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
66 episodes
Customer Success Playbook Postgame Season 2 Episode 43 - Vitor Meira - Scalling Customer Success
This episode explores the challenges and strategies of scaling customer success operations, featuring Vitor Meira, Senior Customer Success Manager at Zendesk. The discussion covers managing large customer portfolios, leveraging AI for enhanced ...
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Season 2
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Episode 43
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14:07
Customer Success Playbook Season 2 Episode 42- Vitor Meira - Scaling Customer Success
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage with Vitor Meira, a senior customer success manager at Zendesk, to explore the intricacies of managing large-scale customer success operations...
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Season 2
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Episode 42
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31:25
Customer Success Playbook - Season 2 Episode 41 - Peter Armaly Postgame Show
The conversation delves into the intricacies of the customer lifecycle, challenging the oversimplified view many companies hold. Armaly introduces the concept of customer satisfaction as a dynamic, wave-like journey, emphasizing the importance ...
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Season 2
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Episode 41
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13:19
Customer Success Playbook Season 2 Episode 40 - Peter Armaly - Navigating the Customer Lifecycle
SummaryIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in an insightful discussion with Peter Armaly, about the intricacies of the customer lifecycle. The conversation de...
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Season 2
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Episode 40
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33:56
Customer Success Playbook Season 2 Episode 39 - Sadee Akhtar - Collaboration
In this episode of the Customer Success Playbook Podcast, host Kevin Metzger interviews Sadee Akhtar, a tech leader specializing in optimizing collaboration between customer success (CS) and professional services (PS) teams. Sadee shares six ke...
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Season 2
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Episode 39
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29:27
Meredith Mann Customer Success Playbook- PostGame Season 2 Episode 38
In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger discuss their innovative use of AI to create a post-game show. The episode features insights from an interview with Meredith Mann from LinkedIn, expl...
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Season 2
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Episode 38
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9:45
Customer Success Playbook Podcast Season 2 Episode 37 - Meredith Mann - AI in CS at LinkedIn
SummaryIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in an insightful conversation with Meredith Mann, Director of Global Consulting Services at LinkedIn. The discussion revo...
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Season 2
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Episode 37
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25:03
Customer Success Playbook Special Episode Celebrating 5000 Downloads
This special episode of Customer Success Playbook celebrates 5,000 downloads by using AI to analyze and synthesize insights from past episodes. The AI-generated conversation covers key trends in customer success, focusing on the impact of artif...
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Season 2
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Episode 36
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27:33
Customer Success Playbook Season 2 Episode 35 - Jasmine Reynolds - Agile Onboarding
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interview Jasmine Reynolds, a Customer Success Manager at Pluralsight, about applying Scrum methodologies to customer onboarding. Jasmine discusses h...
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Season 2
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Episode 35
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24:50
Customer Success Playbook Season 2 Episode 34 -CSInsider edition with Justin Chappell - Customer Education Strategy
Summary: In this special CSP-CSI edition, hosts Roman Trebon and Kevin Metzger dive deep into the world of customer education with Justin Chappell, CSCX Strategic Advisor at Growth Molecules. Justin shares invaluable insight...
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Season 2
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Episode 34
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34:48
Customer Success Playbook Podcast Season 2 Episode 33 - Katie Clark - Buy in from Internal Stake Holders
In this episode, hosts Roman Trebon and Kevin Metzger interview Katie Clark, Implementation Manager at PocketHealth, about the critical process of securing internal stakeholder buy-in for major initiatives. Katie shares her expertise on underst...
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Season 2
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Episode 33
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23:35
Customer Success Playbook Season 2 Episode 32 - Kristine Kukich - AI and Customer Education
AI Revolutionizing Customer Education: Insights from Kristine KukichIn this enlightening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger dive deep into the transformative impact of AI on cust...
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Season 2
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Episode 32
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31:47
Customer Success Playbook Season 2 Episode 31 - Preethie Vimalan - Mastering the Customer Journey
Mastering the Customer Journey: Insights from Freshworks' Preethie VimalanIn this insightful episode of the Customer Success Playbook Podcast, host Roman Trebon engages in a thought-provoking conversation with Preethi Vimalan, Ma...
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Season 2
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Episode 31
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23:19
Customer Success Playbook Podcast Season 2 Episode 30 - Mastering First Value Delivery with Jarvis Harris
In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in a dynamic conversation with Jarvis Harris, Global Head of Customer Success and Renewals at Xactly. The discussion revolves aroun...
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Season 2
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Episode 30
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35:35
Customer Success Playbook Season 2 Episode 29 - Romand and Kevin discuss 50 Episodes
In this special edition reviewing 50 episodes of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger take a moment to celebrate a significant milestone. The duo reflects on their journey from the podcast's incep...
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Season 2
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Episode 29
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17:55
Customer Success Playbook Podcast Season 2 Episode 28 - Five9 - Partner Success
In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger delve into the often-overlooked realm of Partner Success within the SaaS industry. Joined by Pauline Van Backle, Partner Success Manager, an...
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Season 2
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Episode 28
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28:23
Customer Success Playbook Podcast Season 2 Episode 27 -Irit Eizips - The Customer Method
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Irit Eizips, a world-renowned expert in customer success strategies and the mastermind behind Keep Your Customers. With accolades, including ...
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Season 2
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Episode 27
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37:04
Customer Success Playbook Podcast Season 2 Episode 26 - Kevin Maufer - Ideal Customer Profile
In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Kevin Maufer, Principal Consultant and Fractional Leader at CX Services. With over 25 years of experience in customer-facing roles...
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Season 2
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Episode 26
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28:55
Customer Success Playbook Podcast Season 2 Episode 25 - Swati Garg - CS Leaders
In the latest episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interviewed Swati Garg, a renowned entrepreneur and thought leader in customer success (CS). The discussion delved into the evolving role of CS...
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Season 2
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Episode 25
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24:48
Customer Success Playbook Podcast Season 2 Episode 24 -Alok Shulka - FunnelStory
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Alok Shukla, co-founder of FunnelStory, to discuss how AI and data analytics are revolutionizing customer success. FunnelStory is a platform ...
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Season 2
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Episode 24
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33:15
CSP S2 E23 - Rachel Provan - Imposter Syndrome
In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger are joined by Rachel Provan, founder and CEO of Provan Success. Rachel, a top 25 customer success leader turned brain-based CS leadership ...
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Season 2
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Episode 23
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24:13
Unlocking AI-Powered Customer Support: Exclusive Insights from TheLoops CTO, Ravi Bulusu
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger sit down with Ravi Bulusu, the co-founder and CTO of TheLoops. Ravi shares insights on how TheLoops, an AI-driven intelligence support operations pla...
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Season 2
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Episode 22
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29:05
Customer Success Playbook Podcast Season 2 Episode 21 - DataPlant The Game Has Changed - Samuel Cummings
In this episode of the Customer Success Playbook podcast, we're excited to host Samuel Cummings, CEO of DataPlant, who is at the forefront of revolutionizing customer success through AI and data science. Samuel shares his fascinating journey fr...
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Season 2
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Episode 21
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28:15
Customer Success Playbook Podcast Season 2 Episode 20 - From Chaos to Clarity: The GuideCX Way- Peter Ord
In this episode of the Customer Success Playbook podcast, we welcome Peter Ord, Founder and CEO of GuideCX, to discuss the future of customer onboarding and implementation. GuideCX is revolutionizing the way companies handle customer onboarding...
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Season 2
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Episode 20
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33:18
Customer Success Playbook Podcast Season 2 Episode 19 - Nik Mijic - Matik
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Nik Mijic, founder of Matik, to discuss innovative solutions for automating data-driven content creation. Matik's platform simplifies the gen...
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Season 2
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Episode 19
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20:33