The Customer Success Pro Podcast

Anika Zubair
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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. Rethinking Health Scores in Customer Success with Sean Reid

    HÁ 1 DIA

    Rethinking Health Scores in Customer Success with Sean Reid

    Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkout In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Sean Reid, an award winning CS leader. They explore why “green” health scores can mask real risk, how to spot hidden churn signals, and why renaming the metric to a Renewal Probability Score improves forecasting and cross functional alignment. Sean explains his model that blends human captured sentiment with product signals, how multithreading and stakeholder engagement change renewal odds, and why NPS should be treated as a trend over time rather than a single moment. The conversation offers practical guidance on structuring sentiment fields in your CRM, coaching teams to score consistently, avoiding a rushed rollout, and turning QBR data into executive ready value stories that drive renewals and expansion. Chapters: 00:00 Introduction 02:40 Meet Sean Reid 10:11 Why “green” accounts still churn 14:45 Multithreading and hidden influencers 22:26 From health score to Renewal Probability Score 25:28 Building the model, 60 to 40 sentiment to signals 34:49 Value storytelling and outcome-focused QBRs 37:10 Rethinking NPS as a trend, not a moment 44:28 Lessons 51:51 Wrap-up Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Sean Reid: Linkedin: https://www.linkedin.com/in/sean-reid/ Send Anika a text :) 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

    53min
  2. Dealing with Customers That Ghost You 👻

    29 DE OUT.

    Dealing with Customers That Ghost You 👻

    Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/ In this episode of the Customer Success Pro Podcast, Anika Zubair explores the phenomenon of customer ghosting, particularly during the Halloween season. She discusses the reasons why customers may go silent, the common mistakes made by customer success professionals, and effective strategies to re-engage ghosted customers. Anika shares personal anecdotes and emphasizes the importance of understanding customer needs, setting clear expectations, and adapting communication styles. The episode concludes with actionable takeaways and a challenge for listeners to apply the discussed strategies. Chapters 00:00 The Haunting of Customer Relationships 03:07 Understanding Customer Ghosting 05:37 Common Mistakes Leading to Ghosting 08:42 Communication Styles and Customer Engagement 11:46 Reviving Ghosted Customers 17:47 Strategies for Re-engagement Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) 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

    23min
  3. Implementing a Customer Success Strategy from Scratch

    21 DE OUT.

    Implementing a Customer Success Strategy from Scratch

    Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/ In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring success effectively. The episode serves as a guide for new CS professionals to navigate their roles and build impactful customer success strategies. Chapters 00:00 Introduction 02:39 Common Mistakes in Building CS from Scratch 05:53 Strategic Focus for Customer Success 08:38 Building a High-Performing CS Team 11:46 Measuring Success in Customer Success 14:38 Creating a Customer Journey Map 17:25 Developing a Minimal Viable CS Strategy 20:33 Next Steps Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) 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

    28min
  4. How to Handle Customer Objections During Renewals

    15 DE OUT.

    How to Handle Customer Objections During Renewals

    Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-event In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical role of handling objections during the renewal process. She emphasizes that objections should be viewed as opportunities for engagement rather than roadblocks. Anika shares common mistakes made by customer success professionals when faced with objections and provides effective strategies for addressing them. The episode concludes with a call to action for listeners to practice their objection-handling skills to enhance their confidence and effectiveness in renewal conversations. Chapters 00:00 Transforming Objections into Opportunities 03:31 Understanding the Renewal Process 10:24 Common Mistakes in Handling Objections 16:04 Effective Strategies for Objection Handling 19:10 Weekly Challenge and Conclusion Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) 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

    22min
  5. How to Transform Your Customer Success Team into a Revenue Driver

    8 DE OUT.

    How to Transform Your Customer Success Team into a Revenue Driver

    Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-event In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial confidence among CSMs, and effective training strategies that can transform customer success into a revenue-driving function. Anika emphasizes the need for practical, hands-on training that equips CSMs with the skills to handle objections, multi-thread accounts, and demonstrate value in every customer interaction. The episode concludes with a call to action for leaders to invest in their teams' growth and capabilities. Chapters 00:00 The Importance of Customer Success Investment 02:41 Common Pitfalls in Customer Success Training 06:01 Building Commercial Confidence in Customer Success 08:50 Effective Training Strategies for Customer Success 11:37 Transforming Customer Success into a Revenue Driver 14:57 Practical Workshops for Customer Success Teams 17:51 The Role of Templates and Frameworks 20:43 Handling Objections and Multi-threading Accounts 23:54 Investing in Customer Success for Future Growth 26:43 Conclusion Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) 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

    39min
  6. How to Build a Scalable Onboarding Program from Scratch with Cara Benecke

    1 DE OUT.

    How to Build a Scalable Onboarding Program from Scratch with Cara Benecke

    Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention. Chapters: 00:00 Introduction to Customer Success and Onboarding 03:34 Building Customer Success from Scratch 11:39 Challenges in Building Customer Success 22:51 The Importance of Onboarding 35:36 Creating Wow Moments in Onboarding 55:22 Key Takeaways for Building Onboarding Programs Download The CS Pro freebies: https://thecustomersuccesspro.com/resources Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Cara Benecke: Linkedin: https://linkedin.com/in/cara-benecke/ Send Anika a text :) 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

    1h
  7. The Journey of a Customer Success Pro: From CSM to VP

    24 DE SET.

    The Journey of a Customer Success Pro: From CSM to VP

    The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc In this episode of the Customer Success Pro Podcast, Anika Zubair shares her personal journey from a Customer Success Manager (CSM) to the Vice President of Customer Success in just seven years. She discusses the common mistakes that keep professionals stuck in their careers and provides actionable strategies for career advancement. Anika emphasizes the importance of visibility, mindset, and taking ownership of one's career path, encouraging listeners to step out of their comfort zones and invest in their personal growth. Chapters 00:00 Anika's Journey: From CSM to VP 03:20 Common Mistakes in Career Progression 17:07 Strategies for Career Advancement 30:02 The Importance of Visibility and Mindset Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) 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

    40min
  8. How to Drive Customer Adoption in the First 90 Days

    10 DE SET.

    How to Drive Customer Adoption in the First 90 Days

    Signup for RevUP Academy: https://thecustomersuccesspro.com/revup In this episode, Anika Zubair discusses the importance of the first 90 days in a customer's journey, emphasizing that this period is crucial for adoption and long-term success. She outlines common mistakes made by customer success managers, such as focusing too much on features rather than outcomes, and provides a detailed playbook for driving adoption. Anika shares personal experiences and lessons learned, highlighting the significance of understanding customer needs and celebrating quick wins. The episode concludes with a practical challenge for listeners to apply the discussed strategies to their own accounts. Chapters 00:00 The Crucial First 90 Days 09:12 Common Mistakes in Customer Success 18:31 A Playbook for Driving Adoption 19:56 Personal Insights and Lessons Learned 27:43 Weekly Challenge  Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Send Anika a text :) 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

    32min
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Sobre

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

Informações

  • Criado por
    Anika Zubair
  • Anos de atividade
    2024 - 2025
  • Episódios
    44
  • Classificação
    Livre
  • Copyright
    © 2025 The Customer Success Pro Podcast
  • Site do podcast
    The Customer Success Pro Podcast

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