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 critical importance of creating effective revenue success plans that are actively used throughout the customer journey. She highlights common mistakes made in building these plans, such as creating static documents that are not revisited and failing to involve customers in the process. Anika emphasizes the need for these plans to focus on clear business outcomes and to be living documents that guide customer interactions. The episode concludes with a practical challenge for listeners to enhance their success plans.

Chapters
00:00 Introduction
02:10 The Importance of Living Success Plans
12:16 Common Mistakes in Building Success Plans
13:08 Defining Revenue Success Plans
17:25 Utilizing Success Plans Throughout the Customer Journey
21:24 The Weekly Challenge and Conclusion

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

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

In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Natasha Evans, VP of Customer Growth at Hook, about the challenges of proving ROI in customer success when product metrics are lacking. They discuss the importance of value articulation, the role of marketing in customer success, and strategies for enabling customer success teams to effectively measure and communicate value. Natasha shares her insights from her career journey and emphasizes the need for customer success professionals to craft their own narratives and build strong partnerships with customers to drive success.

Chapters
00:00 Introduction
02:48 Proving ROI in Customer Success
04:15 Natasha Evans: Career Journey and Insights
15:43 The Role of Marketing in Customer Success
22:13 Value Articulation and ROI Measurement
31:27 Creating ROI Metrics When They Don't Exist
41:32 Enabling Customer Success Teams
47:10 Future of Customer Success

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

Connect with Natasha Evans: https://www.linkedin.com/in/natashaevans1/

Success Plan Generator: ⁠https://success.hook.co/success-plan/⁠

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

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