The Customer Success Channel

Planhat & Anika Zubair

At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com read less

Our Editor's Take

The Customer Success Channel is a podcast for professionals in the fields of customer service and behavior. The host of the show, Malin Skoglund, is the VP of Customer Success Americas at Planhat. Before her, Anika Zubair, VP of Customer Success Americas at Planhat, hosted the show. Planhat sponsors the podcast.

As more businesses have shifted online, it's easier to collect and analyze data that tracks customer behaviors. B2B SaaS companies have expanded to help collate data and implement data-based strategies. One of the areas where B2B SaaS thrives is customer success management (CSM). This collection of strategies helps reduce customer challenges and maximize client satisfaction. CSM is an evolving field, and in this podcast, Zubair and Skoglund explain it to podcast listeners.

In most episodes of the podcast, the host discusses an aspect of CSM with an expert. In one episode, Brandon Ramsey, head of CS at OnsiteIQ, joins. This software company creates products for real estate investors. He argues that it's a mistake to lump CSM and sales together. CSM is about building relationships, not landing contracts. Ramsey believes it's not the right place for upselling and courting renewals. Tulasi Ryali is a CSM with Siemens and the winner of CSM of the Year in 2023. She reveals that good internal communication is key to her success.

As a newer field, customer success is evolving with sophisticated technology. Several episodes focus on how AI will change the field. Guest Declan Ivory of Intercom says its focus is on AI in customer support. Jan Young of The Success League doesn't think CSM jobs will go away because of AI.

Some episodes focus on various aspects of jobs within the customer satisfaction industry. One guest provides a picture of what a day in her life looks like. Another examines the future of customer success during a possible recession.

The Customer Success Channel is a helpful choice for CS professionals. People who are considering the field might also enjoy this podcast.

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A special episode: Big thanks to Anika, and a cheerful hello to Malin!
21-02-2024
A special episode: Big thanks to Anika, and a cheerful hello to Malin!
This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast.The exciting news is that we're welcoming our very own, Malin Skoglund, VP of Customer Success Americas, who will be stepping in as the new host. Listen to the full episode now and learn more about the future of our podcast.Podcast enquiries: sofia@planhat.com

Episodes

A special episode: Big thanks to Anika, and a cheerful hello to Malin!
21-02-2024
A special episode: Big thanks to Anika, and a cheerful hello to Malin!
This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast.The exciting news is that we're welcoming our very own, Malin Skoglund, VP of Customer Success Americas, who will be stepping in as the new host. Listen to the full episode now and learn more about the future of our podcast.Podcast enquiries: sofia@planhat.com
Brandon Ramsey, Head of CS at OnsiteIQ - Customer success is not sales
31-01-2024
Brandon Ramsey, Head of CS at OnsiteIQ - Customer success is not sales
In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales. Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure your CS department? Why should CS not be seen as a mere extension of sales? And how can you persuade senior leadership that CS should not be responsible for renewals and upsells?Podcast enquiries: sofia@planhat.com
Sue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024
15-12-2023
Sue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024
In this episode, our host Anika Zubair chats with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success. As we approach the end of the year, it's crucial to begin strategizing for customer success in 2024. Despite the hurdles we've encountered recently, we must now pave the way for a successful year ahead. So, what should be the key focus areas for customer success in 2024? And how can we strike the perfect balance between customer ROI and fostering business growth? Podcast enquiries: sofia@planhat.com
Maranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CS
16-11-2023
Maranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CS
In this episode, our host Anika Zubair chats with Maranda Dziekonski, Senior VP of Customer Success at Datasembly about the importance of viewing customer success as a revenue generator rather than a cost center.The field of customer success (CS) has been through a whirlwind of changes this year due to the global economy. As we near the end of 2023 and start planning for 2024, sustainability and revenue have become top priorities for every CS department. But why is revenue such a vital piece of the CS puzzle? And how can CSMs and CS leaders enhance their skills to adapt to the evolving market?Podcast enquiries: sofia@planhat.com
Chris Regester, CCO at Planhat - Delivering customer outcomes with a value framework
18-10-2023
Chris Regester, CCO at Planhat - Delivering customer outcomes with a value framework
In this episode, our host Anika Zubair chats with Chris Regester, Chief Customer Office at Planhat about how to deliver customer outcomes through a value framework. Achieving customer success is a long-term endeavor that demands ongoing dedication and collaboration with our clients. A solid foundation is provided by a company value framework, guiding businesses on this journey. So, how can we consistently deliver lasting customer value through a value framework embraced by the entire organization? And what are the initial steps to building such a framework?Podcast enquiries: sofia@planhat.com
Dan Ennis, Scale Team Manager at Monday.com - The art of scaling Customer Success
20-09-2023
Dan Ennis, Scale Team Manager at Monday.com - The art of scaling Customer Success
In this episode, our host Anika Zubair chats with Daniel Ennis, Scale Team Manager at Monday.com about scaled customer success and explores its significance in today's ever-evolving business landscape. Customer success at scale has been a longstanding practice, but it has gained even greater significance in the current economy. So, what are the initial steps to consider when establishing a scaled CS team? How can we strike the perfect balance between automated interactions and maintaining a genuine human connection with customers? And what are the key metrics and KPIs that your team should track?Podcast enquiries: sofia@planhat.com
Tulasi Ryali, Senior CSM at Siemens - How to become the best CSM of the year
23-08-2023
Tulasi Ryali, Senior CSM at Siemens - How to become the best CSM of the year
In this episode, our host Anika Zubair chats with Tulasi Ryali, CSM of the Year by Customer Success Excellence about how to help your customer reach their business goals through value creation.Being a Customer Success Manager (CSM) requires great multitasking skills and adaptability. You need excellent communication skills, outstanding problem-solving abilities and a remarkable understanding of customers. So, who holds the title of the "Best CSM of the Year" and how can you join their league?Podcast enquiries: sofia@planhat.com
Shannon Nishi, Director of CS at Customer.io - Sustainable growth in Customer Success
13-07-2023
Shannon Nishi, Director of CS at Customer.io - Sustainable growth in Customer Success
In this episode, our host Anika Zubair chats with Shannon Nishi, Director of Customer Success at Customer.io about sustainable growth in Customer Success.Times are tough and the “big hiring days” when scaling a SaaS business are long gone. In today’s economy, you have to think about sustainable growth rather than growth at all costs. So, how do you do that in Customer Success? How do you ensure your CSMs are strategic and not just support? And how do you measure sustainable growth? Podcast enquiries: sofia@planhat.com
Declan Ivory, VP of CS at Intercom - AI and the new age of customer support
26-06-2023
Declan Ivory, VP of CS at Intercom - AI and the new age of customer support
In this episode, our host Anika Zubair chats with Declan Ivory, VP of Customer Support at Intercom about how AI is transforming the customer support department. The future of customer support departments is rapidly approaching. So, what changes can we expect in 2023 and beyond? What skills will support agents need to keep up? And what key performance indicators should we be tracking when proactive support becomes the norm?Podcast enquiries: sofia@planhat.com
Jan Young, Principal Consultant for The Success League - AI in Customer Success
19-05-2023
Jan Young, Principal Consultant for The Success League - AI in Customer Success
In this episode, our host Anika Zubair chats with Jan Young, Principal Consultant for The Success League about AI and it’s effect on Customer Success. ChatGPT has taken the world by storm and we are now all wondering how it will transform the Customer Success (CS) industry. For example, how will AI change the role of a CSM or will it even take CS jobs away? How can it help with customer retention? And what positive/ negative effects will it potentially have? Podcast enquiries: sofia@planhat.com
Carly Agar, Founder and CEO at CarlyAgar - Laid off in CS, what to do next?
18-04-2023
Carly Agar, Founder and CEO at CarlyAgar - Laid off in CS, what to do next?
In this episode, our host Anika Zubair chats with  Carly Agar, Founder and CEO at CarlyAgar about landing a customer success job in 2023. As the tech industry experiences a wave of layoffs, the job market is flooded with talented professionals seeking their next customer success opportunity. So, what should you do if you have been laid off? And how do you prep for interviews and find the right next company? Podcast enquiries: sofia@planhat.com
Jay Nathan, EVP and CCO at Higher Logic - How to manage churn in turbulent times
22-03-2023
Jay Nathan, EVP and CCO at Higher Logic - How to manage churn in turbulent times
In this episode, our host Anika Zubair chats with Jay Nathan, EVP and CCO at Higher Logic about how to manage churn in turbulent times. If you’re currently looking for strategies to prevent and reduce customer churn - you’re not alone. With the gloomy outlook for the world economy, companies are preparing for the effects of an economic downturn. Hence increased focus on churn and how to handle it. But how do you decrease the risk of churn? How do you show ROI daily to your customers? And how are you working on expansion during renewals?Podcast enquiries: sofia@planhat.com
Julie Raeder, CS Coach at Dooly - Transition into Customer Success
22-02-2023
Julie Raeder, CS Coach at Dooly - Transition into Customer Success
In this episode, our host Anika Zubair chats with Julie Reader, Customer Success Coach at Dooly about landing your first CS role without any SaaS experience. Taking the first step into your customer success (CS) career is something we all have to do once. But how do you apply for your first CS role without having any SaaS experience? And what are some of the transferrable skills you can bring from your previous role?Podcast enquiries: sofia@planhat.com
Jennifer Yorke, CCO at Omertria - Customer Success in a recession
25-01-2023
Jennifer Yorke, CCO at Omertria - Customer Success in a recession
In this episode, our host Anika Zubair chats with Jennifer Yorke, Chief Customer Officer at Omertria about how to ensure the success of your CS department during a recession.With the recession looming, there are many things a CS leader has to consider in order to ensure that the customer success department is still thriving. For example, how are you able to keep your team focused on the success of their customers during such turbulent times? And how can you do more with potentially less resources?Podcast enquiries: sofia@planhat.com
Prashanth Jothi, CSM at HubSpot - A day in the life of a CSM
20-12-2022
Prashanth Jothi, CSM at HubSpot - A day in the life of a CSM
In this episode, our host Anika Zubair chats with Prashanth Jothi, Customer Success Manager at HubSpot about how to drive customer outcomes based on customer maturity.The life of a Customer Success Manager (CSM) is never a dull one. Everyday you meet fascinating people, change how businesses operate (normally for the better), and even help a few get out of a hole. Sometimes it can even be a rollercoaster of emotions!But how can a CSM make sure they are making the most of their precious time? What are the best tactical things a CSM can do today to help their customers? How can they ensure every customer in their portfolio continues to see success? And more importantly, how do you measure that success?Podcast enquiries: sofia@planhat.com
Gemma Cipriani-Espineira, CCO at Chili Piper - CCO Metrics: How to convince the C-Suite
22-11-2022
Gemma Cipriani-Espineira, CCO at Chili Piper - CCO Metrics: How to convince the C-Suite
In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about what metrics are important and how to report them correctly. Metrics are critical in customer success – especially when reporting to the leadership team. But often SaaS businesses are unsure on how and what to report. For example, when it comes to customer success, what does leadership want to know? And what are the metrics that really matter?Podcast enquiries: sofia@planhat.com
Claire O'Regan, Director of CS at Juro - How to drive time to value for customers in only 14 days
25-10-2022
Claire O'Regan, Director of CS at Juro - How to drive time to value for customers in only 14 days
In this episode, our host Anika Zubair chats with Claire O'Regan, Director of Customer Success at Juro about how to drive time to value (TTV) for customers in only 14 days.Getting a quick return on investment (ROI) from new software is essential. But how long should it take for a new customer to start seeing value? And is it actually possible to get customers up and running in just two weeks?Podcast enquiries: sofia@planhat.com
Markus Rentsch, CEO at Remark-able - How to grow CS while focusing on customer outcomes
20-09-2022
Markus Rentsch, CEO at Remark-able - How to grow CS while focusing on customer outcomes
In this episode, our host Anika Zubair chats with Markus Rentsch, CEO at Remark-able about how to grow customer success while focusing on customer outcomes. Many companies talk about customer-led growth and customer-focused business plans. But what does that actually mean? For example, how do you measure customer outcomes and what is the limitation of those metrics?Podcast enquiries: sofia@planhat.com
Irit Eizips, CCO & CEO at CSM Practice - How to close a renewal with an upsell
23-08-2022
Irit Eizips, CCO & CEO at CSM Practice - How to close a renewal with an upsell
In this episode, our host Anika Zubair chats with Irit Eizips, Chief Customer Officer & CEO at CSM Practice about how to close a renewal with an upsell.  While gaining new customers is exciting, retaining them is where your SaaS will generate revenue. So, how does your company build the best renewal process? How do you gauge the sentiment of the customer for the renewal? And how should a CSM be compensated?Podcast enquiries: sofia@planhat.com
Pat Phelan, CCO at GoCardless - Charging for Customer Success
13-07-2022
Pat Phelan, CCO at GoCardless - Charging for Customer Success
In this episode, our host Anika Zubair chats with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success.To charge for customer success or not to charge is the question many SaaS companies are currently asking themselves. It can be tricky to know whether or not it should be a part of the cost of goods sold or if it should be charged for as a premium service. So, how can companies start to charge for success? And what are some metrics CS leaders should track if they do?Podcast enquiries: sofia@planhat.com