The Customer Success Pro Podcast

Anika Zubair

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. 6 days ago

    A Renewal Is A Sale: From Friendly To Commercial Impact in Customer Success (Part 2)

    Join RevUP Academy: https://bit.ly/4wRZDuY In this episode, Anika Zubair shares a practical playbook for customer success professionals who want to confidently have commercial conversations about money. Using her Value Bridge framework, she walks through the mindset changes, tactical language, and real customer scenarios that take your role from friendly advocate to revenue-driven trusted advisor, without ever feeling salesy. Chapters: 00:00 - From Friendly to Commercial: The Mindset Change02:46 - The Value Bridge Framework05:56 - Anchoring in Results and Naming the Gap08:39 - Quantifying Impact and Making Recommendations11:46 - Navigating Customer Responses14:30 - Practical Scenarios for Commercial Conversations17:43 - Advanced Tips for Confident Conversations20:22 - The Challenge: Putting Skills into Practice23:39 - Wrapping Up: The Importance of Commercial Skills Connect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revup Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

    36 min

  2. 27 May

    A Renewal Is A Sale: From Friendly To Commercial Impact in Customer Success (Part 1)

    Join RevUP Academy: ⁠https://bit.ly/4wRZDuY In this episode, Anika Zubair explores how customer success professionals can confidently navigate commercial conversations with customers. She highlights common misconceptions, mistakes, and mindset shifts necessary to elevate your role from friendly advocate to strategic revenue driver—without feeling salesy. Chapters:00:00 - Introduction 01:27 - Why avoiding money discussions damages relationships and revenue 04:32 - How to shift your mindset: Making commercial conversations part of your value 11:44 - Common mistakes: Waiting for permission, leading with product, apologies 15:06 - Practical tools for building confidence in commercial conversations 23:15 - Five mindset shifts needed for strategic commercial roles 30:21 - The importance of learning the language of business and finance 36:52 - The foundation for moving forward: Mindset and identity shifts Connect with Anika Zubair: Website: ⁠⁠⁠https://thecustomersuccesspro.com/⁠⁠⁠ LinkedIn:  ⁠⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠⁠ RevUP Academy: ⁠⁠⁠https://thecustomersuccesspro.com/revup⁠⁠⁠ Grab our FREE resources here: ⁠⁠⁠https://thecustomersuccesspro.com/resources⁠⁠⁠ Want to be our next podcast guest? Apply here: ⁠⁠⁠https://www.thecustomersuccesspro.com/podcast-guest⁠⁠⁠ Book Anika as a speaker at your next team event: ⁠⁠⁠https://www.thecustomersuccesspro.com/team-event

    40 min

  3. 20 May

    Building Customer Relationships – The Power of Multi-Threaded Engagements with Brittany Casey

    Workshops Link: https://www.thecustomersuccesspro.com/team-event In this episode of The Customer Success Pro, Brittany Casey, VP of Customer Success at Disco, shares insights on the power of multi-threading engagements, relationship mapping, and building resilient customer relationships in the evolving SaaS landscape. Discover practical strategies to enhance customer success, leverage internal and external relationships, and future-proof your career. Chapters00:00 Introduction to Multi-Threading in Customer Success04:34 Brittany Casey's Journey and Role at Disco19:23 The Importance of Multi-Threading Engagements27:36 Building Relationships Across Stakeholders37:58 Navigating Challenges in Relationship Mapping46:19 Tools and Strategies for Effective Customer Success54:43 Quick Fire Questions with Brittany Casey Connect with Anika Zubair: Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠ LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠ RevUP Academy: ⁠⁠https://thecustomersuccesspro.com/revup⁠⁠ Brittany Cassey Linkedin: https://www.linkedin.com/in/thatcustomersuccessgal/ Brittany Cassey's TikTok: https://www.tiktok.com/@thatcustomersuccessgal Grab our FREE resources here: ⁠⁠https://thecustomersuccesspro.com/resources⁠⁠ Want to be our next podcast guest? Apply here: ⁠⁠https://www.thecustomersuccesspro.com/podcast-guest⁠⁠ Book Anika as a speaker at your next team event: ⁠⁠https://www.thecustomersuccesspro.com/team-event

    59 min

  4. 13 May

    AI Is Not Replacing Customer Success… But It Is Exposing Bad CS

    Book a Team Workshop: https://bit.ly/4mqqgCu On this episode of The Customer Success Pro Podcast, Anika Zubair discusses the impact of AI on customer success roles, emphasizing how AI is transforming workflows, exposing non-strategic tasks, and highlighting the importance of strategic skills for customer success professionals in the AI era. Chapters 00:00 AI's Impact on Customer Success Roles 09:37 The Shift from Admin to Strategic Roles 19:23 Skills for Success in an AI-Driven World 23:34 Weekly Challenge: Embrace AI for Strategic Growth Connect with Anika Zubair: Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠ LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠ RevUP Academy: ⁠⁠https://thecustomersuccesspro.com/revup⁠⁠ Grab our FREE resources here: ⁠⁠https://thecustomersuccesspro.com/resources⁠⁠ Want to be our next podcast guest? Apply here: ⁠⁠https://www.thecustomersuccesspro.com/podcast-guest⁠⁠ Book Anika as a speaker at your next team event: ⁠⁠https://www.thecustomersuccesspro.com/team-event

    29 min

  5. 22 Apr

    Customer Success Is Now a Revenue Team…But No One Trained You for It

    Join the FREE Masterclass: https://bit.ly/4mqqgCu In this episode of The Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success as a revenue-generating function, the skills needed for modern CS professionals, and practical strategies to drive growth and renewals. Chapters 00:00 The Evolving Role of Customer Success 09:48 Revenue as a Core Function 19:36 The Shift from Support to Revenue 29:12 Mastering Revenue-Driven Skills Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

    40 min

  6. 15 Apr

    From Churn Data to Revenue Forecasting for Scaled Customer Success with Julie Fox

    Join the FREE Masterclass: https://bit.ly/4mqqgCu In this episode of the Customer Success Pro Podcast, Julie Fox, Director of Digital and Scaled Customer Success at Highland, shares insights on transforming customer success from reactive to proactive, data-driven revenue forecasting, and building scalable digital CS programs. She discusses signals for early churn detection, effective use of behavioral data, and strategies for scaling customer success efforts. Connect with Anika Zubair: Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠ LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠ RevUP Academy: ⁠⁠https://thecustomersuccesspro.com/revup⁠⁠ Julie Fox Linkedin: https://www.linkedin.com/in/julie-fox-1b05395a/ Julie’s Book on Amazon: https://amzn.to/4u1qO4c Grab our FREE resources here: ⁠⁠https://thecustomersuccesspro.com/resources⁠⁠ Want to be our next podcast guest? Apply here: ⁠⁠https://www.thecustomersuccesspro.com/podcast-guest⁠⁠ Book Anika as a speaker at your next team event: ⁠⁠https://www.thecustomersuccesspro.com/team-event

    1hr 2min

  7. 8 Apr

    Why Renewals Are Won or Lost Before the Renewal Call

    Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠ This episode explores how customer success teams can proactively manage renewals by focusing on value realization, strategic alignment, and continuous impact storytelling. Learn practical frameworks to improve retention, expand revenue, and build confidence in renewal conversations. Chapters: 00:00 Introduction 04:29 The misconception of renewal timing and value realization 09:35 The role of success plans in renewal success 11:01 Practicing value-led conversations and strategic discovery 16:15 Tracking revenue metrics and business goals 17:58 Leading indicators of renewal risk and budget cycle awareness 18:57 Making every customer interaction a value conversation 22:38 Weekly challenges for customer success teams Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

    27 min

  8. 1 Apr

    How to Handle Customers Asking for a Discount on Renewal

    Check out our team workshops: https://www.thecustomersuccesspro.com/team-event⁠ In this episode, Anika Zubair breaks down how Customer Success professionals should handle discount requests during renewals without panicking or immediately conceding. She explains why discount conversations are rarely about price and usually signal unclear value. Anika shares common mistakes CSMs make, including negotiating against themselves and failing to diagnose the root cause. She outlines a practical framework to shift the conversation from price to ROI, protect value, and lead renewal negotiations like a revenue owner. Chapters: 00:00 Introduction 02:22 Why Customers Ask for Discounts in Today’s Market 07:00 The Biggest Mistake CSMs Make with Discounts 12:00 Stop Negotiating Against Yourself 14:03 Diagnose the Real Reason Behind Discounts 16:23 Step 1 18:09 Step 2 19:40 Step 3 23:09 Weekly Challenge Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

    28 min
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5
out of 5
2 Ratings

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

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