Spotlight by CS in Focus

Your GTM strategy may be bleeding revenue—and you don’t even know it.In this Spotlight episode, host Emma Lo sits down with Sandy Yu, Founder of Revenue Retention Advisors, to unpack how post-sales teams can stop revenue leaks and fuel expansion.Sandy draws on 20+ years at Oracle, Cisco, and PwC to share:The 3 biggest hidden cracks in B2B revenue enginesWhy onboarding and adoption make or break renewalsHow retention earns you the right to expandWhat CROs should do to align Sales, Marketing, and CSWhy personalization is no longer optional in 2025If you’re leading a CS team or sitting in the CRO seat, this conversation will challenge how you think about growth.Learn more about Sandy’s workshops: https://bit.ly/SandyYuConnect with Sandy on LinkedIn: https://www.linkedin.com/in/sandysyu/

What if your health score is lying to you?In this episode of Spotlight by CS in Focus, we sit down with Vinova Deniz, Head of Customer Success at Wiza, to unpack what it really means to be proactive in CS: from spotting quiet signals before they become churn screams to rethinking the way we run QBRs.Vinova shares her battle-tested insights from messy startups to scaling with precision. We dive into:✅ Why reactive CS is slow CS✅ How to track delta changes, not static metrics✅ The truth about champions (and how to multithread the right way)✅ What a proactive business review should actually look like✅ And how to stay curious—even when things get loudWhether you’re a CS leader, RevOps strategist, or founder looking to future-proof your retention playbook, this episode will sharpen your radar.Connect with Vinova on LinkedIn:https://www.linkedin.com/in/vinovadeniz/

In this episode, host Emma Lo speaks with Chad Horenfeldt, VP of Customer Success at Siena AI and author of The Strategic Customer Success Manager. Chad breaks down what it really means to be strategic in CS—and how to stop defaulting to reactive work.We dive into the frameworks, mindset shifts, and leadership tactics that CSMs need to adopt to stay relevant and valuable in today’s fast-changing customer landscape.Key topics covered:The 3C Framework: Company, Customer, Challenge—and how it anchors strategic engagementWhy most QBRs fail and how to reframe them as Strategic CheckpointsHow to earn executive trust and keep stakeholders showing upWhat it looks like to practice “radical customer candor”Why building cross-functional relationships matters as much as building customer onesThe shift from delivering value to selling valueHow to communicate affirmations that stick and influence renewalWhy AI won’t replace great CSMs—but it will force mediocre ones to level upChad’s advice on extreme ownership and being the driver of your own careerThis is not a “feel good” episode. It’s a call to raise your bar as a CSM—and be seen as a strategic advisor, not a support contact.Mentioned in this episode:The Strategic Customer Success Manager by Chad HorenfeldtDare to Lead by Brené BrownAtomic Habits by James ClearReadwise (daily reading and learning habit tool)Connect with ChadStrategicCustomerSuccess.comLinkedIn: Chad HorenfeldIf you’re ready to uplevel your CS career and earn a seat at the table—this episode is required listening.

Join Emma Lo in the latest episode with Greg Boyd about leading an intentional life and career.Greg shares his personal journey through tragedy, the birth of his new company Vienna Waits, and the mission to help a million people live and work with purpose. Drawing from his extensive experience in customer success, Greg offers insights and practical steps to help professionals find clarity and direction in their careers and beyond. Learn about the transformative power of pausing, prioritizing, and pursuing your true goals.00:00 Introduction and Guest Welcome00:50 Greg Boyd's Mission and Company01:34 Personal Story and Life Changes05:31 Navigating Career and Personal Life07:59 Intentional Living and Professional Growth08:37 Practical Steps for Change12:23 Advocacy and Personal Reflection17:15 Defining Your Why and Areas of Change24:49 Conclusion and Contact InformationConnect with Greg here

Thinking of pivoting into Customer Success in 2025? This episode is your blueprint.Gözde Görce, Team Lead of Scaled CS at Apollo.io and founder of The Success Path, joins us to unpack everything from mapping your transferable skills to navigating the AI-powered CS job market.What we cover:Gözde’s unconventional journey into CSThe rise of Digital CS & what it means for job seekersTop skills hiring managers actually look forHow to rethink resumes and avoid rookie outreach mistakesWhy grit, patience, and networking still win🔗 Connect with Gözde Görce: https://www.linkedin.com/in/gozdegorce/🔗 Enroll in Gözde’s course: gozdegorce.com/enroll

In this episode of Spotlight LinkedIn Live, Emma Lo sits down with Paul Abdool and Franz-Josef Schrepf, two powerhouse partnership leaders, to uncover what truly drives successful partner ecosystems in B2B SaaS.🎯 What you’ll learn: The 5 layers of partnerships—from brand deals to strategic alliances The 4C’s framework to evaluate partnership fit How Customer Success + Partnerships create a winning GTM motion Why channel conflicts happen (and how to prevent them) The future of partner-led growth in SaaS💡 Pro Tip: If your partnership program isn’t driving revenue, you’re missing the point. Learn how to align partnerships with real business outcomes.Read more in Franz's "The Book on Partnerships" on Amazon

In this episode of Spotlight, host Elizabeth Italiano welcomes Julie Persofsky, Founder of Achieve Exponential Growth, to explore strategies for scaling Customer Success and driving revenue growth. With over 20 years of Go-To-Market expertise, Julie shares actionable insights on: When and how to hire your first CSM. Identifying the customer’s “aha moment” to boost adoption. Balancing cost-to-serve with retention and growth through effective segmentation. Redefining roles to eliminate bottlenecks and enhance team satisfaction. Building cross-department collaboration for seamless customer experiences. Julie also discusses her proven methods for diagnosing bottlenecks, prioritizing impactful changes, and leveraging resources to scale effectively. Don’t miss her tips and insights from her latest course, Achieve Exponential Growth. Join here: https://juliepersofsky.com/ (use the CSINFOCUS code to get 20% off until Jan 15, 2025) Tune in to learn how to elevate your Customer Success strategy and unlock exponential growth!

In this episode, host Emma Lo sits down with Dillon Young, founder of Lifetime Value Media and Customer Value Labs, to dive into the trends shaping CS today. Dillon shares insights on: The rise of AI and Digital CS Navigating the job market in a changing economy The critical role of value delivery in Customer Success Balancing mental health and career growth in a demanding industry With his experience as the host of a daily CS podcast and leader in GTM-focused content creation, Dillon offers a fresh perspective on the future of Customer Success and the skills professionals need to thrive. Tune in for actionable insights, candid conversations, and a roadmap to success in today’s CS landscape. Follow Dillon for more https://www.linkedin.com/in/dillonryoung/ Sign up for his newsletter: https://thesegment.lifetimevaluemedia.com/subscribe?ref=qmloC3sj84

In this episode, host Emma Lo chats with Holly Goodliffe, a Digital Customer Success expert who’s built Digital CS functions at Adobe and other top SaaS companies. Holly breaks down the essentials of launching a successful Digital CS program, including: How to Get Started: The first steps to building a scalable Digital CS function. The ONE Metric That Matters: Why active usage should be your North Star. Collaboration Across Teams: Aligning marketing, product, and CS for customer impact. Blending Digital & Human Touch: Scaling effectively while keeping the customer experience personal. Key Insight: Start with why. Holly explains why clarifying your business goals is critical to a successful Digital CS strategy. If you're a SaaS leader, CS professional, or just curious about digital strategies for retention and growth, this episode is your go-to guide for actionable insights. Connect with Holly Goodliffe https://hollygoodliffe.com/ https://www.linkedin.com/in/hollygoodliffe/

In this insightful episode, host Elizabeth Italiano sits down with Lukas Alexander, VP of Customer Success at ChurnZero, to explore the best practices and strategies for building and executing a successful digital customer success (CS) program. Lukas, with his extensive experience in both customer success and operations, shares his journey from leading client success at Cision to his current role at ChurnZero, where he champions innovative digital CS solutions. Key Takeaways: The difference between Digital CS and Scaled CS and how they complement each other. Essential components to consider when building a digital CS strategy from scratch. How to maintain personalized engagement in a scaled, digital environment. The role of segmentation and data in crafting effective digital CS strategies. Common pitfalls to avoid when implementing digital CS initiatives. Emerging trends in digital CS, including predictive analytics and emotional intelligence. Whether you're new to digital CS or looking to refine your approach, this episode is packed with actionable insights to help you elevate your customer success game. 🔗 Connect with Lukas Alexander on LinkedIn: Lukas Alexander LinkedIn 🔗 Learn more about ChurnZero: ChurnZero

In this episode, host Emma Lo chats with Kristine Kukich, the Training Shepherd, and Shannon Howard, Director of Content and Customer Marketing at Intellum. They explore the crucial role of customer education and marketing in scaling customer success. Scaling Success: Customer education and marketing are essential in helping customers succeed with the product and in their careers, especially as companies grow. Proven Impact: A Forrester study shows 86% of customer education programs see positive ROI, with notable increases in customer satisfaction (26.2%) and retention rates (22.3%). Growth Through Training: Trained users become more engaged and drive additional business growth. Metrics & Systems: Emphasizing the importance of data-driven metrics aligned with business goals, such as retention and revenue impact. Iterative Approach: Start with basic content and refine over time to achieve long-term success. Cross-Functional Collaboration: Building strong relationships across departments is crucial for aligning education initiatives with business objectives. Role of Certification: Certifications play a key role in driving revenue and ensuring product mastery, especially in large organizations. Kristine and Shannon emphasize the importance of starting with a solid plan, iterating toward success, and using storytelling to highlight the value of customer education. For more insights, connect with Kristine and Shannon on LinkedIn, and check out their YouTube channel, "Mixology," where they discuss customer education and marketing over a cocktail! Contact Information: Kristine Kukich: LinkedIn Shannon Howard: LinkedIn Mixology: https://www.youtube.com/@mixology7259

In this episode of "Spotlight by CS In Focus," host Emma and co-host Elizabeth Italiano from What Not To Do engage in a thought-provoking conversation with Peter Armaly, author of Mastering Customer Success. Peter, a seasoned Customer Success (CS) professional, shares insights from his extensive experience and discusses the evolving role of Customer Success in driving business growth. Key Takeaways: Article Discussion: Peter and Dan Sperring's collaborative article on leveraging Customer Success to build a go-to-market flywheel. Holistic View: Importance of considering the entire customer journey and integrating CS with sales, marketing, and product teams. CS Evolution: The need for Customer Success to adapt and evolve with changing business landscapes. Strategic Contribution: How CS can contribute more strategically to the overall business by sharing intimate customer knowledge. Proving Value: The necessity for CS to provide proof of its value to gain buy-in from other organizational departments. Churn and Retention: Challenges of addressing churn rates and the need for better cross-functional collaboration. Product Fit: The role of CS is to continuously measure and ensure product-market fit. Open-Minded Leadership: CS leaders must be open to new ideas and working closely with product teams. Discussion Highlights: Intimate Customer Knowledge: CS teams possess deep insights into customer needs and experiences, which can drive product and service improvements. Proactive Communication: The need for CS to communicate its value and contributions clearly to other departments. Customer Journey Integration: Encouraging a more integrated approach where CS is a key player in the go-to-market strategy. Leadership Accountability: CS leaders should embrace accountability for revenue and work collaboratively to achieve business goals. Advice for CS Leaders: Build Relationships: Spend time with product and sales teams to understand their needs and share customer insights. Educate the Organization: Continuously educate other departments on the role and value of CS. Measure and Prove: Implement metrics that demonstrate the impact of CS on business outcomes, particularly in terms of revenue and customer retention. Stay Dynamic: Be willing to adapt and lead in a rapidly changing business environment. Peter Armaly emphasizes the transformative power of Customer Success when it is fully integrated into a company's strategic framework, urging CS professionals to step up, collaborate, and lead the charge in driving business success. Connect with Peter on LinkedIn: Don't Ditch CS - leverage it to build "The Flywheel" Peter's new book, Mastering Customer Success

Join us on the "Spotlight: CS in Focus" podcast, where Star Hofer, COO of AKA Media and a seasoned leader in the tech startup sector, shares her profound insights on building effective customer success teams and professional services from the ground up. With over two decades of experience in SaaS and tech startups, Star discusses the critical aspects of identifying and nurturing hidden talents within teams, aligning team dynamics with evolving business strategies, and how to drive change within organizations. Dive deep into her strategies for fostering a culture of success and innovation that genuinely supports non-profit foundations and charities in their fundraising efforts. Key Takeaways: Strategic Team Building: Understanding the product's stage and maturity is essential for shaping effective customer success strategies and team roles. Three-Year Strategic Planning: Focus on disruption in the first year, evaluate strategies in the second, and reap benefits in the third. Value Over Metrics: Star advocates for real value-driven customer success, contrasting it with traditional retention metrics. Empathetic and Adaptive Leadership: Successful leadership requires aligning closely with product teams and genuinely addressing customer needs. Cultural Fit in Hiring: Prioritize potential and unique contributions over traditional metrics, valuing diverse skills and personal strengths. Transparent Communication: Promote openness and honesty to boost team morale and foster a collaborative environment. Star's insights underline the importance of adaptability and deep understanding in leadership, crucial for teams navigating dynamic environments. Connect with Star here: https://www.linkedin.com/in/starbedwards/ Her two recommended books: Training for the Uphill Athlete - This book focuses on training strategies for endurance athletes, particularly those interested in mountain sports and ultrarunning. First Lie Wins - While the specific content of this book isn't detailed in the transcript, the title suggests it could cover topics related to strategic thinking, perhaps in business or personal development.

Dive into our latest "CS in Focus" episode where we sit down with Ryan Lazar, a seasoned leader who's steering the helm at Qualtrics Canada. Ryan brings a unique blend of engineering prowess and sales acumen, driving unprecedented growth and nurturing a passionate team culture. 🔹 Key Takeaways: Mastering Radical Candor: Ryan shares how honest, caring feedback is pivotal for team cohesion and performance. Leadership Lessons: From Windsor's blue-collar roots to Toronto’s tech scene, Ryan's journey is packed with insights on creating cultures of success. Adapting Strategies: Hear how Qualtrics adapts its approaches in customer success and sales to stay ahead in tech. Connect with Ryan on LinkedIn: https://www.linkedin.com/in/ryan-lazar-86a8ba11/

Dive into our conversation with Katie Clark, Manager of Implementation at Pocket Health, hosted by Emma. Katie’s journey from improv theater to customer success shines a light on adaptability, clear communication, and the personal touch that AI can't replace. Key Insights: Improv Skills in CS: Adapt and thrive in unpredictability. Clear Expectations: Essential from sales to onboarding for success. Vital Metrics: CSAT scores, response rates, and time to value measure impact. Human vs. AI: Automation aids, but human connections are key. Advice for Aspiring CS Pros: Embrace experiences and find joy in your role.

In this podcast episode, Saher Ghattas, SVP North American Sales Leader of DataStealth, shares his journey and insights on go-to-market (GTM) alignments. He discusses the challenges and different frameworks for GTM alignments, emphasizing the importance of driving impact and value for customers at each stage of their journey. Saher also explores the freemium model and strategies for encouraging conversion, as well as analyzing churn and ensuring a smooth handoff between sales and customer success teams. He highlights the role of a Chief Customer Officer and offers advice for leaders on team growth and GTM alignments. Finally, he discusses compensation plans and shares his thoughts on the trends and forecast for 2024. Takeaways GTM alignments require leaders to understand the different frameworks and choose the one that best suits their organization's growth and maturity. Driving impact and value for customers at each stage of their journey is crucial for success. Analyzing churn and ensuring a smooth handoff between sales and customer success teams can help improve customer retention. The role of a Chief Customer Officer is becoming increasingly important in organizations. Leaders should prioritize self-care and remember that they are human, making mistakes is okay. Connect with Saher Ghattas

Tyler Lessard discussed the importance of authenticity in marketing and the role of customer stories. He emphasized the need for individuals to create and share videos, and how AI can enhance authenticity and scale human communication. Takeaways Focus on becoming your audience's favorite follow by providing high-resonance content that they care about. Craft messages that are authentic, relatable, and put the audience's needs and expectations first. Embrace the outside-in approach by understanding your audience and meeting them where they are. Utilize customer stories to showcase the impact of your product or service and create emotional connections with your audience. Embrace authenticity in marketing and leverage video and social media to engage and resonate with your audience. Explore the potential of AI in video content creation to make video production more accessible and efficient. Tyler Lessard: https://www.linkedin.com/in/tylerlessard/ Pavilion Elevate AKO: https://events.joinpavilion.com/ELEVATE-AKO (Watch Tyler's session) Selective Attention Test By Daniel Simons and Christopher Chabris: https://www.youtube.com/watch?v=vJG698U2Mvo

Join us in uncovering the innovative strategies behind CS Toolkit, a game-changing tool in the customer success landscape, as shared by its founders, Stephen Smith and Brendan McDonald. Dive into our podcast for a deep dive into how CS Toolkit is transforming the way customer success teams operate, with a focus on customer sentiment, streamlined processes, and strategic growth in the CS sector. Learn more about CS Toolkit: https://cstoolkit.app/

In this conversation, Derek Vollebregt, VP of Customer Success at iLobby, shares his background and journey into customer success. Takeaways Create meaningful moments that matter in customer relationships. Ensure data integrity for effective decision-making. Embrace the global experience and cultural differences in leadership. Transitioning into customer success requires learning the lingo and frameworks. Adapt playbooks to fit the unique needs of each organization. Focus on adding value in customer meetings. CS is a crucial field that impacts various industries and sectors. To succeed in CS, it is important to have technical skills, problem-solving abilities, and a strong work ethic. Continuous learning is essential in CS due to the rapid advancements in technology. For those entering Customer Success, being prepared, proactive, and showing genuine interest in the field and the company can make a candidate stand out. Chapters 00:00 Introduction and Background 02:00 Early Experiences and Traveling Abroad 04:01 Work Philosophy and Leadership 06:01 Moments That Matter in Customer Relationships 09:26 Delivering Digital Customer Success at Scale and Leveraging AI 14:05 Data Integrity and its Importance 19:49 Building Relationships and the Impact of Global Experience 23:01 Transitioning into CS and Stepping Up as a Leader 26:10 The Value of In-Person Meetings and Understanding Customer Operations 29:27 Adapting Playbooks and Continuous Learning 37:19 Adding Value in Customer Meetings 01:30 The Importance of Customer Success 10:45 Skills and Qualities for Success in Customer Success 20:15 The Role of Continuous Learning 30:00 The Impact of Customer Success on Society 41:21 Advice for Those Entering Customer Success Connect with Derek Vollebregt on LinkedIn: https://www.linkedin.com/in/derekvollebregt/

Explore pivotal Customer Success strategies with industry expert Lindsay Lane in our enlightening podcast. Lindsay shares her blueprint for curating exceptional customer journeys and driving business growth. Key Insights: 1. Unified Vision: Discover how Lindsay harmonizes cross-departmental efforts for customer success. 2. Insightful Analytics: Uncover the transformative power of customer data in shaping engagement strategies. 3. Strategic Focus: Lindsay reveals how prioritizing actions aligned with company objectives leads to customer-driven results. Equip yourself with critical strategies for elevating Customer Success in today's dynamic business landscape. Lindsay's LinkedIn: https://www.linkedin.com/in/lindsay--lane/ Recommended book: