PODCAST · business
Customer Success Talks: Real Challenges, Experts' Advice
by Bayron Toruño
Customer success skills, career advice and real CSM conversations. Customer Success Talks is for CSMs in their first years and anyone breaking into customer success. We cover what the job actually demands: onboarding, adoption, churn, and expansion, plus the skills nobody trains you on, like communication, negotiation and reading human behavior. No theory for its own sake. Conversations with people who have done it, and things you can try this week. Hosted by Bayron Toruño, CS practitioner and co-organizer of the PxA CS Summit. New episodes every two weeks. Give it a try :)
Episodes
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Stop Treating Customers Like Accounts | CS Strategy with Emilia D'Anzica
Every customer success manager knows the trap: reactive firefighting instead of proactive growth. Executive coach & former CCO Emilia D'Anzica reveals why most CSMs stay stuck, how to use AI to get ahead, and why your check-in meetings are costing you client retention. Every customer success...
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VP of CS Reveals the The Biggest AI Mistake CSMs Make (And What to Do Instead)
Are CSMs making AI harder than it needs to be? Yes, and it's costing us time, revenue, and customer relationships.In this episode, I sit down with Lukas Alexander, VP of Customer Success, to break down exactly where CS teams go wrong with AI and the step-by-step approach that actually works.Lukas...
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The CS Secret to Getting Feature Requests Prioritized Now
Are your feature requests and customer feedback piling up in the backlog, with no movement, no ETA, and frustrated customers asking you for answers you don't have? You're not alone. One of the most common pain points for Customer Success Managers is the disconnect between CS and the product team....
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Your Customer Data Isn't Actionable Yet: Here's Why
How should Customer Success Managers actually use data? In this episode, Denny Burda, Chief Customer Officer at River Consultancy Group, to break down a simple framework for turning customer data into insights, conversations, and actions that drive retention and expansion. Many Customer Success...
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How the shifting global market, AI, and new pricing models are reshaping Customer Success right now
In this episode we have the honor of having two of the most respected leaders in CS, Jan Young and Ralphie White, to unpack how the shifting global market, AI, and new pricing models are changing Customer Success, and what you can actually do about it. They get into why the market shift isn't...
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Why Most QBRs Fail And the 15-Minute QBR That Fixes Them
What if your Quarterly Business Review didn’t need 30 slides and an hour-long meeting to deliver value? And to discover how to change this, I sat down with Customer Success leader Andrea Bumstead to break down her powerful 15-Minute QBR framework, a practical approach that is challenging the way...
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Why You're Always Busy But Never Productive (And How to Fix It) with David Allen
Master the GTD method with David Allen to regain focus and finally achieve a clear mind. David Allen, the architect of Getting Things Done, explains why your brain is for having ideas, not holding them. Whether you are overwhelmed by email or struggling to manage complex projects, the core of…
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The Productivity Shift Every Customer Success Manager Needs to Make
Struggling to stay productive as a Customer Success Manager while juggling endless tasks, Slack messages, and urgent requests?In this episode we break down what real productivity looks like for CSMs—and why being busy doesn’t always mean driving impact.Joined by Leslie Venetz, a top 1% B2B sales...
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The Hidden Reason Clients Aren't Getting Results - Maranda Dziekonski
Most CSMs focus on product usage—but real impact comes from understanding the business behind the customer.In this episode of Customer Success Talks, I sit down with Maranda Dyskonski, Chief Customer Officer, to explore how to dig deeper, avoid assumptions, and create real, measurable value for...
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Financial Acumen: How to Drive Revenue & Prevent Churn
Customer Success isn’t just about relationships anymore—it’s about revenue.If you can’t talk money, you can’t influence outcomes.In this episode of Customer Success Talks, I’m joined by Laura Kightlinger, Customer Success and Financial Acumen expert, to unpack why financial understanding is...
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The Biggest Customer Success Managers Mistake: Empathy Without Boundaries
Customer Success is often described as a people-first role…But what happens when empathy has no boundaries?In this episode, I sit down with Diego Ospina Lopez for a real, honest conversation about the human side of Customer Success — the part that doesn’t always show up in playbooks or...
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No Management Experience? Here's what hiring managers are looking for
Getting your first Customer Success leadership role can feel impossible.Most job descriptions ask for 3–5 years of management experience…but how do you get that experience if no one gives you the first opportunity?In this episode, I sit down with Bhumika Arora to break down how Customer Success...
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CSM Quick Lesson: Master SPICE Model for Client Conversations with Andrea Rijna
In today's CSM Quick Lesson with Andrea Rijna Understanding the SPICE model can transform client conversations. This customer-centric approach builds rapport and ensures solutions are tailored to real needs, making clients more receptive to your recommendations. You can find the full conversation...
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Becoming a CS Leader for the First Time: Stop Burnout Before It Starts
In this episode, we explore intentional leadership a grounded, self-aware way of leading that helps Customer Success professionals navigate stress, prevent burnout, and build healthier habits. I'm joined by leadership coach Norma Serena Hogan and CS leader Olya Kinash, we break down the real...
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CSM Quick lesson: Navigating Global Workplaces Hierarchy & Cultural Nuances
CSM Quick Lesson with Laura Kightlinger.Navigating cultural nuances in the workplace can be tricky with customers but also with colleagues.Laura shares how to address cultural differences, ensuring everyone feels comfortable sharing ideas, regardless of culture.You can find the full conversation...
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Becoming a CS Leader for the First Time: Leading Without a Title, Influence, Personal Branding
In this episode, I had a great conversation with Bojan Dimevski, Senior Manager of Customer Success at Cornerstone, who leads an international team across DACH. Bojan shares his journey from CSM to leader, emphasizing how you can lead without a formal title by building influence, personal…
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CSM Quick Lesson: Revenue Focus, Mindset & Tactical Tips Revealed
CSM Quick Lesson with Marija Skobe-PilleyIn this Quick Lesson, unlock your selling potential as a CSM! Don't think of it as selling—bring value. Learn tactical tips: financial & workflow probing. Understand needs and drive upsells while strengthening trustYou can find the full conversation...
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Becoming a Customer Success Leader for the First Time | How to Navigate Your First Leadership Role
In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time.Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance...
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CSM Quick Lesson: AI Skills & Strategy for 2025 & Beyond!
CSM Quick Lesson with Kelley TurnerCustomer success doesn't require a specific background. In fact, the most diverse teams often excel in this role. Professionals from digital marketing, sales, consulting, and even food service bring unique abilities. The key is prioritizing effectively, looking...
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How to Write Messages That Get Replies | Jen Allen-Kanuth
In the fast-paced world of Customer Success, every email counts but how do you make yours stand out in a crowded inbox? In this episode Jen Allen-Kanuth, sales trainer and co-founder of DemandJen, to uncover the psychology and strategy behind writing emails that get real responses. We break down...
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CSM Quick Lesson: How To Build Success & Partnerships with Anika Zubair
In today's CSM Quick Lesson with Anika Zubair!CSM needs to proactively focus on customer business outcomes, not just product features. By understanding and aligning with customer goals, CSMs drive strategic partnerships and business growth. It is not just about product knowledge; it is about...
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Everyone Has a Brand—Are You Controlling Yours?
In this episode, I had such a real and human conversation with Sandy Yu, founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile....
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CSM Quick Lesson: Turn Data into Engaging Narratives With Alexander Grabner-Jarlung
In today's CSM Quick Lesson with Alexander Grabner-Jarlung you will discover the ABCDO of Storytelling framework that offers a structured approach to using stories effectively in customer success. Each element—Answer, Bounce, Counter, Duo, and Object—provides a unique way to leverage…
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How to Build a Personal Brand That Stands Out: Mindset, Curiosity & Real Human Connection
In this powerful conversation, Morgan J. Ingram — Founder & CEO of AMP Social and one of the leading voices on personal branding & LinkedIn, joins me to break down what authentic branding really means today. This episode is not about AI — it’s about the mindset, consistency, and authenticity…
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CSM Quick Lesson: Crazy CS Secrets Revealed! with Greg Daines
In today's CSM Quick Lesson with Greg Daines you will discover that instead of focusing solely on product fixes, prioritize helping customers define and achieve measurable results. Motivate behavior change, demonstrate early wins, and watch how those 'difficult' customers transform into your...
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ACE Framework: Activate Value, Cultivate Relationships & Expand Revenue
In this episode of Customer Success Talks, we have our good friend Thomas Voigt, Founder of The CS Academy, to explore how frameworks can transform the way Customer Success Managers operate.Thomas introduces the ACE Framework — Activating Value, Cultivating Relationships, and Expanding Revenue —…
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CSM Quick Lesson: Customer Education Strategies with Vicky Kennedy
In today's CSM Quick Lesson with Vicky Kennedy, customer education can't be an afterthought! To scale, connect what your team already knows with what customers need. Listen, gather data, then build... You can find the full conversation below: YouTube: https://youtu.be/fb39GyCVtd0 Spotify -...
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The Psychology of Customer Success: How Understanding Human Behavior Drives Retention & Change
In this episode, we have the pleasure of having a special guest, Rachel Provan, a seasoned customer success leader, to explore the intersection of psychology and customer success. We discuss the importance of understanding human behavior, the psychological barriers customers face, and how these...
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CSM Quick Lesson: Authority, Consistency & Scarcity with Dr. Christopher Phelps.
In today's CSM Quick Lesson with Dr. Christopher Phelps, you will discover that authority isn't about boasting, it's about letting others showcase expertise. Motivate action through consistency and commitment, using small steps. Scarcity drives urgency, ethically combined with reciprocity.…
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CSM Quick Lesson: Career Growth with Marija Skobe-Pille
In today's CSM Quick Lesson with Marija Skobe-Pille you will discover unlock career potential! Explore how expanding your role, offering solutions, and envisioning long-term goals can lead to advancement. Don't just aim for a 9-to-5; bring value and watch opportunities unfold. 'Bring me…
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How to Be Remembered When You Speak with Bill McGowan
Bill McGowan has coached the founders of Amazon, Uber, Spotify and LinkedIn. His first rule: don't open your mouth until you know your first four words. Not"well", not "so", not "you know". A real word. Most people in business speak in a way that is immediately forgettable, and communication was...
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CSM Quick Lesson: Building Loyal Relationships with Ali Cudby
In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to…
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The top 3 skills every CSM needs to grow into a strategic role
Most CSMs act like waiters. Chad Horenfeldt spent 20 years learning why that costs you the customer's respect, and what to do instead. In this episode, we get into the habits that separate a strategic CSM from an order-taker: how to introduce yourself without undercutting your credibility, how to...
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CSM Quick Lesson: Boost Customer Onboarding Strategies with Donna Weber
In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every time we meet, we should be delivering value. Customer success hinges on clear communication and valuing client time, not just product delivery.You…
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The 30-60-90 Plan Every New CSM in a Startup Needs
Most startups won't hand you an onboarding plan. Priscila Fletcher explains how to build your own, month by month, and what to have done before day 90. Month 1 is listen, learn and ask. Month 2 is getting your hands dirty before imposter syndrome sets in. Month 3 is quick wins you can show your...
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CSM Quick Lesson: Upselling Tactics with Jan Young
In today's CSM Quick Lesson with Jan Young, we explore the ideal timing, the right person, and the perfect product for expansion. Don't erode trust by selling too aggressively!In other words, nurture relationships pre-sale but focus on needs post-sale. You can find the full conversation below:...
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Why Do NPS Surveys Make or Break Your Job? with Myriam Hirt
In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team…
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Customer Experience vs Customer Success: How to Design a Journey That Drives Loyalty |Vaishali Dialani
What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys? 🔗Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a…
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The Invisible Game: What Really Decides Who Wins a Deal with with Kai-Markus Mueller
A salesperson showed Kai-Markus Mueller's cousin an €800 Prada sweater. He bought a €250 Hugo Boss instead and told everyone he got a bargain. The Prada sweater was never for sale. It was there to make the Hugo Boss look cheap. Kai-Markus Mueller is a neuroscientist who has measured value...
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How to Actually Listen to Your Customers (And Why It Matters)
Implementing a voice of the customer program is how you move from guessing to knowing what your clients actually need. Andrew Marks, co-founder of SuccessHACKER, joins us to break down why a structured VoC framework is the backbone of a high-performing post-sales org. Most teams listen to the...
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Stop Leaving Money on the Table: A CSM’s Guide to Revenue
Building an entrepreneurial mindset is the best way to gain authority with your customers. Stop claiming expertise and start proving it. 🧡 Marija Skobe-Pilley joins us to break down why the best customer success managers act like business owners. We discuss how to guide clients toward success by...
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Diego Fernandez: How to Build a Revenue-Driven CS Team
Want to improve your customer success results? Start using revenue management tactics to track engagement and spot risks. Diego Fernandez, author of The Art of Revenue, explains why CS teams need to move beyond simple check-ins. If you are not putting a number to client happiness, you are missing...
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The Future of AI in Customer Success: Lessons from Vitally's CEO with Jamie Davidson
Stop worrying about learning to write AI prompts. Jamie Davidson, CEO of Vitally, explains why the future of AI in customer success is about creativity, not technical syntax. Most teams are stuck obsessing over the wrong AI skills. Jamie argues that user interfaces will soon make complex prompt...
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The AI Revolution in Customer Success: What You Need to Know
AI in Customer Success is replacing manual tasks, but can it replace human connection? Kelley Turner shares what works now. Kelley Turner, SVP of Global Customer Success at Vitally, joins us to break down exactly how AI is reshaping the daily workflow for CSMs. We look at the specific elements of...
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How to Discover What Success Really Means for Your Customers with Tamara Kempf & Ayman Azmy
Stop focusing on feature delivery and start driving real customer success. Align your strategy with what clients actually need. Working with Tamara Kempf and Ayman Azmy, we break down why your team might be stuck in the trap of checking off product features instead of solving real problems. When...
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If vs. When: The Tiny Language Shift That Changes Everything
Behavioral economics can change how your customers respond. Learn to nudge decisions by shifting your language today. We talk to Melina Palmer about the science of how our brains process information. Most of our daily actions are driven by the subconscious, yet most emails and meetings are…
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Why You're Losing Sales (And How the SPICED Framework Fixes It)
Learn the SPICED framework to stop centering sales calls on your product and start solving real customer problems. Many CSMs and sales professionals accidentally make every call about their own agenda. Andrea Rijna, founder of The Power Lab, argues that the most effective way to build rapport is…
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Why Cultural Awareness Is Your Biggest CS Asset
Master cultural awareness to build stronger global relationships. Learn how to adapt your style for international success. Laura Keitlinger joins the show to discuss why customer success is fundamentally about human management. We talk about how personal and professional growth depends on your...
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ABOUT THIS SHOW
Customer success skills, career advice and real CSM conversations. Customer Success Talks is for CSMs in their first years and anyone breaking into customer success. We cover what the job actually demands: onboarding, adoption, churn, and expansion, plus the skills nobody trains you on, like communication, negotiation and reading human behavior. No theory for its own sake. Conversations with people who have done it, and things you can try this week. Hosted by Bayron Toruño, CS practitioner and co-organizer of the PxA CS Summit. New episodes every two weeks. Give it a try :)
HOSTED BY
Bayron Toruño
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How many episodes does Customer Success Talks: Real Challenges, Experts' Advice have?
Customer Success Talks: Real Challenges, Experts' Advice currently has 103 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Customer Success Talks: Real Challenges, Experts' Advice about?
Customer success skills, career advice and real CSM conversations. Customer Success Talks is for CSMs in their first years and anyone breaking into customer success. We cover what the job actually demands: onboarding, adoption, churn, and expansion, plus the skills nobody trains you on, like...
How often does Customer Success Talks: Real Challenges, Experts' Advice release new episodes?
Customer Success Talks: Real Challenges, Experts' Advice publishes regularly with 103 episodes available. Check the episode list for the typical release schedule.
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Customer Success Talks: Real Challenges, Experts' Advice is created and hosted by Bayron Toruño.
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