Customer Success Talks – Details, episodes & analysis

In this episode I had the pleasure of speaking with Steven Cronin, a customer success leader with over 27 years of experience in the B2B space. We kicked things off by diving into Stephen’s career journey—from his beginnings as a customer support engineer to eventually managing entire post-sales teams, including customer success, support, and professional services.

One of the most insightful parts of our conversation revolved around the importance of customer success managers showcasing their impact within the organization.

Stephen emphasized how critical it is for CS teams to move away from being seen as cost centers and instead highlight their role in driving revenue growth through retention, upsells, and cross-sells. Just like sales teams celebrate their wins, customer success managers should also ring the bell when they help secure renewals or grow accounts. This isn’t just about recognition—it’s about making the entire organization more customer-centric by consistently communicating the value that CS brings.

Here are my main takeaways:

- CS teams need to move from being seen as cost centers to revenue drivers, highlighting their role in retention and growth.

- Just like sales, CS should celebrate renewals and upsells to foster a customer-centric culture.

- Tracking impact through metrics like NRR, churn, and satisfaction is key to demonstrating value.

Connect with Us:

Steven Cronin - https://www.linkedin.com/in/stevencronin123/

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

Jan Young’s - Free Guide Inside: 7 steps for CS leaders to become revenue leaders. https://www.janyoungcx.com/7-steps-revenue-leader

Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8

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

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q

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

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In this episode, we dive deep into how CSMs can leverage visual resources to enhance customer understanding, drive engagement, and streamline communication. Jay shares the experiences on how implementing visual aids helped reduce meeting times and improve customer onboarding for complex features. We explore real-life examples of using mind maps and visual workflows to explain technical processes and how design plays a vital role in customer perception. Key highlights include: - The effectiveness of visual resources in communication with both customers and internal teams - Tips on selecting when to use visual vs. verbal communication - The psychological impact of color and design on customer decisions Whether you're a seasoned CSM or just starting, this episode offers actionable insights on using visuals to communicate more effectively with customers, reduce complexity, and drive results. Tune in to learn how you can optimize your communication strategies with visuals! Connect with Us: Jay Sanchez - https://www.linkedin.com/in/jasanc13/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

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Listen to the episode on Youtube - https://youtu.be/Vqeb1rCREsg We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails. Key takeaways: - Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization. - Core Responsibilities: Learn about the foundational duties of a Customer Success Manager (CSM), from onboarding through to renewal, and how these might differ across companies. - Essential Skills for Success: Discover the critical skills every CSM should cultivate, including effective communication, organization, documentation, and problem-solving. Whether you're a seasoned professional or just starting out, this episode offers valuable perspectives on making a successful transition into the world of Customer Success. Erica and Jean Pierre bring a wealth of knowledge and practical advice, making complex concepts accessible and actionable. Connect with us on LinkedIn: Erica Scully

Jean-Pierre Frost

Bayron Toruno

Watch the episode on Youtube Join CS Connect We are expanding to Latinamerica, our Spanish version, where you can learn from amazing experts in the field from Latinamerica.

Customer Success talks: Latinoamérica - Spotify & YouTube

Dive deep into the dynamics of building meaningful personal relationships in CS with our two amazing guests, Dannah Vaughan, with her extensive experience and a successful podcast "Rebels of SaaS," and Hassan Akram, a frontline CSM with a strong background in public speaking through Toastmasters and the most passioned person I have met, bring valuable perspectives on building trust and maintaining effective communication. Join us as we explore the delicate balance between personal connections and professional boundaries.

In this episode, we explore:

- The Power of Personal Connections in CS: Explore why building beyond-business relationships with customers is critical, and how personal connections can enhance customer loyalty and trust.

- Understanding Personal vs. Professional Boundaries: Learn from Dannah and Hassan how top CSMs navigate the delicate balance of personal connections without compromising professionalism.

- Maximizing Client Interaction Time: Gain expert advice on balancing relationship-building with critical business outcomes, ensuring every minute with your client delivers mutual value.

Thank you for tuning in, and remember, the art of customer success is not just about business—it's about building meaningful connections.

- Resources

The Rebels of SaaS on Spotify & YouTube

Toast Masters Club

- Connect with us:

Hassan Akram

Dannah Vaughan Bayron Toruno -

Head to Youtube

https://youtu.be/N_YDahMfOSI

Join us as we delve into the art of storytelling in Customer Success Management with Christine Naidu to discover how to create memorable, effective stories that resonate with customers and align with their unique needs. We'll explore techniques to maintain authenticity while driving impactful communication, and offer practical advice on integrating storytelling into various customer success scenarios. Whether you're navigating complex product details or managing sensitive client situations, this episode is packed with insights that will elevate your narrative skills to effectively connect and engage.

Takeaways:

- Mastering Memorable Stories: Learn strategies to craft stories that are not only memorable but deeply impactful, aligning perfectly with customer needs and experiences.

- Simplifying Complex Information: Gain techniques to distill intricate product details into compelling, understandable stories.

- Bridging the Skill Gap: Discover resources and methods for enhancing storytelling skills within the Customer Success realm, ensuring every customer interaction is both engaging and effective.

- Real-World Applications: Hear about real-life scenarios where effective storytelling has transformed customer relationships and driven success.

Resources:

- Roast Master Club

- Microsoft Copilot

- ‎Gemini AI

- Coursera

- Customer Success Collective GPT

- Chip Conley’s inspiring book on redefining mid-life.

- Barbara Streisand Autobiography for International Woman’s day

- Rick DeLisi

- Practice Pecha Kucha

Connect with us:

Christine Naidu

Nav Thomas

Bayron Toruno

In this episode of our podcast, we're thrilled to welcome Barry Klein, VP of Success and Enablement at Talroo. With an impressive career spanning over 30 years in sales, customer success, and as the founder of his own consultancy, Barry brings a wealth of knowledge, especially in leading teams within the recruitment technology sector.

Today, we delve deep into the nuances of the interview process, focusing on the critical soft skills that HR departments prioritize. Barry will share his insights on how candidates can stand out by showcasing their authenticity and confidence in high-pressure interview situations. Authenticity isn't just a buzzword; it's a differentiator that can set a candidate apart. Barry will discuss effective strategies for candidates to demonstrate their true selves during an interview.

Furthermore, we explore the importance of owning mistakes and demonstrating problem-solving skills. Barry will offer his expert advice on how candidates can communicate their ability to find solutions and learn from errors, qualities that signify resilience and a strong willingness to grow.

Lastly, we'll tackle the tricky subject of cultural alignment and soft skills. In today's job market, companies are not just looking for a skill match but also a cultural fit. Barry will guide us through the types of questions candidates should expect around cultural fit and soft skills, preparing them to answer in ways that truly reflect their compatibility with the company's values and team dynamics.

Join us for this insightful episode as Barry Klein helps us navigate the complexities of the interview process, ensuring candidates can present themselves authentically, solve problems effectively, and align with company culture.

Connect with us on LinkedIn:

Barry Klein

Bayron Toruno

Navneeth Thomas

Watch us on Youtube

Join us in this episode of Customer Success Talks as we explore the key pieces of career ownership and navigating through change in the dynamic field of Customer Success. Marija Skobe-Pilley is a multi-talented individual who has gone from a musician to a Customer Success leader. She grew her career from a CSM to a Director of Customer Success in 4 years. Marija is the founder of Women in Customer Success, a network promoting and showcasing industry women. She’s also been named a Top 100 CS Strategist for 3 consecutive years. In This Episode, You'll Discover: - Marija's Unique Journey: From her early days as a musician to becoming a leader in Customer Success, learn how Marija's diverse background has shaped her approach and philosophy in the industry. - Exploring Career Opportunities: Dive deep into the myriad of career paths available for Customer Success professionals, breaking the mold of traditional trajectories. - Owning Your Career Path: Marija shares her expert strategies for taking control of your career, emphasizing the importance of having a clear vision, proactive learning, and transparent communication with managers. - Adapting to Change: Understand the essentials of effectively adapting to new roles, expectations, and the evolving landscape of Customer Success, with insights into how leadership can facilitate this transition for their teams. Marija's journey is a testament to the power of vision, adaptability, and leadership in shaping a successful career in Customer Success. Resources: Visit Marija’s website for more insights Explore the power of mindset with "The Secret." Dive into negotiation and communication skills with "Never Split the Difference." Connect with us through LinkedIn: Marija Skobe-Pilley Navneeth Thomas Bayron Toruno You can also reach out to us through email to customersuccesstalks@gmail.com

In Part 2 of the episode "Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke offer vital strategies and tips for those seeking roles in Customer Success. They tackle challenges like strategic job searching, the importance of emotional intelligence, and effective self-presentation in the job market. Additionally, they discuss navigating perceptions of overqualification and the significance of cultural adaptation. Key Takeaways: - Focus on strategic job search aligned with personal and professional culture. - Cultivate emotional intelligence and empathy as key skills in Customer Success. - Present skills and experiences effectively, targeting cultural fit and company needs. - Address overqualification openly, offering a long-term perspective to potential employers. Connect with us through LinkedIn: Jean-Marie Schiraldi

Luke Bartram

Bayron Toruno You can also find us on Youtube

In "Part 1 - Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke dissect the complexities of the Customer Success hiring landscape. They explore the shifting dynamics post-COVID, the influx of candidates, and the challenges companies face in attracting the right talent. They offer valuable insights into crafting effective job descriptions, the critical role of company culture in hiring, and the importance of aligning internal expectations. It's a deep dive into the strategies for navigating the competitive CS job market, offering a blend of recruiter and candidate perspectives. Key Takeaways: - The importance of clear and concise job descriptions aligned with company culture. - Strategies for candidates to present themselves effectively, tailoring their approach to the specific company and role. - Insights into the recruitment process from both the company and candidate viewpoints, highlighting the need for mutual understanding and well-defined expectations. Connect with us through LinkedIn: ⁠Jean-Marie Schiraldi⁠ ⁠Luke Bartram⁠ ⁠Bayron Toruno⁠ You can also find us on YouTube

Being a candidate in today's job market or pursuing the next roles in your career isn't just about having an impressive CV or mastering interview techniques. It's about the journey, the persistence, and the personal growth that happens behind the scenes. As many of you know, we're not the only ones striving for that dream role. So, what's the game-changer?

Persistence, resilience, and a little magic word: patience. It's easy to say, but not so easy to practice, especially during those long and sometimes disheartening job search processes. That's exactly why we're excited to bring you this latest episode, where we dive into the often overlooked, yet crucial elements of career advancement: Patience and Progress.

Join us as we sit with Noah Little and Katrina Kugelmeier as we delve deep into the heart of career and personal growth.

In the new episode, we explore:

- The contrasting approaches to job search: Noah's intensive application strategy vs. Katrina's network-centric approach.

- The pivotal role of emotional resilience and the art of maintaining motivation during your career journey.

- The underestimated power of patience and how it shapes your professional growth.

- The significance of personal branding and how it opens new doors and cements your presence in the CS landscape.

- Practical tips to manage expectations and keep a positive, proactive stance in the ever

-evolving job market.

Key Takeaways:

- Career advancement in CS is not a sprint but a marathon, requiring dedication and a patient, consistent effort.

- Personal branding isn't just a buzzword; it's your unique signature in the professional world.

- Building a network is as crucial as building your skillset—sometimes, it's not just what you know, but who you know.

- Emotional resilience and self-care are your best allies in navigating the highs and lows of career progression.

Tune in to our latest episode for an honest, in-depth conversation about Patience and Progress.

Resources: Customer Success Coaching

CS Connect Connect with us on LinkedIn: Noah LittleKatrina

Kulgelmeier

Bayron Toruno

You can also find us on Youtube