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

Send Anika a text :)

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

Send Anika a text :)

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

Send Anika a text :)

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

Download The CS Pro freebies:
https://thecustomersuccesspro.com/resources


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/

Send Anika a text :)

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

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

Send Anika a text :)

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

Send Anika a text :)

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 the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass

In this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer success management. They discuss the shift from traditional customer success roles to a more strategic approach, focusing on business outcomes rather than just product adoption. Chad shares insights from his newly published book, 'The Strategic Customer Success Manager,' and provides frameworks for CSMs to enhance their strategic conversations and relationships with customers. The episode emphasizes the need for CSMs to understand their customers' businesses and to ask the right questions to drive value and outcomes.

Chapters:
00:00 Introduction
02:52 The Evolution of Customer Success
06:01 The Strategic Customer Success Manager
08:50 Defining Strategic CSMs
11:50 The Importance of Business Outcomes
14:47 Frameworks for Strategic Conversations
17:42 Managing Up and Building Relationships
20:54 Quickfire Questions and Wrap-Up

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

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

Connect with Chad Horenfeldt:

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

https://www.strategiccustomersuccess.com/

Chad Horenfeldt is the VP of Customer Success at Siena AI and an award-winning CS leader with over 20 years of experience building high-impact teams at companies like Eloqua (acquired by Oracle) and Kustomer (acquired by Meta). Known for his blend of strategic insight, empathy, and operational excellence, Chad has shaped the careers of hundreds of CSMs and helped define the modern CS profession. He’s a founding member of CS Angel, advisor to emerging CS tech, and a longtime advocate for elevating CS into a strategic function.

Send Anika a text :)

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 the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass

In this episode, Anika Zubair discusses the critical topic of handling product delays in customer success. She emphasizes that product delays are not just timeline issues but also trust issues that can significantly impact customer relationships. Anika outlines common mistakes made by Customer Success Managers (CSMs) during these situations and provides actionable strategies for managing customer expectations proactively. The conversation highlights the importance of transparency, reframing value stories, and maintaining open communication with customers to rebuild trust and ensure successful partnerships even in the face of challenges.

Chapters
00:00 Navigating Product Delays in Customer Success
05:43 Proactive Strategies for Managing Customer Expectations
11:00 Building Trust Through Transparency and Communication
14:56 Tactical Approaches to Strengthen Customer Relationships

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

Send Anika a text :)

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

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

In this episode, Anika Zubair discusses the common mistakes made by customer success leaders and how to avoid them. She emphasizes the importance of aligning customer success with revenue, building a high-performing team, defining success metrics, and becoming a strategic partner within the organization. Anika shares her personal experiences and insights on delegation, coaching, and empowering teams to achieve their goals. The episode concludes with a call to action for leaders to reflect on their practices and make necessary changes to enhance their leadership effectiveness.

Chapters

00:00 Introduction to Customer Success Leadership Challenges
02:51 Common Mistakes in Customer Success Leadership
05:40 Aligning Customer Success with Revenue
08:49 Building Effective Teams and Metrics
11:35 Strategies for Exceptional Customer Success Leadership
14:43 Defining Success and Tracking Impact
17:48 Becoming a Strategic Partner in Customer Success
20:35 Wrap up 

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

Send Anika a text :)

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

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

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes. Anika emphasizes the need for cross-departmental collaboration, operationalizing customer feedback, and empowering teams to lead in customer success initiatives. The episode concludes with a metaphor comparing the customer journey to a relay race, underscoring the importance of teamwork in achieving customer success.

Chapters

00:00 Building a Customer-Centric Culture
02:48 Common Mistakes in Customer-Centricity
06:02 Steps to Create Customer-Centricity
12:15 Empathy and Recognition in Customer Success
18:19 The Relay Race of Customer Success
21:33 Actionable Challenge for Cross-Functional Collaboration

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

Send Anika a text :)

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