Customer Success Talks

Real Challenges, Experts Advice
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Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you're transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part of our community, where we grow and succeed together!

  1. 20 HR AGO

    Becoming a CS Leader for the First Time: Stop Burnout Before It Starts

    In this episode, we explore intentional leadership a grounded, self-aware way of leading that helps Customer Success professionals navigate stress, prevent burnout, and build healthier habits. I'm joined by leadership coach Norma Serena Hogan and CS leader Olya Kinash, we break down the real challenges leaders face behind the scenes: invisible emotional loads, constant expectations, and the pressure to always be “on.” We discuss the science of stress, why it impacts strategic thinking, and how to reset your nervous system using simple tools you can apply between meetings. Olya shares how Norma’s program transformed her leadership style, helping her shift from reactive habits to clarity, boundaries, and emotional stability. This conversation is practical, vulnerable, and deeply relevant for today’s CS leaders. Whether you're moving into leadership or already in the role, this episode will help you lead with more purpose, energy, and alignment. Key Takeaways: The science behind stress and how it affects your decision-making Practical tools: deep breathing, 3-step pause, grounding, value alignment The power of intention setting and celebrating small wins How boundaries shape confident and sustainable leadership This episode was inspired by Norma's program. Take a look the link below and start learning how to lead with Intention: https://intentionalleadership.ca/masterclass-sustainable-leadership Connect with Us:Norma Serena Hogan - https://www.linkedin.com/in/normaserena/?locale=en Olha Kinash - https://www.linkedin.com/in/olha-kinash-4195b4210/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

    53 min

  2. 15 APR

    CSM Quick lesson: Navigating Global Workplaces Hierarchy & Cultural Nuances

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

    12 min

  3. 8 APR

    Becoming a CS Leader for the First Time: Leading Without a Title, Influence, Personal Branding

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

    41 min

  4. 1 APR

    CSM Quick Lesson: Revenue Focus, Mindset & Tactical Tips Revealed

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

    10 min

  5. 25 MAR

    Becoming a Customer Success Leader for the First Time | How to Navigate Your First Leadership Role

    In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time.Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance between guidance and autonomy. We dived deep into the realities of managing teams, building trust, navigating authority, and communicating effectively as a new leader. Key Takeaways:- Leadership is about helping others succeed, not just yourself.- Curiosity drives effective coaching and team growth.- Balance guidance with trust — avoid micromanagement.- Communication and vulnerability are cornerstones of strong leadership.- Building a supportive, transparent environment fuels performance. In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time.Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance between guidance and autonomy.We dived deep into the realities of managing teams, building trust, navigating authority, and communicating effectively as a new leader.Key Takeaways:- Leadership is about helping others succeed, not just yourself.- Curiosity drives effective coaching and team growth.- Balance guidance with trust — avoid micromanagement.- Communication and vulnerability are cornerstones of strong leadership.- Building a supportive, transparent environment fuels performance. Connect with Us: Stefan Kiefer - https://www.linkedin.com/in/stefan-kiefer-a917665a/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/ This episode is part of the series “Becoming a CS Leader for the First Time.”

    56 min

  6. 18 MAR

    CSM Quick Lesson: AI Skills & Strategy for 2025 & Beyond!

    CSM Quick Lesson with Kelley TurnerCustomer success doesn't require a specific background. In fact, the most diverse teams often excel in this role. Professionals from digital marketing, sales, consulting, and even food service bring unique abilities. The key is prioritizing effectively, looking ahead, and understanding the customer's world. Using AI tools like Vitally and ChatGPT can help gather insights, automate tasks, and personalize interactions. Being clear on the question to get right data and outputs is one of the core skills in 2025 for a CSM. You can find the full conversation below: YouTube - https://youtu.be/x98IkZMMiSE Spotify - https://open.spotify.com/episode/46dVCGqtxFDJ6dRgGlXksQ?si=c_tLRcH1TgqebFRKFmqo0A Linkedin: Kelley Turner - https://www.linkedin.com/in/kelleyturner/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

    12 min

  7. 11 MAR

    How to Write Messages That Get Replies | Jen Allen-Kanuth

    In the fast-paced world of Customer Success, every email counts but how do you make yours stand out in a crowded inbox? In this episode Jen Allen-Kanuth, sales trainer and co-founder of DemandJen, to uncover the psychology and strategy behind writing emails that get real responses. We break down what separates an ignored message from one that drives meaningful conversations from understanding the buyer’s mental spam filter to crafting subject lines that capture attention in under three seconds. In this episode, you’ll learn: - Why intention is the foundation of every effective email. - How the law of least effort influences your reader’s behavior. - Ways to use AI tools like ChatGPT to personalize your outreach. - What makes a subject line trigger the right kind of curiosity. - Real examples of cold emails that actually worked. Get to know how DemandJen and how Jen help sales teams defeat customer status quo and earn buyer attention. https://demandjen.com/ Connect with Us: Jen Allen-Kanuth - https://www.linkedin.com/in/demandjen1/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/ Whether you’re a Customer Success Manager, Sales professional, or anyone who lives in their inbox, this episode will help you write smarter, more human emails that connect and convert. 🎧 Tune in now and start mastering the art of intentional communication.

    53 min

  8. 4 MAR

    CSM Quick Lesson: How To Build Success & Partnerships with Anika Zubair

    In today's CSM Quick Lesson with Anika Zubair!CSM needs to proactively focus on customer business outcomes, not just product features. By understanding and aligning with customer goals, CSMs drive strategic partnerships and business growth. It is not just about product knowledge; it is about enabling customer success. You can find the full conversation below: YouTube - https://youtu.be/GOSTIG69n-8 Spotify - https://open.spotify.com/episode/1B7stSF6APgBjCE1LzlnRI?si=mV_-Zx3WTuWX8nhmE16c9Q Linkedin: Anika Zubair - https://www.linkedin.com/in/anikazubair/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

    12 min
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About

Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you're transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part of our community, where we grow and succeed together!

Information

  • Creator
    Real Challenges, Experts Advice
  • Years Active
    2023 - 2026
  • Episodes
    90
  • Rating
    Clean
  • Copyright
    © Real Challenges, Experts Advice
  • Show Website
    Customer Success Talks

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