The Customer UnSuccess Podcast

Joe Di Grande
  • 5.0 (3)
  • BUSINESS

Tired of Customer Success conversations that sound like they were written by a vendor's PR team?The Customer [Un]Success Podcast cuts through the noise to expose what’s actually broken in Customer Success, and other GTM roles, and what to do about it. Hosted by Joe Di Grande, a digital CS, Tech Touch, and RevOps leader with experience at companies like Business Insider, Ceros, and eMarketer, this podcast brings raw, unfiltered conversations with post-sale leaders who’ve been in the trenches.We talk about what happens when CS playbooks fail, when sales overpromises, and when retention depends on more than just relationships. Each episode dives into real-world stories, honest mistakes, and tactical strategies to fix what’s broken from scaling with automation to aligning cross-functional teams, driving NRR, and surviving in today’s efficiency-first SaaS world.Whether you’re in CS, CX, RevOps, or GTM, this is the podcast for people who are done pretending everything’s fine.

  1. The True Cost Of A Bad-Fit Customer And How To Walk Away w/ Shari Srebnick

    FEB 9

    The True Cost Of A Bad-Fit Customer And How To Walk Away w/ Shari Srebnick

    We trace a marquee deal that imploded at handoff, then rebuild the path from close to value with practical fixes for alignment, multithreading, and fit. Along the way, we count the real cost to serve and explain why some logos deserve a respectful no. • sales and CS alignment around goals, metrics, and roles • lean handoffs with internal kickoff and joint success plans • multithreading the retention group beyond the buyer • measuring cost to serve against ARR and CAC recovery • recognizing bad-fit customers and when to walk away • replacing heroics with repeatable processes and enablement • integrated tools and shared insights across CRM and CSP • learning paths and resources for strategic CSM growth If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way. Check out JoeDoesTechTouch.com and subscribe to our newsletter. 🎙️ Guest: Shari Srebnick Customer Success leader with 10+ years of experience 📣 Find Shari: LinkedIn: https://www.linkedin.com/in/sharisrebnick/  🔥 Topics Covered: 🟣 A chaotic “drop-the-mic” deal and what it teaches about sales–CS alignment 🟣 Why single-threaded deals and poor handoffs hurt time-to-value and churn risk 🟣 How to escalate issues without finger-pointing 🟣 Redesigning handoffs and internal kickoffs for stronger account plans 🟣 When heroics hide deeper ICP or strategy problems 🟣 Multi-threading post-sale and engaging the right contacts 🟣 Understanding cost to serve, CAC, and profitable vs. unprofitable accounts 🟣 Shared enablement between Sales and CS 📚 Resources Mentioned: 🟣 The Strategic Customer Success Manager — Lindsey’s top recommendation and team-wide read - https://www.amazon.com/Strategic-Customer-Success-Manager-Blueprint/ 🟣Multipliers - https://www.amazon.com/s?k=Multipliers&crid=XALJ7SZ10BK1&sprefix=multiplier%2Caps%2C175&ref=nb_sb_noss_1  🟣Impact Players: How to Take the Lead, Play Bigger, and Multiply Your Impact - https://www.amazon.com/Impact-Players-Take-Bigger-Multiply/  🟣Lean Analytics: Use Data to Build a Better Startup Faster - 🌐 Website https://www.joedoestechtouch.com/ 📰 Subscribe to the JDTT Newsletter – Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande 📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw _______________________________ Tools: Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4 Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

    50 min
  2. Saying Yes Too Much Hurts Results w/ Lindsey LeFaivre VP of Customer Success at AchieveIt

    JAN 26

    Saying Yes Too Much Hurts Results w/ Lindsey LeFaivre VP of Customer Success at AchieveIt

    We unpack how saying yes too fast derails outcomes and how visible boundaries make better teams. Lindsey LeFaivre shares hard-won lessons from a 1,500-branching workflow misfire to a delivery-room out-of-office, turning mistakes into practical leadership habits. • discovery before commitment on complex requests • validation of true customer needs and success metrics • small-team pressure, imposter syndrome, overwork triggers • rituals for boundaries and recovery during remote work • non negotiables on the calendar and offline windows • resource requests as a leadership signal not a weakness • meeting hygiene, playbooks and focus-time protection • interviewing for culture and real work-life balance • community learning and strategic customer success mindset If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way. For more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and subscribe to our newsletter. 🎙️ Guest: Lindsey LeFaivre Vice President of Customer Success at AchieveIt 📣 Find Lindsey: LinkedIn: https://www.linkedin.com/in/lindseyingalls/  🔥 Topics Covered: 🟣 Why early-career CS professionals struggle to say “no” — and how that leads to burnout 🟣 A real startup story of working 24 straight hours on a customer request that never shipped 🟣 How imposter syndrome drives unhealthy work habits in Customer Success 🟣 The hidden cost of always saying “yes” to customers instead of asking better questions 🟣 Why work-life balance isn’t 50/50 — it comes in seasons and tradeoffs 🟣 Lessons learned from working through maternity leave during COVID 🟣 Why asking for help is a leadership skill — not a weakness 🟣 The importance of setting and communicating non-negotiables (like school pickup time) 🟣 How leaders must model healthy boundaries to give teams permission to do the same 🟣 Why results matter more than hours logged — especially in remote CS teams 🟣 How to evaluate company culture by asking leaders what their work-life balance looks like 🟣 Why Customer Success culture thrives on generosity, transparency, and shared learning 📚 Resources Mentioned: 🟣 The Strategic Customer Success Manager — Lindsey’s top recommendation and team-wide read - https://www.amazon.com/Strategic-Customer-Success-Manager-Blueprint/ 🟣 Atlanta Customer Success Community — https://www.atlcs.community/ 🌐 Website https://www.joedoestechtouch.com/ 📰 Subscribe to the JDTT Newsletter – Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande 📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw _______________________________ Tools: Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4 Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

    37 min
  3. How We Turn Angry Clients Into Loyal Advocates w/ Rob Zambito CEO of Success Scaled Consulting

    JAN 12

    How We Turn Angry Clients Into Loyal Advocates w/ Rob Zambito CEO of Success Scaled Consulting

    We trade war stories from diner counters and real estate closings to show how psychology, better playbooks, and value-add concessions defuse escalations and protect renewals. Rob shares Feel–Felt–Found, digital cancellation flows, and why discounts can backfire. • reframing escalations as signals of product importance • teaching teams Feel–Felt–Found to de-escalate • avoiding discount reflex in renewals • using value-add concessions before price cuts • building digital cancellation flows that retain • applying defaults, loss aversion and social proof • separating usage, adoption, ROI and value • behavior design lessons from Planet Fitness • books, tools and journaling for learning loops • how to contact Rob for frameworks and support If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's besty along the way. For more frameworks, tools, automated playbooks, check out Johda'sTechTouch.com and subscribe to our newsletter. That link is in the description. 🎙️ Guest: Rob Zambito Founder & CEO of Success Scaled Consulting 📣 Find Rob: LinkedIn: https://www.linkedin.com/in/rob-zambito/  🔥 Topics Covered: 🟣 Why customer escalations increase as products become more mission-critical 🟣 Reframing escalations as signals of value — not Customer Success failure 🟣 The danger of positioning CS as the default “escalation department” 🟣 How poor escalation handling unintentionally trains customers to escalate again 🟣 Why discounts are the laziest (and most harmful) concession during escalations 🟣 Using psychology — loss aversion, reciprocity, and defaults — to guide better outcomes 🟣 How the Feel–Felt–Found framework works when used for emotional validation (not deflection) 🟣 The role of executive presence and confidence in high-stakes customer conversations 🟣 Why customers don’t want explanations — they want to feel heard first 🟣 How CS leaders can design escalation paths that protect long-term value, not just short-term peace 🌐 Website https://www.joedoestechtouch.com/ 📰 Subscribe to the JDTT Newsletter – Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande 📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw _______________________________ Tools: Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4 Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

    47 min
  4. Digital CS, Done The Hard Way w/ Madelyn DePrey Global VP of Customer Success @ Aircall

    10/20/2025

    Digital CS, Done The Hard Way w/ Madelyn DePrey Global VP of Customer Success @ Aircall

    We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. We reframe scaled CS to start at acquisition, tie product to retention, and use enrichment and scoring to focus human effort. • abrupt shift from named CSMs to pooled model for SMBs • misaligned sales promises creating a broken handoff • product-led trial design to reduce high-touch conversion • capturing use cases and goals during onboarding • proactive journeys with in-app prompts and time-based triggers • lead scoring and enrichment to flag high-potential accounts • applying sales science to expansion and retention • limits of health scores and importance of multi-threading • partnering with product on onboarding as a retention lever • cross-functional KPIs around NRR, GRR, and first six-month retention • piloting changes in APAC before global rollout • iterate quickly without waiting for perfect data If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way. And if you want more frameworks, tools, automated playbooks, check out Johto'sTechTouch.com and subscribe to our newsletter. 🎙️ Guest: Madelyn DePrey  Global VP of Customer Success at Aircall 📣 Find Madelyn:  LinkedIn: https://www.linkedin.com/in/madelyn-deprey-29a91642/  🔥 Topics Covered:  🟣 How Aircall transformed 70% of its customer base into a digital-first success model  🟣 Why digital CS starts at the top of the funnel — not post-sale  🟣 The risks of moving too fast in a scaled CS rollout (and how to recover)  🟣 How to apply the science of sales — lead scoring, enrichment & segmentation — to post-sale success  🟣 Why “perfect data” doesn’t exist and how to execute while still learning  🟣 Lessons from aligning Product, Sales, and CS around shared KPIs and OKRs  🟣 How the APAC region became Aircall’s testing ground for digital CS innovation  🟣 The power of cross-functional empathy and managing up when goals don’t align  🟣 Why hospitality belongs in tech — inspired by Danny Meyer’s Setting the Table  🟣 Madelyn’s favorite leadership resource: Kleiner Perkins’ “Grit” podcast 🌐 Website https://www.joedoestechtouch.com/ 📰 Subscribe to the JDTT Newsletter – Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande 📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw _______________________________ Tools: Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4 Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

    37 min
  5. From Fake Leads to Firm Ethics: Rebuilding Trust w/ Jerry Van Vort VP of CS @WUWTA

    10/06/2025

    From Fake Leads to Firm Ethics: Rebuilding Trust w/ Jerry Van Vort VP of CS @WUWTA

    We trace how a CS leader uncovered a flood of fake leads, rebuilt guardrails under investor pressure, and chose ethics over easy money—then connect those lessons to hiring, tooling, and scaling without losing the plot. The stories move from legal lead ops to cannabis lab testing, all through the lens of trust and customer value. • discovering affiliate-driven fake leads and broken credit policies • installing KPIs, tools, and training in a headless CS org • pushing product safeguards and partner governance • choosing quality over quantity and pricing for value • handling escalations, lawsuits threats, and investor pressure • ethics under fire: refusing a $20,000 bribe • hypergrowth pitfalls: five CEOs in five years • asking sharper questions before taking a role • proactive learning and problem-led improvement If you got some value from this conversation, hit subscribe, leave a rating or review, share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way. And if you want more frameworks, tools, automated playbooks, check out JodasX.com and subscribe to our newsletter. 🎙️ Guest: Jerry Van Vort  📣 Find Jerry:  LinkedIn: https://www.linkedin.com/in/jerryjv/  🔥 Topics Covered:  🟣 Lessons from transitioning careers: from winemaking 🍷 to cannabis 🌱 to SaaS  🟣 Why quality over quantity matters in customer delivery  🟣 How ethics under pressure (like refusing a $20k bribe) builds long-term trust  🟣 The chaos of hyper-growth: scaling from 12 → 150 employees in 12 months  🟣 Surviving 5 CEOs in 5 years and what that taught about leadership resilience  🟣 Why interviewing a company is just as important as them interviewing you  🟣 The three questions Jerry always asks before joining a new company  🟣 The importance of structure: KPIs, compensation fairness, and bringing in outside talent 🌐 Website https://www.joedoestechtouch.com/ 📰 Subscribe to the JDTT Newsletter – Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande 📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw _______________________________ Tools: Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4 Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

    44 min
  6. Leading Without a Playbook w/ Stephanie Blair

    09/29/2025

    Leading Without a Playbook w/ Stephanie Blair

    Stephanie Blair, founder and CEO of Know and Flourish, shares profound insights from her experience leading sales and customer success teams across the US and UK. Her stories reveal how understanding each team member's unique motivations and adapting leadership styles across different cultural contexts can transform team performance. 🎙️ Guest: Stephanie Blair  📣 Find Stephanie:  LinkedIn: https://www.linkedin.com/in/blairstephanie/ Know & Flourish: https://www.knowandflourish.com/ Substack: https://knowandflourish.substack.com/  🔥 Topics Covered:  🟣 Why career strategy matters just as much as customer strategy  🟣 The underestimated leadership skills every CSM should be developing  🟣 How to align personal growth with company growth without burning out  🟣 The importance of intentionality in career moves and leadership development  🟣 Why influencing up is critical for CSMs who want to lead with impact  🟣 The role of vulnerability and connection in effective leadership (inspired by Brené Brown) 📚 Resources & Mentions: The Five Dysfunctions of a Team – Patrick Lencioni - https://amzn.to/3VICoST The Myth of the Nice Girl – Fran Hauser - https://amzn.to/4gM8bfa Radical Candor – Kim Scott - https://amzn.to/46ESMsA  🌐 Website https://www.joedoestechtouch.com/ 📰 Subscribe to the JDTT Newsletter – Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande 📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw _______________________________ Tools: Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4 Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

    36 min
  7. The Silent Competitor: How One Client Deployed a Rival Solution Under the Radar w/ Kristi Faltorusso

    09/22/2025

    The Silent Competitor: How One Client Deployed a Rival Solution Under the Radar w/ Kristi Faltorusso

    The competitive landscape in SaaS is ruthless, with rivals actively targeting your existing customers who already have budget allocated and pain points identified. Customer Success teams must develop competitive awareness to avoid being blindsided at renewal time. • Competitors view your customers as prime targets since they've already secured budget and demonstrated willingness to invest • CSMs often operate with less competitive awareness than sales teams, leaving them vulnerable to blindside attacks • One flagship enterprise account maintained perfect usage while secretly implementing a competitor for an entire year • Warning signs included missed meetings, vague reassurances, and non-committal responses about renewal intentions • Customers using competitor-specific terminology ("Alphabet Soup") signals they're engaging with competitive materials • First-year customers are at highest risk since competitors know exactly when your renewal is approaching • Some competitors use underhanded tactics like offering free first years with NDAs to prevent head-to-head comparisons • Drastically cutting prices can backfire, causing prospects to question the value of your solution • Monitor community forums like Reddit where users anonymously discuss their experiences with various solutions • When a customer says "you shouldn't be concerned," that's precisely when you should be most concerned For more resources on customer success, connect with Christy on LinkedIn or visit her website at christyfalt.com where she shares free resources for customer success professionals. 🎙️ Guest: Kristi Faltorusso  📣 Find Kristi:  LinkedIn: https://www.linkedin.com/in/kristiserrano/ Website & Newsletter: https://www.kristifaltorusso.com/  📚 Resources & Mentions: ClientSuccess – https://www.clientsuccess.comKristiFaltorusso.com – Newsletter, resources, and CS thought leadership 🌐 Website https://www.joedoestechtouch.com/ 📰 Subscribe to the JDTT Newsletter – Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande 📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw _______________________________ Tools: Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4 Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

    39 min
  8. From Farmhouse Tables to Digital Community: An Entrepreneur's Journey w/ Brad Davis of Success Panda

    09/15/2025

    From Farmhouse Tables to Digital Community: An Entrepreneur's Journey w/ Brad Davis of Success Panda

    Brad Davis shares how your professional network directly correlates with career success in customer success, emphasizing that careers are team sports requiring consistent engagement rather than last-minute networking. • Brad's entrepreneurial journey began with Cincinnati Farmhouse Tables, teaching him valuable business lessons • Success Panda was born from identifying the need for centralized CS resources and meaningful professional connections • The platform uses a $2-$4 microtransaction model to ensure both parties have "skin in the game" • Unlike LinkedIn, Success Panda allows professionals to monetize their knowledge through a marketplace for templates and resources • Anonymous posting features enable professionals to ask sensitive questions without fear • Brad's "professionally brush your teeth" analogy highlights the importance of regular career maintenance • Events, communities, and resource aggregation help provide a one-stop shop for CS professionals • Mentorship dramatically impacts career trajectory, with 69% of CEOs crediting mentors with helping them make better decisions • The book "Thinking in Moments" teaches how to engineer peak experiences in customer journeys Join Success Panda's community for customer success professionals at successpanda.com, or connect with Brad on LinkedIn. 🌐 Website https://www.joedoestechtouch.com/ 📰 Subscribe to the JDTT Newsletter – Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande 📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw _______________________________ Tools: Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4 Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

    46 min
See All (25)

Ratings & Reviews

5
out of 5
3 Ratings

About

Tired of Customer Success conversations that sound like they were written by a vendor's PR team?The Customer [Un]Success Podcast cuts through the noise to expose what’s actually broken in Customer Success, and other GTM roles, and what to do about it. Hosted by Joe Di Grande, a digital CS, Tech Touch, and RevOps leader with experience at companies like Business Insider, Ceros, and eMarketer, this podcast brings raw, unfiltered conversations with post-sale leaders who’ve been in the trenches.We talk about what happens when CS playbooks fail, when sales overpromises, and when retention depends on more than just relationships. Each episode dives into real-world stories, honest mistakes, and tactical strategies to fix what’s broken from scaling with automation to aligning cross-functional teams, driving NRR, and surviving in today’s efficiency-first SaaS world.Whether you’re in CS, CX, RevOps, or GTM, this is the podcast for people who are done pretending everything’s fine.

Information

  • Creator
    Joe Di Grande
  • Years Active
    2025 - 2026
  • Episodes
    25
  • Rating
    Explicit
  • Copyright
    © 2026 The Customer UnSuccess Podcast
  • Show Website
    The Customer UnSuccess Podcast