The Daily Standup

Episode 190: David Karp loves being a CS leader with all its ups and downs. But it's not for everyone.⏱️ Timestamps:00:00:00 - Intro00:01:58 - Customer success is a roller coaster ride 00:04:19 - Not everyone is built for the ride 00:07:16 - Embracing unpredictability and teamwork 00:08:43 - Leadership must support the front lines 00:09:27 - Emotional resilience in customer success 00:12:02 - Serving customers in their critical moments 00:13:55 - Next up, the log flume?📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with David Karp:David's LinkedIn: https://www.linkedin.com/in/davidalankarp/Mentioned in this episode:And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show!The Segment

The tech landscape is evolving, and customer success is at the forefront. There’s a deep dive into how AI and SaaS innovations are causing disruptions. The hosts explore whether these changes should be a concern and how to find hope in a shifting industry. They also tackle the SaaS identity crisis and provide practical tips to navigate it. The discussion highlights the challenges leaders face in adapting to rapid changes and reassessing product-market fit to stay ahead.

Episode 188: Emily Deas has a unique chance to think about efficiency from the very beginning.⏱️ Timestamps:00:00:00 - Intro00:02:27 - The challenge of scalable customer success 00:03:48 - Does everyone really want a personal touch? 00:05:35 - Choosing what NOT to do in customer success 00:07:19 - Segmenting customers for better service 00:09:03 - Generational differences in customer needs 00:10:03 - The power of checklists in CS operations 00:12:29 - Why standardized processes matter📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Emily Deas:Emily's LinkedIn: https://www.linkedin.com/in/emily-deas/Mentioned in this episode:LTV ShopThe Segment

Episode 187: Thomas Voigt already has his eyes on the horizon beyond artificial intelligence.⏱️ Timestamps:00:00:00 - Intro00:01:08 - Thomas’ bold vision for CS 00:02:06 - The call for customer intelligence 00:04:41 - Why doesn’t this exist yet? 00:06:12 - Can CRMs handle the future? 00:07:26 - AI co-pilots: hype or innovation? 00:09:46 - The human roadblock to progress 00:12:03 - Parting thoughts📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Thomas Voigt:Thomas's LinkedIn: https://www.linkedin.com/in/thomas-voigt/Mentioned in this episode:LTV ShopThe Segment

Episode 186: Rob, Dillon, and special co-host Mickey Powell discuss how they'd recommend a newcomer learn CS from scratch.⏱️ Timestamps:00:00:01 - Intro00:01:24 - No topic? Time to check Reddit 00:02:57 - Firehose time: learning in customer success 00:04:33 - A roadmap to mastering customer success 00:07:39 - Theory vs. tactics in professional growth 00:08:56 - The brutal honesty of Reddit comments 00:11:11 - Never stop learning, follow your curiosity 00:11:42 - Wrapping up!📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/Mentioned in this episode:LTV ShopThe Segment

Episode 184: Alex Turkovic joins the pod for a two-part series on - what else? - digital customer success.⏱️ Timestamps:00:00:00 - Intro00:01:45 - Digital CX burnout is real 00:02:42 - Rethinking digital customer success 00:03:43 - Digital CS vs. CS at scale 00:05:13 - Automation: help or hindrance? 00:07:53 - The hybrid future of customer success 00:09:35 - The dark side of digital experiences 00:11:10 - Do what doesn't scale… for now📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Alex Turkovic:Alex's LinkedIn: https://www.linkedin.com/in/alexturkovic/Mentioned in this episode:LTV ShopThe Segment

Episode 184: Alex Turkovic joins the pod for a two-part series on - what else? - digital customer success.⏱️ Timestamps:00:00:00 - Intro00:01:45 - Digital CX burnout is real 00:02:42 - Rethinking digital customer success 00:03:43 - Digital CS vs. CS at scale 00:05:13 - Automation: help or hindrance? 00:07:53 - The hybrid future of customer success 00:09:35 - The dark side of digital experiences 00:11:10 - Do what doesn't scale… for now📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Alex Turkovic:Alex's LinkedIn: https://www.linkedin.com/in/alexturkovic/Mentioned in this episode:The SegmentLTV Shop

Episode 183: Holly Goodliffe tells us a tale of two conversations about building digital customer success processes.⏱️ Timestamps:00:00:00 - Intro00:01:52 - The challenge of proving digital CS impact 00:03:40 - A framework for connecting CS to revenue 00:06:23 - From biscuits to business: Holly’s career shift 00:08:57 - Prerequisites for a successful digital CS program 00:10:49 - Digital CS is not magic—laying the groundwork 00:12:20 - The evolution of digital CS from hype to strategy 00:12:55 - Wrapping up!📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Holly Goodliffe:Holly's LinkedIn: https://www.linkedin.com/in/hollygoodliffeHolly's website: https://hollygoodliffe.com/Mentioned in this episode:The SegmentLTV Shop

Episode 182: Chris Pitman is beginning his entrepreneurial journey and finding inspiration from an ancient practice.⏱️ Timestamps:00:00:00 - Intro00:02:02 - Facing challenges early in customer success 00:02:52 - Negotiating with toddlers and customers 00:05:52 - Stoicism in business and life 00:08:00 - The battle within: mindset over stress 00:09:01 - Defining your boundaries in CS 00:11:29 - Balancing success, family, and fulfillment 00:13:43 - Wrapping up!📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Chris Pitman:Chris's LinkedIn: https://www.linkedin.com/in/chris-pitman-3b86683a/Mentioned in this episode:LTV ShopThe Segment

Episode 181: Customer success vanishes tomorrow - what department do you move to?⏱️ Timestamps:00:00:00 - Intro00:01:17 - Surviving a customer success layoff 00:02:10 - Is two years of CS experience enough? 00:03:33 - The "what if CS disappeared?" test 00:04:48 - Where would you go if not CS? 00:07:01 - The surprising path to customer marketing 00:08:13 - How Reddit viewed CS career pivots 00:09:18 - The hidden feeder system in tech 00:10:39 - Wrapping up!📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/Mentioned in this episode:The SegmentLTV Shop