The Customer Success Pro Podcast

By Anika ZubairBusiness

The Customer Success Pro Podcast episodes

October 28 Turning CSMs Into Commercial Operators: Why Kickoff Is the Best Training Moment of the Year
Book a workshop: https://bit.ly/4wEOJbD
Late October is when Customer Success leaders lock next year's kickoff agenda and enablement budget, and most of that money is about to go on a motivational speaker and a roadmap readout. In this episode Anika Zubair argues that kickoff is the highest leverage training moment of the year, because it is the only day the whole team is in one room, the number is fresh, and nobody has territory fatigue yet. She breaks down what a commercial operator is versus a relationship manager, the four skills that actually transfer, and the design rule that training only sticks when it runs on real accounts and gets reinforced for ninety days afterward. Plus a blunt list of what to cut from your kickoff.
Chapters:
00:00 The kickoff
02:45 The enablement spending gap

10:05 Corporate workshops
13:00 Commercial operator versus relationship manager
15:30 The four skills that actually matter

22:15 What to cut from your kickoff26:30 Your challenge

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
Business Inquiries: [email protected]
47 min
October 21 Verified Customer Outcomes with Tiina Kanninen
Book a workshop: https://bit.ly/4wEOJbD
In this episode, Tiina Kanninen, SVP of Global Customer Success at RELEX Solutions, shares insights on verified outcomes, value delivery, and how AI accelerates proving value to customers. Discover how her team builds trust, manages diverse stakeholders, and drives revenue growth through strategic customer success practices.
Chapters:
00:00 Introduction to Tiina Kanninen and RELEX
02:19 Tiina's journey and team overview
04:06 The concept of verified outcomes
22:14 Impact of verified outcomes on renewals and growth
30:26 Using AI to prove value faster
43:37 Managing changing priorities and stakeholder expectations
49:46 Training and enablement for customer success teams
54:04 Future of customer success and next steps
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy™: https://thecustomersuccesspro.com/revup
Connect with Tiina Kanninen:
LinkedIn: https://www.linkedin.com/in/tiinakanninen/
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
Business Inquiries: [email protected]
1 hr
October 14 The Framework That Turns a CS Team into a Revenue Team
Book a workshop: https://bit.ly/4egTU9D
⇩ open me! ⇩
Anika Zubair discusses how customer success teams can truly become revenue-driving units by adopting the right operating frameworks, skills, and organizational changes. She emphasizes the importance of aligning team practices with revenue goals and provides practical steps to achieve this transformation.
Chapters:
00:00 Introduction: The disconnect in customer success and revenue
02:17 The industry shift: Customer success as a revenue function
04:00 The gap between perception and reality in CS roles
07:58 The impact of unfunded mandates and organizational change
10:18 What needs to change for CS to truly own revenue
13:41 The importance of forecasting and visibility in renewal
16:02 The human cost and burnout in reactive CS teams
17:23 Training and practicing revenue conversations
20:12 The four Rs framework: Rhythm, Radar, Room, Reward
33:40 Summary of the four Rs and organizational change
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
43 min
September 16 Why Your Team Is Missing NRR Targets (It’s Not What You Think)
FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass
Anika Zubair discusses the real reasons behind missing net revenue retention targets in SaaS, emphasizing system design over talent and providing practical solutions for customer success teams to drive revenue growth.
Chapters:
00:00 Introduction: Why NRR Misses Are Not Talent Problems
08:08 The Role of Customer Success in SaaS Growth
09:29 Common Systemic Mistakes in SaaS Organizations
12:08 Treating NRR as an Outcome, Not a Process
16:21 Building Effective Renewal Processes
17:12 Activity vs. Impact in Customer Success
20:52 Skills and Systems Gaps in Customer Success
23:12 What a Revenue-Driven Customer Success Team Looks Like
31:21 Weekly Challenge
36:54 Investing in Your Customer Success Skills
37:23 Closing and Next Steps
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
40 min
September 09 Scaling Digital Customer Success with AI with Joe Di Grande
FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass
In this episode, Joe Di Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment.
He shares insights on building scalable, automated customer success programs and the importance of data and the human touch.
Chapters:
00:00 Introduction
03:03 Joe Di Grande's Background and Role at Gong
07:12 The Change from Digital CS to Revenue Architecture
11:57 Defining Digital and Scaled Customer Success
16:36 Impact of AI on Digital Customer Success
23:39 Starting an AI-Powered Digital CS Program
30:01 Data as the Foundation for AI in CS
37:43 The Future of AI in Customer Success
43:48 Quickfire Predictions and Insights
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Joe Di Grande:
LinkedIn: https://www.linkedin.com/in/josephdigrande/
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
48 min
September 02 Stop Reporting Churn. Start Forecasting NRR.
Book a call to discuss a workshop: https://bit.ly/4wEOJbD
In this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth.
Chapters:
00:00 Introduction: The problem with churn reporting
03:28 Understanding and calculating NRR
06:18 The shift from growth at all costs to efficiency
10:30 Why focus on existing customers for growth
16:54 How to forecast NRR effectively
20:28 Tracking leading indicators for customer health
22:18 Confidently presenting forecasts to leadership
28:41 Building a forecasting culture within your team
30:35 The importance of embedding NRR into daily reporting
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
36 min
August 26 Your First 90 Days Owning an NRR Number: The VP of Customer Success Operating Plan
Book a workshop: https://bit.ly/4wEOJbD
Anika Zubair shares a comprehensive guide for new and aspiring VP of Customer Success, focusing on how to manage and improve net revenue retention (NRR) in the first 90 days. She emphasizes the importance of data, systematized processes, and leadership mindset to succeed in a revenue-driven customer success role.
Chapters:
00:00 Introduction
09:37 The importance of a proactive operating system
13:41 Training teams on commercial skills
16:24 The mistake of accepting numbers without math
19:11 Operating as a super CSM versus a leader
24:00 Building your NRR math and forecast system
31:17 Weekly renewal and expansion review meetings
33:57 Rebuilding the math and predicting the number
35:49 Applying lessons: homework challenge for listeners
39:02 Final thoughts: system, numbers, and leadership mindset
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
44 min
August 19 The CS Playbook Is Broken: Change Management in the AI Era with Tom Ronen
Join RevUP VIP: https://bit.ly/45Bb9yz
In this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch.
Connect with Tom Ronen:
LinkedIn: https://www.linkedin.com/in/tom-ronen-83b6a1118/
Chapters:
00:00 Introduction to Tom Ronen
04:16 Tom's background and transition from Monday.com to Harvey
09:09 The evolution of customer success and future ambitions
12:18 The human element remains crucial despite AI advancements
17:11 The importance of trust and deep discovery in customer success
22:13 The old playbook is broken: new strategies needed
30:44 Measuring value and adoption in an AI-driven world
44:13 Systematic approaches to renewals and forecasting
50:29 Quick fire questions
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
58 min
August 12 AI For QBR Prep and How To Build A Board Ready Value Story
Book a Team Workshop: https://bit.ly/4wEOJbD
This episode explores how customer success professionals can leverage AI to streamline quarterly business review prep, build compelling value stories, and ultimately drive revenue growth.
Anika Zubair shares practical frameworks and tips to transform data analysis into strategic conversations.
Chapters:
00:00 Introduction to AI in Customer Success
03:13 The Gap Between AI Curiosity and Usage
11:45 Introducing the BOARD Framework
13:39 Measuring Outcomes with AI
18:11 Quantifying Revenue Impact
20:55 Using AI to Identify Growth Opportunities
21:23 The Human Element in Value Storytelling
24:38 From Status Reports to Closing Arguments
25:07 The Power of a Revenue-First Approach
26:01 Weekly Challenge: Implementing the Framework
28:47 Final Tips for Effective QBRs
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
34 min
August 05 Handling Price Increase Conversations Without Losing Customer Trust
Book a team workshop: https://bit.ly/4wEOJbD
This episode explores how customer success professionals can effectively handle price increase conversations without damaging trust. It covers common mistakes, a proven framing method, and practical tips to protect and grow revenue during renewal discussions.
Chapters:
00:00 The common fear around price increase conversations
04:22 Value alignment reduces churn
07:08 Common mistakes in price increase conversations
14:02 Frame the value first before discussing price
16:45 Anchor prices against value and cost of leaving
17:41 Meet objections with curiosity
19:02 Earn the customer’s yes by linking to future value
22:17 Handling objections with questions and curiosity
25:31 Recap: The key to successful price increases
26:00 The importance of framing and trust
29:01 Final thoughts
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
31 min

About The Customer Success Pro Podcast

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This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and…