Customer Success Talks: Real Challenges, Experts' Advice

Master cultural awareness to build stronger global relationships. Learn how to adapt your style for international success.

Laura Keitlinger joins the show to discuss why customer success is fundamentally about human management. We talk about how personal and professional growth depends on your ability to navigate different norms, especially when you are working across borders.

You will learn practical ways to handle communication styles that vary by region, from the nuances of small talk to broader cultural expectations. If you are leading global teams or trying to improve your ability in building relationships with clients from diverse backgrounds, this episode provides the framework you need to avoid missteps.

Subscribe for weekly CS breakdowns, and let us know in the comments: what is the biggest cultural challenge you have faced at work?

0:00 The Human Side of Customer Success

1:06 Meet the Expert: A Global Perspective

10:30 Mastering Small Talk Across Cultures

17:46 Leading Teams Across Diverse Cultures

26:02 The Nuances of Delivering Feedback

34:38 Beyond Borders: Company Culture Matters

40:17 Lessons Learned from Cultural Missteps

Connect with Us:

Laura Keitlinger - https://www.linkedin.com/in/laurakightlinger/

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

Resources:

The Cultural Map book - https://www.amazon.de/-/en/Culture-Map-Breaking-Invisible-Boundaries/dp/1610392760

Follow us on:

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

Tik-Tok @customer.success6

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

#customersuccess

How to stop lurking and start getting real value from Customer Success communities. Learn how to turn connections into results. 🧡

Joining a professional network is only half the battle. Marija Skobe-Pilley, Ejieme Eromosele, and Bhumika Arora join us to break down how to move past passive consumption to active engagement. We discuss how to find the right groups, contribute meaningfully, and turn those interactions into tangible career growth.

Whether you are looking for CS mentorship or just trying to navigate your first steps in the industry, the approach matters. Our guests share their experiences with building safe spaces for diversity and finding your voice as an introvert. We cover the tactical side of CS networking, including how to decide between online forums and in-person events to maximize your time.

Subscribe for weekly Customer Success talks and let us know: what is your biggest hurdle when joining a new community?

0:00 The Power of Customer Success Communities

1:23 Empowering Women in Customer Success

6:11 Success in Black: Diversifying Tech

10:10 Giving Voice to the Introverted Professional

14:52 How to Engage Thoughtfully in Communities

20:48 Ensuring Safety in Digital Spaces

27:52 Virtual vs In-Person: Finding the Balance

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/

#customersuccess #cscommunity #networking

Building customer success communities is harder than it looks. We discuss the reality of starting one from scratch.

Parul Bhandari, Jan Young, and Mohammed Alqaq join the show to break down what it really takes to launch and sustain a professional network. This isn't just about the initial inspiration; it’s about the grit required to maintain consistent member engagement while managing a full-time job.

We cover the common pitfalls of community building, from securing funding and sponsorship to the constant battle for participation. If you are looking for specific CSM career tips or simply want to understand the mechanics behind successful groups, this conversation provides the blueprint for long-term sustainability.

Subscribe for Part 2, where we explore the benefits of being an active community member.

0:00 The Vision Behind Community Building

1:08 Meet the Community Founders

6:16 The Real Challenges of Community Growth

14:45 The Hardest Parts of Leading a Community

23:46 The Art of Letting Go and Delegating

30:11 The Financial Side of Communities

38:59 Lessons Learned from Founder Mistakes

Our Guests:

Parul Bhandari (Founder of South Asian Success) - https://www.linkedin.com/in/parul-bhandari-1294488/ -

Mohammed Alqaq (Founder of Customer Success Middle East) – https://www.linkedin.com/in/mohammedalqaq/

Jan Young (Founder of CX Exchange) –https://www.linkedin.com/in/jan-young-cx/

Their communities:

South Asian Success - https://www.linkedin.com/company/south-asian-success/

Customer Success Middle East - https://www.linkedin.com/company/customer-success-middle-east/

CX Exchange - https://www.linkedin.com/company/cxxchange/posts/?feedView=all

Follow us on:

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

Tik-Tok @customer.success6

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

#customersuccess #cscommunity #networking #careergrowth #cx

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.

0:00 Why resource allocation breaks startups

0:49 From academia into customer success

4:31 Why she chose this as a research topic

12:24 Limited resources, and the cost of unstructured onboarding

21:03 Mapping the journey before you talk to customers

27:46 The stress workshop that aligned the departments

42:42 Two months to write a thesis, and what it taught her

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 strategies

Whether 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/

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

Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

#customeronboarding #customersuccessmanager #strategicadvisor #CSM #startups

Learn how to become a strategic advisor in Customer Success. Stop reading slides and start driving business growth for your clients.

Most CSMs fall into the trap of just presenting product features during meetings. Anika Zubair, Head of Customer Success at Griffin, explains that true impact comes from acting as a business advisor who understands the customer's specific goals. This conversation breaks down how to move beyond basic support to become an essential partner who aligns solutions with real revenue outcomes.

We discuss the specific questions you need to ask to uncover opportunities, why proactive CS requires shifting your mindset, and how to help your customers see the direct value of your partnership. If you want to stop being seen as a cost center and start leading strategic growth, this episode covers the practical shifts you need to make today.

Subscribe for weekly Customer Success leadership breakdowns, and comment below: what is your biggest challenge in shifting from a reactive CSM to a strategic partner?

0:00 Beyond the Slides: Becoming a Strategic Advisor

2:14 From Sales to Post-Sales Revenue Leadership

6:53 Bridging the Gap: The Revenue-Driven CSM

8:54 Product Usage vs. Driving Business Growth

14:27 Defining and Aligning Strategic Outcomes

17:11 The Art of Asking the Right Questions

29:09 Breaking the Reactive Cycle

Customer Success Training by Annika - https://thecustomersuccesspro.com/

Listen to Anika’s Podcast - https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu

Anika Zubair - https://www.linkedin.com/in/anikazubair/

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/

#customersuccess #strategicadvisor #businessgrowth

Ask Alexander Grabner-Jarlung a question and the first thing out of his mouth is

"uh". He does it on purpose, then explains why it just cost him credibility, and

why 99% of the people he coaches have the same habit.

This one covers the three mistakes that make you sound unsure, the ABCDO

framework for using a story in place of an answer, how to present data without

losing the room, and a 30-day routine for walking into a hard conversation in

the right state.

Alexander Grabner-Jarlung has worked alongside David JP Phillips for 11 years

teaching the 110 skills of communication.

0:00 Making data dance

2:22 From corporate to communication

6:54 Why switching between a work self and a real self costs you

14:05 Filler sounds, pauses, and sounding sure of yourself

22:28 ABCDO: answer, bounce, counter, duo, object

33:56 Talk first, show later

39:21 The Angels and Devils cocktail, and the 30-day routine

David JP Phillips: [link]

Connect with Alexander: https://www.linkedin.com/in/alexander-grabner-jarlung/

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

Customer Success Talks is for CSMs in their first years and anyone breaking into

customer success. New episodes every two weeks.

Explore Presenter Mastery - www.presentermastery.com

Alex's Website - https://www.grabnerjarlung.com/

Watch David JP Phillips’ TED Talk: The Magical Science of Storytelling - - https://youtu.be/Nj-hdQMa3uA?si=wWmze2t98FVHAovO

Follow us on:

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

Tik-Tok @customer.success6

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

#customersuccess #communication #storytelling #presentationskills #csm

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

Customer retention isn't about satisfaction scores; it's about measurable results. Learn the metrics that actually stop churn.

Greg Daines, known as the churn doctor, explains why happy customers still leave and why NPS is not the retention indicator you think it is. He shares how to identify early warning signs before a customer realizes they are failing, shifting the focus from reactive firefighting to proactive growth. This approach is essential for anyone working in saas marketing who wants to build stronger, long-term client relationships.

We also cover how to shorten time-to-value to build momentum and why tracking specific behaviors that lead to results is the ultimate churn prevention strategy. Whether you are focused on b2b lead generation or managing complex account renewals, these insights help you align with your customers' business goals. This is a must-listen for anyone interested in better retention, delivered in clear podcast english.

Subscribe for weekly customer success breakdowns, and let me know in the comments: what is the biggest churn challenge you are facing right now?

0:00 The Surprising Threshold for Customer Retention

2:30 Debunking the Satisfaction Myth

6:01 The Single Best Predictor of Retention

10:20 The One Dollar Threshold for Success

16:06 Identifying Early Warning Signs of Failure

30:50 Lessons Learned from Past Mistakes

Visit Greg's website for the CRS (Customer Results Strategy) Guide - https://www.gregdaines.com/crs-download

Connect with Us:

Greg Daines - https://www.linkedin.com/in/gregdaines/

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

23 Ways to Reduce Churn - https://www.gregdaines.com/ebooks

The Churn Guide - https://www.gregdaines.com/guide-to-churn

Follow us on:

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

Tik-Tok @customer.success6

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

#customersuccess #retentionstrategies #csm

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!).