2026 predictions: Will Customer Success become Account Management or Support?
The Customer Success Pro PodcastShow Notes
Check out our team workshops: https://www.thecustomersuccesspro.com/team-event In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need for clarity in roles and outcomes. She highlights the ambiguity that has plagued customer success teams and the pressure they face to demonstrate value. Anika outlines common mistakes made in customer success practices and offers strategies for defining success in terms of customer outcomes. The episode concludes with a challenge for listeners to articulate the impact of their work in a way that resonates with business objectives. Chapters: 00:00 Introduction 01:26 The Redefinition of Customer Success 03:58 The Ambiguity of Customer Success Roles 08:33 The Pressure on Customer Success Teams 10:48 Common Mistakes in Customer Success 18:39 Strategies for Defining Customer Success 23:32 Weekly Challenge and Recap Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
More from The Customer Success Pro Podcast
Book a workshop: https://bit.ly/4wEOJbD In this episode, Tiina Kanninen, SVP of Global Customer Success at RELEX Solutions, shares insights on verified outcomes, value delivery, and how AI accelerates proving value to customers. Discover how her team builds trust, manages diverse stakeholders, and drives revenue growth through strategic customer success practices. Chapters: 00:00 Introduction to Tiina Kanninen and RELEX 02:19 Tiina's journey and team overview 04:06 The concept of verified outcomes 22:14 Impact of verified outcomes on renewals and growth 30:26 Using AI to prove value faster 43:37 Managing changing priorities and stakeholder expectations 49:46 Training and enablement for customer success teams 54:04 Future of customer success and next steps Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Connect with Tiina Kanninen: LinkedIn: https://www.linkedin.com/in/tiinakanninen/ Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies: https://thecustomersuccesspro.com/resources Business Inquiries: [email protected]
Book a workshop: https://bit.ly/4egTU9D ⇩ open me! ⇩ Anika Zubair discusses how customer success teams can truly become revenue-driving units by adopting the right operating frameworks, skills, and organizational changes. She emphasizes the importance of aligning team practices with revenue goals and provides practical steps to achieve this transformation. Chapters: 00:00 Introduction: The disconnect in customer success and revenue 02:17 The industry shift: Customer success as a revenue function 04:00 The gap between perception and reality in CS roles 07:58 The impact of unfunded mandates and organizational change 10:18 What needs to change for CS to truly own revenue 13:41 The importance of forecasting and visibility in renewal 16:02 The human cost and burnout in reactive CS teams 17:23 Training and practicing revenue conversations 20:12 The four Rs framework: Rhythm, Radar, Room, Reward 33:40 Summary of the four Rs and organizational change Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy™: https://thecustomersuccesspro.com/revup Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event Want to be my next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Download my freebies: https://thecustomersuccesspro.com/resources
FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass Anika Zubair discusses the real reasons behind missing net revenue retention targets in SaaS, emphasizing system design over talent and providing practical solutions for customer success teams to drive revenue growth. Chapters: 00:00 Introduction: Why NRR Misses Are Not Talent Problems 08:08 The Role of Customer Success in SaaS Growth 09:29 Common Systemic Mistakes in SaaS Organizations 12:08 Treating NRR as an Outcome, Not a Process 16:21 Building Effective Renewal Processes 17:12 Activity vs. Impact in Customer Success 20:52 Skills and Systems Gaps in Customer Success 23:12 What a Revenue-Driven Customer Success Team Looks Like 31:21 Weekly Challenge 36:54 Investing in Your Customer Success Skills 37:23 Closing and Next Steps Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode, Joe Di Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment. He shares insights on building scalable, automated customer success programs and the importance of data and the human touch. Chapters: 00:00 Introduction 03:03 Joe Di Grande's Background and Role at Gong 07:12 The Change from Digital CS to Revenue Architecture 11:57 Defining Digital and Scaled Customer Success 16:36 Impact of AI on Digital Customer Success 23:39 Starting an AI-Powered Digital CS Program 30:01 Data as the Foundation for AI in CS 37:43 The Future of AI in Customer Success 43:48 Quickfire Predictions and Insights Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Connect with Joe Di Grande: LinkedIn: https://www.linkedin.com/in/josephdigrande/ Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Book a call to discuss a workshop: https://bit.ly/4wEOJbD In this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth. Chapters: 00:00 Introduction: The problem with churn reporting 03:28 Understanding and calculating NRR 06:18 The shift from growth at all costs to efficiency 10:30 Why focus on existing customers for growth 16:54 How to forecast NRR effectively 20:28 Tracking leading indicators for customer health 22:18 Confidently presenting forecasts to leadership 28:41 Building a forecasting culture within your team 30:35 The importance of embedding NRR into daily reporting Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/ LinkedIn: https://www.linkedin.com/in/anikazubair/ RevUP Academy: https://thecustomersuccesspro.com/revup Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event