CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

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CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

CS RevSpeak

32 episodes

13 hours ago

An account turns red. The alert fires. Slack lights up. But then what? In this episode, we break down what top CS teams do after a red flag so risk doesn't spiral into churn. We cover: What a great “red account” playbook looks likeCommon failures (and how to avoid them)What good actually looks like at scaleIf your risk response is more improv than process, this teardown will help you build a system that’s clear, fast, and effective. Subscribe to CS RevSpeak! If you found today’s episode valu...

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An account turns red. The alert fires. Slack lights up. But then what? In this episode, we break down what top CS teams do after a red flag so risk doesn't spiral into churn. We cover: What a great “red account” playbook looks likeCommon failures (and how to avoid them)What good actually looks like at scaleIf your risk response is more improv than process, this teardown will help you build a system that’s clear, fast, and effective. Subscribe to CS RevSpeak! If you found today’s episode valu...

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Episodes (20/32)

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Playbook Teardown: What Happens After a Red Account is Flagged?

An account turns red. The alert fires. Slack lights up. But then what? In this episode, we break down what top CS teams do after a red flag so risk doesn't spiral into churn. We cover: What a great “red account” playbook looks likeCommon failures (and how to avoid them)What good actually looks like at scaleIf your risk response is more improv than process, this teardown will help you build a system that’s clear, fast, and effective. Subscribe to CS RevSpeak! If you found today’s episode valu...

13 hours ago

18 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Real-World AI Use Cases for CS Leaders

AI is everywhere but how is it actually helping Customer Success teams right now? In this episode, I break down how CS leaders are using AI today to work smarter, not harder, from spotting risk early to personalizing at scale. You’ll walk away with real use cases, practical tips, and tools that can create impact without overwhelming your team or tech stack. Some tools mentioned: Hook.co, Magnify.io, Gong, Userpilot, Whatfix, Sendspark. I’m not affiliated with these tools but I’ve either used ...

2 weeks ago

22 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Should You Stay or Should You Go? Navigating Career Decisions in CS

In this episode, we’re tackling one of the toughest questions every CS leader faces: Should you stay… or should you go? You’ll learn: ✔ Why career decisions in CS feel so personal and why leaving can feel harder than it looks ✔ The key signs it may be time to move on (growth, impact, values, and energy) ✔ The reflection questions to ask yourself before making a big move ✔ How to stay with intention or leave with clarity so your next step aligns with your growth If you’...

4 weeks ago

12 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Getting Hired in a Tough Market: A Playbook for CS Leaders

In this episode, we’re breaking down how to position yourself for your next CS leadership role especially in today’s competitive market. You’ll learn: ✔ How to clarify your unique leadership identity and value ✔ The positioning mistakes most CS leaders make (and how to fix them) ✔ What hiring managers are really looking for beyond the job description ✔ Why visibility, brand, and strategic storytelling make all the difference Whether you’ve been job searching for months or are just starting t...

1 month ago

16 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Mastering Mental Wellness in Customer Success Leadership

In this episode, we dive into the mental workload that comes with leading a Customer Success team and how to manage it effectively without burning out. You’ll learn: ✔ How the constant switching between tasks affects your mental clarity and performance ✔ The true cost of ignoring mental wellness in leadership ✔ Practical strategies for protecting your peace, setting boundaries, and managing your energy ✔ How to create a sustainable leadership system that supports your ...

1 month ago

14 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Skill, Will, or System? Diagnosing Underperformance in Customer Success

In this episode, we’re tackling one of the toughest challenges Customer Success leaders face: underperformance. When a team member isn’t meeting expectations, it can be hard to pinpoint the root cause. Is it a skill gap? A motivation issue? Or is the system itself setting them up for failure? You’ll learn: ✔ How to diagnose whether the issue is skill, will, or system ✔ Why the traditional “skill and will” framework falls short in CS ✔ How to evaluate if your team’s underperf...

2 months ago

15 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

The Customer Success Playbook for Product-Led Growth

In this episode, we’re diving into the critical role Customer Success plays in a Product-Led Growth (PLG) motion and how to rethink your CS team’s focus and metrics in a self-serve world. You’ll learn: ✔ What makes PLG fundamentally different from traditional sales-led models ✔ How CS can drive value throughout the entire user journey—from sign-up to expansion ✔ How to adapt your engagement model and scale success in a product-led environment ✔ Key metrics that matter ...

2 months ago

21 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

The Ultimate Guide to Structuring a Customer Success Manager Interview Process

In this episode, we’re breaking down how to structure your CSM interview process and find the right fit for your team. You’ll learn: ✔ How to define success and the skills your CSM needs ✔ How to design a 4-round interview process for deeper insights ✔ Why practical exercises are key to assessing real-world skills ✔ How to evaluate cultural fit and alignment with your team Whether you’re hiring your first CSM or scaling your team, this episode will help you hire with c...

3 months ago

13 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

How to Succeed in Your First 90 Days as a Customer Success Leader

In this episode, we’re breaking down what actually matters in your first 90 days as a CS leader and how to avoid the chaos that derails so many new leaders. You’ll learn: ✔ Why diagnosing comes before fixing ✔ What to focus on in your 30-60-90 day plan ✔ How to align with stakeholders and drive early momentum ✔ And how to build credibility, clarity, and traction from day one Whether you're the first CS hire or stepping in to lead an existing team, this episode gives yo...

3 months ago

18 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

What Founders Get Wrong About Customer Success

In this episode, we’re unpacking the biggest missteps founders make when building out Customer Success and how to avoid them. You’ll learn: ✔ Why hiring one CSM to “figure it out” is a setup for failure ✔ What embedding CS into your company culture actually looks like ✔ The real reason churn isn’t solved by CS alone ✔ And how to measure what actually matters—so you don’t get blindsided later If you’re a founder building your first CS function or a CS leader working to ...

4 months ago

13 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

How to Equip Your Customer Success Team for Revenue Conversations

In this episode, we’re getting honest about what really holds CS teams back from leading effective revenue conversations and what you, as a CS leader, can do to fix it. You’ll learn: ✔ The core mindset shift your CSMs need before anything else ✔ Why hesitancy isn’t about discomfort with “selling”; it’s about blind spots ✔ How to build situational fluency through coaching and enablement ✔ And how to embed revenue enablement into your team’s daily rhythm, tools, and cult...

4 months ago

22 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Why Coaching Accelerates Customer Success Leadership Growth

In this episode, we unpack the leadership blind spots that keep CS leaders stuck and why trying to navigate them alone slows everything down. You’ll learn how coaching can help you build clarity, spot the patterns you’re too close to see, and move forward with sharper focus and confidence. This episode explores: ✔ Why leadership actually gets harder the more senior you become ✔ The difference between experience and awareness (and why both matter) ✔ How blind spots show...

5 months ago

17 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

How to Build Customer Success as the First CS Hire in a Startup

In this episode, I’m pulling back the curtain on what it’s really like to build from scratch based on my own experience and the CS leaders I’ve coached. We’ll walk through: What to prioritize in your first 90 daysThe three foundational pillars to focus on when you’re a team of oneHow to avoid burnout and build scrappy systems that actually scaleHow to prove the value of CS internally without fancy tools or dashboardsWhen (and how) to make the case for your first hireThis episode is prac...

5 months ago

21 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

How to Coach Your Customer Success Team to Be More Strategic

In this episode, I break down what being strategic actually means in a Customer Success context. And how you, as a CS leader, can help your team move from task execution to value leadership. We’ll walk through: The 5 core behaviors that define strategic CSMsHow to coach and enable your team to develop this skillsetTactical ways to embed strategic thinking into your culture and operating modelPlus, I’ll share real frameworks, coaching questions and enablement tips you can start using right awa...

6 months ago

25 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Doing More with Less: Leading Customer Success Teams Through Constraints

This episode is for every CS leader trying to navigate the impossible: higher targets, more responsibilities, tighter budgets and somehow still expected to deliver results without burning out their team. We always hear “do more with less” but no one really explains how to do that in a way that actually works. So in this episode, we’re diving into what that really looks like in practice. You’ll learn: Where to focus when you can’t do it allHow to scale impact without scaling headco...

6 months ago

26 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

The 3 Shifts Your Customer Success Team Needs to Own Revenue

Should CS Own Revenue? Most teams are already doing it. Just not doing it well. In this episode, I dive deep into the Revenue Ownership model of Customer Success—where CS owns both retention and expansion—and share the three critical shifts your team needs to make to actually succeed: ✅ A Mindset Shift: From service to growth ✅ A Culture Shift: From passive to proactive ✅ A Strategy Shift: From value realization to value creation Because if you’re giving your CSMs revenue targets without ch...

7 months ago

18 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Should Customer Success Teams Own Revenue?

The debate continues: Should Customer Success own a revenue number or focus solely on adoption and value? In this episode, Angeline Gavino explores why we’ve been asking the wrong question all along. Instead of debating if CS should own revenue, we should be asking: 👉 How should revenue be measured, enabled, or owned within your CS team? In this episode, Angeline breaks down: Why Customer Success was born in the SaaS eraThe real driver behind the shift toward revenue accountability in CSThe ...

7 months ago

21 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Becoming a CCO: A Journey Through Leadership and Revenue Ownership

Angeline Gavino sits down with Alexandra Sagaydak, Chief Customer Officer at PeopleForce, to dive into the realities of CS leadership and the journey to becoming a CCO in a revenue-driven world. Alexandra shares her insights on: The evolving role of a CCO: What it really takes to lead Customer Success at the executive level.Owning revenue as a CS leader: How she built and scaled a CS team that naturally took on expansion and renewals.Career growth in CS leadership: Her unconventional journey ...

7 months ago

42 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Balancing Growth and Employee Empowerment in Revenue-Driven Customer Success

Angeline Gavino sits down with Telved Devlet, a seasoned Customer Success and revenue leader, to discuss practical strategies for enabling CS teams to transition into revenue ownership while staying true to a people-first mindset. Here’s what you’ll learn: The mindset shift for CS teams: From “service-oriented” to “revenue-driven.”Operationalizing revenue growth: How to create scalable processes that align CS teams with organizational goals.Empowering your people: Why understanding your team’...

8 months ago

41 minutes

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Leadership Strategies for Managing Up, Across, and Within in Revenue-Focused CS

Angeline Gavino is joined by Mike Simmons, Founder of Catalyst A.C.T.S, to explore the critical role of leadership in driving cultural and operational shifts within Customer Success. He shares his unique insights on navigating the transition to revenue-driven CS and building high-performing teams. Key discussion points include: The essence of leadership: What it truly means to lead and move organizations forward.The role of culture in driving success: How to shift from reactive support to pro...

8 months ago

40 minutes