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This finale feels less like an ending and more like a graduation ceremony for everyone who has ever cared about Customer Success.

In this closing chapter of the customer success playbook podcast, Kevin Metzger and Roman Trebon look back on a journey that started as a “ludicrous” idea over food and drinks and turned into a global community with nearly 13,000 downloads across countries like Australia, Israel, France, and beyond. They revisit how the show began as a simple networking experiment during a job transition and evolved into a platform for learning, connection, and real human stories behind Customer Success careers.

Kevin and Roman share their favorite guests and moments—from foundational lessons on P&L and value with Dave Jackson, to onboarding excellence with Donna Weber, to conversations about imposter syndrome with Rachel Provan, and the future of AI and agents with Sam Cummings. They talk candidly about fear, courage, and the reality that neither of them knew the first thing about podcasting when they started.

This episode is a reflective, warm, and occasionally cheeky goodbye to the show in its current form—and a clear pivot point toward what’s coming next for both hosts, their careers, and the evolving world of Customer Success and AI.

Detailed Analysis

From a business and leadership standpoint, this episode is a masterclass in experimentation, courage, and community-building.

1. Turning a career transition into a strategic platform
Kevin initially launched the podcast as a networking tool while navigating a job transition. That decision paid off in multiple ways: expanded visibility, deeper relationships, and a strong professional brand. For leaders and CS professionals, this is a powerful example of turning uncertainty into leverage—using content as a strategic asset rather than just a marketing tactic.

Key takeaways for operators and executives:

• Don’t wait for the “perfect moment” to build a platform—build while you’re in motion.
• Treat visibility, networking, and knowledge-sharing as part of your job, not an optional extra.
• Use long-form conversations to deepen trust with your ecosystem (customers, peers, partners, talent).

2. The Customer Success community as a force multiplier
Roman highlights how generous and open the Customer Success community has been—guests freely sharing their time, their expertise, and even their networks by recommending future guests. This is more than feel-good community talk; it’s a blueprint for modern go-to-market.

Business relevance:

• High-performing CS communities create compounding value: better ideas, stronger talent pipelines, and faster pattern recognition around what works.
• Geographic boundaries matter less when you’re connecting through content; an Atlanta-based duo built a truly global audience.
• Investing in community creates resilience—especially in volatile job markets.

3. Learning as a competitive advantage (and a personal operating system)
A recurring theme in the conversation is learning: Kevin’s love for learning, Roman’s reflections on trying new formats, and the way every guest added another

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AI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation intelligence tools like Chorus for team coaching and customer context gathering, to emerging platforms like Sturdy that analyze unstructured data across email, Slack, and support tickets to identify churn risks and expansion opportunities. John challenges the overhyped notion that AI will replace CSMs, emphasizing instead how it amplifies human capabilities and enables more strategic engagement. The discussion culminates with an intriguing experiment: using custom GPTs for renewal pricing strategy that combines deal structure recommendations with benefit articulation. This customer success playbook episode demonstrates how forward-thinking CS leaders are leveraging AI to scale their impact while maintaining the human connections that drive customer loyalty.

Detailed Analysis

The episode showcases a mature understanding of AI implementation in customer success, moving beyond theoretical possibilities to practical applications with measurable business impact. John's progression from early adoption of Chorus to exploration of comprehensive platforms like Sturdy illustrates the rapid evolution of AI tools specifically designed for CS operations.

The discussion of unstructured data analysis represents a significant leap forward in customer intelligence capabilities. Traditional CS platforms focus primarily on structured data points, but John's experience with AI-powered analysis of emails, support tickets, and communication channels opens new possibilities for early risk detection and opportunity identification. This capability addresses a long-standing challenge in customer success: the inability to systematically analyze the vast amount of unstructured communication that contains critical insights about customer health and growth potential.

John's perspective on AI replacing CSMs demonstrates thoughtful leadership in an era of technological disruption. His emphasis on AI as an enabler rather than a replacement aligns with successful digital transformation strategies across industries. The human element remains crucial for building trust, navigating complex customer relationships, and making nuanced decisions that require emotional intelligence.

The custom GPT experiment for renewal pricing represents the frontier of AI applications in CS operations. This use case demonstrates how AI can be trained on specific business contexts to provide both analytical recommendations and strategic guidance, potentially transforming how CS teams approach contract negotiations and renewal conversations.

For CS leaders, this episode provides a roadmap for AI adoption that balances innovation with practical implementation, emphasizing tools that enhance rather than replace human capabilities.

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In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Alok Shukla, co-founder of FunnelStory, to discuss how AI and data analytics are revolutionizing customer success. FunnelStory is a platform that provides product funnel intelligence to optimize conversion, adoption, renewal rates, and revenue growth for software companies.

Alok shares his journey from a two-decade career in cybersecurity to launching FunnelStory, driven by the challenge of processing diverse customer data to make informed decisions. The conversation delves into how FunnelStory leverages AI to enhance customer journeys, identifies and addresses bottlenecks, and provides key benefits and ROI for companies automating their customer lifecycle management.

Listeners will gain insights into FunnelStory's AI-driven approach to improving customer segmentation and targeting, predicting customer behavior and outcomes, and the democratization of analytics through a revenue chatbot. Alok also highlights real-world examples of FunnelStory's success in optimizing customer journeys for clients, emphasizing the platform's ability to rapidly integrate and analyze data, providing immediate value.

Tune in to learn how FunnelStory is setting new standards in the customer success industry, enabling teams to achieve faster onboarding, better adoption, and proactive retention strategies.

Key Points:

1. Introduction of Alok Shukla and FunnelStory.
2. Alok’s background in cybersecurity and the transition to customer success.
3. How FunnelStory leverages AI to optimize customer journeys.
4. The importance of rapid data integration and visibility.
5. Predicting customer behavior and outcomes with AI.
6. Real-world success stories of FunnelStory’s impact.

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In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger are joined by Rachel Provan, founder and CEO of Provan Success. Rachel, a top 25 customer success leader turned brain-based CS leadership coach, shares her expertise on a pressing issue many professionals face: imposter syndrome.

Listeners will gain valuable insights into managing their own imposter syndrome and learn actionable steps to support their teams in navigating these challenges. Rachel's blend of personal anecdotes, professional experience, and practical advice makes this episode a must-listen for anyone in the customer success industry.

Key Points and Themes

1. Definition and Recognition: Rachel explains what imposter syndrome is and how it manifests in professional settings.
2. Psychological Insights: Understanding the brain's role in creating imposter syndrome and the common cognitive distortions that exacerbate it.
3. Practical Strategies: Techniques such as deep breathing, journaling, and breaking tasks into manageable steps to combat imposter syndrome.
4. Leadership and Team Building: How leaders can identify and address imposter syndrome in their teams, fostering a culture of openness and support.
5. Time Management: The importance of focused, strategic work periods and maintaining boundaries to enhance productivity and reduce stress.

Understanding Imposter Syndrome: Rachel starts by defining imposter syndrome as a common psychological phenomenon where individuals doubt their abilities and fear being exposed as frauds. This feeling often arises when professionals step into new roles or face new challenges, causing them to question their competence despite their achievements.

Brain Science and Cognitive Distortions: Rachel delves into the brain science behind imposter syndrome, explaining how our minds create false narratives to protect us. She highlights cognitive distortions such as black-and-white thinking, discounting the positive, and fortune-telling, which can lead individuals to underestimate their capabilities.

Combatting Imposter Syndrome: Practical strategies are a focal point of the discussion. Rachel advocates for techniques like deep breathing to increase tolerance to stress, writing down thoughts to gain perspective, and using the belief scale to gradually shift self-perceptions. These methods help individuals interrupt negative thought patterns and build confidence over time.

Creating a Supportive Team Environment: For leaders, recognizing imposter syndrome in team members is crucial. Rachel emphasizes the importance of one-on-one meetings, fostering open communication, and creating a safe space for employees to share their struggles. Encouraging team members to discuss their failures and learn from them without fear of judgment helps build resilience and confidence.

Effective Time Management: Rachel introduces the Focus Formula, a time management strategy that involves dedicating one hour each day to a strategic initiative. This approach helps professionals make consistent progress on important goals without being overwhelmed by da

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In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger sit down with Ravi Bulusu, the co-founder and CTO of TheLoops. Ravi shares insights on how TheLoops, an AI-driven intelligence support operations platform, is revolutionizing customer support by providing real-time data integration and analytics. He explains the platform's ability to act as an AI layer on top of existing support systems, enhancing both agent efficiency and managerial oversight. The discussion delves into the practical applications of AI in support operations, the integration process, and the future of AI in customer support.

Detailed Analysis and Insights

Key Themes:

1. AI Integration in Customer Support:
   • TheLoops enhances existing ticketing systems with AI capabilities, offering real-time data integration and analytics.
   • Ravi emphasizes the importance of having an AI layer to aid agents and managers in resolving complex customer issues by aggregating data from various sources such as CRM and escalation data.
2. Data Utilization and Real-Time Insights:
   • The platform creates a customer engagement graph that provides real-time insights to agents and managers.
   • By unifying disparate data sources, TheLoops enables support agents to access necessary information quickly, improving resolution times and customer satisfaction.
3. Enhanced Agent and Manager Roles:
   • For agents, TheLoops aggregates historical case data and knowledge articles, providing actionable insights and resolution steps within a single panel.
   • Managers benefit from predictive analytics that highlight at-risk customers and identify trends, enabling proactive management of support operations.
4. Automation and Efficiency:
   • TheLoops facilitates the automation of repetitive tasks, allowing agents to focus on more complex issues.
   • By predicting escalations and providing actionable recommendations, the platform helps in optimizing support workflows and reducing operational inefficiencies.
5. Onboarding and Implementation:
   • TheLoops offers a structured onboarding process, integrating with existing support systems and ensuring data accuracy.
   • Ravi outlines the typical implementation timeline, highlighting the quick turnaround from integration to operational use.
6. Future of AI in Customer Support:
   • Ravi predicts that AI will play an increasingly significant role in automating support functions, aiming for up to 80% automation in the next five years.
   • The discussion touches on the evolving nature of AI and its potential to handle more complex support tasks, thus augmenting human agents' roles.

Business-Relevant Insights:

• ROI and Scalability: TheLoops provides significant value by reducing the time agents spend on data gathering and allowing managers to focus on strategic decision-making. The platform's ROI calculator can help businesses understand the potential financial benefits.
• Customer Experience: By providing timely and accurate support, TheLoops enhances overall customer sati

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In this episode of the Customer Success Playbook podcast, we're excited to host Samuel Cummings, CEO of DataPlant, who is at the forefront of revolutionizing customer success through AI and data science. Samuel shares his fascinating journey from being a data scientist at Gainsight and LinkedIn to founding DataPlant, a company dedicated to tackling the challenge of scaling personalized customer engagement.

Join us as Samuel delves into:

• The evolution of customer success from reactive support to proactive, data-driven strategies.
• How DataPlant synthesizes complex data to create hyper-personalized messaging.
• The critical importance of digital empathy in managing a growing number of customer accounts.
• Real-world examples of DataPlant's impact, including their work with Restaurant 365.
• Predictions for the future of customer success and the transformative role of AI.

Samuel's deep expertise and innovative perspective offer valuable insights and practical strategies for anyone involved in customer success. Don't miss this engaging episode that explores how DataPlant is changing the game and what the future holds for customer success.

HTTP://www.dataplant.com
https://www.ai4diversity.org/podcast/episode/1a1b4367/ai4diversity-meets-aura-or-ai4diversity-podcast-32

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In this episode of the Customer Success Playbook podcast, we welcome Peter Ord, Founder and CEO of GuideCX, to discuss the future of customer onboarding and implementation. GuideCX is revolutionizing the way companies handle customer onboarding, making it smoother and more effective through its innovative platform.

Peter shares his journey of building GuideCX, the challenges faced, and the critical role of technology in enhancing the customer experience. He delves into the significance of transparency, communication, and efficient processes in onboarding. This conversation is packed with actionable insights and practical tips that will help you elevate your customer success strategies, improve customer satisfaction, and boost loyalty.

Whether you are a seasoned customer success professional or new to the field, this episode will provide you with valuable knowledge and inspiration. Don’t miss out on Peter’s expert advice on leveraging technology to streamline onboarding and enhance the overall customer experience.

Tune in to gain insights that will transform your approach to customer success!

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In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Nik Mijic, founder of Matik, to discuss innovative solutions for automating data-driven content creation. Matik's platform simplifies the generation of personalized metrics, text, tables, and charts for presentations, enabling customer success teams to focus more on strategic initiatives and less on manual data gathering.

Nik shares his journey from LinkedIn to founding Matik, inspired by the need for tools that can scale data insights across sales and customer success teams. He explains how Matik integrates with various data sources such as Salesforce, Snowflake, and Tableau, and how it delivers significant ROI by saving time, improving productivity, and ensuring consistent, data-driven narratives.

Listeners will learn about the implementation process of Matik, the various connectors it supports, and the AI-powered features that provide actionable insights from data. Nik also highlights the success of their recent Scale+ CS Summit and shares his vision for future events.

Join us for this insightful conversation and discover how Matik is transforming the way customer success teams operate.

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Get ready for an exhilarating episode of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger take you on a journey through the latest buzz in the customer success world.

First up, they recount the smashing success of their inaugural Customer Success Playbook Pickleball event. From MVP Dave Ellen's killer serves to Keith Hanks' impressive debut, and the towering presence of Justin Chappelle, this event was packed with excitement and talent. Kevin and Roman discuss the possibility of taking this event nationwide, envisioning a future where customer success professionals unite on the pickleball court.

But that's not all! The hosts dive into the upcoming Matik Scale + Customer Success Summit, highlighting must-attend sessions and star-studded speakers like Dan Eniss from monday.com, Amelia Danzica from Growth Molecules, and Rachel Provan, founder and CEO of Provan Success. They also hint at future podcast guests, including Nick, the CEO of Matik, and share their excitement about the wealth of knowledge these sessions promise to deliver.

With the summer heating up, Kevin and Roman are not taking a break. They're ramping up with a lineup of incredible guests and engaging topics. 

Don't miss out—subscribe now to stay updated on all the latest episodes and join the conversation on LinkedIn. Get ready for a summer of growth, learning, and plenty of pickleball fun!

Highlights:

• Recap of the first Customer Success Playbook Pickleball event.
• Insights into the Matik Scale + Customer Success Summit.
• Engaging discussions on scaling customer success operations and unlocking efficiency.

Join us for an action-packed episode filled with insights, community stories, and the latest trends in customer success. Subscribe and stay connected!

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Welcome to Season 2, Episode 17 of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger review the latest in customer success news and insights. They discuss standout articles on leadership within CSM roles, including a piece by Marcus Wrench on how high-performing CSMs embody leadership qualities. The episode also features a video post by Justin Chappelle on B2B customer experience and evolving survey methodologies.

Kevin shares his experience at the Gainsight Pulse conference, highlighting Gainsight's "Human-First AI" initiative and its impact on the customer success landscape. The hosts delve into the balance between automation and human-centered approaches, discussing the implications for the workforce and customer engagement.

Looking ahead, the podcast teases upcoming episodes with exciting guests like Nik Mijik from Matik, Sam Cummings from DataPlant, and Peter Orr from GuideCX. They discuss innovations in data utilization, AI-driven customer success strategies, and onboarding automation.

Finally, they invite listeners to the upcoming Atlanta Customer Success Playbook Pickleball game, promising a fun day of networking and community building.

Tune in for a comprehensive week in review, thought-provoking discussions, and a sneak peek at what’s next in the world of customer success. Don’t miss it!

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In the latest episode of the Customer Success Playbook Podcast, Kevin Metzger recapped his recent trip to St. Louis for the Gainsight Conference. The episode covered his experiences from networking events to insightful sessions on AI and customer success strategies. Highlights included discussions on Gainsight’s roadmap, innovative AI projects, and strategic planning for customer success initiatives. Kevin emphasized the importance of networking, shared key takeaways from various sessions, and is excited about upcoming guests for the podcast.

Detailed Analysis and Business-Relevant Insights

Networking and Community Engagement

Kevin’s trip began with a networking happy hour hosted by James from Atlanta Customer Success and Growth Molecules. Such events are crucial for fostering connections within the customer success community, allowing professionals to share experiences and insights. The value of these interactions cannot be overstated as they often lead to collaborations and new business opportunities.

AI and Customer Success: Gainsight’s Vision

The conference's main focus was on AI’s role in customer success. Gainsight CEO Nick opened the event with a session highlighting the company’s AI initiatives. Kevin noted the emphasis on AI-driven tools designed to enhance customer interactions and streamline success strategies. The demo showcased both current capabilities and future developments, reflecting the rapid integration of AI in customer success.

Vanessa Gotti from OpenAI also presented, providing insights into AI’s potential in customer success. Her sessions underscored the transformative impact of AI, from personalized customer interactions to predictive analytics. For businesses, adopting AI tools can lead to more efficient processes, improved customer satisfaction, and ultimately, better retention rates.

Project Prioritization and Implementation: LinkedIn’s Approach

A particularly enlightening session was presented by LinkedIn representatives, who discussed their project prioritization framework. This included evaluating project proposals based on potential impact and feasibility. They introduced "Project Stitch," an AI-driven initiative aimed at providing personalized guidance at scale. This project involved extensive prompt engineering and testing to ensure accuracy and reliability in automated customer interactions.

For businesses, the key takeaway is the importance of a structured approach to project management, especially when integrating new technologies like AI. Prioritizing projects that offer significant returns and aligning them with strategic goals can drive innovation while maintaining operational efficiency.

Customer Success and Financial Metrics

Jay Nathan’s session on understanding customer success from a P&L perspective was another highlight. He illustrated how changes in customer success strategies directly impact financial metrics such as gross margin and lifetime value (LTV). By linking customer success initiatives to tangible financial outcomes, businesses can better justify investments in this area and demonstrate their value to stakeholders.

Upcoming Guests and Future Event

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In the recent episode of the "Customer Success Playbook" podcast, hosts Roman Trebon and Kevin Metzger delved into a week filled with personal anecdotes, customer success strategies, and community-building within the industry. Key discussions included the power of root cause analysis in business operations, the significance of customer success managers (CSMs), and the various events highlighting the appreciation for CSMs. 

The Importance of Root Cause Analysis in Business Success

One of the episode's central themes was the application of root cause analysis (RCA) not just in technology but across all business processes. Kevin emphasized how RCA is crucial for identifying issues that may not necessarily be tech-related but are often embedded within business processes. This approach is fundamental for businesses looking to sustain growth and efficiency, as it helps in pinpointing problems and formulating strategic solutions that prevent recurrence.

Celebrating Customer Success Managers

The conversation also highlighted "CSM Appreciation Week" organized by Churn Zero, showcasing the industry’s recognition of the hard work and dedication of customer success managers. This event is pivotal in reminding organizations of the value of regularly appreciating their CSMs, akin to celebrating Mother's Day, as mentioned by the hosts. Such initiatives not only boost morale but also reinforce the importance of customer success in reducing churn and enhancing customer satisfaction.
Check out: Churn Zero CSM Appreciation Week

Business Insights and Forward-Looking Strategies

Throughout the episode, Roman and Kevin explored various forward-looking strategies that companies can adopt. For instance, Greg Danes's customer results strategy template CRS Guide (usrfiles.com)  was mentioned as a valuable tool for businesses aiming to align technology solutions with customer needs effectively. 

Additionally, discussions on the onboarding of new users in existing accounts suggested a significant area for development in many organizations, pointing towards the need for improved training and resource allocation. Check out Donna's discussion which we point to the episode - Do you formally onboard new users in existing accounts?

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Wednesday brings the burning question that divides CS and sales teams everywhere: who should own expansion revenue? John Huber tackles this contentious topic with nuanced insights drawn from his experience managing both dedicated CS-led expansion models and hybrid partnership approaches. Rather than offering a one-size-fits-all answer, John presents a thoughtful framework for determining the optimal structure based on deal complexity, sales cycle length, and organizational maturity. He shares specific examples of successful implementations, including a sophisticated model where CSMs handled straightforward upsells and renewals while account executives managed complex expansion opportunities. The discussion dives deep into compensation structures, forecasting methodologies, and the critical importance of clearly defining roles to avoid territorial conflicts. This customer success playbook episode provides practical guidance for leaders struggling to optimize their expansion strategy without sacrificing customer relationships.

Detailed Analysis

This episode addresses one of the most politically charged topics in revenue operations: expansion ownership. John's approach demonstrates sophisticated thinking about organizational design, moving beyond simple "CS versus Sales" debates to examine the underlying factors that should drive structural decisions.

The hybrid model John describes represents an evolution in CS thinking, recognizing that different types of expansion opportunities require different skill sets and engagement approaches. His 70/30 compensation structure (70% quota-oriented, 30% experience-focused) within the variable component offers a practical framework for balancing commercial accountability with customer-centric behaviors.

Particularly valuable is John's emphasis on forecasting churn and renewal business with the same rigor as new logo acquisition. His practice of conducting detailed risk assessments 4-5 months before fiscal year start demonstrates the proactive mindset required for successful renewal management. The recommendation to begin renewal conversations 12 months in advance challenges the reactive approach many organizations take to customer retention.

The discussion also highlights the importance of cross-functional partnerships, especially between CS and finance teams, in developing accurate forecasting models. John's collaborative approach with his CFO shows how CS leaders can elevate their strategic influence by speaking the language of business operations.

For revenue leaders, this episode provides a decision-making framework for expansion ownership that considers deal complexity, resource allocation, and organizational capabilities rather than defaulting to territorial thinking.

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Introduction:
In Season 2, Episode 14 of the "Customer Success Playbook" podcast, Kristi Faltorusso, Chief Customer Officer at Client Success, shares her journey of developing a c community. Her candid discussion covers the initial aspirations, the stumbling blocks encountered, and the strategic pivot towards relaunching the community.

Summary of Key Points:

1. Initial Strategy and Challenges:
   • Faltorusso envisioned a community exclusively for Client Success customers, aiming to foster connections and provide unique content.
   • The initial setup was robust, with significant investments in technology and content, but lacked a dedicated owner for ongoing management, leading to the community's gradual decline.
2. Lessons Learned and Pivot:
   • The key takeaway from the initial failure was the critical need for dedicated community management.
   • The relaunch focuses on more realistic engagement metrics and segmented strategies based on customer tiers, emphasizing accountability and sustained interaction.
3. Future Plans and AI Integration:
   • Looking ahead, Client Success plans to integrate AI to enhance community engagement and content relevancy, aiming to foster a self-sustaining ecosystem where customers contribute actively.
   • Kristi discusses the 5 P's related to AI
     • Proactive - Anticipating customer needs and actions before they occur.
     • Predictive - Using data to predict outcomes and customer behaviors.
     • Productive - Enhancing productivity for customer success teams through automation and efficient processes.
     • Prescriptive - Providing specific recommendations and actions to customer success teams.
     • Personalized - Tailoring experiences and interactions to individual customer profiles and preferences.

Detailed Analysis:

• Business Relevance:
  • Building a specialized community can significantly enhance customer loyalty and retention, especially when tailored to the needs and behaviors of specific user segments.
  • The detailed account of challenges and adjustments provides a roadmap for other businesses in the customer success industry, highlighting the importance of adaptability and precise goal-setting.
• Strategic Insights:
  • The shift towards AI and targeted accountability suggests a move towards more personalized and proactive customer engagement strategies.
  • Businesses can draw parallels to their community engagement strategies, considering the balance between technological integration and human oversight.
• Conclusion:
  Kristi Faltorusso’s experience underscores the complexity of building a successful customer community. The insights shared not only pave the way for Client Success's future strategies but also serve as a valuable lesson for similar businesses aiming to enhance their customer engagement through community-building.

You can find Kristi at https://www.kristifaltorusso.com/

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Summary:
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the shifting landscape of customer success (CS). The discussion highlighted several pivotal trends:

1. Increasing Importance of CS: The surge in attendance at CS events like the Totango Summit reflects the growing significance of customer success roles in businesses.
2. Role Rebranding Impacts Talent Acquisition: A noteworthy shift in job titling from 'program manager' to 'customer success' in Oklahoma led to a dramatic increase in the quality and quantity of applicants, emphasizing the attractiveness of the CS label.
3. Community and Learning: Events and webinars, such as those hosted by Success Coaching and Client Success, are pivotal for professional growth and networking within the CS community.
4. Innovative Tools and Models: The discussion covered new frameworks and tools that facilitate CS operations, including a new customer value framework by Sixth Sense and automation tools by Matik, which enhance efficiency in creating customer engagement materials.

Analysis:
The conversation between Trebon and Metzger provides insights into the evolution of customer success as a pivotal element of modern business strategy. As companies increasingly recognize the value of CS, there's a notable shift towards more strategic and data-driven approaches in managing customer relationships. This transformation is evidenced by the integration of advanced tools and methodologies that streamline operations and enhance customer engagement.

Evolving Job Roles and Titles: The change from 'program manager' to 'customer success' not only highlights the dynamism of job roles but also reflects a strategic repositioning that companies are adopting to attract talent. This rebranding signifies a broader shift in the job market and applicant pool towards the CS branding.

Professional Development and Networking: The emphasis on CS-related events and webinars underscores the importance of continuous learning and community engagement in professional growth. These platforms provide invaluable opportunities for sharing best practices, learning from industry leaders, and forging beneficial networks.

Technological Advancements: The adoption of new tools like the customer value framework by Sixth Sense and automation solutions by MatiK demonstrates the industry’s shift towards leveraging technology to enhance the efficiency and effectiveness of CS operations. These innovations not only save time but also allow CS professionals to focus on strategic activities that directly impact customer satisfaction and retention.

In conclusion, the episode from the Customer Success Playbook Podcast vividly illustrates the evolving nature of customer success roles within the corporate landscape, highlighting the importance of strategic positioning, community building, and technological integration in mastering the art of customer success.

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Angeline Kish, Director of Customer Success at VMware by Broadcom, shared her insights on diversity, equity, and inclusion (DEI). As a recognized leader in customer success and DEI strategies, Angeline has been instrumental in launching influential programs like Stanford's "Influence Circles" aimed at promoting a more inclusive work environment.

Summary of Key Points

Angeline Kish’s efforts at VMware highlight the significance of DEI initiatives in creating a balanced and inclusive workplace. She emphasized the role of leadership in embedding DEI into the corporate culture, explaining how programs are structured to foster awareness and facilitate discussions on diversity and inclusion. She also touched upon the practical aspects of integrating these insights into everyday business practices, such as:

• Recruitment: Implementing diverse hiring panels and strategies to ensure a varied workforce.
• Training Programs: Utilizing resources like Stanford's educational videos to address topics relevant to workplace inclusivity.
• Engagement: Maintaining high participation in DEI programs despite busy schedules by offering flexible involvement options.

Detailed Analysis and Business-Relevant Insights

Strategic Implementation of DEI Initiatives: Angeline’s approach at VMware underscores the importance of strategic planning in DEI efforts. By aligning these initiatives with corporate goals and obtaining robust leadership support, VMware has been able to integrate DEI into its core operations effectively. This strategic alignment ensures that DEI efforts are not just symbolic but are impactful and sustainable.

Impact on Corporate Culture: The influence of DEI initiatives on corporate culture is profound. By promoting inclusivity, companies are likely to see enhanced employee satisfaction and retention. Diverse teams bring a variety of perspectives that can lead to innovative solutions and a deeper understanding of customer needs, thereby improving client relationships and business outcomes.

Challenges and Solutions: One of the main challenges discussed was maintaining engagement in DEI programs. VMware addressed this by adjusting attendance requirements and providing various time slots to accommodate different schedules and time zones, showcasing a practical solution to improve participation rates.

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Tune in and listen to our new special episode Customer Success Playbook Anthem Rock 1.

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In the ever-evolving landscape of customer success, the latest edition of the Customer Success Playbook podcast, hosted by Roman Trebon and Kevin Metzger, delved into crucial strategies for enhancing customer success metrics, leveraging LinkedIn insights, and understanding the multifaceted aspects of leadership and data-driven decision-making. The discussions provided valuable insights into addressing common challenges in customer success through innovative approaches and thoughtful leadership.

Key Points and Themes

• Data-Driven Decision Making: A critical highlight of the conversation was the emphasis on the pitfalls of relying solely on average churn rates for decision-making. The discussion underscored the significance of looking beyond simplistic metrics to understand churn and its impact on business. This involves considering the non-linear nature of churn rates, the errors introduced by period calculations, and the uncertainties of small sample sizes.
• Prescriptive Leadership: The conversation transitioned to the concept of prescriptive leadership in customer success, advocating for a proactive approach to leadership that focuses on setting direction, aligning teams, and empowering employees. This strategy emphasizes the importance of enhancing customer experiences, making data-driven decisions, and balancing short-term and long-term goals.
• Empowering Customer Success Managers (CSMs): Another focal point was the empowerment of CSMs with the knowledge and tools to make informed decisions. This involves a comprehensive understanding of customer dynamics and adopting a proactive rather than reactive approach to managing customer relationships.
• Leveraging AI in Customer Success: The podcast also touched on the upcoming customer success event featuring discussions on AI's role in driving efficiencies, personalization, and expanding reach to augment the customer experience. This segment highlighted the growing importance of AI in shaping future customer success strategies.

Detailed Analysis and Business Insights

• Beyond Average Churn Rates: Businesses must adopt a more nuanced approach to analyzing churn. Understanding the specific reasons behind churn, rather than relying on averaged data, can unveil actionable insights for improving customer retention strategies. This requires a deep dive into customer behaviors, segment-specific churn trends, and the integration of probabilistic models to predict future churn rates more accurately.
• The Role of Prescriptive Leadership: In the dynamic field of customer success, leadership plays a pivotal role in guiding teams toward achieving business objectives. Prescriptive leadership, with its focus on clarity of direction, alignment of goals, and employee empowerment, is essential for fostering an environment where innovation and customer-centric strategies thrive. Businesses should invest in leadership development programs that emphasize these aspects to drive sustainable growth.
• AI's Expanding Influence: The integration of AI into customer success processes presents a promising avenue for enhancing cust

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Navigating the Landscape of Customer Success: Insights from Kevin and Roman's Discussion with Chad Estes

Executive Summary:

In a recent insightful dialogue, Kevin Metzger and Roman Trebon delved into the realm of customer success, spotlighting the critical role of Key Performance Indicators (KPIs) in driving business growth. Their conversation with Chad Estes, a notable figure from Canvas AI, underscored the importance of meticulously selected KPIs in steering customer success strategies. This blog post encapsulates the pivotal themes from their discussion, offering a deep dive into effective KPI management, innovative client engagement techniques, and the significance of adaptability in the customer success sector.

The Vitality of KPIs in Customer Success:

The discourse opened with a focus on the indispensable role of KPIs within Canvas AI, as shared by Chad Estes. The emphasis on Annual Revenue Retention (ARR), Gross Revenue Retention (GRR), and the pursuit of a 120% growth target despite churn, illustrates a strategic approach to measuring and enhancing customer value and company growth. Such metrics serve as the backbone for evaluating customer success and inform strategies to foster client loyalty and business expansion.

Client Engagement and Usage Monitoring:

A significant highlight from the conversation was the innovative approach to tracking client engagement and usage patterns. By analyzing open-ended feedback and monitoring usage trends, Canvas AI can identify early adoption benefits and potential service disengagement. This proactive stance on client management not only enhances customer satisfaction but also propels the longevity of client relationships, illustrating the profound impact of data-driven insights on customer success.

The Diversity of Success Metrics:

The discussion also touched upon the variability and specificity of success metrics across different businesses. The realization that there is no "silver bullet" metric for customer success underscores the necessity for companies to tailor their KPIs to their unique operational contexts and customer interaction modes. This bespoke approach ensures that metrics are genuinely reflective of and conducive to achieving the company's strategic objectives.

Community Insights and Collaborative Growth:

The enriching experience shared by Kevin and Roman at the Atlanta Customer Success Conference. Through engagements with industry professionals and discussions on emerging trends like AI integration in customer success, the event highlighted the vibrant community's dedication to collaborative learning and innovation.

Conclusion:

The exploration into the intricacies of customer success with Kevin Metzger, Roman Trebon, and Chad Estes reveals the dynamic nature of KPIs and client engagement strategies in fostering business growth. It highlights the necessity for adaptability, precise metric selection, and the power of community in navigating the evolving landscape of customer success. Businesses are encouraged to heed these insights, refining their approaches to customer success to en

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In this episode of the Customer Success Playbook Podcast we feature an insightful conversation with Chad Estes, EVP of Customer Success at Canvs.AI. The discussion revolved around key performance indicators (KPIs) that are paramount for assessing and guiding customer success, relationships, and business results. Estes shared his perspective on five essential KPIs, emphasizing the importance of aligning team member incentives with company objectives. He also shed light on the significance of understanding customer usage and the strategic implementation of AI technologies to foster efficiency and insights within customer success practices.

KPIs at the Heart of Customer Success

Estes highlighted several KPIs critical for B2B SaaS organizations, including Annual Recurring Revenue (ARR), Gross Revenue Retention, Net Revenue Retention, customer usage pacing, and the automation of data usage. These metrics serve as the cornerstone for understanding and improving business health and how we are meeting customer objectives. 

Leading Indicators and Customer Engagement

Estes introduced two innovative metrics specific to Canvs.AI: customer usage pacing and usage automation. These leading indicators help predict customer satisfaction and likelihood of renewal by assessing how well customers are utilizing the contracted services. Estes emphasized the importance of setting realistic expectations during the onboarding process and continuously monitoring usage to ensure customers are achieving their desired outcomes.

The Role of AI in Enhancing Customer Success

AI technologies are transforming the customer success landscape by automating routine tasks, providing actionable insights, and enabling personalized customer interactions. Estes discussed the potential of AI to improve technical efficiency, streamline customer support, and guide CSMs towards impactful actions based on data-driven insights. He expressed a desire to see future advancements where AI can proactively suggest areas of focus for customer success managers, further enhancing their ability to drive value for customers.

Business-Relevant Insights

1. Strategic Alignment: Aligning KPIs with company goals and customer expectations is essential for fostering long-term customer relationships and business growth.
2. Customer Engagement: Monitoring and encouraging optimal usage of services can significantly impact customer satisfaction and retention.
3. AI Integration: Implementing AI technologies can streamline operations, provide deeper insights, and enable a more personalized and efficient customer success strategy.

Conclusion

The discussion with Chad Estes on the Customer Success Playbook Podcast underscored the importance of strategic KPI monitoring and the innovative use of AI in driving customer success. As businesses continue to navigate the complexities of customer relationships, these insights offer valuable guidance for enhancing customer engagement and achieving sustainable growth.

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Summary

In a riveting episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding with guest Donna Weber, renowned author of "Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champions." Weber shares her profound insights on the importance of effective customer onboarding, highlighting it as a critical phase where customer loyalty and success are solidified. The conversation explores practical strategies, common pitfalls, and the impact of onboarding on customer loyalty and company growth.

The Details

The Significance of Customer Onboarding: Donna Weber emphasizes the foundational role of customer onboarding in establishing long-term customer success and loyalty. She argues that the renewal and deepening of customer relationships are rooted in the initial onboarding experience, challenging companies to rethink their approach to engaging new customers.

Practical Frameworks and Strategies: Weber provides listeners with actionable advice derived from her extensive experience consulting for various organizations. She introduces the "Orchestrated Onboarding" framework, a comprehensive guide to creating successful onboarding programs that cater to diverse customer needs while avoiding common mistakes.

Measuring Onboarding Impact: The discussion also covers the necessity of quantifying the outcomes of onboarding efforts, suggesting metrics and approaches to assess how well customers are integrated into a company's ecosystem and how these initiatives contribute to overall growth.

Customer and Company Alignment: A key takeaway from the podcast is the importance of aligning customer expectations with company offerings right from the start. Weber highlights the need for transparency and collaboration between sales, customer success, and the customer to ensure a seamless transition and mutual understanding of value.

Charging for Onboarding: An intriguing aspect of the conversation is the debate around charging for onboarding services. Weber makes a compelling case for why paid onboarding can lead to more engaged and committed customers, drawing parallels to personal investments in gym memberships as a metaphor for the value perceived when customers pay for onboarding.

Visit Donna at https://www.donnaweber.com/

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In the dynamic world of customer success, identifying and leveraging key performance indicators (KPIs) is crucial for driving growth and ensuring the longevity of customer relationships. The recent episode of the Customer Success Playbook podcast, featuring co-hosts Kevin Metzger and Roman Trebon, delves into this critical topic, offering valuable insights into the metrics that truly matter in customer success.

Key Points & Themes:

• Focus on KPIs: The discussion centers on identifying the most impactful KPIs for customer success, highlighting the importance of metrics such as revenue growth, customer churn, and customer lifetime value (CLV).
• Revenue Growth vs. Customer Churn: While revenue growth is essential, the conversation shifts to recognize customer churn as a vital, albeit indirect, indicator of success, impacting the pace at which revenue can grow.
• Customer Lifetime Value (CLV): Kevin Metzger elevates CLV as the paramount metric, arguing that optimizing CLV is key to enhancing revenue and ensuring customer satisfaction over time.
• The Role of Feedback: The dialogue acknowledges the value of Net Promoter Scores (NPS) and customer satisfaction (CSAT) scores, not just as metrics but as tools for gathering actionable feedback to drive improvement.
• Simplification and Actionability: Both speakers emphasize the importance of keeping KPIs straightforward and actionable, ensuring they lead to informed decision-making and tangible outcomes.

The podcast episode sheds light on the nuanced understanding of KPIs within the customer success domain. It underscores the need for a balanced approach that considers both quantitative metrics, like CLV and revenue growth, and qualitative feedback, such as NPS and CSAT scores. This blend allows businesses to not only track their performance but also to stay closely aligned with customer needs and expectations.

Furthermore, the discussion about the importance of aligning metrics with business goals and the actionable nature of data points towards a strategic approach to customer success. By focusing on metrics that directly influence and reflect the company's objectives, businesses can more effectively drive growth, profitability, and customer satisfaction.

This episode also highlights the evolving role of technology in analyzing and leveraging data. The mention of artificial intelligence (AI) and machine learning (ML) as tools for deepening insights into customer behavior and optimizing strategies points to a future where data-driven decision-making is increasingly sophisticated and impactful.

Conclusion:

The conversation between Kevin Metzger and Roman Trebon offers a comprehensive overview of the essential metrics for customer success. By focusing on key indicators like CLV, revenue growth, and customer churn, and emphasizing the importance of feedback and actionable insights, businesses can ensure their customer success strategies are both effective and aligned with overarching goals.

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We're thrilled to announce the release of our latest podcast episode, where Kevin Metzger sits down with Roman Trebon to unpack the critical elements of customer onboarding. Drawing from a month dedicated to exploring the nuances of this vital process, our guests share invaluable insights into making the onboarding experience a cornerstone of customer success.

🔑 Key Highlights:

• The intricate comparison of onboarding to planning a wedding, emphasizing the importance of meticulous preparation and expectation management.
• Strategies for personalized onboarding packages to meet diverse client needs, ensuring a smooth transition and lasting engagement.
• The role of clear, consistent communication in maintaining momentum and satisfaction after the purchase phase.

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Summary

This episode kicks off a compelling three-part series featuring John Huber, founder of Customer Success Architects, who brings two decades of experience building CS functions across five different SaaS companies. The conversation centers on the fundamental question every growing business faces: how do you launch a customer success function that actually drives results? John shares his battle-tested approach, emphasizing the critical importance of aligning CS initiatives with company-wide strategic objectives rather than jumping straight into tactical execution. Through a fascinating case study involving a massive platform transformation for enterprise pharmaceutical and high-tech manufacturing clients, he demonstrates how proper alignment enabled a successful four-and-a-half-year migration from on-premise to cloud infrastructure without losing a single customer. This customer success playbook episode provides essential groundwork for any organization looking to build or rebuild their CS foundation.

Detailed Analysis

The discussion reveals several strategic insights that challenge conventional CS wisdom. Rather than immediately focusing on hiring CSMs or implementing technology platforms, John advocates for a "strategy-first" approach that ensures every CS initiative ladders up to broader business objectives. This methodology becomes particularly powerful when managing complex transformational projects, as evidenced by his experience migrating enterprise clients from legacy on-premise systems to modern cloud platforms.

The episode highlights three critical success factors for new CS functions: strategic alignment with three-year company vision, cross-functional collaboration (especially with legal and finance teams), and allowing significantly more time than initially estimated for complex transitions. John's approach to contractual restructuring during platform migrations offers valuable lessons for companies navigating similar transformations, particularly the importance of providing financial incentives and flexible contract structures during transition periods.

The conversation also underscores how customer success professionals must evolve beyond traditional support roles to become strategic business partners. John's team successfully positioned platform limitations as innovation opportunities, demonstrating the communication skills necessary to maintain customer relationships during potentially disruptive changes.

For CS leaders and executives, this episode provides a practical framework for launching CS initiatives that deliver measurable business impact while maintaining strong customer relationships throughout complex organizational changes.

Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

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In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding and success strategies with Melissa Caldwell, Vice President of Customer Onboarding and Success at Fluxx, a SaaS grants management platform. The discussion covers the transformative journey Fluxx embarked on to enhance their customer onboarding process, ensuring quicker time to value and a more personalized approach to meet diverse customer needs.

Detailed Analysis:

Melissa Caldwell shared insights into Fluxx's strategic overhaul of its onboarding process, emphasizing the move from a one-size-fits-all approach to a more structured, best practice-led methodology. By introducing tiered onboarding packages, Fluxx addresses the unique needs of its clients, ranging from quick starts to comprehensive, year-long engagements. This customization has allowed Fluxx to streamline processes, improve efficiency, and maintain high customer satisfaction while managing resources effectively.

A key takeaway from the conversation is the importance of setting clear expectations early in the customer journey, from the sales process to onboarding and beyond. Caldwell highlights the integration of onboarding leaders into the sales process to facilitate a seamless transition for customers, ensuring alignment on objectives, timelines, and required resources.

The podcast also explores the role of technology in enhancing the onboarding experience, with specific mentions of tools like Rocket Lane for project management and Pendo for in-product guidance. These tools, alongside a focus on metrics such as utilization rates and scope adherence, have been instrumental in driving Fluxx's onboarding success.

Business-Relevant Insights:

Fluxx's experience underscores the significance of a tailored onboarding process in customer success strategies. For businesses looking to enhance their customer onboarding, key strategies include:

• Customized Onboarding Packages: Tailoring the onboarding experience to different customer needs can significantly improve time to value and customer satisfaction.
• Early and Clear Communication: Integrating onboarding perspectives early in the sales process and maintaining clear communication throughout can help manage expectations and foster a positive customer relationship.
• Leveraging Technology: Utilizing project management and in-product guidance tools can streamline onboarding processes and improve team efficiency.
• Continuous Improvement: Regularly reviewing and adjusting onboarding processes based on customer feedback and implementation retrospectives can drive ongoing improvements.

You can also find Fluxx's podcast here.
And visit their website at Fluxx.io

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In this episode of the Customer Success Playbook Podcast, Roman Trebon and Kevin Metzger delve into the critical topic of customer onboarding. They highlight the significance of this initial stage in a client's lifecycle, emphasizing the potential pitfalls and the importance of a smooth onboarding experience. The dialogue touches on common onboarding challenges, recounting anecdotes of less-than-ideal scenarios. The discussion progresses to explore the potential for standardized processes to enhance the onboarding journey, ensuring a consistent and positive experience. Special mention is made of Melissa Caldwell from Flocks, whose expertise in tailoring onboarding strategies to diverse client needs promises valuable insights. The conversation also addresses the operational aspects of onboarding, such as resource allocation and capacity management, suggesting the exploration of automated solutions to scale operations effectively.

1. The Importance of First Impressions:

• The initial onboarding phase sets the tone for the client's entire journey. A negative experience can sour the relationship, making recovery and trust-building an uphill battle. It's vital to prioritize a smooth, positive onboarding process that aligns with the excitement and expectations set during the sales phase.

2. Leveraging Technology and Automation:

• The discussion around automated onboarding and scaling operations highlights the potential of technology in streamlining processes. Efficient resource allocation and capacity management are crucial for handling multiple clients with varying timelines. Automation can play a pivotal role in standardizing certain aspects of onboarding, freeing up human resources for more complex, personalized tasks.

3. Integration of Customer Success and Onboarding:

• The conversation suggests a trend towards closer integration between customer success and onboarding teams. This alignment is essential as both teams work towards a common goal – guiding the customer from the initial value realization to consistent achievement of their objectives. Recognizing the interconnectedness of these functions can lead to more cohesive strategies and improved customer outcomes.

4. Metrics and Continuous Improvement:

• The emphasis on using metrics and tools for refining onboarding processes is crucial. Continuous monitoring and evaluation allow for the identification of bottlenecks and the implementation of improvements. This data-driven approach ensures that the onboarding process evolves in line with client feedback and changing market dynamics.

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In this episode of the Customer Success Playbook, Kevin and Roman discuss the topic for January: Navigating the First 90 Days as a Customer Success Leader.  This month they talked with Marcus Vasell and discussed his Customer Success Maturity model in their interview. Reviewing how an organization moves from Crawl to Run across it's processess, People and technology. 

Kevin and Roman also discussed the article they published 

The article is broken down into:
First 30 Days - Knowledge Collection: Dive deep into your company's products, services, and customer needs. Establish a foundation for informed decision-making.

Days 31-60 - Strategy Development: Analyze the gathered data to form robust CS strategies, focusing on customer segmentation, journey mapping, and team organization.

Days 61-90 - Execution and Future Planning: Implement strategies with a clear vision, ensuring scalability and adaptability for the CS team.

✨ The guide emphasizes the importance of continuous improvement and adaptation in the ever-evolving business landscape. It's not just about strategies but also about building relationships and understanding customer needs.

Learn more about it in this podcast and check out the article here. 

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In the recent episode of the Customer Success Playbook podcast, Roman T. and Kevin M. hosted Marcus Vassell, a seasoned professional in customer success. The discussion primarily focused on Marcus's model for evaluating and advancing the maturity of customer success operations in organizations.

Marcus Vassell outlined a three-stage evolutionary framework – Crawl, Walk, and Run – to assess and enhance a company's customer success maturity. Each stage represents a distinct level of organizational alignment with customer success principles, moving from a siloed approach to a customer-centric and finally to a customer-obsessed culture. Key takeaways include:

1. Crawl Stage: Characterized by siloed operations where departments operate independently without a unified customer success approach.
2. Walk Stage: A transition to a more customer-centric culture, integrating customer success into all departments.
3. Run Stage: The ultimate goal where organizations are fully customer-obsessed, utilizing technology proactively and maintaining a symbiotic relationship across all departments.

Marcus emphasized the importance of executive buy-in, cross-functional collaboration, continuous monitoring and measuring of KPIs, and agile implementation as crucial factors in advancing through these stages.

Analysis and Business-Relevant Insights

For businesses today, the journey from a product-focused to a customer-centric approach is imperative. Marcus Vassell's maturity model offers a structured pathway for organizations to follow. Here's an analytical deep dive:

• Strategic Alignment and Executive Buy-in: Crucial for transitioning through the maturity stages. Without leadership support, efforts to enhance customer success are often fragmented and ineffective.
• Cross-Functional Collaboration: Essential for breaking down silos. Sales, marketing, product development, and support must work together towards common customer-centric goals.
• Data-Driven Decision Making: Companies must leverage customer feedback and performance data to adapt strategies. This approach is vital in the 'Run' stage, where AI and technology play significant roles in predicting customer needs.
• Customization of Customer Journeys: Understanding that one size does not fit all in customer success. Tailoring experiences based on customer segmentation can lead to higher satisfaction and retention rates.
• Continuous Learning and Adaptation: The stages of maturity are not just linear progressions but require constant refinement and adaptation to changing customer needs and market dynamics.

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Welcome to the first episode of Season 2 of the Customer Success Playbook. January 2024. In this episode we preview the month of January topic. The 30/60/90 day plan when entering a company. We aslo preview the January guest of the month Marcu Vasselle. Marcus wrote an article about the customer success maturity model he defined and we discuss how that applies to building your plan. 

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In this episode of the Customer Success playbook Kevin Metzger and Roman Trebon discuss launching the podcast, their guests in 2023, Highlights from the year and preview 2024.  Happy Holidays. 

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In this episode of The Customer Success Playbook Podcast Post Game show, Kevin and Roman discuss the interview with Andrew Marks from Success Hacker. They discuss the value of customer success certification and how Success Hacker's certification programs, is recognized by the same certification program that certifies  Oxford University, and how it contributes to professional development in this field. Roman Trebon, co-host, also shares his experience with Success Hacker's training and its impact on his career. The episode explores the importance of continuous learning and development strategies in customer success, with insights on the role of training in enhancing customer engagement and satisfaction.

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The episode of The Customer Success Playbook Podcast featuring Andrew Marks provides a comprehensive insight into the value of customer success certification and the role of Andrew's company, Success Hacker, in shaping the customer success landscape. The host, delves into various aspects of customer success training and development, highlighting the importance of continuous learning in this rapidly evolving field.

Andrew Marks discusses the significance of professional development and the global recognition of Success Hacker's certification programs. He emphasizes the impact of such certifications on career progression and company investment in employees. The conversation also touches upon the practical applications of these training programs in real-world business scenarios, with Marks detailing the various courses and methodologies offered by Success Hacker. These include foundational customer success training, outcome-based selling, and change management for customer success.

Furthermore, the episode explores the integration of customer success into sales processes, the subscription economy's demands, and the crucial role of AI in enhancing the efficiency of customer success teams. Marks also shares insights on the evolving strategies in customer success, stressing the human element's enduring importance in this domain.

This podcast episode offers valuable perspectives for both individuals and organizations aiming to excel in customer success, underscoring the criticality of specialized training and development in this field.

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This episod of the Customer Success Playbook podcast focuses on how AI is transforming customer success. Emilia from Growht Molocules talks about,  how AI platforms can aggregate data to build more insightful executive business reviews. Help with training, by giving feedback to help CS teams improve. She also discusses how AI helps with customer communications, by enabling personalization, pulling in account data, and even automating messages.

Some of the key insights are:

• The podcast focuses on how AI is transforming customer success, especially around onboarding, education, outreach, and retention.
• Tools like Update AI help capture meeting info, provide transcripts and next steps to boost CS team efficiency.
• AI platforms like Maddock can aggregate data to build executive business reviews with new insights.
• AI can help provide training feedback to CS teams on areas to improve like keywords missed or voice delivery.
• AI enables personalization even in automated communications by pulling in account data.
• Pitfalls when implementing AI include poor rollout, lack of communication on its purpose, and unclear roles. Reflection and iteration are key.
• AI allows CSMs to spend less time on repetitive tasks and more on using data strategically.
• Important AI voices highlighted are leaders at Update AI, Mira Murati of ChatGPT, and CS platform companies incorporating AI.
• Data privacy, mental health support, ethics and human-centric AI are important considerations for the future.

Find out more about Emilia and her company at https://growthmolecules.com/
You can also access the white paper discussed in the Podcast at https://hubs.ly/Q0213rkj0

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You can also find the CS Playbook Podcast:
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You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
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Are you ready to supercharge your job search and career transition strategy? Our recent chat with Carly Agar, a seasoned career coach, promises to equip you with dynamic networking techniques, personal branding strategies, and the art of curating a compelling resume. We also delve into the do's and don'ts of using AI in your job hunt and how to manage job search-related stress to prevent burnout. Trust us; you don't want to miss these practical gems from Carly!

Meanwhile, are you curious about opportunities in the customer success space? Carly and our team explore the landscape of jobs in this field, the importance of staying informed about industry trends, and the resources at your disposal for a successful job search. Plus, we've got the scoop on where to find the latest job listings and how to stay plugged in for updates. Whether you're actively seeking a Customer Success Manager role or just looking for career development tips, we've got you covered. Get ready to take notes and transform your career journey.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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The Customer Success Playbook podcast wraps up its enlightening three-part series with Kristen Nolan of Interview Valet by exploring the delicate balance between technology and human connection. In this forward-thinking discussion, Kristen reveals how she leverages AI as a strategic tool while maintaining authentic relationships. From using AI to identify unique client differentiators to employing dictation for efficiency, this episode offers practical ways to harness technology without sacrificing the personal touch. Hosts Roman Trebon and Kevin Metzger guide a conversation that demonstrates how AI can enhance rather than replace meaningful connections in customer success.

Detailed Analysis

As AI continues to transform business operations, customer success professionals face a critical question: Can technology actually strengthen human relationships rather than diminish them? This episode provides a refreshingly balanced perspective that avoids both technological evangelism and fearful resistance.

Kristen Nolan's approach to integrating AI into client relationships stands out for its pragmatism and strategic focus. Working at Interview Valet, where "relationships are the ultimate currency" serves as a core value, Kristen has developed a methodology that leverages AI as a starting point rather than an end solution. Her process of using tools like ChatGPT to identify a client's unique differentiators demonstrates how AI can enhance relationship-building by providing deeper insights that might otherwise remain undiscovered.

What makes this discussion particularly valuable for the customer success playbook is the emphasis on maintaining authenticity while embracing technological efficiency. Kristen's guidance on viewing AI outputs as "a baseline" that requires human refinement offers a practical middle path for CS professionals concerned about sounding robotic or inauthentic in client communications. As she notes, "AI can't make up personal stories for you," highlighting the irreplaceable value of human experience in building genuine connections.

The hosts share equally practical applications, with Roman revealing how he uses AI to improve the tone and client-centricity of his communications—not by blindly copying AI outputs, but by using them as a mirror to recognize when his natural communication style might come across as too abrupt. This application addresses one of the most common challenges in customer success: ensuring that necessary direct communications don't damage valuable relationships.

For customer success teams looking to scale their operations without sacrificing quality, this episode provides a framework for thoughtful AI integration. The discussion moves beyond theoretical benefits to share tangible techniques like using ChatGPT projects to maintain context, leveraging dictation for efficiency, and using AI to help craft more concise communications. These practical tips demonstrate how technology can free up time for meaningful relationship-building rather than replacing it.

Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPl

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.

Send us Fan Mail

What if you had insider knowledge on how to navigate the competitive customer success job market? This episode is packed with such insights courtesy of our guest, Carly Agar, founder and CEO of Carly Agar Training. Carly shares her expertise on standing out in a crowd of applicants, giving us a glimpse into the hiring dynamics of today's customer success sector. You'll hear about the importance of self-reflection, and master the art of networking, selling yourself, and honing your interviewing skills. Trust Carly when she mentions being patient, as it's all part of the process in landing your ideal job in customer success.

But that's not all. Carly's advice goes beyond just job hunting, as she emphasizes the need for mental health management during the taxing job search process. She shares her personal experiences about how hobbies like golfing and reading helped her unwind. As we delve deeper, Carly unfolds her unique approach to resume optimization for ATS systems, and why a one-size-fits-all resume might be more beneficial than an overly customized one. So get ready to discover a wealth of knowledge and resources that Carly has to offer. Just by tuning in, you're already taking a proactive step towards making your mark in the competitive world of customer success.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.

Send us Fan Mail

Want to unlock the secret to driving success through a growth mindset? Our latest conversation with the inspiring Julie Fox will help you do just that. Julie, renowned for her dynamic leadership style, shares insights on fostering open-mindedness, building trust, advocating continuous improvement, and integrating candid feedback in a team. She also espouses the power of radical candor—a concept she borrowed from Kim Scott's book. Julie's belief in the absence of a finish line with any client and the necessity of consistently providing value is her unique approach to customer success.

Our chat with Julie is not just about leadership; it exemplifies the power of a growth mindset in influencing customer success. In this episode, Julie’s insights will help you rethink your approach to team building and customer success, stimulate open conversations and idea sharing, and promote continuous improvement. We also revisit our insightful conversation with Greg Danes about late-stage churn. Remember, leveraging difficult situations into opportunities for growth is quintessential for a successful leader. Join us in this enriching episode filled with practical wisdom and inspiration.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.

Send us Fan Mail

The "Customer Success Playbook Podcast" recently hosted Julie Fox, a distinguished figure in the realm of customer success. Julie's insights and experiences, shared during her segment, offer invaluable lessons for professionals in the field.

From her early days, Julie has been driven by a desire to make a significant impact. Interestingly, her journey didn't commence in tech or customer success. She began her professional life in commercial real estate and navigated through diverse roles in sales and marketing. This exploration, she emphasizes, is vital. Young professionals shouldn't feel confined to a specific path but should be open to experiencing various roles.

A recurring theme in Julie's narrative is her natural inclination towards leadership. Regardless of her position, she frequently found herself guiding teams, underscoring her innate ability to lead and her passion for coaching. This zeal for mentoring is a testament to her belief in the power of guiding others to achieve their best.

Julie's transition to the tech sector marked her deep dive into customer success. Here, she played an instrumental role in crafting playbooks and programs, shaping her approach to the field. This initial foray was characterized by a "learn-as-you-go" ethos. The team adopted a "trial by fire" approach, experimenting with different strategies to ascertain what worked. This experiential learning, coupled with open communication and consistent feedback, facilitated rapid growth.

In her subsequent role, Julie joined an established, world-class customer success team. This shift presented her with a fresh set of challenges and opportunities. She could now apply her accumulated knowledge to a team that already had robust systems in place. This experience highlighted the importance of continuous learning and adaptability, even when integrating into a well-oiled machine.

One of Julie's profound insights relates to the ever-evolving nature of customer success. She believes there's no end-point; teams must perpetually innovate and adapt. This continuous drive for improvement ensures that customer success professionals remain at the forefront of delivering unparalleled value to their clients.

To conclude, Julie Fox's segment on the podcast is a treasure trove of insights for anyone in the customer success domain. Her journey, characterized by exploration, natural leadership, and a passion for coaching, offers invaluable lessons. Whether you're just starting in the field or are a seasoned professional, Julie's emphasis on experiential learning, feedback, and the never-ending journey of improvement is a testament to the dynamic and rewarding nature of customer success.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.

Send us Fan Mail

Unlock the power of data in your business with insights from our recent guest, the remarkable Ed Powers. Feast your ears on a riveting conversation that explores the essence of data-driven decision-making in Customer Success. Ed Powers, an esteemed expert who delivers enlightening courses on Udemy and Success Hacker, shares his expertise on customer health scores and how companies are harnessing the power of data to predict customer outcomes. Join us as we explore the journey from subjective health scores to AI-powered, data-driven decision-making.

Dive into the world of AI and its role in processing massive amounts of data to predict outcomes. Ed Powers provides a tantalizing preview of his upcoming courses discussing generative AI. We also bring to light the importance of unearthing data that aligns with your company's goals, which often requires reaching out to customers for discussions. Listen to our stimulating discourse on customer satisfaction and churn. With Ed's insightful ideas, you're sure to leave pondering a few burning questions that just might be the foundation for our future episodes.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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Roman Trebon on Linked In.

Send us Fan Mail

In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger interview customer success expert Ed Powers on leveraging data to drive better decisions. Ed teaches courses on using statistics and data analysis to unlock insights for customer success professionals.

They discuss how proper statistical tools help separate meaningful signals from noise in data. Following the scientific method of asking the right questions generates impactful solutions rooted in understanding root causes. Combining qualitative customer interviews that uncover the “why” with quantitative data for the “what” provides the full picture.

Ed explains how variation is normal and improving systems and processes reduces variation for more consistent results. For predicting customer health, data-driven models are more reliable than subjective assessments. Machine learning can boost accuracy further when ample data is available.

The key takeaways are:

• Proper statistical analysis tools help separate signal from noise in data
• Asking the right questions and following the scientific method leads to impactful solutions
• Qualitative data provides the "why", quantitative data provides the "what"
• Understanding and reducing variation improves consistency
• Data-driven models predict customer health better than subjective assessments
• Leveraging data and statistics enables better prediction and decisions

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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Send us Fan Mail

Description:
In this insightful postgame episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger reflect on their enlightening conversation with Jeff Heckler, the Director of Customer Success at Market Source. Diving into the pivotal realm of service delivery, they unravel its crucial role in fostering a seamless transition from the promises of product/service to real-world customer experiences. Key discussion points encompass the integral facets of relationship management, onboarding, and the potential for upselling through effective service delivery.

Takeaways:

1. Service Delivery as a Backbone: Uncover how service delivery forms the backbone of customer success, acting as a vital conduit between what's promised and what's delivered.
2. Elevating Customer Experience: Explore the dynamics of how a robust service delivery framework can significantly elevate the overall customer experience.
3. Relationship Management and Upselling: Delve into the nuanced interplay of relationship management and upselling, enhanced through streamlined service delivery.
4. The Underestimated Value: Reflect on the often underestimated value of service delivery in the broader spectrum of customer success and why it deserves more spotlight in the discourse.

Join Roman and Kevin as they dissect these critical elements, shedding light on the tangible impacts of service delivery in achieving and exceeding customer success goals.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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Join hosts Roman Trebon and Kevin Metzger in this episode of the "Customer Success Playbook" podcast as they converse with the seasoned expert, Jeff Heckler, to dissect the finer points of customer success and service delivery. Dive into a rich discussion filled with hands-on advice and deep insights aimed at enhancing your approach to customer success.

Discussion Points

• Service Delivery Transformation: Jeff narrates how transitioning from a reactive to a proactive service delivery approach can substantially benefit your business.
• Customer Success Journeys: Explore the varied paths customers take in their journey to success and understand why personalizing experiences based on individual narratives is essential.

Key Insights

• Proactive vs. Reactive Approach: Jeff shares the advantages of being one step ahead in anticipating the customers' needs and preferences.
• Understanding Customer Narratives: Learn the significance of understanding the unique narratives of each customer to build stronger relationships.

Final Thoughts

• Team Dynamics and Culture: Jeff imparts his philosophy on cultivating a team culture that prioritizes customer satisfaction.
• Predictions on Future Trends: The trio shares their predictions on the forthcoming trends in the customer success and service delivery sector, providing a glimpse into what the future holds for professionals in this field.

Tune in for a session with practical advice and foresight shared by Jeff Heckler, a maestro in the field. Find more from Jeff at Marketsource.com. Find more from the customer success playbook at customersuccessplaybook.ai.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.

Send us Fan Mail

In the "Customer Success Playbook" podcast post-game show, hosts Kevin Metzger and Roman Trebon discuss their recent episode with guest Greg Daines, who delved into the primary reasons for customer churn in 2023.

Main Points:

• Churn Categories: Early, mid, and late churn, with a significant focus on early churn which comprises 70% of the churn reasons.
• Early Churn Insights:
  • Primarily caused by a mismatch between customer expectations and the services or products offered.
  • Sales and marketing strategies, including deep discounting and free trials, often contribute to early churn.
• Solutions:
  • Companies should strive to understand and align with customer goals better.
  • A focus on organizational alignment to effectively cater to customer needs.
• Greg's eBook: Encouraged listeners to read "23 Churn Reasons in 2023" available online for deeper insights. You can find Greg's ebook here.

The conversation underlines the necessity of aligning a company's offerings with customer needs to reduce early churn and foster satisfaction.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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Roman Trebon on Linked In.

Send us Fan Mail

Greg Daines is the founder and CEO of Churnrx.com. He holds multiple advanced degrees in business and economics from MIT and Cambridge University. This episode is a discussion about Greg's ebook 23 Ways to Reduce Churn in 2023.

Discussion Points

• Greg emphasizes that business has fundamentally changed and old ideas about customer retention no longer work.
• He mentions that customer success at scale is challenging and even seemingly similar customers can have different outcomes.

Key Insights

• Greg stresses the importance of data in justifying best practices for customer retention.
• He criticizes commonly used metrics like churn rates, stating that they are often distorted and don't provide a clear picture.

Final Thoughts

• The episode aims to provide actionable insights for customer success professionals, with Greg's eBook serving as a resource for reducing churn in various stages of the customer lifecycle.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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Roman Trebon on Linked In.

Send us Fan Mail

This is the first postgame episode of the Customer Success Playbook. In this episode, hosts Roman and Kevin discuss the interview we conducted with Sue Nabeth Moore. We call out some of the highlights of the interview and discuss some of the challenges we've faced that were discussed in the interview.  Check out the postgame of the Sue Nabeth Moore CS Playbook interview. 

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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Roman Trebon on Linked In.

Send us Fan Mail

The Customer Success Playbook podcast delivers a thought-provoking exploration of confidence building in this captivating episode featuring Kristen Nolan of Interview Valet. Hosts Roman Trebon and Kevin Metzger guide a discussion that dives into overcoming self-doubt and imposter syndrome. Kristen shares her personal journey from questioning "who cares what I have to say?" to becoming a confident podcast guest who now coaches others. With refreshing honesty about her own struggles and triumphs, she reveals how facing fears head-on can lead to remarkable personal and professional growth.

Detailed Analysis

Building confidence isn't just a personal development goal—it's a critical professional skill, especially in customer success roles where relationships and credibility are paramount. This episode tackles the universal challenge of silencing the inner critic that so often holds professionals back from reaching their full potential.

Kristen Nolan's approach to confidence building centers on one powerful concept: taking action despite doubt. She candidly shares her own hesitation when first approached about being a podcast guest, revealing that her immediate reaction was, "Who cares what I have to say?" This transparent admission resonates because it reflects a common barrier many customer success professionals face—questioning their expertise or value.

What makes Kristen's perspective particularly valuable for the customer success playbook is her emphasis on how facing fears creates a feedback loop of growth. By "ripping the bandaid off" with her first podcast appearance (which she admits was "pretty terrible"), she developed skills and insights that now help her better serve clients. This practical example demonstrates how pushing through discomfort directly enhances client relationship capabilities.

The conversation takes an even more profound turn when Kristen addresses self-sabotage—identifying it as one of the most significant barriers to achievement. For customer success professionals, this insight is especially relevant, as hesitation in challenging client conversations or strategic recommendations can undermine effectiveness. Kristen's advice to visualize goals and map the path backward (her "Z to A thinking") offers a tactical approach to overcome this tendency.

Perhaps most powerfully, the discussion draws a connection to broader life satisfaction, referencing the common deathbed regret of "not having the courage to live authentically." This reminder elevates the conversation beyond mere professional development to touch on how building confidence impacts overall life fulfillment—a holistic perspective that aligns perfectly with the integrated work-life approach many customer success professionals strive to achieve.

Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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The podcast discusses how companies can align their entire organization around customer success. The hosts Kevin and Roman interview Sue Nabeth Moore, a thought leader in customer success.

Key points:

- Customer success needs to be part of the company's strategy, not just a tactical support function. It should be infused top-down in all departments.

- Educating the organization on what customer success means is crucial. It focuses on driving outcomes and business gains for customers, which in turn benefits the vendor. 

- Alignment around objectives and key results (OKRs) is important to get all teams working towards the same goals. 

- Common challenges include siloed teams, product-centric rather than customer-centric thinking, lack of executive buy-in, and friction between departments like sales and customer success.

- Customer intelligence coming into customer success teams should feed into AI to provide insights on customer segmentation, predictive analytics, and ideal customer profiles.

- The end goal should be designing customer success into the operating model and all aspects of the company from the outset, not just parachuting it in later as an operational function. It should evolve from a churn-buster to an earn-booster.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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Roman Trebon on Linked In.

Send us Fan Mail

Get ready for a jam-packed episode with hosts Kevin Metzger and Roman Trebon as they dive into the transformation trends in customer success with expert James Scott! James brings the energy as he unpacks how digital CS is becoming essential for efficient scaling. 

The insights come rapid-fire as James explores slam dunk starting points like onboarding, leveraging data and AI to unlock new potential, and rallying the entire company around CS as "everyone's job". Learn how tying metrics across teams can drive real outcomes. 

We discuss the "Help Me" exercise that exposes gaps between what companies think they deliver and what customers really experience. James doubles down on why CS is getting hyper personalized thanks to improving data. 

Don't miss this episode of the customer success podcast.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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Welcome to 'The Customer Success Playbook,' your essential guide to mastering the customer success arena. Hosted by Roman Trebon and Kevin Metzger, we bring you thought-provoking insights, strategies, and experiences from the industry's leading minds. Whether you're a seasoned professional or a newcomer, this podcast is your resource to elevate your customer success game.

Show Topic and Guest Intro:

Today, we delve into the pivotal process of maturing an organization to the point of selecting and implementing a Customer Success platform. This isn't just about the platform - it's about the right strategy, people, and processes that make it successful. From identifying organizational goals to discussing change management and resources for successful implementation, we're covering it all. To help us navigate this complex topic, we're joined by David Ellin.

David, is a top-rated Customer Success leader with over two decades of experience spanning start-ups to multibillion-dollar corporations. David, recognized twice as a Top 100 Customer Success influencer, has a track record of transforming Customer Success teams and delivering increased client value. He's achieved significant feats in client renewals and up-sell/cross-sell revenue growth. Currently, as a Revenue Architect at Winning by Design, David is leveraging his deep expertise to emphasize a customer-centric approach and the importance of measuring improvements.

Join us as we blend expert advice and insightful discussions to help you navigate the customer success landscape. With David Ellin's wealth of knowledge, let's explore how to take your customer success journey to the next level.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.