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In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Alana Stoltzfus, a leader in digital customer success at Okta. They discuss the evolution of customer success, the importance of digital growth, and how Okta's Success Hub enhances customer experience through personalized recommendations. Alana shares insights on the tools and systems that power their digital success plans, the challenges faced in data management, and the lessons learned from building a scalable customer success program. The conversation emphasizes the need for continuous improvement and the importance of delivering value to customers.

Chapters

00:00 Introduction 
02:52 Alana Stoltzfuss: Journey into Digital Customer Success
05:46 The Evolution of Digital Customer Success at Okta
08:43 Understanding Digital Growth and Customer Segmentation
11:50 The Success Hub: Enhancing Customer Experience
15:04 Personalization and Business Goals in Customer Success
17:59 The Role of Digital Customer Success in Business Growth
27:58 Tailored Customer Experiences for Gold and Silver Clients
30:06 Personalized Communication and Value Realization
32:29 Differentiated Messaging for Admins and Executives
34:38 The Importance of Personalization in Customer Success
36:36 Tools and Systems Powering Digital Success
42:41 Lessons Learned and Future Directions in Customer Success

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup

Connect with Alana Stoltzfus:

Linkedin: https://www.linkedin.com/in/alanastoltzfus/

Alana leads the Automation & Scaled Insights team at Okta, where she drives efforts to increase customer adoption, retention, and growth at scale as part of the Digital Success motion. Through the delivery of data and insights to customers and customer-facing teams, as well as AI-powered experiences, she has enabled Okta to serve all customers from SMBs (via self-service) to its largest enterprise customers, not just to scale but also to more effectively drive better customer outcomes through deeply personalized experiences. Prior to Okta, Alana worked in roles across customer success, voice of customer, and digital success, most recently at LinkedIn and Atlassian. She lives in the Bay Area with her husband and 2 sons.

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In this episode of The Customer Success Pro Podcast, Anika Zubair takes a deep dive into one of the most misunderstood tools in Customer Success: the Quarterly Business Review (QBR). Too often, QBRs turn into reporting sessions that fail to create impact or executive alignment. 

She shares her 5-step framework to elevate your QBRs from tactical updates to strategic, revenue-focused discussions that executives actually care about. You’ll learn how to connect product outcomes to business value, align with executive priorities, and close each review with a clear call to action that opens commercial doors. The episode wraps up with a practical challenge for listeners to apply the framework and transform their next QBR into a partnership-driven session that drives growth.

Chapters

00:00 Welcome to The Customer Success Pro Podcast
03:14 Why Most Business Reviews Fall Flat
07:57 The Missed Opportunity in Every Business Review
10:15 Mistake #1 – Treating QBRs Like Usage Reports
12:36 Speaking the Executive Language: Revenue, Risk, and Efficiency
14:52 Mistake #2 – Talking At the Customer Instead of With Them
17:13 Mistake #3 – Ending Without a Clear Next Step
19:28 Turning Objections into Opportunities
21:41 The 5-Step Framework for Value-Led Business Reviews
35:42 Listener Challenge: Reframe Your Next QBR
37:41 Final Thoughts

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

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Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkout

In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Sean Reid, an award winning CS leader. They explore why “green” health scores can mask real risk, how to spot hidden churn signals, and why renaming the metric to a Renewal Probability Score improves forecasting and cross functional alignment. Sean explains his model that blends human captured sentiment with product signals, how multithreading and stakeholder engagement change renewal odds, and why NPS should be treated as a trend over time rather than a single moment. The conversation offers practical guidance on structuring sentiment fields in your CRM, coaching teams to score consistently, avoiding a rushed rollout, and turning QBR data into executive ready value stories that drive renewals and expansion.

Chapters:
00:00 Introduction
02:40 Meet Sean Reid
10:11 Why “green” accounts still churn
14:45 Multithreading and hidden influencers
22:26 From health score to Renewal Probability Score
25:28 Building the model, 60 to 40 sentiment to signals
34:49 Value storytelling and outcome-focused QBRs
37:10 Rethinking NPS as a trend, not a moment
44:28 Lessons
51:51 Wrap-up

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup

Connect with Sean Reid:
Linkedin: https://www.linkedin.com/in/sean-reid/

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/

In this episode of the Customer Success Pro Podcast, Anika Zubair explores the phenomenon of customer ghosting, particularly during the Halloween season. She discusses the reasons why customers may go silent, the common mistakes made by customer success professionals, and effective strategies to re-engage ghosted customers. Anika shares personal anecdotes and emphasizes the importance of understanding customer needs, setting clear expectations, and adapting communication styles. The episode concludes with actionable takeaways and a challenge for listeners to apply the discussed strategies.

Chapters
00:00 The Haunting of Customer Relationships
03:07 Understanding Customer Ghosting
05:37 Common Mistakes Leading to Ghosting
08:42 Communication Styles and Customer Engagement
11:46 Reviving Ghosted Customers
17:47 Strategies for Re-engagement

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/

In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring success effectively. The episode serves as a guide for new CS professionals to navigate their roles and build impactful customer success strategies.

Chapters

00:00 Introduction
02:39 Common Mistakes in Building CS from Scratch
05:53 Strategic Focus for Customer Success
08:38 Building a High-Performing CS Team
11:46 Measuring Success in Customer Success
14:38 Creating a Customer Journey Map
17:25 Developing a Minimal Viable CS Strategy
20:33 Next Steps

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-event

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical role of handling objections during the renewal process. She emphasizes that objections should be viewed as opportunities for engagement rather than roadblocks. Anika shares common mistakes made by customer success professionals when faced with objections and provides effective strategies for addressing them. The episode concludes with a call to action for listeners to practice their objection-handling skills to enhance their confidence and effectiveness in renewal conversations.

Chapters

00:00 Transforming Objections into Opportunities
03:31 Understanding the Renewal Process
10:24 Common Mistakes in Handling Objections
16:04 Effective Strategies for Objection Handling
19:10 Weekly Challenge and Conclusion

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-event

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial confidence among CSMs, and effective training strategies that can transform customer success into a revenue-driving function. Anika emphasizes the need for practical, hands-on training that equips CSMs with the skills to handle objections, multi-thread accounts, and demonstrate value in every customer interaction. The episode concludes with a call to action for leaders to invest in their teams' growth and capabilities.

Chapters

00:00 The Importance of Customer Success Investment
02:41 Common Pitfalls in Customer Success Training
06:01 Building Commercial Confidence in Customer Success
08:50 Effective Training Strategies for Customer Success
11:37 Transforming Customer Success into a Revenue Driver
14:57 Practical Workshops for Customer Success Teams
17:51 The Role of Templates and Frameworks
20:43 Handling Objections and Multi-threading Accounts
23:54 Investing in Customer Success for Future Growth
26:43 Conclusion

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro

In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention.

Chapters:
00:00 Introduction to Customer Success and Onboarding
03:34 Building Customer Success from Scratch
11:39 Challenges in Building Customer Success
22:51 The Importance of Onboarding
35:36 Creating Wow Moments in Onboarding
55:22 Key Takeaways for Building Onboarding Programs

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Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Connect with Cara Benecke:

Linkedin: https://linkedin.com/in/cara-benecke/

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
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Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc

In this episode of the Customer Success Pro Podcast, Anika Zubair shares her personal journey from a Customer Success Manager (CSM) to the Vice President of Customer Success in just seven years. She discusses the common mistakes that keep professionals stuck in their careers and provides actionable strategies for career advancement. Anika emphasizes the importance of visibility, mindset, and taking ownership of one's career path, encouraging listeners to step out of their comfort zones and invest in their personal growth.

Chapters
00:00 Anika's Journey: From CSM to VP
03:20 Common Mistakes in Career Progression
17:07 Strategies for Career Advancement
30:02 The Importance of Visibility and Mindset


Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Signup for RevUP Academy: https://thecustomersuccesspro.com/revup

In this episode, Anika Zubair discusses the importance of the first 90 days in a customer's journey, emphasizing that this period is crucial for adoption and long-term success. She outlines common mistakes made by customer success managers, such as focusing too much on features rather than outcomes, and provides a detailed playbook for driving adoption. Anika shares personal experiences and lessons learned, highlighting the significance of understanding customer needs and celebrating quick wins. The episode concludes with a practical challenge for listeners to apply the discussed strategies to their own accounts.

Chapters
00:00 The Crucial First 90 Days
09:12 Common Mistakes in Customer Success
18:31 A Playbook for Driving Adoption
19:56 Personal Insights and Lessons Learned
27:43 Weekly Challenge 

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event