Customer Success Talks
Episodes
How to scale Customer Success: Strategies for Growth
26 Nov 2025
Contributed by Lukas
In this episode, we had the pleasure to learn from Denny Burda, who explored what it really takes to scale Customer Success effectively. From driving ...
CSM Quick Lesson: Career Growth with Marija Skobe-Pille
19 Nov 2025
Contributed by Lukas
In today's CSM Quick Lesson with Marija Skobe-Pille you will discover unlock career potential! Explore how expanding your role, offering solutions, an...
How to Speak Memorably: Communication & Presentation Skills with Bill McGowan
12 Nov 2025
Contributed by Lukas
In this episode, I had the pleasure of recording with Bill McGowan—Emmy Award-winning journalist, bestselling author of Speak, Memorably: The Art of...
CSM Quick Lesson: Building Loyal Relationships with Ali Cudby
05 Nov 2025
Contributed by Lukas
In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies f...
Strategic Customer Success: How CSMs Win Trust & Influence Action | Chad Horenfeldt
29 Oct 2025
Contributed by Lukas
In this episode of Customer Success Talks, host Bayron Toruño sits down with Chad Horenfeldt, VP of Customer Success and author of The Strategic Cust...
CSM Quick Lesson: Boost Customer Onboarding Strategies with Donna Weber
22 Oct 2025
Contributed by Lukas
In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every t...
Thriving as a New Customer Success Manager in a Startup with Priscila Fletcher
15 Oct 2025
Contributed by Lukas
Starting a new role as a Customer Success Manager in a startup can feel exciting and overwhelming. In this episode, Priscilla Fletcher, Customer Succ...
CSM Quick Lesson: Upselling Tactics with Jan Young
08 Oct 2025
Contributed by Lukas
In today's CSM Quick Lesson with Jan Young, we explore the ideal timing, the right person, and the perfect product for expansion. Don't erode ...
Why Do NPS Surveys Make or Break Your Job? with Myriam Hirt
01 Oct 2025
Contributed by Lukas
In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building...
Customer Experience vs Customer Success: How to Design a Journey That Drives Loyalty |Vaishali Dialani
17 Sep 2025
Contributed by Lukas
What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measura...
The Invisible Game of Negotiation: How Psychology Wins Deals with Kai-Markus Mueller
03 Sep 2025
Contributed by Lukas
In this episode, we dive deep into the psychology of deal-making with neuroscientist and pricing expert Kai-Markus Mueller, co-author of The Invisible...
(Remastered) Unlocking the Power of Voice of the Customer VoC with Andrew Marks
01 Sep 2025
Contributed by Lukas
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...
Entrepreneurial Mindset in Customer Success with Marija Skobe-Pilley
20 Aug 2025
Contributed by Lukas
We welcome back Marija Skobe-Pilley, Customer Success leader, founder of Women in Customer Success, and creator of the Revenue CSM course. 🎯We dive...
Think Like a Revenue Manager: Boosting CS with Data & Strategic Thinking | Diego Fernandez
06 Aug 2025
Contributed by Lukas
What happens when a Customer Success Manager starts thinking like a Revenue Manager?In this powerful I had a great conversation with Diego Fernandez P...
The Future of AI in Customer Success: Lessons from Vitally's CEO with Jamie Davidson
23 Jul 2025
Contributed by Lukas
AI is reshaping Customer Success—but are we using it the right way?In this episode, I sit down with Jamie Davidson, CEO and co-founder of Vitally, t...
AI in Customer Success: What’s Working Right Now with Kelley Turner
09 Jul 2025
Contributed by Lukas
This time, we dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success, and how it's reshaping our daily w...
How to Discover What Success Really Means for Your Customers with Tamara Kempf & Ayman Azmy
25 Jun 2025
Contributed by Lukas
In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by t...
The Power of Desired Outcomes in Customer Success with Lincoln Murphy
11 Jun 2025
Contributed by Lukas
Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive in...
Unlocking Customer Decisions: Behavioral Economics with Melina Palmer
28 May 2025
Contributed by Lukas
Join us on this episode where we dive into the fascinating world of behavioral economics with expert Melina Palmer, an applied behavioral economist, a...
Ask Better, Sell Smarter: SPICED Framework with Andrea Rijna
14 May 2025
Contributed by Lukas
In this episode, we dive deep into the art of asking the right questions with special guest Andrea Rijna, trainer, coach, podcast host, and founder of...
Cultural Awareness: Building Stronger Relationships Globally with Laura Keitlinger
30 Apr 2025
Contributed by Lukas
In this episode of Customer Success Talks, Laura Keitlinger, a seasoned customer success leader, to dive into the importance of cultural awareness in ...
Getting the Most from CS Communities with Marija Skobe-Pilley, Ejieme Eromosele & Bhumika Arora
16 Apr 2025
Contributed by Lukas
In this second episode of our Customer Success Community Special, we shift the focus from building communities to how to truly engage and get value fr...
The Truth About Building Customer Success Communities with Parul Bhandari, Jan Young & Mohammed Alqaq
09 Apr 2025
Contributed by Lukas
Welcome to the first episode of our two-part series on Customer Success Communities! In this episode, we dive deep into what it really takes to build ...
The Value Equation: Research, Examples, & Questions with Shruti Sharma
26 Mar 2025
Contributed by Lukas
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 yea...
The Startup Challenge: How to Optimize Onboarding with Taskeen Iqbal
12 Mar 2025
Contributed by Lukas
Startups face unique challenges like limited resources, evolving processes, and the constant need to scale. But how can they build an effective custom...
Driving Business Growth as a Strategic Advisor with Anika Zubair
26 Feb 2025
Contributed by Lukas
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 ...
Communication Secrets Every Customer Success Manager Need With Alexander Grabner-Jarlung
15 Feb 2025
Contributed by Lukas
In this episode, we dive deep into communication strategies that every Customer Success Manager (CSM) needs to know with public speaking expert Alexan...
The Secrets to Reducing Churn with Greg Daines
28 Jan 2025
Contributed by Lukas
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 o...
Skills & Mindset for Customer Success Managers in 2025 with Thomas Voigt
15 Jan 2025
Contributed by Lukas
Get ready to kickstart 2025 with actionable insights tailored for Customer Success Managers! In this episode, Thomas Voigt, founder of the CS Academy,...
Essential Soft Skills for Growth in Customer Success | Nieves Canada
19 Dec 2024
Contributed by Lukas
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...
Bridging the Gap | Customer Success Meets Product Management | With Delia Visan
04 Dec 2024
Contributed by Lukas
In this episode of Customer Success Talks, host Byron Toruño explores how to effectively bridge the gap between customer success and product manageme...
Scaling Customer Success: Digital Strategies and Automation | Nick Morris
27 Nov 2024
Contributed by Lukas
In this episode of Customer Success Talks, Nick Morris, Director of Customer Success at Gainsight, explores the power of digital and scalable (SMB and...
How Customer Education Drives Retention and Success | Vicky Kennedy
20 Nov 2024
Contributed by Lukas
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 ...
The Power of Persuasion in Customer Success: Cialdini's 7 principles of influence | Dr. Chris Phelps
07 Nov 2024
Contributed by Lukas
In this episode of Customer Success Talks, we dive into the powerful world of persuasion with expert Dr. Christopher Phelps. With years of experience ...
The Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps
07 Nov 2024
Contributed by Lukas
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...
From Cost Center to Profit Center: Showcasing Customer Success Impact | Steven Cronin
23 Oct 2024
Contributed by Lukas
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 kic...
The Power of Visual Communication | Jay Sanchez
09 Oct 2024
Contributed by Lukas
In this episode, we dive deep into how CSMs can leverage visual resources to enhance customer understanding, drive engagement, and streamline communic...
A Conversation with Jay Sanchez on Autism & Customer Success
09 Oct 2024
Contributed by Lukas
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 y...
Getting Customers the Results They Came For | Rachel Provan
25 Sep 2024
Contributed by Lukas
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, R...
Customer Success as an Introvert: Building Rapport and Handling Calls | Prashad "Prash" Jothi
11 Sep 2024
Contributed by Lukas
Today I'm having an interesting conversation with Prashad "Prash" Jothi, host of the "It All Depends" podcast, a seasoned cust...
Proactive Approaches Towards Renewals | Ramses Bossuyt
28 Aug 2024
Contributed by Lukas
In today's episode "Strategies to Secure Renewals", we dive into the art of renewals with special guest Ramses Bossuyt. With over 15 yea...
Let's Make Our Customers Feel Seen, Heard, & Valued | Ali Cudby
13 Aug 2024
Contributed by Lukas
Ali Cudby, the founder of AlignMINT Growth Strategies and author of the best-selling book "Keep Your Customers," shares invaluable insights ...
Dealing with senior stakeholders during Onboarding | Donna Weber
29 Jul 2024
Contributed by Lukas
Welcome to another episode of Customer Success Talks: Real Challenges, Experts Advice. I had the pleasure to have an insightful conversation with the ...
Customer Adoption Strategies | Dillon Young
16 Jul 2024
Contributed by Lukas
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, h...
Operationalizing Customer Success | Rob Zambito
02 Jul 2024
Contributed by Lukas
Welcome to another episode of "Customer Success Talks: Real Challenges, Expert Advice." Today, we're diving deep into the world of custo...
Transition to Customer Success: Core Responsibilities and skills | Erica Scully & Jean-Pierre Frost
28 May 2024
Contributed by Lukas
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...
Beyond Business: Mastering the Art of Personal Relationships in CS | Dannah Vaughan & Hassan Akram
14 May 2024
Contributed by Lukas
Dive deep into the dynamics of building meaningful personal relationships in CS with our two amazing guests, Dannah Vaughan, with her extensive experi...
Mastering Storytelling in Customer Success | Christine Naidu
18 Apr 2024
Contributed by Lukas
Join us as we delve into the art of storytelling in Customer Success Management with Christine Naidu to discover how to create memorable, effective st...
Navigating Interview Challenges: Authenticity, Problem-Solving, and Cultural Fit | Barry Klein
02 Apr 2024
Contributed by Lukas
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 ...
Mastering Your Journey: Key Strategies for Career Ownership | Marija Skobe-Pilley
19 Mar 2024
Contributed by Lukas
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...
Part 2- Cracking the Code Navigating the CS Hiring Market | Jean-Marie Schiraldi & Luke Bartram
05 Mar 2024
Contributed by Lukas
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...
Part 1 - Cracking the Code: Navigating the CS Hiring Market | Jean-Marie Schiraldi & Luke Bartram
20 Feb 2024
Contributed by Lukas
In "Part 1 - Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke dissect the complexities of the Customer Success hirin...
Patience and Progress The Pillars of Customer Success Careers | Noah Little & Katrina Kugelmeier
05 Feb 2024
Contributed by Lukas
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 interv...
How to build a customer success practice through customer journey mapping | Tarek Slimani
23 Jan 2024
Contributed by Lukas
In this episode, we dive into the importance of customer journey mapping in building an effective customer success practice. We start by defining wha...
The evolution of a CSM: From Old Mindset to New Mindset | Markus Rentsch
16 Jan 2024
Contributed by Lukas
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 discusse...
Unlocking the Power of Voice of the Customer (VoC) | Andrew Marks
09 Jan 2024
Contributed by Lukas
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...
The Art of Upselling and Cross-Selling in Customer Success | Jan Young
02 Jan 2024
Contributed by Lukas
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'...
Strategies for Effective Customer Success Plans | Aisha Bajwa & Ayman Azmy
11 Dec 2023
Contributed by Lukas
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 o...
ChatGPT Content Secrets: Can AI Really Know Your Audience? with Mickey Powell
11 Dec 2023
Contributed by Lukas
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...
Unlocking the Power of Proactive Customer Success | Akshat Mathur
05 Dec 2023
Contributed by Lukas
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...
Speak Up, Stand Out: Personal Branding Strategies for Customer Success Managers | Sally Stoewe & Ty LaFramboise
01 Dec 2023
Contributed by Lukas
Join us in this insightful episode as we explore personal branding for CSMs. We are privileged to have two extraordinary guests: Ty LaFramboise, a for...
In-person events: How to overcome common challenges (Watch it on YouTube for a better experience)
30 Nov 2023
Contributed by Lukas
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....
Making Impact Reviews the new QBRs | Jennifer Peters & Ken Kreutzer
20 Nov 2023
Contributed by Lukas
In today's episode, we explore the evolving landscape of Impact Reviews (No more "QBRs"). Joining us is, Jenifer Peters and Kenn Kreutz...
How to Impress the C-Suite: Unlock Their Secrets! With James Lawson
13 Nov 2023
Contributed by Lukas
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 aw...
Unlock Real Change: How to Turn Awareness into Action with Irina Vatafu
23 Oct 2023
Contributed by Lukas
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-fac...
Overcoming Common Challenges in the Customer Success Job Market | Carly Agar & Katrina Kugelmeier
04 Oct 2023
Contributed by Lukas
🎙️ Explore Your CS Career 🚀 In this episode of Customer Success Talks, we're delving into the fascinating world of Customer Success career...
Exploring Digital Customer Success | Alex Turkovic
11 Sep 2023
Contributed by Lukas
In this episode, we delve into the world of "Exploring Digital Customer Success" with our special guest, Alex Turkovic, known for his YouTub...
From Rookie to Pro: Making the Most of Your First 3 Months as a CSM | Bhumika Arora & Lara Javalyn
29 Aug 2023
Contributed by Lukas
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...
The Success Mindset: Building a Customer Success Culture | Ed Powers
14 Aug 2023
Contributed by Lukas
In this episode, we journey into the heart of creating and cultivating a robust Customer Success (CS) culture. We explore the difference between a cus...
Emotional Intelligence in Customer Success | Janelle Friday & Daryl Huang
31 Jul 2023
Contributed by Lukas
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 Evolution of a CSM: Becoming a Leader in Customer Success | Sydney Strader & Ben Johns
03 Jul 2023
Contributed by Lukas
In this episode of "Customer Success Talks," we have two amazing guests, Sydney, the current VP of Customer Success, and Ben, a recent trans...
The Rewards of Success: How Compensation Drives CSM Performance | Joe Krause
19 Jun 2023
Contributed by Lukas
We delve into the powerful connection between compensation and Customer Success Manager (CSM) performance. With the role of CSM becoming increasingly ...
Setting Impactful OKRs: Redefining Success | Aaron Lapierre & Theeba Chuciyanthan
04 Jun 2023
Contributed by Lukas
In this insightful episode of Customer Success Talks: Real Challenges, Experts Advice, we dive into the world of OKRs. Our expert guests, Aaron Lapier...
Reducing churn: The Power of cross-functional collaboration | Lorenzo Serva
10 May 2023
Contributed by Lukas
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-ye...