
The Customer Success Playbook
Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain.
Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics.
We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeff’s thoughts on Service Delivery in CS.
Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success.
Whether you’re a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures there’s something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook.
Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ensuring our listeners stay ahead of the curve in this fast-evolving field. The roadmap ahead is laden with engaging dialogues with yet more industry mavens, aimed at equipping you with the acumen to excel in your customer success journey.
At “The Customer Success Playbook,” our zeal for aiding others and disseminating our expertise to the community fuels our endeavor. Embark on this enlightening voyage with us, and escalate your customer success game to unparalleled levels.
Join us on this quest for knowledge, engage with a community of like-minded professionals, and elevate your customer success game to the next level. Your journey towards mastering customer success begins here, at “The Customer Success Playbook.” Keep On Playing!!
Episodes
Customer Success Playbook S3 3E8 - Matt LeMay - Defining Impact When Everyone Disagrees

Customer Success Playbook S3 E37 - Matt LeMay - From Feature Factory to Business Driver

Customer Success Playbook S3 E36 - Ken Sandy - AI Will Revolutionize the Skills PM's Need

Customer Success Playbook S3 E35 - Ken Sandy - Solve Meaningful Customer Problems

Customer Success Playbook S3 E34 - Ken Sandy - Persuasive NOT Positional Power

Customer Success Playbook S3 E33 - Gilad Shriki - FunnelStory Customer Interview AI Friday

Customer Success Playbook S3 E32 - Gilad Shriki - FunnelStory Customer Interview Big Question

Customer Success Playbook Podcast 31

Customer Success Playbook S3 E30 - Marcelo Calbucci - AI Friday and PRFAQ

Customer Success Playbook S3 E29 - Marcelo Calbucci - Strategy Focus

Customer Success Playbook S3 E28 - Marcelo Calbucci - PRFAQ

Customer Success Playbook S3 E27- David Singer - AI and The Customer Experience

Customer Success Playbook S3 E26 - David Singer - Automation Balancing Act

Customer Success Playbook S3 E25 - David Singer - Human Touch in Customer Support

Customer Success Playbook S3 E24 - Martin Vogel - AI Predictive Insights

Customer Success Playbook S3 E23 - Martin Vogel - Balancing Expansion and Customer Needs

Customer Success Playbook S3 E22 - Martin Vogel - Global Support Framework

Customer Success Playbook S3 E21 - Terinee Pooler - AI Friday - Churn Risk

Customer Success Playbook S3 E20 - Terinee Pooler - Driving Feedback Through The Company

Customer Success Playbook S3 E19 - Terinee Pooler - NPS

CSP S3 E18 - Eleni Vorvis - Leveraging AI for Enhanced Customer Intelligence

CSP S3 E17 - Eleni Vorvis - Product Adoption Monitoring

CSP S3 E16 - Eleni Vorvis - Product management- Communication and Strong Relationships

CSP S3 E 15 - Mike Sabat Twilio - Meta Prompt for Success

CSP S3 E14 - Mike Sabat Twilio - The Merger of CSM and AE
