The Customer Success Pro Podcast

Hosted by Anika Zubair

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Aug 2026

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About the show

This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company. Learn more at: thecustomersuccesspro.com

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60 recent

September 9, 2026Episode 8047 min

Scaling Digital Customer Success with AI with Joe Di Grande

FREE Masterclass - https://www.thecustomersuccesspro.com/masterclass In this episode, Joe De Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment. He shares insights on building scalable, automated customer success programs and the importance of data and human touch.Chapters:00:00 Introduction 03:03 Joe De Grande's background and role at Gong07:12 The change from digital CS to revenue architecture11:57 Defining digital and scaled customer success16:36 Impact of AI on digital customer success23:39 Starting an AI-powered digital CS program30:01 Data as the foundation for AI in CS37:43 The future of AI in customer success43:48 Quickfire predictions and insights Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Connect with Joe Di Grande Linkedin: ⁠https://www.linkedin.com/in/josephdigrande/ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

September 2, 2026Episode 7935 min

Stop Reporting Churn. Start Forecasting NRR.

Book a call to discuss a workshop - https://bit.ly/4wEOJbD In this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth.Chapters00:00 Introduction: The problem with churn reporting03:28 Understanding and calculating NRR06:18 The shift from growth at all costs to efficiency10:30 Why focus on existing customers for growth16:54 How to forecast NRR effectively20:28 Tracking leading indicators for customer health22:18 Confidently presenting forecasts to leadership28:41 Building a forecasting culture within your team30:35 The importance of embedding NRR into daily reporting Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

August 26, 2026Episode 4843 min

Your First 90 Days Owning an NRR Number: The VP of Customer Success Operating Plan

Book a workshop: https://bit.ly/4wEOJbD Anika Zubair shares a comprehensive guide for new and aspiring VP of Customer Success, focusing on how to manage and improve net revenue retention (NRR) in the first 90 days. She emphasizes the importance of data, systematized processes, and leadership mindset to succeed in a revenue-driven customer success role. Chapters: 00:00 Introduction 09:37 The importance of a proactive operating system 13:41 Training teams on commercial skills 16:24 The mistake of accepting numbers without math 19:11 Operating as a super CSM versus a leader 24:00 Building your NRR math and forecast system 31:17 Weekly renewal and expansion review meetings 33:57 Rebuilding the math and predicting the number 35:49 Applying lessons: homework challenge for listeners 39:02 Final thoughts: system, numbers, and leadership mindset Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

August 19, 2026Episode 7757 min

The CS Playbook Is Broken: Change Management in the AI Era with Tom Ronen

Join RevUP VIP: https://bit.ly/45Bb9yz In this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch. Connect with Tom Ronen: https://www.linkedin.com/in/tom-ronen-83b6a1118/ Chapters: 00:00 Introduction to Tom Rennan 04:16 Tom's background and transition from Monday.com to Harvey 09:09 The evolution of customer success and future ambitions 12:18 The human element remains crucial despite AI advancements 17:11 The importance of trust and deep discovery in customer success 22:13 The old playbook is broken: new strategies needed 30:44 Measuring value and adoption in an AI-driven world 44:13 Systematic approaches to renewals and forecasting 50:29 Quick fire questions Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

August 12, 2026Episode 7633 min

AI For QBR Prep and How To Build A Board Ready Value Story

Book a team workshops: https://bit.ly/4wEOJbD This episode explores how customer success professionals can leverage AI to streamline quarterly business review prep, build compelling value stories, and ultimately drive revenue growth. Anika Zubair shares practical frameworks and tips to transform data analysis into strategic conversations. Chapters 00:00 Introduction to AI in Customer Success03:13 The Gap Between AI Curiosity and Usage11:45 Introducing the BOARD Framework13:39 Measuring Outcomes with AI18:11 Quantifying Revenue Impact20:55 Using AI to Identify Growth Opportunities21:23 The Human Element in Value Storytelling24:38 From Status Reports to Closing Arguments25:07 The Power of a Revenue-First Approach26:01 Weekly Challenge: Implementing the Framework28:47 Final Tips for Effective QBRs Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

August 5, 2026Episode 7530 min

Handling Price Increase Conversations Without Losing Customer Trust

Book a team workshop - https://bit.ly/4wEOJbD This episode explores how customer success professionals can effectively handle price increase conversations without damaging trust. It covers common mistakes, a proven framing method, and practical tips to protect and grow revenue during renewal discussions. Chapters 00:00 The common fear around price increase conversations 04:22 Value alignment reduces churn 07:08 Common mistakes in price increase conversations 14:02 Frame the value first before discussing price 16:45 Anchor prices against value and cost of leaving 17:41 Meet objections with curiosity 19:02 Earn the customer’s yes by linking to future value 22:17 Handling objections with questions and curiosity 25:31 Recap: The key to successful price increases 26:00 The importance of framing and trust 29:01 Final thoughts Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

July 29, 2026Episode 7459 min

AI Adoption in Customer Success: What ServiceNow Is Actually Doing with Neil Sparkes

Join RevUP Academy: https://bit.ly/4wRZDuY Neil Sparkes, AVP of Customer Excellence at ServiceNow UK&I, has a global mandate to move agentic AI out of the experiment phase and into live production inside heavily regulated enterprises. In this episode he breaks down why efficiency gains no longer land with a CFO, how ServiceNow benchmarks real cost savings before and after agents, and where to draw the line between what an agent executes on its own and what still needs a human. We also get into the AI divide that is separating fast adopters from everyone else, why token bills are landing on finance desks with no ROI attached, and whether the SaaS model actually survives all this. Neil also shares why he brought in external training on value conversations for his team, and what he thinks CS will be held accountable for next year. Chapters: 00:00 Intro 03:19 Meet Neil "Sparky" Sparks of ServiceNow 16:50 Getting regulated enterprises to adopt agentic AI 22:05 Why efficiency gains no longer convince a CFO 25:00 Treat an AI agent like a new employee 31:10 Start here: low risk, zero human touch workflows 35:06 Separating your personal AI from your work AI 39:30 The AI divide and token bills with no ROI 42:13 Ripping out your tech stack: is SaaS dead? 49:41 What AI is doing to renewals and upsells Connect with Neil Sparkes: https://www.linkedin.com/in/neil-sparkes/ Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies:https://thecustomersuccesspro.com/resources

July 15, 2026Episode 7338 min

Revenue Storytelling For Every Post Sale Role

Book a team workshop: https://bit.ly/4egTU9D Anika Zubair discusses how customer success teams can better articulate their value to drive revenue, avoid being seen as a cost center, and climb the revenue proof ladder through effective storytelling and metrics. Chapters 00:00 Introduction 02:19 The receipts era and the importance of proof in SaaS 03:47 AI's impact on CS activities and the value of storytelling 05:14 The importance of storytelling to articulate CS value 06:08 The problem with reporting activity 07:27 How to connect work to revenue 19:36 The four levels of the proof 34:27 The key to recognition 36:16 Weekly challenge Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies: https://thecustomersuccesspro.com/resources

July 8, 2026Episode 7246 min

The Visibility Framework That Makes Leadership Remember Your Name For Promotions

Team Workshop: https://bit.ly/4egTU9D Anika Zubair shares practical strategies for customer success professionals to increase visibility, demonstrate impact, and advance their careers by focusing on revenue-driven storytelling and multi-threading within organizations. Chapters 00:00 The Invisible CSM 02:48 Understanding Recognition in Customer Success 05:36 The Importance of Visibility in Career Growth 08:51 Common Mistakes Keeping CSMs Invisible 11:36 The Seen Framework for Visibility 23:21 Implementing the Scene Framework 35:25 Personal Journey: From Invisible to Visible Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

July 1, 2026Episode 7152 min

Why Customer Support Is Your Most Underrated Revenue Driver with Andrea Kayal

Join RevUP Academy: https://bit.ly/4wRZDuY In this episode, Andrea Kayal, CRO at HelpScout, shares insights on how a small team manages a large customer base, the role of AI in customer support, and strategies for revenue growth through customer success and customer support. Chapters 00:00 Introduction 02:33 Meet Andrea Kale 03:46 Understanding Customer Success at Help Scout 17:07 Segmentation Strategies for 12,000 Customers 32:49 Revenue Generation from Support Teams 39:19 The Role of AI in Customer Support 43:59 Key Takeaways for Customer Success Leaders Connect with Anika Zubair: Website: ⁠https://thecustomersuccesspro.com/⁠ LinkedIn: ⁠https://www.linkedin.com/in/anikazubair/⁠ Connect with Andrea Kale: https://www.linkedin.com/in/andreakayal/ Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠ Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠ Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event