The Customer Success Leadership Podcast

Angeline Gavino | CS RevSpeak
  • 5.0 (3)
  • Management
  • Biweekly

The Customer Success Leadership Podcast is for Founding CS Leaders, Directors, VPs, Heads of CS, and CCOs who want to build the strategy and influence that make CS indispensable to the business. I’m Angeline Gavino, Founder of CS RevSpeak. I’ve spent 17+ years in B2B SaaS, starting my CS career at a $13B public company before building and scaling CS organizations at four startups.  My mission is to elevate how Customer Success is led across our industry, so more businesses rely on CS for durable revenue growth: the revenue it keeps, the revenue it grows, and the customer insight that shapes what it builds next.  The goal is a CS leader who is in the room when those decisions are made, with the credibility to shape them and the results to back them up. That work starts with you, because how CS is treated inside a company is on the person leading it. Great CS leaders lead in every direction. Each episode takes on one of them: leading the function, leading up, leading across, leading the team, and leading yourself. You’ll hear solo episodes, conversations with CS leaders, and client stories from leaders who have made these shifts. New episodes drop every other week.

  1. 5d ago

    The Proactive Performance Management Habit Every CS Leader Needs to Build

    This episode is a tactical breakdown of the weekly habit that keeps you on top of it: the questions, the rituals, and the follow-through that turn feedback into lasting behavior change. You'll learn: How to set a performance standard that covers both outcomes and behaviorsThe one-on-one agenda that gives you a weekly read on how each CSM is performingHow to use your team meeting as a cross-sectional performance signalThe three-part follow-through that turns performance conversations into real performance shiftsIf you are a CS leader who want a weekly habit that keeps performance from slipping down the list when everything else is on fire, this is for you. Ways I Can Help You Level Up Customer Success: Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templatesLead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy callTeam Enablement:  Two training programs for your CSMs. More details here.The Strategic CSM builds your team's strategic thinking and business acumen.The Commercial CSM builds their commercial confidence to drive renewals and expansion.Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

  2. Oct 14

    How To Build Your Personal Brand As A CS Leader

    In this episode, we're walking through a four-part framework for building your personal brand as a Customer Success leader without becoming a full-time content creator, starting with the two foundational questions almost every CS leader skips. You'll learn:  ✅ Why your WHY comes before any tactic  ✅ How to decide what you want to be known for  ✅ How to set your positioning   ✅ The moves that build internal visibility  ✅ How to build external visibility like a leader  ✅ A realistic LinkedIn rhythm that fits a full-time CS leader This episode is for CS leaders who know they should be more visible in the industry and inside their own company, but who are tired of the content creator playbook and want a real, sustainable way to build a brand that opens doors without taking over their calendar. Ways I Can Help You Level Up Customer Success: Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templatesLead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy callTeam Enablement:  Two training programs for your CSMs. More details here.The Strategic CSM builds your team's strategic thinking and business acumen.The Commercial CSM builds their commercial confidence to drive renewals and expansion.Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

  3. Sep 28

    How CSMs Should Rebuild the Value Story When the Champion Leaves

    This episode is for CS leaders who want a real playbook for protecting accounts through sponsor and champion transitions and who want to coach their teams to treat these moments as the sales cycles they actually are. Ways I Can Help You Level Up Customer Success: Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templatesLead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy callTeam Enablement:  Two training programs for your CSMs. More details here.The Strategic CSM builds your team's strategic thinking and business acumen.The Commercial CSM builds their commercial confidence to drive renewals and expansion.Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

  4. Sep 14

    The Five Directions Every Great CS Leader Leads In

    Ready to build the leadership muscles behind all five directions? Lead2Scale is Angeline's 12-week live cohort program for CS leaders serious about growing into the seat. You'll build the leadership muscles behind great CS with a small room of peers doing the same work, and walk out with a defensible plan for your CS strategy that your CEO will fund and your team can execute. Learn more and enroll at csrevspeak.com/l2s Ways I Can Help You Level Up Customer Success: Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templatesLead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy callTeam Enablement:  Two training programs for your CSMs. More details here.The Strategic CSM builds your team's strategic thinking and business acumen.The Commercial CSM builds their commercial confidence to drive renewals and expansion.Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

  5. Aug 31

    The Customer Success Playbook for Building the Relationship with the Decision-Maker

    The most common problem I hear from CS leaders is that their CSMs build strong relationships at the user and champion level, but weak or nonexistent relationships with the people who actually decide whether to renew, expand, or cut. And by the time the renewal comes up, the CSM is trying to build trust and prove value at the same time, in a compressed window, under commercial pressure.  In this episode, we break down how to build a real relationship with the decision-maker deliberately, from the moment the account lands through every quarter after that. Ways I Can Help You Level Up Customer Success: Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templatesLead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy callTeam Enablement:  Two training programs for your CSMs. More details here.The Strategic CSM builds your team's strategic thinking and business acumen.The Commercial CSM builds their commercial confidence to drive renewals and expansion.Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

  6. Aug 17

    Why Your CS Team Needs Veto Power And How to Earn It

    Most CS teams operate as the cleanup crew for decisions they were never consulted on. Sales closes bad-fit deals, product makes changes that create customer friction, and CS is left to manage the consequences without the authority to prevent any of it.  This episode is a full breakdown of why CS needs veto power, where it actually matters, and how to build the credibility and positioning to earn it without becoming the function that always says no. You'll learn: What veto power actually means for a CS function and what it doesn'tThe four specific areas where CS should have veto power and how to make the case for eachThe four credibility moves that earn the authority CS needsHow to use veto power well so it grows over time instead of erodingThis episode is for CS leaders who are tired of being asked to fix problems they were never consulted about and who want a practical approach to building the kind of authority that prevents those problems in the first place. Ways I Can Help You Level Up Customer Success: Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templatesLead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy callTeam Enablement:  Two training programs for your CSMs. More details here.The Strategic CSM builds your team's strategic thinking and business acumen.The Commercial CSM builds their commercial confidence to drive renewals and expansion.Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

  7. Aug 3

    From Coordinators to Trusted Advisors: How to Coach Your CSMs Through This Shift

    Most CSMs are stuck in coordination mode (e.g. running activities, managing tasks, and keeping things organized) when what their customers actually need is someone who can shape decisions, hold a perspective, and help them navigate ambiguity.  This episode breaks down the most important capability shift happening in Customer Success right now: the move from coordinator to advisor.  You'll learn what the difference actually looks like, why most CSMs default to coordination, what mindset and skills separate advisors from coordinators, how to spot where your team currently sits, and how to coach the shift through the conversations you're already having. Ways I Can Help You Level Up Customer Success: Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templatesLead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy callTeam Enablement:  Two training programs for your CSMs. More details here.The Strategic CSM builds your team's strategic thinking and business acumen.The Commercial CSM builds their commercial confidence to drive renewals and expansion.Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

  8. Jul 23

    AI for CS Leaders Spotlight: Dee Kachra on Strategy Over Tool

    Dee Kachra has built a career across procurement, consulting, speech therapy, and customer success — always centered on people, problems, and outcomes, with a close eye on how CS connects to revenue. When she joined the AI for CS Leaders Executive Bootcamp, she was on an intentional sabbatical, upskilling at the intersection of AI and customer success. In this spotlight, Dee shares how the program moved her from thinking about AI as an email-drafting shortcut to redesigning the entire CS operating model and why the strategy, not the tools, is where leaders need to focus. Ready to join the next cohort of the AI for CS Leaders Program? The next one opens again in August. Get on the VIP waitlist here for an exclusive discount and first access. Ways I Can Help You Level Up Customer Success: Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templatesLead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy callTeam Enablement:  Two training programs for your CSMs. More details here.The Strategic CSM builds your team's strategic thinking and business acumen.The Commercial CSM builds their commercial confidence to drive renewals and expansion.Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

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5
out of 5
3 Ratings

About

The Customer Success Leadership Podcast is for Founding CS Leaders, Directors, VPs, Heads of CS, and CCOs who want to build the strategy and influence that make CS indispensable to the business. I’m Angeline Gavino, Founder of CS RevSpeak. I’ve spent 17+ years in B2B SaaS, starting my CS career at a $13B public company before building and scaling CS organizations at four startups.  My mission is to elevate how Customer Success is led across our industry, so more businesses rely on CS for durable revenue growth: the revenue it keeps, the revenue it grows, and the customer insight that shapes what it builds next.  The goal is a CS leader who is in the room when those decisions are made, with the credibility to shape them and the results to back them up. That work starts with you, because how CS is treated inside a company is on the person leading it. Great CS leaders lead in every direction. Each episode takes on one of them: leading the function, leading up, leading across, leading the team, and leading yourself. You’ll hear solo episodes, conversations with CS leaders, and client stories from leaders who have made these shifts. New episodes drop every other week.

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