Customer Success Talks

Real Challenges, Experts Advice
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Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you're transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part of our community, where we grow and succeed together!

  1. 15H AGO

    Everyone Has a Brand—Are You Controlling Yours?

    In this episode, I had such a real and human conversation with Sandy Yu, founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile. Sandy shares how personal branding begins with identity, self-awareness, and understanding how others perceive us. She explains why every professional—especially in Customer Success—benefits from taking ownership of their brand, gathering honest feedback, and showing up consistently with authenticity and intention. From defining our audience, to leveraging LinkedIn more strategically, to creating meaningful content that aligns with your values, this conversation offers practical, human, and deeply grounded guidance for anyone looking to grow their career and strengthen their professional presence. Whether you’re transitioning into Customer Success, developing your voice, or simply trying to understand how to present yourself with confidence, this episode will remind you that: Everyone has a brand. Authenticity matters. And building your brand is a marathon—not a sprint. In this episode, I had such a real and human conversation with Sandy Yu, founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile.Sandy shares how personal branding begins with identity, self-awareness, and understanding how others perceive us. She explains why every professional—especially in Customer Success—benefits from taking ownership of their brand, gathering honest feedback, and showing up consistently with authenticity and intention.From defining our audience, to leveraging LinkedIn more strategically, to creating meaningful content that aligns with your values, this conversation offers practical, human, and deeply grounded guidance for anyone looking to grow their career and strengthen their professional presence.Whether you’re transitioning into Customer Success, developing your voice, or simply trying to understand how to present yourself with confidence, this episode will remind you that:Everyone has a brand.Authenticity matters.And building your brand is a marathon—not a sprint. Get to know how Sandy helps the Go-to-market team solve their challenges and all the resources she shares. www.revenueretention.net Connect with Us: Sandy Yu - https://www.linkedin.com/in/sandysyu/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

    41 min

  2. FEB 18

    CSM Quick Lesson: Turn Data into Engaging Narratives With Alexander Grabner-Jarlung

    In today's CSM Quick Lesson with Alexander Grabner-Jarlung you will discover the ABCDO of Storytelling framework that offers a structured approach to using stories effectively in customer success. Each element—Answer, Bounce, Counter, Duo, and Object—provides a unique way to leverage storytelling. By incorporating emotion and anticipation into data presentation, stories make information resonate and create a lasting impact. Data sings when stories are used. You can find the full conversation below:YouTube - https://youtu.be/P8cgifrex5cSpotify - https://open.spotify.com/episode/4j9DCAxYjTl4l1Amrqk7Kc?si=CSbgWHgCRqiKzyVd7AmdhA Linkedin: Alexander Grabner-Jarlung - https://www.linkedin.com/in/alexander-grabner-jarlung/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

    12 min

  3. FEB 11

    How to Build a Personal Brand That Stands Out: Mindset, Curiosity & Real Human Connection

    In this powerful conversation, Morgan J. Ingram — Founder & CEO of AMP Social and one of the leading voices on personal branding & LinkedIn, joins me to break down what authentic branding really means today. This episode is not about AI — it’s about the mindset, consistency, and authenticity needed to build a brand that people trust. We talk about: - What personal branding actually is - Why AI will cause a massive trust crisis on social media - Why obsessiveness, curiosity & consistency beat talent - How to start building a brand even if you feel “nobody cares” - Finding your delivery mechanism: video, audio, or writing Discover AMP: https://www.theampsocial.com/ Connect with Us: Morgan J Ingram - https://www.linkedin.com/in/morganjingramamp/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/ If you’re transitioning into Customer Success, early in your CS career, or trying to build visibility on LinkedIn, this episode will reshape how you see branding forever.

    36 min

  4. FEB 4

    CSM Quick Lesson: Crazy CS Secrets Revealed! with Greg Daines

    In today's CSM Quick Lesson with Greg Daines you will discover that instead of focusing solely on product fixes, prioritize helping customers define and achieve measurable results. Motivate behavior change, demonstrate early wins, and watch how those 'difficult' customers transform into your biggest advocates. You can find the full conversation below:YouTube - https://www.youtube.com/watch?v=tWCuYVBm32E&t=20sSpotify - https://open.spotify.com/episode/6pt3NDEKuG2WVC8pmeB7meLinkedin:Greg Daines - https://www.linkedin.com/in/gregdaines/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check out Women in Customer Success - https://www.womenincs.co/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

    9 min

  5. JAN 28

    ACE Framework: Activate Value, Cultivate Relationships & Expand Revenue

    In this episode of Customer Success Talks, we have our good friend Thomas Voigt, Founder of The CS Academy, to explore how frameworks can transform the way Customer Success Managers operate.Thomas introduces the ACE Framework — Activating Value, Cultivating Relationships, and Expanding Revenue — a simple yet powerful structure that helps teams deliver measurable impact across the customer journey.Together, we unpack what it really means to activate value during onboarding, build and maintain strong customer relationships, and identify opportunities to expand revenue through collaboration and trust.What you’ll learn:- Why frameworks bring structure and clarity to Customer Success- How to activate value early in the customer journey- Practical ways to cultivate relationships that drive retention- The power of being human — and making your customers smileFor more information about the A.C.E framework and Thomas's services, visit his website:https://www.thecsacademy.net/frameworkIt is not the first time we talk about framework; take a look at Andrea Rijna's episode, where she covers the S.P.I.C.E method.https://open.spotify.com/episode/32GybVTI5YPagqFycfA1ml?si=lJHRxqKfSUqub-Cj0chXcQ https://www.youtube.com/watch?v=l74HK8xHMM8Connect with Us:Thomas Voigt - https://www.linkedin.com/in/thomas-voigt/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/If you’re a Customer Success Manager, Team Lead, or CS enthusiast looking for practical strategies and a more human approach to success, this episode is for you.Subscribe for more conversations that help you level up your Customer Success game!#CustomerSuccess #ACEFramework #CustomerEngagement #RetentionStrategies #Onboarding #CSM #CustomerSuccessManagement

    48 min

  6. JAN 21

    CSM Quick Lesson: Customer Education Strategies with Vicky Kennedy

    In today's CSM Quick Lesson with Vicky Kennedy, customer education can't be an afterthought! To scale, connect what your team already knows with what customers need. Listen, gather data, then build... You can find the full conversation below: YouTube: https://youtu.be/fb39GyCVtd0 Spotify - https://open.spotify.com/episode/6Wc5yh82UJkbWT8nln2VFA Linkedin: Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Meet Echtus - https://www.linkedin.com/company/echtus/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

    13 min

  7. JAN 14

    The Psychology of Customer Success: How Understanding Human Behavior Drives Retention & Change

    In this episode, we have the pleasure of having a special guest, Rachel Provan, a seasoned customer success leader, to explore the intersection of psychology and customer success. We discuss the importance of understanding human behavior, the psychological barriers customers face, and how these insights can enhance customer engagement and retention. Rachel emphasizes the need for customer success managers to focus on change management, motivation, and effective communication to drive results. The conversation also highlights the significance of recognizing and rewarding small achievements to foster positive habits in customers. Ultimately, the episode provides valuable strategies for customer success leaders to navigate the complexities of their roles and improve overall customer satisfaction. Interested in Rachel's Programs? https://provansuccess.com/ Check the first episode we recorded together back in 2023: https://open.spotify.com/episode/3wSbKxhl60TWNWhUdKTZZWConnect with Us:Rachel Provan - https://www.linkedin.com/in/rachelhprovan/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

    53 min

  8. JAN 7

    CSM Quick Lesson: Authority, Consistency & Scarcity with Dr. Christopher Phelps.

    In today's CSM Quick Lesson with Dr. Christopher Phelps, you will discover that authority isn't about boasting, it's about letting others showcase expertise. Motivate action through consistency and commitment, using small steps. Scarcity drives urgency, ethically combined with reciprocity. "People just want to get something off." You can find the full conversation below: YouTube https://youtu.be/C0HJy2uwxBg Spotify - https://open.spotify.com/episode/79PwUiGOIiEOTiBofQytCC?si=_-D8vsmWRyaIZq92-kRH-A Linkedin: Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

    11 min
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About

Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you're transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part of our community, where we grow and succeed together!

Information

  • Creator
    Real Challenges, Experts Advice
  • Years Active
    2023 - 2026
  • Episodes
    82
  • Rating
    Clean
  • Copyright
    © Real Challenges, Experts Advice
  • Show Website
    Customer Success Talks