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PODCAST

The Daily Standup

Lifetime Value Media

Do you want to know what other customer success and post-sale professionals are thinking about, struggling with, or succeeding with? The Daily Standup is the flagship podcast on the Lifetime Value Media network, cohosted by Dillon Young, Jean-Pierre "JP" Frost, and Rob Zambito. We"re publishing daily and sharing the most diverse and unfiltered array of guests. Tune in to hear industry titans and newbies alike chopping it up, sharing their hot takes, workshopping their current challenges, or just

business careers

All Episodes

13:02

Get educated | Ep. 186

The Daily Standup ·

2025/02/21

Episode 186: Rob, Dillon, and special co-host Mickey Powell discuss how they'd recommend a newcomer learn CS from scratch.⏱️ Timestamps:00:00:01 - Intro00:01:24 - No topic? Time to check Reddit 00:02:57 - Firehose time: learning in customer success 00:04:33 - A roadmap to mastering customer success 00:07:39 - Theory vs. tactics in professional growth 00:08:56 - The brutal honesty of Reddit comments 00:11:11 - Never stop learning, follow your curiosity 00:11:42 - Wrapping up!📺 Lifetime Value:

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14:27

A digital customer success reckoning (Part 2) | Alex...

The Daily Standup ·

2025/02/20

Episode 184: Alex Turkovic joins the pod for a two-part series on - what else? - digital customer success.⏱️ Timestamps:00:00:00 - Intro00:01:45 - Digital CX burnout is real 00:02:42 - Rethinking digital customer success 00:03:43 - Digital CS vs. CS at scale 00:05:13 - Automation: help or hindrance? 00:07:53 - The hybrid future of customer success 00:09:35 - The dark side of digital experiences 00:11:10 - Do what doesn't scale… for now📺 Lifetime Value: Your Destination for GTM contentWebsite:

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13:48

A digital customer success reckoning (Part 1) | Alex...

The Daily Standup ·

2025/02/19

Episode 184: Alex Turkovic joins the pod for a two-part series on - what else? - digital customer success.⏱️ Timestamps:00:00:00 - Intro00:01:45 - Digital CX burnout is real 00:02:42 - Rethinking digital customer success 00:03:43 - Digital CS vs. CS at scale 00:05:13 - Automation: help or hindrance? 00:07:53 - The hybrid future of customer success 00:09:35 - The dark side of digital experiences 00:11:10 - Do what doesn't scale… for now📺 Lifetime Value: Your Destination for GTM contentWebsite:

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15:28

Impact & biscuits | Holly Goodliffe

The Daily Standup ·

2025/02/18

Episode 183: Holly Goodliffe tells us a tale of two conversations about building digital customer success processes.⏱️ Timestamps:00:00:00 - Intro00:01:52 - The challenge of proving digital CS impact 00:03:40 - A framework for connecting CS to revenue 00:06:23 - From biscuits to business: Holly’s career shift 00:08:57 - Prerequisites for a successful digital CS program 00:10:49 - Digital CS is not magic—laying the groundwork 00:12:20 - The evolution of digital CS from hype to strategy 00:12:55

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19:49

FROM THE HOTLINE: Do not let your petty self win |...

The Daily Standup ·

2025/02/18

What's the move when your colleague wins big off of a playbook you shared with them?Kristi and Stino weigh the pros and cons of taking the high road, or...letting the pettiness get the best of you.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - The petty vs. professional dilemma00:01:09 - A workplace betrayal or just miscommunication?00:02:12 - When your advice leads to someone else’s win00:05:02 - The ego factor: Why this really

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15:38

Default to action | Chris Pitman

The Daily Standup ·

2025/02/17

Episode 182: Chris Pitman is beginning his entrepreneurial journey and finding inspiration from an ancient practice.⏱️ Timestamps:00:00:00 - Intro00:02:02 - Facing challenges early in customer success 00:02:52 - Negotiating with toddlers and customers 00:05:52 - Stoicism in business and life 00:08:00 - The battle within: mindset over stress 00:09:01 - Defining your boundaries in CS 00:11:29 - Balancing success, family, and fulfillment 00:13:43 - Wrapping up!📺 Lifetime Value: Your Destination

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13:27

SaaS spirit animals | Ep. 181

The Daily Standup ·

2025/02/14

Episode 181: Customer success vanishes tomorrow - what department do you move to?⏱️ Timestamps:00:00:00 - Intro00:01:17 - Surviving a customer success layoff 00:02:10 - Is two years of CS experience enough? 00:03:33 - The "what if CS disappeared?" test 00:04:48 - Where would you go if not CS? 00:07:01 - The surprising path to customer marketing 00:08:13 - How Reddit viewed CS career pivots 00:09:18 - The hidden feeder system in tech 00:10:39 - Wrapping up!📺 Lifetime Value: Your Destination

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20:36

The customer obsession moat | John Gleeson

The Daily Standup ·

2025/02/13

Episode 180: John Gleeson, Founder of SuccessVP, talks founder-led customer success and why your journey to product market fit never ends.⏱️ Timestamps:00:00:00 - Intro00:02:13 - The power of founder-led CS 00:03:21 - Product vs. customer success: same goal? 00:06:27 - The myth of product market fit 00:08:35 - Losing touch with your customer 00:11:02 - What makes a founder customer-obsessed? 00:15:04 - Why great leaders meet their customers 00:17:18 - A tough but rewarding CS career📺 Lifetime

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16:04

Elevate through iteration | Christina Adderley

The Daily Standup ·

2025/02/12

Episode 179: Christina Adderley has developed a philosophy: using customer success for personal success.⏱️ Timestamps:00:00:00 - Intro00:01:02 - From CS leader to financial broker 00:01:52 - Customer success for personal success 00:03:25 - Planning for success in uncertain times 00:06:47 - Turning CS strategies into career wins 00:09:53 - The balance of luck and preparation 00:10:22 - Applying CS frameworks to real life 00:12:38 - The future of Christina’s business📺 Lifetime Value: Your

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15:54

The difference makers | Sarah Caminiti

The Daily Standup ·

2025/02/11

Episode 178: Sarah Caminiti thinks there's one profession in particular creating more difference makers than others. Can you guess which one?⏱️ Timestamps:00:00:00 - Intro00:43:00 - A podcast name even Siri can’t find 02:11:00 - The big question: what’s on your mind? 04:03:00 - Leadership, empathy, and a generational shift 06:03:00 - The uphill battle of good management 08:10:00 - CS skills: diplomacy in disguise 10:20:00 - The unsung heroes of customer success 12:30:00 - Sarah’s grand exit…

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14:25

Creative contracting | Alex Litoff

The Daily Standup ·

2025/02/10

Episode 177: Alex Litoff is focusing on creating more ways for his customers to expand their relationship in 2025.⏱️ Timestamps:00:00:00 - Intro01:31:00 - The 2025 retention challenge 03:08:00 - Multi-year deals: the secret weapon? 05:09:00 - The art of justifying price increases 07:33:00 - Multi-year contracts: a churn warning? 08:50:00 - Value persuasion vs. value discussion 09:39:00 - Can automation replace human persuasion? 10:42:00 - Price hikes we wouldn’t question 11:22:00 - Wrapping

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17:27

Churn: solved. | Ep. 176

The Daily Standup ·

2025/02/07

Episode 176: Rob & Dillon dig into how Hubspot solved churn, and they digress only a little bit in the process.⏱️ Timestamps:00:00:00 - Intro00:01:14 - How HubSpot fixed retention 00:01:20 - Lessons from the HubSpot playbook 00:03:42 - The missing mention of customer success 00:06:59 - What stood out the most? 00:09:03 - Clawbacks and sales accountability 00:12:14 - The spectrum of customer fit 00:13:19 - The balance of sales and customer success 00:14:11 - Closing thoughts📺 Lifetime

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15:30

Own your power | Lizz Harrell

The Daily Standup ·

2025/02/06

Episode 175: Lizz Harrell has one big tip for being your best CSM self.⏱️ Timestamps:00:00:00 - Intro00:02:13 - Nostalgia and the BDR grind 00:03:06 - Do CSMs need sales skills? 00:05:02 - Bridging the gap between product and customer 00:06:28 - What's in it for customer success pros? 00:09:12 - Learning through customer relationships 00:10:50 - Sales fundamentals for CSMs 00:12:23 - An invitation📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝

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16:13

The participation award is not universal | Jason...

The Daily Standup ·

2025/02/05

Episode 174: Jason McLaurin has a storied career in business internationally, and he's sharing those stories now.⏱️ Timestamps:00:00:00 - Intro00:01:25 - Culture shock in customer success 00:01:54 - The NPS paradox: global scoring quirks 00:03:29 - Living and learning: cross-cultural insights 00:05:11 - Language, interpretation, and cultural nuances 00:06:17 - Contrasting Japan and South Korea's business styles 00:09:33 - Cultural currency: ego aside, value first 00:10:34 - Parting wisdom📺

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16:13

The video frontier | David Gunn

The Daily Standup ·

2025/02/04

Episode 173: David Gunn and SundaySky are re-engineering the way you engage with your customers.⏱️ Timestamps:00:00:00 - Intro00:02:07 - The next frontier: video for engagement0:02:50 - Solving the personalization-at-scale puzzle00:04:11 - Learning from Spotify Wrapped00:06:59 - AI-driven video avatars: the future is here00:09:12 - Breaking the stigma around tech touch00:10:45 - Who benefits from video personalization?00:12:27 - Getting started with personalized video00:13:17 - Wrapping up the

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15:44

The total experience theory | Mary Poppen

The Daily Standup ·

2025/02/03

Episode 172: Mary Poppen knows you know about total rewards and customer experience, but have you heard of total experience?⏱️ Timestamps:00:00:00 - Intro00:01:31 - The power of total experience 00:02:07 - Silos that hinder organizational growth 00:03:30 - Harmony through shared alignment 00:06:19 - Marrying metrics to business outcomes 00:08:27 - The uphill battle of leadership buy-in 00:10:12 - Pressing the right persuasive levers 00:12:12 - Breaking silos and zooming out📺 Lifetime Value:

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18:15

Just pick one! | Ep. 171

The Daily Standup ·

2025/01/31

171: New report just dropped! But, it's a little bit all over the place.⏱️ Timestamps:00:00:00 - Intro 00:01:17 - 2025 confidence index 00:02:34 - Resources vs. outcomes for CS teams 00:04:40 - Why CS struggles to prove ROI 00:06:32 - Personas, privilege, and disconnection 00:07:26 - Defining success through a shared lens 00:08:53 - Renewals: workload vs. customer value 00:12:31 - Churn lessons from a CEO’s perspective 00:14:31 - The path forward: pick one direction📺 Lifetime Value: Your

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18:15

What's marketing got to do with it? | Ashna Patel

The Daily Standup ·

2025/01/30

Episode 170: Ashna Patel made a career pivot last year, and she has some valuable learnings after leaving customer success for marketing.⏱️ Timestamps:00:00:00 - Intro00:01:26 - Defining customer success beyond post-sale 00:03:33 - Bridging customer success and marketing 00:05:09 - The fragile yet vital connection 00:08:39 - Breaking silos: marketing as a secret weapon 00:10:25 - Aligning promises with delivery 00:13:10 - Communication: the cure for assumptions 00:14:40 - Silos vs. the

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13:37

The sentiment albatross | Emma Lampert

The Daily Standup ·

2025/01/29

Episode 169: Emma Lampert knows what wins when revenue and net promoter score get into a scrap.⏱️ Timestamps:00:00:00 - Intro00:01:34 - Why customer feedback gets ignored 00:02:38 - NPS: A misunderstood metric 00:03:06 - The missing nuance in customer feedback 00:04:23 - Users vs. champions: Whose feedback matters? 00:06:29 - Vanity metrics vs. meaningful insights 00:08:46 - NPS: Just the starting point 00:10:04 - Treating feedback as a nurture flow 00:10:27 - Signing off with fresh

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14:32

The problem with net promoter score | Boaz Maor

The Daily Standup ·

2025/01/28

Episode 168: Boaz Maor can help you make it useful.⏱️ Timestamps:00:00:00 - Intro00:02:03 - Unpacking net promoter score: The love-hate metric 00:05:45 - Turning net promoter score into actionable insights 00:07:20 - Crucial net promoter score principles for B2B success 00:09:10 - The power of trends over scores 00:10:20 - Comparing NPS to product market fit 00:11:18 - Boaz’s invitation for a deeper dive into NPS00:11:48 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite:

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