Customer Success Talks: Real Challenges, Experts' Advice
By Bayron Toruño
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Category: Management
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Episodes: 103
Description
Customer success skills, career advice and real CSM conversations. Customer Success Talks is for CSMs in their first years and anyone breaking into customer success. We cover what the job actually demands: onboarding, adoption, churn, and expansion, plus the skills nobody trains you on, like communication, negotiation and reading human behavior. No theory for its own sake. Conversations with people who have done it, and things you can try this week. Hosted by Bayron Toruño, CS practitioner and co-organizer of the PxA CS Summit. New episodes every two weeks. Give it a try :)
| Episode | Date |
|---|---|
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CSM Survival Guide: When Your Workload Doubles (And You're Alone)
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Oct 21, 2026 |
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Stop Doing This One Thing If You Want Higher Retention
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Oct 07, 2026 |
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VP of CS Reveals the The Biggest AI Mistake CSMs Make (And What to Do Instead)
|
Sep 23, 2026 |
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CSM vs. Product: How to Build a Real Partnership for Better Features
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Sep 09, 2026 |
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Your Customer Data Isn't Actionable Yet: Here's Why
|
Aug 26, 2026 |
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The End of Traditional CS: Revenue, AI, and What Comes Next
|
Aug 12, 2026 |
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Why Most QBRs Fail And the 15-Minute QBR That Fixes Them
|
Jul 29, 2026 |
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Why You're Always Busy But Never Productive (And How to Fix It) with David Allen
|
Jul 15, 2026 |
|
Stop Doing This: The Biggest Mistake Hurting Your CS Performance
|
Jul 01, 2026 |
|
The Hidden Reason Clients Aren't Getting Results - Maranda Dziekonski
|
Jun 17, 2026 |
|
Why Financial Acumen is the #1 Skill Every CSM Needs Right Now
|
Jun 03, 2026 |
|
Protect Your Peace: Why Boundaries Are Essential for CSMs
|
May 20, 2026 |
|
No Management Experience? Do This to Get Promoted
|
May 06, 2026 |
|
CSM Quick Lesson: Master SPICE Model for Client Conversations with Andrea Rijna
|
Apr 29, 2026 |
|
Becoming a CS Leader for the First Time: Stop Burnout Before It Starts
|
Apr 22, 2026 |
|
CSM Quick lesson: Navigating Global Workplaces Hierarchy & Cultural Nuances
|
Apr 15, 2026 |
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Becoming a CS Leader for the First Time: Leading Without a Title, Influence, Personal Branding
|
Apr 08, 2026 |
|
CSM Quick Lesson: Revenue Focus, Mindset & Tactical Tips Revealed
|
Apr 01, 2026 |
|
Becoming a CS Leader for the First Time | How to Navigate Your First Leadership Role
|
Mar 25, 2026 |
|
CSM Quick Lesson: AI Skills & Strategy for 2025 & Beyond!
|
Mar 18, 2026 |
|
Why Your Emails Are Getting Ignored (And How to Fix It)
|
Mar 11, 2026 |
|
CSM Quick Lesson: How To Build Success & Partnerships with Anika Zubair
|
Mar 04, 2026 |
|
How to Build a Personal Brand That’s Actually You (Not Just a LinkedIn Profile)
|
Feb 25, 2026 |
|
CSM Quick Lesson: Turn Data into Engaging Narratives With Alexander Grabner-Jarlung
|
Feb 18, 2026 |
|
How to Build a Personal Brand That Stands Out: Mindset, Curiosity & Real Human Connection
|
Feb 11, 2026 |
|
CSM Quick Lesson: Crazy CS Secrets Revealed! with Greg Daines
|
Feb 04, 2026 |
|
Why Most CSMs Struggle With Retention (And How the ACE Framework Fixes It)
|
Jan 28, 2026 |
|
CSM Quick Lesson: Customer Education Strategies with Vicky Kennedy
|
Jan 21, 2026 |
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The Psychology of Customer Success: How Understanding Human Behavior Drives Retention & Change
|
Jan 14, 2026 |
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CSM Quick Lesson: Authority, Consistency & Scarcity with Dr. Christopher Phelps.
|
Jan 07, 2026 |
|
Why Your Sweet Spot Is the Middle 60, Not the Top 20
|
Nov 26, 2025 |
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CSM Quick Lesson: Career Growth with Marija Skobe-Pille
|
Nov 19, 2025 |
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How to Be Remembered When You Speak with Bill McGowan
|
Nov 12, 2025 |
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CSM Quick Lesson: Building Loyal Relationships with Ali Cudby
|
Nov 05, 2025 |
|
The top 3 skills every CSM needs to grow into a strategic role
|
Oct 29, 2025 |
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CSM Quick Lesson: Boost Customer Onboarding Strategies with Donna Weber
|
Oct 22, 2025 |
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The 30-60-90 Plan Every New CSM in a Startup Needs
|
Oct 15, 2025 |
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CSM Quick Lesson: Upselling Tactics with Jan Young
|
Oct 08, 2025 |
|
NPS is Dead? How to Build a Real Voice of the Customer Program
|
Oct 01, 2025 |
|
Building World-Class Customer Experience: A Strategic Guide | Vaishali Dialani
|
Sep 17, 2025 |
|
The Invisible Game: What Really Decides Who Wins a Deal with with Kai-Markus Mueller
|
Sep 03, 2025 |
|
How to Actually Listen to Your Customers (And Why It Matters)
|
Sep 01, 2025 |
|
Stop Leaving Money on the Table: A CSM’s Guide to Revenue
|
Aug 20, 2025 |
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Diego Fernandez: How to Build a Revenue-Driven CS Team
|
Aug 06, 2025 |
|
The Future of AI in Customer Success: Lessons from Vitally's CEO with Jamie Davidson
|
Jul 23, 2025 |
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The AI Revolution in Customer Success: What You Need to Know
|
Jul 09, 2025 |
|
How to Discover What Success Really Means for Your Customers with Tamara Kempf & Ayman Azmy
|
Jun 25, 2025 |
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If You Don’t Know Their Desired Outcome, You’re Not Doing CS with Lincoln Murphy
|
Jun 11, 2025 |
|
If vs. When: The Tiny Language Shift That Changes Everything
|
May 28, 2025 |
|
Why You're Losing Sales (And How the SPICED Framework Fixes It)
|
May 14, 2025 |
|
Why Cultural Awareness Is Your Biggest CS Asset
|
Apr 30, 2025 |
|
Why You Need to Be in a CS Community (And How to Pick the Right One)
|
Apr 16, 2025 |
|
How to Build a CS Community That Actually Lasts
|
Apr 09, 2025 |
|
The Value Equation: Research, Examples, & Questions with Shruti Sharma
|
Mar 26, 2025 |
|
The Startup Challenge: How to Optimize Onboarding with Taskeen Iqbal
|
Mar 12, 2025 |
|
Why CSMs Must Act Like Business Advisors (Or Get Left Behind)
|
Feb 26, 2025 |
|
The 30-Day Routine That Changes How You Show Up with Alexander Grabner-Jarlung
|
Feb 15, 2025 |
|
The Truth About Churn: Why Happy Customers Still Quit
|
Jan 28, 2025 |
|
Skills & Mindset for Customer Success Managers in 2025 with Thomas Voigt
|
Jan 15, 2025 |
|
The 3 Soft Skills That Will Fast-Track Your CS Career
|
Dec 19, 2024 |
|
The Secret to Aligning Product and Customer Success Teams
|
Dec 04, 2024 |
|
Digital vs. Scaled CS: Which Model Does Your Business Need?
|
Nov 27, 2024 |
|
Why Customer Education is Your Best Retention Strategy | Vicky Kennedy
|
Nov 20, 2024 |
|
Where Persuasion Ends and Manipulation Begins
|
Nov 07, 2024 |
|
How to Set Up a Yes Before the Conversation Starts with Dr. Christopher Phelps
|
Nov 07, 2024 |
|
27 Years of CS Wisdom: How to Prove Your Team’s Revenue Impact
|
Oct 23, 2024 |
|
A Conversation with Jay Sanchez on Autism & Customer Success
|
Oct 09, 2024 |
|
The Power of Visual Communication | Jay Sanchez
|
Oct 09, 2024 |
|
Getting Customers the Results They Came For | Rachel Provan
|
Sep 25, 2024 |
|
Customer Success as an Introvert: Building Rapport and Handling Calls | Prashad "Prash" Jothi
|
Sep 11, 2024 |
|
Proactive Approaches Towards Renewals | Ramses Bossuyt
|
Aug 28, 2024 |
|
How to Make Your Customers Feel Seen, Heard, and Valued
|
Aug 13, 2024 |
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How to Win Over Senior Stakeholders in Onboarding with Donna Weber
|
Jul 29, 2024 |
|
Why Your Customer Adoption Metrics Are Lying To You
|
Jul 16, 2024 |
|
Why Your Customer Success Operations Aren't Scaling (And How to Fix It)
|
Jul 02, 2024 |
|
Transition to Customer Success: Core Responsibilities and skills | Erica Scully & Jean-Pierre Frost
|
May 28, 2024 |
|
Are Your Client Relationships Too Personal? A CSM's Guide
|
May 14, 2024 |
|
Mastering Storytelling in Customer Success | Christine Naidu
|
Apr 18, 2024 |
|
The Truth About Interviewing: How to Stand Out From the Crowd
|
Apr 02, 2024 |
|
Why You're Stuck in you CS Career (And How to Fix It)
|
Mar 19, 2024 |
|
The Secret to Standing Out in a Crowded CS Job Market
|
Mar 05, 2024 |
|
Why the CS Hiring Process Is Broken (A Recruiter Explains)
|
Feb 20, 2024 |
|
"Don’t Network. Apply Until Your Hands Bleed.” Two CS Coaches Disagree
|
Feb 05, 2024 |
|
How to build a customer success practice through customer journey mapping
|
Jan 23, 2024 |
|
The End of the Old CSM: Why Strategic Value is Everything
|
Jan 16, 2024 |
|
Stop Discounting Before You Know What’s Actually Wrong with Jan Young
|
Jan 02, 2024 |
|
Success Plans: The 6 Components That Actually Matter
|
Dec 11, 2023 |
|
ChatGPT Content Secrets: Can AI Really Know Your Audience? with Mickey Powell
|
Dec 11, 2023 |
|
Proactive vs Reactive: What Actually Changes in Practice
|
Dec 05, 2023 |
|
Speak Up, Stand Out: Personal Branding Strategies for Customer Success Managers | Sally Stoewe & Ty LaFramboise
|
Dec 01, 2023 |
|
10 CS Experts: How to Survive Your Next In-Person Event
|
Nov 30, 2023 |
|
Why Your Customers Are Bored in QBRs (And How to Fix It)
|
Nov 20, 2023 |
|
How to Impress the C-Suite: Unlock Their Secrets! With James Lawson
|
Nov 13, 2023 |
|
Why Your Customers Resist Change (And How to Fix It)
|
Oct 23, 2023 |
|
Overcoming Common Challenges in the Customer Success Job Market | Carly Agar & Katrina Kugelmeier
|
Oct 04, 2023 |
|
Exploring Digital Customer Success | Alex Turkovic
|
Sep 11, 2023 |
|
From Rookie to Pro: Making the Most of Your First 3 Months as a CSM | Bhumika Arora & Lara Javalyn
|
Aug 29, 2023 |
|
The Success Mindset: Building a Customer Success Culture | Ed Powers
|
Aug 14, 2023 |
|
Emotional Intelligence in Customer Success | Janelle Friday & Daryl Huang
|
Jul 31, 2023 |
|
The Evolution of a CSM: Becoming a Leader in Customer Success | Sydney Strader & Ben Johns
|
Jul 03, 2023 |
|
The Rewards of Success: How Compensation Drives CSM Performance | Joe Krause
|
Jun 19, 2023 |
|
Setting Impactful OKRs: Redefining Success | Aaron Lapierre & Theeba Chuciyanthan
|
Jun 04, 2023 |
|
Reducing churn: The Power of cross-functional collaboration | Lorenzo Serva
|
May 10, 2023 |