The Customer Success Pro Podcast

12 Episodes

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From CS to Sales Growth: Turning Upsells into New Sales with Ejieme Eromosele

2025-01-0843:30

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Ejieme Eromosele, an award-winning customer success leader, about her journey from customer success to general management. They discuss the importance of customer advocacy in driving new sales, strategies for upselling and expansion, and the evolving role of customer success in the go-to-market strategy. Ejieme shares her insights on using data to drive urgency, the significance of a discovery-focused mindset, ...

First time Customer Success Leader to a Revenue Leader with Stijn Smet

2024-12-0451:57

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Stino, the head of customer success at whale.io. They discuss the evolving role of customer success in the SaaS industry, emphasizing the importance of a revenue-focused mindset. Stino shares his journey from being a tax attorney to a customer success leader, the challenges he faced in his first leadership role, and the strategies he implemented to drive revenue through customer success. The conversation highli...

Customer Success Metrics That Drive Growth with Jay Nathan

2024-11-0651:04

In this podcast episode, Anika Zubair interviews Jay Nathan, COO of Churnkey, about his extensive experience in the SaaS industry and the evolving role of customer success. They discuss the key metrics that drive growth in SaaS, such as retention, customer lifetime value, and profitability, emphasizing the need for agility in tracking and adjusting these metrics. Jay shares insights into his role as COO, the strategic importance of aligning CS with business goals, and the dual focus on custom...

How to Get Promoted into an Enterprise CSM with Caly Agar

2024-10-0246:37

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.In this episode of the Customer Success Pro podcast, host Anika Zubair discusses with Carly Agar, founder and CEO of Carly Agar Training, about effective strategies for landing promotions in customer success. The conversation covers the importance of aligning customer success strategies with business objectives, i...

Using AI in Your Daily Customer Success Routine with Alex Turkovic

2024-09-0448:23

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.The podcast episode features Alex Turkovic discussing the integration of AI in customer success routines. Key topics include practical applications of AI, tools for customer success professionals, and tips for using AI effectively. The episode aims to provide insights on how AI can save time and enhance customer v...

Leading with Value and Increase Revenue in Customer Success with Madelyn DePrey

2024-08-0736:00

Learn more about our show sponsor CSM RevUP Academy: https://thecustomersuccesspro.com/csm-revup-academy/Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Madelyn DePrey, VP of Customer Success at Aircall. Together, they dive into how leading with value can contribute to customer a...

Driving Customer Retention and Customer Growth at Scale with Daphne Costa Lopes

2024-07-1051:21

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.In this episode, Anika Zubair talks with Daphne Costa Lopez, Director of Customer Success at HubSpot, about strategies for driving and growing customer retention at scale. They explore a range of models from renewals to segmentation, customer success qualified leads (CSQLs), and automating success plans and QBRs.0...

How to Get Hired in Customer Success in a Tough Job Market with Jared Orr

2024-06-0546:02

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.In this episode of the Customer Success Pro podcast, hosted by Anika Zubair, guest Jared Orr, a Senior Customer Success Manager and copywriter, shares his journey overcoming job loss and finding success in a challenging job market. Jared discusses his experiences with layoffs, the importance of networking, and str...

How to become a Strategic Customer Success Manager with Erika Villarreal

2024-05-0146:47

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.In this episode of the Customer Success Pro podcast, host Anika Zubair interviews Erica Villareal, a strategic customer success manager at Eptura and a top 25 CS influencer of 2023. Erica shares her journey from Mexico, to becoming a strategic CSM in Dallas, highlighting her use of personal branding on LinkedIn to...

Customer Success Career Path to the C-Suite with Kristi Faltorusso

2024-04-0349:55

Navigating your Customer Success Career with Kristi FaltorussoIn this episode of the Customer Success Pro podcast, Anika Zubair interviews Kristi Faltorusso, a four times Top 25 Customer Success Influencer award winner and CCO at Client Success. Kristi shares her remarkable journey from a marketing professional to becoming a leading figure in the SaaS and customer success (CS) space. She highlights the importance of passion, hard work, and taking calculated risks in her career trajectory, cul...

Psychological Mindset Shift from Reactive to Proactive Customer Success with Rachel Provan

2024-03-0643:25

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.Imposter Syndrome, Prioritization, and Mindset Shifts in Customer Success. All topics we covered in Today’s talk with Rachel Provan. Today’s podcast will focus on how you have to shift your mindset in order to move from reactive to proactive Customer Success.Rachel Provan, founder of Proven Success, joins the podc...

Welcome to The Customer Success Pro Podcast by Anika Zubair

2024-02-2802:04

This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I wil...

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