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PODCAST

Customer Success Talks

Real Challenges, Experts Advice

Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you"re transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part

business management

All Episodes

00:12:57

CSM Quick Lesson: Boost Customer Onboarding...

Customer Success Talks ·

2025/10/22

In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every time we meet, we should be delivering value. Customer success hinges on clear communication and valuing client time, not just product delivery.You can find the full conversation below:YouTube - https://youtu.be/vul6RsDzH78Spotify - https://open.spotify.com/episode/2KhCUm5JGSL0cFSWfVYwPU?si=a610ea064f064dc7Linkedin:Dona Weber -

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00:40:35

Thriving as a New Customer Success Manager in a...

Customer Success Talks ·

2025/10/15

Starting a new role as a Customer Success Manager in a startup can feel exciting and overwhelming. In this episode, Priscilla Fletcher, Customer Success leader, coach, and founder of Latinos in Customer Success, breaks down how to navigate your first 90 days as a new CSM.She also discusses the importance of prioritization, mentorship, and building influence maps to thrive in fast-paced startup environments.Whether you’re transitioning into Customer Success or starting fresh at a new company, this

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00:12:26

CSM Quick Lesson: Upselling Tactics with Jan Young

Customer Success Talks ·

2025/10/08

In today's CSM Quick Lesson with Jan Young, we explore the ideal timing, the right person, and the perfect product for expansion. Don't erode trust by selling too aggressively!In other words, nurture relationships pre-sale but focus on needs post-sale. You can find the full conversation below:YouTube - https://youtu.be/63GecVQZ1qESpotify - https://open.spotify.com/episode/0WE3pzr5cdWmYfyhboPdzX?si=b50c779f91434f1fLinkedin:Jan Young - https://www.linkedin.com/in/jan-young-cx/Bayron Toruno -

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00:48:05

Why Do NPS Surveys Make or Break Your Job? with...

Customer Success Talks ·

2025/10/01

In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program.You’ll learn:- When and how to send surveys for maximum response and impact- Why feedback is only valuable if you act on it

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00:43:03

Customer Experience vs Customer Success: How to...

Customer Success Talks ·

2025/09/17

What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys?🔗Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a FREE pair of AirPods Pro!👉 https://vital.io/cstalksIn this episode, we’re joined by Vaishali Dilani – CX strategist, award-winning mentor, speaker, and co-author of CX5. With over 9 years of experience

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00:48:42

The Invisible Game of Negotiation: How Psychology...

Customer Success Talks ·

2025/09/03

In this episode, we dive deep into the psychology of deal-making with neuroscientist and pricing expert Kai-Markus Mueller, co-author of The Invisible Game.What if the key to winning more deals wasn't what you said, but how you framed it?Join us as we explore how consumer psychology, neuroscience, and choice architecture shape negotiations, whether you're closing a new customer, renewing a contract, or negotiating your salary.Sponsored by Vitally: Book a demo and receive free AirPods Pro! →

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00:44:01

(Remastered) Unlocking the Power of Voice of the...

Customer Success Talks ·

2025/09/01

We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER. With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success. Andrew and Nav, emphasize the need for organizations to listen to their customers and gather feedback through various channels. A solid VoC program can put a company ahead of its competition and lead

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00:55:19

Entrepreneurial Mindset in Customer Success with...

Customer Success Talks ·

2025/08/20

We welcome back Marija Skobe-Pilley, Customer Success leader, founder of Women in Customer Success, and creator of the Revenue CSM course. 🎯We dive deep into what it really means to think like a business owner as a Customer Success Manager. From understanding your numbers to breaking the myth that CSMs shouldn't sell, Marija shares tactical ways to build confidence, have commercial conversations, and identify upsell opportunities, without sounding “salesy.”🎁 Sponsored by Vitally: Book a demo and

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00:38:35

Think Like a Revenue Manager: Boosting CS with Data &...

Customer Success Talks ·

2025/08/06

What happens when a Customer Success Manager starts thinking like a Revenue Manager?In this powerful I had a great conversation with Diego Fernandez Perez De Ponga, CEO of Port Hotels, author of The Art of Revenue, and one of the leading voices in hospitality revenue strategy, to explore how Customer Success teams can borrow high-impact tactics from Revenue Management to drive growth and strategic value.Sponsored by Vitally: Book a demo and receive free AirPods Pro! →

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00:39:11

The Future of AI in Customer Success: Lessons from...

Customer Success Talks ·

2025/07/23

AI is reshaping Customer Success—but are we using it the right way?In this episode, I sit down with Jamie Davidson, CEO and co-founder of Vitally, to dive deep into how AI is being thoughtfully integrated into customer success workflows. Jamie shares the origin story behind Vitally, why his team waited to invest in AI, and the critical balance between automation and human touch.Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/We explore:- Why not

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00:50:02

AI in Customer Success: What’s Working Right Now with...

Customer Success Talks ·

2025/07/09

This time, we dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success, and how it's reshaping our daily work, customer interactions, and future roles.Today’s guest is Kelly Turner, SVP of Global Customer Success at Vitally.io. Kelley brings a unique perspective on how to lead high-performing CS teams through change. From controller to frontline CSM to executive, her journey is proof that diverse experiences can fuel success in CS.Sponsored by Vitally:

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00:42:59

How to Discover What Success Really Means for Your...

Customer Success Talks ·

2025/06/25

In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by two seasoned experts:Tamara Kempf, a regional Director of EMEA Customer Success, who brings over 15 years of experience.Ayman Azmy, with 20+ years in service, marketing, pre-sales, and CS operations.Together, they share hard-earned lessons and practical strategies.Key Takeaways:- Success isn’t about feature delivery, it's about delivering outcomes that

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01:10:05

The Power of Desired Outcomes in Customer Success...

Customer Success Talks ·

2025/06/11

Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The secret to joint accountability: ensuring customers take responsibility for their success while you provide

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00:42:21

Unlocking Customer Decisions: Behavioral Economics...

Customer Success Talks ·

2025/05/28

Join us on this episode where we dive into the fascinating world of behavioral economics with expert Melina Palmer, an applied behavioral economist, author, and host of The Brainy Business podcast. Melina shares her expertise on how our brains make decisions and how customer success managers can leverage these insights to communicate more effectively and influence customer behavior.In this episode, Melina breaks down the science of decision-making, explaining how the subconscious (System 1) and

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00:50:21

Ask Better, Sell Smarter: SPICED Framework with...

Customer Success Talks ·

2025/05/14

In this episode, we dive deep into the art of asking the right questions with special guest Andrea Rijna, trainer, coach, podcast host, and founder of The Power Lab.Andrea shares why listening is one of the most powerful skills in building customer relationships and how great questions unlock not just upsell opportunities but genuine impact for your customers. She introduces the SPICED Framework (Situation, Pain, Impact, Critical Event, Decision) — a simple, customer-centric method to structure

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00:45:15

Cultural Awareness: Building Stronger Relationships...

Customer Success Talks ·

2025/04/30

In this episode of Customer Success Talks, Laura Keitlinger, a seasoned customer success leader, to dive into the importance of cultural awareness in today’s globalized workplace. From navigating small talk to understanding hierarchies and giving feedback across cultures, Lara shares her journey of living and working in the US, UK, Singapore, and Portugal. Learn practical tips for building rapport with customers and colleagues from diverse backgrounds, avoiding cultural missteps, and fostering

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00:39:04

Getting the Most from CS Communities with Marija...

Customer Success Talks ·

2025/04/16

In this second episode of our Customer Success Community Special, we shift the focus from building communities to how to truly engage and get value from them. Whether you're looking to network, learn, or contribute, this episode is packed with actionable insights from three inspiring community leaders.🌟 Our Guests:Marija Skobe-Pilley (Founder of Women in Customer Success) – on fostering mentorship and micro-communities for women in CS. Linkedin: https://www.linkedin.com/in/mspilley/Ejieme

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00:45:27

The Truth About Building Customer Success Communities...

Customer Success Talks ·

2025/04/09

Welcome to the first episode of our two-part series on Customer Success Communities! In this episode, we dive deep into what it really takes to build a thriving CS community from inspiration to challenges, and everything in between.Our Guests:Paru Bhandari (Founder of South Asian Success) Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/Mohammed Alqaq (Founder of Customer Success Middle East) Linkedin: https://www.linkedin.com/in/mohammedalqaq/Jan Young (Founder of CX Exchange) Linkedin:

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00:35:31

The Value Equation: Research, Examples, & Questions...

Customer Success Talks ·

2025/03/26

What does value really mean in customer success, and how can you ensure your customers truly experience it? In this episode, Shruti Sharma with 20 years of experience in Customer success, a CS leader and founder of Consult with Shruti joins us to unpack how CSMs can discover, deliver, and demonstrate value at every stage of the customer journey.Shruti shares her strategies for effective discovery, building impactful success plans, and why asking the right questions is the secret to long-term

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00:47:26

The Startup Challenge: How to Optimize Onboarding...

Customer Success Talks ·

2025/03/12

Startups face unique challenges like limited resources, evolving processes, and the constant need to scale. But how can they build an effective customer onboarding strategy without burning out their teams? Our guest, Taskeen Iqbal, a researcher with a PhD in Customer Success and onboarding, shares insights from her academic studies and interviews with over 50 industry professionals. to uncover insights from her academic work and industry interviews.We explore:- The key struggles startups face in

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