The Customer Success Pro Podcast

Book a workshop: https://bit.ly/4wEOJbDLate 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 gap10:05 Corporate workshops 13:00 Commercial operator versus relationship manager15:30 The four skills that actually matter22:15 What to cut from your kickoff26:30 Your challengeLinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies: https://thecustomersuccesspro.com/resourcesBusiness Inquiries: [email protected]

Book a workshop: https://bit.ly/4wEOJbDIn 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 RELEX02:19 Tiina's journey and team overview04:06 The concept of verified outcomes22:14 Impact of verified outcomes on renewals and growth30:26 Using AI to prove value faster43:37 Managing changing priorities and stakeholder expectations49:46 Training and enablement for customer success teams54:04 Future of customer success and next stepsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupConnect 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-eventWant to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies: https://thecustomersuccesspro.com/resourcesBusiness Inquiries: [email protected]

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 revenue02:17 The industry shift: Customer success as a revenue function04:00 The gap between perception and reality in CS roles07:58 The impact of unfunded mandates and organizational change10:18 What needs to change for CS to truly own revenue13:41 The importance of forecasting and visibility in renewal16:02 The human cost and burnout in reactive CS teams17:23 Training and practicing revenue conversations20:12 The four Rs framework: Rhythm, Radar, Room, Reward33:40 Summary of the four Rs and organizational changeConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies: https://thecustomersuccesspro.com/resources

FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassAnika 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 Problems08:08 The Role of Customer Success in SaaS Growth09:29 Common Systemic Mistakes in SaaS Organizations12:08 Treating NRR as an Outcome, Not a Process16:21 Building Effective Renewal Processes17:12 Activity vs. Impact in Customer Success20:52 Skills and Systems Gaps in Customer Success23:12 What a Revenue-Driven Customer Success Team Looks Like31:21 Weekly Challenge36:54 Investing in Your Customer Success Skills37:23 Closing and Next StepsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn 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 Introduction03:03 Joe Di Grande's Background and Role at Gong07:12 The Change from Digital CS to Revenue Architecture11:57 Defining Digital and Scaled Customer Success16:36 Impact of AI on Digital Customer Success23:39 Starting an AI-Powered Digital CS Program30:01 Data as the Foundation for AI in CS37:43 The Future of AI in Customer Success43:48 Quickfire Predictions and InsightsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Joe Di Grande:LinkedIn: https://www.linkedin.com/in/josephdigrande/Grab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event