Τα καλύτερα The Customer Success Podcast podcast (2025)

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Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 41:59

10h ago41:59

41:59

Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landsc…

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Leadership Strategies for Managing Up, Across, and Within in Revenue-Focused CS 40:53

1d ago40:53

40:53

Angeline Gavino is joined by Mike Simmons, Founder of Catalyst A.C.T.S, to explore the critical role of leadership in driving cultural and operational shifts within Customer Success. He shares his unique insights on navigating the transition to revenue-driven CS and building high-performing teams. Key discussion points include: The essence of leade…

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Why you should use AI to explain customer HealthScores 28:36

4d ago28:36

28:36

Can AI transform every phase of the customer journey? Sampoorna Dasgupta from IBM’s Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 years of experience in digital transformation, she shares how data-driven insights are making a massive impact. Click …

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The Power of Data Driven Decision Making in Customer Success with Guy Rahamim 48:05

7d ago48:05

48:05

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. Enter the Planhat Giveway to win an all expense trip to Planhat Open: www.planhat.com/giveaway In this episode of the Customer Success Pro Podcast, host Anika Zubair s…

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How to Hire, Build, and Grow an All-Star Customer Success Team ft. Amy Oilman (Conversica) 27:51

20d ago27:51

27:51

#updateai #customersuccess #saas #business Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing …

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Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 35:46

7d ago35:46

35:46

David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer connections at scale. He and Alex explore the power of personalized outreach, the role of robotics in writing thank-you notes, and how businesses can use this approach to surprise, delight, and build stronger relatio…

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Digital Customer Success - A New Era of Engagement 37:23

11d ago37:23

37:23

How can you scale customer success without sacrificing quality? Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building high-impact, l…

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Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090 29:18

14d ago29:18

29:18

In this solo episode of the podcast, I address some recent questions I've gotten specifically about A.I. in CS. A few tangents are included as per usual: Chapters: 00:00 - Intro 02:42 - When is your program ready for A.I.? 04:10 - Data readiness for installing A.I. 08:14 - Using AI for content generation 11:05 - Staying current or getting up to spe…

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Bridging the Gap: How Enablement Empowers CS Teams to Drive Growth 36:08

16d ago36:08

36:08

Angeline Gavino welcomes Gina Patel, a seasoned Customer Success leader with 15+ years of experience, to discuss her journey of building and scaling CS teams that drive retention, growth, and operational efficiency. Gina shares her expertise on: Building high-performing CS teams: Mentoring, coaching, and equipping CSMs to grow professionally while …

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How to Prove Value to Customers 32:58

18d ago32:58

32:58

Is your saas onboarding strategy leaving customer value on the table? Saood Shah reveals how value audits can transform your customer success strategy. Learn how to boost retention, accelerate ARR growth, and create a seamless handoff from professional services to customer success. Click here to watch the interview on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Value Au…

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Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 46:16

21d ago46:16

46:16

Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austin This is an episode of "MondAI CS", a new podcast by our CS friend Michael Forney that we recorded last week. I felt that the content would be fantastic to post here as well. This episode delves into the intersection of AI and cust…

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The Role of Portfolio Customer Success Managers 25:49

25d ago25:49

25:49

How do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role! Vitor Meira and Irit Eizips discuss the strategies behind managing hundreds of accounts using scalable techniques like dynamic segmentation, pooled models, and data-driven prioritization. Vitor shares how he maintains meaningful conne…

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Enabling Excellence by Transforming CSM Roles ft. Christine Boermeester (Deltek) 22:45

27d ago22:45

22:45

Christine Boremeester, Senior Director of Strategy & Enablement at Deltek, joins Kristi Faltorusso, CCO at ClientSuccess, and Josh Schachter, Co-Founder & CEO of UpdateAI, to share invaluable insights into how Deltek continues to innovate and serve its global customer base. Tune in to explore Deltek's ambitious initiatives, including the creation o…

1
Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 49:39

28d ago49:39

49:39

Dillon Young, founder of Lifetime Value Media, RETURNS to the show to discuss building a media company, the evolving role of the word "digital" in customer success and what it takes to win in this job market. He and Alex explore actionable strategies for creating empathetic customer experiences, leveraging digital tools to drive value, and the impo…

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How to Align and Elevate Product Development with Customer Feedback ft. Leah Bauman (monday.com) 35:50

29d ago35:50

35:50

#updateai #customersuccess #saas #business Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the impo…

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Leading for Revenue Impact: Essential Traits of a CS Leader 39:37

30d ago39:37

39:37

In this episode of the CS RevSpeak Podcast, Angeline Gavino sits down with Thomas Voigt, Customer Success Coach and Founder of The CS Academy, for a deep dive into what it means to be a leader in the Customer Success space—particularly when leading for revenue impact. Thomas shares invaluable insights on: The competencies and skills successful CS l…

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Redefining Compensation to Better Align CS Roles with Revenue Goals 46:59

1M ago46:59

46:59

#updateai #customersuccess #saas #business Hosts ⁠⁠Kristi Faltorusso (CCO, ClientSuccess)⁠⁠, ⁠⁠Jon Johnson(Principal CSM, Key Accounts at UserTesting)⁠⁠ & ⁠⁠Josh Schachter (Co-Founder & CEO, UpdateAI) dive into a dynamic conversation to kick off the new year. Tune in as they share insights on how companies are restructuring compensation models, dis…

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Cutting Churn with QBRs and Renewals: A Small Team’s Big Win 29:34

1M ago29:34

29:34

Mary discusses how her small but mighty team of 4 CSMs leveraged QBRs (Quarterly Business Reviews) and automated renewals to significantly reduce churn and increase efficiency. Mary shares her team's journey of implementing a customer success platform (CSP), streamlining processes, and scaling high-touch engagement with limited resources. Click her…

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Risk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software) 27:25

1M ago27:25

27:25

#updateai #customersuccess #saas #business Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within th…

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From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 49:55

1M ago49:55

49:55

Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively …

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AI Is Changing Customer Success Forever 31:19

1M ago31:19

31:19

Is traditional customer feedback collection dead? Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer experience but also provides real-time insights and upsell opportunities. Say goodbye to outdated, long-form surveys and discover how AI can deliver dynamic, personalized feedback while driving strategic growth …

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Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo) 27:03

1M ago27:03

27:03

#updateai #customersuccess #saas #business Emily McIlwain, Director of Customer Success at Exo, joins the hosts ⁠⁠Jon Johnson, Principal CSM at User Testing⁠⁠ , and ⁠⁠Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup. Timestamps 0:00 - Preview 1:36 - Josh is engaged 2:5…

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From CS to Sales Growth: Turning Upsells into New Sales with Ejieme Eromosele 43:30

1M ago43:30

43:30

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Ejieme Eromosele, an award-winning customer success leader, about her journey from customer success to general management. They discuss the importance of customer advocacy in driving new sales, strategies for upselling and expansion, and the evolving role of customer…

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Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 49:55

1M ago49:55

49:55

To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin! Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challen…

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The Strategic Shift: Preparing CS Teams for Revenue Goals 46:11

1M ago46:11

46:11

When Ryan Dalton joined Intiveo as Vice President Customer Experience Revenue, he made one thing clear: Customer Success would be a revenue-driving function. In this episode, Angeline Gavino sits down with Ryan to discuss how he strategically transformed the existing CS team’s charter to include expansion ownership within one year. Ryan shares the …

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Uplevel Your QBRs to Double Your Upsell Revenue 35:18

2M ago35:18

35:18

Are you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales? In this interview, Stijn Smet shares actionable insights on how top-performing companies are using data-driven customer success strategies to uplevel your QBRs and double your upsell revenues. Click here to watch the interview on YouT…

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Bridging Sales and Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise (ActiveProspect) 20:13

2M ago20:13

20:13

#updateai #customersuccess #saas #business Margaret Wise, Chief Revenue Officer at ActiveProspect joins ⁠⁠Josh Schachter⁠⁠, Co-Founder & CEO at UpdateAI to chat about streamlining pre-sale, and post-sale operations to focus on customer success and revenue growth. Timestamps 0:00 - Preview & Intros 1:36 - Overview of ActiveProspect 5:07 - Margaret’s…

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End Of Year Recap as Told by Google’s NotebookLM | Episode 085 11:29

2M ago11:29

11:29

Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffe…

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Transform Customer Onboarding with These Practical Steps 30:49

2M ago30:49

30:49

Do your customers keep getting stuck in onboarding purgatory? After this session with Kristi Faltorusso, you will learn the key steps that will transform your onboarding experience. Whether you're struggling with long onboarding times or looking for practical, scalable solutions, Kristi shares strategies that have driven success at Client Success a…

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Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 27:19

2M ago27:19

27:19

Link to this episode on YouTube: https://youtu.be/23MrFuVuMmg In this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM to produce next week's podcast episode! That is perhaps the most surprising feature of this amazing free tool. Besides that, it's great at summarizing documents or web pages for easy consumption and ca…

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Customer Success Challenges While Scaling Up W/ Parul Bhandari 29:00

2M ago29:00

29:00

Have you ever wondered what challenges customer success managers (CSMs) face, especially when companies focus solely on sales? In this episode, we dive into one of the biggest issues CSMs encounter – the early lack of focus on essential business fundamentals.In this episode, we’re joined by Parul Bhandari, an experienced customer success leader, wh…

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Implementing the “Experts Success” Strategy - Upsells & Retention 26:02

2M ago26:02

26:02

How can companies support and grow their small customers (SMBs) with limited resources? Discover how Maple’s innovative platform helps companies support their small customers (SMBs) without breaking the bank. In this episode, Irit and guest Elad Donsky dive into scalable customer success strategies using industry experts. Click here to watch the in…

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Aligning Customer Success Strategies to Exceed Customer Expectations ft. Sam Slevin (AlphaSense) 26:17

2M ago26:17

26:17

#updateai #customersuccess #saas #business Sam Slevin, Global Senior Vice President Customer Success at AlphaSense joins ⁠⁠Josh Schachter, Founder & CEO of UpdateAI⁠⁠. Sam shares his expertise in aligning with customer needs through strategic onboarding, mapping value over time, and navigating the complexities of global growth. The episode also exp…

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Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 59:37

2M ago59:37

59:37

Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in buildin…

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Structuring Compensation for Revenue-Driven CS Teams 41:26

2M ago41:26

41:26

Angeline sits down with Ejieme Eromosele, a GTM leader at Quik and Founder of Success in Black, to explore the evolving world of compensation in revenue-driven Customer Success. Ejieme shares her unique journey into CS, her commitment to diversity, equity, and inclusion and her mission to empower CS teams to make a significant revenue impact. Key T…

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Data-Driven Initiatives to Lowering Churn 22:08

2M ago22:08

22:08

Is it possible to save every account? While it's important to do everything possible to prevent churn, Customer Success teams need to be strategic in their efforts. Bárbara Edith Pugliese shares her team’s innovative approaches to reduce churn, prove value, and foster customer advocacy; maintaining the goal to maximize overall customer retention. C…

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Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics) 37:34

2M ago37:34

37:34

#updateai #customersuccess #saas #business Tatiana Ferreira (CCO, Launchmetrics) joins the hosts ⁠⁠Kristi Faltorusso (CCO, Client Success)⁠⁠, ⁠⁠Jon Johnson (Principal CSM, User Testing)⁠⁠ & ⁠⁠Josh Schachter⁠⁠ (Founder & CEO, UpdateAI). They discuss the complexities of mergers and acquisitions, the shift towards proactive customer outreach, the chal…

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Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 54:04

2M ago54:04

54:04

Marley Wagner, a seasoned expert in marketing and customer success, joins the podcast to explore the intersection of digital customer success and cross-functional collaboration. She and Alex discuss strategies for leveraging automation, transforming QBRs, and reimagining customer engagement through data-driven digital programs, all while highlighti…

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Achieving a Net Positive Score with Google Forms 18:19

2M ago18:19

18:19

Did you know that you can boost your net retention rate using just a Google Form? In this episode of the CSM Practice Podcast, Irit Eizips sits down with Sara Areco, Head of Customer Success at Antavo, to discuss a simple yet powerful strategy for achieving a net positive score. Discover how Sara's team tracks customer sentiment and feedback to dri…

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The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter) 42:49

3M ago42:49

42:49

#updateai #customersuccess #saas #business Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on …

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First time Customer Success Leader to a Revenue Leader with Stijn Smet 51:57

3M ago51:57

51:57

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Stino, the head of customer success at whale.io. They discuss the evolving role of customer success in the SaaS industry, emphasizing the importance of a revenue-focused mindset. Stino shares his journey from being a tax attorney to a customer success leader, the cha…

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Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081 50:10

3M ago50:10

50:10

Samantha David, a seasoned digital customer success expert, shares her journey from traditional customer service roles to pioneering digital CS strategies. She and Alex discuss the importance of automation, scaling human connection, and blending digital tools with human touchpoints to create proactive, personalized customer experiences. Chapters: 0…

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Unlocking Revenue Growth with Impact Drivers 35:52

3M ago35:52

35:52

Angeline Gavino sits down with Pieter Boon, Co-founder of ImpactPilot, to delve into the transformative concept of impact drivers and their role in revenue growth for Customer Success teams. They explore practical strategies to connect CS activities to measurable outcomes like retention and expansion. Key Topics: What are impact drivers and why are…

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Secrets to Smooth Renewals and Driving Upsell Opportunities 31:01

3M ago31:01

31:01

"Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape." Chris Dishman, Sr. Vice President of Global CS at Totango, shares the importance of proactive strategies in customer renewals, the benefits of empowering Customer Success M…

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Rethinking Compensation: From Commissions to Ongoing Payouts ft. Brian Hansen (Aurora Solar) 38:13

3M ago38:13

38:13

#updateai #customersuccess #saas #businessHosts Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) sit down with Brian Hansen (Director of CS, Aurora Solar) to discuss how Aurora Solar is reinventing its approach by aligning product usage metrics with sales and customer success efforts. They are adopting a long-ter…

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Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080 34:45

3M ago34:45

34:45

This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented. The primary goals of implementing these automations are simple:…

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Accountability, Collaboration & Communication: The Growth Playbook ft. Micki Howl (CRO, Marigold) 23:59

3M ago23:59

23:59

#updateai #customersuccess #saas #business In this special installment of the revenue series of the Unchurned Podcast, we're thrilled to have Micki Howl (Chief Revenue Officer, Marigold) join Josh Schachter (Founder & CEO, UpdateAI) to shed light on the connection between sales and post-sales, and the critical role customer feedback plays in drivin…

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Why Every CEO Needs to Understand Customer Success! 24:58

3M ago24:58

24:58

In this episode of the CSM Practice podcast, Irit Eizips sits down with Mark Abbott, CEO of ninety.io, to explore the critical elements of customer success and business growth. Learn how the Entrepreneurial Operating System (EOS) can be a game-changer for companies aiming to enhance customer retention and build sustainable high-trust relationships.…

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Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure) 32:10

3M ago32:10

32:10

#updateai #customersuccess #saas #business Rachel Orston, Chief Customer Officer at Instructure joins the hosts ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of c…

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Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079 39:01

3M ago39:01

39:01

In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital exp…

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