Customer Success Talks

Most CSMs focus on product usage—but real impact comes from understanding the business behind the customer.In this episode of Customer Success Talks, I sit down with Maranda Dyskonski, Chief Customer Officer, to explore how to dig deeper, avoid assumptions, and create real, measurable value for your clients.We cover:- Why vertical SaaS can give deeper insights than horizontal SaaS- How to map customer personas for onboarding, engagement, and retention- Using AI to uncover actionable customer insights- Communicating value proactively and scaling your CS strategyConnect with Us:Maranda Dziekonski - https://www.linkedin.com/in/marandaanndziekonski/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/#CustomerSuccess #SaaS #CustomerInsights #CustomerEngagement #AIinCS #CustomerRetention

Customer Success isn’t just about relationships anymore—it’s about revenue.If you can’t talk money, you can’t influence outcomes.In this episode of Customer Success Talks, I’m joined by Laura Kightlinger, Customer Success and Financial Acumen expert, to unpack why financial understanding is becoming a must-have skill for modern CSMs—and how it directly impacts churn prevention, growth, and credibility with customers.We talk about how CSMs can confidently communicate value, identify revenue opportunities, and collaborate better with sales—without needing a finance background.🎧 What you’ll learn in this episode:- Why financial acumen is a career accelerator for CSMs- How to use data to build authority with customers- The real connection between revenue, retention, and trust- How to spot upsell opportunities without sounding salesy- Why “there’s no dumb question” is a mindset, not a cliché⏱ Chapters00:00 – Why financial acumen matters in Customer Success10:24 – Mental fitness and confidence as a CSM18:25 – Communicating value in revenue terms30:10 – Preventing churn with data-driven insights38:41 – Growth opportunities and upsells43:24 – Collaboration between CS and Sales👉 If this episode resonates, don’t forget to like, subscribe, and share it with another CSM who wants to level up.A special thank you to the Boutique hotels for sponsoring today's episode. Without their support, this episode wouldn't have been possible. "The Beautique Hotels, Where Beauty meets Boutique!"Check out their properties: https://www.thebeautiquehotels.com/en/Take a look at Laura's two advisories:- Mindfuel: https://www.linkedin.com/company/mindfuel-fit/- Ellekey Advisory: Connect with Us:Laura Kightlinger - https://www.linkedin.com/in/laurakightlinger/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/#CustomerSuccess #FinancialAcumen #CSMStrategies #RevenueGeneration #CustomerRetention #SaaS #ChurnPrevention

Customer Success is often described as a people-first role…But what happens when empathy has no boundaries?In this episode, I sit down with Diego Ospina Lopez for a real, honest conversation about the human side of Customer Success — the part that doesn’t always show up in playbooks or frameworks.We explore how strong customer relationships are built on human connection, but also why empathy without boundaries can quietly lead to burnout and self-abandonment.This isn’t a tactical “do more” conversation.It’s about learning when to pause, communicate clearly, and protect both the customer relationship and yourself.In this episode, we cover:- Why empathy alone isn’t enough in Customer Success- How setting operational and emotional boundaries improves customer trust- The danger of treating everything as urgent- Managing customer expectations through transparency- Why perfection isn’t required — progress is- The role managers play in reducing stress and burnout- Why community and self-awareness matter more than we admit in CSAs Diego puts it:“You need to start small.”“You need to keep it real.”And most importantly… “Be kind to yourself.”A special thank you to the Boutiquehotels for sponsoring today's episode. Without their support, this episode wouldn't have been possible. "The Beautique Hotels, Where Beauty meets Boutique!"Check out their properties: https://www.thebeautiquehotels.com/en/Take a look at Diego's community "Success Hub" where they are shaping the future of Customer Success, from Porto to the World.https://www.linkedin.com/company/success-hubpt/Connect with Us:Diego Ospina López - https://www.linkedin.com/in/jdiego-ospina/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

Getting your first Customer Success leadership role can feel impossible.Most job descriptions ask for 3–5 years of management experience…but how do you get that experience if no one gives you the first opportunity?In this episode, I sit down with Bhumika Arora to break down how Customer Success Managers can position themselves for their first leadership role — even without the title.This episode is the final part of the series: "Becoming a CS Leader for the First Time."We cover the real strategies that hiring managers look for, including:- The difference between management and leadership- Why job descriptions ask for 3–5 years of experience- How to prove leadership without being a manager yet- How to position your CV and LinkedIn for leadership roles- The importance of mentoring, influence, and visibility inside your company- How to show business and revenue impact as a CSM- A 1-year roadmap to becoming a Customer Success leaderWant to learn more about Ruffday? https://www.linkedin.com/company/ruffday/posts/?feedView=allConnect with Us:Bhumika Arora- https://www.linkedin.com/in/arorabhumika/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Andrea RijnaUnderstanding the SPICE model can transform client conversations. This customer-centric approach builds rapport and ensures solutions are tailored to real needs, making clients more receptive to your recommendations. You can find the full conversation below:YouTube - https://www.youtube.com/watch?v=l74HK8xHMM8Spotify - https://open.spotify.com/episode/32GybVTI5YPagqFycfA1ml?si=A_rSWxtXQ4i1mifDpIGqlALinkedin:Andrea Rijna- https://www.linkedin.com/in/andrearijna/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/