Spotlight by CS in Focus

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Aug 2025

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About the show

Driving Success Across GTM with Customer-Centric Collaboration. We're opening the dialogue across the entire go-to-market (GTM) strategy to ensure that Customer Success is at the heart of everything we do. This podcast is dedicated to empowering Customer Success (CS) professionals by fostering a vibrant community that goes beyond the basics.

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33 recent

August 19, 2025Episode 2642 min

Ep 26: Fix Your Revenue Leaks: Sandy Yu on Turning CS Into a Growth Engine

Your GTM strategy may be bleeding revenue—and you don’t even know it.In this Spotlight episode, host Emma Lo sits down with Sandy Yu, Founder of Revenue Retention Advisors, to unpack how post-sales teams can stop revenue leaks and fuel expansion.Sandy draws on 20+ years at Oracle, Cisco, and PwC to share:The 3 biggest hidden cracks in B2B revenue enginesWhy onboarding and adoption make or break renewalsHow retention earns you the right to expandWhat CROs should do to align Sales, Marketing, and CSWhy personalization is no longer optional in 2025If you’re leading a CS team or sitting in the CRO seat, this conversation will challenge how you think about growth.Learn more about Sandy’s workshops: https://bit.ly/SandyYuConnect with Sandy on LinkedIn: https://www.linkedin.com/in/sandysyu/

July 20, 2025Episode 2531 min

Ep 25: Catch Risk Before It Becomes Churn with Vinova Deniz

What if your health score is lying to you?In this episode of Spotlight by CS in Focus, we sit down with Vinova Deniz, Head of Customer Success at Wiza, to unpack what it really means to be proactive in CS: from spotting quiet signals before they become churn screams to rethinking the way we run QBRs.Vinova shares her battle-tested insights from messy startups to scaling with precision. We dive into:✅ Why reactive CS is slow CS✅ How to track delta changes, not static metrics✅ The truth about champions (and how to multithread the right way)✅ What a proactive business review should actually look like✅ And how to stay curious—even when things get loudWhether you’re a CS leader, RevOps strategist, or founder looking to future-proof your retention playbook, this episode will sharpen your radar.Connect with Vinova on LinkedIn:https://www.linkedin.com/in/vinovadeniz/

July 12, 2025Episode 2430 min

Ep 24: How to Be a Strategic CSM: Chad Horenfeldt’s 3C Framework to Uplevel Every Customer Conversation

In this episode, host Emma Lo speaks with Chad Horenfeldt, VP of Customer Success at Siena AI and author of The Strategic Customer Success Manager. Chad breaks down what it really means to be strategic in CS—and how to stop defaulting to reactive work.We dive into the frameworks, mindset shifts, and leadership tactics that CSMs need to adopt to stay relevant and valuable in today’s fast-changing customer landscape.Key topics covered:The 3C Framework: Company, Customer, Challenge—and how it anchors strategic engagementWhy most QBRs fail and how to reframe them as Strategic CheckpointsHow to earn executive trust and keep stakeholders showing upWhat it looks like to practice “radical customer candor”Why building cross-functional relationships matters as much as building customer onesThe shift from delivering value to selling valueHow to communicate affirmations that stick and influence renewalWhy AI won’t replace great CSMs—but it will force mediocre ones to level upChad’s advice on extreme ownership and being the driver of your own careerThis is not a “feel good” episode. It’s a call to raise your bar as a CSM—and be seen as a strategic advisor, not a support contact.Mentioned in this episode:The Strategic Customer Success Manager by Chad HorenfeldtDare to Lead by Brené BrownAtomic Habits by James ClearReadwise (daily reading and learning habit tool)Connect with ChadStrategicCustomerSuccess.comLinkedIn: Chad HorenfeldIf you’re ready to uplevel your CS career and earn a seat at the table—this episode is required listening.

May 26, 2025Episode 2328 min

Ep 23: How to SUCCEED and Take Control of Your Career (in CS and Beyond) with Greg Boyd

Join Emma Lo in the latest episode with Greg Boyd about leading an intentional life and career.Greg shares his personal journey through tragedy, the birth of his new company Vienna Waits, and the mission to help a million people live and work with purpose. Drawing from his extensive experience in customer success, Greg offers insights and practical steps to help professionals find clarity and direction in their careers and beyond. Learn about the transformative power of pausing, prioritizing, and pursuing your true goals.00:00 Introduction and Guest Welcome00:50 Greg Boyd's Mission and Company01:34 Personal Story and Life Changes05:31 Navigating Career and Personal Life07:59 Intentional Living and Professional Growth08:37 Practical Steps for Change12:23 Advocacy and Personal Reflection17:15 Defining Your Why and Areas of Change24:49 Conclusion and Contact InformationConnect with Greg here

May 18, 2025Episode 2233 min

Ep 22: How to Break Into Customer Success with Gözde Görce

Thinking of pivoting into Customer Success in 2025? This episode is your blueprint.Gözde Görce, Team Lead of Scaled CS at Apollo.io and founder of The Success Path, joins us to unpack everything from mapping your transferable skills to navigating the AI-powered CS job market.What we cover:Gözde’s unconventional journey into CSThe rise of Digital CS & what it means for job seekersTop skills hiring managers actually look forHow to rethink resumes and avoid rookie outreach mistakesWhy grit, patience, and networking still win🔗 Connect with Gözde Görce: https://www.linkedin.com/in/gozdegorce/🔗 Enroll in Gözde’s course: gozdegorce.com/enroll

February 25, 2025Episode 2152 min

Ep 21: Scaling CS through Partnership with Paul Abdool and Franz Schrepf

In this episode of Spotlight LinkedIn Live, Emma Lo sits down with Paul Abdool and Franz-Josef Schrepf, two powerhouse partnership leaders, to uncover what truly drives successful partner ecosystems in B2B SaaS.🎯 What you’ll learn: The 5 layers of partnerships—from brand deals to strategic alliances The 4C’s framework to evaluate partnership fit How Customer Success + Partnerships create a winning GTM motion Why channel conflicts happen (and how to prevent them) The future of partner-led growth in SaaS💡 Pro Tip: If your partnership program isn’t driving revenue, you’re missing the point. Learn how to align partnerships with real business outcomes.Read more in Franz's "The Book on Partnerships" on Amazon

December 23, 2024Episode 2028 min

Ep 20: Scaling Customer Success: Unlocking Growth with Julie Persofsky

In this episode of Spotlight, host Elizabeth Italiano welcomes Julie Persofsky, Founder of Achieve Exponential Growth, to explore strategies for scaling Customer Success and driving revenue growth. With over 20 years of Go-To-Market expertise, Julie shares actionable insights on: When and how to hire your first CSM. Identifying the customer’s “aha moment” to boost adoption. Balancing cost-to-serve with retention and growth through effective segmentation. Redefining roles to eliminate bottlenecks and enhance team satisfaction. Building cross-department collaboration for seamless customer experiences. Julie also discusses her proven methods for diagnosing bottlenecks, prioritizing impactful changes, and leveraging resources to scale effectively. Don’t miss her tips and insights from her latest course, Achieve Exponential Growth. Join here: https://juliepersofsky.com/ (use the CSINFOCUS code to get 20% off until Jan 15, 2025) Tune in to learn how to elevate your Customer Success strategy and unlock exponential growth!

December 17, 202428 min

Ep 19: Why Value is the Heart of Modern Customer Success with Dillon Young

In this episode, host Emma Lo sits down with Dillon Young, founder of Lifetime Value Media and Customer Value Labs, to dive into the trends shaping CS today. Dillon shares insights on: The rise of AI and Digital CS Navigating the job market in a changing economy The critical role of value delivery in Customer Success Balancing mental health and career growth in a demanding industry With his experience as the host of a daily CS podcast and leader in GTM-focused content creation, Dillon offers a fresh perspective on the future of Customer Success and the skills professionals need to thrive. Tune in for actionable insights, candid conversations, and a roadmap to success in today’s CS landscape. Follow Dillon for more https://www.linkedin.com/in/dillonryoung/ Sign up for his newsletter: https://thesegment.lifetimevaluemedia.com/subscribe?ref=qmloC3sj84

December 4, 2024Episode 1540 min

Ep 18: How to Start Building Your Digital CS Function with Holly Goodliffe

In this episode, host Emma Lo chats with Holly Goodliffe, a Digital Customer Success expert who’s built Digital CS functions at Adobe and other top SaaS companies. Holly breaks down the essentials of launching a successful Digital CS program, including: How to Get Started: The first steps to building a scalable Digital CS function. The ONE Metric That Matters: Why active usage should be your North Star. Collaboration Across Teams: Aligning marketing, product, and CS for customer impact. Blending Digital & Human Touch: Scaling effectively while keeping the customer experience personal. Key Insight: Start with why. Holly explains why clarifying your business goals is critical to a successful Digital CS strategy. If you're a SaaS leader, CS professional, or just curious about digital strategies for retention and growth, this episode is your go-to guide for actionable insights. Connect with Holly Goodliffe https://hollygoodliffe.com/ https://www.linkedin.com/in/hollygoodliffe/

September 2, 2024Episode 1339 min

Ep 17: Unlocking Digital Customer Success with Lukas Alexander

In this insightful episode, host Elizabeth Italiano sits down with Lukas Alexander, VP of Customer Success at ChurnZero, to explore the best practices and strategies for building and executing a successful digital customer success (CS) program. Lukas, with his extensive experience in both customer success and operations, shares his journey from leading client success at Cision to his current role at ChurnZero, where he champions innovative digital CS solutions. Key Takeaways: The difference between Digital CS and Scaled CS and how they complement each other. Essential components to consider when building a digital CS strategy from scratch. How to maintain personalized engagement in a scaled, digital environment. The role of segmentation and data in crafting effective digital CS strategies. Common pitfalls to avoid when implementing digital CS initiatives. Emerging trends in digital CS, including predictive analytics and emotional intelligence. Whether you're new to digital CS or looking to refine your approach, this episode is packed with actionable insights to help you elevate your customer success game. 🔗 Connect with Lukas Alexander on LinkedIn: Lukas Alexander LinkedIn 🔗 Learn more about ChurnZero: ChurnZero