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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

00:47:49

We Don't Have to be Buddies - The Week That Was w/...

The Daily Standup ·

2023/05/15

Brian Hall is the founder of Carema Consulting and has been doing Customer Success since before it had a name. Brian joins the podcast to explain why seasoned CS leadership is key, why he believes CS is at the center of the universe, and where the profession is headed next. Who is Brian Hall?LinkedInCarema Consulting Links:CS Player(s) of the Week:Joel PassenReferrals & Recommendations:Myers BriggsPredictive IndexCulture IndexHeadspace About this podcast:If you like what you've heard, please rate

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00:42:52

Renewals the Right Way - The Week That Was w/ Bhavika...

The Daily Standup ·

2023/05/08

Bhavika Kochhar is the founder CS Ladies, is a regular in the CS meetup scene, and an all-around ray of sunshine on a cloudy day. Bhavika joins the show to chat customer renewals, how she views the renewal conversation, and Dillon convinces her to abandon her positive attitude and commiserate with him for another session of BS in CS. Who is Bhavika Kochhar?LinkedIn Links:CS Player(s) of the Week:Jay NathanReferrals & Recommendations:The Chief Customer Officer Playbook by Rod Cherkas About this

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00:47:37

All Things ChatGPT - The Week That Was w/ Mickey Powell

The Daily Standup ·

2023/05/01

Mickey Powell is a co-founder and the head of Go To Market for UpdateAI. Mickey is a dedicated student of the generative AI movement, and he joins the pod to help us run the bases, including how AI tools have helped him be more productive, where to be cautious with AI’s usage, and a short historical primer on the Spanish Flu - who knew! Who is Mickey Powell?LinkedInUpdateAI Links:CS Player(s) of the Week:Daphne Costa LopesBrandon CestroneJon JohnsonReferrals & Recommendations:Therapy About this

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00:52:43

The Next Evolution of Customer Success - The Week...

The Daily Standup ·

2023/04/24

Larry Raines is the founder and principal consultant for his brand new consultancy, Customer Success v3. Larry joins LTV to share his theories on Customer Success - where it is today and where it’s headed tomorrow. He and Dillon also touch on why a CSM plugged into the current events of their industry will always perform better and why Larry doesn’t think AI will steal all of our jobs (yay!). Who is Larry Raines?LinkedInCustomer Success v3 Links:Hakan Ozturk’s tweet on staying up to dateCS Player(s)

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00:46:24

Keepin' it Funky, Keepin' it a Buck - The Week That...

The Daily Standup ·

2023/04/17

Jay Goy is the Head of Customer Success at Voltaiq. He joins Lifetime Value this week to share his unique path from military service to DEA Agent to Customer Success leader, how he handles the Customer Support function with a highly technical product, and Jay brings the heat with his take on BS in CS. Who is Jay Goy?Jay is a former federal agent and enjoys his privacy. Reach out to Dillon to get in touch with Jay. Links:CS Player(s) of the Week:Jason LemkinReferrals & Recommendations:IkigaiGetting

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00:51:38

What It Takes to Be a Good-Better-Best CSM - The Week...

The Daily Standup ·

2023/04/10

Rob Zambito is the founder of Customer Success consultancy Success Scaled. He joins the show to debate whether Customer Success can follow a formula, what separates good from better from best when it comes to being a CSM, and why making a customer problem sound worse than it really is may help you in the long run. Who is Rob Zambito?LinkedInSuccess Scaledhello@robzambito.com Links:Ziv Peled on why he loves the role of CSMMax Bevilacqua & Mindful NegotiatingCS Player(s) of the Week:Ryan

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00:52:42

Stop! Collaborate and Listen - The Week That Was w/...

The Daily Standup ·

2023/04/03

Brittany Casey, Lead Customer Success Manager at Docusign, joins the show to discuss the criticality of partnering closely with your Sales org (and, really, every org at your company) and the danger of getting caught just going through the motions. Who is Brittany Casey?LinkedInTikTok Links:Kevin Chiu’s post on why Sales is paid more than CSCS Player(s) of the Week:Marija Skobe-PilleyDaniel GarciaDanny LuuReferrals & Recommendations:The Challenger Sale by Matthew Dixon and Brent AdamsonCustomer

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00:54:52

Diversifying Champions & Scaling without Technology -...

The Daily Standup ·

2023/03/27

Jeff Breunsbach is Director of Brand at Higher Logic, co-founder of the Gain Grow Retain community and co-host of the Gain Grow Retain podcast. Jeff stops by to discuss what scaled CS means (and doesn’t mean), sacrificing a meeting or action item in order to provide your customer some much-needed grace, and (I don’t know how we keep doing this) Jeff gives his take on yet another overused three-letter CS acronym. To top it off, we let Jeff tell us which customer from his past he would have liked to

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00:49:37

Sales Skills & Bank Tanks - The Week That Was w/...

The Daily Standup ·

2023/03/20

Carly Agar - you know her, you love her - is a CS practitioner-turned-career coach primarily focused on helping folks new to the tech scene or just Customer Success break into the field. She joins the show to cover Silicon Valley and other bank’s struggles, how you can translate your past experiences if you don’t have a past in sales, and she takes down another beloved 3-letter phrase. Amidst it all, Dillon somehow manages to make a George Santos reference. Who is Carly Agar?LinkedInCarly Agar

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00:39:43

Showing Up with that Good Good Energy - The Week That...

The Daily Standup ·

2023/03/13

Bern Risley is a Customer Success vet through and through, having worked for outfits big and small. Now she’s heading her own firm where she focuses on coaching up CS professionals on how to show up. Bern joins LTV to break it all down, including what she thinks CS leaders can be doing better and her interpretation of a common Customer Success trope. Who is Bern Risley?LinkedInbern@myberningwords.com Links:CS Player of the Week:Kristi FaltorussoReferrals & Recommendations:Uncovering the Life of Your

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01:04:34

Playing In The Big Leagues & What It Means To Be A...

The Daily Standup ·

2023/03/06

Jon Johnson, Principal Customer Success Manager for Key Accounts at UserTesting, crashes the show to discuss how he manages the “biggest of the big” customers, including scheduling meetings (or not), sharing new features, and setting strategic goals. He and Dillon also chat about burnout and how to deal with it, doing better with the time we have, and they top it all off by tearing down one of the key phrases in Customer Success. Who is Jon Johnson?LinkedInUserTestingSpotify Links:Apple TV’s

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00:38:34

Horror Stories & Education - Off the Clock w/ Olivier...

The Daily Standup ·

2023/03/03

Olivier Fiaty-Amenouvor, Senior Customer Success Manager at Camunda and Founding Member of Success in Black, brings his infectious energy to Lifetime Value to discuss how it is he discovered the profession, where he thinks it’s headed, and even shares his worst customer horror story. Who is Olivier Fiaty-Amenouvor?LinkedInCamunda Links:Paul HendersonCS Player of the Week:Kristi Faltorusso (32:37)Kevin Chiu & Edward Chiu (32:47)Ejieme Eromosele (32:56)Referrals & Recommendations:Rick Adams &

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00:48:29

Customer Happiness Doesn't Matter and Your Business...

The Daily Standup ·

2023/02/27

Sara LaBlance is a Customer Success Manager obsessed with data. She and Dillon cover a number of scholarly and high-minded topics, like the merits of The Office and Curb Your Enthusiasm. Somewhere in between, they get to talking about NRR and its impact on valuation, the importance (or lack thereof) of customer happiness, value-based pricing, and shitty business reviews. Who is Sara LaBlance?LinkedInCoveo Links:Jan Young’s spicy post on Customer Happiness. (5:45)Shari Srebnick’s research into the

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00:57:12

The CSM's Job Search Guide - Off the Clock w/ Jeremy...

The Daily Standup ·

2023/02/24

Jeremy Donaldson - you know him, you love him - is on the job hunt. Listen in while he explains his thought process as he finds the best job for him with practical tacticals that you can use too. Who is Jeremy Donaldson?LinkedInCS in the Valley’s LinkedInLinks:Darren McKeeCS Player of the Week:CS InsiderFouad AdelReferrals & Recommendations:Customer Success Mindset by Jyo Shukla About this podcast:If you like what you've heard, please rate this podcast and subscribe to be notified of new

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00:49:00

Specialization and Twilio's Layoffs as a Larger...

The Daily Standup ·

2023/02/20

Bob London, CEO of Radically Authentic Discovery and the father of the UBR, sits down with Dillon and they chop it up about the value of CSM's who used to be users, as well as what Twilio's most recent layoff news might be trying to tell the CS profession. Who is Bob London?LinkedInStrategicCustomerConvos.com Links:Frank SlootmanLinkedInBook: Amp It UpCS Player(s) of the Week:Shari Srebnick, Jeff Kushmerek, Chris HickenReferrals & Recommendations:The SopranosCall someone you love and connect

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00:44:52

Revenue, Balloons, and Buoy Content - The Week That...

The Daily Standup ·

2023/02/13

Jean-Pierre “JP” Frost is a relative newcomer to the Customer Success world, but he has already proven his worth as a contributor to the community with gigs as co-host of CS Insider’s CS Speed Mixer as well as the brand new Rock, Paper, Success. In this episode, he and Dillon have some trouble staying on topic, but they eventually get around to chatting about the renewed focus on revenue, the discovery of an all new C-suite position, and why Dillon won’t have balloons at any upcoming birthday

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00:51:14

Leveraging Science to Excel in Customer Success - Off...

The Daily Standup ·

2023/02/10

Ed Powers, engineer by training and reformed salesman, joins the pod to discuss the science of how humans categorize experiences and make decisions, and how it is that Customer Success practitioners can use this knowledge to their advantage. Who is Ed Powers?LinkedInService Excellence Partners About this podcast:If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.This podcast is written, produced, and edited by Dillon Young. You can find him on

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00:46:28

The Week That Was: January 28-February 3 '23 w/...

The Daily Standup ·

2023/02/06

Markus Rentsch, the CS meme king, spends some time with us to wrap up the week that was, including why the QBR is so misused and misunderstood, the fate of ROI as a metric, and how CS has lost its way and can find it again. Who is Markus Rentsch?LinkedInRemark-ableLinkedInWebsiteSubstack Links:Markus’s article: “How to operationalize customer value in 2023”Rachel Provan on the prerequisites to asking CS to lead expansion effortsMorika Georgieva: “Is it time to do away with ROI?”Dave Jackson’s book:

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00:48:52

The Week That Was: January 21-27 '23 w/ Shari Srebnick

The Daily Standup ·

2023/01/30

Shari Srebnick brings over a decade of CS experience to the pod to wrap up the week that was, including why focusing on expansion begets retention, a discussion on customer profitability, as well as a much-needed mental health checkpoint. Who is Shari Srebnick?LinkedInForrester.com Links:Greg Daines’ post on why those who focus on retention…sort of suck at retention (14:10)Shari’s post breaking down the correlation between revenue, EBITDA, Product Market Fit (PMF/ICP), and how CS can influence it

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00:50:02

BONUS: Off the Clock w/ Ali Cudby

The Daily Standup ·

2023/01/27

Ali Cudby loves retention. So much so, she wrote a dang book on it. Ali joins LTV off the clock to chat about that love + a bunch of other CS things. Who is Ali Cudby?LinkedInAlignmint for GrowthCXologyInterested in CXology? Use coupon code “DILLON” at checkout to get a month free!Book - Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty Links:Gain Grow Retain: Make Customer Retention a No-Brainer (22:10)Markus Rentsch: Why customer success

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