The Customer Success Pro Podcast

Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of shifting from a task-driven mindset to a revenue-focused approach in customer success. She highlights common mistakes professionals make, such as treating their day like a support queue and waiting for sales to dictate upsell opportunities. Anika emphasizes the need for commercial ownership and provides actionable strategies for customer success professionals to become strategic advisors, including conducting value conversations and understanding customer insights. The episode concludes with a challenge for listeners to engage with their top accounts and deepen their business relationships.Chapters:00:00 Introduction to Customer Success Transformation03:01 The Shift from Task-Driven to Revenue-Focused05:52 Common Mistakes in Customer Success08:55 Understanding Commercial Ownership11:53 Implementing a Revenue-Focused Weekly Rhythm14:28 Value Conversations and Insights17:43 Becoming a Strategic Business Advisor20:34 Challenge: Elevate Your Customer Conversations23:18 Conclusion and Call to ActionConnect 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

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zubair and guest AsAshley Stamps-Lafont discuss the evolving role of customer success within go-to-market strategies. They explore the importance of building relationships, establishing trust, and the necessity of aligning customer success with revenue goals. Ashley shares her experiences as the first VP of Customer Success at Quotapath, emphasizing the need for customer success leaders to understand financial metrics and the shift towards revenue ownership. The conversation also touches on the future of customer success, the importance of communication, and actionable advice for aspiring leaders in the field.Chapters:00:00 The Role of Customer Success in Go-To-Market Strategy14:39 Building Relationships and Trust in Customer Success24:44 Metrics and Revenue Ownership in Customer Success39:29 Future Directions for Customer Success46:51 Advice for Aspiring Customer Success LeadersConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Ashley Stamps-Lafont:Linkedin: https://www.linkedin.com/in/ashleystampslafont/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/resources

Download the CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkoutIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the rapidly changing landscape of customer success and the importance of future-proofing one's career in this field. She outlines key trends, common mistakes professionals make in career planning, and provides a playbook for success that includes leveraging AI, connecting work to revenue, and building a personal operating system. Anika emphasizes the need for customer success professionals to take ownership of their career paths and to continuously adapt to the evolving demands of the industry.Chapters:00:00 Navigating Change in Customer Success02:41 The Impact of AI on Customer Success05:50 Common Mistakes in Career Planning08:38 Future-Proofing Your Career11:23 Building Your Personal Operating System14:35 Leveraging AI as a Co-Pilot17:20 Tracking Your Achievements20:28 Acting Like the Next Level Version of YouConnect 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

Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkoutDownload The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success professionals in driving revenue without resorting to traditional sales tactics. She emphasizes the importance of recognizing opportunities, creating value, and leading with impact. Anika outlines common mistakes made by CS professionals, reframes the concept of revenue generation, and provides a three-part framework for effectively engaging with customers to uncover growth opportunities. The episode concludes with a challenge for listeners to practice proactive revenue thinking in their customer interactions.Chapters:00:00 Introduction to Commercial Customer Success02:43 The Shift in Customer Success Expectations05:34 Common Mistakes 08:43 Reframing Revenue Conversations11:22 The Importance of Discovery14:32 Connecting Value to Business Outcomes17:18 Identifying Expansion Opportunities20:23 Weekly Challenge 23:05 ConclusionConnect 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/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

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproThe Objection Handling Guidebook for CS: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Courtney Balban, VP of Customer Success at Leadr, a manager enablement platform. They unpack how Courtney went from therapist to CS leader, why curiosity is a true superpower in customer conversations, and how her team runs a full cycle CS model without relying on rigid playbooks. Courtney shares how she teaches CSMs to sit in discomfort, separate noise from impact, and use deeper discovery to uncover real business problems instead of reacting to surface requests. They also dig into psychological safety, call coaching, leading managers through the teddy bear plus bulldozer balance, and the shift from retention first thinking to treating CS as a growth engine that speaks in outcomes and revenue language.Chapters:00:00 Introduction06:55 Inside Leadr, full cycle CSMs and structuring the post-sale team14:16 Cutting through the noise, activity versus impact and root cause thinking23:10 Redefining customer value and building a team without rigid playbooks30:32 Curiosity as a superpower36:54 Why CSMs stop one question too early and how to go deeper without feeling salesy42:19 Psychological safety, call coaching and how the team transformed47:31 Leading leaders, big lessons learnedConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Courtney Balban:Linkedin: https://www.linkedin.com/in/courtneybalban/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

Download the CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkoutIn this episode of The Customer Success Pro Podcast, Anika Zubair reveals why so many talented CSMs get overlooked for promotions and how to fix it with a clear promotion-focused goal-setting strategy. She explains the difference between performance goals and promotion goals, why revenue alignment matters even in support-heavy roles, and the three career-limiting mistakes most CS pros make during review season. You will learn her three-step Promotion Plan Framework, how to speak in business impact language, and how to track, package, and pitch your work so you can move from overlooked to the obvious next choice for senior roles. If you want to accelerate your career growth, rewrite promotable goals, and position yourself for your next title, this episode gives you the roadmap.Chapters:00:00 Why you keep getting overlooked for promotions00:42 Performance goals vs promotion goals03:37 Why talented CSMs get passed up05:59 Why business impact language matters08:18 Mistake 1: Goals that are too generic10:38 Mistake 2: Waiting for your manager to set your goals12:49 Mistake 3: Not tracking wins all year15:06 The Promotion Plan Framework17:32 How to create a promotion-focused North Star goal23:48 Weekly challenge and next stepsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

Grab your copy of the 2025 Customer Experience Benchmarks Report: everafter.ai/benchmarkIn this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Alana Stoltzfus, a leader in digital customer success at Okta. They discuss the evolution of customer success, the importance of digital growth, and how Okta's Success Hub enhances customer experience through personalized recommendations. Alana shares insights on the tools and systems that power their digital success plans, the challenges faced in data management, and the lessons learned from building a scalable customer success program. The conversation emphasizes the need for continuous improvement and the importance of delivering value to customers.Chapters00:00 Introduction 02:52 Alana Stoltzfuss: Journey into Digital Customer Success05:46 The Evolution of Digital Customer Success at Okta08:43 Understanding Digital Growth and Customer Segmentation11:50 The Success Hub: Enhancing Customer Experience15:04 Personalization and Business Goals in Customer Success17:59 The Role of Digital Customer Success in Business Growth27:58 Tailored Customer Experiences for Gold and Silver Clients30:06 Personalized Communication and Value Realization32:29 Differentiated Messaging for Admins and Executives34:38 The Importance of Personalization in Customer Success36:36 Tools and Systems Powering Digital Success42:41 Lessons Learned and Future Directions in Customer SuccessConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Alana Stoltzfus:Linkedin: https://www.linkedin.com/in/alanastoltzfus/Alana leads the Automation & Scaled Insights team at Okta, where she drives efforts to increase customer adoption, retention, and growth at scale as part of the Digital Success motion. Through the delivery of data and insights to customers and customer-facing teams, as well as AI-powered experiences, she has enabled Okta to serve all customers from SMBs (via self-service) to its largest enterprise customers, not just to scale but also to more effectively drive better customer outcomes through deeply personalized experiences. Prior to Okta, Alana worked in roles across customer success, voice of customer, and digital success, most recently at LinkedIn and Atlassian. She lives in the Bay Area with her husband and 2 sons.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

Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of The Customer Success Pro Podcast, Anika Zubair takes a deep dive into one of the most misunderstood tools in Customer Success: the Quarterly Business Review (QBR). Too often, QBRs turn into reporting sessions that fail to create impact or executive alignment. She shares her 5-step framework to elevate your QBRs from tactical updates to strategic, revenue-focused discussions that executives actually care about. You’ll learn how to connect product outcomes to business value, align with executive priorities, and close each review with a clear call to action that opens commercial doors. The episode wraps up with a practical challenge for listeners to apply the framework and transform their next QBR into a partnership-driven session that drives growth.Chapters00:00 Welcome to The Customer Success Pro Podcast03:14 Why Most Business Reviews Fall Flat07:57 The Missed Opportunity in Every Business Review10:15 Mistake #1 – Treating QBRs Like Usage Reports12:36 Speaking the Executive Language: Revenue, Risk, and Efficiency14:52 Mistake #2 – Talking At the Customer Instead of With Them17:13 Mistake #3 – Ending Without a Clear Next Step19:28 Turning Objections into Opportunities21:41 The 5-Step Framework for Value-Led Business Reviews35:42 Listener Challenge: Reframe Your Next QBR37:41 Final ThoughtsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproDownload The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkoutIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Sean Reid, an award winning CS leader. They explore why “green” health scores can mask real risk, how to spot hidden churn signals, and why renaming the metric to a Renewal Probability Score improves forecasting and cross functional alignment. Sean explains his model that blends human captured sentiment with product signals, how multithreading and stakeholder engagement change renewal odds, and why NPS should be treated as a trend over time rather than a single moment. The conversation offers practical guidance on structuring sentiment fields in your CRM, coaching teams to score consistently, avoiding a rushed rollout, and turning QBR data into executive ready value stories that drive renewals and expansion.Chapters:00:00 Introduction02:40 Meet Sean Reid10:11 Why “green” accounts still churn14:45 Multithreading and hidden influencers22:26 From health score to Renewal Probability Score25:28 Building the model, 60 to 40 sentiment to signals34:49 Value storytelling and outcome-focused QBRs37:10 Rethinking NPS as a trend, not a moment44:28 Lessons51:51 Wrap-upConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Sean Reid:Linkedin: https://www.linkedin.com/in/sean-reid/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

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/In this episode of the Customer Success Pro Podcast, Anika Zubair explores the phenomenon of customer ghosting, particularly during the Halloween season. She discusses the reasons why customers may go silent, the common mistakes made by customer success professionals, and effective strategies to re-engage ghosted customers. Anika shares personal anecdotes and emphasizes the importance of understanding customer needs, setting clear expectations, and adapting communication styles. The episode concludes with actionable takeaways and a challenge for listeners to apply the discussed strategies.Chapters00:00 The Haunting of Customer Relationships03:07 Understanding Customer Ghosting05:37 Common Mistakes Leading to Ghosting08:42 Communication Styles and Customer Engagement11:46 Reviving Ghosted Customers17:47 Strategies for Re-engagementConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring success effectively. The episode serves as a guide for new CS professionals to navigate their roles and build impactful customer success strategies.Chapters00:00 Introduction02:39 Common Mistakes in Building CS from Scratch05:53 Strategic Focus for Customer Success08:38 Building a High-Performing CS Team11:46 Measuring Success in Customer Success14:38 Creating a Customer Journey Map17:25 Developing a Minimal Viable CS Strategy20:33 Next StepsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical role of handling objections during the renewal process. She emphasizes that objections should be viewed as opportunities for engagement rather than roadblocks. Anika shares common mistakes made by customer success professionals when faced with objections and provides effective strategies for addressing them. The episode concludes with a call to action for listeners to practice their objection-handling skills to enhance their confidence and effectiveness in renewal conversations.Chapters00:00 Transforming Objections into Opportunities03:31 Understanding the Renewal Process10:24 Common Mistakes in Handling Objections16:04 Effective Strategies for Objection Handling19:10 Weekly Challenge and ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial confidence among CSMs, and effective training strategies that can transform customer success into a revenue-driving function. Anika emphasizes the need for practical, hands-on training that equips CSMs with the skills to handle objections, multi-thread accounts, and demonstrate value in every customer interaction. The episode concludes with a call to action for leaders to invest in their teams' growth and capabilities.Chapters00:00 The Importance of Customer Success Investment02:41 Common Pitfalls in Customer Success Training06:01 Building Commercial Confidence in Customer Success08:50 Effective Training Strategies for Customer Success11:37 Transforming Customer Success into a Revenue Driver14:57 Practical Workshops for Customer Success Teams17:51 The Role of Templates and Frameworks20:43 Handling Objections and Multi-threading Accounts23:54 Investing in Customer Success for Future Growth26:43 ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention.Chapters:00:00 Introduction to Customer Success and Onboarding03:34 Building Customer Success from Scratch11:39 Challenges in Building Customer Success22:51 The Importance of Onboarding35:36 Creating Wow Moments in Onboarding55:22 Key Takeaways for Building Onboarding ProgramsDownload The CS Pro freebies:https://thecustomersuccesspro.com/resourcesConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Cara Benecke:Linkedin: https://linkedin.com/in/cara-benecke/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

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode of the Customer Success Pro Podcast, Anika Zubair shares her personal journey from a Customer Success Manager (CSM) to the Vice President of Customer Success in just seven years. She discusses the common mistakes that keep professionals stuck in their careers and provides actionable strategies for career advancement. Anika emphasizes the importance of visibility, mindset, and taking ownership of one's career path, encouraging listeners to step out of their comfort zones and invest in their personal growth.Chapters00:00 Anika's Journey: From CSM to VP03:20 Common Mistakes in Career Progression17:07 Strategies for Career Advancement30:02 The Importance of Visibility and MindsetConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

Signup for RevUP Academy: https://thecustomersuccesspro.com/revupIn this episode, Anika Zubair discusses the importance of the first 90 days in a customer's journey, emphasizing that this period is crucial for adoption and long-term success. She outlines common mistakes made by customer success managers, such as focusing too much on features rather than outcomes, and provides a detailed playbook for driving adoption. Anika shares personal experiences and lessons learned, highlighting the significance of understanding customer needs and celebrating quick wins. The episode concludes with a practical challenge for listeners to apply the discussed strategies to their own accounts.Chapters00:00 The Crucial First 90 Days09:12 Common Mistakes in Customer Success18:31 A Playbook for Driving Adoption19:56 Personal Insights and Lessons Learned27:43 Weekly Challenge Connect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer success management. They discuss the shift from traditional customer success roles to a more strategic approach, focusing on business outcomes rather than just product adoption. Chad shares insights from his newly published book, 'The Strategic Customer Success Manager,' and provides frameworks for CSMs to enhance their strategic conversations and relationships with customers. The episode emphasizes the need for CSMs to understand their customers' businesses and to ask the right questions to drive value and outcomes.Chapters:00:00 Introduction 02:52 The Evolution of Customer Success06:01 The Strategic Customer Success Manager08:50 Defining Strategic CSMs11:50 The Importance of Business Outcomes14:47 Frameworks for Strategic Conversations17:42 Managing Up and Building Relationships20:54 Quickfire Questions and Wrap-UpThe CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Chad Horenfeldt:https://www.linkedin.com/in/chadhorenfeldt/https://www.strategiccustomersuccess.com/Chad Horenfeldt is the VP of Customer Success at Siena AI and an award-winning CS leader with over 20 years of experience building high-impact teams at companies like Eloqua (acquired by Oracle) and Kustomer (acquired by Meta). Known for his blend of strategic insight, empathy, and operational excellence, Chad has shaped the careers of hundreds of CSMs and helped define the modern CS profession. He’s a founding member of CS Angel, advisor to emerging CS tech, and a longtime advocate for elevating CS into a strategic function.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

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode, Anika Zubair discusses the critical topic of handling product delays in customer success. She emphasizes that product delays are not just timeline issues but also trust issues that can significantly impact customer relationships. Anika outlines common mistakes made by Customer Success Managers (CSMs) during these situations and provides actionable strategies for managing customer expectations proactively. The conversation highlights the importance of transparency, reframing value stories, and maintaining open communication with customers to rebuild trust and ensure successful partnerships even in the face of challenges.Chapters00:00 Navigating Product Delays in Customer Success05:43 Proactive Strategies for Managing Customer Expectations11:00 Building Trust Through Transparency and Communication14:56 Tactical Approaches to Strengthen Customer RelationshipsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode, Anika Zubair discusses the common mistakes made by customer success leaders and how to avoid them. She emphasizes the importance of aligning customer success with revenue, building a high-performing team, defining success metrics, and becoming a strategic partner within the organization. Anika shares her personal experiences and insights on delegation, coaching, and empowering teams to achieve their goals. The episode concludes with a call to action for leaders to reflect on their practices and make necessary changes to enhance their leadership effectiveness.Chapters00:00 Introduction to Customer Success Leadership Challenges02:51 Common Mistakes in Customer Success Leadership05:40 Aligning Customer Success with Revenue08:49 Building Effective Teams and Metrics11:35 Strategies for Exceptional Customer Success Leadership14:43 Defining Success and Tracking Impact17:48 Becoming a Strategic Partner in Customer Success20:35 Wrap up Connect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes. Anika emphasizes the need for cross-departmental collaboration, operationalizing customer feedback, and empowering teams to lead in customer success initiatives. The episode concludes with a metaphor comparing the customer journey to a relay race, underscoring the importance of teamwork in achieving customer success.Chapters00:00 Building a Customer-Centric Culture02:48 Common Mistakes in Customer-Centricity06:02 Steps to Create Customer-Centricity12:15 Empathy and Recognition in Customer Success18:19 The Relay Race of Customer Success21:33 Actionable Challenge for Cross-Functional CollaborationConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab 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