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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

13:35

To boldly CSM | De'Edra Williams

The Daily Standup ·

2025/06/09

Episode 262: De'Edra Williams returns, even more fabulous than before.⏱️ Timestamps:00:00:00 - Intro00:02:04 - Introducing the fab five00:04:05 - Star Trek character analogies00:06:23 - Khan as churn00:07:27 - Implementing the strategy00:09:26 - Funding the Starship Enterprise00:11:51 - Vision for customer success00:12:42 - May the force be with you📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn:

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45:53

Flip the funnel | Boaz Maor

The Daily Standup ·

2025/06/06

Episode 261: Boaz Maor discusses his experience starting a brand new role.⏱️ Timestamps:00:00:00 - Intro00:01:14 - Why NPS matters more than you think 00:02:59 - The mission to fix healthcare 00:03:34 - Capitalism meets chaos in U.S. healthcare 00:10:15 - Making routine care truly affordable 00:16:09 - The three layers of customers 00:30:04 - Rethinking NPS for complex models 00:36:14 - Finding your fit in customer success 00:42:16 - Careers built on curiosity and connections📺 Lifetime

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13:02

Representation matters | Clare Knight

The Daily Standup ·

2025/06/05

Episode 260: Clare Knight says "All aboard the onboarding train!"⏱️ Timestamps:00:00:00 - Intro00:02:37 - Controversial suggestion: onboarding in sales 00:03:35 - Aligning incentives between sales and onboarding 00:04:29 - Crossing the promise-to-delivery chasm 00:06:32 - Fighting the trough of disillusionment 00:08:52 - Onboarding as the customer's cheerleader 00:09:11 - Risks and realities of early CS involvement 00:11:21 - Final thoughts on seamless transitions📺 Lifetime Value: Your

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13:39

Level of expertise | Kimberly Ayala

The Daily Standup ·

2025/06/04

Episode 259: Kimberly Ayala is polling the audience.⏱️ Timestamps:00:00:00 - Intro00:01:32 - The great product knowledge debate 00:02:19 - Finding your depth: JP’s product layers 00:05:13 - When business value outweighs product know-how 00:06:32 - Bridging the product knowledge gap 00:08:02 - The power of asking ‘why’ 00:10:31 - There's no one-size-fits-all answer 00:12:02 - Experimenting to find what works📺 Lifetime Value: Your Destination for GTM contentWebsite:

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12:18

One meelion | Majd Maksad

The Daily Standup ·

2025/06/03

Episode 258: Majd Maksad is working on something big.⏱️ Timestamps:00:00:00 - Intro00:01:35 - Rethinking customer communication 00:03:02 - Say goodbye to repeating yourself 00:04:43 - You're not Steve: The pain of support calls 00:05:09 - Envisioning autonomous customer success 00:07:03 - The high cost of ignoring AI 00:07:47 - Real-world AI use case: Bug-fixing bots 00:08:39 - Revenue generation over cost cutting 00:10:42 - Wrapping up and what's next in AI CS📺 Lifetime Value: Your

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28:35

FROM WFU: When burnout strikes

The Daily Standup ·

2025/06/03

Have you ever forgotten to care about yourself, and how you feel, and how your job MAKES you feel?...no?Well, then you haven't quite fucked up like we have.In this episode, we break down the topic everyone's talking about...burnout:00:00:00 - Leadership is the problem00:02:02 - Fresh perspectives at a new job00:04:28 - Recognizing hidden burnout00:05:40 - Global pressure and job insecurity00:08:19 - Health insurance and overachievement00:11:20 - Speed versus substance00:15:28 - Losing your voice at

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13:09

Confusion begets procrastination | Brian Hansen

The Daily Standup ·

2025/06/02

Episode 257: Brian Hansen is here to help motivate founders AND customers.⏱️ Timestamps:00:00:00 - Intro00:02:25 - Merging humanity with business strategy 00:03:13 - Why founders procrastinate post-sale 00:04:16 - From anxiety to action: Rob’s framework 00:06:11 - Communication: the key to retention 00:07:06 - Courage and growth in the unknown 00:09:10 - Logic versus fear: managing founder anxiety 00:10:23 - Founders don’t know what they don’t know📺 Lifetime Value: Your Destination for GTM

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10:23

Ambition | Ep. 256

The Daily Standup ·

2025/05/30

Episode 256: JP & Dillon uncover what ambition means in the modern career.⏱️ Timestamps:00:00:00 - Intro00:01:20 - Finding value in purposeful work 00:02:58 - Is ambition always a requirement? 00:04:32 - The hidden face of age bias 00:05:38 - Women, families, and ambition gaps 00:07:06 - When promotion isn't the prize 00:08:19 - The cost of hustle culture 00:09:32 - Final thoughts and future debates 00:09:38 - Credits and contact info📺 Lifetime Value: Your Destination for GTM

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13:39

A lifecycle by any other name | Lindsey Hulet

The Daily Standup ·

2025/05/29

Episode 255: Lindsey Hulet, a VP of Operations *and* People, sees the internal workings of a tech company from a unique perspective.⏱️ Timestamps:00:00:00 - Intro 00:02:23 - People success mirrors customer success 00:03:21 - Employee lifecycle as the new customer journey 00:05:07 - Analogies between CS and people ops 00:06:42 - The Builder Prime team size and impact 00:07:14 - Creating a benefits backlog 00:08:36 - The power of human-centric employee growth 00:10:49 - When startups should

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13:42

Fog of war | Justin Neal

The Daily Standup ·

2025/05/28

Episode 254: Justin Neal is navigating the rapidly evolving customer success practice.⏱️ Timestamps:00:00:00 - Intro00:02:34 - The arms race in CS begins 00:04:01 - Goodbye fluff, hello metrics 00:06:07 - Why customer success is shifting 00:08:04 - The enterprise mismatch dilemma 00:09:28 - Redefining ops: More than just tools 00:10:43 - Breaking down the ops framework 00:11:27 - Perception vs. pricing in CS hiring 00:12:18 - Final thoughts and future outlook📺 Lifetime Value: Your

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12:54

The trust experience | Megan Burns

The Daily Standup ·

2025/05/27

Episode 253: Megan Burns knows it all begins with trust.⏱️ Timestamps:00:00:00 - Intro00:01:47 - Trust takes center stage in B2B CX 00:03:02 - Beyond personal bonds: Organizational trust 00:04:02 - Trust issues with traditional CX metrics 00:04:51 - The silent driver across the customer journey 00:06:09 - The four pillars of customer trust 00:07:08 - The Ben Franklin effect in CX relationships 00:08:02 - Horizontal vs. vertical consistency challenges 00:09:35 - Why consistency scales better

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13:33

Test & optimize | Scott Shou

The Daily Standup ·

2025/05/26

Episode 252: Scott Shou workshops a challenge: teaching a customer dog new tricks.⏱️ Timestamps:00:00:00 - Intro00:01:18 - Scott’s journey into algorithmic marketing 00:02:02 - Marketers evolving into business builders 00:03:42 - Breaking bad testing habits 00:05:10 - Better testing through communication 00:06:31 - The auto insurance test case 00:08:36 - Measuring rigor over randomness 00:09:14 - How beer started a business bond 00:10:48 - Building better processes through data📺 Lifetime

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12:21

Pessimism & politics | Ep. 251

The Daily Standup ·

2025/05/23

Episode 251: What has become of the social contract around employment?⏱️ Timestamps:00:00:00 - Intro00:02:01 - Caught on tape: Private meeting fallout 00:03:38 - When performance isn’t enough 00:04:44 - The myth of avoiding politics 00:05:59 - Be a force multiplier, not a divider 00:06:59 - From messed with to messed up 00:08:29 - Promotions as silent punishment 00:09:07 - Feedback and the broken social contract📺 Lifetime Value: Your Destination for GTM contentWebsite:

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26:02

Productize yourself | Luke Bartram & James Lawson

The Daily Standup ·

2025/05/22

Episode 250: Luke Bartram and James Lawson share their best job search advice.⏱️ Timestamps:00:00:00 - Intro00:02:39 - What’s on Luke’s CS recruitment mind 00:03:38 - Positioning yourself in a crowded market 00:06:01 - The value of domain expertise 00:09:20 - Productizing your CS experience 00:11:40 - Unpacking market shifts in hiring 00:13:15 - Discovering and selling your value 00:17:17 - Aligning pain points across the board 00:21:07 - Be yourself00:23:23 - Transparency makes better hiring

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15:12

CS Xs and Os | Adil Dittmer

The Daily Standup ·

2025/05/21

Episode 249: Adil Dittmer brings a classic sports analogy to the show.⏱️ Timestamps:00:00:00 - Intro00:01:49 - Defending data without the D 00:02:21 - A mission to democratize data science 00:02:55 - Why CS can't define its own value 00:04:24 - Playing defense: What it means in CS 00:06:47 - Defense often beats offense in CS 00:07:18 - The missing metrics in CS strategies 00:09:21 - Start quantifying your CS plays 00:11:34 - Is CS the misunderstood teen of tech?📺 Lifetime Value: Your

en

13:51

Selling success | Kristina Klakegg

The Daily Standup ·

2025/05/20

Episode 248: Kristina Muñoz Ledo Klakegg shares her journey while building a monetized customer success offering.⏱️ Timestamps:00:00:00 - Intro00:01:36 - Shifting from email to SMS marketing 00:03:10 - Strategic service as a revenue stream 00:03:39 - CS stepping into the revenue spotlight 00:05:33 - Pushing vs. pulling in customer success 00:06:58 - Entrepreneurial CS in action 00:08:12 - From free to paid: drawing the line 00:09:04 - Will customers pay for this? 00:10:02 - Pricing CS: a

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15:07

Personalized engagement | Nehal Gupta

The Daily Standup ·

2025/05/19

Episode 247: Nehal Gupta envisions the future of customer marketing.⏱️ Timestamps:00:00:00 - AI sold me this hat00:00:47 - Meet the Daily Standup crew00:01:18 - From engineering to customer marketing00:02:10 - AI's transformation of marketing00:05:14 - The myth of the AI takeover00:06:29 - Striking the human-AI balance00:08:31 - Margin, sentiment, and smart tech tools00:09:02 - Case studies at the speed of AI00:11:23 - Hats off to hyper personalization00:12:25 - Rise of the door-to-door 2.0📺

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46:56

Back to the startup grind | Jon Johnson

The Daily Standup ·

2025/05/16

Episode 246: Jon Johnson is a few weeks into a new gig, and he's got thoughts.⏱️ Timestamps:00:00:00 - Intro00:04:41 - Early-stage startup: fresh baby diaper skin 00:06:13 - Solving fires through structure 00:11:13 - Building smart protections at speed 00:14:04 - Redefining real customer success 00:20:31 - The startup oath: repeatable revenue 00:23:21 - Can young CSMs think this strategically? 00:27:21 - Growth starts with curiosity 00:29:55 - From layoff to laptop in 30 days 00:40:05 -

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15:10

What CS can learn from marketing | Irwin Hipsman

The Daily Standup ·

2025/05/15

Episode 245: Irwin Hipsman returns and shares what he learned from a recent marketing conference.⏱️ Timestamps:00:00:00 - Intro00:01:54 - Insights from the NYC alliance conference00:02:20 - B2C’s surprising presence and takeaways00:03:45 - Group reference calls: game-changing move00:04:58 - The risks and rewards of open invites00:06:07 - Bridging the marketing-silo disconnect00:07:35 - Understanding customer vs product marketing00:09:33 - The hidden power of database cleaning00:11:52 - The scary

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15:01

In defense of entry level | Stephanie Tkach

The Daily Standup ·

2025/05/14

Episode 244: Stephanie Tkach wonders where all the entry level CS roles have gone.⏱️ Timestamps:00:00:00 - Intro00:01:03 - What Kind Work is doing differently 00:01:50 - The mystery of vanished entry-level roles 00:02:12 - Experience overload in "entry-level" hiring 00:04:15 - The hidden cost of hiring overqualified talent 00:06:40 - JP’s career path from retail to customer success 00:08:52 - Tech dreams from an unlikely hometown 00:11:50 - Smarter recruiting through partnerships 00:13:21 -

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