Customer Success Talks

In this episode, I had a great conversation with Bojan Dimevski, Senior Manager of Customer Success at Cornerstone, who leads an international team across DACH. Bojan shares his journey from CSM to leader, emphasizing how you can lead without a formal title by building influence, personal branding, and trust within your organization.Discover actionable strategies for aspiring leaders in Customer Success, including three micro-actions any CSM can start today, navigating customer expectations, leveraging mentorship, and understanding how to communicate and showcase value across teams. Whether you’re aiming for your first leadership role or want to expand your influence as a CSM, this episode provides practical guidance and real-world examples from a seasoned CS professional.Key Takeaways:- Leadership can be achieved without a formal title.- Build a personal brand to increase influence.- Effective communication and cross-team collaboration are crucial.- Mentorship accelerates leadership growth.- Recognize and act on red flags to maintain trust and impact.Connect with Us:Bojan Dimevski - https://www.linkedin.com/in/bojandimevski/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

CSM Quick Lesson with Marija Skobe-PilleyIn this Quick Lesson, unlock your selling potential as a CSM! Don't think of it as selling—bring value. Learn tactical tips: financial & workflow probing. Understand needs and drive upsells while strengthening trustYou can find the full conversation below:YouTube -https://youtu.be/F26r0xo05SASpotify - https://open.spotify.com/episode/5G7b9z2Y1D193LbSwQqglu?si=a8mvS7EVRaS2QnBL8AvcOALinkedin:Marija Skobe-Pilley - https://www.linkedin.com/in/mspilley/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/ #CustomerSuccess #RevenueFocused #SalesTips #CSMTips

In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time.Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance between guidance and autonomy.We dived deep into the realities of managing teams, building trust, navigating authority, and communicating effectively as a new leader.Key Takeaways:- Leadership is about helping others succeed, not just yourself.- Curiosity drives effective coaching and team growth.- Balance guidance with trust — avoid micromanagement.- Communication and vulnerability are cornerstones of strong leadership.- Building a supportive, transparent environment fuels performance.In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time.Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance between guidance and autonomy.We dived deep into the realities of managing teams, building trust, navigating authority, and communicating effectively as a new leader.Key Takeaways:- Leadership is about helping others succeed, not just yourself.- Curiosity drives effective coaching and team growth.- Balance guidance with trust — avoid micromanagement.- Communication and vulnerability are cornerstones of strong leadership.- Building a supportive, transparent environment fuels performance.Connect with Us:Stefan Kiefer - https://www.linkedin.com/in/stefan-kiefer-a917665a/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/ This episode is part of the series “Becoming a CS Leader for the First Time.”

CSM Quick Lesson with Kelley TurnerCustomer success doesn't require a specific background. In fact, the most diverse teams often excel in this role. Professionals from digital marketing, sales, consulting, and even food service bring unique abilities. The key is prioritizing effectively, looking ahead, and understanding the customer's world. Using AI tools like Vitally and ChatGPT can help gather insights, automate tasks, and personalize interactions. Being clear on the question to get right data and outputs is one of the core skills in 2025 for a CSM.You can find the full conversation below:YouTube - https://youtu.be/x98IkZMMiSESpotify - https://open.spotify.com/episode/46dVCGqtxFDJ6dRgGlXksQ?si=c_tLRcH1TgqebFRKFmqo0ALinkedin:Kelley Turner - https://www.linkedin.com/in/kelleyturner/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In the fast-paced world of Customer Success, every email counts but how do you make yours stand out in a crowded inbox?In this episode Jen Allen-Kanuth, sales trainer and co-founder of DemandJen, to uncover the psychology and strategy behind writing emails that get real responses.We break down what separates an ignored message from one that drives meaningful conversations from understanding the buyer’s mental spam filter to crafting subject lines that capture attention in under three seconds. In this episode, you’ll learn:- Why intention is the foundation of every effective email.- How the law of least effort influences your reader’s behavior.- Ways to use AI tools like ChatGPT to personalize your outreach.- What makes a subject line trigger the right kind of curiosity.- Real examples of cold emails that actually worked.Get to know how DemandJen and how Jen help sales teams defeat customer status quo and earn buyer attention. https://demandjen.com/Connect with Us:Jen Allen-Kanuth - https://www.linkedin.com/in/demandjen1/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/Whether you’re a Customer Success Manager, Sales professional, or anyone who lives in their inbox, this episode will help you write smarter, more human emails that connect and convert.🎧 Tune in now and start mastering the art of intentional communication.

In today's CSM Quick Lesson with Anika Zubair!CSM needs to proactively focus on customer business outcomes, not just product features. By understanding and aligning with customer goals, CSMs drive strategic partnerships and business growth. It is not just about product knowledge; it is about enabling customer success. You can find the full conversation below:YouTube - https://youtu.be/GOSTIG69n-8Spotify - https://open.spotify.com/episode/1B7stSF6APgBjCE1LzlnRI?si=mV_-Zx3WTuWX8nhmE16c9QLinkedin:Anika Zubair - https://www.linkedin.com/in/anikazubair/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I had such a real and human conversation with Sandy Yu, founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile.Sandy shares how personal branding begins with identity, self-awareness, and understanding how others perceive us. She explains why every professional—especially in Customer Success—benefits from taking ownership of their brand, gathering honest feedback, and showing up consistently with authenticity and intention.From defining our audience, to leveraging LinkedIn more strategically, to creating meaningful content that aligns with your values, this conversation offers practical, human, and deeply grounded guidance for anyone looking to grow their career and strengthen their professional presence.Whether you’re transitioning into Customer Success, developing your voice, or simply trying to understand how to present yourself with confidence, this episode will remind you that:Everyone has a brand.Authenticity matters.And building your brand is a marathon—not a sprint.In this episode, I had such a real and human conversation with Sandy Yu, founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile.Sandy shares how personal branding begins with identity, self-awareness, and understanding how others perceive us. She explains why every professional—especially in Customer Success—benefits from taking ownership of their brand, gathering honest feedback, and showing up consistently with authenticity and intention.From defining our audience, to leveraging LinkedIn more strategically, to creating meaningful content that aligns with your values, this conversation offers practical, human, and deeply grounded guidance for anyone looking to grow their career and strengthen their professional presence.Whether you’re transitioning into Customer Success, developing your voice, or simply trying to understand how to present yourself with confidence, this episode will remind you that:Everyone has a brand.Authenticity matters.And building your brand is a marathon—not a sprint.Get to know how Sandy helps the Go-to-market team solve their challenges and all the resources she shares. www.revenueretention.netConnect with Us:Sandy Yu - https://www.linkedin.com/in/sandysyu/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Alexander Grabner-Jarlung you will discover the ABCDO of Storytelling framework that offers a structured approach to using stories effectively in customer success. Each element—Answer, Bounce, Counter, Duo, and Object—provides a unique way to leverage storytelling. By incorporating emotion and anticipation into data presentation, stories make information resonate and create a lasting impact. Data sings when stories are used. You can find the full conversation below:YouTube - https://youtu.be/P8cgifrex5cSpotify - https://open.spotify.com/episode/4j9DCAxYjTl4l1Amrqk7Kc?si=CSbgWHgCRqiKzyVd7AmdhALinkedin:Alexander Grabner-Jarlung - https://www.linkedin.com/in/alexander-grabner-jarlung/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this powerful conversation, Morgan J. Ingram — Founder & CEO of AMP Social and one of the leading voices on personal branding & LinkedIn, joins me to break down what authentic branding really means today.This episode is not about AI — it’s about the mindset, consistency, and authenticity needed to build a brand that people trust.We talk about:- What personal branding actually is- Why AI will cause a massive trust crisis on social media- Why obsessiveness, curiosity & consistency beat talent- How to start building a brand even if you feel “nobody cares”- Finding your delivery mechanism: video, audio, or writingDiscover AMP: https://www.theampsocial.com/Connect with Us:Morgan J Ingram - https://www.linkedin.com/in/morganjingramamp/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/If you’re transitioning into Customer Success, early in your CS career, or trying to build visibility on LinkedIn, this episode will reshape how you see branding forever.

In today's CSM Quick Lesson with Greg Daines you will discover that instead of focusing solely on product fixes, prioritize helping customers define and achieve measurable results. Motivate behavior change, demonstrate early wins, and watch how those 'difficult' customers transform into your biggest advocates. You can find the full conversation below:YouTube - https://www.youtube.com/watch?v=tWCuYVBm32E&t=20sSpotify - https://open.spotify.com/episode/6pt3NDEKuG2WVC8pmeB7meLinkedin:Greg Daines - https://www.linkedin.com/in/gregdaines/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check out Women in Customer Success - https://www.womenincs.co/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode of Customer Success Talks, we have our good friend Thomas Voigt, Founder of The CS Academy, to explore how frameworks can transform the way Customer Success Managers operate.Thomas introduces the ACE Framework — Activating Value, Cultivating Relationships, and Expanding Revenue — a simple yet powerful structure that helps teams deliver measurable impact across the customer journey.Together, we unpack what it really means to activate value during onboarding, build and maintain strong customer relationships, and identify opportunities to expand revenue through collaboration and trust.What you’ll learn:- Why frameworks bring structure and clarity to Customer Success- How to activate value early in the customer journey- Practical ways to cultivate relationships that drive retention- The power of being human — and making your customers smileFor more information about the A.C.E framework and Thomas's services, visit his website:https://www.thecsacademy.net/frameworkIt is not the first time we talk about framework; take a look at Andrea Rijna's episode, where she covers the S.P.I.C.E method.https://open.spotify.com/episode/32GybVTI5YPagqFycfA1ml?si=lJHRxqKfSUqub-Cj0chXcQ https://www.youtube.com/watch?v=l74HK8xHMM8Connect with Us:Thomas Voigt - https://www.linkedin.com/in/thomas-voigt/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/If you’re a Customer Success Manager, Team Lead, or CS enthusiast looking for practical strategies and a more human approach to success, this episode is for you.Subscribe for more conversations that help you level up your Customer Success game!#CustomerSuccess #ACEFramework #CustomerEngagement #RetentionStrategies #Onboarding #CSM #CustomerSuccessManagement

In today's CSM Quick Lesson with Vicky Kennedy, customer education can't be an afterthought! To scale, connect what your team already knows with what customers need. Listen, gather data, then build...You can find the full conversation below:YouTube: https://youtu.be/fb39GyCVtd0Spotify - https://open.spotify.com/episode/6Wc5yh82UJkbWT8nln2VFALinkedin:Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Meet Echtus - https://www.linkedin.com/company/echtus/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, we have the pleasure of having a special guest, Rachel Provan, a seasoned customer success leader, to explore the intersection of psychology and customer success. We discuss the importance of understanding human behavior, the psychological barriers customers face, and how these insights can enhance customer engagement and retention. Rachel emphasizes the need for customer success managers to focus on change management, motivation, and effective communication to drive results. The conversation also highlights the significance of recognizing and rewarding small achievements to foster positive habits in customers. Ultimately, the episode provides valuable strategies for customer success leaders to navigate the complexities of their roles and improve overall customer satisfaction.Interested in Rachel's Programs? https://provansuccess.com/Check the first episode we recorded together back in 2023: https://open.spotify.com/episode/3wSbKxhl60TWNWhUdKTZZWConnect with Us:Rachel Provan - https://www.linkedin.com/in/rachelhprovan/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Dr. Christopher Phelps, you will discover that authority isn't about boasting, it's about letting others showcase expertise. Motivate action through consistency and commitment, using small steps. Scarcity drives urgency, ethically combined with reciprocity. "People just want to get something off."You can find the full conversation below:YouTube https://youtu.be/C0HJy2uwxBgSpotify - https://open.spotify.com/episode/79PwUiGOIiEOTiBofQytCC?si=_-D8vsmWRyaIZq92-kRH-ALinkedin:Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAOFollow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, we had the pleasure to learn from Denny Burda, who explored what it really takes to scale Customer Success effectively. From driving revenue growth to enhancing customer engagement, he unpacks the strategies, tools, and mindsets that help CSMs build scalable, high-performing programs.Denny shares practical insights on leveraging data, experimentation, and collaboration across teams to uncover new growth opportunities. Whether you’re a CSM managing a large portfolio or a leader aiming to optimize your CS organization, this episode offers actionable strategies to take your customer success efforts to the next level.Key Takeaways:- Customer Success is a dynamic and evolving discipline.- Scaling requires creativity, collaboration, and experimentation.- Focus on middle-performing customers for growth opportunities.- Use data insights to drive meaningful customer engagement.- Automate and streamline processes to maximize efficiency.- Build strong relationships at scale by combining technology and empathy.Denny also gave us a sneak peek into The Revenue Lab — a 6-week series starting January 15, 2026, in collaboration with CS Connect, designed to help CS professionals tie their work directly to revenue impact.Check it out: https://www.tickettailor.com/events/csconnect/1923015Connect with Us:Denny Burda - https://www.linkedin.com/in/dennyburda/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Marija Skobe-Pille you will discover unlock career potential! Explore how expanding your role, offering solutions, and envisioning long-term goals can lead to advancement. Don't just aim for a 9-to-5; bring value and watch opportunities unfold. 'Bring me solutions, not problems.' You can find the full conversation below:YouTube - https://youtu.be/iTHdf-qYWIYSpotify - https://open.spotify.com/episode/1GepzXfaMyiBufhAUq1EpU?si=nQaOQV_SQvugetgg3C_0lALinkedin:Marija Skobe-Pille - https://www.linkedin.com/in/mspilley/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check out Women in Customer Success - https://www.womenincs.co/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I had the pleasure of recording with Bill McGowan—Emmy Award-winning journalist, bestselling author of Speak, Memorably: The Art of Captivating an Audience, and communication coach to leaders at Amazon, Facebook, Uber, LinkedIn, and more.We dive deep into what it really takes to communicate memorably in today’s remote-first business world. From avoiding jargon and filler words to mastering storytelling and empathy, Bill shares practical strategies for making every conversation, presentation, and client interaction impactful.You’ll learn:- The art of listening with empathy to build trust.- How storytelling makes you stand out from the noise.- Ways to structure a presentation like a filmmaker for maximum impact.- A simple technique to deliver bad news without damaging relationships.Whether you’re an early-career Customer Success Manager or a professional who wants to sharpen communication skills, this episode is packed with actionable insights to help you rise above the noise, engage your audience, and be remembered.Check out Bill's website, where you can find his book and more resources - https://www.claritymediagroup.com/speakmemorablyConnect with Us:Bill McGowan - https://www.linkedin.com/in/bill-mcgowan-7103b/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.' You can find the full conversation below:YouTube - https://youtu.be/d8XNsK7F-oYSpotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfwIn today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.' You can find the full conversation below:YouTube - https://youtu.be/d8XNsK7F-oYSpotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfwLinkedin:Ali Cudby - https://www.linkedin.com/in/alicudby/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check our Ali's book: Keep your customers - https://alignmintforgrowth.com/book/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode of Customer Success Talks, host Bayron Toruño sits down with Chad Horenfeldt, VP of Customer Success and author of The Strategic Customer Success Manager. Together, they explore what it really takes to move beyond firefighting and product support into becoming a strategic advisor customers rely on.You’ll learn:- Why trust and value are the foundations of customer success- How to prepare for impactful customer meetings without burning out- The power of motivational interviewing and social proof in influencing customers- Practical tips for setting effective call-to-actions that actually get followed through- How to leverage AI tools to save time and elevate conversations- The top three skills every Customer Success Manager needs to grow into a strategic roleWhether you’re new to CS or looking to uplevel your career, this conversation will give you actionable strategies to build credibility, drive business outcomes, and future-proof your career in the age of AI.Check out Chad's website, where you can find his book and more resources that will impact your goal to become a strategic CSM - https://www.strategiccustomersuccess.com/Go can go back to the episodes mentioned during the episode:Driving Business Growth as a Strategic Advisor with Anika Zubair - https://youtu.be/GOSTIG69n-8?si=wmH_6Ux_v1sxNN9nThe Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps - https://youtu.be/LEx_hqfPNyQ?si=Tztg08T9Rwdc-8cU Connect with Us:Chad Horenfeldt - https://www.linkedin.com/in/chadhorenfeldt/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every time we meet, we should be delivering value. Customer success hinges on clear communication and valuing client time, not just product delivery.You can find the full conversation below:YouTube - https://youtu.be/vul6RsDzH78Spotify - https://open.spotify.com/episode/2KhCUm5JGSL0cFSWfVYwPU?si=a610ea064f064dc7Linkedin:Dona Weber - https://www.linkedin.com/in/donnaweb/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check our Dona's book: Onboarding Matters - https://www.donnaweber.com/bookFollow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/ #customersuccess #onboarding #customerexperience #businesstips