In this episode, we had the pleasure to learn from Denny Burda, who explored what it really takes to scale Customer Success effectively.

From driving revenue growth to enhancing customer engagement, he unpacks the strategies, tools, and mindsets that help CSMs build scalable, high-performing programs.

Denny shares practical insights on leveraging data, experimentation, and collaboration across teams to uncover new growth opportunities.

Whether you’re a CSM managing a large portfolio or a leader aiming to optimize your CS organization, this episode offers actionable strategies to take your customer success efforts to the next level.

Key Takeaways:

- Customer Success is a dynamic and evolving discipline.- Scaling requires creativity, collaboration, and experimentation.

- Focus on middle-performing customers for growth opportunities.

- Use data insights to drive meaningful customer engagement.

- Automate and streamline processes to maximize efficiency.

- Build strong relationships at scale by combining technology and empathy.

Denny also gave us a sneak peek into The Revenue Lab — a 6-week series starting January 15, 2026, in collaboration with CS Connect, designed to help CS professionals tie their work directly to revenue impact.

Check it out: https://www.tickettailor.com/events/csconnect/1923015

Connect with Us:

Denny Burda - https://www.linkedin.com/in/dennyburda/

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/

In today's CSM Quick Lesson with Marija Skobe-Pille you will discover unlock career potential! Explore how expanding your role, offering solutions, and envisioning long-term goals can lead to advancement. Don't just aim for a 9-to-5; bring value and watch opportunities unfold. 'Bring me solutions, not problems.'

You can find the full conversation below:

YouTube - https://youtu.be/iTHdf-qYWIY

Spotify - https://open.spotify.com/episode/1GepzXfaMyiBufhAUq1EpU?si=nQaOQV_SQvugetgg3C_0lA

Linkedin:

Marija Skobe-Pille - https://www.linkedin.com/in/mspilley/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Check out Women in Customer Success - https://www.womenincs.co/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I had the pleasure of recording with Bill McGowan—Emmy Award-winning journalist, bestselling author of Speak, Memorably: The Art of Captivating an Audience, and communication coach to leaders at Amazon, Facebook, Uber, LinkedIn, and more.We dive deep into what it really takes to communicate memorably in today’s remote-first business world. From avoiding jargon and filler words to mastering storytelling and empathy, Bill shares practical strategies for making every conversation, presentation, and client interaction impactful.You’ll learn:- The art of listening with empathy to build trust.- How storytelling makes you stand out from the noise.- Ways to structure a presentation like a filmmaker for maximum impact.- A simple technique to deliver bad news without damaging relationships.Whether you’re an early-career Customer Success Manager or a professional who wants to sharpen communication skills, this episode is packed with actionable insights to help you rise above the noise, engage your audience, and be remembered.

Check out Bill's website, where you can find his book and more resources - https://www.claritymediagroup.com/speakmemorably

Connect with Us:

Bill McGowan - https://www.linkedin.com/in/bill-mcgowan-7103b/

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/

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.'

You can find the full conversation below:

YouTube - https://youtu.be/d8XNsK7F-oY

Spotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfw

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.'

You can find the full conversation below:

YouTube - https://youtu.be/d8XNsK7F-oY

Spotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfw

Linkedin:

Ali Cudby - https://www.linkedin.com/in/alicudby/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Check our Ali's book:

Keep your customers - https://alignmintforgrowth.com/book/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode of Customer Success Talks, host Bayron Toruño sits down with Chad Horenfeldt, VP of Customer Success and author of The Strategic Customer Success Manager. Together, they explore what it really takes to move beyond firefighting and product support into becoming a strategic advisor customers rely on.

You’ll learn:

- Why trust and value are the foundations of customer success

- How to prepare for impactful customer meetings without burning out

- The power of motivational interviewing and social proof in influencing customers

- Practical tips for setting effective call-to-actions that actually get followed through

- How to leverage AI tools to save time and elevate conversations

- The top three skills every Customer Success Manager needs to grow into a strategic role

Whether you’re new to CS or looking to uplevel your career, this conversation will give you actionable strategies to build credibility, drive business outcomes, and future-proof your career in the age of AI.

Check out Chad's website, where you can find his book and more resources that will impact your goal to become a strategic CSM - https://www.strategiccustomersuccess.com/

Go can go back to the episodes mentioned during the episode:

Driving Business Growth as a Strategic Advisor with Anika Zubair - https://youtu.be/GOSTIG69n-8?si=wmH_6Ux_v1sxNN9n

The Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps - https://youtu.be/LEx_hqfPNyQ?si=Tztg08T9Rwdc-8cU

Connect with Us:

Chad Horenfeldt - https://www.linkedin.com/in/chadhorenfeldt/

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/

In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every time we meet, we should be delivering value. Customer success hinges on clear communication and valuing client time, not just product delivery.You can find the full conversation below:YouTube - https://youtu.be/vul6RsDzH78Spotify - https://open.spotify.com/episode/2KhCUm5JGSL0cFSWfVYwPU?si=a610ea064f064dc7Linkedin:Dona Weber - https://www.linkedin.com/in/donnaweb/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check our Dona's book: Onboarding Matters - https://www.donnaweber.com/bookFollow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/ #customersuccess #onboarding #customerexperience #businesstips

Starting a new role as a Customer Success Manager in a startup can feel exciting and overwhelming. In this episode, Priscilla Fletcher, Customer Success leader, coach, and founder of Latinos in Customer Success, breaks down how to navigate your first 90 days as a new CSM.She also discusses the importance of prioritization, mentorship, and building influence maps to thrive in fast-paced startup environments.Whether you’re transitioning into Customer Success or starting fresh at a new company, this conversation will give you the tools, mindset, and confidence to succeed.Key takeaways:- How to structure your first 30, 60, and 90 days as a new CSM- Why creating your own onboarding plan is essential in startups- How to find mentors, allies, and influential colleagues early on- Practical tips for balancing learning, execution, and impactJoin us for an inspiring and actionable conversation designed to help you start strong in your Customer Success career.

See you at Latinos in Success - https://join.slack.com/t/latinosinsuccess/shared_invite/zt-2dxwfojy8-VwI5lHb19X1Bgo~IrYy3Xg

Latinos in Success LinkedIn - https://www.linkedin.com/company/latinos-in-success/posts/?feedView=all

Check Priscila's Website - https://prifletch.com/

Connect with Us:Priscila Fletcher - https://www.linkedin.com/in/priscilafletcher/

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/

In today's CSM Quick Lesson with Jan Young, we explore the ideal timing, the right person, and the perfect product for expansion. Don't erode trust by selling too aggressively!In other words, nurture relationships pre-sale but focus on needs post-sale.

You can find the full conversation below:

YouTube - https://youtu.be/63GecVQZ1qE

Spotify - https://open.spotify.com/episode/0WE3pzr5cdWmYfyhboPdzX?si=b50c779f91434f1f

Linkedin:

Jan Young - https://www.linkedin.com/in/jan-young-cx/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Nav Thomas - https://www.linkedin.com/in/navneeththomas/

Needing couching? Check Jan's website - https://www.janyoungcx.com/

Check out CXxchange - https://www.thecxxchange.com/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program.

You’ll learn:

- When and how to send surveys for maximum response and impact

- Why feedback is only valuable if you act on it and how to do that- The importance of segmenting your users and feedback types

- How to collaborate cross-functionally to drive change

- A practical, step-by-step guide to launching or improving your own survey strategy

Whether you're just starting with surveys or want to improve how your org listens to customers, this episode is packed with real-world insights you can implement immediately.

Mentioned: How to Win Customers and Keep Them for Life by Michael LeBoeuf

Connect with Us:

Myriam Hirt - https://www.linkedin.com/in/myriam-hirt/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/

What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys?

🔗Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a FREE pair of AirPods Pro!👉 https://www.vitally.io/demo-airpods

In this episode, we’re joined by Vaishali Dilani – CX strategist, award-winning mentor, speaker, and co-author of CX5. With over 9 years of experience designing impactful customer experiences across industries from SaaS and fintech to healthcare and education, Vaishali shares exactly:

- The 3 pillars of a world-class customer experience

- How CX and CS roles complement (and differ from) each other

- What a well-designed customer journey really looks like- How to start a CX project when no one owns it yet

- Ways to align teams internally and use AI for smarter CX

- Tangible steps to elevate proactive customer success

Whether you're a CSM, CX leader, or just getting started in customer-centric roles, this episode is packed with strategic insight and actionable advice.

Connect with Us:

Vaishali Dialani - https://www.linkedin.com/in/vaishalidialani/

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