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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

00:41:08

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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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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