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.success6

Explore 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=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.S

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

Youtube - 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:

Anika Zubair

Bayron Toruno

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.

Spotify

Youtube

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 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.

Connect with Us:

Alexander Grabner-Jarlung

Bayron Toruno

🖥 Resources Mentioned:

Explore Presenter Mastery

Alex'sWebsite

Watch David JP Phillips’ TED Talk:The Magical Science of Storytelling anddon't forget about Youtube.

Learn more aboutPublic Speaking with David JP Phillips

💬 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.

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

Youtube

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.

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!).