The Customer UnSuccess Podcast
Episodes
Stop People-Pleasing, Start Outcome-Pleasing w/ Jess Szivos VP of Customer Success at Invisory
23 Mar 2026
Contributed by Lukas
We unpack why generic 30-60-90 plans fall flat and how to turn them into customer coauthored blueprints tied to KPIs. Jess shares therapist-grade disc...
Chaos Threshold: Startup CS Vs Enterprise w/ Maranda Dziekonski Chief Customer Officer at Fexa
09 Mar 2026
Contributed by Lukas
We compare enterprise customer success with early-stage startup CS and get honest about chaos tolerance, ambiguity, politics, and fit. Maranda shares ...
From Surprise Non-Renewal To Sales-CS Alignment w/ Guy Galon Chief CS & Revenue Leader at Obrela
23 Feb 2026
Contributed by Lukas
We unpack a “sure thing” renewal that fell apart, the hidden decision makers who swung the outcome, and why quiet QBRs signal danger. We also brea...
The True Cost Of A Bad-Fit Customer And How To Walk Away w/ Shari Srebnick
09 Feb 2026
Contributed by Lukas
We trace a marquee deal that imploded at handoff, then rebuild the path from close to value with practical fixes for alignment, multithreading, and fi...
Saying Yes Too Much Hurts Results w/ Lindsey LeFaivre VP of Customer Success at AchieveIt
26 Jan 2026
Contributed by Lukas
We unpack how saying yes too fast derails outcomes and how visible boundaries make better teams. Lindsey LeFaivre shares hard-won lessons from a 1,500...
How We Turn Angry Clients Into Loyal Advocates w/ Rob Zambito CEO of Success Scaled Consulting
12 Jan 2026
Contributed by Lukas
We trade war stories from diner counters and real estate closings to show how psychology, better playbooks, and value-add concessions defuse escalatio...
Digital CS, Done The Hard Way w/ Madelyn DePrey Global VP of Customer Success @ Aircall
20 Oct 2025
Contributed by Lukas
We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. ...
From Fake Leads to Firm Ethics: Rebuilding Trust w/ Jerry Van Vort VP of CS @WUWTA
06 Oct 2025
Contributed by Lukas
We trace how a CS leader uncovered a flood of fake leads, rebuilt guardrails under investor pressure, and chose ethics over easy money—then connect ...
Leading Without a Playbook w/ Stephanie Blair
29 Sep 2025
Contributed by Lukas
Stephanie Blair, founder and CEO of Know and Flourish, shares profound insights from her experience leading sales and customer success teams across th...
The Silent Competitor: How One Client Deployed a Rival Solution Under the Radar w/ Kristi Faltorusso
22 Sep 2025
Contributed by Lukas
The competitive landscape in SaaS is ruthless, with rivals actively targeting your existing customers who already have budget allocated and pain point...
From Farmhouse Tables to Digital Community: An Entrepreneur's Journey w/ Brad Davis of Success Panda
15 Sep 2025
Contributed by Lukas
Brad Davis shares how your professional network directly correlates with career success in customer success, emphasizing that careers are team sports ...
Rescue Stories: The Hidden Dangers of CS Heroics w/ Greg Daines CEO @ ChurnRX
08 Sep 2025
Contributed by Lukas
Greg Daines, CEO of ChurnRx, exposes why heroic customer rescues are actually disaster stories and how focusing on customer satisfaction is often coun...
Scaling Office Hours: The Art of Failing Fast w/ Kat Breeggemann Founder of Katalyst CX
01 Sep 2025
Contributed by Lukas
Kat Brigham shares how SalesLoft's daily office hours program evolved from themed sessions to open forums, revealing that customers prefer flexib...
Navigating C-Suite Personalities: A CSM's Survival Guide w/ Tiffany Parkes from User Interviews
25 Aug 2025
Contributed by Lukas
Tiffany Parks shares her soul-crushing experience of having her carefully prepared loyalty program presentation dismissed as "boilerplate" b...
Beyond the Money Ask: Building Customer Engagement for Successful Renewals w/ Marie Lunney
18 Aug 2025
Contributed by Lukas
Marie Lunney shares insights from her experience building digital customer success programs, highlighting the pitfalls of focusing only on renewals ra...
The Helicopter CCO: Breaking Silos & Building Trust w/ Anthony DeShazor
12 Aug 2025
Contributed by Lukas
Anthony DeShazer shares how his protective approach to customer management earned him the reputation as "The VP of No" and how he transforme...
The Trust Tightrope: Rebuilding Customer Confidence After a Misstep w/ Kevin Metzger
04 Aug 2025
Contributed by Lukas
Communication in customer success hinges not on what you say, but what your customer hears, as Kevin Metzger discovered when a casual comment about co...
Intensity and Professionalism: The Keys to Implementation Success w/ Sri Ganesan
28 Jul 2025
Contributed by Lukas
Sri Ganesan shares how bringing intensity and professionalism to implementation projects can dramatically improve customer partnerships and outcomes. ...
When Your Data Structure Derails Digital Customer Success w/ Aaron Hatton
21 Jul 2025
Contributed by Lukas
Aaron Hatton, digital CS program builder at PV Case, shares how parent-child account relationships in data infrastructure nearly derailed a customer s...
Your Go-To-Market Teams Are Speaking Different Languages w/ Camela Thompson
14 Jul 2025
Contributed by Lukas
Camela Thompson, Head of Marketing at RevOps Co-op and co-host of the RevOps AF podcast, shares how a major analytics implementation nearly collapsed ...
Building Customer Experience that Drives Business Value w/ Andrew Carothers from Cisco
07 Jul 2025
Contributed by Lukas
Data access is the fuel for customer experience initiatives and was a three-year battle at Cisco, requiring persistent effort to overcome departmental...
Shiny Objects Don't Solve Problems: A Honest Look at CS Technology w/ Sally Stoewe
30 Jun 2025
Contributed by Lukas
Sally from Customer Obsessing Consulting shares insights on why CS technology implementations fail despite good intentions and how teams can better pr...
Happy Isn't Enough: Why Satisfied Customers Still Churn w/ Alex Glick from Outreach.io
16 Jun 2025
Contributed by Lukas
Customer satisfaction doesn't guarantee retention, and challenging conversations are often essential for genuine success. Strategic CSM from Outr...
Hidden Pitfalls of CS Platform Implementations w/ Marley Wagner, EverHealth
09 Jun 2025
Contributed by Lukas
Marlee Wagner, Head of Customer Success Programs & Strategy at EverHealth, shares a cautionary tale about a failed CS platform implementation due ...
Saving the $2.2 Million Deal w/ De'Edra Williams from DeepHow
02 Jun 2025
Contributed by Lukas
De' Edra Williams, Chief Customer Officer of DeepHow, shares how her team turned a potential $2.2 million customer churn into a full renewal with...
Beyond Relationships: What Really Prevents Churn w/ Justin Chappell
26 May 2025
Contributed by Lukas
Customer success isn't just about building relationships – it's about understanding your customers' strategic outcomes and helping th...
Default to Action: Why Your First Try Will Probably Fail - w/ Dillon Young
20 May 2025
Contributed by Lukas
What happens when leadership doesn't understand the fundamental differences between customer success and sales? Dillon Young, founder of Lifetime...
Customer [Un]Success - Teaser
09 May 2025
Contributed by Lukas
Tired of Customer Success conversations that sound like they were written by a vendor's PR team?The Customer [Un]Success Podcast cuts through the...