Customer Success Talks: Real Challenges, Experts' Advice

Hosted by Bayron Toruño

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103

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Oct 2026

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About the show

Customer success skills, career advice and real CSM conversations. Customer Success Talks is for CSMs in their first years and anyone breaking into customer success. We cover what the job actually demands: onboarding, adoption, churn, and expansion, plus the skills nobody trains you on, like communication, negotiation and reading human behavior. No theory for its own sake. Conversations with people who have done it, and things you can try this week. Hosted by Bayron Toruño, CS practitioner and co-organizer of the PxA CS Summit. New episodes every two weeks. Give it a try :)

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October 21, 2026Episode 11 hr 0 min

CSM Survival Guide: When Your Workload Doubles (And You're Alone)

How do you handle CSM burnout when your company is in crisis? Antonio García Hernández shares how to survive the chaos. Everything around you feels like it is falling apart, and your workload is doubling. In this episode, we sit down with Antonio García Hernández, author of the Anti-CSM Playbook, for a frank discussion on what it actually takes to maintain your performance when the pressure is high. We cover the early warning signs of CSM burnout and how to catch them before they impact your mental health or career trajectory. Beyond just surviving, we look at the tactical side of protecting your energy. Learn how to set boundaries without saying no, when to advocate for firing toxic accounts, and why effective time management is the only way to avoid the reactive firefighting trap. If you are feeling the weight of your current role, this conversation provides the perspective needed to reset. Subscribe for weekly customer success breakdowns, and let us know in the comments: what is the biggest challenge you are facing in your current role? 0:00 El perfil ideal en Customer Success 1:24 Señales tempranas de agotamiento profesional 2:14 ¿Cuándo despedir a un cliente tóxico? 3:44 Sobrevivir cuando la carga de trabajo se duplica 6:21 La pasión detrás de la comunidad Gen CS 11:01 El Anti-CSM Playbook: Rompiendo el azúcar 18:05 Documentar: Tu arma secreta en tiempos de crisis 34:09 El arte de establecer límites y expectativas Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/ Anti-CSM Playbook (free) → https://anticsmplaybook.carrd.co/ GenCS Community → https://www.linkedin.com/company/gencs/posts/?feedView=all

October 7, 202647 min

Stop Doing This One Thing If You Want Higher Retention

Stop treating customers like accounts and start building real relationships. Emilia D'Anzica explains the shift in customer success strategy. Most CSMs stay stuck in a cycle of reactive firefighting because they lack the right mindset. Executive coach and former CCO Emilia D'Anzica shares why your check-in meetings are failing to drive retention and how to use AI to get ahead rather than just adding more noise. We cover how to handle renewal conversations six months early and why soft skills are now essential skills in a modern, data-driven environment. This conversation is for anyone feeling the weight of CS fatigue who needs a practical way to manage their boss and their workload. Learn how to push back without burning bridges and why moving away from transactional language is the key to long-term client success. We also get into the specific habits needed to improve time management for high performance. Subscribe for weekly customer success strategy breakdowns, and comment which tactical challenge you want us to cover next. 00:00 Introduction 02:51 Meet Emilia Danzica 03:02 Reinventing yourself after being fired 05:27 The Olympian father who inspired her 06:30 Non-negotiables: exercise and self-care 08:17 Avoiding burnout as a podcast host (and CSM) 09:22 Weekly reflection habits for high performance 10:11 AI in CS: the Gainsight 2025 report 11:18 Where AI resistance really comes from 13:13 What CSMs are missing by not using AI 14:13 Is resistance coming from ICs or leadership? 17:28 Slack vs email: how the new workforce communicates 19:41 How AI helps you build better customer relationships 22:59 Mindset vs resources — and why time management is the real gap 24:45 Why "soft skills" should be called essential skills 25:33 The damage micromanagement does 26:57 Why "check-in" subject lines kill your attendance 29:53 Removing customer success fatigue 30:41 Start renewals 6 months early — or you're already in save mode 32:02 AI as your proactive assistant, not just a writing tool 33:10 What a truly proactive CS day-to-day looks like 35:29 How to push back on your boss without burning bridges 36:39 Emilia's personal breakdown as an early-career CSM 38:46 Radical Candor: the book that changed how she communicates 41:00 What new CSMs actually need to succeed 42:49 Stop calling your customers "accounts" 44:06 Closing thoughts Emilia Danzica: https://emiliadanzica.com/ Radical Candor by Kim Scott: https://www.radicalcandor.com/ Emilia's LinkedIn: https://www.linkedin.com/in/emiliadanzica/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ TikTok: @customer.success6 Podcast Website - https://cstalkspodcast.com/

September 23, 202643 min

VP of CS Reveals the The Biggest AI Mistake CSMs Make (And What to Do Instead)

Are CSMs making AI harder than it needs to be? Yes, and it's costing us time, revenue, and customer relationships.In this episode, I sit down with Lukas Alexander, VP of Customer Success, to break down exactly where CS teams go wrong with AI and the step-by-step approach that actually works.Lukas has spent over a decade building and scaling global CS teams, driving NRR growth, and coaching CSMs to grow their impact. His customers? Other customer success managers. So when he talks about AI in CS, he speaks from both sides of the table.What you'll learn in this episode:- The #1 AI mistake CSMs and CS leaders make (and why it backfires)- Why you should automate ONE admin task before touching anything else- How signal-based AI agents protect revenue and surface expansion opportunities- Why you don't need clean data to get started with AI in customer success- What no AI tool will ever replace in the CSM role Episode Highlights:00:00 – Welcome & intro02:15 – Lukas's journey from PR to VP of CS11:30 – Why operations exposure sharpens business acumen15:40 – The biggest AI mistake in customer success20:25 – How to start with AI: one task at a time23:12 – AI fluency, revenue mindset & business acumen32:00 – Using AI agents for churn signals and expansion revenue38:20 – Do you need perfect data to start? (Spoiler: No)41:45 – What to do when you have zero AI tools43:43 – Why the human side of CS still wins About Lukas AlexanderLukas is the VP of Customer Success at ChurnZero, one of the leading AI-powered customer success platforms in the industry. He has spent over a decade building global CS teams, leading RevOps functions, and helping organizations drive net revenue retention through outcome-focused customer success. Connect with Lukas: https://www.linkedin.com/in/lukas-alexander-3b827280/Follow Bayron Toruno on LinkedIn → https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our PodcastWebsite - https://cstalkspodcast.com/🔔 Subscribe so you never miss an episode👍 Like this video if you found it helpful💬 Drop your biggest AI question in the comments, we read every one

September 9, 2026Episode 146 min

CSM vs. Product: How to Build a Real Partnership for Better Features

Stop letting feature requests clog your backlog. Learn how to align customer needs with your company's product roadmap. Customer success managers often feel stuck between frustrated clients and a product team with limited bandwidth. We are not custom software providers, so you cannot build everything. The secret is knowing how to communicate priorities effectively and determining if a request actually belongs on the global product roadmap example. This episode breaks down the process of collaborating with product managers to ensure your feedback loop is actually productive. By focusing on project management principles rather than just advocacy, you can stop the endless back-and-forth and start building a sustainable system for prioritizing what matters most. Subscribe for weekly customer success breakdowns, and comment below on how you handle feature requests with your product team. 0:00 Balancing Advocacy and Internal Alignment 1:20 Bridging the Gap Between CS and Product 3:58 Building CS Functions from the Ground Up 9:34 What Product Teams Really Want from CS 16:37 Essential Questions for Feature Prioritization 24:28 Closing the Loop with Customers 40:01 Scaling Collaboration with Product Squads Connect with Margo on LinkedIn → https://www.linkedin.com/in/margobarysheva/ Margo's Instagram → https://www.instagram.com/magbelyaeva/ Follow Bayron Toruno on LinkedIn → https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

August 26, 202645 min

Your Customer Data Isn't Actionable Yet: Here's Why

Most Customer Success Managers struggle to make customer data useful. Here is a simple framework to fix your QBR decks. Many teams get stuck staring at spreadsheets, but data alone rarely leads to better outcomes. Denny Burda, Chief Customer Officer at River Consultancy Group, breaks down his signal conversation framework to help you stop overwhelming clients with reports and start driving real progress. This approach focuses on five key slides that turn raw numbers into actionable insights. By grounding your observations in specific business context, you can improve your customer retention and ensure every meeting actually moves the needle for your accounts. Subscribe for weekly CS breakdowns, and let us know in the comments: what is the biggest challenge you face during QBRs? 0:00 The Signal Conversation Framework 1:47 Navigating the World of Customer Success 4:37 Inside River Consultancy Group 8:10 Common Pitfalls in Data Management 11:57 From Signals to Actionable Insights 25:54 Crafting a Compelling Data Story 39:55 Are Slides Your Crutch or Your Tool?

August 12, 2026Episode 11 hr 1 min

The End of Traditional CS: Revenue, AI, and What Comes Next

Customer Success is changing fast due to market uncertainty. Learn why AI and new revenue models are reshaping the role for 2026. Jan Young and Ralphie White join the podcast to explain why the current market instability isn't just a temporary phase. They break down how shifting SaaS pricing models are forcing teams to move away from generalist work and toward specialized, technical, revenue-owning responsibilities. If you have been wondering how to adapt your strategy, this conversation highlights exactly what is happening behind the scenes in top-tier organizations. We also discuss the practical reality of building a CSM career in this landscape. You will hear honest advice on how AI in CS is acting as a catalyst for professional growth rather than just a replacement tool, and what specific steps you can take today to protect your long-term career path. Subscribe for weekly Customer Success breakdowns, and comment below: is your team currently prioritizing AI adoption or revenue retention? 0:00 Navigating Modern Business Uncertainty 0:44 The Evolution of Business Models 1:57 The State of Customer Success in 2026 4:27 Meet the Industry Thought Leaders 10:09 Geopolitical Impacts on Tech Strategy 16:40 Connecting Usage to Tangible Value 25:26 Moving Beyond the CS Catch-All Role 50:56 Breaking Into CS Without Traditional Metrics Referenced in this episode: – ChurnZero 2026 CSM Confidential Report - https://churnzero.com/csm-confidential-2026-thank-you/?submissionGuid=f2ce52ae-f4d7-493d-8368-a00a764168e5 – Zylo 2026 SaaS Management Index - https://go.zylo.com/l/504631/2026-01-27/7ptsnt/504631/1769532725LybGFvUo/2026_saas_management_index_zylo.pdf?_gl=1*1e5otfv*_gcl_au*MTA2NzE2MDIyMy4xNzczNzY3ODk4 – S&P Global AI & Labor Landscape 2026 - https://www.spglobal.com/en/research-insights/special-reports/ai-impact-on-employment-2026 – Book: The Strategic Customer Success Manager by Chad Horenfeldt - https://www.strategiccustomersuccess.com/ – Podcast: AI Daily Brief Connect with our guests: Jan Young LinkedIn — https://www.linkedin.com/in/jan-young-cx/ CxXchange SuccessHour - https://www.janyoungcx.com/#newsletter Jan's community sessions: https://go.stepupxchange.com/nexgen-cs-leadership Ralphie White LinkedIn — https://www.linkedin.com/in/ralphiewhite/ Website — https://www.radicalcs.com/ Follow us on: Instagram — https://www.instagram.com/cstalkspodcast/ TikTok — @customer.success6 Explore our Website: Website — https://cstalkspodcast.com/

July 29, 202655 min

Why Most QBRs Fail And the 15-Minute QBR That Fixes Them

Stop wasting time on hour-long meetings. Andrea Bumstead shares her 15-minute QBR framework to help you deliver actual value. Most Quarterly Business Reviews fail because they are just status reports that executives skip. Andrea, a veteran Customer Success leader, walks us through how to structure a concise, impact-focused conversation that gets decision-makers to show up. We cover how to connect product usage to real business outcomes so your meetings stop feeling like a chore and start driving retention. We also discuss how to use AI and automation to scale your customer success strategy without losing the human element. Whether you are a CSM or a leader trying to improve your team's efficiency, this episode provides a clear path to running more effective customer conversations. Subscribe for weekly Customer Success breakdowns, and let me know in the comments: how long are your current QBRs? 🧡 0:00 The 15-Minute QBR Revolution 0:53 Welcome to Customer Success Talks 3:50 Why QBRs Are Often a Waste of Time 5:38 The Birth of the 15-Minute Framework 8:55 Why the 15-Minute QBR Went Viral 15:07 The Foundation of a Successful QBR 20:05 Scaling the 15-Minute QBR Down-Market 36:47 AI in CS: Efficiency vs. Effectiveness Here are the links to where you can find Andrea: LinkedIn - https://www.linkedin.com/in/andreabumstead Substack: https://csimpact.substack.com/ Instagram: https://www.instagram.com/customersuccessimpact/ 5 minute QBR framework: https://csimpact.substack.com/p/the-15-minute-qbr-framework Connect with Us: https://www.linkedin.com/in/andreabumstead/ - https://www.linkedin.com/in/andreabumstead/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

July 15, 202638 min

Why You're Always Busy But Never Productive (And How to Fix It) with David Allen

Master the GTD method with David Allen to regain focus and finally achieve a clear mind. David Allen, the architect of Getting Things Done, explains why your brain is for having ideas, not holding them. Whether you are overwhelmed by email or struggling to manage complex projects, the core of this methodology is externalizing your tasks to reduce cognitive load. This is essential for anyone interested in personal development who wants to move beyond reactive firefighting. The conversation covers the foundational habits of capturing, clarifying, and reviewing your commitments. By defining granular next actions, you can stop procrastinating and start executing. This approach is not just about time management; it is a framework for personal growth that allows you to handle modern challenges by keeping your systems simple and effective. Subscribe for weekly productivity breakdowns and let us know in the comments: what is the one task you are finally going to capture today? 0:00 The Core Mechanics of Productivity 2:13 Meet the Architect of GTD 4:03 From Personal Practice to Global Methodology 7:43 Scaling the Philosophy 11:18 Why Your Brain Isn't Built to Remember 15:49 The Art of Capturing and Clarifying 19:13 The Power of the Weekly Review Getting Things Done (GTD) official website, where you can learn more about GTD and purshase David's book: https://gettingthingsdone.com/ Connect with Us: David Allen - https://www.linkedin.com/in/davidallengtd/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

July 1, 202649 min

Stop Doing This: The Biggest Mistake Hurting Your CS Performance

Stop reacting to every Slack message. Learn the productivity shift every CSM needs to stop burning out and drive revenue. We all feel the pressure of an immediate reply, but most of that stress is imagined. Leslie Venetz, a top B2B sales expert, joins us to break down how to stop living in a reactive loop. We explore why your day-to-day work feels so chaotic and how to move from busy work to intentional execution. You will learn specific frameworks for better CSM productivity, including the Delegate, Delete, Diarize method and how to use the Urgent vs Important matrix. We also cover why false urgency is hurting your performance and how to protect time for actual strategy. If you struggle with effective time management while juggling endless tasks, this session provides the clear path forward. Proper prioritization is the only way to scale. Subscribe for weekly customer success breakdowns, and let me know in the comments: what is the biggest distraction in your current workflow? 0:00 The Myth of Immediate Replies 1:11 Actionable Steps for Better Focus 2:24 Navigating the Customer Success Landscape 5:47 Inside the Profit Generating Pipeline 7:36 Making Your Workflow Scalable 13:08 Mastering Task Batching and Clustering 41:12 Do, Delegate, Delete, and Diarize Learn more about The Sales-Led GTM Agency - https://salesledgtm.com/services/ Buy Your Copy of Profit Generating Pipeline - https://salesledgtm.com/shop/ Connect with Us: Leslie Venetz - https://www.linkedin.com/in/leslievenetz/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

June 17, 202643 min

The Hidden Reason Clients Aren't Getting Results - Maranda Dziekonski

Why do clients fail to get results? Maranda Dziekonski explains how to use AI to align your strategy with their real business goals. Many CSMs focus entirely on product usage, but that is often missing the bigger picture. Maranda Dziekonski joins the podcast to explain how to move beyond basic metrics. We discuss how to use AI tools to analyze annual planning reports and understand exactly what your clients hope to achieve this year. If you are a Customer Success Manager, your role is to bridge the gap between your product and the customer's actual business objectives. We break down how to map customer personas for better engagement and use actionable customer insights to improve your day-to-day strategy. This shift in mindset is critical for long-term customer retention and proving your value. Subscribe for weekly CS breakdowns, and let me know in the comments: are you using AI to prepare for your client meetings yet? 0:00 Leveraging Public Data for Customer Insights 0:59 Navigating the World of Customer Success 7:50 Beyond Usage: Understanding Business Value 8:54 Vertical vs Horizontal SAS Strategies 14:43 Mapping Personas for Better Discovery 27:00 Scaling High-Touch Customer Engagements 39:46 A Practical Plan for Discovery Success Connect with Us: Maranda Dziekonski - https://www.linkedin.com/in/marandaanndziekonski/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/ #customersuccess #saas #customerinsights