The Customer Success Pro Podcast

Anika Zubair
The Customer Success Pro Podcast

This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company. Learn more at: thecustomersuccesspro.com

  1. TTV Explained: How To Deliver Customer Value Faster in Customer Success

    59 MIN AGO

    TTV Explained: How To Deliver Customer Value Faster in Customer Success

    Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revup In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical metric of Time to Value (TTV) in customer success. She emphasizes the importance of quickly demonstrating value to customers to enhance retention and drive revenue growth. The episode covers common mistakes that customer success managers (CSMs) make that hinder TTV, such as generic onboarding processes and failing to define value with customers. Anika provides actionable strategies to reduce TTV, including defining measurable outcomes, collaborating with internal teams, and using success plans to track progress. The episode concludes with a call to action for listeners to implement these strategies and join the RevUp Academy for further development. Chapters 00:00 Introduction to Time to Value in Customer Success 02:04 Understanding Time to Value (TTV) and Its Importance 05:53 Common Mistakes Sabotaging Time to Value 09:43 Strategies to Reduce Time to Value 13:56 Practical Examples and Final Tips 20:07 Conclusion and Call to Action Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup #customersuccesspro #podcast #customersuccessmanager Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    22 min
  2. How to Use Segmentation to Drive Value, Retention and Efficiency with Kelley Turner

    2 JUL

    How to Use Segmentation to Drive Value, Retention and Efficiency with Kelley Turner

    Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, host Anika Zuber and guest Kelley Turner, SVP of Global Customer Success at Vitally, discuss the critical role of customer segmentation in driving effective customer success strategies. They explore the importance of understanding customer needs, the balance between automation and personalization, and how AI can enhance segmentation efforts. Kelley shares her unique background in finance and how it informs her approach to customer success, emphasizing the need for curiosity and engagement in building strong customer relationships. The conversation also touches on measuring success in customer success initiatives and the evolving landscape of customer engagement. #customersuccessmanager #podcast #revenuegrowth  Chapters 00:00 Introduction  02:54 The Importance of Customer Segmentation 05:57 Kelley Turner's Background and Role at Vitally 08:48 Understanding Customer Success at Vitally 14:51 The Role of Curiosity in Customer Success 18:01 Operational vs. Service Segmentation 20:51 Creative Segmentation Strategies 23:54 Impact of Segmentation on Customer Outcomes 27:06 Balancing Automation and Personalization 29:59 Measuring Success in Segmentation 32:59 Future of Segmentation and AI in Customer Success 36:06 Quick Fire Round with Kelley Turner Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Kelley Turner: Email: kelley@vitally.io Linkedin: https://www.linkedin.com/in/kelleyturner/ Kelley Turner is a seasoned leader in Customer Success, currently serving as SVP of Global Customer Success at Vitally. With a career spanning across multiple industries, Kelley is known for building high-performing teams that deliver measurable value and lasting customer partnerships. At Vitally, she leads the full post-sale experience—spanning onboarding, support, education, and CSM teams —to drive retention, expansion, and strategic impact across the customer base. Prior to Vitally, Kelley held executive roles at Iterable, Guild Education, and Kapost, where she managed portfolios exceeding $200M ARR, built customer success functions from the ground up, and championed initiatives around DEI and employee development. Whether scaling customer teams, driving retention, or mentoring future leaders, Kelley is driven by the belief that customer success is everyone’s business. Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    53 min
  3. Mastering the Art of Strategic Negotiation in Customer Success

    25 JUN

    Mastering the Art of Strategic Negotiation in Customer Success

    Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of negotiation skills for customer success managers (CSMs). She discusses how CSMs often overlook their negotiation role, leading to missed opportunities for renewals and upsells. Anika outlines common mistakes CSMs make during negotiations, such as lack of preparation, over-explaining, and avoiding directness. She introduces a four-step framework for strategic negotiation, focusing on preparation, leading with a clear starting point, framing around value, and using silence effectively. The episode aims to empower CSMs to become confident negotiators and strategic partners in their customer relationships. Chapters: 00:00 The Power of Negotiation in Customer Success 15:43 Common Mistakes in Negotiation 27:53 Framework for Strategic Negotiation Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    30 min
  4. The Expansion Mindset: How Great CSMs Drive Growth Without Selling

    18 JUN

    The Expansion Mindset: How Great CSMs Drive Growth Without Selling

    In this episode of the Customer Success Pro Podcast, Anika Zubair discusses how customer success professionals can drive customer growth without feeling like salespeople. She emphasizes the evolving role of customer success as a revenue-driving function and the importance of building trust with customers. Anika outlines common mistakes in customer expansion, the significance of the expansion mindset, and the need for collaboration between customer success and sales teams. She provides practical steps for engaging customers and highlights the importance of tracking expansion signals to unlock growth opportunities. Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/checkout?coupon_code=PODCAST50 Use the discount code: PODCAST50 Chapters 00:00 Introduction 02:53 The Evolving Role of Customer Success 05:55 Overcoming Hesitations in Commercial Conversations 08:49 Common Mistakes in Customer Expansion 12:07 The Expansion Mindset: Enabling Growth 15:01 Collaboration Between CS and Sales 17:58 Tracking Expansion Signals 20:48 Practical Steps for Customer Engagement 24:07 Final Thoughts Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    31 min
  5. The AI-Powered CSM: What It Really Looks Like in 2025

    11 JUN

    The AI-Powered CSM: What It Really Looks Like in 2025

    In this episode, Anika Zubair discusses the transformative impact of AI on customer success professionals. She emphasizes the importance of embracing AI to alleviate administrative burdens, avoid common mistakes in its adoption, and maximize its potential in daily tasks. Anika provides practical applications of AI in discovery calls, quarterly business reviews, and renewal forecasting, highlighting how it can save time and enhance strategic decision-making. She also introduces her new guide on training AI to be a revenue-generating co-pilot for customer success professionals. Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/checkout?coupon_code=PODCAST50 Use the discount code: PODCAST50 Chapters 00:00 The Rise of AI in Customer Success 02:51 Overcoming Administrative Burdens with AI 06:07 Common Mistakes in AI Adoption 09:03 Maximizing AI's Potential in Customer Success 11:54 Practical Applications of AI in Daily Tasks 15:06 Transforming Discovery Calls and QBRs with AI 17:58 Forecasting Renewals and Managing Customer Relationships 21:12 Introducing the AI Co-Pilot Guide 24:04 Running with AI 26:57 Recap Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    29 min
  6. Build Your First Customer Success Retention Program with Parul Bhandari

    4 JUN

    Build Your First Customer Success Retention Program with Parul Bhandari

    In this episode of the Customer Success Pro Podcast, host Anika Zubair and guest Parul Bhandari discuss the critical aspects of building effective customer retention programs. They explore the importance of understanding customer goals, the role of product market fit, and the necessity of tracking essential metrics from day one. Parul shares her journey from leading customer success teams to becoming a fractional consultant, emphasizing the growing trend of fractional roles in the current market. The conversation highlights the need for early-stage startups to prioritize retention strategies alongside acquisition efforts, ensuring a solid foundation for long-term success. In this conversation, Anika Zubair discusses the evolution of customer retention strategies as organizations grow. She emphasizes the importance of understanding customer health, structuring effective renewal processes, and adapting to changes in customer sentiment and stakeholder dynamics. Anika also highlights the need for continuous engagement with customers and the role of health scores in retention efforts. The discussion covers practical steps for building retention programs and the significance of viewing challenges as opportunities for growth. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Signup to the VIP Waitlist for RevUP Academy: https://thecustomersuccesspro.com/revup Chapters 00:00 Introduction 08:13 The Importance of Early Stage Customer Success 12:09 Creating Retention Programs from Day One 13:37 Understanding Customer Goals and Outcomes 16:21 The Role of Product Market Fit in Retention 20:12 Tracking Metrics for Early Stage Companies 25:31 Essential Metrics for Customer Retention 27:53 Identifying Customer Retention Challenges 28:23 Evolving Retention Strategies for Growing Teams 29:46 Understanding Customer Health and Renewal Programs 31:14 Structuring Effective Renewal Processes 32:42 Navigating Customer Sentiment and Product Changes 34:57 Re-Onboarding and Stakeholder Realignment 36:54 Leveraging Health Scores for Retention 39:42 Transforming Challenges into Opportunities 41:07 Surprises in Mature Retention Phases 43:05 Engaging Customers for Long-Term Retention 45:27 Keeping Retention Strategies Fresh 49:12 Practical Steps for Building Retention Programs Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Parul Bhandari: Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/ Website: https://customerxsuccess.com/ Parul is a Customer Success consultant based in Chicago. Following time working for large corporations, Parul launched her first Customer Success (CS) team from the ground up, and from then on has found a passion in leading CS teams. Parul draws from her collective background to design CS organizations which can be scaled successfully, to drive CS as a profit center and to drive value exchan Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    55 min
  7. How to Build Strategic Relationships with Your Customers

    28 MAY

    How to Build Strategic Relationships with Your Customers

    In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Get on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revup Chapters: 00:00 Building Lasting Customer Relationships 02:15 Customer Management in CS 05:34 Myths in Customer Success 10:10 Principles of Strategic Relationships 15:44 Consistency Over Intensity 19:34 The Human Element in Customer Success 22:18 Actionable Takeaways Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    27 min
  8. Transforming Customer Success: From Reactive to Proactive

    21 MAY

    Transforming Customer Success: From Reactive to Proactive

    In this episode, Anika Zubair discusses the importance of transitioning from a reactive to a proactive customer success strategy. She outlines a step-by-step approach to building a proactive customer success organization, emphasizing the need to define success from the customer's perspective, map the customer journey, automate touchpoints, and regularly review strategies. The episode provides actionable insights for customer success professionals to enhance their effectiveness and drive customer outcomes. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Chapters 00:00 The Shift from Reactive to Proactive Customer Success 03:05 Building a Proactive Customer Success Strategy 05:57 Defining Success for Customers 08:47 Mapping the Customer Journey 12:07 Automating Touch Points for Efficiency 15:00 Creating a Risk and Opportunity Framework 17:49 The Importance of Regular Strategy Review Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    20 min
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About

This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company. Learn more at: thecustomersuccesspro.com

Information

  • Creator
    Anika Zubair
  • Years Active
    2024 - 2025
  • Episodes
    28
  • Rating
    Explicit
  • Copyright
    © 2025 The Customer Success Pro Podcast
  • Show Website
    The Customer Success Pro Podcast

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