The Customer Success Pro Podcast

Book a workshop: https://bit.ly/4wEOJbD
Late October is when Customer Success leaders lock next year's kickoff agenda and enablement budget, and most of that money is about to go on a motivational speaker and a roadmap readout. In this episode Anika Zubair argues that kickoff is the highest leverage training moment of the year, because it is the only day the whole team is in one room, the number is fresh, and nobody has territory fatigue yet. She breaks down what a commercial operator is versus a relationship manager, the four skills that actually transfer, and the design rule that training only sticks when it runs on real accounts and gets reinforced for ninety days afterward. Plus a blunt list of what to cut from your kickoff.
Chapters:
00:00 The kickoff
02:45 The enablement spending gap

10:05 Corporate workshops
13:00 Commercial operator versus relationship manager
15:30 The four skills that actually matter

22:15 What to cut from your kickoff26:30 Your challenge

LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy™: https://thecustomersuccesspro.com/revup

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest
Download my freebies: https://thecustomersuccesspro.com/resources
Business Inquiries: hello@thecustomersuccesspro.com

Book a workshop: https://bit.ly/4wEOJbD
In this episode, Tiina Kanninen, SVP of Global Customer Success at RELEX Solutions, shares insights on verified outcomes, value delivery, and how AI accelerates proving value to customers. Discover how her team builds trust, manages diverse stakeholders, and drives revenue growth through strategic customer success practices.
Chapters:
00:00 Introduction to Tiina Kanninen and RELEX
02:19 Tiina's journey and team overview
04:06 The concept of verified outcomes
22:14 Impact of verified outcomes on renewals and growth
30:26 Using AI to prove value faster
43:37 Managing changing priorities and stakeholder expectations
49:46 Training and enablement for customer success teams
54:04 Future of customer success and next steps
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy™: https://thecustomersuccesspro.com/revup
Connect with Tiina Kanninen:
LinkedIn: https://www.linkedin.com/in/tiinakanninen/
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest
Download my freebies: https://thecustomersuccesspro.com/resources
Business Inquiries: hello@thecustomersuccesspro.com

Book a workshop: https://bit.ly/4egTU9D
⇩ open me! ⇩
Anika Zubair discusses how customer success teams can truly become revenue-driving units by adopting the right operating frameworks, skills, and organizational changes. She emphasizes the importance of aligning team practices with revenue goals and provides practical steps to achieve this transformation.
Chapters:
00:00 Introduction: The disconnect in customer success and revenue
02:17 The industry shift: Customer success as a revenue function
04:00 The gap between perception and reality in CS roles
07:58 The impact of unfunded mandates and organizational change
10:18 What needs to change for CS to truly own revenue
13:41 The importance of forecasting and visibility in renewal
16:02 The human cost and burnout in reactive CS teams
17:23 Training and practicing revenue conversations
20:12 The four Rs framework: Rhythm, Radar, Room, Reward
33:40 Summary of the four Rs and organizational change
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy™: https://thecustomersuccesspro.com/revup
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest
Download my freebies: https://thecustomersuccesspro.com/resources

FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass
Anika Zubair discusses the real reasons behind missing net revenue retention targets in SaaS, emphasizing system design over talent and providing practical solutions for customer success teams to drive revenue growth.
Chapters:
00:00 Introduction: Why NRR Misses Are Not Talent Problems
08:08 The Role of Customer Success in SaaS Growth
09:29 Common Systemic Mistakes in SaaS Organizations
12:08 Treating NRR as an Outcome, Not a Process
16:21 Building Effective Renewal Processes
17:12 Activity vs. Impact in Customer Success
20:52 Skills and Systems Gaps in Customer Success
23:12 What a Revenue-Driven Customer Success Team Looks Like
31:21 Weekly Challenge
36:54 Investing in Your Customer Success Skills
37:23 Closing and Next Steps
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

FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass
In this episode, Joe Di Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment.
He shares insights on building scalable, automated customer success programs and the importance of data and the human touch.
Chapters:
00:00 Introduction
03:03 Joe Di Grande's Background and Role at Gong
07:12 The Change from Digital CS to Revenue Architecture
11:57 Defining Digital and Scaled Customer Success
16:36 Impact of AI on Digital Customer Success
23:39 Starting an AI-Powered Digital CS Program
30:01 Data as the Foundation for AI in CS
37:43 The Future of AI in Customer Success
43:48 Quickfire Predictions and Insights
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Joe Di Grande:
LinkedIn: https://www.linkedin.com/in/josephdigrande/
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