The Customer Success Pro Podcast

FREE Masterclass - https://www.thecustomersuccesspro.com/masterclassIn this episode, Joe De Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment. He shares insights on building scalable, automated customer success programs and the importance of data and human touch.Chapters:00:00 Introduction 03:03 Joe De Grande's background and role at Gong07:12 The change from digital CS to revenue architecture11:57 Defining digital and scaled customer success16:36 Impact of AI on digital customer success23:39 Starting an AI-powered digital CS program30:01 Data as the foundation for AI in CS37:43 The future of AI in customer success43:48 Quickfire predictions and insightsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Joe Di Grande Linkedin: ⁠https://www.linkedin.com/in/josephdigrande/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Book a call to discuss a workshop - https://bit.ly/4wEOJbDIn this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth.Chapters00:00 Introduction: The problem with churn reporting03:28 Understanding and calculating NRR06:18 The shift from growth at all costs to efficiency10:30 Why focus on existing customers for growth16:54 How to forecast NRR effectively20:28 Tracking leading indicators for customer health22:18 Confidently presenting forecasts to leadership28:41 Building a forecasting culture within your team30:35 The importance of embedding NRR into daily reportingConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Book a workshop: https://bit.ly/4wEOJbDAnika Zubair shares a comprehensive guide for new and aspiring VP of Customer Success, focusing on how to manage and improve net revenue retention (NRR) in the first 90 days. She emphasizes the importance of data, systematized processes, and leadership mindset to succeed in a revenue-driven customer success role.Chapters:00:00 Introduction09:37 The importance of a proactive operating system13:41 Training teams on commercial skills16:24 The mistake of accepting numbers without math19:11 Operating as a super CSM versus a leader24:00 Building your NRR math and forecast system31:17 Weekly renewal and expansion review meetings33:57 Rebuilding the math and predicting the number35:49 Applying lessons: homework challenge for listeners39:02 Final thoughts: system, numbers, and leadership mindsetConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Join RevUP VIP: https://bit.ly/45Bb9yzIn this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch.Connect with Tom Ronen: https://www.linkedin.com/in/tom-ronen-83b6a1118/Chapters:00:00 Introduction to Tom Rennan04:16 Tom's background and transition from Monday.com to Harvey09:09 The evolution of customer success and future ambitions12:18 The human element remains crucial despite AI advancements17:11 The importance of trust and deep discovery in customer success22:13 The old playbook is broken: new strategies needed30:44 Measuring value and adoption in an AI-driven world44:13 Systematic approaches to renewals and forecasting50:29 Quick fire questionsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Book a team workshops: https://bit.ly/4wEOJbDThis episode explores how customer success professionals can leverage AI to streamline quarterly business review prep, build compelling value stories, and ultimately drive revenue growth. Anika Zubair shares practical frameworks and tips to transform data analysis into strategic conversations.Chapters00:00 Introduction to AI in Customer Success03:13 The Gap Between AI Curiosity and Usage11:45 Introducing the BOARD Framework13:39 Measuring Outcomes with AI18:11 Quantifying Revenue Impact20:55 Using AI to Identify Growth Opportunities21:23 The Human Element in Value Storytelling24:38 From Status Reports to Closing Arguments25:07 The Power of a Revenue-First Approach26:01 Weekly Challenge: Implementing the Framework28:47 Final Tips for Effective QBRsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Book a team workshop - https://bit.ly/4wEOJbDThis episode explores how customer success professionals can effectively handle price increase conversations without damaging trust. It covers common mistakes, a proven framing method, and practical tips to protect and grow revenue during renewal discussions.Chapters00:00 The common fear around price increase conversations04:22 Value alignment reduces churn07:08 Common mistakes in price increase conversations14:02 Frame the value first before discussing price16:45 Anchor prices against value and cost of leaving17:41 Meet objections with curiosity19:02 Earn the customer’s yes by linking to future value22:17 Handling objections with questions and curiosity25:31 Recap: The key to successful price increases26:00 The importance of framing and trust29:01 Final thoughts Connect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Join RevUP Academy: https://bit.ly/4wRZDuYNeil Sparkes, AVP of Customer Excellence at ServiceNow UK&I, has a global mandate to move agentic AI out of the experiment phase and into live production inside heavily regulated enterprises. In this episode he breaks down why efficiency gains no longer land with a CFO, how ServiceNow benchmarks real cost savings before and after agents, and where to draw the line between what an agent executes on its own and what still needs a human. We also get into the AI divide that is separating fast adopters from everyone else, why token bills are landing on finance desks with no ROI attached, and whether the SaaS model actually survives all this. Neil also shares why he brought in external training on value conversations for his team, and what he thinks CS will be held accountable for next year.Chapters:00:00 Intro03:19 Meet Neil "Sparky" Sparks of ServiceNow16:50 Getting regulated enterprises to adopt agentic AI22:05 Why efficiency gains no longer convince a CFO25:00 Treat an AI agent like a new employee31:10 Start here: low risk, zero human touch workflows35:06 Separating your personal AI from your work AI39:30 The AI divide and token bills with no ROI42:13 Ripping out your tech stack: is SaaS dead?49:41 What AI is doing to renewals and upsellsConnect with Neil Sparkes: https://www.linkedin.com/in/neil-sparkes/Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources

Book a team workshop: https://bit.ly/4egTU9D Anika Zubair discusses how customer success teams can better articulate their value to drive revenue, avoid being seen as a cost center, and climb the revenue proof ladder through effective storytelling and metrics.Chapters00:00 Introduction02:19 The receipts era and the importance of proof in SaaS03:47 AI's impact on CS activities and the value of storytelling05:14 The importance of storytelling to articulate CS value06:08 The problem with reporting activity 07:27 How to connect work to revenue19:36 The four levels of the proof 34:27 The key to recognition36:16 Weekly challengeConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources

Team Workshop: https://bit.ly/4egTU9DAnika Zubair shares practical strategies for customer success professionals to increase visibility, demonstrate impact, and advance their careers by focusing on revenue-driven storytelling and multi-threading within organizations.Chapters00:00 The Invisible CSM02:48 Understanding Recognition in Customer Success05:36 The Importance of Visibility in Career Growth08:51 Common Mistakes Keeping CSMs Invisible11:36 The Seen Framework for Visibility23:21 Implementing the Scene Framework35:25 Personal Journey: From Invisible to VisibleConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Join RevUP Academy: https://bit.ly/4wRZDuYIn this episode, Andrea Kayal, CRO at HelpScout, shares insights on how a small team manages a large customer base, the role of AI in customer support, and strategies for revenue growth through customer success and customer support.Chapters00:00 Introduction 02:33 Meet Andrea Kale03:46 Understanding Customer Success at Help Scout17:07 Segmentation Strategies for 12,000 Customers32:49 Revenue Generation from Support Teams39:19 The Role of AI in Customer Support43:59 Key Takeaways for Customer Success LeadersConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠Connect with Andrea Kale: https://www.linkedin.com/in/andreakayal/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Book a team workshop: https://bit.ly/4egTU9DIn this episode, Anika Zubair dives deep into the importance of effective churn retrospectives in customer success. She shares practical frameworks, common mistakes, and actionable strategies to turn churn analysis into a revenue-driving process.Connect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Book a team workshop: https://bit.ly/4egTU9DAnika Zubair shares a comprehensive revenue operating system for quarterly planning in customer success, emphasizing data-driven strategies, segmentation, forecasting, and cross-functional alignment to drive revenue growth and improve confidence in forecasting.Chapters:00:00 The Shift to Revenue-Focused Customer Success02:49 Understanding the Revenue Operating System05:53 Data-Driven Decision Making in Customer Success08:39 The Importance of Strategic Planning11:47 Common Mistakes in Customer Success Planning20:20 Building a Revenue Operating System27:18 Implementing the Revenue Operating System37:59 Aligning Cross-Functionally for Success41:16 Weekly Challenge and ConclusionConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Book a workshop for your team: https://bit.ly/4egTU9DCassie Vaughn shares her journey from customer success to AI fluency, emphasizing the importance of AI as a co-pilot, building AI agents, and redefining the customer journey in SaaS. This episode offers practical insights for CS leaders aiming to integrate AI effectively and foster a culture of experimentation and growth.Chapters:00:00 The Journey of Customer Success Leadership02:45 Transitioning to Clay: A New Chapter06:10 Redefining Customer Success Roles09:09 The Evolution of Customer Success12:03 AI Fluency in Customer Success15:04 Building AI Fluency in Teams18:05 The Role of Trusted Advisors in CS21:09 Navigating AI Challenges Together27:14 Embracing Experimentation in Customer Success29:18 Building AI Agents for Enhanced Customer Support35:51 Overcoming AI Imposter Syndrome40:37 Redefining AI Fluency in Customer SuccessConnect with Cassie Vaughn: https://www.linkedin.com/in/cassiebrown/Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources

Join RevUP Academy: https://bit.ly/4wRZDuYIn this episode, Anika Zubair shares a practical playbook for customer success professionals who want to confidently have commercial conversations about money. Using her Value Bridge framework, she walks through the mindset changes, tactical language, and real customer scenarios that take your role from friendly advocate to revenue-driven trusted advisor, without ever feeling salesy.Chapters:00:00 - From Friendly to Commercial: The Mindset Change02:46 - The Value Bridge Framework05:56 - Anchoring in Results and Naming the Gap08:39 - Quantifying Impact and Making Recommendations11:46 - Navigating Customer Responses14:30 - Practical Scenarios for Commercial Conversations17:43 - Advanced Tips for Confident Conversations20:22 - The Challenge: Putting Skills into Practice23:39 - Wrapping Up: The Importance of Commercial SkillsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Join RevUP Academy: ⁠https://bit.ly/4wRZDuYIn this episode, Anika Zubair explores how customer success professionals can confidently navigate commercial conversations with customers. She highlights common misconceptions, mistakes, and mindset shifts necessary to elevate your role from friendly advocate to strategic revenue driver—without feeling salesy.Chapters:00:00 - Introduction01:27 - Why avoiding money discussions damages relationships and revenue04:32 - How to shift your mindset: Making commercial conversations part of your value11:44 - Common mistakes: Waiting for permission, leading with product, apologies15:06 - Practical tools for building confidence in commercial conversations23:15 - Five mindset shifts needed for strategic commercial roles30:21 - The importance of learning the language of business and finance36:52 - The foundation for moving forward: Mindset and identity shiftsConnect with Anika Zubair:Website: ⁠⁠⁠https://thecustomersuccesspro.com/⁠⁠⁠LinkedIn:  ⁠⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠⁠RevUP Academy: ⁠⁠⁠https://thecustomersuccesspro.com/revup⁠⁠⁠Grab our FREE resources here: ⁠⁠⁠https://thecustomersuccesspro.com/resources⁠⁠⁠Want to be our next podcast guest? Apply here: ⁠⁠⁠https://www.thecustomersuccesspro.com/podcast-guest⁠⁠⁠Book Anika as a speaker at your next team event: ⁠⁠⁠https://www.thecustomersuccesspro.com/team-event

Workshops Link: https://www.thecustomersuccesspro.com/team-eventIn this episode of The Customer Success Pro, Brittany Casey, VP of Customer Success at Disco, shares insights on the power of multi-threading engagements, relationship mapping, and building resilient customer relationships in the evolving SaaS landscape. Discover practical strategies to enhance customer success, leverage internal and external relationships, and future-proof your career.Chapters00:00 Introduction to Multi-Threading in Customer Success04:34 Brittany Casey's Journey and Role at Disco19:23 The Importance of Multi-Threading Engagements27:36 Building Relationships Across Stakeholders37:58 Navigating Challenges in Relationship Mapping46:19 Tools and Strategies for Effective Customer Success54:43 Quick Fire Questions with Brittany CaseyConnect with Anika Zubair:Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠RevUP Academy: ⁠⁠https://thecustomersuccesspro.com/revup⁠⁠Brittany Cassey Linkedin: https://www.linkedin.com/in/thatcustomersuccessgal/Brittany Cassey's TikTok: https://www.tiktok.com/@thatcustomersuccessgalGrab our FREE resources here: ⁠⁠https://thecustomersuccesspro.com/resources⁠⁠Want to be our next podcast guest? Apply here: ⁠⁠https://www.thecustomersuccesspro.com/podcast-guest⁠⁠Book Anika as a speaker at your next team event: ⁠⁠https://www.thecustomersuccesspro.com/team-event

Book a Team Workshop: https://bit.ly/4mqqgCuOn this episode of The Customer Success Pro Podcast, Anika Zubair discusses the impact of AI on customer success roles, emphasizing how AI is transforming workflows, exposing non-strategic tasks, and highlighting the importance of strategic skills for customer success professionals in the AI era.Chapters00:00 AI's Impact on Customer Success Roles09:37 The Shift from Admin to Strategic Roles19:23 Skills for Success in an AI-Driven World23:34 Weekly Challenge: Embrace AI for Strategic GrowthConnect with Anika Zubair:Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠RevUP Academy: ⁠⁠https://thecustomersuccesspro.com/revup⁠⁠Grab our FREE resources here: ⁠⁠https://thecustomersuccesspro.com/resources⁠⁠Want to be our next podcast guest? Apply here: ⁠⁠https://www.thecustomersuccesspro.com/podcast-guest⁠⁠Book Anika as a speaker at your next team event: ⁠⁠https://www.thecustomersuccesspro.com/team-event

Join the FREE Masterclass: https://bit.ly/4mqqgCuIn this episode of The Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success as a revenue-generating function, the skills needed for modern CS professionals, and practical strategies to drive growth and renewals.Chapters00:00 The Evolving Role of Customer Success09:48 Revenue as a Core Function19:36 The Shift from Support to Revenue29:12 Mastering Revenue-Driven SkillsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Join the FREE Masterclass: https://bit.ly/4mqqgCuIn this episode of the Customer Success Pro Podcast, Julie Fox, Director of Digital and Scaled Customer Success at Highland, shares insights on transforming customer success from reactive to proactive, data-driven revenue forecasting, and building scalable digital CS programs. She discusses signals for early churn detection, effective use of behavioral data, and strategies for scaling customer success efforts.Connect with Anika Zubair:Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠RevUP Academy: ⁠⁠https://thecustomersuccesspro.com/revup⁠⁠Julie Fox Linkedin: https://www.linkedin.com/in/julie-fox-1b05395a/Julie’s Book on Amazon: https://amzn.to/4u1qO4cGrab our FREE resources here: ⁠⁠https://thecustomersuccesspro.com/resources⁠⁠Want to be our next podcast guest? Apply here: ⁠⁠https://www.thecustomersuccesspro.com/podcast-guest⁠⁠Book Anika as a speaker at your next team event: ⁠⁠https://www.thecustomersuccesspro.com/team-event

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠This episode explores how customer success teams can proactively manage renewals by focusing on value realization, strategic alignment, and continuous impact storytelling. Learn practical frameworks to improve retention, expand revenue, and build confidence in renewal conversations.Chapters:00:00 Introduction04:29 The misconception of renewal timing and value realization09:35 The role of success plans in renewal success11:01 Practicing value-led conversations and strategic discovery16:15 Tracking revenue metrics and business goals17:58 Leading indicators of renewal risk and budget cycle awareness18:57 Making every customer interaction a value conversation22:38 Weekly challenges for customer success teamsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Check out our team workshops: https://www.thecustomersuccesspro.com/team-event⁠In this episode, Anika Zubair breaks down how Customer Success professionals should handle discount requests during renewals without panicking or immediately conceding. She explains why discount conversations are rarely about price and usually signal unclear value. Anika shares common mistakes CSMs make, including negotiating against themselves and failing to diagnose the root cause. She outlines a practical framework to shift the conversation from price to ROI, protect value, and lead renewal negotiations like a revenue owner.Chapters:00:00 Introduction02:22 Why Customers Ask for Discounts in Today’s Market07:00 The Biggest Mistake CSMs Make with Discounts12:00 Stop Negotiating Against Yourself14:03 Diagnose the Real Reason Behind Discounts16:23 Step 118:09 Step 219:40 Step 323:09 Weekly ChallengeConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠In this episode, Anika Zubair interviews Jim Richmond, Chief Customer Officer at Smartling, about how modern Customer Success teams must evolve to stay relevant. Jim shares how his team redesigned QBRs to focus on customer outcomes instead of product metrics, why role specialization helps CS teams scale, and how AI tools are increasing productivity. The conversation explores storytelling, discovery, renewals, and the skills CSMs need to drive retention, expansion, and measurable business value for customers.Chapters:00:00 Introduction03:22 Jim Richmond11:50 The Role of a Chief Customer Officer14:43 Rethinking QBRs Around Customer Value24:04 Moving from Service Delivery to Outcomes30:55 Specializing Customer Success Roles35:33 What CSMs Should Focus on Today46:03 Renewals, Expansion, and Commercial Skills52:32 Lessons for Building a Value Led CS OrgConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Jim Richmond Linkedin: https://www.linkedin.com/in/jimrichmondatl/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Team Workshops: https://www.thecustomersuccesspro.com/team-eventThis episode emphasizes the importance of continuous reinforcement in customer success training. It highlights how annual kickoffs, while energizing, are insufficient for sustained behavior change and revenue growth. The host advocates for monthly revenue enablement rhythms, practical skill-building, and consistent practice to achieve predictable renewals and upsells.Chapters:00:00 The Kickoff Season02:58 The Importance of Reinforcement in Customer Success05:42 Training Frequency: Building Revenue Skills08:52 The Role of Consistency in Customer Success11:31 Creating a Monthly Enablement Rhythm14:45 Common Mistakes in Customer Success Training17:34 Building a Revenue Lab for Continuous Learning20:20 The Power of Repetition in Skill Development23:10 Final Thoughts: Actionable Steps for CS LeadersConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need to move away from traditional check-in calls towards value-driven conversations. She highlights the pressures faced by customer success teams in 2026, the importance of articulating value to customers, and common mistakes made in customer interactions. Anika provides actionable insights on structuring conversations to focus on business outcomes, progress, and next steps, ultimately aiming to foster stronger customer relationships and drive growth.Chapters00:00 The State of Customer Success Today03:04 Evolving Conversations in Customer Success05:53 The Dangers of Check-In Calls08:31 Understanding Value Beyond Happiness11:48 Common Mistakes in Customer Success14:32 Structuring Value-Driven Conversations23:12 Implementing Value Calls29:18 Weekly Challenge and RecapConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Check out our team workshops: ⁠https://www.thecustomersuccesspro.com/team-event⁠In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical importance of creating effective revenue success plans that are actively used throughout the customer journey. She highlights common mistakes made in building these plans, such as creating static documents that are not revisited and failing to involve customers in the process. Anika emphasizes the need for these plans to focus on clear business outcomes and to be living documents that guide customer interactions. The episode concludes with a practical challenge for listeners to enhance their success plans.Chapters00:00 Introduction 02:10 The Importance of Living Success Plans12:16 Common Mistakes in Building Success Plans13:08 Defining Revenue Success Plans17:25 Utilizing Success Plans Throughout the Customer Journey21:24 The Weekly Challenge and ConclusionConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Check out our team workshops: ⁠https://www.thecustomersuccesspro.com/team-event⁠In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Natasha Evans, VP of Customer Growth at Hook, about the challenges of proving ROI in customer success when product metrics are lacking. They discuss the importance of value articulation, the role of marketing in customer success, and strategies for enabling customer success teams to effectively measure and communicate value. Natasha shares her insights from her career journey and emphasizes the need for customer success professionals to craft their own narratives and build strong partnerships with customers to drive success.Chapters00:00 Introduction 02:48 Proving ROI in Customer Success04:15 Natasha Evans: Career Journey and Insights15:43 The Role of Marketing in Customer Success22:13 Value Articulation and ROI Measurement31:27 Creating ROI Metrics When They Don't Exist41:32 Enabling Customer Success Teams47:10 Future of Customer SuccessConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Natasha Evans: https://www.linkedin.com/in/natashaevans1/Success Plan Generator: ⁠https://success.hook.co/success-plan/⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Check out our team workshops: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need for clarity in roles and outcomes. She highlights the ambiguity that has plagued customer success teams and the pressure they face to demonstrate value. Anika outlines common mistakes made in customer success practices and offers strategies for defining success in terms of customer outcomes. The episode concludes with a challenge for listeners to articulate the impact of their work in a way that resonates with business objectives.Chapters00:00 Introduction01:26 The Redefinition of Customer Success03:58 The Ambiguity of Customer Success Roles08:33 The Pressure on Customer Success Teams10:48 Common Mistakes in Customer Success18:39 Strategies for Defining Customer Success23:32 Weekly Challenge and RecapConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Enroll in RevUP Academy: https://thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Alon Ahronberg, VP of Customer Success at Atera. They discuss the transition from a product-led growth model to a sales-led growth model, the importance of redefining customer success roles, and the implementation of proactive customer journeys. Alon shares insights on enhancing customer adoption, the significance of re-onboarding customers, and the role of AI in shaping the future of customer success. The conversation emphasizes the need for strategic leadership and project management in scaling customer success teams effectively.Chapters:00:00 Introduction03:14 Transitioning from Product-Led to Sales-Led Growth05:54 The Importance of Customer Success in Tech09:03 Building a Proactive Customer Success Organization11:57 Defining Roles in Customer Success14:47 Implementing Customer Journeys and Health Scoring17:48 Enhancing Customer Adoption and Value21:12 Re-Onboarding Customers for Success23:52 The Role of AI in Customer Success27:02 Challenges in Scaling Customer Success Teams30:02 Lessons Learned from Moving Upmarket32:46 Final Thoughts and Quickfire QuestionsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Alon Ahronberg: https://www.linkedin.com/in/alon-ahronberg/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Signup for RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, host Anika Zubair sits down with Emma Lambert, VP of Customer Success at Ably, to discuss the critical role of customer success in driving revenue. They explore how to turn renewals into predictable revenue forecasts, the importance of understanding customer engagement, and the strategies for effective upselling. Emma shares her insights on building a revenue-focused customer success team, the significance of financial literacy, and the necessity of asking direct questions during customer interactions. The conversation emphasizes the need for a structured approach to renewals and upsells, integrating them into a cohesive NRR strategy, and the value of continuous discovery throughout the customer journey.Chapters:00:00 Introduction 03:00 The Role of Customer Success in Revenue Generation05:55 Understanding Customer Engagement and Value Delivery09:06 The Importance of Forecasting in Customer Success12:10 Navigating the Commercial Landscape of Customer Success15:02 Building a Revenue-Focused Customer Success Team18:10 The Six-Month Renewal Framework21:10 Asking the Right Questions for Renewals24:09 Upselling Strategies in Customer Success26:55 Integrating Renewals and Upsells into NRR Strategy30:02 Best Practices for Revenue-Focused Customer Success32:56 Quick Fire Questions with Emma LambertConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Emma Lampert: https://www.linkedin.com/in/emmalampert/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro podcast, Anika Zubair discusses the critical revenue levers that customer success professionals must master to drive growth and protect their book of business. She emphasizes the importance of moving from a reactive role to a proactive one, focusing on adoption momentum, executive alignment, and expansion strategies. Anika provides actionable insights and a challenge for listeners to apply these concepts in their work, ultimately aiming to enhance their effectiveness and success in customer success roles.Chapters:00:00 Unlocking Customer Success: The Revenue Levers04:48 The Reactive Trap: Moving Beyond Task Doing09:43 Mastering the Revenue Levers for Growth14:25 From Task Doer to Revenue Driver: A Personal Journey17:36 Your Weekly Challenge: Focus on Revenue LeversConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of shifting from a task-driven mindset to a revenue-focused approach in customer success. She highlights common mistakes professionals make, such as treating their day like a support queue and waiting for sales to dictate upsell opportunities. Anika emphasizes the need for commercial ownership and provides actionable strategies for customer success professionals to become strategic advisors, including conducting value conversations and understanding customer insights. The episode concludes with a challenge for listeners to engage with their top accounts and deepen their business relationships.Chapters:00:00 Introduction to Customer Success Transformation03:01 The Shift from Task-Driven to Revenue-Focused05:52 Common Mistakes in Customer Success08:55 Understanding Commercial Ownership11:53 Implementing a Revenue-Focused Weekly Rhythm14:28 Value Conversations and Insights17:43 Becoming a Strategic Business Advisor20:34 Challenge: Elevate Your Customer Conversations23:18 Conclusion and Call to ActionConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zubair and guest AsAshley Stamps-Lafont discuss the evolving role of customer success within go-to-market strategies. They explore the importance of building relationships, establishing trust, and the necessity of aligning customer success with revenue goals. Ashley shares her experiences as the first VP of Customer Success at Quotapath, emphasizing the need for customer success leaders to understand financial metrics and the shift towards revenue ownership. The conversation also touches on the future of customer success, the importance of communication, and actionable advice for aspiring leaders in the field.Chapters:00:00 The Role of Customer Success in Go-To-Market Strategy14:39 Building Relationships and Trust in Customer Success24:44 Metrics and Revenue Ownership in Customer Success39:29 Future Directions for Customer Success46:51 Advice for Aspiring Customer Success LeadersConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Ashley Stamps-Lafont:Linkedin: https://www.linkedin.com/in/ashleystampslafont/Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources

Download the CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkoutIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the rapidly changing landscape of customer success and the importance of future-proofing one's career in this field. She outlines key trends, common mistakes professionals make in career planning, and provides a playbook for success that includes leveraging AI, connecting work to revenue, and building a personal operating system. Anika emphasizes the need for customer success professionals to take ownership of their career paths and to continuously adapt to the evolving demands of the industry.Chapters:00:00 Navigating Change in Customer Success02:41 The Impact of AI on Customer Success05:50 Common Mistakes in Career Planning08:38 Future-Proofing Your Career11:23 Building Your Personal Operating System14:35 Leveraging AI as a Co-Pilot17:20 Tracking Your Achievements20:28 Acting Like the Next Level Version of YouConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here:https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here:https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkoutDownload The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success professionals in driving revenue without resorting to traditional sales tactics. She emphasizes the importance of recognizing opportunities, creating value, and leading with impact. Anika outlines common mistakes made by CS professionals, reframes the concept of revenue generation, and provides a three-part framework for effectively engaging with customers to uncover growth opportunities. The episode concludes with a challenge for listeners to practice proactive revenue thinking in their customer interactions.Chapters:00:00 Introduction to Commercial Customer Success02:43 The Shift in Customer Success Expectations05:34 Common Mistakes 08:43 Reframing Revenue Conversations11:22 The Importance of Discovery14:32 Connecting Value to Business Outcomes17:18 Identifying Expansion Opportunities20:23 Weekly Challenge 23:05 ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproThe Objection Handling Guidebook for CS: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Courtney Balban, VP of Customer Success at Leadr, a manager enablement platform. They unpack how Courtney went from therapist to CS leader, why curiosity is a true superpower in customer conversations, and how her team runs a full cycle CS model without relying on rigid playbooks. Courtney shares how she teaches CSMs to sit in discomfort, separate noise from impact, and use deeper discovery to uncover real business problems instead of reacting to surface requests. They also dig into psychological safety, call coaching, leading managers through the teddy bear plus bulldozer balance, and the shift from retention first thinking to treating CS as a growth engine that speaks in outcomes and revenue language.Chapters:00:00 Introduction06:55 Inside Leadr, full cycle CSMs and structuring the post-sale team14:16 Cutting through the noise, activity versus impact and root cause thinking23:10 Redefining customer value and building a team without rigid playbooks30:32 Curiosity as a superpower36:54 Why CSMs stop one question too early and how to go deeper without feeling salesy42:19 Psychological safety, call coaching and how the team transformed47:31 Leading leaders, big lessons learnedConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Courtney Balban:Linkedin: https://www.linkedin.com/in/courtneybalban/Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Download the CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkoutIn this episode of The Customer Success Pro Podcast, Anika Zubair reveals why so many talented CSMs get overlooked for promotions and how to fix it with a clear promotion-focused goal-setting strategy. She explains the difference between performance goals and promotion goals, why revenue alignment matters even in support-heavy roles, and the three career-limiting mistakes most CS pros make during review season. You will learn her three-step Promotion Plan Framework, how to speak in business impact language, and how to track, package, and pitch your work so you can move from overlooked to the obvious next choice for senior roles. If you want to accelerate your career growth, rewrite promotable goals, and position yourself for your next title, this episode gives you the roadmap.Chapters:00:00 Why you keep getting overlooked for promotions00:42 Performance goals vs promotion goals03:37 Why talented CSMs get passed up05:59 Why business impact language matters08:18 Mistake 1: Goals that are too generic10:38 Mistake 2: Waiting for your manager to set your goals12:49 Mistake 3: Not tracking wins all year15:06 The Promotion Plan Framework17:32 How to create a promotion-focused North Star goal23:48 Weekly challenge and next stepsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Grab your copy of the 2025 Customer Experience Benchmarks Report: everafter.ai/benchmarkIn this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Alana Stoltzfus, a leader in digital customer success at Okta. They discuss the evolution of customer success, the importance of digital growth, and how Okta's Success Hub enhances customer experience through personalized recommendations. Alana shares insights on the tools and systems that power their digital success plans, the challenges faced in data management, and the lessons learned from building a scalable customer success program. The conversation emphasizes the need for continuous improvement and the importance of delivering value to customers.Chapters00:00 Introduction 02:52 Alana Stoltzfuss: Journey into Digital Customer Success05:46 The Evolution of Digital Customer Success at Okta08:43 Understanding Digital Growth and Customer Segmentation11:50 The Success Hub: Enhancing Customer Experience15:04 Personalization and Business Goals in Customer Success17:59 The Role of Digital Customer Success in Business Growth27:58 Tailored Customer Experiences for Gold and Silver Clients30:06 Personalized Communication and Value Realization32:29 Differentiated Messaging for Admins and Executives34:38 The Importance of Personalization in Customer Success36:36 Tools and Systems Powering Digital Success42:41 Lessons Learned and Future Directions in Customer SuccessConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Alana Stoltzfus:Linkedin: https://www.linkedin.com/in/alanastoltzfus/Alana leads the Automation & Scaled Insights team at Okta, where she drives efforts to increase customer adoption, retention, and growth at scale as part of the Digital Success motion. Through the delivery of data and insights to customers and customer-facing teams, as well as AI-powered experiences, she has enabled Okta to serve all customers from SMBs (via self-service) to its largest enterprise customers, not just to scale but also to more effectively drive better customer outcomes through deeply personalized experiences. Prior to Okta, Alana worked in roles across customer success, voice of customer, and digital success, most recently at LinkedIn and Atlassian. She lives in the Bay Area with her husband and 2 sons.Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of The Customer Success Pro Podcast, Anika Zubair takes a deep dive into one of the most misunderstood tools in Customer Success: the Quarterly Business Review (QBR). Too often, QBRs turn into reporting sessions that fail to create impact or executive alignment. She shares her 5-step framework to elevate your QBRs from tactical updates to strategic, revenue-focused discussions that executives actually care about. You’ll learn how to connect product outcomes to business value, align with executive priorities, and close each review with a clear call to action that opens commercial doors. The episode wraps up with a practical challenge for listeners to apply the framework and transform their next QBR into a partnership-driven session that drives growth.Chapters00:00 Welcome to The Customer Success Pro Podcast03:14 Why Most Business Reviews Fall Flat07:57 The Missed Opportunity in Every Business Review10:15 Mistake #1 – Treating QBRs Like Usage Reports12:36 Speaking the Executive Language: Revenue, Risk, and Efficiency14:52 Mistake #2 – Talking At the Customer Instead of With Them17:13 Mistake #3 – Ending Without a Clear Next Step19:28 Turning Objections into Opportunities21:41 The 5-Step Framework for Value-Led Business Reviews35:42 Listener Challenge: Reframe Your Next QBR37:41 Final ThoughtsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproDownload The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkoutIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Sean Reid, an award winning CS leader. They explore why “green” health scores can mask real risk, how to spot hidden churn signals, and why renaming the metric to a Renewal Probability Score improves forecasting and cross functional alignment. Sean explains his model that blends human captured sentiment with product signals, how multithreading and stakeholder engagement change renewal odds, and why NPS should be treated as a trend over time rather than a single moment. The conversation offers practical guidance on structuring sentiment fields in your CRM, coaching teams to score consistently, avoiding a rushed rollout, and turning QBR data into executive ready value stories that drive renewals and expansion.Chapters:00:00 Introduction02:40 Meet Sean Reid10:11 Why “green” accounts still churn14:45 Multithreading and hidden influencers22:26 From health score to Renewal Probability Score25:28 Building the model, 60 to 40 sentiment to signals34:49 Value storytelling and outcome-focused QBRs37:10 Rethinking NPS as a trend, not a moment44:28 Lessons51:51 Wrap-upConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Sean Reid:Linkedin: https://www.linkedin.com/in/sean-reid/Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/In this episode of the Customer Success Pro Podcast, Anika Zubair explores the phenomenon of customer ghosting, particularly during the Halloween season. She discusses the reasons why customers may go silent, the common mistakes made by customer success professionals, and effective strategies to re-engage ghosted customers. Anika shares personal anecdotes and emphasizes the importance of understanding customer needs, setting clear expectations, and adapting communication styles. The episode concludes with actionable takeaways and a challenge for listeners to apply the discussed strategies.Chapters00:00 The Haunting of Customer Relationships03:07 Understanding Customer Ghosting05:37 Common Mistakes Leading to Ghosting08:42 Communication Styles and Customer Engagement11:46 Reviving Ghosted Customers17:47 Strategies for Re-engagementConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring success effectively. The episode serves as a guide for new CS professionals to navigate their roles and build impactful customer success strategies.Chapters00:00 Introduction02:39 Common Mistakes in Building CS from Scratch05:53 Strategic Focus for Customer Success08:38 Building a High-Performing CS Team11:46 Measuring Success in Customer Success14:38 Creating a Customer Journey Map17:25 Developing a Minimal Viable CS Strategy20:33 Next StepsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical role of handling objections during the renewal process. She emphasizes that objections should be viewed as opportunities for engagement rather than roadblocks. Anika shares common mistakes made by customer success professionals when faced with objections and provides effective strategies for addressing them. The episode concludes with a call to action for listeners to practice their objection-handling skills to enhance their confidence and effectiveness in renewal conversations.Chapters00:00 Transforming Objections into Opportunities03:31 Understanding the Renewal Process10:24 Common Mistakes in Handling Objections16:04 Effective Strategies for Objection Handling19:10 Weekly Challenge and ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial confidence among CSMs, and effective training strategies that can transform customer success into a revenue-driving function. Anika emphasizes the need for practical, hands-on training that equips CSMs with the skills to handle objections, multi-thread accounts, and demonstrate value in every customer interaction. The episode concludes with a call to action for leaders to invest in their teams' growth and capabilities.Chapters00:00 The Importance of Customer Success Investment02:41 Common Pitfalls in Customer Success Training06:01 Building Commercial Confidence in Customer Success08:50 Effective Training Strategies for Customer Success11:37 Transforming Customer Success into a Revenue Driver14:57 Practical Workshops for Customer Success Teams17:51 The Role of Templates and Frameworks20:43 Handling Objections and Multi-threading Accounts23:54 Investing in Customer Success for Future Growth26:43 ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention.Chapters:00:00 Introduction to Customer Success and Onboarding03:34 Building Customer Success from Scratch11:39 Challenges in Building Customer Success22:51 The Importance of Onboarding35:36 Creating Wow Moments in Onboarding55:22 Key Takeaways for Building Onboarding ProgramsDownload The CS Pro freebies:https://thecustomersuccesspro.com/resourcesConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Cara Benecke:Linkedin: https://linkedin.com/in/cara-benecke/Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode of the Customer Success Pro Podcast, Anika Zubair shares her personal journey from a Customer Success Manager (CSM) to the Vice President of Customer Success in just seven years. She discusses the common mistakes that keep professionals stuck in their careers and provides actionable strategies for career advancement. Anika emphasizes the importance of visibility, mindset, and taking ownership of one's career path, encouraging listeners to step out of their comfort zones and invest in their personal growth.Chapters00:00 Anika's Journey: From CSM to VP03:20 Common Mistakes in Career Progression17:07 Strategies for Career Advancement30:02 The Importance of Visibility and MindsetConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Signup for RevUP Academy: https://thecustomersuccesspro.com/revupIn this episode, Anika Zubair discusses the importance of the first 90 days in a customer's journey, emphasizing that this period is crucial for adoption and long-term success. She outlines common mistakes made by customer success managers, such as focusing too much on features rather than outcomes, and provides a detailed playbook for driving adoption. Anika shares personal experiences and lessons learned, highlighting the significance of understanding customer needs and celebrating quick wins. The episode concludes with a practical challenge for listeners to apply the discussed strategies to their own accounts.Chapters00:00 The Crucial First 90 Days09:12 Common Mistakes in Customer Success18:31 A Playbook for Driving Adoption19:56 Personal Insights and Lessons Learned27:43 Weekly Challenge Connect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer success management. They discuss the shift from traditional customer success roles to a more strategic approach, focusing on business outcomes rather than just product adoption. Chad shares insights from his newly published book, 'The Strategic Customer Success Manager,' and provides frameworks for CSMs to enhance their strategic conversations and relationships with customers. The episode emphasizes the need for CSMs to understand their customers' businesses and to ask the right questions to drive value and outcomes.Chapters:00:00 Introduction 02:52 The Evolution of Customer Success06:01 The Strategic Customer Success Manager08:50 Defining Strategic CSMs11:50 The Importance of Business Outcomes14:47 Frameworks for Strategic Conversations17:42 Managing Up and Building Relationships20:54 Quickfire Questions and Wrap-UpThe CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Chad Horenfeldt:https://www.linkedin.com/in/chadhorenfeldt/https://www.strategiccustomersuccess.com/Chad Horenfeldt is the VP of Customer Success at Siena AI and an award-winning CS leader with over 20 years of experience building high-impact teams at companies like Eloqua (acquired by Oracle) and Kustomer (acquired by Meta). Known for his blend of strategic insight, empathy, and operational excellence, Chad has shaped the careers of hundreds of CSMs and helped define the modern CS profession. He’s a founding member of CS Angel, advisor to emerging CS tech, and a longtime advocate for elevating CS into a strategic function.Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode, Anika Zubair discusses the critical topic of handling product delays in customer success. She emphasizes that product delays are not just timeline issues but also trust issues that can significantly impact customer relationships. Anika outlines common mistakes made by Customer Success Managers (CSMs) during these situations and provides actionable strategies for managing customer expectations proactively. The conversation highlights the importance of transparency, reframing value stories, and maintaining open communication with customers to rebuild trust and ensure successful partnerships even in the face of challenges.Chapters00:00 Navigating Product Delays in Customer Success05:43 Proactive Strategies for Managing Customer Expectations11:00 Building Trust Through Transparency and Communication14:56 Tactical Approaches to Strengthen Customer RelationshipsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode, Anika Zubair discusses the common mistakes made by customer success leaders and how to avoid them. She emphasizes the importance of aligning customer success with revenue, building a high-performing team, defining success metrics, and becoming a strategic partner within the organization. Anika shares her personal experiences and insights on delegation, coaching, and empowering teams to achieve their goals. The episode concludes with a call to action for leaders to reflect on their practices and make necessary changes to enhance their leadership effectiveness.Chapters00:00 Introduction to Customer Success Leadership Challenges02:51 Common Mistakes in Customer Success Leadership05:40 Aligning Customer Success with Revenue08:49 Building Effective Teams and Metrics11:35 Strategies for Exceptional Customer Success Leadership14:43 Defining Success and Tracking Impact17:48 Becoming a Strategic Partner in Customer Success20:35 Wrap up Connect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes. Anika emphasizes the need for cross-departmental collaboration, operationalizing customer feedback, and empowering teams to lead in customer success initiatives. The episode concludes with a metaphor comparing the customer journey to a relay race, underscoring the importance of teamwork in achieving customer success.Chapters00:00 Building a Customer-Centric Culture02:48 Common Mistakes in Customer-Centricity06:02 Steps to Create Customer-Centricity12:15 Empathy and Recognition in Customer Success18:19 The Relay Race of Customer Success21:33 Actionable Challenge for Cross-Functional CollaborationConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event