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. 2d ago

    How a Strategic CSM Turns Success Plans into $2M ROI Stories with Erika Villarreal

    Book a workshop: https://bit.ly/4wEOJbD Most customer success teams have a success plan template. Very few have success plans anyone actually uses after onboarding.In this episode, Erika Villarreal, Strategic fCustomer Success Manager at Eptura, comes back to the show to share how she builds success plans that executives respect. She manages Fortune 100 and Fortune 500 accounts with up to 20 stakeholders each, and her success plans are what drive her renewals and expansions. Chapters: 00:00 Why most success plans never get used 03:03 Meet Erika Villarreal, Strategic CSM at Eptura 05:20 Life as a strategic CSM 15:30 Erika's career ambition and non-linear career paths 21:50 What a success plan is and how to build one 28:45 Keeping the plan alive with a milestone tracker 37:40 Getting baselines and benchmarks your customers won't share 48:30 The commercial CSM: solution selling vs pitch slapping 54:38 Turning success plan metrics into a dollar ROI 01:02:30 Quick fire round, 2027 predictions and next guest Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy™: ⁠https://thecustomersuccesspro.com/revup⁠ Connect with Tiina Kanninen: LinkedIn: ⁠https://www.linkedin.com/in/tiinakanninen/⁠ 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 Business Inquiries: ⁠hello@thecustomersuccesspro.com

  2. Oct 28

    Turning CSMs Into Commercial Operators: Why Kickoff Is the Best Training Moment of the Year

    Book a workshop: https://bit.ly/4wEOJbD Late October is when Customer Success leaders lock next year's kickoff agenda and enablement budget, and most of that money is about to go on a motivational speaker and a roadmap readout. In this episode Anika Zubair argues that kickoff is the highest leverage training moment of the year, because it is the only day the whole team is in one room, the number is fresh, and nobody has territory fatigue yet. She breaks down what a commercial operator is versus a relationship manager, the four skills that actually transfer, and the design rule that training only sticks when it runs on real accounts and gets reinforced for ninety days afterward. Plus a blunt list of what to cut from your kickoff. Chapters: 00:00 The kickoff 02:45 The enablement spending gap 10:05 Corporate workshops 13:00 Commercial operator versus relationship manager 15:30 The four skills that actually matter 22:15 What to cut from your kickoff26:30 Your challenge 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 Business Inquiries: hello@thecustomersuccesspro.com

  3. Oct 21

    Verified Customer Outcomes with Tiina Kanninen

    Book a workshop: https://bit.ly/4wEOJbD In this episode, Tiina Kanninen, SVP of Global Customer Success at RELEX Solutions, shares insights on verified outcomes, value delivery, and how AI accelerates proving value to customers. Discover how her team builds trust, manages diverse stakeholders, and drives revenue growth through strategic customer success practices. Chapters: 00:00 Introduction to Tiina Kanninen and RELEX 02:19 Tiina's journey and team overview 04:06 The concept of verified outcomes 22:14 Impact of verified outcomes on renewals and growth 30:26 Using AI to prove value faster 43:37 Managing changing priorities and stakeholder expectations 49:46 Training and enablement for customer success teams 54:04 Future of customer success and next steps Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Connect with Tiina Kanninen: LinkedIn: https://www.linkedin.com/in/tiinakanninen/ 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 Business Inquiries: hello@thecustomersuccesspro.com

  4. Oct 14

    The Framework That Turns a CS Team into a Revenue Team

    Book a workshop: https://bit.ly/4egTU9D ⇩ open me! ⇩ Anika Zubair discusses how customer success teams can truly become revenue-driving units by adopting the right operating frameworks, skills, and organizational changes. She emphasizes the importance of aligning team practices with revenue goals and provides practical steps to achieve this transformation. Chapters: 00:00 Introduction: The disconnect in customer success and revenue 02:17 The industry shift: Customer success as a revenue function 04:00 The gap between perception and reality in CS roles 07:58 The impact of unfunded mandates and organizational change 10:18 What needs to change for CS to truly own revenue 13:41 The importance of forecasting and visibility in renewal 16:02 The human cost and burnout in reactive CS teams 17:23 Training and practicing revenue conversations 20:12 The four Rs framework: Rhythm, Radar, Room, Reward 33:40 Summary of the four Rs and organizational change 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

  5. Sep 16

    Why Your Team Is Missing NRR Targets (It’s Not What You Think)

    FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass Anika Zubair discusses the real reasons behind missing net revenue retention targets in SaaS, emphasizing system design over talent and providing practical solutions for customer success teams to drive revenue growth. Chapters: 00:00 Introduction: Why NRR Misses Are Not Talent Problems 08:08 The Role of Customer Success in SaaS Growth 09:29 Common Systemic Mistakes in SaaS Organizations 12:08 Treating NRR as an Outcome, Not a Process 16:21 Building Effective Renewal Processes 17:12 Activity vs. Impact in Customer Success 20:52 Skills and Systems Gaps in Customer Success 23:12 What a Revenue-Driven Customer Success Team Looks Like 31:21 Weekly Challenge 36:54 Investing in Your Customer Success Skills 37:23 Closing and Next Steps 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. Sep 9

    Scaling Digital Customer Success with AI with Joe Di Grande

    FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode, Joe Di Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment. He shares insights on building scalable, automated customer success programs and the importance of data and the human touch. Chapters: 00:00 Introduction 03:03 Joe Di Grande's Background and Role at Gong 07:12 The Change from Digital CS to Revenue Architecture 11:57 Defining Digital and Scaled Customer Success 16:36 Impact of AI on Digital Customer Success 23:39 Starting an AI-Powered Digital CS Program 30:01 Data as the Foundation for AI in CS 37:43 The Future of AI in Customer Success 43:48 Quickfire Predictions and Insights Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Joe Di Grande: LinkedIn: https://www.linkedin.com/in/josephdigrande/ 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

  7. Sep 2

    Stop Reporting Churn. Start Forecasting NRR.

    Book a call to discuss a workshop: https://bit.ly/4wEOJbD In this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth. Chapters: 00:00 Introduction: The problem with churn reporting 03:28 Understanding and calculating NRR 06:18 The shift from growth at all costs to efficiency 10:30 Why focus on existing customers for growth 16:54 How to forecast NRR effectively 20:28 Tracking leading indicators for customer health 22:18 Confidently presenting forecasts to leadership 28:41 Building a forecasting culture within your team 30:35 The importance of embedding NRR into daily reporting 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. Aug 26

    Your First 90 Days Owning an NRR Number: The VP of Customer Success Operating Plan

    Book a workshop: https://bit.ly/4wEOJbD Anika Zubair shares a comprehensive guide for new and aspiring VP of Customer Success, focusing on how to manage and improve net revenue retention (NRR) in the first 90 days. She emphasizes the importance of data, systematized processes, and leadership mindset to succeed in a revenue-driven customer success role. Chapters: 00:00 Introduction 09:37 The importance of a proactive operating system 13:41 Training teams on commercial skills 16:24 The mistake of accepting numbers without math 19:11 Operating as a super CSM versus a leader 24:00 Building your NRR math and forecast system 31:17 Weekly renewal and expansion review meetings 33:57 Rebuilding the math and predicting the number 35:49 Applying lessons: homework challenge for listeners 39:02 Final thoughts: system, numbers, and leadership mindset 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

See All (87)

5
out of 5
8 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

Information

You Might Also Like