The Customer Success Pro Podcast

81 episódios

Stop Reporting Churn. Start Forecasting NRR.
02/09/2026 | 35min
Book a call to discuss a workshop - https://bit.ly/4wEOJbD
In this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth.Chapters00:00 Introduction: The problem with churn reporting03:28 Understanding and calculating NRR06:18 The shift from growth at all costs to efficiency10:30 Why focus on existing customers for growth16:54 How to forecast NRR effectively20:28 Tracking leading indicators for customer health22:18 Confidently presenting forecasts to leadership28:41 Building a forecasting culture within your team30:35 The importance of embedding NRR into daily reporting

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
Your First 90 Days Owning an NRR Number: The VP of Customer Success Operating Plan
26/08/2026 | 43min
Book a workshop: https://bit.ly/4wEOJbD

Anika Zubair shares a comprehensive guide for new and aspiring VP of Customer Success, focusing on how to manage and improve net revenue retention (NRR) in the first 90 days. She emphasizes the importance of data, systematized processes, and leadership mindset to succeed in a revenue-driven customer success role.

Chapters:
00:00 Introduction
09:37 The importance of a proactive operating system
13:41 Training teams on commercial skills
16:24 The mistake of accepting numbers without math
19:11 Operating as a super CSM versus a leader
24:00 Building your NRR math and forecast system
31:17 Weekly renewal and expansion review meetings
33:57 Rebuilding the math and predicting the number
35:49 Applying lessons: homework challenge for listeners
39:02 Final thoughts: system, numbers, and leadership mindset

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
The CS Playbook Is Broken: Change Management in the AI Era with Tom Ronen
19/08/2026 | 57min
Join RevUP VIP: https://bit.ly/45Bb9yz

In this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch.

Connect with Tom Ronen: https://www.linkedin.com/in/tom-ronen-83b6a1118/

Chapters:
00:00 Introduction to Tom Rennan
04:16 Tom's background and transition from Monday.com to Harvey
09:09 The evolution of customer success and future ambitions
12:18 The human element remains crucial despite AI advancements
17:11 The importance of trust and deep discovery in customer success
22:13 The old playbook is broken: new strategies needed
30:44 Measuring value and adoption in an AI-driven world
44:13 Systematic approaches to renewals and forecasting
50:29 Quick fire questions

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
AI For QBR Prep and How To Build A Board Ready Value Story
12/08/2026 | 33min
Book a team workshops: https://bit.ly/4wEOJbD

This episode explores how customer success professionals can leverage AI to streamline quarterly business review prep, build compelling value stories, and ultimately drive revenue growth. Anika Zubair shares practical frameworks and tips to transform data analysis into strategic conversations.Chapters00:00 Introduction to AI in Customer Success03:13 The Gap Between AI Curiosity and Usage11:45 Introducing the BOARD Framework13:39 Measuring Outcomes with AI18:11 Quantifying Revenue Impact20:55 Using AI to Identify Growth Opportunities21:23 The Human Element in Value Storytelling24:38 From Status Reports to Closing Arguments25:07 The Power of a Revenue-First Approach26:01 Weekly Challenge: Implementing the Framework28:47 Final Tips for Effective QBRs

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
Handling Price Increase Conversations Without Losing Customer Trust
05/08/2026 | 30min
Book a team workshop - https://bit.ly/4wEOJbD
This episode explores how customer success professionals can effectively handle price increase conversations without damaging trust. It covers common mistakes, a proven framing method, and practical tips to protect and grow revenue during renewal discussions.
Chapters
00:00 The common fear around price increase conversations
04:22 Value alignment reduces churn
07:08 Common mistakes in price increase conversations
14:02 Frame the value first before discussing price
16:45 Anchor prices against value and cost of leaving
17:41 Meet objections with curiosity
19:02 Earn the customer’s yes by linking to future value
22:17 Handling objections with questions and curiosity
25:31 Recap: The key to successful price increases
26:00 The importance of framing and trust
29:01 Final thoughts

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

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Sobre 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

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