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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

00:50:17

How to scale Customer Success: Strategies for Growth

Customer Success Talks ·

2025/11/26

In this episode, we had the pleasure to learn from Denny Burda, who explored what it really takes to scale Customer Success effectively. From driving revenue growth to enhancing customer engagement, he unpacks the strategies, tools, and mindsets that help CSMs build scalable, high-performing programs.Denny shares practical insights on leveraging data, experimentation, and collaboration across teams to uncover new growth opportunities. Whether you’re a CSM managing a large portfolio or a leader

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00:10:06

CSM Quick Lesson: Career Growth with Marija Skobe-Pille

Customer Success Talks ·

2025/11/19

In today's CSM Quick Lesson with Marija Skobe-Pille you will discover unlock career potential! Explore how expanding your role, offering solutions, and envisioning long-term goals can lead to advancement. Don't just aim for a 9-to-5; bring value and watch opportunities unfold. 'Bring me solutions, not problems.' You can find the full conversation below:YouTube - https://youtu.be/iTHdf-qYWIYSpotify - https://open.spotify.com/episode/1GepzXfaMyiBufhAUq1EpU?si=nQaOQV_SQvugetgg3C_0lALinkedin:Marija

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00:44:13

How to Speak Memorably: Communication & Presentation...

Customer Success Talks ·

2025/11/12

In this episode, I had the pleasure of recording with Bill McGowan—Emmy Award-winning journalist, bestselling author of Speak, Memorably: The Art of Captivating an Audience, and communication coach to leaders at Amazon, Facebook, Uber, LinkedIn, and more.We dive deep into what it really takes to communicate memorably in today’s remote-first business world. From avoiding jargon and filler words to mastering storytelling and empathy, Bill shares practical strategies for making every conversation,

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00:10:39

CSM Quick Lesson: Building Loyal Relationships with...

Customer Success Talks ·

2025/11/05

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.' You can find the full conversation below:YouTube - https://youtu.be/d8XNsK7F-oYSpotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfwIn today's CSM Quick

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00:52:21

Strategic Customer Success: How CSMs Win Trust &...

Customer Success Talks ·

2025/10/29

In this episode of Customer Success Talks, host Bayron Toruño sits down with Chad Horenfeldt, VP of Customer Success and author of The Strategic Customer Success Manager. Together, they explore what it really takes to move beyond firefighting and product support into becoming a strategic advisor customers rely on.You’ll learn:- Why trust and value are the foundations of customer success- How to prepare for impactful customer meetings without burning out- The power of motivational interviewing and

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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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