Join RevUP Academy: https://bit.ly/4wRZDuY

Neil Sparkes, AVP of Customer Excellence at ServiceNow UK&I, has a global mandate to move agentic AI out of the experiment phase and into live production inside heavily regulated enterprises. In this episode he breaks down why efficiency gains no longer land with a CFO, how ServiceNow benchmarks real cost savings before and after agents, and where to draw the line between what an agent executes on its own and what still needs a human. We also get into the AI divide that is separating fast adopters from everyone else, why token bills are landing on finance desks with no ROI attached, and whether the SaaS model actually survives all this. Neil also shares why he brought in external training on value conversations for his team, and what he thinks CS will be held accountable for next year.

Chapters:

00:00 Intro

03:19 Meet Neil "Sparky" Sparks of ServiceNow

16:50 Getting regulated enterprises to adopt agentic AI

22:05 Why efficiency gains no longer convince a CFO

25:00 Treat an AI agent like a new employee

31:10 Start here: low risk, zero human touch workflows

35:06 Separating your personal AI from your work AI

39:30 The AI divide and token bills with no ROI

42:13 Ripping out your tech stack: is SaaS dead?

49:41 What AI is doing to renewals and upsells

Connect with Neil Sparkes: https://www.linkedin.com/in/neil-sparkes/

Connect with Anika Zubair:

Website:

https://thecustomersuccesspro.com/

LinkedIn:

https://www.linkedin.com/in/anikazubair/

RevUP Academy™:

https://thecustomersuccesspro.com/revup

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

Want to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guest

Download my freebies:https://thecustomersuccesspro.com/resources

Book a team workshop: https://bit.ly/4egTU9D

Anika Zubair discusses how customer success teams can better articulate their value to drive revenue, avoid being seen as a cost center, and climb the revenue proof ladder through effective storytelling and metrics.

Chapters

00:00 Introduction

02:19 The receipts era and the importance of proof in SaaS

03:47 AI's impact on CS activities and the value of storytelling

05:14 The importance of storytelling to articulate CS value

06:08 The problem with reporting activity

07:27 How to connect work to revenue

19:36 The four levels of the proof

34:27 The key to recognition

36:16 Weekly challenge

Connect with Anika Zubair:

Website: https://thecustomersuccesspro.com/

LinkedIn: https://www.linkedin.com/in/anikazubair/

RevUP Academy™: https://thecustomersuccesspro.com/revup

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

Want to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guest

Download my freebies:https://thecustomersuccesspro.com/resources

Team Workshop: https://bit.ly/4egTU9D

Anika Zubair shares practical strategies for customer success professionals to increase visibility, demonstrate impact, and advance their careers by focusing on revenue-driven storytelling and multi-threading within organizations.

Chapters

00:00 The Invisible CSM

02:48 Understanding Recognition in Customer Success

05:36 The Importance of Visibility in Career Growth

08:51 Common Mistakes Keeping CSMs Invisible

11:36 The Seen Framework for Visibility

23:21 Implementing the Scene Framework

35:25 Personal Journey: From Invisible to Visible

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

Join RevUP Academy: https://bit.ly/4wRZDuY

In this episode, Andrea Kayal, CRO at HelpScout, shares insights on how a small team manages a large customer base, the role of AI in customer support, and strategies for revenue growth through customer success and customer support.

Chapters

00:00 Introduction

02:33 Meet Andrea Kale

03:46 Understanding Customer Success at Help Scout

17:07 Segmentation Strategies for 12,000 Customers

32:49 Revenue Generation from Support Teams

39:19 The Role of AI in Customer Support

43:59 Key Takeaways for Customer Success Leaders

Connect with Anika Zubair:
Website: ⁠https://thecustomersuccesspro.com/⁠

LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠

Connect with Andrea Kale: https://www.linkedin.com/in/andreakayal/

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 a team workshop: https://bit.ly/4egTU9D

In this episode, Anika Zubair dives deep into the importance of effective churn retrospectives in customer success. She shares practical frameworks, common mistakes, and actionable strategies to turn churn analysis into a revenue-driving process.

Connect with Anika Zubair:
Website: ⁠https://thecustomersuccesspro.com/⁠
LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠
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 a team workshop: https://bit.ly/4egTU9D

Anika Zubair shares a comprehensive revenue operating system for quarterly planning in customer success, emphasizing data-driven strategies, segmentation, forecasting, and cross-functional alignment to drive revenue growth and improve confidence in forecasting.

Chapters:

00:00 The Shift to Revenue-Focused Customer Success

02:49 Understanding the Revenue Operating System

05:53 Data-Driven Decision Making in Customer Success

08:39 The Importance of Strategic Planning

11:47 Common Mistakes in Customer Success Planning

20:20 Building a Revenue Operating System

27:18 Implementing the Revenue Operating System

37:59 Aligning Cross-Functionally for Success

41:16 Weekly Challenge and Conclusion

Connect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠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 a workshop for your team: https://bit.ly/4egTU9D
Cassie Vaughn shares her journey from customer success to AI fluency, emphasizing the importance of AI as a co-pilot, building AI agents, and redefining the customer journey in SaaS. This episode offers practical insights for CS leaders aiming to integrate AI effectively and foster a culture of experimentation and growth.Chapters:00:00 The Journey of Customer Success Leadership02:45 Transitioning to Clay: A New Chapter06:10 Redefining Customer Success Roles09:09 The Evolution of Customer Success12:03 AI Fluency in Customer Success15:04 Building AI Fluency in Teams18:05 The Role of Trusted Advisors in CS21:09 Navigating AI Challenges Together27:14 Embracing Experimentation in Customer Success29:18 Building AI Agents for Enhanced Customer Support35:51 Overcoming AI Imposter Syndrome40:37 Redefining AI Fluency in Customer SuccessConnect with Cassie Vaughn: https://www.linkedin.com/in/cassiebrown/Connect with Anika Zubair:

Website: https://thecustomersuccesspro.com/

LinkedIn: https://www.linkedin.com/in/anikazubair/

RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources

Join RevUP Academy: https://bit.ly/4wRZDuY

In this episode, Anika Zubair shares a practical playbook for customer success professionals who want to confidently have commercial conversations about money. Using her Value Bridge framework, she walks through the mindset changes, tactical language, and real customer scenarios that take your role from friendly advocate to revenue-driven trusted advisor, without ever feeling salesy.

Chapters:

00:00 - From Friendly to Commercial: The Mindset Change02:46 - The Value Bridge Framework05:56 - Anchoring in Results and Naming the Gap08:39 - Quantifying Impact and Making Recommendations11:46 - Navigating Customer Responses14:30 - Practical Scenarios for Commercial Conversations17:43 - Advanced Tips for Confident Conversations20:22 - The Challenge: Putting Skills into Practice23:39 - Wrapping Up: The Importance of Commercial Skills

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

Join RevUP Academy: ⁠https://bit.ly/4wRZDuY

In this episode, Anika Zubair explores how customer success professionals can confidently navigate commercial conversations with customers. She highlights common misconceptions, mistakes, and mindset shifts necessary to elevate your role from friendly advocate to strategic revenue driver—without feeling salesy.

Chapters:00:00 - Introduction

01:27 - Why avoiding money discussions damages relationships and revenue

04:32 - How to shift your mindset: Making commercial conversations part of your value

11:44 - Common mistakes: Waiting for permission, leading with product, apologies

15:06 - Practical tools for building confidence in commercial conversations

23:15 - Five mindset shifts needed for strategic commercial roles

30:21 - The importance of learning the language of business and finance

36:52 - The foundation for moving forward: Mindset and identity shifts

Connect with Anika Zubair:

Website: ⁠⁠⁠https://thecustomersuccesspro.com/⁠⁠⁠

LinkedIn:  ⁠⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠⁠

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

Workshops Link: https://www.thecustomersuccesspro.com/team-event

In this episode of The Customer Success Pro, Brittany Casey, VP of Customer Success at Disco, shares insights on the power of multi-threading engagements, relationship mapping, and building resilient customer relationships in the evolving SaaS landscape. Discover practical strategies to enhance customer success, leverage internal and external relationships, and future-proof your career.

Chapters00:00 Introduction to Multi-Threading in Customer Success04:34 Brittany Casey's Journey and Role at Disco19:23 The Importance of Multi-Threading Engagements27:36 Building Relationships Across Stakeholders37:58 Navigating Challenges in Relationship Mapping46:19 Tools and Strategies for Effective Customer Success54:43 Quick Fire Questions with Brittany Casey

Connect with Anika Zubair:

Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠

LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠

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

Brittany Cassey Linkedin: https://www.linkedin.com/in/thatcustomersuccessgal/

Brittany Cassey's TikTok: https://www.tiktok.com/@thatcustomersuccessgal

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