CSM Practice - The Customer Success Podcast – Détails, épisodes et analyse

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CSM Practice - The Customer Success Podcast

Irit Eizips & CSM Practice

Business & Entrepreneuriat

Fréquence : 1 épisode/8j. Total Éps: 135

Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!

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Données mises à jour le 09/08/2026

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https://www.csmpractice.com/
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https://unlock.thecustomermethod.com/downloadcskpicheatsheet
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https://unlock.thecustomermethod.com/newsletter
135 partages

https://www.youtube.com/csmpractice?sub_confirmation=1

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Inside HPE’s Secret Weapon for Customer Success: Executive Interviews Explained!

Saison 5 · Épisode 20

lundi 2 juin 2025 • Durée 34:06

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What if your customer success strategy could directly boost revenue by 30%?

In this episode, Irit Eizips sits down with Susana Esteban, Global CX Leader at HPE, to reveal how their Executive Interview Program transformed customer conversations into a revenue-generating engine.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- How to structure CX interviews that uncover upsell opportunities
- Why emotional metrics matter as much as NPS
- The 3-pillar framework that ties VOC to revenue

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Meet Susana Esteban – a passionate Global Customer Experience Leader with decades of experience transforming client relationships into long-term value. Recognized as a thought leader by both industry experts and academic circles, Susana brings unmatched insight to every conversation. Based in Silicon Valley, she currently drives innovation in customer experience at Hewlett Packard Enterprise (HPE).

🔗 You may connect with Susana via LinkedIn

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:

1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

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How To Personalize The Onboarding Experience For Different Customer Segments

Saison 5 · Épisode 19

vendredi 16 mai 2025 • Durée 31:40

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Struggling with customer onboarding? See how one company transformed its approach and achieved record-breaking success.

In this interview on CSM Practice, Irit Eizips sits down with Raman Bindra, a three-time CS Creative Award winner and a top customer success influencer nominee. In just 10 months, his team revamped their onboarding strategy, leading to significant improvements in customer engagement and retention.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- How a structured onboarding process led to a 45% increase in product adoption
- The impact of segmentation and personalization on a 30% rise in customer retention
- Strategies that helped achieve a 4.8/5 CSAT score and reduced churn

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Raman Bindra, a results-oriented customer success leader with over 14 years of experience, currently serves as the Director of Customer Success at Recruiterflow, where he specializes in building and scaling processes to foster long-term client relationships. A strong advocate for data-driven decision-making, he is dedicated to enhancing the customer experience and setting high standards for exceptional customer satisfaction.

🔗 You may connect with Raman via LinkedIn

#CustomerSuccess #ProductAdoption #SaaSGrowth #CustomerRetention

How Emerson Increased Renewals with a ScaledCS engagement

Saison 5 · Épisode 18

vendredi 2 mai 2025 • Durée 35:34

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Is digital customer success only for small clients? Think again!

Irit Eizips sits down with Tiffany Morin, Director of Customer Success and Renewals at Emerson Test and Measurement, to uncover how her team successfully implemented digital customer success at an enterprise level—resulting in quadrupled engagement!

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- How digital engagement scales CS efforts across all customer segments
- The enterprise CS model she implemented to drive customer success
- How in-app messaging, webinars, and user groups transformed engagement

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Tiffany Morin is a dynamic and results-driven leader who has a unique blend of confidence, competence, and compassion. She excels at driving scalable CS strategies, enhancing customer engagement, and delivering impactful business outcomes.

🔗 You may connect with Tiffany via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: How to Scale Your Customer Success Team

🎥 Watch: Digital CS - A New Era of Engagement

⏬ Download: How to Level Up Your CS Strategy

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩 Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. to download.

Data-Driven Strategies That Turn Chaos into Wins

Saison 5 · Épisode 17

vendredi 25 avril 2025 • Durée 30:41

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Can data-driven strategies really transform customer success?

In this interview of CSM Practice, Jen Jackson, a customer success leader with over 20 years of experience, uncovers how leveraging data can improve retention, reduce churn, and scale CS operations. Jen shares her story of turning fragmented data into actionable insights, resulting in a 10% churn reduction and increased customer engagement.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- Using data consolidation tools like Gainsight to drive decision-making
- Creating segmentation models to refine engagement strategies
- Building a customer-centric, data-first approach to scaling CS operations

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Jen is a seasoned leader with over 20 years of experience driving customer-focused teams and delivering results. She has a proven track record of boosting revenue retention, customer satisfaction, and launching impactful projects at companies like Litmos, Dialpad, and Serenova. Jen is passionate about fostering a people-first culture, mentoring others, and building the next generation of leaders.

🔗 You may connect with Jen via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: Building a Proactive Data-Driven CS Engagement

🎥 Watch: Boosting CSM Efficiency Through Centralized Data Management

⏬ Download: Customer Metrics when Usage Data Doesn’t Exist

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩 Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. to download.

Scalable Adoption Strategies to BOOST Customer Success in 2025

Saison 5 · Épisode 16

vendredi 18 avril 2025 • Durée 40:33

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Are you struggling to get users to adopt your product’s features and drive real engagement?

In this interview of CSM Practice, David Kahn from SAP, a seasoned expert with over 25 years of experience in transformation initiatives and product adoption strategies, shares his proven framework for increasing user adoption within traditional organizations and how his team drives meaningful results at SAP.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- The step-by-step framework SAP uses to assess user adoption challenges and drive scalable solutions.
- How to overcome cross-functional alignment issues and rally internal teams around adoption goals.
- Proven methods to track and measure adoption success, from feature utilization to business impact.

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

With over 25 years of experience in transformation services, Go-To-Market strategies, and customer success operations, David drives exceptional customer experiences, solution adoption, value realization, and renewals for SAP ERP, Supply Chain, and Finance Solutions. Beginning his career in Supply Chain Consulting at PwC/IBM, he later joined the inventory optimization startup SmartOps, where he focused on customer retention and value realization until its acquisition by SAP in 2013.

🔗 You may connect with David via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: Success Case

🎥 Watch: How To Drive Higher User Adoption

⏬ Download: Handling Code Red Situations

Building a Customer Success Team from Scratch!

Saison 5 · Épisode 15

vendredi 11 avril 2025 • Durée 39:13

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Can you build a customer success team from scratch in just 12 months?

In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team.

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

The foundational steps that ensured success, including the critical role of a CS charter
How a structured, phased approach turned challenges into growth opportunities
Real-world results: millions in incremental revenue and improved customer satisfaction

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Mariana is a seasoned professional with over 15 years of experience in management consulting and strategy execution, focusing on business transformation to drive scale, profitable growth and enhanced customer experience. She has a strong track record of improving performance for Fortune 500 companies in the technology and services sectors, bringing expertise in organizational design, strategic initiatives, and post-sales transformation. Mariana holds an MBA from the University of Michigan and has held key roles with Kearney, Dell, and HERE Technologies.

🔗 You may connect with Mariana via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: The Magic of Cross-Functional Communication in CS

🎥 Watch: Is Customer Success a Function or a Strategy?

⏬ Download: CSM Profiles Infographic

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩 Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. to download.

Why Giving Renewals to CSMs Works (and How It Can for You Too)

Saison 5 · Épisode 14

vendredi 4 avril 2025 • Durée 33:17

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What if your csm team could achieve 100% renewal accuracy and eliminate surprise churn? Sounds impossible, right?

Irit Eizips is joined by Ephrat Peled who shares her journey of transforming renewal processes to drive exceptional results. Together, they dive into the groundbreaking strategies that led her team to revolutionize their renewal forecast accuracy.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- How transitioning renewals to the CSM team increased renewal accuracy from 80% to 100%.
- The unexpected boost in customer satisfaction, with a 5-point NPS increase.
- The step-by-step process to empower CSMs to manage renewals, even for complex enterprise accounts.

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Ephrat Peled, a seasoned Customer Success leader with over 4 years of experience, is now embarking on an exciting transition into the world of sales.

🔗 You may connect with Ephrat via LinkedIn

From Metrics to Meaning: How Data Stories Save Accounts

Saison 5 · Épisode 13

vendredi 28 mars 2025 • Durée 30:42

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Are your traditional usage metrics failing to prove your product’s value? Creating data stories could save your accounts!

In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how her team transformed renewal conversations and saved high-value accounts, even under challenging circumstances.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- How to craft data stories that resonate with executives
- Shifting from traditional metrics to engagement-focused insights
- The game-changing impact of aligning internal and external conversations

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Robin Leathers is a seasoned professional with a rich background in customer success and strategic leadership. Most recently, she served as the Head of Customer Experience at a leading biotech intelligence company, where she spearheaded innovative strategies to uncover hidden value for clients. Throughout her career, Robin has worked across diverse industries, from sales to customer success, helping organizations quantify their impact. Whether leveraging straightforward ROI calculators or employing nuanced approaches to drive strategic direction, Robin has consistently delivered measurable value and transformative results for her teams and clients.

🔗 You may connect with Robin via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: Customer Retention During a Slow Economy

🎥 Watch: Role of Data in CS

⏬ Download: Renewal Market Trends

Lessons from a Customer Success Professional for Higher CSAT

Saison 5 · Épisode 12

vendredi 21 mars 2025 • Durée 26:00

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What’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 their customer success strategy. With a proven track record of transforming businesses, Daniel shares powerful tactics and actionable advice to help you achieve similar results.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- The key changes that helped Snappr raise their CSAT from 3.9 to 4.6
- Why redefining team incentives can transform customer experiences
- How to balance quick wins with long-term success strategies

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Former CSM Practice consultant - we go way back with Customer Success Operations.
With over 20 years in Customer Success and Operations, Daniel loves leading transformation - he helped Blackberry in their transition from a hardware business to a SaaS business, he helped People.ai and ClickUp transform their GTM motion up market.
Daniel is now an executive leading sales, services, and support functions at Snappr.

🔗 You may connect with Daniel via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: Key Saas Metrics That Matter

🎥 Watch: CS Strategy Assessment

⏬ Download: CS Acronyms You Need to Know

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩 Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. to download.

Building Success Plans Your Customers Can’t Live Without

Saison 5 · Épisode 11

vendredi 14 mars 2025 • Durée 36:54

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What makes a success plan truly impactful?

Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans that excite customers, drive value, and boost net retention rates. Learn how to move beyond basic project plans and align your strategy with what your customers can't live without!

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- The critical difference between success plans and project plans – and why it matters
- How to tie customer goals to CEO-level objectives for maximum impact
- Strategies for creating consistent, high-quality success plans across your team

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Jason has been a customer success leader for 10 years. Sales and operations in the tech industry is where he grew his early career. Roles at TSIA and other consulting experience has given him a broad, deep look at the customer success organizations at hundreds of startups and fortune 100 companies.

🔗 You may connect with Jason Seals via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: CSM Capabilities Model

🎥 Watch: How to Create Success Plans That DON’T SUCK

⏬ Download: Success Plan Template

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩 Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. to download.

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CSM Practice - The Customer Success Podcast – Détails, épisodes et analyse

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