Customer Success Talks

In this episode of Customer Success Talks, we dive into the powerful world of persuasion with expert Dr. Christopher Phelps. With years of experience in teaching professionals the mastery of persuasion, Chris brings a unique blend of hands-on expertise and psychological insight, making him the perfect guide for this essential skill. In Part 1 of our two-part series, Chris explores Dr. Robert Cialdini's 7 principles of persuasion and reveals practical ways customer success managers (CSMs) can apply these strategies to deepen client relationships and drive success. The 7 Principles of Persuasion: Reciprocity – People naturally dislike feeling indebted, so offering value encourages clients to reciprocate. Commitment – Consistency is key; people tend to commit to actions aligned with their values. Social Proof – People are influenced by what they see others doing. Authority – People trust authoritative figures and credible sources. Liking – People are more likely to agree with those they feel similar to or like. Scarcity – Limited availability increases demand. Unity – Shared identity strengthens bonds. Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: 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/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In Part 2, Dr. Phelps dives deeper into the practical application of persuasion, covering key topics such as: - What Pre-suasion is and how to use it to influence customer behavior - The “Do Nothing” option and its role in decision-making - Effective strategies for overcoming customer resistance to change - How persuasion techniques can be used to drive upselling and increase revenue Tune in to gain valuable tips and learn how to apply these persuasion tactics to your own work! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: 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/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode I had the pleasure of speaking with Steven Cronin, a customer success leader with over 27 years of experience in the B2B space. We kicked things off by diving into Stephen’s career journey—from his beginnings as a customer support engineer to eventually managing entire post-sales teams, including customer success, support, and professional services. One of the most insightful parts of our conversation revolved around the importance of customer success managers showcasing their impact within the organization. Stephen emphasized how critical it is for CS teams to move away from being seen as cost centers and instead highlight their role in driving revenue growth through retention, upsells, and cross-sells. Just like sales teams celebrate their wins, customer success managers should also ring the bell when they help secure renewals or grow accounts. This isn’t just about recognition—it’s about making the entire organization more customer-centric by consistently communicating the value that CS brings. Here are my main takeaways: - CS teams need to move from being seen as cost centers to revenue drivers, highlighting their role in retention and growth. - Just like sales, CS should celebrate renewals and upsells to foster a customer-centric culture. - Tracking impact through metrics like NRR, churn, and satisfaction is key to demonstrating value. Connect with Us: Steven Cronin - https://www.linkedin.com/in/stevencronin123/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Jan Young’s - Free Guide Inside: 7 steps for CS leaders to become revenue leaders. https://www.janyoungcx.com/7-steps-revenue-leader Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

In this episode, we dive deep into how CSMs can leverage visual resources to enhance customer understanding, drive engagement, and streamline communication. Jay shares the experiences on how implementing visual aids helped reduce meeting times and improve customer onboarding for complex features. We explore real-life examples of using mind maps and visual workflows to explain technical processes and how design plays a vital role in customer perception. Key highlights include: - The effectiveness of visual resources in communication with both customers and internal teams - Tips on selecting when to use visual vs. verbal communication - The psychological impact of color and design on customer decisions Whether you're a seasoned CSM or just starting, this episode offers actionable insights on using visuals to communicate more effectively with customers, reduce complexity, and drive results. Tune in to learn how you can optimize your communication strategies with visuals! Connect with Us: Jay Sanchez - https://www.linkedin.com/in/jasanc13/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Take a look at Stellavate "All in one place" ;) https://stellavate.notion.site/ Listen to the episode on Youtube - https://youtu.be/Vqeb1rCREsg We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

In this episode of Customer Success Talks, I had the pleasure of hearing Jay Sanchez’s inspiring story. Thank you, Jay, for opening up and sharing your personal experience with autism, a topic you are deeply passionate about and live with every day. Jay Sanchez is not only a leader in customer success but also a dedicated advocate for neurodiversity and inclusion. Starting from a background in forensic psychology and digital animation to becoming a key player in the customer success field. We dive into how visual communication can be a secret weapon for CSMs, improving collaboration with teams and customers. BUT before that, Jay opens up about what it’s like navigating the customer success world as an autistic individual, offering a candid look at the strengths and challenges that neurodivergent professionals, particularly those with autism, face. In this honest and personal conversation, Jay shares insights on: - How autism shapes their unique approach to customer success and achieving a healthy work-life balance. Join us as we explore the powerful connection between neurodiversity, visual communication, and success in the customer success field! Connect with Us: Jay Sanchez - https://www.linkedin.com/in/jasanc13/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Youtube - https://youtu.be/jmry4nFccVY Take a look at Stellavate "All in one place" ;) https://stellavate.notion.site/ We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

In this power-packed episode, I sit down with the customer success expert Rachel Provan, the founder of Provan Success. With 17 years of experience, Rachel has built a reputation for helping CS leaders develop revenue-generating customer success departments while fast-tracking their careers toward leadership roles. She’s also the host of The Psychology of Customer Success, a podcast exploring the intersection of human behavior, business psychology, and leadership. She explains why customer success isn’t just about building relationships; it’s about understanding human behavior, motivation, and the psychology of adoption. Rachel shares practical advice on why retention is the cornerstone of success and how to balance expansion efforts with delivering measurable results. Through intentional communication, active listening, and asking the right questions. Key Takeaways: - Customer success isn’t just about relationships—it's about delivering the outcomes customers need. - The importance of understanding human behavior, motivation, and how habits are formed in product adoption. - CSMs act as guides, ensuring customers stay on track to meet their goals. - How focusing too much on expansion at the cost of retention can harm long-term success, and why keeping customers happy through measurable results is key to reducing churn. Don’t miss Rachel’s insights, and check out her podcast The Psychology of Customer Success for even more! Connect with Us: Bayron Toruno Rachel Provan Provan SuccessPsychology of Customer Success Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

Today I'm having an interesting conversation with Prashad "Prash" Jothi, host of the "It All Depends" podcast, a seasoned customer success manager with over four years of experience, and recognized as the 2023 Top Customer Success Manager Strategist by SuccessHacker. We delve deep into the unique challenges and strengths that introverts bring to the customer success field. Prash shares his personal journey of navigating customer interactions, handling different types of calls, and overcoming the anxiety that can come with being an introvert in an extrovert-centric role. Key Takeaways: - Building Rapport as an Introvert: Practical tips on initiating small talk which can be draining when you are an introvert, and leveraging personal insights to connect with customers. Like Prash said, " proactively share first, and then that actually triggers them to share". - Handling Difficult Conversations: Strategies for shifting your mindset, reducing anxiety, and approaching challenging customer calls with confidence. - The Power of Preparation: How thorough preparation and structured approaches can empower introverted customer success managers to gain confidence before a call. Whether you're an introvert, extrovert, or somewhere in between, this episode is packed with actionable advice to help you excel in customer success roles. Tune in to gain insights that can transform your approach to customer interactions and elevate your career. Resources: GO, RUN!! listen to It All Depends Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Bayron Toruno - LinkedIn Prashad "Prash" Jothi - LinkedIn Listen to the episode on YouTube We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - Youtube

In today's episode "Strategies to Secure Renewals", we dive into the art of renewals with special guest Ramses Bossuyt. With over 15 years of experience in customer experience, Ramses has held positions such as Global VP of Customer Success and Chief Commercial Officer. Now, as the founder of the advisory firm House of Retention, he focuses on helping SaaS companies achieve sustainable growth by reducing churn, building customer success organizations, and scaling operations. During our conversation, Ramses shared invaluable insights on the critical factors that impact renewals, such as proactively identifying risks, leveraging support team insights, and delivering clear value to customers. He emphasizes that renewals aren't just about the last 90 days—they're the result of actions taken throughout the customer journey. Key Takeaways: Long-Term Vision: Success in customer renewals comes from a long-term strategy, not just short-term gains. Value Delivery: Demonstrating both realized and perceived value is crucial during Quarterly Business Reviews. Stakeholder Mapping: Understanding the roles and influence of different stakeholders within an organization is key to effective renewal discussions. Tune in to learn actionable strategies that you can implement immediately to enhance your customer success efforts and drive revenue growth. Resources: Check out House of Rentention's website - www.houseofretention.com Check Tarek Slimani's post where he dives deep into Value - https://www.linkedin.com/pulse/value-perception-customer-success-tarek-slimani-vwjkf/ Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Ramses Bossuyt: https://www.linkedin.com/in/ramsesbossuyt/ Watch the episode on YouTube: https://www.youtube.com/@CustomerSuccessTalks We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEhttps://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

Ali Cudby, the founder of AlignMINT Growth Strategies and author of the best-selling book "Keep Your Customers," shares invaluable insights on transforming customer success through her innovative MINT methodology. From her beginnings at the New York Times Planning Group to her strategic roles at Animal Planet TV, Ali's journey is rich with experiences that have shaped her unique perspective on customer loyalty and growth. Key Takeaways: -The importance of listening and acknowledging customers' concerns for building trust. - Differentiating between loyal and "lazy loyal" customers, and how to convert the latter. - Simple yet powerful strategies for recognizing and celebrating customers to enhance their experience. Join us as we explore how to make your customers feel seen, heard, and valued, and learn practical strategies that you can implement today to enhance customer relationships. Resources: Purchase "Keep Your Customers" by Ali Cudby: https://alignmintforgrowth.com/book/ Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Ali Cudby: https://www.linkedin.com/in/alicudby/ Listen to the episode on YouTube: https://youtu.be/d8XNsK7F-oY We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE https://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

Welcome to another episode of Customer Success Talks: Real Challenges, Experts Advice. I had the pleasure to have an insightful conversation with the great Donna Weber, a world-leading expert in customer onboarding with over two decades of experience. Donna is the author of the must-read book "Onboarding Matters" and offers a master class to help businesses optimize their onboarding processes. In this episode, we dive into the complexities of onboarding, especially when it comes to senior stakeholders. Donna shares her wealth of knowledge and practical strategies for making onboarding a success. Key Takeaways: - Understanding Stakeholder Engagement: Donna highlights the importance of getting senior stakeholders involved early in the onboarding process to ensure everyone is on the same page and committed. - Maintaining Consistent Communication: She provides tips on keeping the lines of communication open with customers, helping to manage their expectations and keep them engaged throughout their journey. - Continuous Improvement: Donna emphasizes the need for continuously gathering feedback and iterating on your onboarding process to meet the changing needs of your customers. - Effective Change Management: She discusses how to manage change effectively, stressing the need for clear communication, proper training, and support to help customers adapt to new processes or products.. Resources: Download Donna Weber's Success Plan Template: https://www.donnaweber.com/success-plan-template Learn more about Donna Weber's master class: https://www.donnaweber.com/onboarding-masterclass Purchase "Onboarding Matters" by Donna Weber: https://www.donnaweber.com/book Book recommendation; Wired to Resist: The Brain Science of Why Change Fails and A new Model for Driving Success by Britt Andreatta: https://www.amazon.de/-/en/Britt-Andreatta/dp/0997354739 Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Donna Weber: Watch the episode on Youtube: https://youtu.be/vul6RsDzH78 Special Announcement: https://www.linkedin.com/in/donnaweb/ We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEhttps://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

In this episode, we're joined by Dillon Young, founder and host of the Lifetime Value podcast. Dillon is a visionary leader in customer success, helping businesses build their brands and improve their post-sales processes. With a wealth of experience in the fintech industry and a knack for making complex topics accessible, Dillon offers invaluable insights that can transform your approach to customer success. Key Takeaways: - Understanding Customer Adoption: Dillon breaks down the enigmatic term "Adoption" and explains why it's more than just login metrics. - Effective Strategies: Learn about benchmarking and how comparing similar customers can drive competitive spirit and improve adoption rates. - Aligning Internal Teams: Discover the importance of seamless communication between product, sales, and customer success teams to ensure a unified approach to customer engagement. - Measuring Success: Dillon discusses the key metrics that truly matter in customer adoption and why traditional measures like NPS might not always be the best indicators. Join us as we delve into these topics and more, offering you actionable insights to enhance your customer success strategy. You can watch today's episode on Youtube You can reach out via Linked: Dillon Young Bayron Toruno Useful Links: Lifetime Value Media Join the CS Connect Community All Depends Podcast - Customer Success Talks: Latinoamerica Be sure to subscribe to our podcast and leave a review if you enjoyed this episode. Let's keep growing, keep learning, and keep improving the world of customer success!

Welcome to another episode of "Customer Success Talks: Real Challenges, Expert Advice." Today, we're diving deep into the world of customer success with our special guest, Rob Zambito. Rob is the founder of Success Scaled, a consulting practice dedicated to helping SaaS startups build scalable, repeatable processes and operations in post-sale and go-to-market functions. In this episode, we cover: - Operationalizing Customer Success: Why it's crucial and how to do it effectively. - Key Metrics: How to define and implement consistent metrics that align with both startups and established enterprises. - Interdepartmental Collaboration: Strategies to integrate CS workflows with sales, product, engineering, and marketing teams. - Digital Customer Success: When and how to implement digital strategies for maximizing customer engagement and satisfaction. Don't miss Rob's anecdotes and actionable strategies that will inspire you to take your customer success operations to the next level. Reach out to us via LinkedIn: Rob Zambito ⁠Success Scaled Consulting ⁠ Bayron Toruno Follow us on Youtube Additional Resources: Explore our new Customer Success Talks:Latinoamerica Listen to Alex Turkovic's podcast Digital Customer Success The 7 pillars of Customer Success Book Keep growing, keep learning, and let's keep improving the world of customer success. Until next time!

In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails. Key takeaways: - Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization. - Core Responsibilities: Learn about the foundational duties of a Customer Success Manager (CSM), from onboarding through to renewal, and how these might differ across companies. - Essential Skills for Success: Discover the critical skills every CSM should cultivate, including effective communication, organization, documentation, and problem-solving. Whether you're a seasoned professional or just starting out, this episode offers valuable perspectives on making a successful transition into the world of Customer Success. Erica and Jean Pierre bring a wealth of knowledge and practical advice, making complex concepts accessible and actionable. Connect with us on LinkedIn: Erica Scully Jean-Pierre Frost Bayron Toruno Watch the episode on Youtube Join CS Connect We are expanding to Latinamerica, our Spanish version, where you can learn from amazing experts in the field from Latinamerica. Customer Success talks: Latinoamérica - Spotify & YouTube

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

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

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

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

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

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

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