Customer Success Talks (Real Challenges, Experts Advice)

In this episode, we journey into the heart of creating and cultivating a robust Customer Success (CS) culture. We explore the difference between a customer-centric approach and a full-fledged CS culture, unpacking their individual significance in the business ecosystem.

We bring to light the challenges faced by CSMs in their quest to build a CS culture, from the alignment of different departments to the formation of a comprehensive strategy aimed at enhancing customer experiences.

Our discussion takes a compelling twist as we dive into the scientific aspects of CS, specifically the influence of neuroscience.

We'll cover the distinct characteristics seen in companies that have triumphed in creating a CS culture versus those still on the path. We'll provide actionable steps on how CSMs can effectively contribute to this transition.

Don't miss this episode, loaded with invaluable insights and practical takeaways to help you build a strong, thriving customer success culture in your organization. Join us !!

Connect with Ed Powers on LinkedIn.

Your Host ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

🎙️ Explore Your CS Career 🚀

In this episode of Customer Success Talks, we're delving into the fascinating world of Customer Success careers. Join us as we tackle three crucial challenges that every CS professional faces at some point in their journey:

1. The first step to finding a job is to know the value you, as a CSM, can bring to the organization 2. Tailoring CVs for Success: Learn how to craft a standout CV that highlights your CS achievements.

3. Beating Burnout: Tips for Resilience: Explore effective strategies to prevent and overcome CS burnout.

Tune in for career-transforming insights and empower your CS journey! 🌟

Resources:

- STAR Method

- CS Insider

Connect with Carly Agar and Katrina Kugelmeier on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

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 "Customer Success Talks," we have two amazing guests, Sydney, the current VP of Customer Success, and Ben, a recent transitionee from a customer success manager to a team lead.

Sydney and Ben share their insights on the challenges and triumphs encountered during their career transitions, especially when stepping into a leadership role for the first time. They also reveal their personal experiences with the imposter syndrome, providing valuable advice for those considering a similar career move.

Not only do they discuss the role transition, but they also delve into the essence of leadership itself, highlighting the significance of coaching, feedback, and setting clear expectations for a team.

Connect with ⁠Ben Johns ⁠& ⁠Sydney Strader⁠ on LinkedIn.

Your Host ⁠Bayron Toruño⁠ is also open to chatting with you!

We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

In today’s episode, we have the honor to have with us Markus Rentsch, CEO of Remark-able and,defenatly, the "Lord of CS Memes" he discusses the evolution of a customer success manager from the old mindset to the new mindset. The conversation highlights the shift in mindsets within the customer success industry, the importance of customer success as a company-wide mindset, and the changing role of customer success managers. It emphasizes the need for customer success managers to become trusted advisors to customers and to focus on delivering value and driving revenue. We explore more, like the alignment of a customer success mindset with leadership and the use of revenue data to demonstrate the impact of customer success. Overall, the episode emphasizes the importance of proactive and strategic approaches to customer success. Takeaways - Customer success has evolved from a reactive and transactional role to a proactive and strategic one. - Customer success should be a company-wide mindset and operating system, with customer success managers acting as trusted advisors. - Measuring customer success should focus on customer needs, outcomes, and value delivered, rather than just usage and internal criteria. - Leadership should be aligned with the new customer success mindset and incentivize the right behaviors to drive revenue growth. Resources Remark-able Connect with us on LinkedIn:⁠⁠⁠ Markus Rentsch⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ ⁠Nav Thomas⁠⁠ Find us on YouTube

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 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

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 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 today's episode, we delve into the art of communication with senior stakeholders in customer success. We're thrilled to welcome James Lawson, an award-winning Customer Success leader with over 20 years of experience. The challenges we will cover today are: - Over-Communication Pitfalls: James Lawson shares his insights on avoiding the common trap of over-communicating in the customer success industry. We explore strategies for CSMs to convey their messages effectively, ensuring they don't overshadow their customers' needs. - Engaging Senior Customers Effectively: We delve into techniques for effectively engaging with senior customers, particularly during initial meetings. We will focus on how to extract vital information from less communicative customers and build more than just relationships. - Balancing Empathy and Assertiveness: In the high-pressure world of senior stakeholder management, striking the right balance between empathy and assertiveness is crucial. Join us for an episode filled with expert advice and practical strategies to elevate your stakeholder communication skills in customer success. You can find us on Youtube Connect with us on LinkedIn: James Lawson Bayron Toruno Nav Thomas

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

We delve into the powerful connection between compensation and Customer Success Manager (CSM) performance. With the role of CSM becoming increasingly pivotal in shaping customer experiences and ensuring long-term loyalty, aligning their compensation to their performance has never been more critical.

This episode seeks to demystify the various aspects of CSM compensation, from base pay to bonuses, commissions, and non-monetary rewards. We'll explore how a well-structured compensation plan can motivate CSMs to drive customer success, thus directly contributing to business growth. Join us as we uncover the rewards of success and how they empower CSMs to go the extra mile in providing exceptional customer service. Whether you're a CSM, a team leader, or a business owner, this episode is packed with valuable insights that can positively influence your approach to compensation and performance. Tune in and equip yourself with the knowledge to drive your business towards unprecedented success.

Connect with Joe Krause on LinkedIn.

Your Hosts Bayron Toruño and Nav Thomas are also open to chatting with you!

Join CS Connect, you will love it!!!!

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

Special Episode!
We are excited to share a special episode with you! Recently, we had the opportunity to attend the Gainsight Pulse Europe 2023 event. In this episode, 10 passionate customer success experts share tips related to attending in-person events. What challenges do people typically face when attending an in-person event? Each guest will answer two questions, which will be drawn from two separate boxes. One box contains random CS-related questions, while the other box contains common challenges that we all face during an event. If you prefer listening to the audio version, you can find it on our YouTube Channel.

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.

Join us in our latest episode of the podcast, where we delve into the crucial theme of proactivity in the realm of Customer Success. We are honored to have Akshat Mathur, an expert with a rich background in customer success across IT, education, and Fintech sectors, as our special guest. Accompanying him is our insightful co-host, Nav, who brings his wealth of knowledge and practical tips to the table.

Let's take a look at what we covered in today's episode: Demystifying Proactiveness in Customer Success:

Akshat addresses common misunderstandings about what it means to be proactive in customer success. He shares his definition and insights on demonstrating proactiveness effectively, providing valuable guidance for Customer Success Managers (CSMs).

Shifting from Reactive to Proactive Mindset:

The conversation then shifts to the transformation required for CSMs to move from a reactive approach to a proactive one. Akshat highlights key triggers and moments for this vital transition and discusses strategies for initiating a proactive mindset.

Breaking Out of Comfort Zones:

We offer his expert advice for CSMs who find themselves anchored in reactive tasks. How to embrace a more proactive role, pushing beyond personal comfort zones to maximize efficiency and impact.

Dive into this episode to explore how being proactive can not only elevate your performance as a CSM but also lead to more meaningful and impactful customer relationships.

You can find us on YouTube. Connect with us on LinkedIn: Akshat Mathur Nav Thomas Bayron Toruno

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

In this episode, we dive deep into communication strategies that every Customer Success Manager (CSM) needs to know with public speaking expert Alexander Grabner-Jarlung. From overcoming filler sounds to leveraging storytelling, Alex shares practical techniques to boost your communication skills both in business and life.Highlights:🔑 Common communication mistakes and how to avoid them.🎯 The power of storytelling to connect emotions with data.✨ How to mix the "Angels and Devils Cocktail" to optimize your mindset and emotions.💡 Tips to stay authentic and confident in any interaction.💬 Have questions or tips of your own? Drop them in the comments! Don’t forget to like, share, and subscribe for more practical advice for CSMs navigating their journey.Connect with Us:Alexander Grabner-Jarlung -   / alexander-grabner-jarlung  Bayron Toruno -   / bayron-toru%c3%b1o-solano-3a9408113  🖥 Resources Mentioned:Explore Presenter Mastery - www.presentermastery.comAlex's Website - https://www.grabnerjarlung.com/Watch David JP Phillips’ TED Talk: The Magical Science of Storytelling - -    • The magical science of storytelling |...  Learn more about Public Speaking with David JP Phillips - https://www.davidjpphillips.com/and don't forget about Youtube -    / @davidjpphillips  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...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/5R8k...Youtube -  https://www.youtube.com/watch?v=P8cgifrex5c

What does value really mean in customer success, and how can you ensure your customers truly experience it?

In this episode, Shruti Sharma with 20 years of experience in Customer success, a CS leader and founder of Consult with Shruti joins us to unpack how CSMs can discover, deliver, and demonstrate value at every stage of the customer journey.Shruti shares her strategies for effective discovery, building impactful success plans, and why asking the right questions is the secret to long-term engagement. Plus, she opens up about a lesson learned from a bold risk that didn’t go as planned.

Key Takeaways:

- Start with Research: How understanding sales insights and initial KPIs can set the foundation for value-driven conversations.

- Success Plans That Stick: Why co-creating a visual and flexible success plan keeps customers engaged and aligned.

- Celebrate Small Wins: The power of recognizing milestones to deepen relationships and reinforce value.

- Ask Better Questions: How curiosity and active listening uncover what truly matters to customers.

Connect with Us:

Shruti Sharma - https://www.linkedin.com/in/shrutiksharma/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

Resources:

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

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.S

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

We're thrilled to bring you a conversation with the remarkable Jan Young. Jan's and Nav’s insights are not just thought-provoking—they're game-changing. Get ready to be inspired!

In this episode go deep into: 

• Mindset Shift in Customer Success: We explore the critical transition from reactive to proactive approaches in CS. Jan provides insights into proactive tasks that not only enhance customer experience but also open doors for upselling and cross-selling opportunities.

• Developing Negotiation Skills: Tackling a common challenge among CSMs, Jan offers practical strategies for honing negotiation skills. Learn why asking the right discovery questions is just the beginning of effective customer negotiation.

• Leveraging Data for Success: In today's data-centric business world, Jan emphasizes the importance of understanding and using customer data strategically to identify sales opportunities and enhance customer engagement.

Special Insights:

• Discover the three main conditions for successful post-sale expansion: the right person, the right product, and the right timing.

• Learn why negotiation isn't an innate skill but one that can be developed through practice and teamwork.

  Resources:

• You can join the CS Office Hours Slack community by clicking JOIN.
• To be part of the amazing CS Office Hours Sessions, just click HERE
• Recommended book to read "Never Split the Difference: negotiating as if your life depended on it"
• CS Connect "Crystal Ball 2024 Report"
• Want to be part of the CS Connect Slack community? Click HERE. You can find us on LinkedIn




Connect with us on LinkedIn:⁠

Jan Young

⁠⁠Bayron Toruno⁠⁠

Nav Thomas⁠




Find us on YouTube

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!

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

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

Join us in this episode, as we explore the dynamic intersection of AI and Customer Success. Joining us today is Mickey Powell, Co-founder of Update AI and author of the ebook "Chat GPT for Customer Success".

Discover how AII, is reshaping customer success and how understanding its mechanics can enhance communication. Don't miss this insightful conversation that peels back the layers of AI in Customer Success.

Tune in now to gain a deeper understanding of this game-changing technology and how it can reshape the customer journey."

Resources:

- Ebook Chat GPT for Customer Success

- ChatGPT in CS: A Beginner's Guide to the AI Revolution - ChatGPT in CS: Super-Charge Content and Process Building

Connect with us on LinkedIn: Mickey Powell Bayron Toruno Nav Thomas

You can find us on YouTube

Get ready to kickstart 2025 with actionable insights tailored for Customer Success Managers! In this episode, Thomas Voigt, founder of the CS Academy, shares his predictions for the future of customer success, highlighting essential skills, mindsets, and strategies needed to thrive.

Topics include developing a commercial focus, embracing data-driven approaches, practicing system thinking, and leveraging AI to elevate your role. Plus, Thomas shares a valuable discount for his CS Academy courses and reflects on lessons learned from his journey.

In this episode, we dive into:

- Why thinking commercially is the game-changer for every CSM.

- The “system thinking” approach to breaking silos and amplifying results.

- Why embracing AI can elevate both you and your customers’ success.

- And the biggest mistake CSMs are making (and how to avoid it!). 📅 Discount details: 30% off CS Academy services using code CSTALKS30. Available until February 28, 2025!

👉 Visit the CS Academy: www.thecsacademy.net Join us for an engaging conversation filled with practical tips and inspiration for taking your customer success career to new heights. Don’t forget to like, comment, and subscribe for more content designed for early-career and aspiring CSMs! Connect with Us: Thomas Voigt- https://www.linkedin.com/in/thomas-voigt/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow Us on Social Media: Instagram: @cstalkspodcast TikTok: @customer.success6 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 $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

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

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 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 of Customer Success Talks, Nick Morris, Director of Customer Success at Gainsight, explores the power of digital and scalable (SMB and tech touch customers) strategies in Customer Success. Nick shares his unique journey from the beer industry to becoming a leader in the SaaS world, offering valuable insights drawn from seven years of experience in various CS roles.

The discussion delves into the evolution of Customer Success, highlighting how organizations can combine digital automation with personalized approaches to drive efficiency and enhance customer engagement.

Nick explains the critical differences between digital and scaled CS models, emphasizing the importance of aligning these strategies with customer needs and business goals.

Key Takeaways:

- Transitioning Careers: Learn how Nick leveraged his past experiences to successfully transition into Customer Success, highlighting the importance of passion and preparation.

- Digital vs. Scaled CS: Understand the distinctions and synergies between fully automated digital CS and scaled CS models for SMB and enterprise customers.

- Efficiency through Automation: Discover practical steps to implement automation, streamline processes, and improve CSM productivity without sacrificing human connection.

Whether you're new to Customer Success or looking to enhance your current practices, this episode offers actionable advice and real-world examples to help you drive customer value at scale.

🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount!

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:

Nick Morris-https://www.linkedin.com/in/nicholascmorris/

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

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.

In this episode, we delve into the world of "Exploring Digital Customer Success" with our special guest, Alex Turkovic, known for his YouTube channel "Digital Customer Success." As businesses shift towards digital landscapes, customer success strategies are undergoing significant transformations. Tune in as we address key challenges, including implementing digital tools, ensuring data privacy and security, and striking a balance between automation and human touch. Discover how organizations can harness the power of digital customer success and gain insights from Alex's expertise in this realm. Join us for an insightful conversation that unravels the complexities of digital customer success strategies. Do you want to learn more about Digital Customer Success? Join Alex's amazing ⁠YouTube channel.⁠ Connect with Alex Turkovic on LinkedIn.

Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

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

Are you transitioning into customer success or looking to grow in your early career? It starts with mastering the right soft skills! In this episode, Nieves Canada, VP of Customer Success, coach, and speaker join us to explore the vital soft skills needed for success in the ever-evolving world of customer success. Discover why soft skills like curiosity, active listening, and adaptability are critical for building strong customer relationships and driving results. 📌 What You’ll Learn: - Why curiosity, active listening, and adaptability are key for success. - How to use questions like “what for?” to truly understand customer needs. - The art of saying no while building trust with customers and colleagues. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! 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: Nieves Canada - https://www.linkedin.com/in/nievescanada/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Check out "CS Plan" = https://www.cs-plan.net/programs Follow Us on Social Media:Instagram: @cstalkspodcastTikTok: @customer.success6 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 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

In today's episode, I had the pressure to talk about Customer Education and how it's interconnected with Customer Success, with Vicky Kennedy, CEO of Echtus and a leading expert in developing customer-focused learning programs. Vicky shares her experience in crafting data-driven, strategic education initiatives that go beyond onboarding, helping organizations drive deeper engagement, higher adoption, and lasting customer loyalty.

Vicky brings light to the strategic importance of customer education in driving customers' success. She explores how well-structured education programs can significantly enhance product adoption, customer retention, and overall satisfaction.

She shares best practices for creating effective educational content, how to measure success, and how customer education can help businesses engage and retain customers in the long term.

Key Takeaways:

• Best practices for designing scalable and effective education programs.
• How to measure the impact of education on customer retention and satisfaction.

• How to turn education into a growth lever for your organization.
• The future of customer education and emerging trends.

Whether you're a customer success manager, product strategist, or team leader, this episode is packed with actionable insights that will help you elevate customer relationships and empower users through education.

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

Meet Echtus - http://www.echtus.com

Connect with Us:

Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/

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, we dive deep into the world of customer retention with the legendary Greg Daines, also known as "The Churn Doctor." 🌟 With years of experience as a SaaS CEO and customer success leader, Greg shares actionable strategies, shocking insights from his research, and practical tips to reduce churn and drive measurable results. 🎯 Topics Covered: - Why customer satisfaction alone doesn’t guarantee retention - The surprising truth about the correlation (or lack thereof) between NPS and customer retention - The #1 predictor of long-term customer loyalty: Measurable Results - Why showing even bad results can build stronger client relationships - Early warning indicators to spot churn risks before they arise - Practical steps to shorten the time-to-value and boost adoption

🚨 Key Takeaway:

Customers don’t leave because they’re unhappy—they leave when they don’t see results. Learn how to focus on results-driven strategies that create lifelong customer bonds. 📚 Don’t miss Greg’s eBooks: 23 Ways to Reduce Churn - https://www.gregdaines.com/ebooks

The Churn Guide - https://www.gregdaines.com/guide-to-churn 💡 Get More Insights: 👉 Visit Greg's website for the CRS (Customer Results Strategy) Guide - https://www.gregdaines.com/crs-download 👉 Watch now to transform how you approach churn reduction and customer success! ✅ Subscribe for More: Stay tuned for more expert advice, actionable tips, and inspiring stories. Connect with Us: Greg Daines - https://www.linkedin.com/in/gregdaines/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow Us on Social Media: Instagram: @cstalkspodcast TikTok: @customer.success6 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 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/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

We explore what emotional intelligence means in the context of customer success and why it plays a pivotal role for CSMs. Our conversation extends to the current climate of heightened global emotions and the critical role of customer success representatives in maintaining a neutral and respectful environment.

This episode also challenges listeners: how do you balance the pressure of meeting goals and maintaining a specific appearance or reputation without losing yourself in the process and risking burnout? Listen in for our insights on this and many more topics that blend the art and science of emotional intelligence, rapport building, and customer success management. This episode is a must-listen for anyone looking to strengthen their emotional intelligence skills in their professional lives.

Connect with Janelle Friday & Daryl Huang on LinkedIn.

Your Host ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

In this episode, we explore how to become a strategic advisor in Customer Success with Annika Zubair, Head of Customer Success at Griffin and host of the Customer Success Pro Podcast with 13 plus years in CS.

Learn how to move beyond product expertise and start driving real business impact for your customers.

Highlights:

- What it really means to be a strategic advisor in CS.

- How to shift from reactive support to proactive value creation.

- The key questions CSMs should ask to unlock business growth.

- How to align CS with Sales for better customer fit and long-term success.

What’s your biggest challenge in becoming a strategic advisor? Drop your thoughts in the comments! Don’t forget to like, share, and subscribe for more practical Customer Success insights.

Connect with Us:

Anika Zubair

Bayron Toruno

Resources Mentioned:

Customer Success Training by Annika → https://thecustomersuccesspro.com/

Listen to Anika’s Podcast → https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu

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

Explore Our Podcast Website - https://cstalkspodcast.com/

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 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

We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER. With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success. Andrew and Nav, emphasize the need for organizations to listen to their customers and gather feedback through various channels. A solid VoC program can put a company ahead of its competition and lead to real improvements in products and services. Key Topics: - Essential Role of VoC Framework: We kick off with a discussion on why a solid VoC program is not just beneficial but essential for businesses to collect feedback and drive improvements. - Impact on Customer Satisfaction and Revenue: Andrew emphasizes how a well-executed VoC can lead to heightened customer satisfaction, loyalty, and ultimately, an increase in revenue. - Beyond Listening–Creating Customer Stories: Learn how to go beyond mere listening to creating compelling stories from customer feedback, encapsulating their experiences and needs. - Practical Tips for Effective Communication: Gain insights into the importance of echoing customer sentiments to confirm understanding and establish stronger connections. Special Insights: - Continuous Listening: Emphasizing the importance of always being receptive to customer feedback, not just the loudest voices. - Balancing Features for New and Existing Customers: Striking a crucial balance between attracting new customers and satisfying the existing ones. - Building Trust with Colleagues: Andrew shares his unique approach to fostering workplace alliances essential for implementing strategies like a VoC framework. Resources: - Visit Successcoaching.co for more insights and resources. - Download the CS Connect "⁠Crystal Ball 2024" - Join the CS Connect Slack community?

- You can find us on ⁠LinkedIn

Connect with us on LinkedIn: Andrew Marks

Bayron Toruno

Nav Thomas

Find us on YouTube

In this episode, we're thrilled to welcome Ayman Azmy and Aisha Bajwa, two seasoned professionals in the field of CS. Ayman brings over a decade of experience in leadership, technology, and strategic planning, while Aisha's frontline CS expertise, honed over five years, has seen her excel in building strategic client relationships and managing onboarding and implementation processes. Join us as we delve into the core of what makes a Success Plan indispensable in CS. We kick off with Ayman and Aisha shedding light on the essence of a Success Plan and its critical role in customer journeys.

For those new to CS, or anyone struggling with crafting efficient Success Plans, this episode is a goldmine. Below are the key Topics we covered: - The Importance of Success Plans in CS - Encouraging Client Commitment to Success Plans - Crafting Efficient Success Plans: Steps and Strategies You can find us on Youtube

Connect with us on LinkedIn: Ayman Azmy Aisha Bajwa Bayron Toruno

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 insightful episode of Customer Success Talks: Real Challenges, Experts Advice, we dive into the world of OKRs. Our expert guests, Aaron Lapierre, a customer success professional, and Theeba, an Implementation Team Manager, share their valuable insights and practical experiences. We explore a fascinating challenge: linking OKRs to a company's revenue. The exchange of ideas offers new perspectives on how OKRs can boost not just customer success, but also the company's financial performance. Whether you're an experienced professional or just starting your career, this episode is filled with nuggets of wisdom to help you understand and implement OKRs effectively. Tune in to learn more!

Connect with Aaron Lapierre &Theeba Chuciyanthan on LinkedIn.

Your Host Bayron Toruño is also open to chatting with you!

We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

In the fast-paced world of Customer Success, the initial months of a CSM role can be both exhilarating and overwhelming. How does one strike the right balance between learning and demonstrating immediate impact? How can a new CSM ensure they're on the right path to long-term success?

In this episode, we're joined by two seasoned professionals: Bhumika Arora, a customer success career coach with a proven track record in various CS roles, and Lara Javalyn, who brings a rich tapestry of diverse experiences to her current role as a Senior Account Manager.

Together, they unpack:

• Strategies for the first 30, 60, and 90 days in a CSM role.
• Navigating the challenges of making an impact and continuous learning.
• Insights into common obstacles faced by new CSMs and advice on overcoming them.

Whether you're stepping into the customer success domain for the first time or are a seasoned professional looking for fresh insights, this episode offers a goldmine of advice to set you on a path of excellence. Dive in and discover the art of transitioning from a rookie to a pro in Customer Success.

Take a look at the resource below:

- Code for Success Coaching certification: BALAUNCH39, and this is for 60% Off.

- Take a look at Bhumika's coaching program and resources, Ruffday Coaching

- What is a RACI Chart?

- For CS free learning materials and certifications check the following academics, Udemy, Aspireship, Gainsight, Planhat, and Catalyst.io

- We recommend you to join, CS Connect a Customer Success Community.

Connect with Lara Javalyn on LinkedIn.

Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

In this episode of Customer Success Talks, host Byron Toruño explores how to effectively bridge the gap between customer success and product management with expert insights from Delian Visan, a seasoned professional with 15 years of experience in customer-facing roles. Sponsored by Flola, this conversation dives deep into the dynamic relationship between customer success and product management, offering actionable strategies for better alignment. Delia shares her personalized framework for constructively saying 'no' to customers, emphasizing the importance of contextual and transparent communication. You’ll learn how to: Align customer success and product management for seamless collaboration. Improve communication and prioritization to enhance workflows. Build stronger relationships between teams while navigating challenges. This episode is packed with practical advice for customer success managers and product managers alike, helping you bridge the gap and improve overall customer experience. 👉 Don’t miss these actionable insights to take your customer success and product management skills to the next level! Time Codes 00:00 Introduction to Customer Success Talks 01:45 Meet Delia Visan: Customer Success Expert 05:08 Transitioning to Product Management 06:20 The Role of Product Management 09:38 Bridging the Gap 14:42 Strategies for Team Alignment 25:29 Finding Fulfillment in Your Job 26:20 Balancing Customer Needs and Business Goals 34:35 The Art of Saying No to Customers 43:46 Lessons Learned from Mistakes 48:04 Conclusion and Final Thoughts Delia also introduces her practical "Saying No Framework," designed to maintain strong customer relationships while ensuring business scalability. You can find it by clicking on the link below: https://drive.google.com/drive/folders/1XiKuk6TlEv3b5VoQqmNoNHT13aOLz8Y7?usp=drive_link Tune in for actionable advice and real-life stories that will empower customer success managers and product teams alike. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! 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: Delia Visan - https://www.linkedin.com/in/delia-visan/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Check out "Do you Speck CS" = https://doyouspeakcustomersuccess.com/do-you-speak-cs/ 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, we dive into the topic of reducing churn through the power of cross-functional collaboration. We're joined by Lorenzo Serva, a ten-year veteran in the customer success field, who shares his valuable insights and strategies.

We discuss the challenges faced by customer success professionals in organizations where different departments influence various stages of the customer journey. Lorenzo, alongside our co-host Nav, guides us through understanding churn, the important metrics to track, and effective strategies to combat it in a multi-department environment.

This episode offers practical advice and insights into the power of teamwork in reducing churn. Join us as we continue to learn, grow, and improve the world of customer success together. Don't forget to follow our podcast for more real challenges and expert advice!

Connect with Lorenzo Serva⁠ on LinkedIn.

Your Hosts ⁠Bayron Toruño ⁠ & Nav Thomas are also open to chatting with you!

We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

Join us in this insightful episode as we explore personal branding for CSMs. We are privileged to have two extraordinary guests: Ty LaFramboise, a former Submarine Officer in the US Navy turned Customer Success Manager, known for his strategic approach to customer success, and Sally Stoewe, the co-founder of Customer Obsessing Consulting and a champion of customer-centric cultures. In today's episode, we discussed: - Articulating Value in Internal Meetings CSMs often face the challenge of showcasing their worth, especially during internal meetings. We explore practical strategies for CSMs to build a personal brand that highlights their unique contributions and helps them stand out. - Positioning as Trusted Advisors We delve into how CSMs can use personal branding to position themselves as trusted advisors to their customers. - Amplifying the Customer's Voice Discover how CSMs can use their personal brand to spread a customer-centric mindset throughout their organization, ensuring that the voice of the customer is heard and acted upon. - Hear Ty's success story in organizing bi-weekly meetings with the CEO, guided by Customer Obsession’s principles. -How introverted CSMs can leverage personal branding to their advantage, offering tips for all personality types to shine in their roles. Whether you're a new CSM or a seasoned professional, this episode is packed with actionable insights and strategies to help you build a powerful personal brand and significantly impact your role. You can find us on YouTube Connect with us on LinkedIn: Ty LaFramboise Sally Stoewe Bayron Toruno Navneeth Thomas

In this episode, we dive into the importance of customer journey mapping in building an effective customer success practice. We start by defining what a customer journey map is and why it's essential for a customer success team. Collaboration and alignment across departments are emphasized as key to creating a customer journey map that truly resonates with customers. Tarek shares insights on how to get started with customer journey mapping, stressing the need to view the process from the customer's perspective. We explore the practical steps involved in implementation and how to demonstrate the tangible value of customer journey mapping within your organization. The episode concludes with a discussion on measuring the effectiveness of your customer journey map and the importance of regular updates and optimizations. Key Takeaways: - Customer journey mapping is a holistic approach that aligns all commercial team activities to achieve business goals. - Collaboration and alignment between different departments are crucial when creating a customer journey map. - Understanding the customer's point of view and desired outcomes is essential for effective customer journey mapping. - The process involves breaking down each stage, setting key outcomes and objectives, and quantifying the impact. - Demonstrating the value of customer journey mapping is achieved through visualization, quantification, and sharing insights with other teams. - Measuring effectiveness can be done using metrics like activation rate, adoption rate, retention rate, and renewal rate. Join us in this episode to discover how customer journey mapping can transform your customer success practice and enhance the overall customer experience.

You can also find us on YouTube - https://youtu.be/G0T-BZRn1Ns

Resource: - Miror.com - The Journey Map presented by Tarek Slimani Connect with us on LinkedIn:⁠⁠⁠

Tarek Slimani ⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ ⁠Nav Thomas

Startups face unique challenges like limited resources, evolving processes, and the constant need to scale. But how can they build an effective customer onboarding strategy without burning out their teams? Our guest, Taskeen Iqbal, a researcher with a PhD in Customer Success and onboarding, shares insights from her academic studies and interviews with over 50 industry professionals. to uncover insights from her academic work and industry interviews.We explore:- The key struggles startups face in designing an effective onboarding process- The role of customer journey mapping in scalability- Practical strategies to measure and improve onboarding impact- How startups can leverage academia and research to build better CS strategiesWhether you’re building a customer success department from scratch or looking to refine your onboarding process, this episode is packed with actionable advice and fresh perspectives.🎧 Tune in and learn how to turn onboarding challenges into opportunities for growth!Connect with Us:Taskeen Iqbal - https://www.linkedin.com/in/taskeen-i-93a221204/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow-us on

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Resources: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=OA54EGAOExplore Our Podcast Website - https://cstalkspodcast.com/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/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYoutube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA#customeronboarding #customersuccessmanager #strategicadvisor #CSM #startups

Join us in this episode as we delve into the world of Customer Success with Irina Vatafu, a seasoned leader with 8 years of experience in customer-facing roles. Irina has not only led Customer Success initiatives but has also been on the front lines as both a leader of CSMs and a CSM herself.

In today's conversation, we will explore the concept of Change Management in Customer Success and its importance for CSMs in assisting their customers with managing change. Irina shares valuable insights into overcoming challenges such as building trust with internal teams and communicating the true value of change.

Discover actionable strategies for ensuring smooth transitions, gaining trust, and effectively conveying the benefits of change. Plus, learn how to spot common signs of resistance within a customer's internal team.

Tune in to empower your Customer Success strategies and master the art of Change Management with Irina Vatafu. Connect with Irina Vatafu on LinkedIn.

Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

We are now available on YouTube

In today's episode, we explore the evolving landscape of Impact Reviews (No more "QBRs").

Joining us is, Jenifer Peters and Kenn Kreutzer, who both bring a wealth of experience and fresh perspectives to this crucial topic.

We will focus on:

- Redefining QBRs as Impact Reviews: We kick off with a fundamental question: Why is Impact Reviews a more fitting term than QBRs in today's customer success narrative?

- Training for High-Impact Conversations: A key challenge in conducting successful Impact Reviews is having the right training. - Data Selection for Maximum Impact: One of the critical components of an Impact Review is presenting valuable data.

- Maintaining Customer Engagement: We further explore techniques and approaches that ensure clients remain engaged throughout the Impact Review.

Quick-Fire Questions:

- Which stakeholders should be involved in Impact Reviews?- Ideal frequency for Impact Reviews.

- How long does your impact review session last?

- Should we use this important meeting for upselling and cross-selling?

This episode is a must-listen for any customer success professional looking to enhance their approach to customer meetings and make them more impactful. Join us as we uncover the secrets to transforming QBRs into meaningful, data-driven Impact Reviews with Jenifer and Kenn. You can find us on Youtube Connect with us on LinkedIn: Jennifer Peters

Ken Kreutzer Bayron Toruno