CSM Practice - The Customer Success Podcast
Episodes
Inside HPE’s Secret Weapon for Customer Success: Executive Interviews Explained!
02 Jun 2025
Contributed by Lukas
Send a textWhat if your customer success strategy could directly boost revenue by 30%? In this episode, Irit Eizips sits down with Susana Esteban, Gl...
How To Personalize The Onboarding Experience For Different Customer Segments
16 May 2025
Contributed by Lukas
Send a textStruggling with customer onboarding? See how one company transformed its approach and achieved record-breaking success.In this interview on...
How Emerson Increased Renewals with a ScaledCS engagement
02 May 2025
Contributed by Lukas
Send a textIs digital customer success only for small clients? Think again!Irit Eizips sits down with Tiffany Morin, Director of Customer Success and ...
Data-Driven Strategies That Turn Chaos into Wins
25 Apr 2025
Contributed by Lukas
Send a textCan data-driven strategies really transform customer success?In this interview of CSM Practice, Jen Jackson, a customer success leader with...
Scalable Adoption Strategies to BOOST Customer Success in 2025
18 Apr 2025
Contributed by Lukas
Send a textAre you struggling to get users to adopt your product’s features and drive real engagement?In this interview of CSM Practice, David Kahn ...
Building a Customer Success Team from Scratch!
11 Apr 2025
Contributed by Lukas
Send a textCan you build a customer success team from scratch in just 12 months?In this interview of the CSM Practice Podcast, Irit Eizips and Mariana...
Why Giving Renewals to CSMs Works (and How It Can for You Too)
04 Apr 2025
Contributed by Lukas
Send a textWhat if your csm team could achieve 100% renewal accuracy and eliminate surprise churn? Sounds impossible, right?Irit Eizips is joined by E...
From Metrics to Meaning: How Data Stories Save Accounts
28 Mar 2025
Contributed by Lukas
Send a textAre your traditional usage metrics failing to prove your product’s value? Creating data stories could save your accounts!In this intervie...
Lessons from a Customer Success Professional for Higher CSAT
21 Mar 2025
Contributed by Lukas
Send a textWhat’s the secret to a 33% CSAT boost?Irit Eizips sits down with Daniel Oberes, Head of Operations at Snappr, to uncover how he redefined...
Building Success Plans Your Customers Can’t Live Without
14 Mar 2025
Contributed by Lukas
Send a textWhat makes a success plan truly impactful? Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans t...
Handwritten Notes: A Simple Way to Make Customers Feel Valued
07 Mar 2025
Contributed by Lukas
Send a textWhat if a simple handwritten note could turn a frustrated customer into a lifelong advocate? In this interview, David Wachs, the founder o...
From Cost Center to Profit Center - Transforming CS Teams
28 Feb 2025
Contributed by Lukas
Send a textIs your Customer Success team leaving money on the table?Meet Marija Skobe-Pilley, an award-winning Customer Success expert, podcast host o...
Scaling Success: SAP's 7 Dimensions of Customer Success Framework
21 Feb 2025
Contributed by Lukas
Send a textCan a single framework transform both customer satisfaction and organizational culture? In this exclusive interview with David Kahn, VP of...
Why you should use AI to explain customer HealthScores
14 Feb 2025
Contributed by Lukas
Send a textCan AI transform every phase of the customer journey? Sampoorna Dasgupta from IBM’s Chief Analytics Office, who reveals how AI and genera...
Digital Customer Success - A New Era of Engagement
07 Feb 2025
Contributed by Lukas
Send a textHow can you scale customer success without sacrificing quality?Marie Lunney, a seasoned expert in digital customer success, to explore the ...
How to Prove Value to Customers
31 Jan 2025
Contributed by Lukas
Send a textIs your saas onboarding strategy leaving customer value on the table?Saood Shah reveals how value audits can transform your customer succes...
The Role of Portfolio Customer Success Managers
24 Jan 2025
Contributed by Lukas
Send a textHow do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role!Vitor Meira and Iri...
Cutting Churn with QBRs and Renewals: A Small Team’s Big Win
17 Jan 2025
Contributed by Lukas
Send a textMary discusses how her small but mighty team of 4 CSMs leveraged QBRs (Quarterly Business Reviews) and automated renewals to significantly ...
AI Is Changing Customer Success Forever
10 Jan 2025
Contributed by Lukas
Send a textIs traditional customer feedback collection dead? Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer ...
Uplevel Your QBRs to Double Your Upsell Revenue
03 Jan 2025
Contributed by Lukas
Send a textAre you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales? In this interview, Stij...
Transform Customer Onboarding with These Practical Steps
27 Dec 2024
Contributed by Lukas
Send a textDo your customers keep getting stuck in onboarding purgatory?After this session with Kristi Faltorusso, you will learn the key steps that w...
Implementing the “Experts Success” Strategy - Upsells & Retention
20 Dec 2024
Contributed by Lukas
Send a textHow can companies support and grow their small customers (SMBs) with limited resources?Discover how Maple’s innovative platform helps com...
Data-Driven Initiatives to Lowering Churn
13 Dec 2024
Contributed by Lukas
Send a textIs it possible to save every account?While it's important to do everything possible to prevent churn, Customer Success teams need to b...
Achieving a Net Positive Score with Google Forms
06 Dec 2024
Contributed by Lukas
Send a textDid you know that you can boost your net retention rate using just a Google Form?In this episode of the CSM Practice Podcast, Irit Eizips s...
Secrets to Smooth Renewals and Driving Upsell Opportunities
29 Nov 2024
Contributed by Lukas
Send a text"Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable gr...
Why Every CEO Needs to Understand Customer Success!
22 Nov 2024
Contributed by Lukas
Send a textIn this episode of the CSM Practice podcast, Irit Eizips sits down with Mark Abbott, CEO of ninety.io, to explore the critical elements of ...
Optimizing Cross-Functional Customer Success Processes
15 Nov 2024
Contributed by Lukas
Send a textBeth Fulton shows us how to optimize CS processes through cross-functional collaboration LIKE A BOSS! Learn the insider tips and tricks tha...
Renewal Automation Leads to 15-Point Improvement in Retention Rate
08 Nov 2024
Contributed by Lukas
Send a textCan renewal automation transform your customer success strategy and drive significant revenue growth? The answer is YES! In this insightful...
Future of Customer Success: CEO Perspective on Metrics and Investments
01 Nov 2024
Contributed by Lukas
Send a textDo you know what the future holds for customer success? In this episode of the CSM Practice Podcast, we find out the predictions for this c...
Boosting CSM Efficiency Through Centralized Data Management
25 Oct 2024
Contributed by Lukas
Send a textCentralizing customer data drastically improves CSM efficiency and trust in data. Matt Kaplon, Director of Customer Success at Indeed, shar...
Increase Renewal Probability by 30% with Customer Health Scores!
18 Oct 2024
Contributed by Lukas
Send a textHow can improving customer health scores increase renewal probability by 30%? This is crucial for business executives as it directly impact...
Reduce Churn by 15% with This Simple Approach!
11 Oct 2024
Contributed by Lukas
Send a textDillon Young, founder and CEO of Lifetime Value Media, shares his secrets on how he turned around a company's retention rate from 83% ...
Transforming Careers From Zero Experience to Successful CSM
04 Oct 2024
Contributed by Lukas
Send a textUnlock the secrets to successful career transitions into Customer Success! In this episode of the CSM Practice podcast, we explore how indi...
Tips and Tricks for Reducing Customer Churn
27 Sep 2024
Contributed by Lukas
Send a textEver wondered how top companies tackle churn?Discover how Varda Tirosh, Chief Customer Officer at Optimove, implemented a unique churn mana...
IMPROVE Customer Surveys and INCREASE Survey Response Rates
20 Sep 2024
Contributed by Lukas
Send a textIn this interview, Dannah Vaughan, Director of Customer Success at Apty, shares with us her strategies in increasing survey response rates....
How Alex Turkovic Built a Digital Customer Success Team
13 Sep 2024
Contributed by Lukas
Send a textHow can businesses build and optimize customer success practices in the digital age? Alex Turkovic, Director of Global Customer Success at ...
Scaling CS: Boost Your Net Retention Rate from 100% to 120%
06 Sep 2024
Contributed by Lukas
Send a textHow can you increase your net retention rate by 20%? Discover insights from Johan Nilsson, CEO of a leading customer success platform. Expl...
How to Become a Value-Driven CSM
31 Aug 2024
Contributed by Lukas
Send a textDiscover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, a...
Why You Need to Implement a Customer Champion Program!!
23 Aug 2024
Contributed by Lukas
Send a textHave you implemented a Customer Champion program yet? Andrea Galvez, VP of Client Success at Lionize, shares her expert insights on driving...
Achieving 120% NRR with the OGSMT Framework
16 Aug 2024
Contributed by Lukas
Send a textRachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about ...
Elevating Net Retention Rate with Capability Adoption Scores
09 Aug 2024
Contributed by Lukas
Send a textHow can telemetry data and capability adoption scores drive higher net retention?Join Irit Eizips in an engaging conversation with Akash Si...
Strategic Insights into the CSM Pooled Model
02 Aug 2024
Contributed by Lukas
Send a textHow can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize ...
TAM vs CSM: Navigating Customer Success Roles
26 Jul 2024
Contributed by Lukas
Send a textExplore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we n...
Should we merge CS and Support roles?
19 Jul 2024
Contributed by Lukas
Send a textDive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fu...
Why the KORE Score Framework will Retire the Net Promoter Score
12 Jul 2024
Contributed by Lukas
Send a textAre we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, ...
Monetizing Customer Success - A Masterclass in CS Revenue Generation
05 Jul 2024
Contributed by Lukas
Send a textSanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she ...
Take Your CS Operations Team to the Next Level
28 Jun 2024
Contributed by Lukas
Send a textWhat is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable ...
If You Don't Have a Customer Advisory Board Yet...Listen to this!
21 Jun 2024
Contributed by Lukas
Send a textHow can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Ei...
Career Change - From Tech Support to CS
14 Jun 2024
Contributed by Lukas
Send a textAre you contemplating a leap into a customer success role or pondering a career shift within the tech landscape?This episode is tailor-made...
What You Don't Know About Customer Success Career Paths - Deltek Does!
07 Jun 2024
Contributed by Lukas
Send a textDive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Directo...
Gen AI in Action: Boosting Customer Support and Success Strategies
31 May 2024
Contributed by Lukas
Send a textDiscover the transformative power of AI tools in customer support with industry experts Irit Eizips and Boaz Arbel. Gain insights into how ...
How Do I Deal With Challenging Customers as a CSM?
20 May 2024
Contributed by Lukas
Send a textHow can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq...
Hyper Growth Strategies: Supercharging Customer Success Teams
17 May 2024
Contributed by Lukas
Send a textJoin Irit Eizips in this enlightening episode of the CSM Practice Podcast as she delves into effective customer success methodologies with ...
Revolutionize Your Customer Success with Generative AI
10 May 2024
Contributed by Lukas
Send a textDive into the world of innovative Customer Success strategies with Samuel Cummings III, founder of Dataplant, as he shares groundbreaking i...
The Ultimate Guide to Scaling Customer Success for Maximum Results
03 May 2024
Contributed by Lukas
Send a textJoin Irit Eizips in an insightful conversation with Christine Boermeester, Senior Director of Customer Success at Deltek. This episode delv...
Driving Innovation in Customer Success with the 70-20-10 Methodology
25 Apr 2024
Contributed by Lukas
Send a textWhat is the 70-20-10 framework and how can business executives leverage it for organizational growth and optimization? Tomer Laks, CEO &...
Why You Need NPS Surveys!
19 Apr 2024
Contributed by Lukas
Send a textJoin Irit Eizips, CCO and CEO of CSM Practice, for a session with Himanshu Garg, an expert in customer success. This podcast episode focuse...
Increase NPS Score BY 125% - Digital Engagement Secrets You Must Know
12 Apr 2024
Contributed by Lukas
Send a textDaniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital ...
Churn Prediction - The Consumption Based Model
05 Apr 2024
Contributed by Lukas
Send a textIrit Eizips and Avner Baruch, the brain behind Project Moneyball, focus on churn prediction in consumption-based models. Unpack the challen...
How Data Insights Can Transform Customer Success to Perfection
29 Mar 2024
Contributed by Lukas
Send a textDive into cutting-edge strategies for capturing and analyzing customer data that goes beyond mere collection. Join Irit Eizips with Irina C...
The vital role of CS Operations in proactive company transformation
22 Mar 2024
Contributed by Lukas
Send a textBuilding a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’...
The Ultimate Guide to Mitigate Customer Churn
15 Mar 2024
Contributed by Lukas
Send a textWelcome to this engaging podcast episode hosted by Irit Eizips, featuring our special guest Adi Aloni, Senior Vice President of Customer Su...
The Surprising Productivity Tips Every CSM Needs to Know
08 Mar 2024
Contributed by Lukas
Send a textStep into the world of Customer Success Management with our CSM Practice Podcast episode: "The Surprising Productivity Tips Every CSM ...
The Ultimate Renewal Team Management Guide
01 Mar 2024
Contributed by Lukas
Send a textWelcome to this engaging episode hosted by Irit Eizips! In this installment, we're joined by a special guest, Mark Mortimer. Together...
Mastering Difficult Conversations: Secrets to Handling Tough Customers
23 Feb 2024
Contributed by Lukas
Send a textAs we know, being a customer success manager isn't always a smooth ride – challenges arise, especially when dealing with difficult c...
Unlocking Customer Success: Strategies for Industry-based Organizations
16 Feb 2024
Contributed by Lukas
Send a textIn this enlightening podcast episode hosted by Irit Eizips, we are privileged to have Himanshu Garg, Director of Business Engineering &...
Boost Customer Engagement with this 8-step process!
09 Feb 2024
Contributed by Lukas
Send a textUnlock the secrets to business growth and customer retention in this enlightening podcast featuring Mohammed Alqaq, Customer Success Manage...
The Ultimate Guide: Customer Success vs Customer Support
02 Feb 2024
Contributed by Lukas
Send a textCustomer support and customer success play crucial roles in any business. However, when these teams operate independently, it can lead to i...
Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction
26 Jan 2024
Contributed by Lukas
Send a textIn this episode, Irit Eizips engages in a dynamic conversation with Peleg Samson, VP Customer Success at Guidde, on a mission-critical topi...
Strategies for Choosing the Right Customer Success Metrics
19 Jan 2024
Contributed by Lukas
Send a textIn this insightful podcast episode, join host Irit Eizips and guest Sue Nabeth Moore, Co-Founder of Success Chain, as they delve into the c...
Streamlining and Scaling Customer Success with Customer Hubs
12 Jan 2024
Contributed by Lukas
Send a textDive into the world of Customer Success with Irit Eizips in this insightful podcast episode, featuring Shachar Avrahami, VP Product & S...
Service Offer Creation and Go-To-Market Strategies for Success
05 Jan 2024
Contributed by Lukas
Send a textJoin our esteemed host, Irit Eizips, along with guest Rachel Montgomery, a Customer Experience Strategist, as they explore the art of craft...
Proving the Value of Customer Success: An ROI Approach
29 Dec 2023
Contributed by Lukas
Send a textJoin Irit Eizips and Rebecca Nerad, VP of Customer Success at FourKites, in our podcast as they explore the real value of Customer Success....
How to increase product adoption!
22 Dec 2023
Contributed by Lukas
Send a textJoin Irit Eizips, your go-to customer success strategist, in an exhilarating conversation with Phil Hobden, a trailblazer in the realm of c...
The Dos and Don'ts of Getting Customer Feedback
15 Dec 2023
Contributed by Lukas
Send a textExplore the intricacies of customer feedback in this insightful podcast episode, where Irit Eizips engages with Steve Bernstein, a customer...
From Good to Great: Elevating Your CSM Customer Conversations with AI
08 Dec 2023
Contributed by Lukas
Send a textJoin Irit Eizips in a captivating conversation with Amanda Schmidt, Senior Vice President of Customer Success at PandaDoc. Discover the imp...
How to Deliver an Executive Business Review!
01 Dec 2023
Contributed by Lukas
Send a textJoin Irit Eizips, a renowned Customer Success expert, as she welcomes Meenal Shukla, Director of Customer Success at Gainsight, to her podc...
How to Scale Customer Services After a MERGER and ACQUISITION
24 Nov 2023
Contributed by Lukas
Send a textExplore the art of navigating mergers and acquisitions (M&A) with Irit Eizips, a renowned Customer Success strategist, as she interview...
Unlocking the Secrets of Partner Success KPIs
18 Nov 2023
Contributed by Lukas
Send a textJoin Irit Eizips in an insightful conversation on Partner Success with Scott Frew, CEO/Founder of iasset.com and a recognized expert in cha...
Creating a Global-wide Partner Success Program
15 Nov 2023
Contributed by Lukas
Send a textExplore the power of Partner Success programs with Andrew Carothers from Cisco Systems in our captivating podcast episode. Unearth how Cisc...
How to establish a Partner Success Program
10 Nov 2023
Contributed by Lukas
Send a textThere is little content out there on Partner Success. Perhaps because there are so few customer success teams who have already established ...
When your Company moves From On Premise to SaaS – The Customer Success Playbook
03 Nov 2023
Contributed by Lukas
Send a textIn this enlightening discussion, Irit Eizips engages in a conversation with Franziska Fleischer, a visionary leader who spearheaded the tra...
How to elevate your customer relationship strategy!
27 Oct 2023
Contributed by Lukas
Send a textWhile we often prioritize products and services, the true key to customer success lies in establishing trust through meaningful customer re...
Forming an Award Winning 🏆 Customer Success team!
20 Oct 2023
Contributed by Lukas
Send a textWould you like to know what it took to build an award-winning team from scratch? In this interview, Claire O’regan, Director of Customer ...
Setting up a CSM team for International Regions
07 Oct 2023
Contributed by Lukas
Send a textIn this episode, we delve into the artistry of Customer Management, a skill that cannot be learned in any university but is acquired throug...
Winning The Customer Success Manager of the Year 🏆
29 Sep 2023
Contributed by Lukas
Send a textIn this podcast episode, we explore the world of Customer Success Management with Gurprem Sagoo, who was honored as the Customer Success Ma...
From a Rookie CSM to an Award Winning CSM Director in less than 18 months!
16 Sep 2023
Contributed by Lukas
Send a textJoin Melisaan Foster, the winner of the Customer Success Rising Star category in the 2022 EMEA CS Excellence Awards, as she sits down with ...
The Difference Between QBR and EBR
01 Sep 2023
Contributed by Lukas
Send a textWelcome to our podcast episode where we delve into the world of Executive Business Review (EBR) and Quarterly Business Review (QBR), sheddi...
How to address UNETHICAL behavior in Customer Success
18 Aug 2023
Contributed by Lukas
Send a textJoin us in this enlightening podcast episode as Stephen Fulkerson, Vice President of Customer Success Research at TSIA, engages in a though...
Making Your Product Roadmap Customer Centric
11 Aug 2023
Contributed by Lukas
Send a textIn this episode, we engage in a thought-provoking conversation with Alex Farmer, Founder of Customer Success Excellence - The Customer Succ...
What Innovative Use of Technology landed Yair the CS Excellence Award in 2022
04 Aug 2023
Contributed by Lukas
Send a textDiscover valuable insights and strategies to enhance your Customer Success journey in this power-packed podcast episode! If you're a C...
What it takes to become a Rising Star CSM finalist
28 Jul 2023
Contributed by Lukas
Send a textJoin us for an insightful podcast episode featuring Guy Rahamim, the remarkable runner-up in the Rising Star CSM category at the prestigiou...
The Rise and Evolution of CS Operations
21 Jul 2023
Contributed by Lukas
Send a textJoin me in this captivating podcast episode where I sit down with Avner Baruch, Director of SMB Sales Operations and Enablement at Rapyd, t...
Defining an Effective Success Plan Strategy for CSMs
14 Jul 2023
Contributed by Lukas
Send a textIn this episode, we explore the vital role of success plans for customer success managers in meeting customer needs efficiently. Join me w...
How To Drive Higher User Adoption Levels With Success Plans
07 Jul 2023
Contributed by Lukas
Send a textIn this episode, we delve into the fascinating world of user adoption with our special guest, Jason Whitehead, Co-Founder at Success Chain....
This is how you should be ONBOARDING a NEW CSM (Customer Success Manager)!
30 Jun 2023
Contributed by Lukas
Send a textIn this insightful podcast episode, we dive into the world of customer success with our special guest, Sharon Zanandrais, the Manager of Cu...
Customer Success in SDK Software Companies
16 Jun 2023
Contributed by Lukas
Send a textIn this podcast episode, join Binah's Director of Customer Success, Nir Cohen, as he dives into the world of customer success in SDK c...
Surprising Facts about Working With Companies in Latin America
03 Jun 2023
Contributed by Lukas
Send a textJoin us as we explore the expanding Latin American market and learn about the opportunities it presents for software companies to scale up ...
Scaling CS operations with process improvement 📈
26 May 2023
Contributed by Lukas
Send a textDiscover the secrets to enhancing customer experience and driving success in customer-oriented companies through the power of process impro...
What is Customer Success like in Brazil
19 May 2023
Contributed by Lukas
Send a textExperience the dynamic world of Customer Success in Brazil as we delve into the insights of renowned industry expert Hiram Damin, recognize...