Customer Success Talks

Dive deep into the dynamics of building meaningful personal relationships in CS with our two amazing guests, Dannah Vaughan, with her extensive experience and a successful podcast "Rebels of SaaS," and Hassan Akram, a frontline CSM with a strong background in public speaking through Toastmasters and the most passioned person I have met, bring valuable perspectives on building trust and maintaining effective communication. Join us as we explore the delicate balance between personal connections and professional boundaries. In this episode, we explore: - The Power of Personal Connections in CS: Explore why building beyond-business relationships with customers is critical, and how personal connections can enhance customer loyalty and trust. - Understanding Personal vs. Professional Boundaries: Learn from Dannah and Hassan how top CSMs navigate the delicate balance of personal connections without compromising professionalism. - Maximizing Client Interaction Time: Gain expert advice on balancing relationship-building with critical business outcomes, ensuring every minute with your client delivers mutual value. Thank you for tuning in, and remember, the art of customer success is not just about business—it's about building meaningful connections. - Resources The Rebels of SaaS on Spotify & YouTube Toast Masters Club - Connect with us: Hassan Akram Dannah Vaughan Bayron Toruno - Head to Youtube https://youtu.be/N_YDahMfOSI --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

Join us as we delve into the art of storytelling in Customer Success Management with Christine Naidu to discover how to create memorable, effective stories that resonate with customers and align with their unique needs. We'll explore techniques to maintain authenticity while driving impactful communication, and offer practical advice on integrating storytelling into various customer success scenarios. Whether you're navigating complex product details or managing sensitive client situations, this episode is packed with insights that will elevate your narrative skills to effectively connect and engage. Takeaways: - Mastering Memorable Stories: Learn strategies to craft stories that are not only memorable but deeply impactful, aligning perfectly with customer needs and experiences. - Simplifying Complex Information: Gain techniques to distill intricate product details into compelling, understandable stories. - Bridging the Skill Gap: Discover resources and methods for enhancing storytelling skills within the Customer Success realm, ensuring every customer interaction is both engaging and effective. - Real-World Applications: Hear about real-life scenarios where effective storytelling has transformed customer relationships and driven success. Resources: - Roast Master Club - Microsoft Copilot - ‎Gemini AI - Coursera - Customer Success Collective GPT - Chip Conley’s inspiring book on redefining mid-life. - Barbara Streisand Autobiography for International Woman’s day - Rick DeLisi - Practice Pecha Kucha Connect with us: Christine Naidu Nav Thomas Bayron Toruno --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

In this episode of our podcast, we're thrilled to welcome Barry Klein, VP of Success and Enablement at Talroo. With an impressive career spanning over 30 years in sales, customer success, and as the founder of his own consultancy, Barry brings a wealth of knowledge, especially in leading teams within the recruitment technology sector. Today, we delve deep into the nuances of the interview process, focusing on the critical soft skills that HR departments prioritize. Barry will share his insights on how candidates can stand out by showcasing their authenticity and confidence in high-pressure interview situations. Authenticity isn't just a buzzword; it's a differentiator that can set a candidate apart. Barry will discuss effective strategies for candidates to demonstrate their true selves during an interview. Furthermore, we explore the importance of owning mistakes and demonstrating problem-solving skills. Barry will offer his expert advice on how candidates can communicate their ability to find solutions and learn from errors, qualities that signify resilience and a strong willingness to grow. Lastly, we'll tackle the tricky subject of cultural alignment and soft skills. In today's job market, companies are not just looking for a skill match but also a cultural fit. Barry will guide us through the types of questions candidates should expect around cultural fit and soft skills, preparing them to answer in ways that truly reflect their compatibility with the company's values and team dynamics. Join us for this insightful episode as Barry Klein helps us navigate the complexities of the interview process, ensuring candidates can present themselves authentically, solve problems effectively, and align with company culture. Connect with us on LinkedIn: Barry Klein Bayron Toruno Navneeth Thomas Watch us on Youtube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

Join us in this episode of Customer Success Talks as we explore the key pieces of career ownership and navigating through change in the dynamic field of Customer Success. Marija Skobe-Pilley is a multi-talented individual who has gone from a musician to a Customer Success leader. She grew her career from a CSM to a Director of Customer Success in 4 years. Marija is the founder of Women in Customer Success, a network promoting and showcasing industry women. She’s also been named a Top 100 CS Strategist for 3 consecutive years. In This Episode, You'll Discover: - Marija's Unique Journey: From her early days as a musician to becoming a leader in Customer Success, learn how Marija's diverse background has shaped her approach and philosophy in the industry. - Exploring Career Opportunities: Dive deep into the myriad of career paths available for Customer Success professionals, breaking the mold of traditional trajectories. - Owning Your Career Path: Marija shares her expert strategies for taking control of your career, emphasizing the importance of having a clear vision, proactive learning, and transparent communication with managers. - Adapting to Change: Understand the essentials of effectively adapting to new roles, expectations, and the evolving landscape of Customer Success, with insights into how leadership can facilitate this transition for their teams. Marija's journey is a testament to the power of vision, adaptability, and leadership in shaping a successful career in Customer Success. Resources: Visit Marija’s website for more insights Explore the power of mindset with "The Secret." Dive into negotiation and communication skills with "Never Split the Difference." Connect with us through LinkedIn: Marija Skobe-Pilley Navneeth Thomas Bayron Toruno You can also reach out to us through email to customersuccesstalks@gmail.com --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

In Part 2 of the episode "Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke offer vital strategies and tips for those seeking roles in Customer Success. They tackle challenges like strategic job searching, the importance of emotional intelligence, and effective self-presentation in the job market. Additionally, they discuss navigating perceptions of overqualification and the significance of cultural adaptation. Key Takeaways: - Focus on strategic job search aligned with personal and professional culture. - Cultivate emotional intelligence and empathy as key skills in Customer Success. - Present skills and experiences effectively, targeting cultural fit and company needs. - Address overqualification openly, offering a long-term perspective to potential employers. Connect with us through LinkedIn: Jean-Marie Schiraldi Luke Bartram Bayron Toruno You can also find us on Youtube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

In "Part 1 - Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke dissect the complexities of the Customer Success hiring landscape. They explore the shifting dynamics post-COVID, the influx of candidates, and the challenges companies face in attracting the right talent. They offer valuable insights into crafting effective job descriptions, the critical role of company culture in hiring, and the importance of aligning internal expectations. It's a deep dive into the strategies for navigating the competitive CS job market, offering a blend of recruiter and candidate perspectives. Key Takeaways: - The importance of clear and concise job descriptions aligned with company culture. - Strategies for candidates to present themselves effectively, tailoring their approach to the specific company and role. - Insights into the recruitment process from both the company and candidate viewpoints, highlighting the need for mutual understanding and well-defined expectations. Connect with us through LinkedIn: ⁠Jean-Marie Schiraldi⁠ ⁠Luke Bartram⁠ ⁠Bayron Toruno⁠ You can also find us on YouTube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

Being a candidate in today's job market or pursuing the next roles in your career isn't just about having an impressive CV or mastering interview techniques. It's about the journey, the persistence, and the personal growth that happens behind the scenes. As many of you know, we're not the only ones striving for that dream role. So, what's the game-changer? Persistence, resilience, and a little magic word: patience. It's easy to say, but not so easy to practice, especially during those long and sometimes disheartening job search processes. That's exactly why we're excited to bring you this latest episode, where we dive into the often overlooked, yet crucial elements of career advancement: Patience and Progress. Join us as we sit with Noah Little and Katrina Kugelmeier as we delve deep into the heart of career and personal growth. In the new episode, we explore: - The contrasting approaches to job search: Noah's intensive application strategy vs. Katrina's network-centric approach. - The pivotal role of emotional resilience and the art of maintaining motivation during your career journey. - The underestimated power of patience and how it shapes your professional growth. - The significance of personal branding and how it opens new doors and cements your presence in the CS landscape. - Practical tips to manage expectations and keep a positive, proactive stance in the ever -evolving job market. Key Takeaways: - Career advancement in CS is not a sprint but a marathon, requiring dedication and a patient, consistent effort. - Personal branding isn't just a buzzword; it's your unique signature in the professional world. - Building a network is as crucial as building your skillset—sometimes, it's not just what you know, but who you know. - Emotional resilience and self-care are your best allies in navigating the highs and lows of career progression. Tune in to our latest episode for an honest, in-depth conversation about Patience and Progress. Resources: Customer Success Coaching CS Connect Connect with us on LinkedIn: Noah LittleKatrina Kulgelmeier Bayron Toruno You can also find us on Youtube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

In this episode, we dive into the importance of customer journey mapping in building an effective customer success practice. We start by defining what a customer journey map is and why it's essential for a customer success team. Collaboration and alignment across departments are emphasized as key to creating a customer journey map that truly resonates with customers. Tarek shares insights on how to get started with customer journey mapping, stressing the need to view the process from the customer's perspective. We explore the practical steps involved in implementation and how to demonstrate the tangible value of customer journey mapping within your organization. The episode concludes with a discussion on measuring the effectiveness of your customer journey map and the importance of regular updates and optimizations. Key Takeaways: - Customer journey mapping is a holistic approach that aligns all commercial team activities to achieve business goals. - Collaboration and alignment between different departments are crucial when creating a customer journey map. - Understanding the customer's point of view and desired outcomes is essential for effective customer journey mapping. - The process involves breaking down each stage, setting key outcomes and objectives, and quantifying the impact. - Demonstrating the value of customer journey mapping is achieved through visualization, quantification, and sharing insights with other teams. - Measuring effectiveness can be done using metrics like activation rate, adoption rate, retention rate, and renewal rate. Join us in this episode to discover how customer journey mapping can transform your customer success practice and enhance the overall customer experience. You can also find us on YouTube - https://youtu.be/G0T-BZRn1Ns Resource: - Miror.com - The Journey Map presented by Tarek Slimani Connect with us on LinkedIn:⁠⁠⁠ Tarek Slimani ⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ ⁠Nav Thomas --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

In today’s episode, we have the honor to have with us Markus Rentsch, CEO of Remark-able and,defenatly, the "Lord of CS Memes" he discusses the evolution of a customer success manager from the old mindset to the new mindset. The conversation highlights the shift in mindsets within the customer success industry, the importance of customer success as a company-wide mindset, and the changing role of customer success managers. It emphasizes the need for customer success managers to become trusted advisors to customers and to focus on delivering value and driving revenue. We explore more, like the alignment of a customer success mindset with leadership and the use of revenue data to demonstrate the impact of customer success. Overall, the episode emphasizes the importance of proactive and strategic approaches to customer success. Takeaways - Customer success has evolved from a reactive and transactional role to a proactive and strategic one. - Customer success should be a company-wide mindset and operating system, with customer success managers acting as trusted advisors. - Measuring customer success should focus on customer needs, outcomes, and value delivered, rather than just usage and internal criteria. - Leadership should be aligned with the new customer success mindset and incentivize the right behaviors to drive revenue growth. Resources Remark-able Connect with us on LinkedIn:⁠⁠⁠ Markus Rentsch⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ ⁠Nav Thomas⁠⁠ Find us on YouTube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER. With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success. Andrew and Nav, emphasize the need for organizations to listen to their customers and gather feedback through various channels. A solid VoC program can put a company ahead of its competition and lead to real improvements in products and services. Key Topics: - Essential Role of VoC Framework: We kick off with a discussion on why a solid VoC program is not just beneficial but essential for businesses to collect feedback and drive improvements. - Impact on Customer Satisfaction and Revenue: Andrew emphasizes how a well-executed VoC can lead to heightened customer satisfaction, loyalty, and ultimately, an increase in revenue. - Beyond Listening–Creating Customer Stories: Learn how to go beyond mere listening to creating compelling stories from customer feedback, encapsulating their experiences and needs. - Practical Tips for Effective Communication: Gain insights into the importance of echoing customer sentiments to confirm understanding and establish stronger connections. Special Insights: - Continuous Listening: Emphasizing the importance of always being receptive to customer feedback, not just the loudest voices. - Balancing Features for New and Existing Customers: Striking a crucial balance between attracting new customers and satisfying the existing ones. - Building Trust with Colleagues: Andrew shares his unique approach to fostering workplace alliances essential for implementing strategies like a VoC framework. Resources: - Visit Successcoaching.co for more insights and resources. - Download the CS Connect "⁠Crystal Ball 2024" - Join the CS Connect Slack community? - You can find us on ⁠LinkedIn Connect with us on LinkedIn: Andrew Marks Bayron Toruno Nav Thomas Find us on YouTube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

We're thrilled to bring you a conversation with the remarkable Jan Young. Jan's and Nav’s insights are not just thought-provoking—they're game-changing. Get ready to be inspired! In this episode go deep into:  Mindset Shift in Customer Success: We explore the critical transition from reactive to proactive approaches in CS. Jan provides insights into proactive tasks that not only enhance customer experience but also open doors for upselling and cross-selling opportunities. Developing Negotiation Skills: Tackling a common challenge among CSMs, Jan offers practical strategies for honing negotiation skills. Learn why asking the right discovery questions is just the beginning of effective customer negotiation. Leveraging Data for Success: In today's data-centric business world, Jan emphasizes the importance of understanding and using customer data strategically to identify sales opportunities and enhance customer engagement. Special Insights: Discover the three main conditions for successful post-sale expansion: the right person, the right product, and the right timing. Learn why negotiation isn't an innate skill but one that can be developed through practice and teamwork. Resources: You can join the CS Office Hours Slack community by clicking JOIN. To be part of the amazing CS Office Hours Sessions, just click HERE Recommended book to read "Never Split the Difference: negotiating as if your life depended on it" CS Connect "Crystal Ball 2024 Report" Want to be part of the CS Connect Slack community? Click HERE. You can find us on LinkedIn Connect with us on LinkedIn:⁠ Jan Young ⁠⁠Bayron Toruno⁠⁠ Nav Thomas⁠ Find us on YouTube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

In this episode, we're thrilled to welcome Ayman Azmy and Aisha Bajwa, two seasoned professionals in the field of CS. Ayman brings over a decade of experience in leadership, technology, and strategic planning, while Aisha's frontline CS expertise, honed over five years, has seen her excel in building strategic client relationships and managing onboarding and implementation processes. Join us as we delve into the core of what makes a Success Plan indispensable in CS. We kick off with Ayman and Aisha shedding light on the essence of a Success Plan and its critical role in customer journeys. For those new to CS, or anyone struggling with crafting efficient Success Plans, this episode is a goldmine. Below are the key Topics we covered: - The Importance of Success Plans in CS - Encouraging Client Commitment to Success Plans - Crafting Efficient Success Plans: Steps and Strategies You can find us on Youtube Connect with us on LinkedIn: Ayman Azmy Aisha Bajwa Bayron Toruno --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

Join us in this episode, as we explore the dynamic intersection of AI and Customer Success. Joining us today is Mickey Powell, Co-founder of Update AI and author of the ebook "Chat GPT for Customer Success". Discover how AII, is reshaping customer success and how understanding its mechanics can enhance communication. Don't miss this insightful conversation that peels back the layers of AI in Customer Success. Tune in now to gain a deeper understanding of this game-changing technology and how it can reshape the customer journey." Resources: - Ebook Chat GPT for Customer Success - ChatGPT in CS: A Beginner's Guide to the AI Revolution - ChatGPT in CS: Super-Charge Content and Process Building Connect with us on LinkedIn: Mickey Powell Bayron Toruno Nav Thomas You can find us on YouTube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

Join us in our latest episode of the podcast, where we delve into the crucial theme of proactivity in the realm of Customer Success. We are honored to have Akshat Mathur, an expert with a rich background in customer success across IT, education, and Fintech sectors, as our special guest. Accompanying him is our insightful co-host, Nav, who brings his wealth of knowledge and practical tips to the table. Let's take a look at what we covered in today's episode: Demystifying Proactiveness in Customer Success: Akshat addresses common misunderstandings about what it means to be proactive in customer success. He shares his definition and insights on demonstrating proactiveness effectively, providing valuable guidance for Customer Success Managers (CSMs). Shifting from Reactive to Proactive Mindset: The conversation then shifts to the transformation required for CSMs to move from a reactive approach to a proactive one. Akshat highlights key triggers and moments for this vital transition and discusses strategies for initiating a proactive mindset. Breaking Out of Comfort Zones: We offer his expert advice for CSMs who find themselves anchored in reactive tasks. How to embrace a more proactive role, pushing beyond personal comfort zones to maximize efficiency and impact. Dive into this episode to explore how being proactive can not only elevate your performance as a CSM but also lead to more meaningful and impactful customer relationships. You can find us on YouTube. Connect with us on LinkedIn: Akshat Mathur Nav Thomas Bayron Toruno --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

Join us in this insightful episode as we explore personal branding for CSMs. We are privileged to have two extraordinary guests: Ty LaFramboise, a former Submarine Officer in the US Navy turned Customer Success Manager, known for his strategic approach to customer success, and Sally Stoewe, the co-founder of Customer Obsessing Consulting and a champion of customer-centric cultures. In today's episode, we discussed: - Articulating Value in Internal Meetings CSMs often face the challenge of showcasing their worth, especially during internal meetings. We explore practical strategies for CSMs to build a personal brand that highlights their unique contributions and helps them stand out. - Positioning as Trusted Advisors We delve into how CSMs can use personal branding to position themselves as trusted advisors to their customers. - Amplifying the Customer's Voice Discover how CSMs can use their personal brand to spread a customer-centric mindset throughout their organization, ensuring that the voice of the customer is heard and acted upon. - Hear Ty's success story in organizing bi-weekly meetings with the CEO, guided by Customer Obsession’s principles. -How introverted CSMs can leverage personal branding to their advantage, offering tips for all personality types to shine in their roles. Whether you're a new CSM or a seasoned professional, this episode is packed with actionable insights and strategies to help you build a powerful personal brand and significantly impact your role. You can find us on YouTube Connect with us on LinkedIn: Ty LaFramboise Sally Stoewe Bayron Toruno Navneeth Thomas --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

Special Episode! We are excited to share a special episode with you! Recently, we had the opportunity to attend the Gainsight Pulse Europe 2023 event. In this episode, 10 passionate customer success experts share tips related to attending in-person events. What challenges do people typically face when attending an in-person event? Each guest will answer two questions, which will be drawn from two separate boxes. One box contains random CS-related questions, while the other box contains common challenges that we all face during an event. If you prefer listening to the audio version, you can find it on our YouTube Channel. --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

In today's episode, we explore the evolving landscape of Impact Reviews (No more "QBRs"). Joining us is, Jenifer Peters and Kenn Kreutzer, who both bring a wealth of experience and fresh perspectives to this crucial topic. We will focus on: - Redefining QBRs as Impact Reviews: We kick off with a fundamental question: Why is Impact Reviews a more fitting term than QBRs in today's customer success narrative? - Training for High-Impact Conversations: A key challenge in conducting successful Impact Reviews is having the right training. - Data Selection for Maximum Impact: One of the critical components of an Impact Review is presenting valuable data. - Maintaining Customer Engagement: We further explore techniques and approaches that ensure clients remain engaged throughout the Impact Review. Quick-Fire Questions: - Which stakeholders should be involved in Impact Reviews?- Ideal frequency for Impact Reviews. - How long does your impact review session last? - Should we use this important meeting for upselling and cross-selling? This episode is a must-listen for any customer success professional looking to enhance their approach to customer meetings and make them more impactful. Join us as we uncover the secrets to transforming QBRs into meaningful, data-driven Impact Reviews with Jenifer and Kenn. You can find us on Youtube Connect with us on LinkedIn: Jennifer Peters Ken Kreutzer Bayron Toruno --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

In today's episode, we delve into the art of communication with senior stakeholders in customer success. We're thrilled to welcome James Lawson, an award-winning Customer Success leader with over 20 years of experience. The challenges we will cover today are: - Over-Communication Pitfalls: James Lawson shares his insights on avoiding the common trap of over-communicating in the customer success industry. We explore strategies for CSMs to convey their messages effectively, ensuring they don't overshadow their customers' needs. - Engaging Senior Customers Effectively: We delve into techniques for effectively engaging with senior customers, particularly during initial meetings. We will focus on how to extract vital information from less communicative customers and build more than just relationships. - Balancing Empathy and Assertiveness: In the high-pressure world of senior stakeholder management, striking the right balance between empathy and assertiveness is crucial. Join us for an episode filled with expert advice and practical strategies to elevate your stakeholder communication skills in customer success. You can find us on Youtube Connect with us on LinkedIn: James Lawson Bayron Toruno Nav Thomas --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

Join us in this episode as we delve into the world of Customer Success with Irina Vatafu, a seasoned leader with 8 years of experience in customer-facing roles. Irina has not only led Customer Success initiatives but has also been on the front lines as both a leader of CSMs and a CSM herself. In today's conversation, we will explore the concept of Change Management in Customer Success and its importance for CSMs in assisting their customers with managing change. Irina shares valuable insights into overcoming challenges such as building trust with internal teams and communicating the true value of change. Discover actionable strategies for ensuring smooth transitions, gaining trust, and effectively conveying the benefits of change. Plus, learn how to spot common signs of resistance within a customer's internal team. Tune in to empower your Customer Success strategies and master the art of Change Management with Irina Vatafu. Connect with Irina Vatafu on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you! We are now available on YouTube --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message

🎙️ Explore Your CS Career 🚀 In this episode of Customer Success Talks, we're delving into the fascinating world of Customer Success careers. Join us as we tackle three crucial challenges that every CS professional faces at some point in their journey: 1. The first step to finding a job is to know the value you, as a CSM, can bring to the organization 2. Tailoring CVs for Success: Learn how to craft a standout CV that highlights your CS achievements. 3. Beating Burnout: Tips for Resilience: Explore effective strategies to prevent and overcome CS burnout. Tune in for career-transforming insights and empower your CS journey! 🌟 Resources: - STAR Method - CS Insider Connect with Carly Agar and Katrina Kugelmeier on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you! --- Send in a voice message: https://podcasters.spotify.com/pod/show/customersuccesstalks/message