In this power-packed episode, I sit down with the customer success expert Rachel Provan, the founder of Provan Success. With 17 years of experience, Rachel has built a reputation for helping CS leaders develop revenue-generating customer success departments while fast-tracking their careers toward leadership roles. She’s also the host of The Psychology of Customer Success, a podcast exploring the intersection of human behavior, business psychology, and leadership.

She explains why customer success isn’t just about building relationships; it’s about understanding human behavior, motivation, and the psychology of adoption. Rachel shares practical advice on why retention is the cornerstone of success and how to balance expansion efforts with delivering measurable results. Through intentional communication, active listening, and asking the right questions.

Key Takeaways:

- Customer success isn’t just about relationships—it's about delivering the outcomes customers need.

- The importance of understanding human behavior, motivation, and how habits are formed in product adoption.

- CSMs act as guides, ensuring customers stay on track to meet their goals.

- How focusing too much on expansion at the cost of retention can harm long-term success, and why keeping customers happy through measurable results is key to reducing churn.

Don’t miss Rachel’s insights, and check out her podcast The Psychology of Customer Success for even more!

Connect with Us:

Bayron Toruno

Provan SuccessPsychology of Customer Success

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 $497: