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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

14:07

Focus & intentionality | Will Stevenson

The Daily Standup ·

2025/04/16

Episode 224: Everything wants your attention. Onboard.io cofounder Will Stevenson encourages you to maintain your focus.⏱️ Timestamps:00:00:00 - Intro00:02:19 - The power of focus in a noisy world00:03:15 - Dodging trends and staying on course00:04:43 - AI hype vs. real product value00:05:30 - Finding your purpose on LinkedIn00:08:05 - Let CSMs do what matters most00:10:55 - Posting, ghosting, and the reality of LinkedIn📺 Lifetime Value: Your Destination for GTM contentWebsite:

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15:30

Irreplaceable | Archan Somasegar

The Daily Standup ·

2025/04/15

Episode 223: Archana Somasegar believes in a future where CS is fundamentally human.⏱️ Timestamps:00:00:00 - Intro00:01:55 - The AI debate in customer success 00:02:48 - Demystifying how MindMe works 00:04:22 - The inspiration behind the mission 00:06:28 - Seamless integration and user experience 00:07:26 - Market trends and AI engagement boom 00:09:40 - Clarifying AI’s role in CS outcomes 00:11:37 - Empowering humans, not replacing them📺 Lifetime Value: Your Destination for GTM

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13:42

Breaking tradition | Emre Tekoglu

The Daily Standup ·

2025/04/14

Episode 222: Emre Tekoglu sees opportunity in every support interaction.⏱️ Timestamps:00:00:00 - Intro00:01:23 - Why support holds the retention key 00:02:31 - Beyond solving: Decoding support signals 00:04:29 - Collaboration over competition post-sales 00:05:36 - Escaping the ticket trap 00:08:44 - Support’s role in renewal strategies 00:09:59 - A mindset shift in customer care 00:10:59 - Until next time📺 Lifetime Value: Your Destination for GTM contentWebsite:

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17:05

Unlocking community | Zach Hawtof

The Daily Standup ·

2025/04/11

Episode 221: Zach Hawtof is here to say: "AI may take our jobs, but it will never take our communities!"⏱️ Timestamps:00:00:00 - Intro00:03:28 - Building digital communities for the future 00:04:51 - AI’s role in community and personalization 00:06:39 - IRL events vs digital platforms 00:08:14 - The power of niche and global connection 00:09:30 - Customers helping customers: a hidden gem 00:10:45 - Community champions as the original AI 00:12:17 - Escaping the grind with real interaction

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13:38

What doesn't customer marketing do? | Melissa Beck

The Daily Standup ·

2025/04/10

Episode 220: The sun never sets on customer marketing. Melissa Beck joins Dillon live at the Customer Success Collective's Summit in New York City to describe her experience.⏱️ Timestamps:00:00:00 - Intro00:01:50 - The evolution of customer marketing00:02:49 - Creating experience beyond the product00:03:31 - What customer marketing is not00:04:12 - Crossing paths with every department00:06:47 - Scaling champions through experience00:07:57 - Inside customer advocacy programs00:10:01 - The remote era

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13:49

Searching for signal | Ray Otero

The Daily Standup ·

2025/04/09

Episode 219: Ray Otero tells us what it's like managing customer experience at Microsoft.⏱️ Timestamps:00:00:00 - Intro00:01:36 - Embracing a growth mindset 00:01:48 - Rethinking customer experience 00:02:57 - CoPilot’s rise and cultural moment 00:03:50 - AI as an internal power tool 00:05:32 - Global CX with a product-agnostic view 00:07:24 - Turning insights into action 00:08:28 - Boosting response rates📺 Lifetime Value: Your Destination for GTM contentWebsite:

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10:53

Revenue at a discount | Donnovan Simon

The Daily Standup ·

2025/04/08

Episode 218: Donnovan Simon stops Dillon in his tracks with one simple saying.⏱️ Timestamps:00:00:00 - Intro00:02:03 - Customer success in tough times 00:02:57 - The global pressure on CS teams 00:03:23 - CS’s role in driving company stability 00:04:19 - CS metrics under executive scrutiny 00:05:10 - Legacy views vs. revenue accountability 00:05:56 - Why leadership must understand CS value 00:06:32 - Evolution toward revenue ownership 00:07:14 - Retention cost vs. acquisition cost 00:08:06 -

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33:28

FROM WFU: When the customer takes control

The Daily Standup ·

2025/04/08

Have you ever let the client tell you they're a special little flower? That your standard processes simply canNOT apply to them?...no?Well, then you haven't quite fucked up like we have.In this episode we welcome Mick Weijers, Founder of Customer Success Snack, to chat how to overcome a know-it-all customer:00:00:00 - Intro00:03:30 - When the customer takes the wheel00:05:59 - Even senior leaders fall for it00:07:49 - Holding your ground in tough calls00:09:06 - The client who knew better (but

en

18:44

Follow the data | Laure Maisonrouge

The Daily Standup ·

2025/04/07

Episode 217: Need Laure Maisonrouge say more?⏱️ Timestamps:00:00:00 - Intro00:01:34 - Data as your customer success compass 00:02:17 - Why your onboarding might be failing 00:04:20 - Blending instinct with analytics 00:05:03 - Fast-tracking feature activation 00:06:28 - Guiding customers through integration 00:07:44 - Building a scalable success framework 00:10:29 - Modular onboarding, powered by data 00:13:01 - Adapting teams through product evolution📺 Lifetime Value: Your Destination for

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15:57

The brand curiosity theory | Chirag Nijjer

The Daily Standup ·

2025/04/04

Episode 216: Chirag Nijjer has been studying the evolution of marketing.⏱️ Timestamps:00:00:00 - Intro00:01:50 - From Google to global brand speaker 00:02:37 - Rethinking customer journeys with AI 00:04:23 - The brand curiosity theory in action 00:05:42 - Why AI isn't always the smartest fix 00:07:07 - When deleting your homepage works 00:08:01 - Start with the end goal, not the tech 00:09:56 - Breaking paralysis with baby steps 00:10:17 - Startup lessons and chasing impact 00:11:36 -

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15:49

Finding peace in the process | Carly Agar

The Daily Standup ·

2025/04/03

Episode 215: Carly Agar shares advice for the #1 question she's been getting lately.⏱️ Timestamps:00:00:00 - Intro00:02:31 - Promotions, layoffs & CS overthinking 00:03:27 - Turning weekly challenges into playbooks 00:04:50 - SDR vs. CSM: Easier to innovate? 00:05:56 - Career hygiene in uncertain times 00:08:40 - Don’t fear your resume or networking 00:09:21 - The messy truth behind promotions 00:12:53 - Play the long game📺 Lifetime Value: Your Destination for GTM contentWebsite:

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17:30

Don't be a data horse | Hannah Brotherton

The Daily Standup ·

2025/04/02

Episode 214: Hannah Brotherton can tell immediately whether you invest in your customer success team.⏱️ Timestamps:00:00:00 - Wu-Tang Financial00:01:46 - Why early ops matter for CS growth00:02:17 - Scaling struggles without operations00:03:52 - Operations as a success environment00:05:03 - Rise of the data horse00:07:20 - CSOps remains in the shadows00:08:04 - Should leaders wear all the hats?00:10:17 - When CS gets too technical00:12:23 - Bye bye📺 Lifetime Value: Your Destination for GTM

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15:43

Self determination theory | Ian Storm

The Daily Standup ·

2025/04/01

Episode 213: Ian Storm takes the guys back to school.⏱️ Timestamps:00:00:00 - Intro00:01:46 - Ian’s vague but impactful job00:02:50 - What drives great customer success?00:03:51 - Autonomy: customers in the driver’s seat00:04:44 - Empowering employees with autonomy00:06:28 - Building competence through wins00:08:22 - Relatedness: creating real community00:10:04 - Real-world application of the theory00:12:15 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite:

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14:35

Here come the AI straw men | Ryan Schultz

The Daily Standup ·

2025/03/31

Episode 212: Ryan Schultz, founder and CEO of DIVACS, has a burning question.⏱️ Timestamps:00:00:00 - Intro00:00:57 - Ryan’s journey to launching DIVACS00:02:03 - AI in CS: hype or helpful?00:03:21 - What are we really calling AI today?00:06:01 - Why Ryan avoids the AI label00:08:10 - The bubble nobody’s talking about00:08:40 - Thanksgiving dinner and AI dreams00:10:03 - Rise of the robo-overlords?00:10:38 - A 7-year-old and AI's moral dilemma00:11:56 - Robots, reality, and what’s next📺 Lifetime

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13:23

We talkin' bout software? | Ep. 211

The Daily Standup ·

2025/03/28

Episode 211: Rob & Dillon discuss culture, exercise, and mental health.⏱️ Timestamps:00:00:00 - Intro00:01:45 - The rise of “Meltdown Rob” 00:02:07 - Taking work too seriously 00:04:19 - Playing the game of life and work 00:05:09 - Walking the line between open and guarded 00:06:33 - Navigating emotional extremes at work 00:08:01 - Culture, vulnerability, and multitudes 00:08:32 - A company that truly “gets” mental health 00:10:14 - Rob and Dillon’s top self-care habits📺 Lifetime Value:

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16:11

The building blocks | Mohammed Alqaq

The Daily Standup ·

2025/03/27

Episode 210: Mohammed Alqaq returns to the show to help us make sense of your building blocks.⏱️ Timestamps:00:00:00 - Intro00:02:03 - The Lego analogy for data mastery 00:05:58 - Why data is non-negotiable in 2025 00:06:37 - The human touch in data analysis 00:08:30 - Building a smarter data model 00:09:52 - Overcoming data roadblocks 00:11:02 - Creating a culture of data excellence 00:12:30 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite:

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15:46

Customize your talent acquisition | Seth Dovev

The Daily Standup ·

2025/03/26

Episode 209: Seth Dovev explains his approach to building his talent bench specific to his company's needs.⏱️ Timestamps:00:00:00 - Unlocking customer success potential 00:00:29 - Meet the crew of the Daily Standup 00:01:03 - Seth Dovev’s journey in CS and SaaS 00:01:49 - Hiring CSMs for product alignment 00:02:43 - The challenge of hiring technical CSMs 00:04:54 - The five personas of customer success 00:05:58 - Finding the right career fit in CS 00:08:13 - Identifying the next great CSM

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15:09

Babies in the boardroom | Kel Kurekgi

The Daily Standup ·

2025/03/25

Episode 208: "It is not up to other people to offer you a seat to have your voice heard." - Kel Kurekgi⏱️ Timestamps:00:00:00 - Intro00:02:14 - The glowing office mystery solved 00:03:05 - Victim mentality in customer success 00:05:56 - Owning your outcomes, not making excuses 00:07:14 - Fighting for budget like everyone else 00:09:01 - The echo chamber of complaints 00:11:30 - Accountability starts with you📺 Lifetime Value: Your Destination for GTM contentWebsite:

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14:07

The influence threshold | Sae Ro

The Daily Standup ·

2025/03/24

Episode 207: Sae Ro has an easy rule of thumb for measuring influence within the customer org.⏱️ Timestamps:00:00:00 - Intro00:01:38 - Who holds the power in decision-making? 00:03:11 - Learning the hard way about executive influence 00:06:03 - The hidden value of below-the-line insights 00:07:13 - ATL shoutouts and empathy for BTLs 00:09:10 - Practical steps to map customer influence 00:10:45 - From CS strategy to military metaphors 00:11:31 - Closing thoughts📺 Lifetime Value: Your

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14:09

Happiness is an inside job | Ep. 206

The Daily Standup ·

2025/03/21

Episode 206: JP shares how he brings Buddhist principles to work each day.⏱️ Timestamps:00:00:00 - Intro00:01:15 - Buddhism at work? Oh yeah! 00:02:29 - Your job can't make you happy 00:04:10 - Fulfillment vs. happiness at work 00:04:58 - Navigating human interactions with grace 00:08:05 - It’s not about you, it’s about them 00:08:46 - Embracing feedback for growth 00:11:09 - Processing before reacting 00:11:50 - When Buddhism meets the real world📺 Lifetime Value: Your Destination for GTM

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