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Johan Nilsson, CEO & Founder of Startdeliver and Founder of Jecta AI, and
Lincoln Murphy, Thought Leader & Growth Architect at Sixteen Ventures and VP of Customer Success at Listkit, are on a mission to redefine what Customer Success looks like at its best.
Every week, live and on video, they bring the conversations that matter most — cutting through the noise to explore the ideas, strategies, and mindset shifts that separate good Customer Success from truly transformational ones.
This is Impact Show.
82 Episodes
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The Impact Show: AI, SaaS & Customer Success in 2026Hosts: Johan Nilsson (Stockholm) & Lincoln Murphy (Brazil) SaaS Under Pressure A trillion dollars in SaaS market cap was recently wiped out — not because of poor earnings, but because Anthropic released a document showing AI could replace certain software tools outright. This spooked investors and raised a fundamental question: if you can replicate a SaaS product with a weekend of "vibe coding," what's it actually worth? For private...
ON TODAY'S EPISODE: In episode 35 of Impact Weekly, Johan and Lincoln take a deep dive into the complex world of partner success within a multi-channel landscape. They discuss the differences and similarities to traditional customer success and offer insights on how to ensure that both the partner's and the end customer's success align perfectly. THIS WEEK'S QUESTION: "I'm setting up a partner success, what are the differences and similarities to normal customer success, and what are our rec...
ON TODAY'S EPISODE: Discover the potential hidden within your Customer Success Management (CSM) teams. In this week’s episode of Impact Weekly, Johan and Lincoln delve into strategies for customer allocation to CSMs, discussing how thoughtful allocation and capacity planning can optimize the potential of your CSMs and enhance customer success. Here's a link to the Customer Success survey we mentioned. THIS WEEK'S QUESTION: “As a new head of CS, what should I consider when allocating custome...
ON TODAY'S EPISODE: This week’s episode of Impact Weekly is the response to a thought-provoking tweet by industry visionary Jason Lemkin. Johan and Lincoln dissect the intricate relationship between ally and nemesis, questioning whether Customer Success has veered off course. Get ready to challenge your assumptions and discover the delicate balance between being an ally and transforming into a nemesis in the realm of customer success." THIS WEEKS QUESTION: “I would love to get your view on J...
ON TODAY'S EPISODE: Convincing non-tech users to embrace change can be a challenge. In this week’s episode of Impact Weekly, Johan and Lincoln delve into the underlying reasons behind the excuse of being “non-tech” and share valuable insights on how to overcome resistance, understand customer motivations, and navigate customer reluctance to drive successful adoption. THIS WEEKS QUESTION: “My users are very non-tech, and I have a hard time convincing them to change their way. What can I do he...
ON TODAY'S EPISODE: In this week of Impact Weekly, Johan and Lincoln take on the customer role and talk about their experiences of both successful and challenging customer interactions. Join them as they discuss the power of turning around a customer's negative experience and the long-term benefits it can bring to a business relationship. THIS WEEKS QUESTION: “Can you share an example of when you yourself got Customers Success-ed? And also perhaps the opposite?” TOPICS BEING ADDRESSED: *Joh...
ON TODAY'S EPISODE: In this episode of Impact Weekly, Johan Nilsson and Lincoln Murphy discuss the importance of churn analysis and the pitfalls of false data and biased customer feedback, which can lead to distorted insights during churn analysis. They emphasize that churn is not the problem itself and introduce a simple classification system to gain insights into customer churn. THIS WEEKS QUESTION: "I know we should do some type of churn analysis, but I don't know where to start. Can you ...
ON TODAY'S EPISODE: This week, Johan and Lincoln will dive into a discussion about the scalability of customer success management and the possibility of building successful customer relationships without personal contact. They explore the motivations behind removing personal contact, the role of technology in engagement strategies, the importance of human interaction in product-led growth companies, and effective strategies for scaling customer success while maintaining high-impact personal i...
ON TODAY’S EPISODE: Impact Weekly is all about helping our listeners solve common Customer Success challenges. When talking about all these challenges, one could wonder: “Why should I even consider taking a job in customer success?” In this week’s episode of Impact Weekly, Johan and Lincoln discuss what to consider when choosing your role and share their top 3 reasons to work in Customer Success. THIS WEEK’S QUESTION: "I love the pod but why should I even consider taking a job in customer su...
ON TODAY’S EPISODE: In this week’s episode of Impact Weekly, Johan and Lincoln help a Customer Success Manager to navigate pushy customers trying to negotiate discounts. They shed light on the reasons behind it and tactics to handle those interactions. They also share processes and strategies to avoid those situations. THIS WEEK’S QUESTION: “One of my least favorite things is to deal with customers that are really pushy and want to negotiate discounts. I've had several customers now threaten...
ON TODAY’S EPISODE: In this episode of Impact Weekly Johan and Lincoln explore the challenges of recognizing and empowering superusers. They highlight the long-term impact of genuine recognition and share best-practices and strategies to ensure their invaluable contributions are acknowledged through building authority and implementing workflows. THIS WEEK’S QUESTION: “One of our super users is doing a great job, but is going unnoticed by her colleagues and her manager. I'm worried that...
ON TODAY’S EPISODE: In this episode of Impact Weekly, Johan and Lincoln discuss the complexities of customer success management when faced with significant changes and transitions within a customer's organization. From layoffs and key contacts leaving to organizational growth and new team dynamics, they navigate the nuances of situational awareness, multiple points of contact, and leveraging opportunities that arise from change. They offer practical insights and strategies for restarting cust...
ON TODAY’S EPISODE: In this episode of Impact Weekly, Johan and Lincoln discuss common challenges faced by customer success managers in getting appointments and meetings with customers. They emphasize the importance of positioning oneself correctly, preparing for objections, and overcoming them. The hosts also explore the significance of goal discovery and alignment, especially in bigger companies with multiple stakeholders. They share practical tips and strategies for customer success in ove...
ON TODAY’S EPISODE: In this week’s episode of Impact Weekly Johan and Lincoln explore the question of whether a new CS team should handle expansion sales or if it should be the sales team's responsibility. From the importance of capacity planning and negotiation skills to the benefits of customer success-driven opportunities. They discuss the pros and cons of having account managers handle upselling opportunities and provide insights on the right strategies to approach upsell opportunities. ...
ON TODAY’S EPISODE: Are you looking to move accounts that are not paying enough to low touch motion? In this episode of Impact Weekly, Johan Nilsson and Lincoln Murphy provide tips on how to do just that. They discuss the concept of high-touch, low-touch, tech touch, and how it influences appropriate experience, the importance of appropriate experience in customer segmentation, and the opportunities of customer success as a growth mechanism. This week's question sparks a conversation on how t...
Welcome to another episode of Impact Weekly! In this week's episode, we're bringing you part two of the best advice from our previous episodes in a condensed version, so you can cherry-pick the advice you need right away. We received feedback from our listeners that they would like to fast track to the best advice, and we listened. Whether you're feeling overwhelmed at work or just looking for new ideas to bring back to your job, we've got you covered. Episodes being summarized: * Idea...
Welcome to another episode of Impact Weekly! In this special 20th episode, we're bringing you the best advice from our previous episodes in a condensed version, so you can cherry-pick the advice you need right away. We received feedback from our listeners that they would like to fast track to the best advice, and we listened. Whether you're feeling overwhelmed at work or just looking for new ideas to bring back to your job, we've got you covered. Episodes being summarized: * NRR as the...
ON TODAY’S EPISODE: In this week's episode of Impact Weekly, Lincoln and Johan delve into the debate of whether or not to charge customers for customer success. While offering customer success is a crucial aspect of any SaaS company's customer experience strategy, the question of whether or not to charge customers for these services can be a difficult one. They discuss the different interaction models, separating professional services from customer success, and the importance of seeing custom...
ON TODAY’S EPISODE: Connecting with C-level executives can be intimidating for customer success managers, but it's an essential skill for success. In this week's episode of Impact Weekly, Johan and Lincoln offer valuable advice on how to approach executives confidently and effectively. They discuss the importance of preparation, understanding executive goals, and finding power in positioning, as well as creative strategies for handling objections and leveraging social proof. Tune in to learn ...
ON TODAY’S EPISODE: In our latest episode, Johan and Lincoln dive into the crucial role that goals play in our relationships with customers. But how can we uncover their goals in the most effective way? Tune in as they explore the what, when, and why of understanding customer goals, and share the power of brainstorming to unlock new insights. THIS WEEK’S QUESTION: “Could you do an episode on how to properly conduct goal discovery with customers?” TOPICS BEING ADDRESSED: * The importance of ...
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Great stuff 👍 One of the first thing I did with my team as a team lead was making sure the weekly routines are productive, and lead to success