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

    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

  2. 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

  3. 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

  4. 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
  5. Being the First CS Leader within a Go-to-Market Team with Ashley Stamps-Lafont

    JAN 7

    Being the First CS Leader within a Go-to-Market Team with Ashley Stamps-Lafont

    Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, host Anika Zubair and guest AsAshley Stamps-Lafont discuss the evolving role of customer success within go-to-market strategies. They explore the importance of building relationships, establishing trust, and the necessity of aligning customer success with revenue goals. Ashley shares her experiences as the first VP of Customer Success at Quotapath, emphasizing the need for customer success leaders to understand financial metrics and the shift towards revenue ownership. The conversation also touches on the future of customer success, the importance of communication, and actionable advice for aspiring leaders in the field. Chapters: 00:00 The Role of Customer Success in Go-To-Market Strategy 14:39 Building Relationships and Trust in Customer Success 24:44 Metrics and Revenue Ownership in Customer Success 39:29 Future Directions for Customer Success 46:51 Advice for Aspiring Customer Success Leaders Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Ashley Stamps-Lafont: Linkedin: https://www.linkedin.com/in/ashleystampslafont/ 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

    55 min
  6. Your 2026 Playbook: How to Future-Proof Your CS Career

    12/17/2025

    Your 2026 Playbook: How to Future-Proof Your CS Career

    Download the CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkoutIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the rapidly changing landscape of customer success and the importance of future-proofing one's career in this field. She outlines key trends, common mistakes professionals make in career planning, and provides a playbook for success that includes leveraging AI, connecting work to revenue, and building a personal operating system. Anika emphasizes the need for customer success professionals to take ownership of their career paths and to continuously adapt to the evolving demands of the industry.Chapters:00:00 Navigating Change in Customer Success02:41 The Impact of AI on Customer Success05:50 Common Mistakes in Career Planning08:38 Future-Proofing Your Career11:23 Building Your Personal Operating System14:35 Leveraging AI as a Co-Pilot17:20 Tracking Your Achievements20:28 Acting Like the Next Level Version of You 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

    43 min
  7. How CS Pros Can Drive More Revenue Without Becoming Sales

    12/10/2025

    How CS Pros Can Drive More Revenue Without Becoming Sales

    Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkout Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success professionals in driving revenue without resorting to traditional sales tactics. She emphasizes the importance of recognizing opportunities, creating value, and leading with impact. Anika outlines common mistakes made by CS professionals, reframes the concept of revenue generation, and provides a three-part framework for effectively engaging with customers to uncover growth opportunities. The episode concludes with a challenge for listeners to practice proactive revenue thinking in their customer interactions. Chapters: 00:00 Introduction to Commercial Customer Success 02:43 The Shift in Customer Success Expectations 05:34 Common Mistakes 08:43 Reframing Revenue Conversations 11:22 The Importance of Discovery 14:32 Connecting Value to Business Outcomes 17:18 Identifying Expansion Opportunities 20:23 Weekly Challenge 23:05 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

    30 min
  8. Building High-Performing CS Teams Without Playbooks with Courtney Balban

    12/03/2025

    Building High-Performing CS Teams Without Playbooks with Courtney Balban

    Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro The Objection Handling Guidebook for CS: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Courtney Balban, VP of Customer Success at Leadr, a manager enablement platform. They unpack how Courtney went from therapist to CS leader, why curiosity is a true superpower in customer conversations, and how her team runs a full cycle CS model without relying on rigid playbooks. Courtney shares how she teaches CSMs to sit in discomfort, separate noise from impact, and use deeper discovery to uncover real business problems instead of reacting to surface requests. They also dig into psychological safety, call coaching, leading managers through the teddy bear plus bulldozer balance, and the shift from retention first thinking to treating CS as a growth engine that speaks in outcomes and revenue language. Chapters: 00:00 Introduction 06:55 Inside Leadr, full cycle CSMs and structuring the post-sale team 14:16 Cutting through the noise, activity versus impact and root cause thinking 23:10 Redefining customer value and building a team without rigid playbooks 30:32 Curiosity as a superpower 36:54 Why CSMs stop one question too early and how to go deeper without feeling salesy 42:19 Psychological safety, call coaching and how the team transformed 47:31 Leading leaders, big lessons learned Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Courtney Balban: Linkedin: https://www.linkedin.com/in/courtneybalban/ 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

    58 min
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5
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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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