teams, with a deep focus on driving retention, expansion, and operational efficiency.Beyond his CS leadership role, Saahil is the founder of CS Connect—a no-fluff, results-driven community for Customer Success leaders navigating the chaos of SaaS startups. His mission? To arm CS leaders with the tools, knowledge, and network to turn CS into a scalable revenue driver rather than just a support function.When he’s not optimizing CS strategies, you’ll find him spending time with his two young children, Mae and Colin.Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.Enter the Planhat Giveway to win an all expense trip to Planhat Open: www.planhat.com/giveawayIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Guy Rahamim, a Senior Manager of Customer Success at Linear B. They discuss Guy's unique journey from studying dentistry to thriving in customer success, the innovative strategies he employs to reduce churn, and the importance of data-driven decisions in customer success. Guy shares insights on the Ideal Customer Behavior (ICB) metric, which helps in understanding customer engagement and retention.Timestamps:00:00 Introduction02:49 Guy's Journey to Customer Success06:08 Understanding Linear B and Its Operations09:29 Career Aspirations and Goals in Customer Success11:53 Winning the Creative Customer Success Leader Award14:12 Challenges with Churn and Customer Health Scores15:11 Introducing Ideal Customer Behavior (ICB)20:00 Building Cross-Functional Teams for Success23:48 The Importance of Collaboration in Customer Success24:16 Proactive Risk Management in Customer Success30:27 Leveraging Data for Customer Engagement36:38 Renewal Strategies and Customer Value41:47 QuickFire Questions RoundConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Guy Rahamim: https://www.linkedin.com/in/guy-rahamim/Guy Rahamim is a dynamic leader in customer success, passionate about helping R&D teams achieve transformative business outcomes. With over a decade of global experience spanning EMEA, APAC, and LATAM, Guy combines strategic planning, leadership, and technical expertise to drive positive net revenue retention and high customer satisfaction.Currently, Guy is a Senior Manager of Customer Success at LinearB. He is also a founding lead at CS Insider and a member of CS Angel, a syndicate of customer success experts investing in innovative technologies.Guy holds a B.Sc. in Biomedical Sciences and an MBA and is recognized as a 2022 & 2023 Top 100 Customer Success Strategist. He is certified at all four levels of the Certified Customer Success Management Professional program, highlighting his dedication to continuous learning and excellence.Guy’s ICB Framework: https://docs.google.com/presentation/d/1BTQBIKeWqfI4LfX6MlkcFkIFBEqvUqkxayJtSrsHpuI/edit#slide=id.g2cf81ef3f44_0_66Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Ejieme Eromosele, an award-winning customer success leader, about her journey from customer success to general management. They discuss the importance of customer advocacy in driving new sales, strategies for upselling and expansion, and the evolving role of customer success in the go-to-market strategy. Ejieme shares her insights on using data to drive urgency, the significance of a discovery-focused mindset, and the need for value-based storytelling in customer success. The conversation highlights key learnings and the future of customer success as a driver of sustainable growth.Want to win a free pair of airpod pros, sign up for a demo with Vitally: vitally.io/csproDon't forget to signup for CSM RevUP to help unlock your revenue potential: https://thecustomersuccesspro.com/revupChapters00:00 Introduction 01:56 Meet Ejieme Eromosele 03:22 Transitioning to a General Manager Role 08:08 The Importance of Customer Advocacy in Sales 14:44 Shaping Post-Acquisition Strategies for New Sales 22:53 Building a Customer Growth Function 28:02 Strategies for Upselling and Expansion 37:02 Key Learnings and Future of Customer SuccessConnect with Anika:LinkedInYouTubeTikTokWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Ejieme:Linkedin: https://www.linkedin.com/in/ejieme/Ejieme Eromosele is an award-winning Customer Experience and Success Executive with over 15 years of experience in building high-impact customer programs. As the General Manager for EMEA at Quiq, Ejieme leads the company’s expansion across Europe, overseeing all aspects of business growth - including marketing, customer success, new business sales and partnerships.Ejieme’s expertise spans customer-led growth, with a focus on transforming customer success functions into powerful drivers of business value. She is also the founder of Success in Black, a pioneering platform that promotes diversity, equity, and inclusion in customer success.Prior to Quiq, she was Managing Director of Customer Experience at The New York Times and led The Times’ efforts to drive retention, loyalty and brand advocacy of its growing subscriber base.Ejieme spent a decade in management consulting at PwC and Accenture. In these roles, she led CX programs across sectors.Beyond her corporate work, Ejieme is a respected advisor, speaker, board member, and angel investor, known for her insights on customer experience strategy and customer success. She serves on the board of the Conversational Design Institute Foundation and the AI Council of Firstboard.io, where she contributes her expertise to discussions on responsible and ethical AI and the future of customer engagement.Ejieme has a BA in Economics from NYU’s College of Arts & Science and an MBA in Strategy and Global Business from NYU’s Stern School of Business.Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Stino, the head of customer success at whale.io. They discuss the evolving role of customer success in the SaaS industry, emphasizing the importance of a revenue-focused mindset. Stino shares his journey from being a tax attorney to a customer success leader, the challenges he faced in his first leadership role, and the strategies he implemented to drive revenue through customer success. The conversation highlights the significance of authenticity, team dynamics, and practical approaches to achieving customer outcomes and business growth. In this conversation, Anika Zubair discusses the importance of understanding customer personalities and building trust through personal connections in customer success. She emphasizes the need for a revenue mindset while maintaining authentic relationships with clients. Anika also addresses the challenges posed by budget cycles and economic constraints, highlighting the evolving role of customer success managers as strategic advisors. She shares valuable lessons learned in leadership and the significance of finding a supportive community in the profession of customer success.Want to win a free pair of airpod pros, sign up for a demo with Vitally: vitally.io/csproDon't forget to signup for CSM RevUP to help unlock your revenue potential: https://thecustomersuccesspro.com/revupChapters:00:00 Introduction 01:56 Meet Stino: A Journey from Law to Customer Success07:15 Understanding Whale.io and Its Revenue Focus10:12 The Shift to Revenue-Focused Customer Success Leadership19:48 Key Strategies for Transitioning to Revenue Leadership25:57 Understanding Customer Personalities32:04 Building Trust Through Personal Connections36:46 Navigating Budget Cycles and Economic Constraints40:39 The Evolving Role of Customer Success43:34 Lessons Learned in Customer Success LeadershipConnect with Anika:LinkedInYouTubeTikTokWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Stino:https://www.linkedin.com/in/stijn-smet-🐳-330435a9/We F**ked Up So You Don’t Have To: https://open.spotify.com/show/2rMe4oQu8wgb3SHCRjEfoQCustomer Success Hotline: https://open.spotify.com/show/3QL0NtH4s2Nakqgad4LsxFSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this podcast episode, Anika Zubair interviews Jay Nathan, COO of Churnkey, about his extensive experience in the SaaS industry and the evolving role of customer success. They discuss the key metrics that drive growth in SaaS, such as retention, customer lifetime value, and profitability, emphasizing the need for agility in tracking and adjusting these metrics. Jay shares insights into his role as COO, the strategic importance of aligning CS with business goals, and the dual focus on customer and company needs. They also explore how customer success is shifting to a more strategic, revenue-driving function within SaaS companies. The episode provides practical advice for CS leaders who want to make a significant impact on their organization.Want to win a free pair of airpod pros, sign up for a demo with Vitally: vitally.io/csproTimestamps: 00:00 - Introduction to Jay Nathan & His Journey04:16 - The Role of a COO in a Startup08:17 - Key Metrics for SaaS Companies13:35 - Understanding Gross Retention vs. Net Retention18:28 - Customer Lifetime Value & Strategic Decision-Making24:03 - Metrics to Track in Day-to-Day CS Operations32:30 - Adapting Metrics as Your SaaS Business Grows43:30 - Quickfire RoundConnect with Anika:LinkedInYouTubeTikTokWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Jay Nathan:LinkedinCheck out his newsletter, GrowthCurveJay Nathan has over 20 years of experience in the software industry, having held leadership roles at prominent technology companies such as Blackbaud, Higher Logic, PeopleMatter, and now Churnkey. He has hands-on experience in bootstrapped, VC-backed, private equity-owned, and publicly traded software companies. In 2017 he launched a management consulting firm focused on SaaS companies and in 2018 launched the popular Gain Grow Retain customer success community, growing it to over 15,000 members worldwide. Jay has spoken and written extensively on leadership, sales, marketing, product, and customer success in the software industry. While his ultimate goal is to launch a Jimmy Buffett cover band, for now, he is focused on helping B2B SaaS companies grow and thrive.Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

Carly Agar, founder and CEO of Carly Agar Training, brings a wealth of experience from the SaaS industry. She discusses strategies for landing promotions in customer success, highlighting the difference between standard and enterprise CSM roles. Carly emphasizes aligning customer success initiatives with business goals and shares practical tips for self-advocacy. She also delves into the complexities of managing enterprise clients and the importance of showcasing your value to ensure career advancement. Tune in for actionable insights on elevating your CSM career!