The Customer Success Pro Podcast

Anika Zubair
The Customer Success Pro Podcast

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. The Expansion Mindset: How Great CSMs Drive Growth Without Selling

    1D AGO

    The Expansion Mindset: How Great CSMs Drive Growth Without Selling

    In this episode of the Customer Success Pro Podcast, Anika Zubair discusses how customer success professionals can drive customer growth without feeling like salespeople. She emphasizes the evolving role of customer success as a revenue-driving function and the importance of building trust with customers. Anika outlines common mistakes in customer expansion, the significance of the expansion mindset, and the need for collaboration between customer success and sales teams. She provides practical steps for engaging customers and highlights the importance of tracking expansion signals to unlock growth opportunities. Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/checkout?coupon_code=PODCAST50 Use the discount code: PODCAST50 Chapters 00:00 Introduction 02:53 The Evolving Role of Customer Success 05:55 Overcoming Hesitations in Commercial Conversations 08:49 Common Mistakes in Customer Expansion 12:07 The Expansion Mindset: Enabling Growth 15:01 Collaboration Between CS and Sales 17:58 Tracking Expansion Signals 20:48 Practical Steps for Customer Engagement 24:07 Final Thoughts 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 Podcast Editor: https://podcastmagician.com/

    31 min
  2. The AI-Powered CSM: What It Really Looks Like in 2025

    JUN 11

    The AI-Powered CSM: What It Really Looks Like in 2025

    In this episode, Anika Zubair discusses the transformative impact of AI on customer success professionals. She emphasizes the importance of embracing AI to alleviate administrative burdens, avoid common mistakes in its adoption, and maximize its potential in daily tasks. Anika provides practical applications of AI in discovery calls, quarterly business reviews, and renewal forecasting, highlighting how it can save time and enhance strategic decision-making. She also introduces her new guide on training AI to be a revenue-generating co-pilot for customer success professionals. Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/checkout?coupon_code=PODCAST50 Use the discount code: PODCAST50 Chapters 00:00 The Rise of AI in Customer Success 02:51 Overcoming Administrative Burdens with AI 06:07 Common Mistakes in AI Adoption 09:03 Maximizing AI's Potential in Customer Success 11:54 Practical Applications of AI in Daily Tasks 15:06 Transforming Discovery Calls and QBRs with AI 17:58 Forecasting Renewals and Managing Customer Relationships 21:12 Introducing the AI Co-Pilot Guide 24:04 Running with AI 26:57 Recap 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 Podcast Editor: https://podcastmagician.com/

    29 min
  3. Build Your First Customer Success Retention Program with Parul Bhandari

    JUN 4

    Build Your First Customer Success Retention Program with Parul Bhandari

    In this episode of the Customer Success Pro Podcast, host Anika Zubair and guest Parul Bhandari discuss the critical aspects of building effective customer retention programs. They explore the importance of understanding customer goals, the role of product market fit, and the necessity of tracking essential metrics from day one. Parul shares her journey from leading customer success teams to becoming a fractional consultant, emphasizing the growing trend of fractional roles in the current market. The conversation highlights the need for early-stage startups to prioritize retention strategies alongside acquisition efforts, ensuring a solid foundation for long-term success. In this conversation, Anika Zubair discusses the evolution of customer retention strategies as organizations grow. She emphasizes the importance of understanding customer health, structuring effective renewal processes, and adapting to changes in customer sentiment and stakeholder dynamics. Anika also highlights the need for continuous engagement with customers and the role of health scores in retention efforts. The discussion covers practical steps for building retention programs and the significance of viewing challenges as opportunities for growth. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Signup to the VIP Waitlist for RevUP Academy: https://thecustomersuccesspro.com/revup Chapters 00:00 Introduction 08:13 The Importance of Early Stage Customer Success 12:09 Creating Retention Programs from Day One 13:37 Understanding Customer Goals and Outcomes 16:21 The Role of Product Market Fit in Retention 20:12 Tracking Metrics for Early Stage Companies 25:31 Essential Metrics for Customer Retention 27:53 Identifying Customer Retention Challenges 28:23 Evolving Retention Strategies for Growing Teams 29:46 Understanding Customer Health and Renewal Programs 31:14 Structuring Effective Renewal Processes 32:42 Navigating Customer Sentiment and Product Changes 34:57 Re-Onboarding and Stakeholder Realignment 36:54 Leveraging Health Scores for Retention 39:42 Transforming Challenges into Opportunities 41:07 Surprises in Mature Retention Phases 43:05 Engaging Customers for Long-Term Retention 45:27 Keeping Retention Strategies Fresh 49:12 Practical Steps for Building Retention Programs Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn:  https://www.linkedin.com/in/anikazubair/ CSM RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Parul Bhandari: Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/ Website: https://customerxsuccess.com/ Parul is a Customer Success consultant based in Chicago. Following time working for large corporations, Parul launched her first Customer Success (CS) team from the ground up, and from then on has found a passion in leading CS teams. Parul draws from her collective background to design CS organizations which can be scaled successfully, to drive CS as a profit center and to drive value exchan Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    55 min
  4. How to Build Strategic Relationships with Your Customers

    MAY 28

    How to Build Strategic Relationships with Your Customers

    In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Get on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revup Chapters: 00:00 Building Lasting Customer Relationships 02:15 Customer Management in CS 05:34 Myths in Customer Success 10:10 Principles of Strategic Relationships 15:44 Consistency Over Intensity 19:34 The Human Element in Customer Success 22:18 Actionable Takeaways 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 Podcast Editor: https://podcastmagician.com/

    27 min
  5. Transforming Customer Success: From Reactive to Proactive

    MAY 21

    Transforming Customer Success: From Reactive to Proactive

    In this episode, Anika Zubair discusses the importance of transitioning from a reactive to a proactive customer success strategy. She outlines a step-by-step approach to building a proactive customer success organization, emphasizing the need to define success from the customer's perspective, map the customer journey, automate touchpoints, and regularly review strategies. The episode provides actionable insights for customer success professionals to enhance their effectiveness and drive customer outcomes. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Chapters 00:00 The Shift from Reactive to Proactive Customer Success 03:05 Building a Proactive Customer Success Strategy 05:57 Defining Success for Customers 08:47 Mapping the Customer Journey 12:07 Automating Touch Points for Efficiency 15:00 Creating a Risk and Opportunity Framework 17:49 The Importance of Regular Strategy Review 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 Podcast Editor: https://podcastmagician.com/

    20 min
  6. Improve Your Storytelling Skills by 200% and Land Your Next Upsell

    MAY 14

    Improve Your Storytelling Skills by 200% and Land Your Next Upsell

    In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of storytelling in customer success and upselling. She discusses how effective storytelling can significantly enhance a CSM's ability to connect with customers, drive revenue, and create compelling narratives that resonate with clients. Anika outlines a structured approach to storytelling, including the 'before', 'trigger', 'after', and 'future' elements, and encourages listeners to practice their storytelling skills to improve their upselling techniques. Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resources Chapters: 00:00 The Power of Storytelling in Customer Success 02:16 Understanding the Human Element 03:40 Crafting the Customer's Story 08:21 The Upsell as a Natural Continuation 12:07 Weekly Challenge: Practice Your Storytelling 17:22 Recap and Key Takeaways Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    21 min
  7. Why Your Marketing Team is the Key to CS Revenue Growth with Ashna Patel

    MAY 7

    Why Your Marketing Team is the Key to CS Revenue Growth with Ashna Patel

    In this episode, Anika Zubair discusses the vital collaboration between customer success and marketing with guest Ashna Patel. They explore how aligning these two functions can drive growth, retention, and upsells. Ashna shares her journey from customer success to marketing, emphasizing the importance of messaging and cross-functional teamwork in enhancing the customer experience. The conversation highlights the need for customer success professionals to leverage marketing resources and insights to better serve their customers and achieve organizational goals. In this conversation, the speakers discuss the critical alignment between marketing and customer success teams, emphasizing the importance of collaboration to enhance customer retention and product adoption. They explore how effective messaging and nurturing relationships can drive growth, and the role of AI in shaping the future of customer success. The discussion highlights practical strategies for cross-functional collaboration and the need for open communication to ensure that both teams work towards common goals. Signup to the VIP Waitlist for RevUP Academy: https://thecustomersuccesspro.com/revup Timestamps: 00:00 Introduction  02:52 Ashna Patel's Transition from Customer Success to Marketing 06:06 Understanding the Bow Tie Model in Customer Journey 09:10 The Role of Marketing in Customer Success 11:53 The Importance of Messaging in Customer Engagement 15:02 Aligning Marketing and Customer Success Teams 17:54 Leveraging Marketing for Customer Retention and Growth 20:54 Building Cross-Functional Relationships for Success 32:39 Team Alignment for Customer Success 35:05 Marketing's Role in Customer Retention 39:55 Nurturing Customer Relationships 42:04 Effective Messaging Strategies 48:15 Cross-Functional Collaboration for Success 55:30 Conclusion and Key Takeaways Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Connect with Ashna Patel: https://www.linkedin.com/in/ashnapatel92/ Ashna Patel is a former award-winning Customer Success leader turned Marketer, bringing over a decade of experience in customer engagement, retention, and growth. After years of driving customer success strategies, she transitioned into marketing to bridge the gap between pre- and post-sales, leveraging her deep understanding of customer needs to fuel demand generation and customer marketing. Apart from this, Ashna is also passionate about helping professionals build personalized systems to prevent burnout, enhance productivity, and achieve sustainable success (personally and professionally).  Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    1h 3m
  8. How to Identify At-Risk Customers and Save Them

    APR 16

    How to Identify At-Risk Customers and Save Them

    In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical skill of identifying customer churn signs and implementing strategies to prevent it. She debunks common myths about churn, emphasizes the importance of proactive engagement, and outlines a five-step framework for recognizing at-risk customers. The episode provides actionable insights for customer success managers to enhance their strategies and improve customer retention. Signup to the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass Chapters: 00:00 Introduction 02:50 Myths About Customer Churn 05:54 Proactive Strategies for Churn Prevention 09:10 Identifying Early Warning Signs of Churn 11:50 Five Key Indicators of At-Risk Customers 15:09 Engagement and Communication Strategies 20:49 Building a Churn Prevention Playbook 24:12 Validating Customer Risk 27:00 Executing the Save Playbook 29:50 Final Thoughts and Weekly Challenge Connect with Anika: LinkedIn YouTube TikTok Instagram Website: thecustomersuccesspro.com Coaching with Anika: CSM RevUP Academy Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

    38 min
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About

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

Information

  • Creator
    Anika Zubair
  • Years Active
    2024 - 2025
  • Episodes
    25
  • Rating
    Explicit
  • Copyright
    © 2025 The Customer Success Pro Podcast
  • Show Website
    The Customer Success Pro Podcast

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