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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

31:24

From WFU: 🦾 Rise of the (stupid) machines

The Daily Standup ·

2025/01/28

Are you farming more and more of your daily job out to AI, only to realize you're spending more time than before just holding its hand?...no?Well, then you haven't quite fucked up like we have.In this episode we talk about our journeys through the AI revolution:00:00:00 - Intro00:03:07 - The farmer’s mentality and AI reliance00:03:51 - Blind trust in AI and its risks00:04:52 - AI-generated emails: Overkill or useful?00:06:17 - Lazy habits and losing the spark in CS00:08:16 - Correcting AI: A time

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16:02

The god metric | Tim Concannon

The Daily Standup ·

2025/01/27

Episode 167: Tim Concannon doesn't know how we can possibly be our best selves without first knowing what our destination is.⏱️ Timestamps:00:00:00 - Intro00:01:24 - The missing metric in customer success00:02:27 - Rodney Dangerfield of departments00:04:18 - Internal confusion and conflicting priorities00:06:16 - Customer value versus internal metrics00:08:02 - ARR, GRR, and the true mission of CS00:10:26 - The ROI argument for headcount00:11:51 - Tying retention to sales success00:12:38 - Wrap it

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15:11

A violent restructuring | Ep. 166

The Daily Standup ·

2025/01/24

Episode 166: A team is reduced from 12 to 1.⏱️ Timestamps:00:00:00 - Intro00:00:25 - The last CSM standing 00:01:14 - A restructuring nightmare unfolds 00:02:35 - The cost of doing 12 jobs alone 00:03:31 - Misalignments and company priorities 00:04:17 - The leverage you didn’t know you had 00:06:26 - Negotiation pitfalls and realistic asks 00:08:34 - Risks and rewards of asking for more 00:10:33 - The missing nuance in the story 00:12:18 - Close it out📺 Lifetime Value: Your Destination for

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14:10

The humanity | Jasmine Reynolds

The Daily Standup ·

2025/01/23

Episode 165: Jasmine Reynolds has some tips on keeping AI in its place.⏱️ Timestamps:00:00:00 - Intro 00:01:35 - The conference correspondent 00:02:14 - Keeping humanity first in a world of AI 00:02:45 - AI as a supportive tool, not the driver 00:03:30 - Practical AI use in CSM daily tasks 00:04:27 - Democratizing access: tools and human skills 00:06:55 - Leveraging humanity to build relationships 00:07:43 - Champion transitions and the human touch 00:09:24 - Soup, empathy, and the

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14:21

Storytime | Nik Mijic

The Daily Standup ·

2025/01/22

Episode 164: Matik.io co-founder and CEO Nik Mijic believes deeply in storytelling with your customers...but technology still plays a role.⏱️ Timestamps:00:00:00 - Intro00:01:08 - Automating data storytelling 00:01:33 - The ROI challenge in today’s climate 00:02:28 - Lessons from LinkedIn: data as a superpower 00:03:44 - The many layers of ROI storytelling 00:06:18 - Let progress crush perfection 00:07:30 - Building trust with data, not just stories 00:09:40 - The ROI hierarchy: Maslow’s

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15:59

Getting scrappy | Shawn Stiffler

The Daily Standup ·

2025/01/21

Episode 163: Shawn Stiffler doesn't care what stage you're at - there's always room to innovate.⏱️ Timestamps:00:00:00 - The sauce button00:02:13 - Customer success starts with scrappiness 00:03:42 - Resourcefulness in scaling success 00:06:16 - Scrappy or just doing more with less? 00:08:35 - Creative solutions: An AI budget workaround 00:10:40 - The restaurant lesson: Shoot the deer 00:11:10 - Cultivating risk-taking within safety 00:12:47 - Signing off with lessons in action📺 Lifetime

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13:07

Horse 👉 water | Brittany Yandura

The Daily Standup ·

2025/01/20

Episode 162: Brittany Yandura needs you to go a level deeper with your customers.⏱️ Timestamps:0:00:00 - Intro0:01:36 - The power of consultative onboarding 0:02:08 - The “should” over the “can” in guiding customers 0:03:04 - User manuals vs. actionable onboarding value 0:03:42 - Timing and audience: critical success factors 0:06:29 - Bridging language and communication gaps 0:07:41 - Rethinking onboarding as a transformative tool 0:09:45 - The ultimate question: what do your best customers

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17:33

Product communities: why and when | Ep. 161

The Daily Standup ·

2025/01/17

Episode 161: Rob's spun up a community or two - he's got tips on how to do it, including whether you should at all.⏱️ Timestamps:00:00:00 - Intro00:01:51 - Community is not a magic solution 00:02:55 - What makes a great community subject 00:03:38 - From professional associations to SaaS 00:06:20 - JP’s Discord story and the need for depth 00:08:38 - Organic passion vs transactional communities 00:09:57 - Scaling strategies and starting slow 00:12:35 - Defining purpose and managing expectations

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16:48

Value value value | Keishla Ceaser-Jones

The Daily Standup ·

2025/01/16

Episode 160: Keishla Ceaser-Jones wants you to rethink the term "value."⏱️ Timestamps:00:00:00 - Intro00:03:15 - Value realization: The ultimate goal 00:04:31 - From data to ROI: Bridging the gap 00:07:04 - Quantifying value in metrics that matter 00:08:12 - Focused goals: Narrowing the conversation 00:10:53 - Diverse perspectives on what value really means 00:12:29 - From vendor to partner: Building trust 00:13:39 - Closing thoughts and the narrative of value 📺 Lifetime Value: Your

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13:23

Digital empathy | Samuel Cummings

The Daily Standup ·

2025/01/15

Episode 159: Samuel Cummings cracked the code on expressing empathy at scale.⏱️ Timestamps:00:00:00 - Intro00:01:07 - Bona fides00:02:21 - Why jobs depend on digital empathy 00:03:06 - Beyond buzzwords: defining digital empathy 00:03:39 - The formula for empathy revealed 00:05:01 - Applying empathy at scale 00:07:30 - The Greek philosopher of customer success 00:08:30 - The balance of speed and personalization 00:10:36 - Farewell with a side of humor and food📺 Lifetime Value: Your Destination

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15:04

When acquisitions strike | Adreon Morgan

The Daily Standup ·

2025/01/14

Episode 158: Adreon Morgan's best customer just got acquired. She's looking for advice.⏱️ Timestamps:00:00:00 - When customers get acquired 00:00:34 - Welcoming voices of customer success 00:01:17 - A challenging customer story unfolds 00:02:14 - Small accounts, big challenges 00:03:01 - The art of navigating acquisitions 00:05:07 - Building bridges with the new guard 00:07:31 - Keeping champion buy-in strong 00:08:59 - Tackling renewal hurdles 00:10:56 - Metrics that tell a wellness story

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12:41

Care bears | Emily Garza

The Daily Standup ·

2025/01/13

Episode 157: *Just* focusing on revenue isn't enough, according to Emily Garza.⏱️ Timestamps:00:00:00 - Intro00:02:16 - Embracing revenue in CS 00:04:35 - Tying metrics to outcomes 00:05:11 - Rob’s pipeline process overhaul 00:07:02 - Sales skills vs. empathy in CS 00:09:07 - Avoiding the failed salesperson trap 00:10:00 - Closing thoughts and winter hats 00:10:25 - Sign-off from Lifetime Value📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝

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16:16

The promotion trap | Ep. 156

The Daily Standup ·

2025/01/10

Episode 156: What can you do when you've been promoted beyond your capabilities?⏱️ Timestamps:00:00:00 - Intro00:01:34 - The Reddit post dilemma 00:03:14 - What does a promotion even mean? 00:05:45 - The value of titles, money, and power 00:07:32 - Walking away from management 00:09:27 - The Peter Principle unpacked 00:10:38 - The honesty problem in hiring feedback 00:12:11 - Lying on resumes and other debates 00:13:42 - Finding fulfillment as an IC over a manager 📺 Lifetime Value: Your

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14:34

The doorman fallacy | Andrew Marks

The Daily Standup ·

2025/01/09

Episode 155: SuccessCOACHING COO Andrew Marks sees some familiar patterns emerging.⏱️ Timestamps:00:00:00 - Intro00:02:06 - Missteps in post-COVID priorities 00:03:57 - The doorman fallacy explained 00:05:59 - Lessons not learned from past mistakes 00:07:00 - Owning a number: the path to influence 00:08:18 - Evolution of Success Coaching programs 00:11:14 - Closing thoughts and future plans📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevalue.showSend the show a

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12:56

Ghost in the machine | Ty Raia

The Daily Standup ·

2025/01/08

Episode 154: Ty Raia thinks the CS identity crisis is overblown.⏱️ Timestamps:00:00:00 - Intro00:02:17 - The clash of CS ideals vs. reality 00:03:16 - CS as a ghost in the machine 00:04:56 - Misleading expectations in hiring 00:05:57 - Hodgepodge roles in startup life 00:08:21 - Setting vision amid chaos 00:09:28 - Leadership and adaptability in growth 00:10:50 - Wrapping up with Lifetime Value📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝

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14:45

The CS futurist | Andy Magnusson

The Daily Standup ·

2025/01/07

Episode 153: How do you build a customer success department for a company with no customers? Andy Magnusson shares his story.⏱️ Timestamps:00:00:00 - Intro00:01:01 - Building customer success before customers 00:01:43 - Facing the uncharted early-stage startup 00:03:02 - Hiring customer-facing roles early 00:04:49 - Reflections on the evolving role of success 00:06:52 - Challenges of iterating without a market 00:07:23 - The meaning behind Sandgarden 00:08:12 - Being the voice of future

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14:35

Funny for money | Duane Hutchison

The Daily Standup ·

2025/01/06

Episode 152: CS is a catch-all, but there's one profession in particular Duane Hutchison doesn't want associated with it.⏱️ Timestamps:00:00:00 - Intro00:03:15 - Customer success meets frustration 00:03:55 - Tough analogies: the CS cultural struggle 00:05:00 - Entitlement or incentives? Picking a culprit 00:06:48 - Junk drawers of the workplace 00:09:28 - QBIQ: framing feedback with finesse 00:11:53 - Hot potato teamwork and ownership fears📺 Lifetime Value: Your Destination for GTM

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14:26

Who's saving who? | Ep. 151

The Daily Standup ·

2025/01/03

Episode 151: The guys read a report from a prestigious firm.⏱️ Timestamps:00:00:00 - Intro00:01:19 - Reddit, Bane, and potential sponsors 00:01:50 - Crux of the article: mismatch in priorities 00:04:55 - Data accuracy and questionable assumptions 00:07:28 - Dissecting survey methodologies 00:09:52 - The clickbait effect of prestigious sources 00:10:55 - Bane’s advice and its triviality 00:11:09 - The epistemology of customer success 00:12:10 - Wrapping up and teasing part two📺 Lifetime

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16:12

Get out the bushes | Laura Condy

The Daily Standup ·

2025/01/02

Episode 150: Self proclaimed superfan Laura Condy is here to butter our bread.⏱️ Timestamps:00:00:00 - A bold claim00:01:26 - Laura’s customer success journey 00:03:10 - Why you *must* watch The Daily Standup 00:03:46 - Mastering the buzzwords of tech 00:05:21 - Transforming your LinkedIn feed 00:09:10 - Finding camaraderie through a podcast 00:11:05 - Making CS inclusive and relatable 00:13:09 - Wrapping up with humor and gratitude 📺 Lifetime Value: Your Destination for GTM contentWebsite:

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16:26

The Regifting Extravaganza #24: Dave Jackson...

The Daily Standup ·

2024/12/24

Dave Jackson isn't afraid to shake things up. In this episode of The Daily Standup, he envisions a world without customer success.⏱️ Timestamps:00:00:00 - In a world without customer success00:00:34 - Welcoming Dave Jackson to The Daily Standup00:01:55 - Defining customer success00:02:22 - Misalignment in CS understanding00:03:12 - Frank Slootman’s controversial take00:04:15 - Company-wide philosophy debate00:06:07 - Silos and CS challenges00:08:55 - JP’s adaptable approach00:10:40 - Customer-led

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