The Customer Success Pro Podcast

Jim Richmond, Chief Customer Officer at Smartling with 20+ years in SaaS and martech, explains designing value-led customer organizations. He discusses rethinking QBRs to focus on outcomes, using role specialization to scale post-sales, and how AI boosts CSM productivity. Short, tactical stories and experiments illustrate discovery, renewals, and building playbooks from data.

Team Workshops: https://www.thecustomersuccesspro.com/team-eventThis episode emphasizes the importance of continuous reinforcement in customer success training. It highlights how annual kickoffs, while energizing, are insufficient for sustained behavior change and revenue growth. The host advocates for monthly revenue enablement rhythms, practical skill-building, and consistent practice to achieve predictable renewals and upsells.Chapters:00:00 The Kickoff Season02:58 The Importance of Reinforcement in Customer Success05:42 Training Frequency: Building Revenue Skills08:52 The Role of Consistency in Customer Success11:31 Creating a Monthly Enablement Rhythm14:45 Common Mistakes in Customer Success Training17:34 Building a Revenue Lab for Continuous Learning20:20 The Power of Repetition in Skill Development23:10 Final Thoughts: Actionable Steps for CS LeadersConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

They argue why routine check-ins fail and how pressure to prove ROI is changing customer success. The conversation covers risks of being an order-taker and the myth that happiness equals success. Practical mistakes in value conversations are highlighted. A three-part value-call structure is shared to re-anchor outcomes, show progress, and set the next milestone.

Check out our team workshops: ⁠https://www.thecustomersuccesspro.com/team-event⁠In 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.Chapters00:00 Introduction 02:10 The Importance of Living Success Plans12:16 Common Mistakes in Building Success Plans13:08 Defining Revenue Success Plans17:25 Utilizing Success Plans Throughout the Customer Journey21:24 The Weekly Challenge and ConclusionConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Natasha Evans, VP of Customer Growth at Hook and veteran customer success leader, shares practical ways to make value visible. She discusses aligning marketing with post-sales, crafting simple ROI metrics when product data is missing, and coaching teams to have day-one value conversations. Short, actionable strategies for turning estimates into measurable outcomes and building repeatable value narratives.

Check out our team workshops: https://www.thecustomersuccesspro.com/team-eventIn 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.Chapters00:00 Introduction01:26 The Redefinition of Customer Success03:58 The Ambiguity of Customer Success Roles08:33 The Pressure on Customer Success Teams10:48 Common Mistakes in Customer Success18:39 Strategies for Defining Customer Success23:32 Weekly Challenge and RecapConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Enroll in RevUP Academy: https://thecustomersuccesspro.com/revupIn 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 Introduction03:14 Transitioning from Product-Led to Sales-Led Growth05:54 The Importance of Customer Success in Tech09:03 Building a Proactive Customer Success Organization11:57 Defining Roles in Customer Success14:47 Implementing Customer Journeys and Health Scoring17:48 Enhancing Customer Adoption and Value21:12 Re-Onboarding Customers for Success23:52 The Role of AI in Customer Success27:02 Challenges in Scaling Customer Success Teams30:02 Lessons Learned from Moving Upmarket32:46 Final Thoughts and Quickfire QuestionsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Alon Ahronberg: https://www.linkedin.com/in/alon-ahronberg/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Signup for RevUP Academy: https://www.thecustomersuccesspro.com/revupIn 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 Generation05:55 Understanding Customer Engagement and Value Delivery09:06 The Importance of Forecasting in Customer Success12:10 Navigating the Commercial Landscape of Customer Success15:02 Building a Revenue-Focused Customer Success Team18:10 The Six-Month Renewal Framework21:10 Asking the Right Questions for Renewals24:09 Upselling Strategies in Customer Success26:55 Integrating Renewals and Upsells into NRR Strategy30:02 Best Practices for Revenue-Focused Customer Success32:56 Quick Fire Questions with Emma LambertConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Emma Lampert: https://www.linkedin.com/in/emmalampert/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Discover essential revenue levers for customer success professionals in 2026. Learn why a proactive approach is crucial and how to shift from task-oriented to strategic thinking. Anika Zubair emphasizes the importance of adoption momentum, aligning with executives, and spotting expansion opportunities. She provides actionable insights and a challenge to map accounts and focus on tangible growth. Transform your role, drive revenue, and elevate customer success!

Anika Zubair explores how transforming from a task-driven mindset to a revenue-focused approach can revolutionize customer success roles. She highlights common pitfalls like being reactive and waiting for sales cues, emphasizing the importance of commercial ownership. Listeners are encouraged to prioritize high-value tasks and engage in meaningful value conversations with their top accounts. Anika also challenges everyone to take proactive steps over the next week to deepen customer relationships, dramatically altering their approach to growth.