The Customer Success Pro Podcast

Join RevUP Academy: https://bit.ly/4wRZDuY

In this episode, Anika Zubair shares a practical playbook for customer success professionals who want to confidently have commercial conversations about money. Using her Value Bridge framework, she walks through the mindset changes, tactical language, and real customer scenarios that take your role from friendly advocate to revenue-driven trusted advisor, without ever feeling salesy.

Chapters:
00:00 - From Friendly to Commercial: The Mindset Change02:46 - The Value Bridge Framework05:56 - Anchoring in Results and Naming the Gap08:39 - Quantifying Impact and Making Recommendations11:46 - Navigating Customer Responses14:30 - Practical Scenarios for Commercial Conversations17:43 - Advanced Tips for Confident Conversations20:22 - The Challenge: Putting Skills into Practice23:39 - Wrapping Up: The Importance of Commercial Skills

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 RevUP Academy: ⁠https://bit.ly/4wRZDuY

In this episode, Anika Zubair explores how customer success professionals can confidently navigate commercial conversations with customers. She highlights common misconceptions, mistakes, and mindset shifts necessary to elevate your role from friendly advocate to strategic revenue driver—without feeling salesy.

Chapters:00:00 - Introduction
01:27 - Why avoiding money discussions damages relationships and revenue
04:32 - How to shift your mindset: Making commercial conversations part of your value
11:44 - Common mistakes: Waiting for permission, leading with product, apologies
15:06 - Practical tools for building confidence in commercial conversations
23:15 - Five mindset shifts needed for strategic commercial roles
30:21 - The importance of learning the language of business and finance
36:52 - The foundation for moving forward: Mindset and identity shifts

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

Workshops Link: https://www.thecustomersuccesspro.com/team-event

In this episode of The Customer Success Pro, Brittany Casey, VP of Customer Success at Disco, shares insights on the power of multi-threading engagements, relationship mapping, and building resilient customer relationships in the evolving SaaS landscape. Discover practical strategies to enhance customer success, leverage internal and external relationships, and future-proof your career.

Chapters00:00 Introduction to Multi-Threading in Customer Success04:34 Brittany Casey's Journey and Role at Disco19:23 The Importance of Multi-Threading Engagements27:36 Building Relationships Across Stakeholders37:58 Navigating Challenges in Relationship Mapping46:19 Tools and Strategies for Effective Customer Success54:43 Quick Fire Questions with Brittany Casey

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

Brittany Cassey Linkedin: https://www.linkedin.com/in/thatcustomersuccessgal/
Brittany Cassey's TikTok: https://www.tiktok.com/@thatcustomersuccessgal

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

Book a Team Workshop: https://bit.ly/4mqqgCu

On this episode of The Customer Success Pro Podcast, Anika Zubair discusses the impact of AI on customer success roles, emphasizing how AI is transforming workflows, exposing non-strategic tasks, and highlighting the importance of strategic skills for customer success professionals in the AI era.

Chapters
00:00 AI's Impact on Customer Success Roles
09:37 The Shift from Admin to Strategic Roles
19:23 Skills for Success in an AI-Driven World
23:34 Weekly Challenge: Embrace AI for Strategic Growth

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 Masterclass: https://bit.ly/4mqqgCu

In this episode of The Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success as a revenue-generating function, the skills needed for modern CS professionals, and practical strategies to drive growth and renewals.

Chapters
00:00 The Evolving Role of Customer Success
09:48 Revenue as a Core Function
19:36 The Shift from Support to Revenue
29:12 Mastering Revenue-Driven Skills

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