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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

13:36

The Regifting Extravaganza #5: Michaela Carpenter...

The Daily Standup ·

2024/12/05

Episode 144: Michaela Carpenter gives a history lesson.⏱️ Timestamps:00:00:00 - Intro00:00:42 - Michaela’s background: Cybersecurity to OPLAN 00:01:09 - Why Slovakia lags in customer success 00:01:37 - The post-communism syndrome impact 00:03:08 - How Slovakia’s customer mindset is shifting 00:04:24 - Cultural nuances in customer success 00:07:50 - Facing competition: A new era for Slovakia 00:09:09 - NPS: How Slovakian companies measure happiness 00:09:20 - Global perspectives on customer

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13:47

The Regifting Extravaganza #4: Kristi Faltorusso...

The Daily Standup ·

2024/12/04

Kristi Faltorusso is as successful as they come in customer success. And yet, she too still struggles to unlock the perfect CS / Sales relationship.⏱️ Timestamps:00:00:00 - Kumbaya b-----es00:02:30 - Giving Kristi her flowers00:03:15 - Collaboration with sales challenges00:04:35 - The tension between CS and sales00:05:22 - JP’s approach to sales relationships00:07:03 - Rob’s counterintuitive solution00:09:30 - Importance of feedback mechanisms00:11:00 - Like, comment, and subscribe!📺 Lifetime

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14:51

The Regifting Extravaganza #3: Christian Jakenfelds...

The Daily Standup ·

2024/12/03

Christian Jakenfelds sees a new wave of customer success, with a brand new metric to go along with it.Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - A manifesto00:01:26 - Christian’s journey into customer success00:02:11 - The third wave of customer success after NRR00:05:15 - Pushback: Prioritizing customer referrals00:06:42 - Measuring CSM impact on new customer acquisition00:07:47 - Advocacy and referrals: The key to growth00:09:54 - Driving

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12:16

The Regifting Extravaganza #2: Why we love customer...

The Daily Standup ·

2024/12/02

CS & SaaS continue to evolve. But our love for the profession is undying. Why, exactly?⏱️ Timestamps:00:00:00 - Gentleman's Choice: Why we love customer success00:01:23 - The Evolving Role of Customer Success00:02:20 - Understanding the Business Model00:03:09 - The Complexity of Customer Success00:04:03 - Unhinged Customers00:05:00 - Feeding the addiction00:05:55 - It's just a metaphor, bro00:07:01 - For the love of the game00:08:10 - Like, comment, and subscribe!📺 Lifetime Value: Your

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16:16

The Regifting Extravaganza #1: Kinsey Wheelis...

The Daily Standup ·

2024/12/01

By all accounts, Kinsey Wheelis knows what she's doing. Still, imposter syndrome rears its ugly head. Here are her tips for putting it in its place.Subscribe to the newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Shove it, imposter syndrome!00:01:02 - Kinsey Wheelis joins The Daily Standup00:01:25 - Facing imposter syndrome in CS00:05:24 - Overcoming discomfort for growth00:07:28 - Balancing humility and confidence00:08:59 - Rob’s personal journey with imposter

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12:55

Go read a book | Ep. 149

The Daily Standup ·

2024/11/27

Episode 149: Rob's thinking of writing a book...⏱️ Timestamps:00:00:00 - Intro00:01:33 - Brainstorming customer success book ideas 00:02:11 - Children's book meets customer success 00:04:05 - Complex analogies: rocketships and rentals 00:05:19 - "Playbooks": a minimalist coffee table staple 00:07:47 - Exploring AI’s potential in customer success 00:08:33 - Mapping CS evolution through business stages 00:10:19 - Wrapping up: optimism and untapped potential📺 Lifetime Value: Your Destination for

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15:53

The many flavors of customer success | Stephen Wise

The Daily Standup ·

2024/11/26

Episode 148: Stephen Wise returns to further elaborate on how he thinks about CS personas.⏱️ Timestamps: 00:00:00 - Intro00:02:12 - Key questions to shape your CS strategy 00:03:12 - Understanding product responsibilities post-sale 00:05:04 - Aligning CS vision with product teams 00:07:25 - Relationship vs. project management in CS 00:10:08 - Sticky tech products vs. commoditized tools 00:11:17 - Balancing CS personas for adoption and beyond 00:12:15 - CS engineering: solving post-sale

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14:14

FROM THE HOTLINE: Data, not drama

The Daily Standup ·

2024/11/26

It's inevitable that you'll feel overwhelmed in your job.Kristi and Stino give advice on how to discuss it with your manager.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:01:48 - Overwhelmed in the workplace00:02:46 - Emotional vs. data-driven conversations00:06:26 - Turning stress into actionable insights00:09:25 - Crafting business-focused recommendations00:11:43 - Handling emotions during tough discussions00:12:06 - Unique stress

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15:32

Adjacent learning | Chris Tazewell

The Daily Standup ·

2024/11/25

Episode 147: Recovering salesperson Chris Tazewell shares how he made the leap to customer success.⏱️ Timestamps:00:00:00 - Samuel L. Jackson00:02:10 - Breaking into customer success 00:03:13 - The bridge between sales and CS 00:05:43 - First impressions of customer success 00:06:37 - The art of adjacent learning 00:09:09 - Bold moves and negotiating tactics 00:09:49 - The purple lightsaber mindset 00:12:45 - The Venn diagram of career growth📺 Lifetime Value: Your Destination for GTM

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15:19

Compensation conundrum | Ep. 146

The Daily Standup ·

2024/11/22

Episode 146: The guys debate the proper customer success compensation structure.⏱️ Timestamps:00:00:00 - Intro00:01:04 - Talking turkey: variable comp ideas 00:03:11 - The pitfalls of broad comp goals 00:04:01 - JP’s take on perfect variable comp 00:06:49 - Incentives, quotas, and commissions 00:10:03 - Keep comp plans simple and clear 00:11:38 - The reality of ambiguous comp plans 00:12:44 - Driving behavior with transparency 00:13:12 - Wrapping up📺 Lifetime Value: Your Destination for GTM

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13:00

Capacity & margins | Jeff Kushmerek

The Daily Standup ·

2024/11/21

Episode 145: Jeff Kushmerek crunched the numbers and has some insights to share.⏱️ Timestamps:00:00:00 - Intro00:01:06 - CSM coverage: A burning question for leaders 00:02:44 - How much time should CSMs spend with clients? 00:05:33 - Customizing customer success strategies 00:07:15 - The real boardroom concern: Margins 00:08:47 - Balancing CSM workload in a startup 00:09:43 - Warning signs: Churn, burnout, and scaling 00:10:45 - Data is power: Winning with numbers📺 Lifetime Value: Your

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12:00

New frontiers | Michaela Carpenter | Ep. 144

The Daily Standup ·

2024/11/20

Episode 144: Michaela Carpenter gives a history lesson.⏱️ Timestamps:00:00:00 - Intro00:00:42 - Michaela’s background: Cybersecurity to OPLAN 00:01:09 - Why Slovakia lags in customer success 00:01:37 - The post-communism syndrome impact 00:03:08 - How Slovakia’s customer mindset is shifting 00:04:24 - Cultural nuances in customer success 00:07:50 - Facing competition: A new era for Slovakia 00:09:09 - NPS: How Slovakian companies measure happiness 00:09:20 - Global perspectives on customer

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16:09

Grab the reins | Brittany Casey

The Daily Standup ·

2024/11/19

Episode 143: Brittany Casey gives the guys a pep talk.⏱️ Timestamps:00:00:00 - Intro00:02:16 - Transitioning to growth and marketing 00:03:08 - Halloween decor and family life 00:04:10 - The customer success dilemma 00:06:14 - Juggling revenue and customer care 00:07:18 - Brittany's career shift to customer engagement 00:09:52 - Rob’s curiosity: from pet project to passion 00:12:04 - Career paths in customer success 00:13:55 - Bye bye📺 Lifetime Value: Your Destination for GTM contentWebsite:

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15:00

Protecting customers from themselves | Dan Schmith

The Daily Standup ·

2024/11/18

Episode 142: Dan Schmith suggests a slightly different approach to customer onboarding.⏱️ Timestamps:00:00:00 - Intro00:01:32 - The importance of getting customer onboarding right 00:02:14 - Focusing on first impressions and success outcomes 00:03:58 - The art of slowing customers down 00:06:46 - Quantifying success from day one 00:08:09 - Time to value vs. time to launch debate 00:10:08 - Celebrating wins: does excitement matter? 00:11:50 - Final thoughts on customer relationship building📺

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18:07

Three easy payments | Ep. 141

The Daily Standup ·

2024/11/15

Episode 141: Someone figured it all out.⏱️ Timestamps:00:00:00 - Intro00:01:40 - The gamification of everyday life 00:02:24 - Reddit's CSM MVP debate 00:03:44 - Is "earning respect" the right approach? 00:05:21 - Challenging CSM misconceptions 00:06:51 - Winning over product teams 00:10:05 - Product adoption: A deeper role for CSMs 00:11:28 - Product knowledge: How much is enough? 00:13:55 - Balancing CSM duties and expertise 00:15:46 - Avoiding burnout by doing it all📺 Lifetime Value: Your

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16:26

Complexity ≠ value | Jenny Calvert

The Daily Standup ·

2024/11/14

Episode 140: Jenny Calvert wants you to earn the right to scale.⏱️ Timestamps:00:00:00 – Humans vs automation from day one 00:00:33 – Introducing the hosts and the guests 00:01:45 – The overcomplication of customer success 00:02:22 – Early stage startups and digital touch pitfalls 00:03:40 – The importance of unscalable work 00:06:09 – The trap of wizard of Ozism 00:07:00 – Simplifying customer success, back to fundamentals 00:08:02 – Redirecting misguided digital-first approaches 00:10:14 –

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14:25

Customer everything | Dana Soza

The Daily Standup ·

2024/11/13

Episode 139: How can you stay ahead of CS globalization? Dana Soza has some ideas.⏱️ Timestamps:00:00:00 - Challenges in customer success today 00:00:27 - Introduction to the daily standup 00:01:02 - Dana’s impressive background in SaaS 00:02:01 - The shift in customer success careers 00:03:54 - Benefits of becoming a 1099 contractor 00:06:05 - Flexibility and control as a consultant 00:07:01 - Specialize to stand out in the job market 00:08:06 - Matching your skills to the right company

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14:32

Pull yourself together | Irwin Hipsman

The Daily Standup ·

2024/11/12

Episode 138: Most companies are squandering a golden opportunity.⏱️ Timestamps:00:00:00 - Everyone wants success, no one wants data work 00:00:23 - Introducing Irwin00:01:27 - Why customer contact databases fall short 00:03:58 - Data responsibility: Who should own it? 00:04:47 - Clean data unlocks limitless potential 00:06:30 - The value of a full customer contact database 00:08:08 - Automation and AI: Duh, isn’t data obvious? 00:09:00 - Getting CSMs to care about clean data 00:10:33 - The

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21:35

FROM THE HOTLINE: Negotiation via preparation

The Daily Standup ·

2024/11/12

Renewal negotiations have the potential to get out of hand.Kristi and Stino give their best tips for preventing things going sideways.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:02:33 - Setting up multi-year contracts for enterprises00:05:30 - Budget planning timing and negotiation00:08:45 - Streamlining renewals: lessons from big firms00:12:17 - Common pitfalls in enterprise renewals00:15:06 - Role of value and pricing in

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11:04

Health is just a number | Diane Gordon

The Daily Standup ·

2024/11/11

Episode 137: Diane Gordon's been doing this for over three decades, and the margin for error is still too damn high.⏱️ Timestamps:00:00:00 - Intro00:00:54 - A customer experience nerd 00:01:31 - Struggling with retention forecasting 00:02:50 - Trust no health score 00:03:10 - Health scores: More of a guessing game? 00:04:36 - Keep sentiment and health scores separate 00:05:56 - Can AI solve the accuracy gap? 00:06:23 - The risk of equating happiness with renewal 00:09:00 - Blind spots in

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