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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

00:41:20

Becoming a CS Leader for the First Time: Leading...

Customer Success Talks ·

2026/04/08

In this episode, I had a great conversation with Bojan Dimevski, Senior Manager of Customer Success at Cornerstone, who leads an international team across DACH. Bojan shares his journey from CSM to leader, emphasizing how you can lead without a formal title by building influence, personal branding, and trust within your organization.Discover actionable strategies for aspiring leaders in Customer Success, including three micro-actions any CSM can start today, navigating customer expectations,

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00:09:50

CSM Quick Lesson: Revenue Focus, Mindset & Tactical...

Customer Success Talks ·

2026/04/01

CSM Quick Lesson with Marija Skobe-PilleyIn this Quick Lesson, unlock your selling potential as a CSM! Don't think of it as selling—bring value. Learn tactical tips: financial & workflow probing. Understand needs and drive upsells while strengthening trustYou can find the full conversation below:YouTube -https://youtu.be/F26r0xo05SASpotify - https://open.spotify.com/episode/5G7b9z2Y1D193LbSwQqglu?si=a8mvS7EVRaS2QnBL8AvcOALinkedin:Marija Skobe-Pilley -

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00:56:14

Becoming a Customer Success Leader for the First Time...

Customer Success Talks ·

2026/03/25

In this episode, Stefan Kiefer, a seasoned Customer Success leader, helped us understand what it really takes to transition from an individual contributor to a CS leader for the first time.Stefan shares valuable insights on leadership, coaching, and mentoring, and how to strike the right balance between guidance and autonomy.We dived deep into the realities of managing teams, building trust, navigating authority, and communicating effectively as a new leader.Key Takeaways:- Leadership is about

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00:12:25

CSM Quick Lesson: AI Skills & Strategy for 2025 &...

Customer Success Talks ·

2026/03/18

CSM Quick Lesson with Kelley TurnerCustomer success doesn't require a specific background. In fact, the most diverse teams often excel in this role. Professionals from digital marketing, sales, consulting, and even food service bring unique abilities. The key is prioritizing effectively, looking ahead, and understanding the customer's world. Using AI tools like Vitally and ChatGPT can help gather insights, automate tasks, and personalize interactions. Being clear on the question to get right

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00:52:41

How to Write Messages That Get Replies | Jen...

Customer Success Talks ·

2026/03/11

In the fast-paced world of Customer Success, every email counts but how do you make yours stand out in a crowded inbox?In this episode Jen Allen-Kanuth, sales trainer and co-founder of DemandJen, to uncover the psychology and strategy behind writing emails that get real responses.We break down what separates an ignored message from one that drives meaningful conversations from understanding the buyer’s mental spam filter to crafting subject lines that capture attention in under three seconds. In

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00:11:45

CSM Quick Lesson: How To Build Success & Partnerships...

Customer Success Talks ·

2026/03/04

In today's CSM Quick Lesson with Anika Zubair!CSM needs to proactively focus on customer business outcomes, not just product features. By understanding and aligning with customer goals, CSMs drive strategic partnerships and business growth. It is not just about product knowledge; it is about enabling customer success. You can find the full conversation below:YouTube - https://youtu.be/GOSTIG69n-8Spotify -

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00:41:08

Everyone Has a Brand—Are You Controlling Yours?

Customer Success Talks ·

2026/02/25

In this episode, I had such a real and human conversation with Sandy Yu, founder of Revenue Retention Advisors and a long-time advocate of authentic personal branding. She unpack what it truly means to build a personal brand that reflects who we are not just the job title on our LinkedIn profile.Sandy shares how personal branding begins with identity, self-awareness, and understanding how others perceive us. She explains why every professional—especially in Customer Success—benefits from taking

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00:11:50

CSM Quick Lesson: Turn Data into Engaging Narratives...

Customer Success Talks ·

2026/02/18

In today's CSM Quick Lesson with Alexander Grabner-Jarlung you will discover the ABCDO of Storytelling framework that offers a structured approach to using stories effectively in customer success. Each element—Answer, Bounce, Counter, Duo, and Object—provides a unique way to leverage storytelling. By incorporating emotion and anticipation into data presentation, stories make information resonate and create a lasting impact. Data sings when stories are used. You can find the full conversation

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00:35:40

How to Build a Personal Brand That Stands Out:...

Customer Success Talks ·

2026/02/11

In this powerful conversation, Morgan J. Ingram — Founder & CEO of AMP Social and one of the leading voices on personal branding & LinkedIn, joins me to break down what authentic branding really means today.This episode is not about AI — it’s about the mindset, consistency, and authenticity needed to build a brand that people trust.We talk about:- What personal branding actually is- Why AI will cause a massive trust crisis on social media- Why obsessiveness, curiosity & consistency beat

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00:09:12

CSM Quick Lesson: Crazy CS Secrets Revealed! with...

Customer Success Talks ·

2026/02/04

In today's CSM Quick Lesson with Greg Daines you will discover that instead of focusing solely on product fixes, prioritize helping customers define and achieve measurable results. Motivate behavior change, demonstrate early wins, and watch how those 'difficult' customers transform into your biggest advocates. You can find the full conversation below:YouTube - https://www.youtube.com/watch?v=tWCuYVBm32E&t=20sSpotify - https://open.spotify.com/episode/6pt3NDEKuG2WVC8pmeB7meLinkedin:Greg Daines -

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00:48:11

ACE Framework: Activate Value, Cultivate...

Customer Success Talks ·

2026/01/28

In this episode of Customer Success Talks, we have our good friend Thomas Voigt, Founder of The CS Academy, to explore how frameworks can transform the way Customer Success Managers operate.Thomas introduces the ACE Framework — Activating Value, Cultivating Relationships, and Expanding Revenue — a simple yet powerful structure that helps teams deliver measurable impact across the customer journey.Together, we unpack what it really means to activate value during onboarding, build and maintain strong

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00:13:04

CSM Quick Lesson: Customer Education Strategies with...

Customer Success Talks ·

2026/01/21

In today's CSM Quick Lesson with Vicky Kennedy, customer education can't be an afterthought! To scale, connect what your team already knows with what customers need. Listen, gather data, then build...You can find the full conversation below:YouTube: https://youtu.be/fb39GyCVtd0Spotify - https://open.spotify.com/episode/6Wc5yh82UJkbWT8nln2VFALinkedin:Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Meet Echtus -

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00:53:16

The Psychology of Customer Success: How Understanding...

Customer Success Talks ·

2026/01/14

In this episode, we have the pleasure of having a special guest, Rachel Provan, a seasoned customer success leader, to explore the intersection of psychology and customer success. We discuss the importance of understanding human behavior, the psychological barriers customers face, and how these insights can enhance customer engagement and retention. Rachel emphasizes the need for customer success managers to focus on change management, motivation, and effective communication to drive results. The

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00:11:15

CSM Quick Lesson: Authority, Consistency & Scarcity...

Customer Success Talks ·

2026/01/07

In today's CSM Quick Lesson with Dr. Christopher Phelps, you will discover that authority isn't about boasting, it's about letting others showcase expertise. Motivate action through consistency and commitment, using small steps. Scarcity drives urgency, ethically combined with reciprocity. "People just want to get something off."You can find the full conversation below:YouTube https://youtu.be/C0HJy2uwxBgSpotify -

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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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89 results

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