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
147 episodes
Customer Success Playbook - Final Episode with Kevin and Roman
This finale feels less like an ending and more like a graduation ceremony for everyone who has ever cared about Customer Success.In this closing chapter of the customer success playbook podcast, Kevin Metzger and Roman Trebon look back o...
Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI
Dive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining ...
Customer Success Playbook Podcast S3 E71 - Adrian Swinscoe - Unlocking Value in Customer Journeys
Ready to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the b...
Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer Storytelling
Ready to shake up your customer experience approach with some no-fluff, straight-to-the-point wisdom? In this episode, Adrian Swinscoe – author of *Punk CX* and *How to Wow* – joins Roman Trebon to deliver a masterclass on how real, actionable dat...
Customer Success Playbook S3 E69 - Gayle Gorvett - Scaling AI Governance Without Killing Innovation
How do you build AI governance that scales without becoming the innovation police? In our final conversation with tech lawyer Gayle Gorvett, we tackle the ultimate balancing act facing every organization: creating robust AI oversight that moves...
Customer Success Playbook S3 E68 - Gayle Gorvett - Who's Liable When AI Goes Wrong?
When AI systems fail spectacularly, who pays the price? Part two of our conversation with global tech lawyer Gayle Gorvett tackles the million-dollar question every business leader is afraid to ask. With federal AI regulation potentially paused...
Customer Success Playbook S3 E67 - Gayle Gorvett - AI Governance Essentials
Ready to navigate the complex world of AI governance without getting lost in legal jargon? This episode delivers a masterclass in building ethical AI frameworks that actually work for your business. Global tech lawyer and fractional general cou...
Customer Success Playbook Podcast S3 E66 - Jake McKee - AI Experience Design
The final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relation...
Customer Success Playbook Podcast S3 E65 - Jake Mckee - Community VS Data Driven Road Map
What happens when passionate customer feedback clashes with cold, hard data? Jake McKee tackles this age-old product dilemma with wisdom earned from years at Lego and building communities for Fortune 500 brands. This episode of the customer suc...
Customer Success Playbook S3 E 64 - Jake McKee - AI Voice and AI Adoption
The future of AI isn't just about technology—it's about relationships. Jake McKee, renowned as "the community guy," delivers a paradigm-shifting perspective on AI adoption that goes far beyond features and functionality. Rather than getting cau...
Customer Success Playbook Podcast S3 E63 - AI Revolution in Customer Success: From Chorus to Custom GPTs
AI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation i...
Customer Success Playbook Podcast S3 E62 - John Huber - Who Should Really Own Upsells and Cross-sells?
Wednesday brings the burning question that divides CS and sales teams everywhere: who should own expansion revenue? John Huber tackles this contentious topic with nuanced insights drawn from his experience managing both dedicated CS-led expansi...
Customer Success Playbook Podcast S3 E61 - John Huber - Blueprint for Strategic Alignment
SummaryThis episode kicks off a compelling three-part series featuring John Huber, founder of Customer Success Architects, who brings two decades of experience building CS functions across five different SaaS companies. The co...
Customer Success Playbook Podcast S3 E60 - Kristen Nolan - How AI Can Strengthen Client Relationships
The Customer Success Playbook podcast wraps up its enlightening three-part series with Kristen Nolan of Interview Valet by exploring the delicate balance between technology and human connection. In this forward-thinking discussion, Kristen reve...
Customer Success Playbook Podcast S3 E59 - Kristen Nolan - Get Out There
The Customer Success Playbook podcast delivers a thought-provoking exploration of confidence building in this captivating episode featuring Kristen Nolan of Interview Valet. Hosts Roman Trebon and Kevin Metzger guide a discussion that dives int...
Customer Success Playbook Podcast S3 E58 - Kristen Nolan - Master Your Life with Practical Time Management Tips
In this eye-opening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger welcome Kristen Nolan, Senior Client Account Manager at Interview Valet. As a military spouse, mother of three, and active community volu...
Customer Success Playbook Podcast S3 E57 - Elizabeth Harrin - AI Friday Special: Elizabeth Harrin's Guide to Smart Project Management Automation
As artificial intelligence promises to revolutionize project management, many professionals feel caught between excitement and overwhelm. In this AI Friday finale of their three-part series, Kevin Metzger and Roman Trebon explore with Elizabeth...
Customer Success Playbook Podcast S3 E56 - Elizabeth Harrin - Blueprint for Managing Competing Project Demands
When multiple projects collide with competing deadlines, stakeholder management becomes an art form. In this dynamic episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon continue their conversation with Elizabeth Harrin, exp...
Customer Success Playbook Podcast S3 E55 - Elizabeth Harrin - Stop the Burnout
Ever feel like you're juggling flaming torches while riding a unicycle? That's modern project management for you. In this episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon welcome Elizabeth Harrin, the mastermind behind t...
Customer Success Playbook Podcast S3 E54 - Katie Smith - How to Use AI in Marketing Without Losing Your Brand Voice
In this final part of the Katie Smith trilogy on the Customer Success Playbook, we enter the brave new world of AI and marketing. Host Kevin Metzger explores the promises and pitfalls of generative tools with Katie, who brings her thou...
Customer Success Playbook Podcast S3 E53 - Katie Smith - Building the Bridge: Aligning Marketing and Customer Succes
Back for part two with Katie Smith on the Customer Success Playbook, and this time we’re tearing down silos. In this Wednesday edition, host Kevin Metzger guides a conversation focused on how to bring marketing and customer succe...
Customer Success Playbook Podcast S3 E52 - Katie Smith - From Stagnation to Strategy
This episode of the Customer Success Playbook podcast is a breath of fresh Livingston, Montana air. Kevin Metzger sits down with Katie Smith, fractional CMO and founder of Wild Path Consulting, to unpack how strategic marketing and pro...
Customer Success Playbook S3 E51 - Joe Di Grande - Understand the Goal
Close out the week with a power-packed episode of the Customer Success Playbook, as Roman Trebon and Kevin Metzger welcome Joe Di Grande for a lively Friday discussion on AI in customer success! Joe shares an honest look at how AI can superchar...
Customer Success Playbook PS3 E50 - Joe Di Grande - Your CS Tech Stack
Gear up for an energizing discussion on tech stacks and smart scaling! In this midweek episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon welcome Joe Di Grande back to tackle a pressing issue: bloated CS tech stacks. Joe s...
Customer Success Playbook S3 E49 - Joe Di Grande - Tech Touch
Ready to rethink your approach to customer success without draining your budget? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Joe Di Grande, founder of Joe DE's Tech Touch, to demystify te...