This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company.
Learn more at: thecustomersuccesspro.com
This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company.
Learn more at: thecustomersuccesspro.com
Download the CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkout
In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the rapidly changing landscape of customer success and the importance of future-proofing one's career in this field. She outlines key trends, common mistakes professionals make in career planning, and provides a playbook for success that includes leveraging AI, connecting work to revenue, and building a personal operating system. Anika emphasizes the need for customer success professionals to take ownership of their career paths and to continuously adapt to the evolving demands of the industry.
Chapters:
00:00 Navigating Change in Customer Success
02:41 The Impact of AI on Customer Success
05:50 Common Mistakes in Career Planning
08:38 Future-Proofing Your Career
11:23 Building Your Personal Operating System
14:35 Leveraging AI as a Co-Pilot
17:20 Tracking Your Achievements
20:28 Acting Like the Next Level Version of You
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkout
Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout
In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success professionals in driving revenue without resorting to traditional sales tactics. She emphasizes the importance of recognizing opportunities, creating value, and leading with impact. Anika outlines common mistakes made by CS professionals, reframes the concept of revenue generation, and provides a three-part framework for effectively engaging with customers to uncover growth opportunities. The episode concludes with a challenge for listeners to practice proactive revenue thinking in their customer interactions.
Chapters:
00:00 Introduction to Commercial Customer Success
02:43 The Shift in Customer Success Expectations
05:34 Common Mistakes
08:43 Reframing Revenue Conversations
11:22 The Importance of Discovery
14:32 Connecting Value to Business Outcomes
17:18 Identifying Expansion Opportunities
20:23 Weekly Challenge
23:05 Conclusion
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro
The Objection Handling Guidebook for CS:
https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout
In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Courtney Balban, VP of Customer Success at Leadr, a manager enablement platform. They unpack how Courtney went from therapist to CS leader, why curiosity is a true superpower in customer conversations, and how her team runs a full cycle CS model without relying on rigid playbooks. Courtney shares how she teaches CSMs to sit in discomfort, separate noise from impact, and use deeper discovery to uncover real business problems instead of reacting to surface requests. They also dig into psychological safety, call coaching, leading managers through the teddy bear plus bulldozer balance, and the shift from retention first thinking to treating CS as a growth engine that speaks in outcomes and revenue language.
Chapters:
00:00 Introduction
06:55 Inside Leadr, full cycle CSMs and structuring the post-sale team
14:16 Cutting through the noise, activity versus impact and root cause thinking
23:10 Redefining customer value and building a team without rigid playbooks
30:32 Curiosity as a superpower
36:54 Why CSMs stop one question too early and how to go deeper without feeling salesy
42:19 Psychological safety, call coaching and how the team transformed
47:31 Leading leaders, big lessons learned
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Courtney Balban:
Linkedin: https://www.linkedin.com/in/courtneybalban/
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Download the CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkout
In this episode of The Customer Success Pro Podcast, Anika Zubair reveals why so many talented CSMs get overlooked for promotions and how to fix it with a clear promotion-focused goal-setting strategy. She explains the difference between performance goals and promotion goals, why revenue alignment matters even in support-heavy roles, and the three career-limiting mistakes most CS pros make during review season. You will learn her three-step Promotion Plan Framework, how to speak in business impact language, and how to track, package, and pitch your work so you can move from overlooked to the obvious next choice for senior roles. If you want to accelerate your career growth, rewrite promotable goals, and position yourself for your next title, this episode gives you the roadmap.
Chapters:
00:00 Why you keep getting overlooked for promotions
00:42 Performance goals vs promotion goals
03:37 Why talented CSMs get passed up
05:59 Why business impact language matters
08:18 Mistake 1: Goals that are too generic
10:38 Mistake 2: Waiting for your manager to set your goals
12:49 Mistake 3: Not tracking wins all year
15:06 The Promotion Plan Framework
17:32 How to create a promotion-focused North Star goal
23:48 Weekly challenge and next steps
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Grab your copy of the 2025 Customer Experience Benchmarks Report: everafter.ai/benchmark
In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Alana Stoltzfus, a leader in digital customer success at Okta. They discuss the evolution of customer success, the importance of digital growth, and how Okta's Success Hub enhances customer experience through personalized recommendations. Alana shares insights on the tools and systems that power their digital success plans, the challenges faced in data management, and the lessons learned from building a scalable customer success program. The conversation emphasizes the need for continuous improvement and the importance of delivering value to customers.
Chapters
00:00 Introduction
02:52 Alana Stoltzfuss: Journey into Digital Customer Success
05:46 The Evolution of Digital Customer Success at Okta
08:43 Understanding Digital Growth and Customer Segmentation
11:50 The Success Hub: Enhancing Customer Experience
15:04 Personalization and Business Goals in Customer Success
17:59 The Role of Digital Customer Success in Business Growth
27:58 Tailored Customer Experiences for Gold and Silver Clients
30:06 Personalized Communication and Value Realization
32:29 Differentiated Messaging for Admins and Executives
34:38 The Importance of Personalization in Customer Success
36:36 Tools and Systems Powering Digital Success
42:41 Lessons Learned and Future Directions in Customer Success
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Alana Stoltzfus:
Linkedin: https://www.linkedin.com/in/alanastoltzfus/
Alana leads the Automation & Scaled Insights team at Okta, where she drives efforts to increase customer adoption, retention, and growth at scale as part of the Digital Success motion. Through the delivery of data and insights to customers and customer-facing teams, as well as AI-powered experiences, she has enabled Okta to serve all customers from SMBs (via self-service) to its largest enterprise customers, not just to scale but also to more effectively drive better customer outcomes through deeply personalized experiences. Prior to Okta, Alana worked in roles across customer success, voice of customer, and digital success, most recently at LinkedIn and Atlassian. She lives in the Bay Area with her husband and 2 sons.
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout
In this episode of The Customer Success Pro Podcast, Anika Zubair takes a deep dive into one of the most misunderstood tools in Customer Success: the Quarterly Business Review (QBR). Too often, QBRs turn into reporting sessions that fail to create impact or executive alignment.
She shares her 5-step framework to elevate your QBRs from tactical updates to strategic, revenue-focused discussions that executives actually care about. You’ll learn how to connect product outcomes to business value, align with executive priorities, and close each review with a clear call to action that opens commercial doors. The episode wraps up with a practical challenge for listeners to apply the framework and transform their next QBR into a partnership-driven session that drives growth.
Chapters
00:00 Welcome to The Customer Success Pro Podcast
03:14 Why Most Business Reviews Fall Flat
07:57 The Missed Opportunity in Every Business Review
10:15 Mistake #1 – Treating QBRs Like Usage Reports
12:36 Speaking the Executive Language: Revenue, Risk, and Efficiency
14:52 Mistake #2 – Talking At the Customer Instead of With Them
17:13 Mistake #3 – Ending Without a Clear Next Step
19:28 Turning Objections into Opportunities
21:41 The 5-Step Framework for Value-Led Business Reviews
35:42 Listener Challenge: Reframe Your Next QBR
37:41 Final Thoughts
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro
Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkout
In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Sean Reid, an award winning CS leader. They explore why “green” health scores can mask real risk, how to spot hidden churn signals, and why renaming the metric to a Renewal Probability Score improves forecasting and cross functional alignment. Sean explains his model that blends human captured sentiment with product signals, how multithreading and stakeholder engagement change renewal odds, and why NPS should be treated as a trend over time rather than a single moment. The conversation offers practical guidance on structuring sentiment fields in your CRM, coaching teams to score consistently, avoiding a rushed rollout, and turning QBR data into executive ready value stories that drive renewals and expansion.
Chapters:
00:00 Introduction
02:40 Meet Sean Reid
10:11 Why “green” accounts still churn
14:45 Multithreading and hidden influencers
22:26 From health score to Renewal Probability Score
25:28 Building the model, 60 to 40 sentiment to signals
34:49 Value storytelling and outcome-focused QBRs
37:10 Rethinking NPS as a trend, not a moment
44:28 Lessons
51:51 Wrap-up
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Sean Reid:
Linkedin: https://www.linkedin.com/in/sean-reid/
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/
In this episode of the Customer Success Pro Podcast, Anika Zubair explores the phenomenon of customer ghosting, particularly during the Halloween season. She discusses the reasons why customers may go silent, the common mistakes made by customer success professionals, and effective strategies to re-engage ghosted customers. Anika shares personal anecdotes and emphasizes the importance of understanding customer needs, setting clear expectations, and adapting communication styles. The episode concludes with actionable takeaways and a challenge for listeners to apply the discussed strategies.
Chapters
00:00 The Haunting of Customer Relationships
03:07 Understanding Customer Ghosting
05:37 Common Mistakes Leading to Ghosting
08:42 Communication Styles and Customer Engagement
11:46 Reviving Ghosted Customers
17:47 Strategies for Re-engagement
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/
In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring success effectively. The episode serves as a guide for new CS professionals to navigate their roles and build impactful customer success strategies.
Chapters
00:00 Introduction
02:39 Common Mistakes in Building CS from Scratch
05:53 Strategic Focus for Customer Success
08:38 Building a High-Performing CS Team
11:46 Measuring Success in Customer Success
14:38 Creating a Customer Journey Map
17:25 Developing a Minimal Viable CS Strategy
20:33 Next Steps
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-event
In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical role of handling objections during the renewal process. She emphasizes that objections should be viewed as opportunities for engagement rather than roadblocks. Anika shares common mistakes made by customer success professionals when faced with objections and provides effective strategies for addressing them. The episode concludes with a call to action for listeners to practice their objection-handling skills to enhance their confidence and effectiveness in renewal conversations.
Chapters
00:00 Transforming Objections into Opportunities
03:31 Understanding the Renewal Process
10:24 Common Mistakes in Handling Objections
16:04 Effective Strategies for Objection Handling
19:10 Weekly Challenge and Conclusion
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-event
In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial confidence among CSMs, and effective training strategies that can transform customer success into a revenue-driving function. Anika emphasizes the need for practical, hands-on training that equips CSMs with the skills to handle objections, multi-thread accounts, and demonstrate value in every customer interaction. The episode concludes with a call to action for leaders to invest in their teams' growth and capabilities.
Chapters
00:00 The Importance of Customer Success Investment
02:41 Common Pitfalls in Customer Success Training
06:01 Building Commercial Confidence in Customer Success
08:50 Effective Training Strategies for Customer Success
11:37 Transforming Customer Success into a Revenue Driver
14:57 Practical Workshops for Customer Success Teams
17:51 The Role of Templates and Frameworks
20:43 Handling Objections and Multi-threading Accounts
23:54 Investing in Customer Success for Future Growth
26:43 Conclusion
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro
In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention.
Chapters:
00:00 Introduction to Customer Success and Onboarding
03:34 Building Customer Success from Scratch
11:39 Challenges in Building Customer Success
22:51 The Importance of Onboarding
35:36 Creating Wow Moments in Onboarding
55:22 Key Takeaways for Building Onboarding Programs
Download The CS Pro freebies:
https://thecustomersuccesspro.com/resources
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Cara Benecke:
Linkedin: https://linkedin.com/in/cara-benecke/
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc
In this episode of the Customer Success Pro Podcast, Anika Zubair shares her personal journey from a Customer Success Manager (CSM) to the Vice President of Customer Success in just seven years. She discusses the common mistakes that keep professionals stuck in their careers and provides actionable strategies for career advancement. Anika emphasizes the importance of visibility, mindset, and taking ownership of one's career path, encouraging listeners to step out of their comfort zones and invest in their personal growth.
Chapters
00:00 Anika's Journey: From CSM to VP
03:20 Common Mistakes in Career Progression
17:07 Strategies for Career Advancement
30:02 The Importance of Visibility and Mindset
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Signup for RevUP Academy: https://thecustomersuccesspro.com/revup
In this episode, Anika Zubair discusses the importance of the first 90 days in a customer's journey, emphasizing that this period is crucial for adoption and long-term success. She outlines common mistakes made by customer success managers, such as focusing too much on features rather than outcomes, and provides a detailed playbook for driving adoption. Anika shares personal experiences and lessons learned, highlighting the significance of understanding customer needs and celebrating quick wins. The episode concludes with a practical challenge for listeners to apply the discussed strategies to their own accounts.
Chapters
00:00 The Crucial First 90 Days
09:12 Common Mistakes in Customer Success
18:31 A Playbook for Driving Adoption
19:56 Personal Insights and Lessons Learned
27:43 Weekly Challenge
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass
In this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer success management. They discuss the shift from traditional customer success roles to a more strategic approach, focusing on business outcomes rather than just product adoption. Chad shares insights from his newly published book, 'The Strategic Customer Success Manager,' and provides frameworks for CSMs to enhance their strategic conversations and relationships with customers. The episode emphasizes the need for CSMs to understand their customers' businesses and to ask the right questions to drive value and outcomes.
Chapters:
00:00 Introduction
02:52 The Evolution of Customer Success
06:01 The Strategic Customer Success Manager
08:50 Defining Strategic CSMs
11:50 The Importance of Business Outcomes
14:47 Frameworks for Strategic Conversations
17:42 Managing Up and Building Relationships
20:54 Quickfire Questions and Wrap-Up
The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Chad Horenfeldt:
https://www.linkedin.com/in/chadhorenfeldt/
https://www.strategiccustomersuccess.com/
Chad Horenfeldt is the VP of Customer Success at Siena AI and an award-winning CS leader with over 20 years of experience building high-impact teams at companies like Eloqua (acquired by Oracle) and Kustomer (acquired by Meta). Known for his blend of strategic insight, empathy, and operational excellence, Chad has shaped the careers of hundreds of CSMs and helped define the modern CS profession. He’s a founding member of CS Angel, advisor to emerging CS tech, and a longtime advocate for elevating CS into a strategic function.
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass
In this episode, Anika Zubair discusses the critical topic of handling product delays in customer success. She emphasizes that product delays are not just timeline issues but also trust issues that can significantly impact customer relationships. Anika outlines common mistakes made by Customer Success Managers (CSMs) during these situations and provides actionable strategies for managing customer expectations proactively. The conversation highlights the importance of transparency, reframing value stories, and maintaining open communication with customers to rebuild trust and ensure successful partnerships even in the face of challenges.
Chapters
00:00 Navigating Product Delays in Customer Success
05:43 Proactive Strategies for Managing Customer Expectations
11:00 Building Trust Through Transparency and Communication
14:56 Tactical Approaches to Strengthen Customer Relationships
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc
In this episode, Anika Zubair discusses the common mistakes made by customer success leaders and how to avoid them. She emphasizes the importance of aligning customer success with revenue, building a high-performing team, defining success metrics, and becoming a strategic partner within the organization. Anika shares her personal experiences and insights on delegation, coaching, and empowering teams to achieve their goals. The episode concludes with a call to action for leaders to reflect on their practices and make necessary changes to enhance their leadership effectiveness.
Chapters
00:00 Introduction to Customer Success Leadership Challenges
02:51 Common Mistakes in Customer Success Leadership
05:40 Aligning Customer Success with Revenue
08:49 Building Effective Teams and Metrics
11:35 Strategies for Exceptional Customer Success Leadership
14:43 Defining Success and Tracking Impact
17:48 Becoming a Strategic Partner in Customer Success
20:35 Wrap up
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc
In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes. Anika emphasizes the need for cross-departmental collaboration, operationalizing customer feedback, and empowering teams to lead in customer success initiatives. The episode concludes with a metaphor comparing the customer journey to a relay race, underscoring the importance of teamwork in achieving customer success.
Chapters
00:00 Building a Customer-Centric Culture
02:48 Common Mistakes in Customer-Centricity
06:02 Steps to Create Customer-Centricity
12:15 Empathy and Recognition in Customer Success
18:19 The Relay Race of Customer Success
21:33 Actionable Challenge for Cross-Functional Collaboration
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
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In this episode, Anika Zubair discusses the transition from customer service to customer success with Lena Therese Zimmerman, Head of Customer Experience at Do Instruct. They explore the importance of curiosity, team collaboration, and the need for a strategic approach in customer success. Lena shares her journey in transforming a reactive customer service team into proactive customer success managers, emphasizing the significance of aligning internal goals with customer success metrics. The conversation highlights the shift in mindset required to prioritize customer success over mere customer happiness, and the strategies for educating customers about the role of customer success managers. In this conversation, the speakers delve into the intricacies of customer success, focusing on the challenges faced during onboarding, the importance of empathy, and the need for effective communication.
Chapters
00:00 Introduction
02:52 Transitioning from Customer Service to Customer Success
05:52 Understanding the Role of Customer Experience
08:51 The Importance of Team Collaboration in Customer Success
12:07 Curiosity as a Key Trait in Customer Success
15:02 Transforming Reactive Teams into Strategic Partners
18:11 Aligning Internal Goals with Customer Success
21:10 The Shift from Customer Happiness to Customer Success
23:53 Educating Customers on the Role of Customer Success
28:38 Understanding Customer Fears and Onboarding Challenges
31:38 Empathy in Customer Success
33:02 Overcoming Customer Hesitation
34:32 Communicating Effectively During Onboarding
36:09 Setting Expectations: The Importance of Honesty
39:33 The Balance of Saying No: Guiding Customers to Success
41:00 Collaboration Between Sales and Customer Success
43:40 Transitioning from Support to Strategic Advisor
47:59 Lessons Learned: Shifting from Service to Revenue Focus
51:25 The Future of Customer Success: Embracing AI
52:59 Changing Perceptions of Customer Success
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Lena Theres Zimmermann:
Linkedin: https://www.linkedin.com/in/lena-theres-zimmermann/
Lena Zimmermann is Head of Customer Experience at doinstruct, a fast-growing Compliance Tech startup. With over 7.5 years of experience in SaaS, she has led Customer Success teams across DACH and BENELUX, helping companies create meaningful, long-term customer relationships.
Lena is passionate about turning Customer Success into a strategic growth lever — especially in contexts where customer bases are more traditional and starting their digital transformation. Her leadership approach blends structure with empathy, enabling scalable processes that support retention, adoption, and revenue expansion.
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
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In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of taking charge of one's career development in customer success. She discusses the necessity of creating a personal development plan, identifying skills gaps, and proactively tracking accomplishments to secure promotions. Anika outlines common mistakes professionals make in their career growth and provides actionable steps to build a successful career trajectory. The episode encourages listeners to prioritize their personal development and take ownership of their career paths.
Chapters
00:00 Taking Charge of Your Career Development
07:52 Building Your Personal Development Plan
14:51 Tracking Your Wins for Career Growth
19:36 Recap and Action Steps for Success
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event