What happens when a Customer Success Manager starts thinking like a Revenue Manager?In this powerful I had a great conversation with Diego Fernandez Perez De Ponga, CEO of Port Hotels, author of The Art of Revenue, and one of the leading voices in hospitality revenue strategy, to explore how Customer Success teams can borrow high-impact tactics from Revenue Management to drive growth and strategic value.
Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/You’ll learn:- How to use data-driven decision making to boost credibility and uncover hidden risks- Why forecasting is not just for sales—CSMs can use it to predict churn, renewal, and expansion- How segmentation and prioritization lead to better customer outcomes- What it truly means to move from a cost center to a profit centerWhether you're transitioning into Customer Success or you're a few years in, this episode will arm you with practical tools and a fresh mindset to become a more strategic, revenue-conscious CSM.🎧 Sponsored by Vitally – the modern Customer Success Platform trusted by 600+ companies.
Claim your free AirPods Pro after a qualified demo: vital.io/cstalks
Grab Diego’s book, The Art of Revenue - https://www.amazon.com/art-revenue-complete-guide-management/dp/B0D4CWG3KH
Connect with Us:
Diego Fernandez - https://www.linkedin.com/in/diegodeponga/
Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
Follow us on:
Instagram - https://www.instagram.com/cstalkspodcast/
Tik-Tok @customer.success6
Explore Our Podcast Website - https://cstalkspodcast.com/
We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.
Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q
YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
AI is reshaping Customer Success—but are we using it the right way?
In this episode, I sit down with Jamie Davidson, CEO and co-founder of Vitally, to dive deep into how AI is being thoughtfully integrated into customer success workflows. Jamie shares the origin story behind Vitally, why his team waited to invest in AI, and the critical balance between automation and human touch.
Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/
We explore:
- Why not every company should rush to adopt AI
- The real AI skill every CSM should master (hint: it’s not just prompting!)
- The dangers of misusing AI in high-touch relationships
- The future role of CSMs in an AI-driven world. Whether you're new to CS or leading a team, this episode will help you think more strategically about AI and its role in your work.
Want to explore Vitally and get a free pair of AirPods Pro after a qualified demo?
Click here: vitally.io/cstalks
Connect with Us:
Jamie Davidson - https://www.linkedin.com/in/davidsonjamie/
Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
Follow us on:
Instagram - https://www.instagram.com/cstalkspodcast/
Tik-Tok @customer.success6Explore
Our Podcast Website - https://cstalkspodcast.com/
We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.
Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q
YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
This time, we dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success, and how it's reshaping our daily work, customer interactions, and future roles.Today’s guest is Kelly Turner, SVP of Global Customer Success at Vitally.io. Kelley brings a unique perspective on how to lead high-performing CS teams through change. From controller to frontline CSM to executive, her journey is proof that diverse experiences can fuel success in CS.
Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/
In This Episode, You’ll Learn:
- How Kelly’s team is actively using AI at Vitally to drive retention, reduce time-to-value, and support scaled customer engagement
- The human vs. AI balance; why relationship-building is still the CSM’s superpower
- Why prompt-writing (and asking the right questions) is becoming a must-have skill for CSMs
- A tactical framework to pitch AI usage from the bottom up if your organization hasn’t embraced it yet
- Insights into how AI will shape future CS roles, from automation of admin work to enabling proactive, data-driven strategies
Whether you're new to CS or looking to stay ahead of the curve, this episode will equip you with real-world tactics and strategic foresight. Check out Vitally and claim your AirPods Pro for a qualified demo
📢 Like, comment, and share if you find this helpful!
In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by two seasoned experts:
Tamara Kempf, a regional Director of EMEA Customer Success, who brings over 15 years of experience.
Ayman Azmy, with 20+ years in service, marketing, pre-sales, and CS operations.
Together, they share hard-earned lessons and practical strategies.Key Takeaways:- Success isn’t about feature delivery, it's about delivering outcomes that matter to the customer.
- You must go beyond surface requests and ask “why” repeatedly to uncover true goals.
- Listening deeply to words and what’s between the lines is a critical CS skill.- It’s okay to say “no”, but you must do it transparently and with a focus on alternative outcomes.
This episode is your tactical playbook for defining, discovering, and delivering real customer success, especially when the path isn’t obvious.
Listen now and start leading value conversations that drive real impact.
Connect with Us:
Tamara Kemp - https://www.linkedin.com/in/tamarakempf/
Ayman Azmy- https://www.linkedin.com/in/aymanazmy/
Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
Follow us on:
Instagram - https://www.instagram.com/cstalkspodcast/
Tik-Tok @customer.success6
Explore Our Podcast Website - https://cstalkspodcast.com/
We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.
Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q
YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The secret to joint accountability: ensuring customers take responsibility for their success while you provide strategic support.- Why focusing on outcomes over product usage elevates CSMs from product specialists to trusted advisors.Packed with actionable advice for individual contributors and early-career CSMs, this episode is a must-watch for anyone looking to make a real impact in customer success. Lincoln also shares behind-the-scenes stories about his books, including Maximizing Lifetime Value, and why the industry must evolve beyond outdated strategies.
Subscribe to Customer Success Talks for more expert insights, and join us in improving the world of customer success!
Resources:
Purchase Lincoln Murphy’s book Maximizing Lifetime Value: https://www.customergrowthlab.com/maximizing-lifetime-value-book-early-access
Explore more from Lincoln at Sixteen Ventures: https://sixteenventures.com
Follow Lincoln’s Customer Engagement and Growth newsletter: https://www.linkedin.com/newsletters/7042493583362297856/
Check out Impact Academy for CSM training: https://www.impactdemy.com/
Connect with Us:
Lincoln Murphy- https://www.linkedin.com/in/lincolnmurphy/
Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
Follow us on:
Instagram - https://www.instagram.com/cstalkspodcast/
Tik-Tok @customer.success6
Explore Our Podcast Website - https://cstalkspodcast.com/
We're expanding to Latin America!
Check out Customer Success Talks Latin America, our Spanish version of the show.
Find the links in the description below.
Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q
YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
Join us on this episode where we dive into the fascinating world of behavioral economics with expert Melina Palmer, an applied behavioral economist, author, and host of The Brainy Business podcast.
Melina shares her expertise on how our brains make decisions and how customer success managers can leverage these insights to communicate more effectively and influence customer behavior.
In this episode, Melina breaks down the science of decision-making, explaining how the subconscious (System 1) and conscious (System 2) processes shape our choices.
Key Takeaways:
- Reframe Communication for Impact: Swap "if" for "when," "anyone" for "everyone," and end with thoughtful questions to boost engagement and responses.
- Understand the Subconscious: With 35,000 daily decisions, the subconscious drives most actions. -
Test and Optimize: Context matters—test email subject lines, calls-to-action, and messaging to find what resonates with your audience.
Connect with Us:
Melina Palmer- https://www.linkedin.com/in/melinapalmer/
Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
Resources:
Check out Melina’s books: https://thebrainybusiness.com/books/Listen to The Brainy
Business podcast: https://open.spotify.com/show/09kKyf19X7ISJmyCm60Uj5
Watch Melina’s TEDx talk: https://www.youtube.com/watch?v=obTWdNnk-RU
Don’t miss this episode to learn how to predict, influence, and streamline customer decisions!
Subscribe to Customer Success Talks for more expert advice and real-world strategies to excel in customer success.
Follow us on:
Instagram - https://www.instagram.com/cstalkspodcast/
Tik-Tok @customer.success6
Explore Our Podcast Website - https://cstalkspodcast.com/
We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show.
Find the links in the description below:
Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q
YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zlA
In this episode, we dive deep into the art of asking the right questions with special guest Andrea Rijna, trainer, coach, podcast host, and founder of The Power Lab.Andrea shares why listening is one of the most powerful skills in building customer relationships and how great questions unlock not just upsell opportunities but genuine impact for your customers. She introduces the SPICED Framework (Situation, Pain, Impact, Critical Event, Decision) — a simple, customer-centric method to structure conversations and uncover real needs without being pushy.You'll also hear about Andrea's inspiring journey: how a career setback led her to founding her own company, and the powerful lesson she learned about empathy after a big early mistake as a CSM.Key Takeaways:- Why being a great listener is more powerful than being a great speaker.- The SPICED Framework explained step-by-step for real-life application.- How to uncover upsell opportunities naturally through discovery questions.Whether you're an early-career CSM or a seasoned pro wanting to level up your customer conversations, this episode is packed with practical tips you can start using right away!Check out the links below to learn more about Andrea and her work with The Power Lab - https://www.thepowerlab.nl/Connect with Us:Andrea Rijna - https://www.linkedin.com/in/andrearijna/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
In this episode of Customer Success Talks, Laura Keitlinger, a seasoned customer success leader, to dive into the importance of cultural awareness in today’s globalized workplace.
From navigating small talk to understanding hierarchies and giving feedback across cultures, Lara shares her journey of living and working in the US, UK, Singapore, and Portugal.
Learn practical tips for building rapport with customers and colleagues from diverse backgrounds, avoiding cultural missteps, and fostering collaboration in international teams.
Whether you're new to customer success or a seasoned pro, this episode is packed with insights to help you thrive in a connected world.🔑 Key Takeaways:- Why is cultural awareness essential for customer success managers- How to adapt communication styles across regions and company cultures- Real-life stories of cultural challenges and lessons learnedStrategies for building empathy and curiosity in professional relationshipsConnect with Us:Laura Keitlinger - https://www.linkedin.com/in/laurakightlinger/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:
Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/Resources:The Cultural Map book - https://www.amazon.de/-/en/Culture-Map-Breaking-Invisible-Boundaries/dp/1610392760Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAOExplore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
In this second episode of our Customer Success Community Special, we shift the focus from building communities to how to truly engage and get value from them. Whether you're looking to network, learn, or contribute, this episode is packed with actionable insights from three inspiring community leaders.🌟 Our Guests:Marija Skobe-Pilley (Founder of Women in Customer Success) – on fostering mentorship and micro-communities for women in CS. Linkedin: https://www.linkedin.com/in/mspilley/Ejieme Eromosele (Founder of Success in Black) – on creating safe spaces for diversity, equity, and inclusion in CS. Linkedin: https://www.linkedin.com/in/ejieme/Bhumika Aurora (Founder of RuffDay) – on empowering introverts to find their voice in customer success. Linkedin: https://www.linkedin.com/in/arorabhumika/🔑 Key Takeaways:✅ How to choose the right CS community for your needs.✅ The importance of engagement—why you should contribute, not just consume.✅ How communities can help with networking, mentorship, and career growth.✅ The difference between online vs. in-person events—and which is right for you.✅ Common mistakes to avoid when joining a CS community.💬 What’s your biggest challenge in engaging with CS communities? Drop a comment below!📌 Don’t forget to like, subscribe, and hit the notification bell for more insights on Customer Success!Follow-us on Instagram - https://www.instagram.com/cstalkspodcast/and Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYoutube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA#CustomerSuccess #CSCommunity #Networking #CareerGrowth
Welcome to the first episode of our two-part series on Customer Success Communities!
In this episode, we dive deep into what it really takes to build a thriving CS community from inspiration to challenges, and everything in between.
Our Guests:Paru Bhandari (Founder of South Asian Success) Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/
Mohammed Alqaq (Founder of Customer Success Middle East) Linkedin: https://www.linkedin.com/in/mohammedalqaq/Jan Young (Founder of CX Exchange) Linkedin: https://www.linkedin.com/in/jan-young-cx/
Key Takeaways:
- The passion and purpose behind starting a CS community.- Common challenges: member engagement, sustainability, and balancing full-time jobs.
- The reality of funding and sponsorship for long-term success.
- Lessons learned—what worked, what didn’t, and how to adapt. Subscribe for Part 2, where we explore the benefits of being an active community member!
Follow-us on Instagram - https://www.instagram.com/cstalkspodcast/
Tik-Tok @customer.success6
Explore Our Podcast Website - https://cstalkspodcast.com/
We're expanding to Latin America!
Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.
Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q
Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
What does value really mean in customer success, and how can you ensure your customers truly experience it? In this episode, Shruti Sharma with 20 years of experience in Customer success, a CS leader and founder of Consult with Shruti joins us to unpack how CSMs can discover, deliver, and demonstrate value at every stage of the customer journey.Shruti shares her strategies for effective discovery, building impactful success plans, and why asking the right questions is the secret to long-term engagement. Plus, she opens up about a lesson learned from a bold risk that didn’t go as planned.Key Takeaways:- Start with Research: How understanding sales insights and initial KPIs can set the foundation for value-driven conversations.- Success Plans That Stick: Why co-creating a visual and flexible success plan keeps customers engaged and aligned.- Celebrate Small Wins: The power of recognizing milestones to deepen relationships and reinforce value.- Ask Better Questions: How curiosity and active listening uncover what truly matters to customers.Connect with Us:Shruti Sharma - https://www.linkedin.com/in/shrutiksharma/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/Resources:Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAOExplore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYoutube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
Startups face unique challenges like limited resources, evolving processes, and the constant need to scale. But how can they build an effective customer onboarding strategy without burning out their teams? Our guest, Taskeen Iqbal, a researcher with a PhD in Customer Success and onboarding, shares insights from her academic studies and interviews with over 50 industry professionals. to uncover insights from her academic work and industry interviews.We explore:- The key struggles startups face in designing an effective onboarding process- The role of customer journey mapping in scalability- Practical strategies to measure and improve onboarding impact- How startups can leverage academia and research to build better CS strategiesWhether you’re building a customer success department from scratch or looking to refine your onboarding process, this episode is packed with actionable advice and fresh perspectives.🎧 Tune in and learn how to turn onboarding challenges into opportunities for growth!Connect with Us:Taskeen Iqbal - https://www.linkedin.com/in/taskeen-i-93a221204/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
Follow-us on
Instagram - https://www.instagram.com/cstalkspodcast/
Tik-Tok @customer.success6
Resources:Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAOExplore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYoutube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA#customeronboarding #customersuccessmanager #strategicadvisor #CSM #startups
In this episode, we explore how to become a strategic advisor in Customer Success with Annika Zubair, Head of Customer Success at Griffin and host of the Customer Success Pro Podcast with 13 plus years in CS.
Learn how to move beyond product expertise and start driving real business impact for your customers.
Highlights:
- What it really means to be a strategic advisor in CS.
- How to shift from reactive support to proactive value creation.
- The key questions CSMs should ask to unlock business growth.
- How to align CS with Sales for better customer fit and long-term success.
What’s your biggest challenge in becoming a strategic advisor? Drop your thoughts in the comments! Don’t forget to like, share, and subscribe for more practical Customer Success insights.
Connect with Us:
Resources Mentioned:
Customer Success Training by Annika → https://thecustomersuccesspro.com/
Listen to Anika’s Podcast → https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu
Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???
https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO
Explore Our Podcast Website - https://cstalkspodcast.com/
We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.
In this episode, we dive deep into communication strategies that every Customer Success Manager (CSM) needs to know with public speaking expert Alexander Grabner-Jarlung. From overcoming filler sounds to leveraging storytelling, Alex shares practical techniques to boost your communication skills both in business and life.Highlights:🔑 Common communication mistakes and how to avoid them.🎯 The power of storytelling to connect emotions with data.✨ How to mix the "Angels and Devils Cocktail" to optimize your mindset and emotions.💡 Tips to stay authentic and confident in any interaction.💬 Have questions or tips of your own? Drop them in the comments! Don’t forget to like, share, and subscribe for more practical advice for CSMs navigating their journey.Connect with Us:Alexander Grabner-Jarlung - / alexander-grabner-jarlung Bayron Toruno - / bayron-toru%c3%b1o-solano-3a9408113 🖥 Resources Mentioned:Explore Presenter Mastery - www.presentermastery.comAlex's Website - https://www.grabnerjarlung.com/Watch David JP Phillips’ TED Talk: The Magical Science of Storytelling - - • The magical science of storytelling |... Learn more about Public Speaking with David JP Phillips - https://www.davidjpphillips.com/and don't forget about Youtube - / @davidjpphillips Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power...We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8k...Youtube - https://www.youtube.com/watch?v=P8cgifrex5c
In this episode, we dive deep into the world of customer retention with the legendary Greg Daines, also known as "The Churn Doctor." 🌟 With years of experience as a SaaS CEO and customer success leader, Greg shares actionable strategies, shocking insights from his research, and practical tips to reduce churn and drive measurable results. 🎯 Topics Covered: - Why customer satisfaction alone doesn’t guarantee retention - The surprising truth about the correlation (or lack thereof) between NPS and customer retention - The #1 predictor of long-term customer loyalty: Measurable Results - Why showing even bad results can build stronger client relationships - Early warning indicators to spot churn risks before they arise - Practical steps to shorten the time-to-value and boost adoption
🚨 Key Takeaway:
Customers don’t leave because they’re unhappy—they leave when they don’t see results. Learn how to focus on results-driven strategies that create lifelong customer bonds. 📚 Don’t miss Greg’s eBooks: 23 Ways to Reduce Churn - https://www.gregdaines.com/ebooks
The Churn Guide - https://www.gregdaines.com/guide-to-churn 💡 Get More Insights: 👉 Visit Greg's website for the CRS (Customer Results Strategy) Guide - https://www.gregdaines.com/crs-download 👉 Watch now to transform how you approach churn reduction and customer success! ✅ Subscribe for More: Stay tuned for more expert advice, actionable tips, and inspiring stories. Connect with Us: Greg Daines - https://www.linkedin.com/in/gregdaines/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow Us on Social Media: Instagram: @cstalkspodcast TikTok: @customer.success6 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
Get ready to kickstart 2025 with actionable insights tailored for Customer Success Managers! In this episode, Thomas Voigt, founder of the CS Academy, shares his predictions for the future of customer success, highlighting essential skills, mindsets, and strategies needed to thrive.
Topics include developing a commercial focus, embracing data-driven approaches, practicing system thinking, and leveraging AI to elevate your role. Plus, Thomas shares a valuable discount for his CS Academy courses and reflects on lessons learned from his journey.
In this episode, we dive into:
- Why thinking commercially is the game-changer for every CSM.
- The “system thinking” approach to breaking silos and amplifying results.
- Why embracing AI can elevate both you and your customers’ success.
- And the biggest mistake CSMs are making (and how to avoid it!). 📅 Discount details: 30% off CS Academy services using code CSTALKS30. Available until February 28, 2025!
👉 Visit the CS Academy: www.thecsacademy.net Join us for an engaging conversation filled with practical tips and inspiration for taking your customer success career to new heights. Don’t forget to like, comment, and subscribe for more content designed for early-career and aspiring CSMs! Connect with Us: Thomas Voigt- https://www.linkedin.com/in/thomas-voigt/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow Us on Social Media: Instagram: @cstalkspodcast TikTok: @customer.success6 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO
Are you transitioning into customer success or looking to grow in your early career? It starts with mastering the right soft skills! In this episode, Nieves Canada, VP of Customer Success, coach, and speaker join us to explore the vital soft skills needed for success in the ever-evolving world of customer success. Discover why soft skills like curiosity, active listening, and adaptability are critical for building strong customer relationships and driving results. 📌 What You’ll Learn: - Why curiosity, active listening, and adaptability are key for success. - How to use questions like “what for?” to truly understand customer needs. - The art of saying no while building trust with customers and colleagues. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Nieves Canada - https://www.linkedin.com/in/nievescanada/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Check out "CS Plan" = https://www.cs-plan.net/programs Follow Us on Social Media:Instagram: @cstalkspodcastTikTok: @customer.success6 Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
In this episode of Customer Success Talks, Nick Morris, Director of Customer Success at Gainsight, explores the power of digital and scalable (SMB and tech touch customers) strategies in Customer Success. Nick shares his unique journey from the beer industry to becoming a leader in the SaaS world, offering valuable insights drawn from seven years of experience in various CS roles.
The discussion delves into the evolution of Customer Success, highlighting how organizations can combine digital automation with personalized approaches to drive efficiency and enhance customer engagement.
Nick explains the critical differences between digital and scaled CS models, emphasizing the importance of aligning these strategies with customer needs and business goals.
Key Takeaways:
- Transitioning Careers: Learn how Nick leveraged his past experiences to successfully transition into Customer Success, highlighting the importance of passion and preparation.
- Digital vs. Scaled CS: Understand the distinctions and synergies between fully automated digital CS and scaled CS models for SMB and enterprise customers.
- Efficiency through Automation: Discover practical steps to implement automation, streamline processes, and improve CSM productivity without sacrificing human connection.
Whether you're new to Customer Success or looking to enhance your current practices, this episode offers actionable advice and real-world examples to help you drive customer value at scale.
🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount!
Check Out Flowla - flowla.com/cstalks
Discount code: cstalks25
Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:
https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO
Connect with Us:
Nick Morris-https://www.linkedin.com/in/nicholascmorris/
Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8
We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.
Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q
Youtube -https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
In today's episode, I had the pressure to talk about Customer Education and how it's interconnected with Customer Success, with Vicky Kennedy, CEO of Echtus and a leading expert in developing customer-focused learning programs. Vicky shares her experience in crafting data-driven, strategic education initiatives that go beyond onboarding, helping organizations drive deeper engagement, higher adoption, and lasting customer loyalty.
Vicky brings light to the strategic importance of customer education in driving customers' success. She explores how well-structured education programs can significantly enhance product adoption, customer retention, and overall satisfaction.
She shares best practices for creating effective educational content, how to measure success, and how customer education can help businesses engage and retain customers in the long term.
Key Takeaways:
Whether you're a customer success manager, product strategist, or team leader, this episode is packed with actionable insights that will help you elevate customer relationships and empower users through education.
Check Out Flowla - flowla.com/cstalks
Discount code: cstalks25
Want to learn to level up your Persuasion skills in an ethical way?
Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO
Meet Echtus - http://www.echtus.com
Connect with Us:
Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/
Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
