Advertise on podcast: The Customer Success Pro Podcast

Book a workshop: https://bit.ly/4wEOJbD Late October is when Customer Success leaders lock next year's kickoff agenda and enablement budget, and most of that money is about to go on a motivational speaker and a roadmap readout. In this episode Anika Zubair argues that kickoff is the highest leverage training moment of the year, because it is the only day the whole team is in one room, the number is fresh, and nobody has territory fatigue yet. She breaks down what a commercial operator is versus a relationship manager, the four skills that actually transfer, and the design rule that training only sticks when it runs on real accounts and gets reinforced for ninety days afterward. Plus a blunt list of what to cut from your kickoff. Chapters: 00:00 The kickoff 02:45 The enablement spending gap 10:05 Corporate workshops 13:00 Commercial operator versus relationship manager 15:30 The four skills that actually matter 22:15 What to cut from your kickoff26:30 Your challenge LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies: https://thecustomersuccesspro.com/resources Business Inquiries: [email protected]

Book a workshop: https://bit.ly/4wEOJbD In this episode, Tiina Kanninen, SVP of Global Customer Success at RELEX Solutions, shares insights on verified outcomes, value delivery, and how AI accelerates proving value to customers. Discover how her team builds trust, manages diverse stakeholders, and drives revenue growth through strategic customer success practices. Chapters: 00:00 Introduction to Tiina Kanninen and RELEX 02:19 Tiina's journey and team overview 04:06 The concept of verified outcomes 22:14 Impact of verified outcomes on renewals and growth 30:26 Using AI to prove value faster 43:37 Managing changing priorities and stakeholder expectations 49:46 Training and enablement for customer success teams 54:04 Future of customer success and next steps Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Connect with Tiina Kanninen: LinkedIn: https://www.linkedin.com/in/tiinakanninen/ Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies: https://thecustomersuccesspro.com/resources Business Inquiries: [email protected]

Book a workshop: https://bit.ly/4egTU9D ⇩ open me! ⇩ Anika Zubair discusses how customer success teams can truly become revenue-driving units by adopting the right operating frameworks, skills, and organizational changes. She emphasizes the importance of aligning team practices with revenue goals and provides practical steps to achieve this transformation. Chapters: 00:00 Introduction: The disconnect in customer success and revenue 02:17 The industry shift: Customer success as a revenue function 04:00 The gap between perception and reality in CS roles 07:58 The impact of unfunded mandates and organizational change 10:18 What needs to change for CS to truly own revenue 13:41 The importance of forecasting and visibility in renewal 16:02 The human cost and burnout in reactive CS teams 17:23 Training and practicing revenue conversations 20:12 The four Rs framework: Rhythm, Radar, Room, Reward 33:40 Summary of the four Rs and organizational change Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies: https://thecustomersuccesspro.com/resources

FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass Anika Zubair discusses the real reasons behind missing net revenue retention targets in SaaS, emphasizing system design over talent and providing practical solutions for customer success teams to drive revenue growth. Chapters: 00:00 Introduction: Why NRR Misses Are Not Talent Problems 08:08 The Role of Customer Success in SaaS Growth 09:29 Common Systemic Mistakes in SaaS Organizations 12:08 Treating NRR as an Outcome, Not a Process 16:21 Building Effective Renewal Processes 17:12 Activity vs. Impact in Customer Success 20:52 Skills and Systems Gaps in Customer Success 23:12 What a Revenue-Driven Customer Success Team Looks Like 31:21 Weekly Challenge 36:54 Investing in Your Customer Success Skills 37:23 Closing and Next Steps 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

FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode, Joe Di Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment. He shares insights on building scalable, automated customer success programs and the importance of data and the human touch. Chapters: 00:00 Introduction 03:03 Joe Di Grande's Background and Role at Gong 07:12 The Change from Digital CS to Revenue Architecture 11:57 Defining Digital and Scaled Customer Success 16:36 Impact of AI on Digital Customer Success 23:39 Starting an AI-Powered Digital CS Program 30:01 Data as the Foundation for AI in CS 37:43 The Future of AI in Customer Success 43:48 Quickfire Predictions and Insights Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Joe Di Grande: LinkedIn: https://www.linkedin.com/in/josephdigrande/ 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 a call to discuss a workshop: https://bit.ly/4wEOJbD In this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth. Chapters: 00:00 Introduction: The problem with churn reporting 03:28 Understanding and calculating NRR 06:18 The shift from growth at all costs to efficiency 10:30 Why focus on existing customers for growth 16:54 How to forecast NRR effectively 20:28 Tracking leading indicators for customer health 22:18 Confidently presenting forecasts to leadership 28:41 Building a forecasting culture within your team 30:35 The importance of embedding NRR into daily reporting 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

Book a workshop: https://bit.ly/4wEOJbD Anika Zubair shares a comprehensive guide for new and aspiring VP of Customer Success, focusing on how to manage and improve net revenue retention (NRR) in the first 90 days. She emphasizes the importance of data, systematized processes, and leadership mindset to succeed in a revenue-driven customer success role. Chapters: 00:00 Introduction 09:37 The importance of a proactive operating system 13:41 Training teams on commercial skills 16:24 The mistake of accepting numbers without math 19:11 Operating as a super CSM versus a leader 24:00 Building your NRR math and forecast system 31:17 Weekly renewal and expansion review meetings 33:57 Rebuilding the math and predicting the number 35:49 Applying lessons: homework challenge for listeners 39:02 Final thoughts: system, numbers, and leadership mindset 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

Join RevUP VIP: https://bit.ly/45Bb9yz In this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch. Connect with Tom Ronen: LinkedIn: https://www.linkedin.com/in/tom-ronen-83b6a1118/ Chapters: 00:00 Introduction to Tom Ronen 04:16 Tom's background and transition from Monday.com to Harvey 09:09 The evolution of customer success and future ambitions 12:18 The human element remains crucial despite AI advancements 17:11 The importance of trust and deep discovery in customer success 22:13 The old playbook is broken: new strategies needed 30:44 Measuring value and adoption in an AI-driven world 44:13 Systematic approaches to renewals and forecasting 50:29 Quick fire questions 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

Book a Team Workshop: https://bit.ly/4wEOJbD This episode explores how customer success professionals can leverage AI to streamline quarterly business review prep, build compelling value stories, and ultimately drive revenue growth. Anika Zubair shares practical frameworks and tips to transform data analysis into strategic conversations. Chapters: 00:00 Introduction to AI in Customer Success 03:13 The Gap Between AI Curiosity and Usage 11:45 Introducing the BOARD Framework 13:39 Measuring Outcomes with AI 18:11 Quantifying Revenue Impact 20:55 Using AI to Identify Growth Opportunities 21:23 The Human Element in Value Storytelling 24:38 From Status Reports to Closing Arguments 25:07 The Power of a Revenue-First Approach 26:01 Weekly Challenge: Implementing the Framework 28:47 Final Tips for Effective QBRs 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

Book a team workshop: https://bit.ly/4wEOJbD This episode explores how customer success professionals can effectively handle price increase conversations without damaging trust. It covers common mistakes, a proven framing method, and practical tips to protect and grow revenue during renewal discussions. Chapters: 00:00 The common fear around price increase conversations 04:22 Value alignment reduces churn 07:08 Common mistakes in price increase conversations 14:02 Frame the value first before discussing price 16:45 Anchor prices against value and cost of leaving 17:41 Meet objections with curiosity 19:02 Earn the customer’s yes by linking to future value 22:17 Handling objections with questions and curiosity 25:31 Recap: The key to successful price increases 26:00 The importance of framing and trust 29:01 Final thoughts 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

Join RevUP Academy: https://bit.ly/4wRZDuY Neil Sparkes, AVP of Customer Excellence at ServiceNow UK&I, has a global mandate to move agentic AI out of the experiment phase and into live production inside heavily regulated enterprises. In this episode he breaks down why efficiency gains no longer land with a CFO, how ServiceNow benchmarks real cost savings before and after agents, and where to draw the line between what an agent executes on its own and what still needs a human. We also get into the AI divide that is separating fast adopters from everyone else, why token bills are landing on finance desks with no ROI attached, and whether the SaaS model actually survives all this. Neil also shares why he brought in external training on value conversations for his team, and what he thinks CS will be held accountable for next year. Chapters: 00:00 Intro 03:19 Meet Neil "Sparky" Sparks of ServiceNow 16:50 Getting regulated enterprises to adopt agentic AI 22:05 Why efficiency gains no longer convince a CFO 25:00 Treat an AI agent like a new employee 31:10 Start here: low risk, zero human touch workflows 35:06 Separating your personal AI from your work AI 39:30 The AI divide and token bills with no ROI 42:13 Ripping out your tech stack: is SaaS dead? 49:41 What AI is doing to renewals and upsells Connect with Neil Sparkes: LinkedIn: https://www.linkedin.com/in/neil-sparkes/ Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies: https://thecustomersuccesspro.com/resources

Book a team workshop: https://bit.ly/4egTU9D Anika Zubair discusses how customer success teams can better articulate their value to drive revenue, avoid being seen as a cost center, and climb the revenue proof ladder through effective storytelling and metrics. Chapters: 00:00 Introduction 02:19 The receipts era and the importance of proof in SaaS 03:47 AI's impact on CS activities and the value of storytelling 05:14 The importance of storytelling to articulate CS value 06:08 The problem with reporting activity 07:27 How to connect work to revenue 19:36 The four levels of the proof 34:27 The key to recognition 36:16 Weekly challenge Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies: https://thecustomersuccesspro.com/resources

Team Workshop: https://bit.ly/4egTU9D Anika Zubair shares practical strategies for customer success professionals to increase visibility, demonstrate impact, and advance their careers by focusing on revenue-driven storytelling and multi-threading within organizations. Chapters: 00:00 The Invisible CSM 02:48 Understanding Recognition in Customer Success 05:36 The Importance of Visibility in Career Growth 08:51 Common Mistakes Keeping CSMs Invisible 11:36 The Seen Framework for Visibility 23:21 Implementing the Scene Framework 35:25 Personal Journey: From Invisible to Visible 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

Join RevUP Academy: https://bit.ly/4wRZDuY In this episode, Andrea Kayal, CRO at HelpScout, shares insights on how a small team manages a large customer base, the role of AI in customer support, and strategies for revenue growth through customer success and customer support. Chapters: 00:00 Introduction 02:33 Meet Andrea Kayal 03:46 Understanding Customer Success at Help Scout 17:07 Segmentation Strategies for 12,000 Customers 32:49 Revenue Generation from Support Teams 39:19 The Role of AI in Customer Support 43:59 Key Takeaways for Customer Success Leaders Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ Connect with Andrea Kayal: LinkedIn: https://www.linkedin.com/in/andreakayal/ 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 a team workshop: https://bit.ly/4egTU9D In this episode, Anika Zubair dives deep into the importance of effective churn retrospectives in customer success. She shares practical frameworks, common mistakes, and actionable strategies to turn churn analysis into a revenue-driving process. 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