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. How to Handle Product Delays and Customer Expectations

    -6 J

    How to Handle Product Delays and Customer Expectations

    Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode, Anika Zubair discusses the critical topic of handling product delays in customer success. She emphasizes that product delays are not just timeline issues but also trust issues that can significantly impact customer relationships. Anika outlines common mistakes made by Customer Success Managers (CSMs) during these situations and provides actionable strategies for managing customer expectations proactively. The conversation highlights the importance of transparency, reframing value stories, and maintaining open communication with customers to rebuild trust and ensure successful partnerships even in the face of challenges. Chapters 00:00 Navigating Product Delays in Customer Success 05:43 Proactive Strategies for Managing Customer Expectations 11:00 Building Trust Through Transparency and Communication 14:56 Tactical Approaches to Strengthen Customer Relationships 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 :) Want to be our next 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

    18 min
  2. Top Mistakes to Avoid as a Customer Success Leader

    20 AOÛT

    Top Mistakes to Avoid as a Customer Success Leader

    The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc In this episode, Anika Zubair discusses the common mistakes made by customer success leaders and how to avoid them. She emphasizes the importance of aligning customer success with revenue, building a high-performing team, defining success metrics, and becoming a strategic partner within the organization. Anika shares her personal experiences and insights on delegation, coaching, and empowering teams to achieve their goals. The episode concludes with a call to action for leaders to reflect on their practices and make necessary changes to enhance their leadership effectiveness. Chapters 00:00 Introduction to Customer Success Leadership Challenges 02:51 Common Mistakes in Customer Success Leadership 05:40 Aligning Customer Success with Revenue 08:49 Building Effective Teams and Metrics 11:35 Strategies for Exceptional Customer Success Leadership 14:43 Defining Success and Tracking Impact 17:48 Becoming a Strategic Partner in Customer Success 20:35 Wrap up  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 :) Want to be our next 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. Creating a Customer-Centric Culture at Your company

    13 AOÛT

    Creating a Customer-Centric Culture at Your company

    The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes. Anika emphasizes the need for cross-departmental collaboration, operationalizing customer feedback, and empowering teams to lead in customer success initiatives. The episode concludes with a metaphor comparing the customer journey to a relay race, underscoring the importance of teamwork in achieving customer success. Chapters 00:00 Building a Customer-Centric Culture 02:48 Common Mistakes in Customer-Centricity 06:02 Steps to Create Customer-Centricity 12:15 Empathy and Recognition in Customer Success 18:19 The Relay Race of Customer Success 21:33 Actionable Challenge for Cross-Functional Collaboration 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 :) Want to be our next 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

    24 min
  4. Moving from Customer Service to Customer Success with Lena Theres Zimmermann

    6 AOÛT

    Moving from Customer Service to Customer Success with Lena Theres Zimmermann

    Join the VIP Waitlist for RevUP: https://www.thecustomersuccesspro.com/revup In this episode, Anika Zubair discusses the transition from customer service to customer success with Lena Therese Zimmerman, Head of Customer Experience at Do Instruct. They explore the importance of curiosity, team collaboration, and the need for a strategic approach in customer success. Lena shares her journey in transforming a reactive customer service team into proactive customer success managers, emphasizing the significance of aligning internal goals with customer success metrics. The conversation highlights the shift in mindset required to prioritize customer success over mere customer happiness, and the strategies for educating customers about the role of customer success managers. In this conversation, the speakers delve into the intricacies of customer success, focusing on the challenges faced during onboarding, the importance of empathy, and the need for effective communication.  Chapters 00:00 Introduction  02:52 Transitioning from Customer Service to Customer Success 05:52 Understanding the Role of Customer Experience 08:51 The Importance of Team Collaboration in Customer Success 12:07 Curiosity as a Key Trait in Customer Success 15:02 Transforming Reactive Teams into Strategic Partners 18:11 Aligning Internal Goals with Customer Success 21:10 The Shift from Customer Happiness to Customer Success 23:53 Educating Customers on the Role of Customer Success 28:38 Understanding Customer Fears and Onboarding Challenges 31:38 Empathy in Customer Success 33:02 Overcoming Customer Hesitation 34:32 Communicating Effectively During Onboarding 36:09 Setting Expectations: The Importance of Honesty 39:33 The Balance of Saying No: Guiding Customers to Success 41:00 Collaboration Between Sales and Customer Success 43:40 Transitioning from Support to Strategic Advisor 47:59 Lessons Learned: Shifting from Service to Revenue Focus 51:25 The Future of Customer Success: Embracing AI 52:59 Changing Perceptions of Customer Success Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Lena Theres Zimmermann: Linkedin: https://www.linkedin.com/in/lena-theres-zimmermann/ Lena Zimmermann is Head of Customer Experience at doinstruct, a fast-growing Compliance Tech startup. With over 7.5 years of experience in SaaS, she has led Customer Success teams across DACH and BENELUX, helping companies create meaningful, long-term customer relationships. Lena is passionate about turning Customer Success into a strategic growth lever — especially in contexts where customer bases are more traditional and starting their digital transformation. Her leadership approach blends structure with empathy, enabling scalable processes that support retention, adoption, and revenue expansion. Send Anika a text :) Want to be our next 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

    56 min
  5. How to Get Promoted in Customer Success: Build a Personal Development Plan That Works

    30 JUIL.

    How to Get Promoted in Customer Success: Build a Personal Development Plan That Works

    The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc?coupon_code=PODCAST50 In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of taking charge of one's career development in customer success. She discusses the necessity of creating a personal development plan, identifying skills gaps, and proactively tracking accomplishments to secure promotions. Anika outlines common mistakes professionals make in their career growth and provides actionable steps to build a successful career trajectory. The episode encourages listeners to prioritize their personal development and take ownership of their career paths. Chapters 00:00 Taking Charge of Your Career Development 07:52 Building Your Personal Development Plan 14:51 Tracking Your Wins for Career Growth 19:36 Recap and Action Steps for Success 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 :) Want to be our next 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

    24 min
  6. Active Listening in Customer Success: The Skill That Changes Everything

    23 JUIL.

    Active Listening in Customer Success: The Skill That Changes Everything

    Download the FREE Revenue guide: https://thecustomersuccesspro.com/resources In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the critical role of active listening in customer success. She discusses common mistakes customer success professionals make, such as listening to reply instead of understanding, and offers practical strategies to enhance listening skills. Anika shares personal experiences and actionable tips to help listeners become better active listeners, ultimately leading to improved customer relationships and increased revenue opportunities. Chapters 00:00 Introduction to Customer Success and Active Listening 01:40 The Importance of Active Listening in Customer Success 08:01 Common Mistakes in Listening and How to Avoid Them 12:32 Strategies for Effective Active Listening 17:17 Real-Life Application of Active Listening 20:07 Recap and Final Thoughts on Active Listening Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup #customersuccesspro #podcast #customersuccessmanager Send Anika a text :) Want to be our next 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

    24 min
  7. Mastering Time Management in Customer Success

    16 JUIL.

    Mastering Time Management in Customer Success

    Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revup In this episode of The Customer Success Pro podcast, Anika Zubair discusses the common challenges faced by customer success professionals, particularly around time management and prioritization. She emphasizes that the real issue is not a lack of time but rather the inability to prioritize effectively. Anika outlines three major mistakes that CS pros often make: reactive planning, treating all customers equally, and neglecting strategic thinking time. She provides actionable strategies for overcoming these challenges, including the importance of blocking time like a CEO, using the 80-20 rule for account management, and protecting focus blocks to enhance productivity. The episode concludes with a call to action for listeners to implement these strategies in their own work. Chapters 00:00 Introduction to Customer Success Time Management 10:07 Common Mistakes in Time Management 19:55 Strategies for Effective Time Management 29:55 Implementing CEO Time and Prioritization Techniques 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 :) Want to be our next 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

    34 min
  8. TTV Explained: How To Deliver Customer Value Faster in Customer Success

    9 JUIL.

    TTV Explained: How To Deliver Customer Value Faster in Customer Success

    Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revup In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical metric of Time to Value (TTV) in customer success. She emphasizes the importance of quickly demonstrating value to customers to enhance retention and drive revenue growth. The episode covers common mistakes that customer success managers (CSMs) make that hinder TTV, such as generic onboarding processes and failing to define value with customers. Anika provides actionable strategies to reduce TTV, including defining measurable outcomes, collaborating with internal teams, and using success plans to track progress. The episode concludes with a call to action for listeners to implement these strategies and join the RevUp Academy for further development. Chapters 00:00 Introduction to Time to Value in Customer Success 02:04 Understanding Time to Value (TTV) and Its Importance 05:53 Common Mistakes Sabotaging Time to Value 09:43 Strategies to Reduce Time to Value 13:56 Practical Examples and Final Tips 20:07 Conclusion and Call to Action Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup #customersuccesspro #podcast #customersuccessmanager Send Anika a text :) Want to be our next 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

    22 min
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À propos

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

Informations

  • Création
    Anika Zubair
  • Années d’activité
    2024 - 2025
  • Épisodes
    35
  • Classification
    Tous publics
  • Copyright
    © 2025 The Customer Success Pro Podcast
  • Site web de l’émission
    The Customer Success Pro Podcast

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