HeyJaredThe Customer Success Pro Podcast
This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey.
- Indexed episodes, last 90 days
- 10
- Latest publication
- Sep 16, 2026
- Audience
- Checking…
- Earliest in this view
- Jul 8, 2026
Latest episodes
Why Your Team Is Missing NRR Targets (It’s Not What You Think) (opens the original)
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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.Chapters00:00 Introduction: Why NRR Misses Are Not Talent Problems08:08 The Role of Customer Success in SaaS Growth09:29 Common Systemic Mistakes in SaaS Organizations12:08 Treating NRR as an Outcome, Not a Process
Scaling Digital Customer Success with AI with Joe Di Grande (opens the original)
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FREE Masterclass - https://www.thecustomersuccesspro.com/masterclass In this episode, Joe De 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 human touch.Chapters:00:00 Introduction 03:03 Joe De Grande's background and role at Gong07:12 The change from digital CS to revenue architecture11:57 Defini
Stop Reporting Churn. Start Forecasting NRR. (opens the original)
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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.Chapters00:00 Introduction: The problem with churn reporting03:28 Understanding and calculating NRR06:18 The shift from growth at all costs to efficiency10:30 Why focus on exist
Your First 90 Days Owning an NRR Number: The VP of Customer Success Operating Plan (opens the original)
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Book a workshop: https://bit.ly/4wEOJbD Anika Zubair shares a comprehensive guide for new and aspiring VP of Customer Success, focusing on how to manage and improve net revenue retention (NRR) in the first 90 days. She emphasizes the importance of data, systematized processes, and leadership mindset to succeed in a revenue-driven customer success role. Chapters: 00:00 Introduction 09:37 The importance of a proactive operating system 13:41 Training teams on commercial skills 16:24 The mistake of
The CS Playbook Is Broken: Change Management in the AI Era with Tom Ronen (opens the original)
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Join RevUP VIP: https://bit.ly/45Bb9yz In this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch. Connect with Tom Ronen: https://www.linkedin.com/in/tom-ronen-83b6a1118/ Chapters: 00:00 Introduction to Tom Rennan 04:16 Tom's background and trans
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