53 episodes

At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com

The Customer Success Channel Planhat & Anika Zubair

    • Business
    • 4.8 • 12 Ratings

At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com

    Marco Carrubba, Director of CS at Microsoft - How to design CS for a mature organization

    Marco Carrubba, Director of CS at Microsoft - How to design CS for a mature organization

    In this episode, our host Anika Zubair chats with Marco Carrubba, Director of Customer Success at Microsoft about how to design customer success for a mature organization.

    An enterprise software company has plenty of functions fighting for priority. But growing your existing customers is just as important - or even more important - at large-scale organizations as at SMBs. So how do you ensure CS is seen as a crucial business function in an enterprise environment? And how do you handle internal change management in order to build a global CS team?

    Podcast enquiries: sofia@planhat.com

    • 40 min
    Marija Skobe-Pilley, Head of CS (EMEA) at Clickup - How to expand CS in EMEA

    Marija Skobe-Pilley, Head of CS (EMEA) at Clickup - How to expand CS in EMEA

    In this episode, our host Anika Zubair chats with Marija Skobe-Pilley, Head of Customer Success (EMEA) at Clickup about leading a CS team in EMEA and working with EMEA customers.

    Leading a CS team in EMEA and working with EMEA customers can be quite different from other parts of the world. So, how does local culture play into expanding your CS operations? How do you strategize globally but execute locally? And what sort of CS strategy works best in EMEA?

    Podcast enquiries: sofia@planhat.com

    • 38 min
    Bill Cushard, General Manager at Dragonboat - The role of Customer Education in CS

    Bill Cushard, General Manager at Dragonboat - The role of Customer Education in CS

    In this episode, our host Anika Zubair chats with Bill Cushard, General Manager at Dragonboat about everything you need to know about customer education.
    At some point as your business grows your CSMs are not going to have the capacity to continue to educate your customers individually. So, when should a SaaS company start adding customer education into its business? How do you use customer education to grow customers, gain new prospects and educate your market? And what are the KPIs and data points that you need to measure for a successful customer education department?
    Podcast enquiries: sofia@planhat.com

    • 43 min
    Harini Gokul, Head of Customer Success at AWS - Moving from defense to offense in CS

    Harini Gokul, Head of Customer Success at AWS - Moving from defense to offense in CS

    In this episode, our host Anika Zubair chats with Harini Gokul, Head of Customer Success at AWS about her experience of shaping and building CS as a value realization.

    Shifting from defense to offense in Customer Success is not a simple task. But to help your customers achieve their business goals, you need to have a proactive mindset and not a reactive to-do-list. So, how do you make a move and find the time to focus on the offensive? And what are some metrics that companies should focus on to see CS as a value realization?  

    Podcast enquiries: sofia@planhat.com

    • 31 min
    Erika Villarreal, Senior CSM at Condeco - How to build your personal brand in CS

    Erika Villarreal, Senior CSM at Condeco - How to build your personal brand in CS

    In this episode, our host Anika Zubair chats with Erika Villarreal, Senior Customer Success Manager at Condeco about how to build your personal brand in Customer Success and how your personal brand can land your dream job. 
    Landing your Customer Success dream job is far from being a simple task. It is a competitive industry and you need to find a way to stand out from the crowd - and that’s where your personal brand comes in. When done right, personal branding is a tool to help climb the career ladder. But how do you get started building your personal brand? And why is it so important in CS? 
    Podcast enquiries: sofia@planhat.com

    • 39 min
    Matt Myszkowski, VP of CE (EMEIA) at Cision - Mental health in CS: It's ok not to be ok!

    Matt Myszkowski, VP of CE (EMEIA) at Cision - Mental health in CS: It's ok not to be ok!

    In this episode, our host Anika Zubair chats with Matt Myszkowski, VP of Customer Experience for EMEIA at Cision about why mental health should be prioritized in Customer Success. 
    Mental health might still be a taboo topic in your Customer Success department, but we are here to help you change that. So, what are some of the first steps a CSM or a CS leader can take in making sure that mental health is prioritized at their workplace and that it is actually “ok not to be ok”? And how do you find the balance while still delivering results and outcomes for your customers? 

    Podcast enquiries: sofia@planhat.com

    • 42 min

Customer Reviews

4.8 out of 5
12 Ratings

12 Ratings

oliviabaker13 ,

A new favorite!

The Customer Success Channel has quickly become a favorite in my feed! Anika is a fantastic host who leads really engaging conversations with a variety of CS leaders. I'm consistently impressed by the insights and strategies they share. From customer success taboos to advice for scaling teams, I truly learn something every time I listen!

Molly Golly ,

Good information!

So many fantasic guests and great resources on Customer Success Management. Thank you!!!

Save The Bees Bruh ,

Great content!!!

New to the CSM world, and I appreciate the incredible depth of information that you guys explore! Thank you!

Top Podcasts In Business

Ramsey Network
Her First $100K
iHeartPodcasts
NPR
Jocko DEFCOR Network
Pushkin Industries

You Might Also Like

Gain Grow Retain
Gainsight
Marija S.Pilley
csmsecrets
Customer Success Collective
Tim Ferriss: Bestselling Author, Human Guinea Pig