Customer Success: With Fahim Waaler

Fahim Waaler

Welcome to Customer Success with Fahim Waaler – Norway’s first Customer Success podcast! Join host Fahim Waaler as he connects with top Customer Success leaders from around the world to share actionable insights, tools, and strategies that simplify your Customer Success journey. From best practices to the latest platforms and technologies, this podcast makes Customer Success practical, inspiring, and accessible. Whether you're new to the field, curious about Customer Success, or an experienced professional, this podcast is your go-to resource for making an impact. Let’s succeed together!

  1. 11/11/2025

    Andrea Bumstead: Transforming Customer Success with The 15-Minute QBR

    Summary In this episode, Fahim Waaler interviews Andrea Bumstead, CEO and founder of CS Impact, discussing the evolution of customer success, the importance of consultative selling, and the innovative 15-minute QBR approach. Andrea shares insights on the future of customer success, the role of AI, and offers practical advice for professionals in the field. Chapters 00:00 Andrea's Journey in Customer Success 03:43 Consultative Selling in Customer Success 06:37 The 15-Minute QBR: A New Approach 09:21 Feedback and Implementation of the 15-Minute QBR 12:14 Trends in Customer Success 15:49 The Role of AI in Customer Success 22:39 Advice for Customer Success Professionals Follow Fahim: ⁠⁠⁠⁠⁠⁠Linkedin⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠TikTok⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Youtube⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠ Website: ⁠⁠⁠⁠⁠⁠CustomerCatalyst⁠⁠⁠⁠⁠⁠ Follow Andrea: ⁠⁠⁠⁠⁠⁠Linkedin⁠⁠⁠⁠⁠⁠ CS Impact

    32 min

  2. 10/21/2025

    Alexandra Sagaydak: The Future of Customer Success: Trends and Insights

    Summary In this episode of Customer Success with Fahim Waaler, Alexandra Sagaydak, founder and CEO of AI CS Hub, shares her insights on the evolving landscape of customer success, emphasizing the importance of aligning customer success with revenue growth. They discuss trends in the industry, the role of AI in enhancing customer success operations, and practical advice for customer success professionals to thrive in their careers. Alexandra highlights the need for customer success teams to not only protect revenue but also actively contribute to its growth, leveraging AI tools to streamline processes and improve customer engagement. Chapters 00:00 Introduction to Customer Success and AI CS Hub 01:40 Alexandra's Journey in Customer Success 04:32 The Evolution of Customer Success 08:10 Trends in Customer Success: Revenue Focus 12:23 Aligning Customer Success with Revenue 16:56 The Role of AI in Customer Success 21:58 Advice for Customer Success Professionals Follow Fahim: ⁠⁠⁠⁠⁠Linkedin⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠TikTok⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Youtube⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠ Website: ⁠⁠⁠⁠⁠CustomerCatalyst⁠⁠⁠⁠⁠ Follow Alexandra: ⁠⁠⁠⁠⁠Linkedin⁠⁠⁠⁠⁠ ⁠AI CS Hub⁠

    25 min

  3. 06/03/2025

    Cara Benecke: The Future of Customer Success Management in the Age of AI

    Summary In this episode, Fahim Waaler speaks with Cara Benecke, a customer success leader at Workflex, about the evolving landscape of customer success, particularly in the context of AI integration. They discuss the importance of onboarding, customer retention, and the need for customer success teams to be revenue-driven. Cara shares her insights on the significance of defining success for customers, the challenges of customer adoption, and the necessity of prioritization in customer success roles. The conversation emphasizes the importance of strategic focus and the need for customer success managers to adapt to changing dynamics in the industry. Chapters 00:00 Introduction to Customer Success and Cara Benecke 03:00 The Role of AI in Customer Success 05:45 Customer Success as a Revenue Driver 08:21 Building a Customer Success Function 11:00 Onboarding and Adoption Strategies 13:36 The Importance of Customer Fit 16:01 Final Thoughts and Advice for CSMs Follow Fahim: ⁠⁠⁠Linkedin⁠⁠⁠ ⁠⁠⁠TikTok⁠⁠⁠ ⁠⁠⁠Youtube⁠⁠⁠ ⁠⁠⁠Instagram⁠⁠⁠ Website: ⁠⁠⁠CustomerCatalyst⁠⁠⁠ Website: ⁠⁠⁠Customer Success Consulting⁠⁠⁠ Follow Cara: ⁠⁠⁠Linkedin⁠⁠⁠ Website: ⁠⁠www.getworkflex.com

    30 min

  4. 04/30/2025

    Angeline Gavino: How to align Customer Success with Revenue Growth

    Summary In this episode of Customer Success with Fahim Waaler, Angeline Gavino shares her extensive experience in customer success, discussing her journey from customer support to leading CS teams in startups. She emphasizes the importance of aligning customer success with revenue generation and offers practical advice for CS leaders, especially those from non-sales backgrounds. The conversation also explores the evolving role of customer success in organizations, the impact of AI on the industry, and the need for a customer-centric mindset across all departments. Chapters 00:00 Introduction to Customer Success and Angeline Gavino 03:16 Angeline's Journey in Customer Success 06:21 Aligning Customer Success with Revenue 08:54 Tips for Non-Sales Background CSMs 13:57 The Role of CSMs vs Account Managers 18:06 Different Revenue-Driven CS Models 19:10 Emerging Trends in Customer Success 25:35 The Impact of AI on Customer Success 30:25 Practical Advice for Customer Success Professionals Follow Fahim: ⁠⁠Linkedin⁠⁠ ⁠⁠TikTok⁠⁠ ⁠⁠Youtube⁠⁠ ⁠⁠Instagram⁠⁠ Website: ⁠⁠CustomerCatalyst⁠⁠ Website: ⁠⁠Customer Success Consulting⁠⁠ Follow Angeline: ⁠⁠Linkedin⁠⁠ Website: ⁠www.⁠csrevspeak.com

    33 min

  5. 04/02/2025

    Anika Zubair: How to Master the Skills and Strategies That Drive Revenue in Customer Success

    Summary In this engaging conversation, Fahim Waaler interviews Anika Zubair, a prominent customer success leader, about her journey in the field, the evolution of customer success, and the importance of aligning customer success efforts with business outcomes. Anika shares insights on the commercialization of customer success, the necessity of skill development, and the emerging trends influenced by AI. The discussion emphasizes the need for customer success professionals to adopt a growth mindset and collaborate across departments to drive revenue and enhance customer satisfaction. Chapters: 00:00 Podcasting Insights and Introductions 01:17 Meet Anika Zubair: A Customer Success Leader 05:08 Journey into Customer Success 08:51 The Commercialization of Customer Success 12:56 Skills Development in Customer Success 15:17 Emerging Trends in Customer Success 22:08 Aligning Customer Success with Business Outcomes Follow Fahim: ⁠Linkedin⁠ ⁠TikTok⁠ ⁠Youtube⁠ ⁠Instagram⁠ Website: ⁠CustomerCatalyst⁠ Website: ⁠Customer Success Consulting⁠ Follow Anika: ⁠Linkedin⁠ Website: www.⁠thecustomersuccesspro.com

    28 min

  6. 03/18/2025

    Thomas Voigt: How to navigate in the evolving landscape of Customer Success? Thomas shares his best tips!

    Summary In this episode of Customer Success with Fahim Waaler, Thomas Voigt, a seasoned customer success consultant, shares his insights on the evolution of customer success, the importance of metrics, and the future trends in the industry. He emphasizes the need for customer success to be viewed as a revenue driver rather than a cost center and discusses the role of AI in enhancing customer success functions. Thomas also provides valuable advice for aspiring customer success professionals, encouraging them to find their passion and redefine their roles in alignment with company goals. Chapters: 00:00 Introduction to Customer Success and Thomas Voigt 02:51 Thomas Voigt's Journey in Customer Success 06:02 The Evolution of Customer Success 08:53 Key Metrics and KPIs in Customer Success 12:06 Trends and Future of Customer Success 15:06 The Role of AI in Customer Success 17:57 The Future Landscape of Customer Success 20:51 Advice for Aspiring Customer Success Professionals Follow Fahim: Linkedin TikTok Youtube Instagram Website: CustomerCatalyst Website: Customer Success Consulting Follow Thomas: Linkedin Website: thecsacademy.net

    35 min
  7. Sindre Johansen: Hvordan gjøre Customer Success om til et kommersielt konkurransefortrinn? Sindre deler sine erfaringer!

    05/29/2024

    Sindre Johansen: Hvordan gjøre Customer Success om til et kommersielt konkurransefortrinn? Sindre deler sine erfaringer!

    I denne episoden snakker jeg (Fahim Waaler) Customer Success, kundeopplevelse og kommersialisering av CS med en kunnskapsrik og spennende gjest: Sindre Johansen, Cloud specialist i Variatio AS!  Sindre også kalt «tåkefyrsten» på LinkedIn har utdanning innenfor programmering, lang fartstid innenfor IT spesielt innenfor «Cloud» og bred erfaring innenfor alt kommersielt i selskapene han sitter i idag.  Det er tydelig når jeg snakker med Sindre at han har et meget sterkt kundefokus, er opptatt av å starte med kundeopplevelsen først for deretter å legge til rette for optimal brukervennlighet.  Skal du lykkes med å gjøre Customer Success om til et kommersielt konkurransefortrinn er Sindre sitt råd klart:  «Gjør kundeopplevelsen og kundereisen så enkel at enhver kunde forstår det, du må tørre og bruke tid, penger og ressurser for å skape den best mulig kundereisen før du begynner å få kunder - ikke etter».  I denne episoden vil du blant annet få svar på: 👉 Hvordan gjøre Customer Success om til et kommersielt konkurransefortrinn. 👉 Hva gjør at Customer Success strategier lykkes i noen virksomheter og ikke andre. 👉 Hvordan gi Customer Success organisasjonen riktig mandat og mulighet for å utvikle seg. 👉 Hva en som ikke har hatt en ren «CS-rolle» ser på som de viktigste årsakene til å investere i Customer Success.  Denne episoden var veldig spennende å spille inn med Sindre, vi snakket om hvordan gjøre Customer Success om til et kommersielt konkurransefortrinn, viktigheten av sette kundearbeidet i et ordentlig system og gjøre CS om til en vekstdriver og hvordan DU kan gjøre det samme! Sindre og Variatio AS på SoMe: Sindre Variato AS Vi snakkes 🫶 ---------------------- Nyttige lenker:  ⁠⁠⁠⁠⁠⁠⁠Fahim Waaler⁠⁠⁠⁠⁠⁠⁠, Grunnlegger og Host  Nettside: ⁠⁠⁠⁠⁠⁠⁠Customer Success Consulting AS⁠⁠⁠⁠⁠⁠⁠  Nyhetsbrev: ⁠⁠⁠⁠⁠⁠⁠Customer Success på 1-2-3!⁠⁠⁠⁠⁠⁠⁠  Bli en del av ⁠⁠⁠⁠⁠⁠⁠Customer Success Nettverket: Successify®⁠⁠⁠⁠⁠

    30 min
  8. Maria Snertingdalen: Hvordan gå fra reaktiv til proaktiv CS? Maria deler sine erfaringer som Senior CS-Direktør i Medius!

    04/24/2024

    Maria Snertingdalen: Hvordan gå fra reaktiv til proaktiv CS? Maria deler sine erfaringer som Senior CS-Direktør i Medius!

    I denne episoden snakker jeg (Fahim Waaler) Customer Success strategi, ledelse og konkrete KPIer med en utrolig dyktig CS leder, nemlig: ⁠Maria Snertingdalen Senior Director Customer Success I Medius! Maria er som hun så fint kaller seg "svorsk", hun har lang bakgrunn fra IT-bransjen og programmering. Det er tydelig at hun brenner for å forenkle og effektivisere prosesser for kunder og brukere! Customer Success fokuset hennes og drivet for å gjøre kjedelige oppgaver enklere har alltid vært et fokusområde for henne. Når hun begynte som leveransesjef i Medius falt Customer Success "brikkene" virkelig på plass. Maria forteller om hvordan hun i Medius bruker "Customer Business Reviews", "Tuning sessions" og "Medius Elevate" for å sørge for at kundene får verdi og når sine mål! I denne episoden vil du blant annet få svar på: 👉 Hvordan Medius har gått fra å være reaktive til å bli proaktive i sitt CS-arbeid. 👉 Eksempler på konkrete strategiske iniativ for å sørge for at du når kundene sine mål. 👉 Hvordan du kan bruke "Customer Business Reviews", samarbeide med andre avdelinger å avholde "tuning sessions". 👉 Eksempler på hvordan du kan skalere CS-prosessene dine samtidig som du følger tett opp. Denne episoden var veldig spennende å spille inn med Maria, vi snakket om hvordan bli mer proaktive i CS-arbeidet, strategier for skalering og hvordan du kan bruke "tech touch" i CS-arbeidet og hvordan DU kan gjøre det samme! Maria og Medius på SoMe: Maria Snertingdalen Medius Vi snakkes 🫶 ---------------------- Nyttige lenker:  ⁠⁠⁠⁠⁠Fahim Waaler⁠⁠⁠⁠⁠, Grunnlegger og Host  Nettside: ⁠⁠⁠⁠⁠Customer Success Consulting AS⁠⁠⁠⁠⁠  Nyhetsbrev: ⁠⁠⁠⁠⁠Customer Success på 1-2-3!⁠⁠⁠⁠⁠  Bli en del av ⁠⁠⁠⁠⁠Customer Success Nettverket: Successify®⁠⁠⁠

    24 min
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About

Welcome to Customer Success with Fahim Waaler – Norway’s first Customer Success podcast! Join host Fahim Waaler as he connects with top Customer Success leaders from around the world to share actionable insights, tools, and strategies that simplify your Customer Success journey. From best practices to the latest platforms and technologies, this podcast makes Customer Success practical, inspiring, and accessible. Whether you're new to the field, curious about Customer Success, or an experienced professional, this podcast is your go-to resource for making an impact. Let’s succeed together!

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