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. 13h ago

    AI For QBR Prep and How To Build A Board Ready Value Story

    Book a team workshops: https://bit.ly/4wEOJbD This episode explores how customer success professionals can leverage AI to streamline quarterly business review prep, build compelling value stories, and ultimately drive revenue growth. Anika Zubair shares practical frameworks and tips to transform data analysis into strategic conversations.Chapters00:00 Introduction to AI in Customer Success03:13 The Gap Between AI Curiosity and Usage11:45 Introducing the BOARD Framework13:39 Measuring Outcomes with AI18:11 Quantifying Revenue Impact20:55 Using AI to Identify Growth Opportunities21:23 The Human Element in Value Storytelling24:38 From Status Reports to Closing Arguments25:07 The Power of a Revenue-First Approach26:01 Weekly Challenge: Implementing the Framework28:47 Final Tips for Effective QBRs 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

  2. Aug 5

    Handling Price Increase Conversations Without Losing Customer Trust

    Book a team workshop - https://bit.ly/4wEOJbD This episode explores how customer success professionals can effectively handle price increase conversations without damaging trust. It covers common mistakes, a proven framing method, and practical tips to protect and grow revenue during renewal discussions. Chapters 00:00 The common fear around price increase conversations 04:22 Value alignment reduces churn 07:08 Common mistakes in price increase conversations 14:02 Frame the value first before discussing price 16:45 Anchor prices against value and cost of leaving 17:41 Meet objections with curiosity 19:02 Earn the customer’s yes by linking to future value 22:17 Handling objections with questions and curiosity 25:31 Recap: The key to successful price increases 26:00 The importance of framing and trust 29:01 Final thoughts 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 29

    AI Adoption in Customer Success: What ServiceNow Is Actually Doing with Neil Sparkes

    Join RevUP Academy: https://bit.ly/4wRZDuY Neil Sparkes, AVP of Customer Excellence at ServiceNow UK&I, has a global mandate to move agentic AI out of the experiment phase and into live production inside heavily regulated enterprises. In this episode he breaks down why efficiency gains no longer land with a CFO, how ServiceNow benchmarks real cost savings before and after agents, and where to draw the line between what an agent executes on its own and what still needs a human. We also get into the AI divide that is separating fast adopters from everyone else, why token bills are landing on finance desks with no ROI attached, and whether the SaaS model actually survives all this. Neil also shares why he brought in external training on value conversations for his team, and what he thinks CS will be held accountable for next year. Chapters: 00:00 Intro 03:19 Meet Neil "Sparky" Sparks of ServiceNow 16:50 Getting regulated enterprises to adopt agentic AI 22:05 Why efficiency gains no longer convince a CFO 25:00 Treat an AI agent like a new employee 31:10 Start here: low risk, zero human touch workflows 35:06 Separating your personal AI from your work AI 39:30 The AI divide and token bills with no ROI 42:13 Ripping out your tech stack: is SaaS dead? 49:41 What AI is doing to renewals and upsells Connect with Neil Sparkes: https://www.linkedin.com/in/neil-sparkes/ 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

  4. Jul 15

    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

  5. 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

  6. 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

  7. 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

  8. 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

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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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