The Customer Success Pro Podcast

Check out our team workshops: https://www.thecustomersuccesspro.com/team-event

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need for clarity in roles and outcomes. She highlights the ambiguity that has plagued customer success teams and the pressure they face to demonstrate value. Anika outlines common mistakes made in customer success practices and offers strategies for defining success in terms of customer outcomes. The episode concludes with a challenge for listeners to articulate the impact of their work in a way that resonates with business objectives.

Chapters
00:00 Introduction
01:26 The Redefinition of Customer Success
03:58 The Ambiguity of Customer Success Roles
08:33 The Pressure on Customer Success Teams
10:48 Common Mistakes in Customer Success
18:39 Strategies for Defining Customer Success
23:32 Weekly Challenge and Recap

Connect with Anika Zubair:
Website: ⁠https://thecustomersuccesspro.com/⁠
LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠
RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠

Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠

Want to be our next podcast 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

Enroll in RevUP Academy: https://thecustomersuccesspro.com/revup

In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Alon Ahronberg, VP of Customer Success at Atera. They discuss the transition from a product-led growth model to a sales-led growth model, the importance of redefining customer success roles, and the implementation of proactive customer journeys. Alon shares insights on enhancing customer adoption, the significance of re-onboarding customers, and the role of AI in shaping the future of customer success. The conversation emphasizes the need for strategic leadership and project management in scaling customer success teams effectively.

Chapters:
00:00 Introduction
03:14 Transitioning from Product-Led to Sales-Led Growth
05:54 The Importance of Customer Success in Tech
09:03 Building a Proactive Customer Success Organization
11:57 Defining Roles in Customer Success
14:47 Implementing Customer Journeys and Health Scoring
17:48 Enhancing Customer Adoption and Value
21:12 Re-Onboarding Customers for Success
23:52 The Role of AI in Customer Success
27:02 Challenges in Scaling Customer Success Teams
30:02 Lessons Learned from Moving Upmarket
32:46 Final Thoughts and Quickfire Questions

Connect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠

Connect with Alon Ahronberg:
https://www.linkedin.com/in/alon-ahronberg/

Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠

Want to be our next podcast 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

Signup for RevUP Academy: https://www.thecustomersuccesspro.com/revup

In this episode of the Customer Success Pro Podcast, host Anika Zubair sits down with Emma Lambert, VP of Customer Success at Ably, to discuss the critical role of customer success in driving revenue. They explore how to turn renewals into predictable revenue forecasts, the importance of understanding customer engagement, and the strategies for effective upselling. Emma shares her insights on building a revenue-focused customer success team, the significance of financial literacy, and the necessity of asking direct questions during customer interactions. The conversation emphasizes the need for a structured approach to renewals and upsells, integrating them into a cohesive NRR strategy, and the value of continuous discovery throughout the customer journey.

Chapters:
00:00 Introduction
03:00 The Role of Customer Success in Revenue Generation
05:55 Understanding Customer Engagement and Value Delivery
09:06 The Importance of Forecasting in Customer Success
12:10 Navigating the Commercial Landscape of Customer Success
15:02 Building a Revenue-Focused Customer Success Team
18:10 The Six-Month Renewal Framework
21:10 Asking the Right Questions for Renewals
24:09 Upselling Strategies in Customer Success
26:55 Integrating Renewals and Upsells into NRR Strategy
30:02 Best Practices for Revenue-Focused Customer Success
32:56 Quick Fire Questions with Emma Lambert

Connect with Anika Zubair:
Website: ⁠https://thecustomersuccesspro.com/⁠
LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠
RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠

Connect with Emma Lampert: https://www.linkedin.com/in/emmalampert/

Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠

Want to be our next podcast 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

Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclass

In this episode of the Customer Success Pro podcast, Anika Zubair discusses the critical revenue levers that customer success professionals must master to drive growth and protect their book of business. She emphasizes the importance of moving from a reactive role to a proactive one, focusing on adoption momentum, executive alignment, and expansion strategies. Anika provides actionable insights and a challenge for listeners to apply these concepts in their work, ultimately aiming to enhance their effectiveness and success in customer success roles.

Chapters:
00:00 Unlocking Customer Success: The Revenue Levers
04:48 The Reactive Trap: Moving Beyond Task Doing
09:43 Mastering the Revenue Levers for Growth
14:25 From Task Doer to Revenue Driver: A Personal Journey
17:36 Your Weekly Challenge: Focus on Revenue Levers

Connect with Anika Zubair:
Website: ⁠https://thecustomersuccesspro.com/⁠
LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠
RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠

Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠
Want to be our next podcast 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

Join the FREE RevUP Masterclass: https://thecustomersuccesspro.com/masterclass

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of shifting from a task-driven mindset to a revenue-focused approach in customer success. She highlights common mistakes professionals make, such as treating their day like a support queue and waiting for sales to dictate upsell opportunities. Anika emphasizes the need for commercial ownership and provides actionable strategies for customer success professionals to become strategic advisors, including conducting value conversations and understanding customer insights. The episode concludes with a challenge for listeners to engage with their top accounts and deepen their business relationships.

Chapters:
00:00 Introduction to Customer Success Transformation
03:01 The Shift from Task-Driven to Revenue-Focused
05:52 Common Mistakes in Customer Success
08:55 Understanding Commercial Ownership
11:53 Implementing a Revenue-Focused Weekly Rhythm
14:28 Value Conversations and Insights
17:43 Becoming a Strategic Business Advisor
20:34 Challenge: Elevate Your Customer Conversations
23:18 Conclusion and Call to Action

Connect with Anika Zubair:
Website: ⁠https://thecustomersuccesspro.com/⁠
LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/
⁠RevUP Academy: https://thecustomersuccesspro.com/revup⁠

Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠
Want to be our next podcast 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