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. 4D AGO

    Stop Doing Check In Calls and Turn Every Customer Conversation Into A Value Call

    Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠ 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

    35 min

  2. MAR 4

    How To Build A Revenue Success Plan Your Customer Will Actually Use

    Check out our team workshops: ⁠https://www.thecustomersuccesspro.com/team-event⁠ In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical importance of creating effective revenue success plans that are actively used throughout the customer journey. She highlights common mistakes made in building these plans, such as creating static documents that are not revisited and failing to involve customers in the process. Anika emphasizes the need for these plans to focus on clear business outcomes and to be living documents that guide customer interactions. The episode concludes with a practical challenge for listeners to enhance their success plans. Chapters 00:00 Introduction 02:10 The Importance of Living Success Plans 12:16 Common Mistakes in Building Success Plans 13:08 Defining Revenue Success Plans 17:25 Utilizing Success Plans Throughout the Customer Journey 21:24 The 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

    26 min

  3. FEB 25

    How to Prove ROI When Your Product Does Not with Natasha Evans

    Check out our team workshops: ⁠https://www.thecustomersuccesspro.com/team-event⁠ In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Natasha Evans, VP of Customer Growth at Hook, about the challenges of proving ROI in customer success when product metrics are lacking. They discuss the importance of value articulation, the role of marketing in customer success, and strategies for enabling customer success teams to effectively measure and communicate value. Natasha shares her insights from her career journey and emphasizes the need for customer success professionals to craft their own narratives and build strong partnerships with customers to drive success. Chapters 00:00 Introduction 02:48 Proving ROI in Customer Success 04:15 Natasha Evans: Career Journey and Insights 15:43 The Role of Marketing in Customer Success 22:13 Value Articulation and ROI Measurement 31:27 Creating ROI Metrics When They Don't Exist 41:32 Enabling Customer Success Teams 47:10 Future of Customer Success Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Connect with Natasha Evans: https://www.linkedin.com/in/natashaevans1/ Success Plan Generator: ⁠https://success.hook.co/success-plan/⁠ 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

    54 min

  4. FEB 18

    2026 predictions: Will Customer Success become Account Management or Support?

    Check out our team workshops: https://www.thecustomersuccesspro.com/team-event In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need for clarity in roles and outcomes. She highlights the ambiguity that has plagued customer success teams and the pressure they face to demonstrate value. Anika outlines common mistakes made in customer success practices and offers strategies for defining success in terms of customer outcomes. The episode concludes with a challenge for listeners to articulate the impact of their work in a way that resonates with business objectives. Chapters 00:00 Introduction 01:26 The Redefinition of Customer Success 03:58 The Ambiguity of Customer Success Roles 08:33 The Pressure on Customer Success Teams 10:48 Common Mistakes in Customer Success 18:39 Strategies for Defining Customer Success 23:32 Weekly Challenge and Recap 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

  5. FEB 11

    From PLG to SLG: How to Rebuild Customer Success When You Go Upmarket with Alon Ahronberg

    Enroll in RevUP Academy: https://thecustomersuccesspro.com/revup In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Alon Ahronberg, VP of Customer Success at Atera. They discuss the transition from a product-led growth model to a sales-led growth model, the importance of redefining customer success roles, and the implementation of proactive customer journeys. Alon shares insights on enhancing customer adoption, the significance of re-onboarding customers, and the role of AI in shaping the future of customer success. The conversation emphasizes the need for strategic leadership and project management in scaling customer success teams effectively. Chapters: 00:00 Introduction 03:14 Transitioning from Product-Led to Sales-Led Growth 05:54 The Importance of Customer Success in Tech 09:03 Building a Proactive Customer Success Organization 11:57 Defining Roles in Customer Success 14:47 Implementing Customer Journeys and Health Scoring 17:48 Enhancing Customer Adoption and Value 21:12 Re-Onboarding Customers for Success 23:52 The Role of AI in Customer Success 27:02 Challenges in Scaling Customer Success Teams 30:02 Lessons Learned from Moving Upmarket 32:46 Final Thoughts and Quickfire Questions Connect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Connect with Alon Ahronberg: https://www.linkedin.com/in/alon-ahronberg/ 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

    51 min

  6. JAN 28

    Turning Renewals into Predictable Revenue Forecasts and an Upsell Pipeline with Emma Lampert

    Signup for RevUP Academy: https://www.thecustomersuccesspro.com/revup In this episode of the Customer Success Pro Podcast, host Anika Zubair sits down with Emma Lambert, VP of Customer Success at Ably, to discuss the critical role of customer success in driving revenue. They explore how to turn renewals into predictable revenue forecasts, the importance of understanding customer engagement, and the strategies for effective upselling. Emma shares her insights on building a revenue-focused customer success team, the significance of financial literacy, and the necessity of asking direct questions during customer interactions. The conversation emphasizes the need for a structured approach to renewals and upsells, integrating them into a cohesive NRR strategy, and the value of continuous discovery throughout the customer journey. Chapters: 00:00 Introduction 03:00 The Role of Customer Success in Revenue Generation 05:55 Understanding Customer Engagement and Value Delivery 09:06 The Importance of Forecasting in Customer Success 12:10 Navigating the Commercial Landscape of Customer Success 15:02 Building a Revenue-Focused Customer Success Team 18:10 The Six-Month Renewal Framework 21:10 Asking the Right Questions for Renewals 24:09 Upselling Strategies in Customer Success 26:55 Integrating Renewals and Upsells into NRR Strategy 30:02 Best Practices for Revenue-Focused Customer Success 32:56 Quick Fire Questions with Emma Lambert Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Connect with Emma Lampert: https://www.linkedin.com/in/emmalampert/ 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

    57 min

  7. JAN 21

    The 3 Revenue Levers Every CS Pro Must Master in 2026

    Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro podcast, Anika Zubair discusses the critical revenue levers that customer success professionals must master to drive growth and protect their book of business. She emphasizes the importance of moving from a reactive role to a proactive one, focusing on adoption momentum, executive alignment, and expansion strategies. Anika provides actionable insights and a challenge for listeners to apply these concepts in their work, ultimately aiming to enhance their effectiveness and success in customer success roles. Chapters: 00:00 Unlocking Customer Success: The Revenue Levers 04:48 The Reactive Trap: Moving Beyond Task Doing 09:43 Mastering the Revenue Levers for Growth 14:25 From Task Doer to Revenue Driver: A Personal Journey 17:36 Your Weekly Challenge: Focus on Revenue Levers 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

    19 min

  8. JAN 14

    The One Thing That Turns You From Task Doer To Revenue Advisor

    Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of shifting from a task-driven mindset to a revenue-focused approach in customer success. She highlights common mistakes professionals make, such as treating their day like a support queue and waiting for sales to dictate upsell opportunities. Anika emphasizes the need for commercial ownership and provides actionable strategies for customer success professionals to become strategic advisors, including conducting value conversations and understanding customer insights. The episode concludes with a challenge for listeners to engage with their top accounts and deepen their business relationships. Chapters: 00:00 Introduction to Customer Success Transformation 03:01 The Shift from Task-Driven to Revenue-Focused 05:52 Common Mistakes in Customer Success 08:55 Understanding Commercial Ownership 11:53 Implementing a Revenue-Focused Weekly Rhythm 14:28 Value Conversations and Insights 17:43 Becoming a Strategic Business Advisor 20:34 Challenge: Elevate Your Customer Conversations 23:18 Conclusion and Call to Action 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

    26 min
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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

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