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. 6d ago

    Revenue Storytelling For Every Post Sale Role

    Book a team workshop: https://bit.ly/4egTU9D Anika Zubair discusses how customer success teams can better articulate their value to drive revenue, avoid being seen as a cost center, and climb the revenue proof ladder through effective storytelling and metrics. Chapters 00:00 Introduction 02:19 The receipts era and the importance of proof in SaaS 03:47 AI's impact on CS activities and the value of storytelling 05:14 The importance of storytelling to articulate CS value 06:08 The problem with reporting activity 07:27 How to connect work to revenue 19:36 The four levels of the proof 34:27 The key to recognition 36:16 Weekly challenge Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies:https://thecustomersuccesspro.com/resources

  2. Jul 8

    The Visibility Framework That Makes Leadership Remember Your Name For Promotions

    Team Workshop: https://bit.ly/4egTU9D Anika Zubair shares practical strategies for customer success professionals to increase visibility, demonstrate impact, and advance their careers by focusing on revenue-driven storytelling and multi-threading within organizations. Chapters 00:00 The Invisible CSM 02:48 Understanding Recognition in Customer Success 05:36 The Importance of Visibility in Career Growth 08:51 Common Mistakes Keeping CSMs Invisible 11:36 The Seen Framework for Visibility 23:21 Implementing the Scene Framework 35:25 Personal Journey: From Invisible to Visible 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

  3. Jul 1

    Why Customer Support Is Your Most Underrated Revenue Driver with Andrea Kayal

    Join RevUP Academy: https://bit.ly/4wRZDuY In this episode, Andrea Kayal, CRO at HelpScout, shares insights on how a small team manages a large customer base, the role of AI in customer support, and strategies for revenue growth through customer success and customer support. Chapters 00:00 Introduction 02:33 Meet Andrea Kale 03:46 Understanding Customer Success at Help Scout 17:07 Segmentation Strategies for 12,000 Customers 32:49 Revenue Generation from Support Teams 39:19 The Role of AI in Customer Support 43:59 Key Takeaways for Customer Success Leaders Connect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠ Connect with Andrea Kale: https://www.linkedin.com/in/andreakayal/ 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

  4. Jun 24

    How to Conduct Effective Churn Retrospectives

    Book a team workshop: https://bit.ly/4egTU9D In this episode, Anika Zubair dives deep into the importance of effective churn retrospectives in customer success. She shares practical frameworks, common mistakes, and actionable strategies to turn churn analysis into a revenue-driving process. 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

  5. Jun 17

    The Revenue Operating System: How to Plan a Quarter Like a Revenue Leader and Hit Your NRR and GRR Goals

    Book a team workshop: https://bit.ly/4egTU9D Anika Zubair shares a comprehensive revenue operating system for quarterly planning in customer success, emphasizing data-driven strategies, segmentation, forecasting, and cross-functional alignment to drive revenue growth and improve confidence in forecasting. Chapters: 00:00 The Shift to Revenue-Focused Customer Success 02:49 Understanding the Revenue Operating System 05:53 Data-Driven Decision Making in Customer Success 08:39 The Importance of Strategic Planning 11:47 Common Mistakes in Customer Success Planning 20:20 Building a Revenue Operating System 27:18 Implementing the Revenue Operating System 37:59 Aligning Cross-Functionally for Success 41:16 Weekly Challenge and Conclusion 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

  6. Jun 10

    AI Fluency in CS: How to Build a Team That Actually Adopts AI with Cassie Vaughn

    Book a workshop for your team: https://bit.ly/4egTU9DCassie Vaughn shares her journey from customer success to AI fluency, emphasizing the importance of AI as a co-pilot, building AI agents, and redefining the customer journey in SaaS. This episode offers practical insights for CS leaders aiming to integrate AI effectively and foster a culture of experimentation and growth.Chapters:00:00 The Journey of Customer Success Leadership02:45 Transitioning to Clay: A New Chapter06:10 Redefining Customer Success Roles09:09 The Evolution of Customer Success12:03 AI Fluency in Customer Success15:04 Building AI Fluency in Teams18:05 The Role of Trusted Advisors in CS21:09 Navigating AI Challenges Together27:14 Embracing Experimentation in Customer Success29:18 Building AI Agents for Enhanced Customer Support35:51 Overcoming AI Imposter Syndrome40:37 Redefining AI Fluency in Customer SuccessConnect with Cassie Vaughn: https://www.linkedin.com/in/cassiebrown/Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources

  7. Jun 3

    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

  8. May 27

    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

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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

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