Explorez tous les épisodes du podcast Customer Success Talks: Real Challenges, Experts' Advice

Every customer success manager knows the trap: reactive firefighting instead of proactive growth. Executive coach & former CCO Emilia D'Anzica reveals why most CSMs stay stuck, how to use AI to get ahead, and why your check-in meetings are costing you client retention.

Every customer success manager knows the trap: reactive firefighting instead of proactive growth. Executive coach & former CCO Emilia D'Anzica reveals why most CSMs stay stuck, how to use AI to get ahead, and why your check-in meetings are costing you client retention.In this episode we cover:

→ Why AI adoption in CS is a mindset problem, not a resource problem

→ How to stop scheduling "check-in" meetings and make every touchpoint count

→ Starting renewal conversations 6 months early, before you're in save mode

→ The one thing to say when your boss keeps piling work on your plate

→ Why "soft skills" are now essential skills (EQ, time management, Radical Candor)

→ Stop calling customers accounts and what changes when you do

Emilia Danzica: https://emiliadanzica.com/Radical Candor by Kim Scott: https://www.radicalcandor.com/Emilia's LinkedIn: https://www.linkedin.com/in/emiliadanzica/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/TikTok: @customer.success6Podcast Website - https://cstalkspodcast.com/

CHAPTERS

00:00 Introduction

02:51 Meet Emilia Danzica

03:02 Reinventing yourself after being fired

05:27 The Olympian father who inspired her

06:30 Non-negotiables: exercise and self-care

08:17 Avoiding burnout as a podcast host (and CSM)

09:22 Weekly reflection habits for high performance

10:11 AI in CS: the Gainsight 2025 report

11:18 Where AI resistance really comes from

13:13 What CSMs are missing by not using AI

14:13 Is resistance coming from ICs or leadership?

17:28 Slack vs email: how the new workforce communicates

19:41 How AI helps you build better customer relationships

22:59 Mindset vs resources — and why time management is the real gap

24:45 Why "soft skills" should be called essential skills

25:33 The damage micromanagement does

26:57 Why "check-in" subject lines kill your attendance

29:53 Removing customer success fatigue

30:41 Start renewals 6 months early — or you're already in save mode

32:02 AI as your proactive assistant, not just a writing tool

33:10 What a truly proactive CS day-to-day looks like

35:29 How to push back on your boss without burning bridges

36:39 Emilia's personal breakdown as an early-career CSM

38:46 Radical Candor: the book that changed how she communicates

41:00 What new CSMs actually need to succeed

42:49 Stop calling your customers "accounts"

44:06 Closing thoughts

Are CSMs making AI harder than it needs to be? Yes, and it's costing us time, revenue, and customer relationships.In this episode, I sit down with Lukas Alexander, VP of Customer Success, to break down exactly where CS teams go wrong with AI and the step-by-step approach that actually works.Lukas has spent over a decade building and scaling global CS teams, driving NRR growth, and coaching CSMs to grow their impact. His customers? Other customer success managers. So when he talks about AI in CS, he speaks from both sides of the table.What you'll learn in this episode:- The #1 AI mistake CSMs and CS leaders make (and why it backfires)- Why you should automate ONE admin task before touching anything else- How signal-based AI agents protect revenue and surface expansion opportunities- Why you don't need clean data to get started with AI in customer success- What no AI tool will ever replace in the CSM role Episode Highlights:00:00 – Welcome & intro02:15 – Lukas's journey from PR to VP of CS11:30 – Why operations exposure sharpens business acumen15:40 – The biggest AI mistake in customer success20:25 – How to start with AI: one task at a time23:12 – AI fluency, revenue mindset & business acumen32:00 – Using AI agents for churn signals and expansion revenue38:20 – Do you need perfect data to start? (Spoiler: No)41:45 – What to do when you have zero AI tools43:43 – Why the human side of CS still wins About Lukas AlexanderLukas is the VP of Customer Success at ChurnZero, one of the leading AI-powered customer success platforms in the industry. He has spent over a decade building global CS teams, leading RevOps functions, and helping organizations drive net revenue retention through outcome-focused customer success. Connect with Lukas: https://www.linkedin.com/in/lukas-alexander-3b827280/Follow Bayron Toruno on LinkedIn → https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our PodcastWebsite - https://cstalkspodcast.com/🔔 Subscribe so you never miss an episode👍 Like this video if you found it helpful💬 Drop your biggest AI question in the comments, we read every one

Are your feature requests and customer feedback piling up in the backlog, with no movement, no ETA, and frustrated customers asking you for answers you don't have?

You're not alone. One of the most common pain points for Customer Success Managers is the disconnect between CS and the product team. But the good news? It's fixable, and it starts with how you communicate, not just what you communicate.

In this episode, Margo Barysheva, the first CS hire at a cybersecurity startup in Israel, discusses how she has been building the customer success function from the ground up. Margo brings hard-earned, practical experience from working across multiple high-growth startups, and she's developed a real system for turning messy customer feedback into product action.

Here's what you'll learn in this episode:

✅ Why most CSMs submit feedback the wrong way, and what to do instead (hint: it's not "the button should be black")✅ How to translate customer requests into business value so product teams actually listen✅ How to set backlog timeframes in Jira so tickets don't disappear forever — and you can finally close the loop with customers✅ The beta/preview program strategy that turns customers into product advocates✅ The squad model for larger CS teams to stay aligned with product without losing context✅ The #1 mindset shift: stop acting as a customer advocate only learn to be a true peer to your product team

Connect with Margo on LinkedIn → https://www.linkedin.com/in/margobarysheva/

Margo's Instagram → https://www.instagram.com/magbelyaeva/

Follow Bayron Toruno on LinkedIn → https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our PodcastWebsite - https://cstalkspodcast.com/

How should Customer Success Managers actually use data?

In this episode, Denny Burda, Chief Customer Officer at River Consultancy Group, to break down a simple framework for turning customer data into insights, conversations, and actions that drive retention and expansion.

Many Customer Success Managers have access to dashboards, metrics, and usage reports but struggle with what to do with the data. Instead of getting lost in spreadsheets or overwhelming QBR slides, Denny explains how CSMs can move from raw data to meaningful customer conversations using a practical appoach:Signals → Insights → Conversation → ActionTogether, we explore the three key phases of working with data in Customer Success:

1. Data AnalysisLearn how to identify meaningful signals in customer data and avoid the classic “garbage in, garbage out” problem.

2. Turning Data Into InsightsData alone doesn’t create impact. Denny explains how to interpret signals to uncover early warnings for churn, identify expansion opportunities, and prioritize the right customers.

3. Data Presentation & StorytellingMany CSMs rely too heavily on dashboards or QBR slides.This framework helps Customer Success Managers turn numbers into strategic conversations that build trust with customers and executives. Listen now to learn how to transform customer data into clear insights, stronger conversations, and better outcomes.

In this episode we have the honor of having two of the most respected leaders in CS, Jan Young and Ralphie White, to unpack how the shifting global market, AI, and new pricing models are changing Customer Success, and what you can actually do about it.

They get into why the market shift isn't temporary, how consumption and outcome-based pricing are changing the CSM role, why AI is pushing CS away from "gap-filling" toward specialized, technical, revenue-owning work and honest, practical advice for breaking into CS and protecting your career in 2026.

Referenced in this episode:– ChurnZero 2026 CSM Confidential Report - https://churnzero.com/csm-confidential-2026-thank-you/?submissionGuid=f2ce52ae-f4d7-493d-8368-a00a764168e5 – Zylo 2026 SaaS Management Index - https://go.zylo.com/l/504631/2026-01-27/7ptsnt/504631/1769532725LybGFvUo/2026_saas_management_index_zylo.pdf?_gl=1*1e5otfv*_gcl_au*MTA2NzE2MDIyMy4xNzczNzY3ODk4 – S&P Global AI & Labor Landscape 2026 - https://www.spglobal.com/en/research-insights/special-reports/ai-impact-on-employment-2026– Book: The Strategic Customer Success Manager by Chad Horenfeldt - https://www.strategiccustomersuccess.com/– Podcast: AI Daily BriefConnect with our guests:Jan YoungLinkedIn — https://www.linkedin.com/in/jan-young-cx/CxXchange SuccessHour - https://www.janyoungcx.com/#newsletterJan's community sessions: https://go.stepupxchange.com/nexgen-cs-leadershipRalphie WhiteLinkedIn — https://www.linkedin.com/in/ralphiewhite/Website — https://www.radicalcs.com/

Follow us on:

Instagram — https://www.instagram.com/cstalkspodcast/

TikTok — @customer.success6

Explore our Website:

Website — https://cstalkspodcast.com/

What if your Quarterly Business Review didn’t need 30 slides and an hour-long meeting to deliver value?

And to discover how to change this, I sat down with Customer Success leader Andrea Bumstead to break down her powerful 15-Minute QBR framework, a practical approach that is challenging the way SaaS companies run customer conversations.

Andrea, former VP of Customer Success and founder of CS Impact, shares why traditional QBRs often fail to create real value for customers and how Customer Success teams can shift from reporting metrics to driving meaningful business outcomes. Together, we explore how Customer Success Managers can create high-impact executive conversations, connect product usage to customer value, and use AI and automation strategically to scale engagement without losing the human element.

You’ll also learn how to structure a 15-minute QBR, how to prepare for it effectively, and how to adapt the framework across different customer segments to improve customer retention, engagement, and overall customer experience.

If you’re a CSM, CS leader, or SaaS professional looking to run more strategic customer conversations, this episode is packed with practical insights.

WHAT YOU'LL LEARN

• Why many QBRs fail to deliver value for customers

• The structure of the 15-Minute QBR framework

• How AI can support Customer Success strategies

• Why customer segmentation matters when scaling QBRs

Here are the links to where you can find Andrea:

LinkedIn - https://www.linkedin.com/in/andreabumstead

Substack: https://csimpact.substack.com/

Instagram: https://www.instagram.com/customersuccessimpact/

15 minute QBR framework: https://csimpact.substack.com/p/the-15-minute-qbr-framework

Connect with us:

Andrea Bumstead -https://www.linkedin.com/in/andreabumstead/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

TikTok @customer.success6

Explore Our Podcast Website

- https://cstalkspodcast.com/

Master the GTD method with David Allen to regain focus and finally achieve a clear mind.

David Allen, the architect of Getting Things Done, explains why your brain is for having ideas, not holding them. Whether you are overwhelmed by email or struggling to manage complex projects, the core of this methodology is externalizing your tasks to reduce cognitive load. This is essential for anyone interested in personal development who wants to move beyond reactive firefighting.

The conversation covers the foundational habits of capturing, clarifying, and reviewing your commitments. By defining granular next actions, you can stop procrastinating and start executing. This approach is not just about time management; it is a framework for personal growth that allows you to handle modern challenges by keeping your systems simple and effective.

Subscribe for weekly productivity breakdowns and let us know in the comments: what is the one task you are finally going to capture today?

0:00 The Core Mechanics of Productivity

2:13 Meet the Architect of GTD

4:03 From Personal Practice to Global Methodology

7:43 Scaling the Philosophy

11:18 Why Your Brain Isn't Built to Remember

15:49 The Art of Capturing and Clarifying

19:13 The Power of the Weekly Review

Getting Things Done (GTD) official website, where you can learn more about GTD and purshase David's book: https://gettingthingsdone.com/

Connect with Us:

David Allen - https://www.linkedin.com/in/davidallengtd/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast

Website - https://cstalkspodcast.com/

Struggling to stay productive as a Customer Success Manager while juggling endless tasks, Slack messages, and urgent requests?In this episode we break down what real productivity looks like for CSMs—and why being busy doesn’t always mean driving impact.Joined by Leslie Venetz, a top 1% B2B sales expert, speaker, and author of Profit Generating Pipeline, we explore how Customer Success professionals can move from reactive work to intentional, revenue-driving execution.This episode answers key questions every CSM faces:How do you prioritize when everything feels urgent?How do you stay focused in a reactive environment?How can productivity directly impact retention, expansion, and revenue?Leslie shares practical frameworks and proven strategies, including:Why “if it’s not repeatable, it’s not scalable” (and how to apply this in CS)The concept of a Key Result Area (KRA) as your single source of focusHow to use batching (task clustering) to eliminate context switching and increase efficiencyThe truth about “false urgency” and how it’s hurting your performanceThe Delegate, Delete, Diarize framework to manage overwhelming workloadsHow to use the Urgent vs Important Matrix to prioritize what truly mattersWhy top performers protect time to “work on the business,” not just in itYou’ll also learn how small changes—like time blocking, managing expectations with stakeholders, and creating thinking space—can significantly improve your productivity and long-term impact.🎯 By the end of this episode, you’ll know how to:Focus on what actually drives revenue and retentionBuild repeatable productivity systemsReduce stress from constant interruptionsBecome a more proactive and strategic CSMIf you’ve ever ended your day wondering “What did I actually accomplish?”—this episode is for you.Learn more about The Sales-Led GTM Agency - https://salesledgtm.com/services/Buy Your Copy of Profit Generating Pipeline - https://salesledgtm.com/shop/Connect with Us:Leslie Venetz - https://www.linkedin.com/in/leslievenetz/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our PodcastWebsite - https://cstalkspodcast.com/

Most CSMs focus on product usage—but real impact comes from understanding the business behind the customer.In this episode of Customer Success Talks, I sit down with Maranda Dyskonski, Chief Customer Officer, to explore how to dig deeper, avoid assumptions, and create real, measurable value for your clients.We cover:- Why vertical SaaS can give deeper insights than horizontal SaaS- How to map customer personas for onboarding, engagement, and retention- Using AI to uncover actionable customer insights- Communicating value proactively and scaling your CS strategy

Connect with Us:

Maranda Dziekonski - https://www.linkedin.com/in/marandaanndziekonski/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#CustomerSuccess #SaaS #CustomerInsights #CustomerEngagement #AIinCS #CustomerRetention

Customer Success isn’t just about relationships anymore—it’s about revenue.If you can’t talk money, you can’t influence outcomes.In this episode of Customer Success Talks, I’m joined by Laura Kightlinger, Customer Success and Financial Acumen expert, to unpack why financial understanding is becoming a must-have skill for modern CSMs—and how it directly impacts churn prevention, growth, and credibility with customers.We talk about how CSMs can confidently communicate value, identify revenue opportunities, and collaborate better with sales—without needing a finance background.🎧 What you’ll learn in this episode:- Why financial acumen is a career accelerator for CSMs- How to use data to build authority with customers- The real connection between revenue, retention, and trust- How to spot upsell opportunities without sounding salesy- Why “there’s no dumb question” is a mindset, not a cliché⏱ Chapters00:00 – Why financial acumen matters in Customer Success10:24 – Mental fitness and confidence as a CSM18:25 – Communicating value in revenue terms30:10 – Preventing churn with data-driven insights38:41 – Growth opportunities and upsells43:24 – Collaboration between CS and Sales👉 If this episode resonates, don’t forget to like, subscribe, and share it with another CSM who wants to level up.

A special thank you to the Boutique hotels for sponsoring today's episode. Without their support, this episode wouldn't have been possible. "The Beautique Hotels, Where Beauty meets Boutique!"

Check out their properties: https://www.thebeautiquehotels.com/en/

Take a look at Laura's two advisories:

- Mindfuel: https://www.linkedin.com/company/mindfuel-fit/

- Ellekey Advisory:

Connect with Us:

Laura Kightlinger - https://www.linkedin.com/in/laurakightlinger/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#CustomerSuccess #FinancialAcumen #CSMStrategies #RevenueGeneration #CustomerRetention #SaaS #ChurnPrevention

Customer Success is often described as a people-first role…But what happens when empathy has no boundaries?In this episode, I sit down with Diego Ospina Lopez for a real, honest conversation about the human side of Customer Success — the part that doesn’t always show up in playbooks or frameworks.We explore how strong customer relationships are built on human connection, but also why empathy without boundaries can quietly lead to burnout and self-abandonment.This isn’t a tactical “do more” conversation.It’s about learning when to pause, communicate clearly, and protect both the customer relationship and yourself.In this episode, we cover:- Why empathy alone isn’t enough in Customer Success- How setting operational and emotional boundaries improves customer trust- The danger of treating everything as urgent- Managing customer expectations through transparency- Why perfection isn’t required — progress is- The role managers play in reducing stress and burnout- Why community and self-awareness matter more than we admit in CSAs Diego puts it:“You need to start small.”“You need to keep it real.”And most importantly… “Be kind to yourself.”A special thank you to the Boutiquehotels for sponsoring today's episode. Without their support, this episode wouldn't have been possible. "The Beautique Hotels, Where Beauty meets Boutique!"Check out their properties: https://www.thebeautiquehotels.com/en/

Take a look at Diego's community "Success Hub" where they are shaping the future of Customer Success, from Porto to the World.

https://www.linkedin.com/company/success-hubpt/

Connect with Us:

Diego Ospina López - https://www.linkedin.com/in/jdiego-ospina/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

Getting your first Customer Success leadership role can feel impossible.Most job descriptions ask for 3–5 years of management experience…but how do you get that experience if no one gives you the first opportunity?In this episode, I sit down with Bhumika Arora to break down how Customer Success Managers can position themselves for their first leadership role — even without the title.This episode is the final part of the series: "Becoming a CS Leader for the First Time."We cover the real strategies that hiring managers look for, including:- The difference between management and leadership- Why job descriptions ask for 3–5 years of experience- How to prove leadership without being a manager yet- How to position your CV and LinkedIn for leadership roles- The importance of mentoring, influence, and visibility inside your company- How to show business and revenue impact as a CSM- A 1-year roadmap to becoming a Customer Success leaderWant to learn more about Ruffday? https://www.linkedin.com/company/ruffday/posts/?feedView=allConnect with Us:Bhumika Arora- https://www.linkedin.com/in/arorabhumika/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Andrea Rijna

Understanding the SPICE model can transform client conversations. This customer-centric approach builds rapport and ensures solutions are tailored to real needs, making clients more receptive to your recommendations.

You can find the full conversation below:

YouTube - https://www.youtube.com/watch?v=l74HK8xHMM8

Spotify - https://open.spotify.com/episode/32GybVTI5YPagqFycfA1ml?si=A_rSWxtXQ4i1mifDpIGqlA

Linkedin:

Andrea Rijna- https://www.linkedin.com/in/andrearijna/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, we explore intentional leadership a grounded, self-aware way of leading that helps Customer Success professionals navigate stress, prevent burnout, and build healthier habits.

I'm joined by leadership coach Norma Serena Hogan and CS leader Olya Kinash, we break down the real challenges leaders face behind the scenes: invisible emotional loads, constant expectations, and the pressure to always be “on.”

We discuss the science of stress, why it impacts strategic thinking, and how to reset your nervous system using simple tools you can apply between meetings. Olya shares how Norma’s program transformed her leadership style, helping her shift from reactive habits to clarity, boundaries, and emotional stability.

This conversation is practical, vulnerable, and deeply relevant for today’s CS leaders. Whether you're moving into leadership or already in the role, this episode will help you lead with more purpose, energy, and alignment.

Key Takeaways:

• The science behind stress and how it affects your decision-making

• Practical tools: deep breathing, 3-step pause, grounding, value alignment

• The power of intention setting and celebrating small wins

CSM Quick Lesson with Laura Kightlinger.Navigating cultural nuances in the workplace can be tricky with customers but also with colleagues.Laura shares how to address cultural differences, ensuring everyone feels comfortable sharing ideas, regardless of culture.You can find the full conversation below:YouTube -https://youtu.be/F26r0xo05SASpotify - https://open.spotify.com/episode/5G7b9z2Y1D193LbSwQqglu?si=a8mvS7EVRaS2QnBL8AvcOALinkedin:Laura Kightlinger - https://www.linkedin.com/in/laurakightlinger/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I had a great conversation with Bojan Dimevski, Senior Manager of Customer Success at Cornerstone, who leads an international team across DACH. Bojan shares his journey from CSM to leader, emphasizing how you can lead without a formal title by building influence, personal branding, and trust within your organization.Discover actionable strategies for aspiring leaders in Customer Success, including three micro-actions any CSM can start today, navigating customer expectations, leveraging mentorship, and understanding how to communicate and showcase value across teams. Whether you’re aiming for your first leadership role or want to expand your influence as a CSM, this episode provides practical guidance and real-world examples from a seasoned CS professional.Key Takeaways:- Leadership can be achieved without a formal title.- Build a personal brand to increase influence.- Effective communication and cross-team collaboration are crucial.- Mentorship accelerates leadership growth.- Recognize and act on red flags to maintain trust and impact.Connect with Us:Bojan Dimevski - https://www.linkedin.com/in/bojandimevski/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

CSM Quick Lesson with Marija Skobe-PilleyIn this Quick Lesson, unlock your selling potential as a CSM! Don't think of it as selling—bring value. Learn tactical tips: financial & workflow probing. Understand needs and drive upsells while strengthening trustYou can find the full conversation below:YouTube -https://youtu.be/F26r0xo05SASpotify - https://open.spotify.com/episode/5G7b9z2Y1D193LbSwQqglu?si=a8mvS7EVRaS2QnBL8AvcOALinkedin:Marija Skobe-Pilley - https://www.linkedin.com/in/mspilley/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/ #CustomerSuccess #RevenueFocused #SalesTips #CSMTips

In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time.Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance between guidance and autonomy.

We dived deep into the realities of managing teams, building trust, navigating authority, and communicating effectively as a new leader.

Key Takeaways:- Leadership is about helping others succeed, not just yourself.- Curiosity drives effective coaching and team growth.- Balance guidance with trust — avoid micromanagement.- Communication and vulnerability are cornerstones of strong leadership.- Building a supportive, transparent environment fuels performance.

In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time.Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance between guidance and autonomy.We dived deep into the realities of managing teams, building trust, navigating authority, and communicating effectively as a new leader.Key Takeaways:- Leadership is about helping others succeed, not just yourself.- Curiosity drives effective coaching and team growth.- Balance guidance with trust — avoid micromanagement.- Communication and vulnerability are cornerstones of strong leadership.- Building a supportive, transparent environment fuels performance.

Connect with Us:

Stefan Kiefer - https://www.linkedin.com/in/stefan-kiefer-a917665a/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

This episode is part of the series “Becoming a CS Leader for the First Time.”

CSM Quick Lesson with Kelley TurnerCustomer success doesn't require a specific background. In fact, the most diverse teams often excel in this role. Professionals from digital marketing, sales, consulting, and even food service bring unique abilities.

The key is prioritizing effectively, looking ahead, and understanding the customer's world. Using AI tools like Vitally and ChatGPT can help gather insights, automate tasks, and personalize interactions.

Being clear on the question to get right data and outputs is one of the core skills in 2025 for a CSM.

You can find the full conversation below:

YouTube - https://youtu.be/x98IkZMMiSE

Spotify - https://open.spotify.com/episode/46dVCGqtxFDJ6dRgGlXksQ?si=c_tLRcH1TgqebFRKFmqo0A

Linkedin:

Kelley Turner - https://www.linkedin.com/in/kelleyturner/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In the fast-paced world of Customer Success, every email counts but how do you make yours stand out in a crowded inbox?

In this episode Jen Allen-Kanuth, sales trainer and co-founder of DemandJen, to uncover the psychology and strategy behind writing emails that get real responses.

We break down what separates an ignored message from one that drives meaningful conversations from understanding the buyer’s mental spam filter to crafting subject lines that capture attention in under three seconds.

In this episode, you’ll learn:

- Why intention is the foundation of every effective email.

- How the law of least effort influences your reader’s behavior.

- Ways to use AI tools like ChatGPT to personalize your outreach.

- What makes a subject line trigger the right kind of curiosity.

- Real examples of cold emails that actually worked.

Get to know how DemandJen and how Jen help sales teams defeat customer status quo and earn buyer attention.

https://demandjen.com/

Connect with Us:

Jen Allen-Kanuth - https://www.linkedin.com/in/demandjen1/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast

Website - https://cstalkspodcast.com/

Whether you’re a Customer Success Manager, Sales professional, or anyone who lives in their inbox, this episode will help you write smarter, more human emails that connect and convert.

🎧 Tune in now and start mastering the art of intentional communication.

In today's CSM Quick Lesson with Anika Zubair!CSM needs to proactively focus on customer business outcomes, not just product features. By understanding and aligning with customer goals, CSMs drive strategic partnerships and business growth. It is not just about product knowledge; it is about enabling customer success.

You can find the full conversation below:

YouTube - https://youtu.be/GOSTIG69n-8

Spotify - https://open.spotify.com/episode/1B7stSF6APgBjCE1LzlnRI?si=mV_-Zx3WTuWX8nhmE16c9Q

Linkedin:

Anika Zubair - https://www.linkedin.com/in/anikazubair/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I had such a real and human conversation with Sandy Yu, founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile.

Sandy shares how personal branding begins with identity, self-awareness, and understanding how others perceive us.

She explains why every professional—especially in Customer Success—benefits from taking ownership of their brand, gathering honest feedback, and showing up consistently with authenticity and intention.

From defining our audience, to leveraging LinkedIn more strategically, to creating meaningful content that aligns with your values, this conversation offers practical, human, and deeply grounded guidance for anyone looking to grow their career and strengthen their professional presence.

Whether you’re transitioning into Customer Success, developing your voice, or simply trying to understand how to present yourself with confidence, this episode will remind you that:

Everyone has a brand.
Authenticity matters.
And building your brand is a marathon—not a sprint.

In this episode, I had such a real and human conversation with Sandy Yu, founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile.Sandy shares how personal branding begins with identity, self-awareness, and understanding how others perceive us. She explains why every professional—especially in Customer Success—benefits from taking ownership of their brand, gathering honest feedback, and showing up consistently with authenticity and intention.From defining our audience, to leveraging LinkedIn more strategically, to creating meaningful content that aligns with your values, this conversation offers practical, human, and deeply grounded guidance for anyone looking to grow their career and strengthen their professional presence.Whether you’re transitioning into Customer Success, developing your voice, or simply trying to understand how to present yourself with confidence, this episode will remind you that:Everyone has a brand.Authenticity matters.And building your brand is a marathon—not a sprint.

Get to know how Sandy helps the Go-to-market team solve their challenges and all the resources she shares.

www.revenueretention.net

Connect with Us:

Sandy Yu - https://www.linkedin.com/in/sandysyu/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Alexander Grabner-Jarlung you will discover the ABCDO of Storytelling framework that offers a structured approach to using stories effectively in customer success.

Each element—Answer, Bounce, Counter, Duo, and Object—provides a unique way to leverage storytelling.

By incorporating emotion and anticipation into data presentation, stories make information resonate and create a lasting impact. Data sings when stories are used. You can find the full conversation below:YouTube - https://youtu.be/P8cgifrex5cSpotify - https://open.spotify.com/episode/4j9DCAxYjTl4l1Amrqk7Kc?si=CSbgWHgCRqiKzyVd7AmdhA

Linkedin:

Alexander Grabner-Jarlung - https://www.linkedin.com/in/alexander-grabner-jarlung/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In this powerful conversation, Morgan J. Ingram — Founder & CEO of AMP Social and one of the leading voices on personal branding & LinkedIn, joins me to break down what authentic branding really means today.

This episode is not about AI — it’s about the mindset, consistency, and authenticity needed to build a brand that people trust.

We talk about:

- What personal branding actually is

- Why AI will cause a massive trust crisis on social media

- Why obsessiveness, curiosity & consistency beat talent

- How to start building a brand even if you feel “nobody cares”

- Finding your delivery mechanism: video, audio, or writing

Discover AMP: https://www.theampsocial.com/

Connect with Us:

Morgan J Ingram - https://www.linkedin.com/in/morganjingramamp/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

If you’re transitioning into Customer Success, early in your CS career, or trying to build visibility on LinkedIn, this episode will reshape how you see branding forever.

In today's CSM Quick Lesson with Greg Daines you will discover that instead of focusing solely on product fixes, prioritize helping customers define and achieve measurable results. Motivate behavior change, demonstrate early wins, and watch how those 'difficult' customers transform into your biggest advocates. You can find the full conversation below:YouTube - https://www.youtube.com/watch?v=tWCuYVBm32E&t=20sSpotify - https://open.spotify.com/episode/6pt3NDEKuG2WVC8pmeB7meLinkedin:Greg Daines - https://www.linkedin.com/in/gregdaines/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check out Women in Customer Success - https://www.womenincs.co/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode of Customer Success Talks, we have our good friend Thomas Voigt, Founder of The CS Academy, to explore how frameworks can transform the way Customer Success Managers operate.Thomas introduces the ACE Framework — Activating Value, Cultivating Relationships, and Expanding Revenue — a simple yet powerful structure that helps teams deliver measurable impact across the customer journey.Together, we unpack what it really means to activate value during onboarding, build and maintain strong customer relationships, and identify opportunities to expand revenue through collaboration and trust.What you’ll learn:- Why frameworks bring structure and clarity to Customer Success- How to activate value early in the customer journey- Practical ways to cultivate relationships that drive retention- The power of being human — and making your customers smileFor more information about the A.C.E framework and Thomas's services, visit his website:https://www.thecsacademy.net/frameworkIt is not the first time we talk about framework; take a look at Andrea Rijna's episode, where she covers the S.P.I.C.E method.https://open.spotify.com/episode/32GybVTI5YPagqFycfA1ml?si=lJHRxqKfSUqub-Cj0chXcQ https://www.youtube.com/watch?v=l74HK8xHMM8Connect with Us:Thomas Voigt - https://www.linkedin.com/in/thomas-voigt/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/If you’re a Customer Success Manager, Team Lead, or CS enthusiast looking for practical strategies and a more human approach to success, this episode is for you.Subscribe for more conversations that help you level up your Customer Success game!#CustomerSuccess #ACEFramework #CustomerEngagement #RetentionStrategies #Onboarding #CSM #CustomerSuccessManagement

In today's CSM Quick Lesson with Vicky Kennedy, customer education can't be an afterthought! To scale, connect what your team already knows with what customers need. Listen, gather data, then build...

You can find the full conversation below:

YouTube: https://youtu.be/fb39GyCVtd0

Spotify - https://open.spotify.com/episode/6Wc5yh82UJkbWT8nln2VFA

Linkedin:

Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Meet Echtus - https://www.linkedin.com/company/echtus/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, we have the pleasure of having a special guest, Rachel Provan, a seasoned customer success leader, to explore the intersection of psychology and customer success.

We discuss the importance of understanding human behavior, the psychological barriers customers face, and how these insights can enhance customer engagement and retention. Rachel emphasizes the need for customer success managers to focus on change management, motivation, and effective communication to drive results.

The conversation also highlights the significance of recognizing and rewarding small achievements to foster positive habits in customers. Ultimately, the episode provides valuable strategies for customer success leaders to navigate the complexities of their roles and improve overall customer satisfaction.

Interested in Rachel's Programs? https://provansuccess.com/

Check the first episode we recorded together back in 2023: https://open.spotify.com/episode/3wSbKxhl60TWNWhUdKTZZWConnect with Us:Rachel Provan - https://www.linkedin.com/in/rachelhprovan/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Dr. Christopher Phelps, you will discover that authority isn't about boasting, it's about letting others showcase expertise. Motivate action through consistency and commitment, using small steps. Scarcity drives urgency, ethically combined with reciprocity. "People just want to get something off."

You can find the full conversation below:

YouTube https://youtu.be/C0HJy2uwxBg

Spotify - https://open.spotify.com/episode/79PwUiGOIiEOTiBofQytCC?si=_-D8vsmWRyaIZq92-kRH-A

Linkedin:

Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Marija Skobe-Pille you will discover unlock career potential! Explore how expanding your role, offering solutions, and envisioning long-term goals can lead to advancement. Don't just aim for a 9-to-5; bring value and watch opportunities unfold. 'Bring me solutions, not problems.'

You can find the full conversation below:

YouTube - https://youtu.be/iTHdf-qYWIY

Spotify - https://open.spotify.com/episode/1GepzXfaMyiBufhAUq1EpU?si=nQaOQV_SQvugetgg3C_0lA

Linkedin:

Marija Skobe-Pille - https://www.linkedin.com/in/mspilley/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Check out Women in Customer Success - https://www.womenincs.co/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

Bill McGowan has coached the founders of Amazon, Uber, Spotify and LinkedIn. His first rule: don't open your mouth until you know your first four words. Not"well", not "so", not "you know". A real word.

Most people in business speak in a way that is immediately forgettable, and communication was LinkedIn's most in-demand skill two years running. This episode is the fix: how to structure a presentation like a film, why the agenda slide kills your opening, and how to deliver bad news without tap dancing around it.

Bill McGowan is a two-time Emmy-winning journalist and author of Pitch Perfect and Speak Memorably: The Art of Captivating an Audience.

0:00 Why nobody is really listening

1:36 Communication as the most in-demand skill

4:24 What it takes to be remembered

6:41 The jargon and clichés that make you sound like everyone

11:00 Storytelling: hold your story until you know it lands

15:16 Where a lack of presence actually comes from

26:25 The Coppola format for structuring a presentation

38:27 The negativity sandwich: delivering bad news

Speak Memorably: https://www.claritymediagroup.com/speakmemorably

Connect with Bill McGowan - https://www.linkedin.com/in/bill-mcgowan-7103b/Connect with Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Customer Success Talks is for CSMs in their first years and anyone breaking into customer success. New episodes every two weeks. Listen on Spotify and Apple Podcasts: https://cstalkspodcast.comFollow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #csm #communication #presentationskills #publicspeaking

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.'

You can find the full conversation below:

YouTube - https://youtu.be/d8XNsK7F-oY

Spotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfw

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.'

You can find the full conversation below:

YouTube - https://youtu.be/d8XNsK7F-oY

Spotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfw

Linkedin:

Ali Cudby - https://www.linkedin.com/in/alicudby/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Check our Ali's book:

Keep your customers - https://alignmintforgrowth.com/book/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

Most CSMs act like waiters. Chad Horenfeldt spent 20 years learning why that costs you the customer's respect, and what to do instead.

In this episode, we get into the habits that separate a strategic CSM from an
order-taker: how to introduce yourself without undercutting your credibility,
how to prepare for a call in five minutes using AI, the one question that tells
you whether a customer will actually follow through, and why saying no earns
more trust than saying yes.

Chad Horenfeldt is VP of Customer Success and author of The Strategic Customer Success Manager. He started on the front line, like most of us.

What we cover:

- Why "I'm new here" destroys trust in the first 30 seconds
- Building a weekly planning habit around your calendar and your at-risk accounts
- Using AI to research a customer before a call, in five minutes
- The 1-to-10 confidence question that exposes whether a customer will act
- Pushing back on feature requests without damaging the relationship
- The three skills that make a CSM strategic: growth mindset, business acumen,
teamwork

Chad's book: https://www.strategiccustomersuccess.com/

Connect with Chad: https://www.linkedin.com/in/chadhorenfeldt/

Customer Success Talks is for CSMs in their first years and anyone breaking
into customer success. New episodes every two weeks.

Listen on Spotify and Apple Podcasts: https://cstalkspodcast.com
Connect with Bayron: https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/
Tik-Tok @customer.success6
Move from firefighting to Strategic Customer Success by building genuine trust and delivering measurable value.

00:00 The Foundation of Trust and Value

1:11 Crafting a Powerful First Impression

3:22 Meet the Expert: Chad Hodenfeld

5:33 The Motivation Behind the Book

8:18 Overcoming the Fear of Challenging Calls

13:09 Mastering the Art of Call Preparation

17:02 Leveraging AI to Supercharge Your Workflow

45:29 Three Pillars of a Strategic CSM

Subscribe for weekly customer success strategy breakdowns, and let us know in the comments what you want to hear next.

#CustomerSuccess #CSM #SaaS #CustomerSuccessManager #CustomerRetention

In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every time we meet, we should be delivering value. Customer success hinges on clear communication and valuing client time, not just product delivery.You can find the full conversation below:YouTube - https://youtu.be/vul6RsDzH78Spotify - https://open.spotify.com/episode/2KhCUm5JGSL0cFSWfVYwPU?si=a610ea064f064dc7Linkedin:Dona Weber - https://www.linkedin.com/in/donnaweb/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check our Dona's book: Onboarding Matters - https://www.donnaweber.com/bookFollow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/ #customersuccess #onboarding #customerexperience #businesstips

Most startups won't hand you an onboarding plan. Priscila Fletcher explains how to build your own, month by month, and what to have done before day 90.

Month 1 is listen, learn and ask. Month 2 is getting your hands dirty before imposter syndrome sets in. Month 3 is quick wins you can show your manager. We build the whole plan in this episode, plus the org chart exercise that tells you who actually holds knowledge in your company and who will block you.

Priscila Fletcher is a customer success leader and coach, and the founder of Latinos in Customer Success.

What we cover:

- Why the excitement of a new role matters, and what forgetting it costs you- The three jobs of month one, and where to write them down

- Why waiting too long to talk to customers makes imposter syndrome worse- What counts as a quick win in month 3 (smaller than you think)

- Mapping your org by influence, not job title, to find allies and avoid blockers- Why your manager probably should not be your mentor

- Adding one line to your resume every month, even when you're not job hunting- Startup or enterprise: how to tell which one fits how you work

0:00 Listen, learn and ask: your first 30 days

1:56 Meet Priscilla Fletcher

4:27 Inside Latinos in Customer Success

8:10 Startups: what's exciting, what's chaotic

12:04 Build your own 90-day onboarding plan

17:20 Proving impact when nobody's measuring it

25:46 Map your org by influence, not job title

32:11 Startup or enterprise: which one fits you

Latinos in Customer Success: https://join.slack.com/t/latinosinsuccess/shared_invite/zt-2dxwfojy8-VwI5lHb19X1Bgo~IrYy3Xg

Latinos in Success LinkedIn - https://www.linkedin.com/company/latinos-in-success/posts/?feedView=all

Check Priscila's Website - https://prifletch.com/Connect with Priscila: https://www.linkedin.com/in/priscilafletcher/

Customer Success Talks is for CSMs in their first years and anyone breaking into customer success. New episodes every two weeks.

Listen on Spotify and Apple Podcasts: https://cstalkspodcast.com

Connect with Bayron: https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

#customersuccess #csm #saas #customersuccessmanager #cscareer

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 trust by selling too aggressively!In other words, nurture relationships pre-sale but focus on needs post-sale.

You can find the full conversation below:

YouTube - https://youtu.be/63GecVQZ1qE

Spotify - https://open.spotify.com/episode/0WE3pzr5cdWmYfyhboPdzX?si=b50c779f91434f1f

Linkedin:

Jan Young - https://www.linkedin.com/in/jan-young-cx/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Nav Thomas - https://www.linkedin.com/in/navneeththomas/

Needing couching? Check Jan's website - https://www.janyoungcx.com/

Check out CXxchange - https://www.thecxxchange.com/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

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 CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program.

You’ll learn:

- When and how to send surveys for maximum response and impact

- Why feedback is only valuable if you act on it and how to do that- The importance of segmenting your users and feedback types

- How to collaborate cross-functionally to drive change

- A practical, step-by-step guide to launching or improving your own survey strategy

Whether you're just starting with surveys or want to improve how your org listens to customers, this episode is packed with real-world insights you can implement immediately.

Mentioned: How to Win Customers and Keep Them for Life by Michael LeBoeuf

Connect with Us:

Myriam Hirt - https://www.linkedin.com/in/myriam-hirt/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys?

🔗Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a FREE pair of AirPods Pro!👉 https://www.vitally.io/demo-airpods

In this episode, we’re joined by Vaishali Dilani – CX strategist, award-winning mentor, speaker, and co-author of CX5. With over 9 years of experience designing impactful customer experiences across industries from SaaS and fintech to healthcare and education, Vaishali shares exactly:

- The 3 pillars of a world-class customer experience

- How CX and CS roles complement (and differ from) each other

- What a well-designed customer journey really looks like- How to start a CX project when no one owns it yet

- Ways to align teams internally and use AI for smarter CX

- Tangible steps to elevate proactive customer success

Whether you're a CSM, CX leader, or just getting started in customer-centric roles, this episode is packed with strategic insight and actionable advice.

Connect with Us:

Vaishali Dialani - https://www.linkedin.com/in/vaishalidialani/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

A salesperson showed Kai-Markus Mueller's cousin an €800 Prada sweater. He bought a €250 Hugo Boss instead and told everyone he got a bargain. The Prada sweater was never for sale. It was there to make the Hugo Boss look cheap.

Kai-Markus Mueller is a neuroscientist who has measured value perception in the brain, including the uncomfortable finding that salespeople often value a product lower than their own customers do. This one covers anchoring, why free beats a huge discount, and why judges deny parole right before lunch.

Kai-Markus Mueller is a professor of consumer behaviour and co-author of The Invisible Game.

0:00 The Prada sweater

1:08 The visible and invisible sides of a deal

3:15 Meet Kai-Markus Mueller

6:35 Turning research into something you can use

8:10 Silence as a negotiating move

11:17 Who actually won: the procurement trap

33:03 System one and system two, and when to ask

43:53 Getting a whole team to use this

The Invisible Game: https://www.amazon.de/-/en/Invisible-Game-Secrets-Science-Winning/dp/139415298

Connect with Kai-Markus: https://www.linkedin.com/in/kaimarkusmueller/

Connect with Bayron: https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Customer Success Talks is for CSMs in their first years and anyone breaking into

customer success. New episodes every two weeks.

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #negotiations #pricing #csm #consumerpsychology

Implementing a voice of the customer program is how you move from guessing to knowing what your clients actually need.

Andrew Marks, co-founder of SuccessHACKER, joins us to break down why a structured VoC framework is the backbone of a high-performing post-sales org. Most teams listen to the loudest voices, but this conversation is about building a repeatable process to gather actionable data.

We cover how to balance feature requests between new and existing users, how to echo sentiments to build trust, and why creating stories from customer feedback is more powerful than just reading scores. This is for any CSM or leader looking to turn raw info into a real customer success strategy that drives retention.

New episode of Customer Success Talks is live now 🧡 Subscribe for weekly insights from industry leaders, and let us know in the comments how you track your client sentiment.

0:00 Unlocking the Power of Customer Feedback

1:04 Meet the Expert: Andrew Marks

4:02 Defining the Voice of the Customer

7:05 Building Buy-In with Advisory Boards

12:17 Core Components of a VOC Framework

19:46 Overcoming Challenges in Gathering Feedback

33:21 Change Management for Customer Success

Connect with us on LinkedIn:⁠⁠⁠

Andrew Marks - https://www.linkedin.com/in/andrew-successhacker/

⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

⁠Nav Thomas⁠⁠ - https://www.linkedin.com/in/navneeththomas/

#voice of the customer #customerfeedback #customerinsights

Building an entrepreneurial mindset is the best way to gain authority with your customers. Stop claiming expertise and start proving it. 🧡

Marija Skobe-Pilley joins us to break down why the best customer success managers act like business owners. We discuss how to guide clients toward success by demonstrating actual expertise rather than just talking about your credentials. If you are struggling to be seen as a trusted advisor, this shift in perspective is the first step toward better results.

We also cover how a strong customer success strategy relies on commercial awareness. Marija shares how to bridge the gap between being a support resource and a revenue driver, helping you advance your CSM career growth without feeling like you are just pushing sales. It is about building customer trust through results, not empty claims.

Subscribe for weekly insights on the future of CS, and let us know in the comments: what is one way you demonstrate your expertise daily?

Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://www.vitally.io/demo-airpods

0:00 Speaking the Language of Revenue

0:47 Breaking Myths About Sales in CS

3:25 What Does Commercial CS Really Mean?

6:44 Strategies for Career Advancement

10:32 Defining Your Personal Metrics

13:31 Thinking Outside the Box

21:40 Tactical Moves for Revenue Growth

47:42 Earning Trust Through Business Acumen

Connect with Us:

Marija Skobe-Pilley - https://www.linkedin.com/in/mspilley/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Enroll in Marija’s course “The Revenue CSM” here: https://www.womenincs.co/the-revenue-csm

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #saas #valuedriven

Want to improve your customer success results? Start using revenue management tactics to track engagement and spot risks.

Diego Fernandez, author of The Art of Revenue, explains why CS teams need to move beyond simple check-ins. If you are not putting a number to client happiness, you are missing the signals that lead to lost accounts. We examine how to use data-driven decisions to spot warning signs before they become problems.

This is not just about spreadsheets. It is about applying a disciplined approach to your daily tasks. Learn how to identify an upsell strategy and use churn prediction to manage your accounts with the same precision as a sales leader. This is how you shift from being a cost center to a profit center.

Subscribe for weekly customer success breakdowns, and let us know in the comments: what is your biggest barrier to using data in your daily workflow?

0:00 Data-Driven Insights for Customer Success

1:05 The Evolving Role of Customer Success

3:35 Meet Diego Fernandez: A Revenue Management Expert

5:36 Writing the Manual for Revenue Management

12:02 Applying Revenue Tactics to Customer Success

22:55 Long-Term Value vs. Short-Term Problem Solving

34:08 Final Advice: Thinking Like a Revenue Manager

Sponsored by Vitally – the modern Customer Success Platform trusted by 600+ companies. Claim your free AirPods Pro after a qualified demo: vital.io/cstalks

Grab Diego’s book, The Art of Revenue - https://www.amazon.com/art-revenue-complete-guide-management/dp/B0D4CWG3KH

Connect with Us:

Diego Fernandez - https://www.linkedin.com/in/diegodeponga/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #revenuemanagement #csm

Stop worrying about learning to write AI prompts. Jamie Davidson, CEO of Vitally, explains why the future of AI in customer success is about creativity, not technical syntax.

Most teams are stuck obsessing over the wrong AI skills. Jamie argues that user interfaces will soon make complex prompt engineering obsolete. Instead of getting bogged down in how to talk to a chatbot, the real value for your team lies in mastering what AI is actually capable of and applying that to your specific business goals.

We discuss why you should prioritize creative application over technical rote memorization. If you want to build a more effective customer success strategy, focus on the outcomes you are trying to drive, not the tools you are currently using. This mindset shift is the difference between being replaced by AI and using it to scale your impact.

Subscribe for weekly customer success breakdowns, and comment below: what is the biggest AI hurdle your team is facing right now?

Want to explore Vitally and get a free pair of AirPods Pro after a qualified demo?

Click here: vitally.io/cstalks

0:00 The AI Paradox in Customer Success

4:40 From CTO to Chief Customer Officer

7:07 The Evolution of CS Landscapes

9:24 Timing the AI Investment

14:21 Practical AI Use Cases in CS

23:49 Will AI Replace Customer Success Jobs?

34:04 Driving AI Adoption from the Bottom Up

Connect with Us:

Jamie Davidson - https://www.linkedin.com/in/davidsonjamie/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#ai #customersuccess #csm

AI in Customer Success is replacing manual tasks, but can it replace human connection? Kelley Turner shares what works now.

Kelley Turner, SVP of Global Customer Success at Vitally, joins us to break down exactly how AI is reshaping the daily workflow for CSMs. We look at the specific elements of the role that customer service automation handles best—like consolidating customer data and identifying the right next steps—and where it falls short.

The core takeaway is that technology handles the admin, but your ability to understand customer motivations and build genuine relationships is still your biggest superpower. If you are worried about how AI will impact future CSM roles, this conversation offers a clear look at how to balance technology with the human touch that drives real business results.

Subscribe for weekly customer success breakdowns, and comment how you are currently using AI in your daily workflow.

0:00 The Evolving Role of AI in Customer Success

1:24 Welcome to Customer Success Talks

3:35 Meet Kelly Turner: A Leader in CS Change

5:48 From Finance to Customer Success: A Journey

12:46 The Power of Diverse Professional Backgrounds

17:55 Implementing AI: Change Management Strategies

28:41 Measuring the Impact of AI on Retention

Connect with Us:

Kelley Turner -https://www.linkedin.com/in/kelleyturner/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#ai #customersuccess #digitaltransformation

Stop focusing on feature delivery and start driving real customer success. Align your strategy with what clients actually need.

Working with Tamara Kempf and Ayman Azmy, we break down why your team might be stuck in the trap of checking off product features instead of solving real problems. When you move the conversation away from the how and toward the why, you build stronger relationships and clearer expectations.

The core of this episode is shifting your mindset toward customer outcomes. It is the difference between being a vendor and being a partner. We discuss practical tactics for digging into what your customers are trying to achieve and how to lead value conversations that result in better retention and happier stakeholders across the board.

Subscribe for weekly insights on building better client relationships. What is one goal your customer mentioned this week? Let us know in the comments. 🧡

0:00 Shifting Focus from Features to Outcomes

1:10 Defining Success in Customer Relationships

7:21 The Art of Listening to Your Customers

11:22 Tools and Tactics for Measuring Success

18:02 Navigating Difficult Conversations

24:24 Reframing Requests as Strategic Opportunities

36:17 Actionable Advice for Discovery Success

Tamara Kemp - https://www.linkedin.com/in/tamarakempf/

Ayman Azmy- https://www.linkedin.com/in/aymanazmy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #csm #valuedriven

Behavioral economics can change how your customers respond. Learn to nudge decisions by shifting your language today.

We talk to Melina Palmer about the science of how our brains process information. Most of our daily actions are driven by the subconscious, yet most emails and meetings are designed for conscious, logical thought. This mismatch is why your outreach might be getting ignored.

Melina breaks down simple shifts that change the entire trajectory of a relationship. By swapping if for when and anyone for everyone, you stop isolating the reader and start creating inclusive messaging. This approach to customer communication is about testing what actually resonates rather than guessing. When you understand the science of decision making, you can stop fighting the process and start aligning with it to improve your customer success outcomes.

Subscribe for weekly customer success breakdowns, and comment which language shift you are testing first.

0:00 Simple Reframes for Better Communication

0:59 The Science Behind Our Daily Decisions

3:37 Exploring Behavioral Economics in Business

6:19 A Practical Guide to Understanding Customers

9:22 Building a Foundation for Research and Writing

12:32 Defining Behavioral Economics in Practice

20:52 Navigating Subconscious and Conscious Processing

Connect with Us:

Melina Palmer- https://www.linkedin.com/in/melinapalmer/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Resources:

Check out Melina’s books: https://thebrainybusiness.com/books/

Listen to The Brainy Business podcast: https://open.spotify.com/show/09kKyf19X7ISJmyCm60Uj5

Watch Melina’s TEDx talk: https://www.youtube.com/watch?v=obTWdNnk-RU

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#CustomerSuccess #BehavioralEconomics #MelinaPalmer #BrainyBusiness #CustomerExperience

Learn the SPICED framework to stop centering sales calls on your product and start solving real customer problems.

Many CSMs and sales professionals accidentally make every call about their own agenda. Andrea Rijna, founder of The Power Lab, argues that the most effective way to build rapport is by mastering active listening. When you genuinely focus on the client's needs rather than your pitch, you form stronger connections that actually last.

The SPICED framework provides a structured approach to your customer conversations. By walking through Situation, Pain, Impact, Critical Event, and Decision, you can uncover what is really holding your client back. This method helps you move beyond basic discovery to ask better sales discovery questions that lead to clear, impactful solutions.

Subscribe for weekly CS breakdowns, and let me know in the comments if you struggle to keep the focus on the customer during your calls.

0:00 The Art of Centering the Customer

1:16 Is There a Formula for Discovery?

3:51 From Project Management to Customer Success

6:58 Empowering Teams and Individuals

10:04 Turning a Career Crisis into Opportunity

15:20 Common Mistakes in Upselling

21:56 The SPICED Framework Explained

48:07 The Empathy Before Solution Lesson

Connect with Us:

Andrea Rijna - https://www.linkedin.com/in/andrearijna/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #howtosellmore #comunicationskills

Master cultural awareness to build stronger global relationships. Learn how to adapt your style for international success.

Laura Keitlinger joins the show to discuss why customer success is fundamentally about human management. We talk about how personal and professional growth depends on your ability to navigate different norms, especially when you are working across borders.

You will learn practical ways to handle communication styles that vary by region, from the nuances of small talk to broader cultural expectations. If you are leading global teams or trying to improve your ability in building relationships with clients from diverse backgrounds, this episode provides the framework you need to avoid missteps.

Subscribe for weekly CS breakdowns, and let us know in the comments: what is the biggest cultural challenge you have faced at work?

0:00 The Human Side of Customer Success

1:06 Meet the Expert: A Global Perspective

10:30 Mastering Small Talk Across Cultures

17:46 Leading Teams Across Diverse Cultures

26:02 The Nuances of Delivering Feedback

34:38 Beyond Borders: Company Culture Matters

40:17 Lessons Learned from Cultural Missteps

Connect with Us:

Laura Keitlinger - https://www.linkedin.com/in/laurakightlinger/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Resources:

The Cultural Map book - https://www.amazon.de/-/en/Culture-Map-Breaking-Invisible-Boundaries/dp/1610392760

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess