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
56 episodes since 2023
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...
September 17, 2024
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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...
September 10, 2024
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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...
September 03, 2024
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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...
August 27, 2024
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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...
August 22, 2024
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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...
August 20, 2024
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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 ...
August 13, 2024
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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...
August 06, 2024
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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...
July 30, 2024
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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 ...
July 23, 2024
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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 ...
July 16, 2024
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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...
July 08, 2024
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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...
June 25, 2024
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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...
June 19, 2024
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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...
June 12, 2024
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Season 2
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Episode 19
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20:33
Customer Success Playbook Season 2 Episode 18 - Week in review
Get ready for an exhilarating episode of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger take you on a journey through the latest buzz in the customer success world.First up, they recount the smashi...
June 05, 2024
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Season 2
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Episode 18
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9:19
Customer Success Playbook Season 2 Episode 17 - Week in Review
Welcome to Season 2, Episode 17 of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger review the latest in customer success news and insights. They discuss standout articles on leadership within CSM roles, in...
May 28, 2024
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Season 2
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Episode 17
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25:28
Customer Success Playbook Podcast Season 2 Episode 16 - Pulse Recap
In the latest episode of the Customer Success Playbook Podcast, Kevin Metzger recapped his recent trip to St. Louis for the Gainsight Conference. The episode covered his experiences from networking events to insightful sessions on AI and custom...
May 21, 2024
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Season 2
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Episode 16
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19:46
Customer Success Playbook Season 2 Episode 15 - The week in review
In the recent episode of the "Customer Success Playbook" podcast, hosts Roman Trebon and Kevin Metzger delved into a week filled with personal anecdotes, customer success strategies, and community-building within the industry. Key discussions i...
May 09, 2024
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Season 2
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Episode 15
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16:14
Customer Success Playbook Season 2 Episode 14 - Kristi Faltorusso
Introduction:In Season 2, Episode 14 of the "Customer Success Playbook" podcast, Kristi Faltorusso, Chief Customer Officer at Client Success, shares her journey of developing a c community. Her candid discussion covers the initial as...
April 29, 2024
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Season 2
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Episode 14
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49:21
Customer Success Playbook Season 2 Episode 13 - This week in CS 1
Summary:In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the shifting landscape of customer success (CS). The discussion highlighted several pivotal trends:Incre...
April 22, 2024
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Season 2
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Episode 13
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19:23
Customer Success Playbook Season 2 Episode 12 - Angeline Kish - DEI
Angeline Kish, Director of Customer Success at VMware by Broadcom, shared her insights on diversity, equity, and inclusion (DEI). As a recognized leader in customer success and DEI strategies, Angeline has been instrumental in launching influen...
April 15, 2024
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Season 2
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Episode 12
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27:18
Special Episode - CSP Anthem Rock 1
Tune in and listen to our new special episode Customer Success Playbook Anthem Rock 1.
April 13, 2024
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1:27
Customer Success Playbook Season 2 Episode 11- LinkedIn Topics
In the ever-evolving landscape of customer success, the latest edition of the Customer Success Playbook podcast, hosted by Roman Trebon and Kevin Metzger, delved into crucial strategies for enhancing customer success metrics, leveraging LinkedI...
April 09, 2024
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Season 2
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Episode 11
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17:04
Customer Success Playbook Season 2 Episode 10 - Postgame - Chad Estees, KPI, and the ATLCS Summit
Navigating the Landscape of Customer Success: Insights from Kevin and Roman's Discussion with Chad EstesExecutive Summary:In a recent insightful dialogue, Kevin Metzger and Roman Trebon delved...
April 01, 2024
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Season 2
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Episode 10
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13:34