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- Per-Episode Audience
Est. listeners per new episode within ~30 days
1,001 - 10,000 - Monthly Reach
Unique listeners across all episodes (30 days)
5,001 - 25,000 - Active Followers
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501 - 5,000
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On the show
Recent episodes
Cultural intelligence in customer success with Jomilsa Sousa
Oct 13, 2025
Unknown duration
How AI is redefining the CSM role with Adam Parsons
Sep 30, 2025
Unknown duration
How customer success impacts GTM with Akash Singh
Sep 24, 2025
Unknown duration
Redefining customer experience with Raymond Otero, Microsoft
Aug 28, 2024
Unknown duration
Emotional intelligence in customer success with Jenelle Friday
Aug 8, 2024
Unknown duration
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| Date | Episode | Description | Length | ||||||
|---|---|---|---|---|---|---|---|---|---|
| 10/13/25 |  Cultural intelligence in customer success with Jomilsa Sousa | Why UK playbooks differs in the GCC? Jomilsa Sousa shares culture-first CS tactics, travel-to-renew insights, and how to adapt from tech touch to human touch. | — | ||||||
| 9/30/25 |  How AI is redefining the CSM role with Adam Parsons | In this episode of the CS School podcast, we're joined by Adam Parsons, Client Success Director at Degreed, to explore how AI is transforming the role – from task-driven execution to insight-driven strategy. We break down where AI adds real value today (research, news analysis, and client intelligence), how to experiment with the right tools, and why curiosity and intentionality will separate leaders from laggards. | — | ||||||
| 9/24/25 | How customer success impacts GTM with Akash Singh | In this episode, we're joined by Akash Singh, Head of Customer Success (APJ) at Software AG, about the importance of customer success in go-to-market (GTM) strategy. We discuss driving adoption, navigating compliance and user privacy, evaluating customer success team performance, and aligning CS with GTM culture. | — | ||||||
| 8/28/24 |  Redefining customer experience with Raymond Otero, Microsoft | In this episode of CS School, we're joined by Raymond Otero, the Director of Global Customer Experience (Strategic Programs) at Microsoft, about the intersection of customer experience (CX) and customer success (CS). | — | ||||||
| 8/8/24 |  Emotional intelligence in customer success with Jenelle Friday | In this episode, we're joined by Jenelle Friday, VP of Customer Success at Forecastable, about emotional intelligence (EQ) and its importance in customer success. We discuss the four pillars of emotional intelligence: self-awareness, self-management, social awareness, and relationship management. Janelle emphasizes the need for self-awareness as the foundation of emotional intelligence and the importance of understanding oneself and one's emotional triggers. | — | ||||||
| 6/5/24 |  CS Ops: The innovative frontier of customer success with Roger Mendez | In this episode, we're joined by Roger Mendez, Global Leader, Strategic Programs, Customer Success & Acceleration at Cisco, about the critical role of customer success operations, AKA "CS Ops." | — | ||||||
| 4/11/24 | How to onboard a new Customer Success Manager with Jess Galenski | Onboarding new CSMs is crucial for their success and the success of the company. In those first 90 days, you have the opportunity to establish the mold of your customer success team and determine its future. In this episode, we're joined by Jess Galenski, Director of Customer Success at Apryse, to discuss how she onboards her new Customer Success Managers to set them, and their future clients, up for success. Takeaways: Set clear goals and milestones for new hires during their onboarding process. Provide resources and training documents to help new CSMs learn about the company, systems, processes, and products. Facilitate connections with other teams and stakeholders to help understand the company's ecosystem. Encourage your new hires to be curious, ask questions, and provide feedback to improve the onboarding process. Onboarding practices should be sustainable and scalable to accommodate the growth of the company. | — | ||||||
| 3/14/24 | CSMs: The customer's guide to advocacy with Cristy Rahman | Most companies drop the ball when nurturing customers into passionate advocates. Advocacy is the real payoff. So, why are so many companies getting it wrong? For customer success specialist Cristy Rahman, CSMs are the customers' compass toward advocacy.In this episode, we dive deep into the vital role Customer Success Managers play in championing their clients and ensuring lasting success - bridging that critical gap between closing the deal and nurturing long-term customer relationships.Cristy brings a wealth of experience from her background in sales and her passion for customer success. She shares how shifting from transactional sales interactions to prioritizing relationships completely transformed her approach to customer success.What we discussedIn this insightful episode, Cristy opens up about the transformative journey of CSMs toward championing customer advocacy, focusing on key areas such as:Her transition from sales to customer success and its profound effect on cultivating deeper customer connections.The critical importance of seamlessly passing the baton from sales to you, the CSM, to kickstart the advocacy journey.Essential strategies you can employ to build rapport and trust, laying the groundwork for strong advocacy.How to navigate the bumps along the way and keep your customers' trust when outcomes fall short of expectations.The power of empathy and proactive communication in solidifying your relationship with customers.Actionable advice tailored for you, the CSM, to foster advocacy by aligning with customer goals and sharing valuable insights for shared victories.Aiming beyond mere satisfaction to extend customer lifetime value through deliberate advocacy and partnership efforts. | — | ||||||
| 2/21/24 | Redefining customer advocacy with Haig Kingston, OpenBlend | Do your customers rave about your brand to friends and colleagues? They should! Turning satisfied customers into loyal advocates is essential today. Yet most companies drop the ball when it comes to post-sale customer experience. In this episode, we’re exploring why customer success teams must radically shift their approach to spark organic advocacy and word-of-mouth marketing in an online review world. We chewed the fat with CX maestro, Haig Kingston, Head of Customer Success at OpenBlend, on how to obsess over lifetime customer value, foster brand loyalty, and leverage your happiest customers as a secret sales team. | — | ||||||
| 2/7/24 | Demystifying digital customer success with Alex Turkovic | Joining us on this episode of the CS School podcast is Alex Turkovic, Director of Adoption Programs (Digital Customer Success & Customer Education) at Snow Software. Alex and our host Grace delve into the fascinating confluence of digital customer success. This episode is a treasure trove of wisdom for anyone looking to demystify digital customer success and leverage it to its full potential. Alex expertly navigates through the complexities of digital customer engagement, the critical role of generative AI, and the indispensable balance between technology and human interaction. With engaging anecdotes and practical advice, the conversation reveals how digital customer success strategies can not only simplify processes but also significantly amplify the impact of customer success teams. Whether you're a customer success professional aiming to refine your strategy, or simply curious about the future of customer engagement, this episode offers valuable insights into making digital customer success a driving force in your organization.With a rich background that spans audio engineering in the music industry to leading customer education and digital customer success initiatives, Alex brings a unique perspective to the table, shedding light on the transformative power of digital tools and strategies in enhancing customer journeys. | — | ||||||
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| 1/30/24 | Speaking segmentation | Kimberly Ayala, Akeneo | “How do I see tech touch coming into play? I see that it’s really going to make a difference, specifically, if you’ve got one customer who isn't going to respond well to a QBR, or who perhaps doesn't want a biweekly call. We need to make sure they’re engaged in other ways."Customer segmentation is an indispensable part of customer success. Without it, you can’t truly aim to provide every customer with the service and experience they require. In this episode of CS School, we sat down with Kimberly Ayala, Director of Customer Success (North & South America) at Akeneo, and chatted about everything segmentation-related. Digital segmentation, AKA “tech touch” is touted as a vital approach in all businesses, but how and why is it employed? Tune in to find out just how Akeneo’s customer success team tackles this crucial topic.Key topicsHow you can customize your tech touch approach for different segmentsAkeneo’s secret recipe for efficiency through technologyWhat automation and AI really mean for segmentationHow you can segment to monetize customer successThe trick to balancing tech touch with customer expectationsKimberly’s advice to overcoming challenges with customer segmentationResourcesConnect with Kimberly on LinkedInDon’t miss her talk at Customer Success Festival New YorkBe a part of the conversation in the CSC Slack channelBecome a member and tap into a bank of expert-vetted resourcesA little about our guestCustomer success has been Kimberly’s calling for over a decade now – you could say she’s one of the OG's in this field! Her passion for helping customers achieve their goals lit a fire early on. She loves rolling up her sleeves, getting scrappy, and doing whatever it takes to drive success.The thrill of project management combined with genuine connection with people makes customer success the perfect space for her. Now Kimberly’s fortunate to lead a team of remarkable CSMs. It's deeply fulfilling to help them grow into their own as professionals. Be on the pod!Did you enjoy this episode? If so, please subscribe to the CS School podcast and leave a rating and/or a review – we appreciate your support! Alternatively, you can speak to us on our socials, or get involved with the discussion on the Customer Success Collective Slack channel.Have you got something to say? Perhaps you wanna be on the podcast, or know someone who’d be a great guest? Get in touch, contact hello@customersuccesscollective.com. 📩 | — | ||||||
| 11/24/23 | Harmonizing the hustle between customer success and sales: Part 2 | In the second installment of our podcast two-parter that inspects the relationship between customer success and sales, we had the pleasure of being joined this time by Taylor Hodges, the Global Head of Customer Success at JLL Technologies, who shared invaluable insights from their journey in customer success. Taylor revealed how JLL has ingeniously aligned their sales and customer success teams by industry verticals. This innovative approach involves the formation of “pods” – small, focused teams consisting of a sales rep, a CSM, and a Product Manager. Wanna hear more about how JLL defines and distinguishes their roles and RACI? Hit play and you'll find out. | — | ||||||
| 11/8/23 | Harmonizing the hustle between sales and customer success: Part 1 | Balancing your sales and customer success functions is crucial for any growing business seeking to drive revenue while delivering ongoing value. But there are ongoing questions that surround both customer success and sales functions: who’s responsible for revenue growth, customer outcomes, and new acquisition metrics, and how can C-suite leadership create alignment between the two?There isn’t anyone better suited to answer our burning questions and shed light on this critical topic than Chris Dishman, SVP of Customer Success at Totango. We sat down with Chris and dived into the nuances between these two pillars, specifically how to:Navigate how the customer success role has evolved in relation to sales,Choreograph collaboration between the teams,Steward seamless transitions and handoffs,Intertwine metrics for mutually reinforced success.Get your AirPods ready for practical wisdom on fostering a tight-knit relationship between sales and CS from one of SaaS's most respected CS leaders. | — | ||||||
| 10/17/23 | Same goal, different playbook: CSM role variety across companies | Romiel Noumbissi | This one goes out to the people in the back: customer success is not monolithic. It’s all well and good talking about the ins and outs of the CSM role, but one size definitely doesn't fit all.CSM roles can vary wildly depending on the organization's priorities and business model. In some companies, CSMs are sales superstars who live and breathe renewals and upsells. But in other organizations, CSMs take on more of a project manager hat, directing and overseeing the successful delivery of the product or service. So while all CSMs want happy customers and shared value, their day-to-day reality can be quite different depending on whether their employer wants them to be a sales machine or a delivery guru.This important nuance is what brings Romiel Noumbissi, Customer Success Manager at Synup, back on the podcast. Tune in to find out just how to evaluate these very different CSM roles.Key points:Which key metrics are utilized by sales-focused CSMs vs. project-delivery CSMs.Onboarding is crucial across both models to form a good vendor reputation and relationship with the customer.Achieving time to first value requires understanding the customer's use case, maintaining open communication, and setting realistic expectations.When transitioning between models, CSMs should understand the new organization's expectations, draw connections from their experience, and ask questions about the role in interviews.CSMs should tailor their resumes and highlight relevant metrics - sales-focused roles may highlight revenue metrics more, while project-focused roles emphasize delivery metrics. | — | ||||||
| 9/26/23 | How to perfect customer implementation | Deanna Sotolongo | The journey from a customer's first interaction with your product to their long-term success hinges on one crucial phase: customer implementation. It bridges a promising sales pitch and the tangible value a customer derives from your service. Deanna Sotolongo, Senior Implementation Manager at Catalyst, joins us on the podcast to provide us with a deep dive into the nuances of customer implementation, shedding light on Catalyst's unique approach and sharing invaluable insights that every SaaS company can benefit from.Key discussion pointsAdoption vs. implementationThe Catalyst approach to implementationThe Sales-to-CS handoverStakeholder involvementValue realization metrics | — | ||||||
| 9/12/23 | Scaling customer success with community | Wes Gibson | Catalyst’s very own Scale Customer Success Manager, Wes Gibson, talks us through the significance of communities in relation to customer success scale programs. If you weren’t convinced about the value community brings to the table before this episode, rest assured you’ll be setting your own up in no time. Key discussion pointsWhy community is the backbone of Catalyst’s organization How to keep a human-touch approach when scaling with communitiesAdding value to your communityIncorporating SLAs ResourcesConnect with Wes on LinkedInCarry on the conversation in the CSC community Slack channelBecome a member and tap into a bank of expert-vetted resourcesUnearth about the power of community-led growthLearn more about Catalyst | — | ||||||
| 9/5/23 | Building high-performing customer success teams | Amy Oilman | Want to discover the secrets to building and growing high-performing customer success teams? Amy Oilman, RVP of Customer Success at RingCentral lets us into a secret: it's all about hiring strategies, supportive leadership, and the importance of diversity, equity, and inclusion. Key discussion pointsThe process of building a customer success team.The strategies for attracting and vetting high-performing customer success professionals.Setting the "rules of the road" for CSMs to work independently and effectively.The importance of diversity, equity, and inclusion (DEI) in building a high-performing customer success team.ResourcesAttend Customer Success Festival in San Francisco on September 19-20, 2023.Connect with Amy on LinkedIn to continue the conversation.Learn how to build your own customer success team, and get accredited with our specialist online course: Building a Customer Success Team Certified.Chat with other CS leaders in the CSC Slack channel for more tips and tricks. | — | ||||||
| 8/29/23 | Preparing for the next stage of customer success | Carlos Quezada | With the rise of the subscription model over the last 20 years, customer success has radically changed. But what will it look like in years to come? How will CSMs adapt to this brave new world?Answering this question is Carlos Quezada, VP of Customer Experience Strategy, Automation & Enablement at Hewlett Packard Enterprise, who probes into the past, present, and future of customer success. | — | ||||||
| 8/16/23 | How to ingrain a human-first approach in your workplace | Danielle Martin | In this captivating episode of the CS School podcast, we're joined by Danielle Martin, Senior Customer Success Manager at TryHackMe. Danielle believes that a genuine commitment to customer success requires a human-first approach. Join us as we delve into the essence of being human-first, and discover how you can incorporate this approach into your own customer success strategy. Don't miss out on this enlightening conversation!Key talking points➡️ What it means to be “human-first”➡️ How to advocate a human-first approach internally➡️ Resolving conflict by being human-first ➡️ The effect of human-first on customers➡️ Software solutions to aid a human-first approach➡️ Challenges to human-first➡️ The difference between sales and customer-led companiesResources➡️ Attend Customer Success Festival in London on November 29-30, 2023➡️ Connect with Danielle on LinkedIn to continue the conversation.➡️ Become leadership certified by taking the Customer Success Leadership Accelerator Program➡️ Chat with other CSMs in the CSC Slack channel for more tips and tricks.➡️ Schedule a demo with Vitally | — | ||||||
| 8/8/23 | Incorporating customer-led growth strategies into your daily operations | Dutta Satadip | Aspiring toward customer-led growth doesn’t have to be a pipe dream, a concept punctuated with the addendum, “One day we’ll get there!” You can start applying customer-led strategies right now. But how? In this episode of the CS School podcast, customer success leader, Dutta Satadip, joins us on the podcast to discuss how Customer Success Managers (CSM) can be customer-centric. It doesn’t have to be a company-wide initiative; it can be small achievable steps to incorporate into your daily operations.Key talking points➡️ Common daily challenges which can be solved with customer-led growth➡️ How CSMs can shift their mindset to become more customer-centric➡️ Handling negative feedback while being customer-led➡️ Tools to boost customer-centricity➡️ Dutta’s upcoming session at Customer Success Festival in San Francisco on September 19-20, 2023Resources🫂 Connect with Dutta on LinkedIn.📝 Access a bank of vetted, tried-and-tested customer success templates with a CSC Pro membership – allowing you to free up your time and focus on customer-centric strategies.📣 Chat with other CSMs in the CSC Slack channel for more tips and tricks.🎧 Schedule your demo with Vitally | — | ||||||
| 8/1/23 | Navigating the customer success hiring journey | Romiel Noumbissi | Whether you're looking to break into the customer success field, or are looking to climb the CS career ladder, figuring out how to best position your experience in job applications and interviews can be tough. Seriously, where do you start when it's so competitive out there?Discussing this, and more, is Romiel Noumbissi, who has much to share on the customer success hiring journey – from résumé-writing and interview prep, all the way to networking.Don't miss out on this firecracker of an episode.Key discussion points➡️ How to craft a stand-out résume to catch the attention of employers➡️ The importance of storytelling during the interview process➡️ Staying up-to-date with industry trends➡️ Strategies to provide thoughtful and impactful interview responses➡️ Tips for building and maintaining a solid network within the CS community➡️ The role of LinkedIn in the recruitment gameResources➡️ Connect with Romiel on LinkedIn to continue the conversation.➡️ Give your job hunt the best possible start with a CSC Pro membership.➡️ Chat with other CSMs in the CSC Slack channel for more tips and tricks. | — | ||||||
| 7/25/23 | Climbing the customer success career ladder | Shawna Partin | In the vast sea of information swirling around (yes, we're talking about you, LinkedIn...👀), there's a persistent buzz about "leveling up" and "ascending the career ladder." But how does one truly achieve that? How can you genuinely make a meaningful impact and apply transformative skills to propel your career forward?This is an immense subject, especially relevant in the current volatile economic landscape, and it's something that will remain pertinent for years to come: the art of excelling in customer success.Join us on the CS School podcast as we welcome Shawna Partin, a seasoned Senior Customer Success Manager at Catalyst. Shawna's extensive experience at Catalyst and her diverse professional journey make her the ideal guest to delve into this crucial topic.Whether you choose to tune in during your daily commute or while savoring your morning cup of coffee, don't miss our latest episode of the CS School podcast. Gain valuable insights on how to ascend the ever-important customer success career ladder.Key points of discussion include:Daily activities that contribute to career progressionNavigating the realm of enterprise accountsAwareness of emerging trends for CSMsEvolving landscape of customer successGeneral advice and clever strategies to elevate your game. | — | ||||||
| 7/18/23 |  A practical guide to customer renewals | Mel English | This episode delves into a pivotal aspect of customer success – the renewal process. Yes, we've previously talked about onboarding, customer health scores, success plans, and more. Now, it's time to uncover how to keep the relationship strong when a subscription comes to an end. 🔄Key discussion pointsAutomating timely renewal kick-offs Holding mutually-beneficial renewal discussionsMaking renewals outcomes-based Driving predictability in your renewal forecast Standardizing the renewals process Aligning your renewals with the overall business | — | ||||||
| 7/10/23 | Leveraging technology to scale customer success | Achraf Maouloudi | In this podcast episode, we had the privilege of interviewing Achraf Maouloudi, an experienced CS professional who shares valuable insights on the power of technology in scaling CS operations.Discover Achraf's journey into customer success, the importance of maturity assessments before tech investments, the role of technology in scaling CS, leveraging customer journey mapping with technology, personalizing customer success approaches, recommended tech stacks, and building a business case for tech investments. Get ready to optimize your customer success strategy with cutting-edge technology. Let's dive in!Connect with Achraf on LinkedInBe a part of the conversation in the CSC Slack channelBecome a member and tap into a bank of expert-vetted resources | — | ||||||
| 6/15/23 | Value-led customer success frameworks | Haig Kingston | Value needs to be at the core of every business decision, whether it's marketing campaigns, sales calls or onboarding new customers. Value is vital. Haig Kingston explores how CSMs can implement value-led customer success frameworks to truly make your customers realize value at every step of their post-sales journey.Key talking pointsUnderstanding what “value” meansHow to measure value realization. The five pillars of customer success.A real-life example where a value-led customer success framework significantly improved a customer's experience.ResourcesFollow Haig on LinkedInJoin the conversation in the CSC Community Slack channelAccess a treasure trove of ready-made templates and frameworks | — | ||||||
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