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In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Stino, the head of customer success at whale.io. They discuss the evolving role of customer success in the SaaS industry, emphasizing the importance of a revenue-focused mindset. Stino shares his journey from being a tax attorney to a customer success leader, the challenges he faced in his first leadership role, and the strategies he implemented to drive revenue through customer success. The conversation highlights the significance of authenticity, team dynamics, and practical approaches to achieving customer outcomes and business growth. In this conversation, Anika Zubair discusses the importance of understanding customer personalities and building trust through personal connections in customer success. She emphasizes the need for a revenue mindset while maintaining authentic relationships with clients. Anika also addresses the challenges posed by budget cycles and economic constraints, highlighting the evolving role of customer success managers as strategic advisors. She shares valuable lessons learned in leadership and the significance of finding a supportive community in the profession of customer success.

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Chapters:

00:00 Introduction 
01:56 Meet Stino: A Journey from Law to Customer Success
07:15 Understanding Whale.io and Its Revenue Focus
10:12 The Shift to Revenue-Focused Customer Success Leadership
19:48 Key Strategies for Transitioning to Revenue Leadership
25:57 Understanding Customer Personalities
32:04 Building Trust Through Personal Connections
36:46 Navigating Budget Cycles and Economic Constraints
40:39 The Evolving Role of Customer Success
43:34 Lessons Learned in Customer Success Leadership

Connect with Anika:

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Website: thecustomersuccesspro.com

Coaching with Anika: CSM RevUP Academy

Follow the Podcast YouTube: https://www.youtube.com/@TheCustomerSuccessPro Spotify: https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu Apple Podcasts:⁠⁠⁠ https://podcasts.apple.com/gb/podcast/the-customer-success-pro-podcast/id1733540749

Connect with Stino:

https://www.linkedin.com/in/stijn-smet-🐳-330435a9/

We F**ked Up So You Don’t Have To: https://open.spotify.com/show/2rMe4oQu8wgb3SHCRjEfoQ

Customer Success Hotline: https://open.spotify.com/show/3QL0NtH4s2Nakqgad4LsxF

Podcast Editor: https://podcastmagician.com/