Book a call to discuss a workshop - https://bit.ly/4wEOJbDIn 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 existing customers for growth16:54 How to forecast NRR effectively20:28 Tracking leading indicators for customer health22:18 Confidently presenting forecasts to leadership28:41 Building a forecasting culture within your team30:35 The importance of embedding NRR into daily reportingConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Sep 2
35 min
Book a workshop: https://bit.ly/4wEOJbDAnika 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 Introduction09:37 The importance of a proactive operating system13:41 Training teams on commercial skills16:24 The mistake of accepting numbers without math19:11 Operating as a super CSM versus a leader24:00 Building your NRR math and forecast system31:17 Weekly renewal and expansion review meetings33:57 Rebuilding the math and predicting the number35:49 Applying lessons: homework challenge for listeners39:02 Final thoughts: system, numbers, and leadership mindsetConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Aug 26
43 min
Join RevUP VIP: https://bit.ly/45Bb9yzIn 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 Rennan04:16 Tom's background and transition from Monday.com to Harvey09:09 The evolution of customer success and future ambitions12:18 The human element remains crucial despite AI advancements17:11 The importance of trust and deep discovery in customer success22:13 The old playbook is broken: new strategies needed30:44 Measuring value and adoption in an AI-driven world44:13 Systematic approaches to renewals and forecasting50:29 Quick fire questionsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Aug 19
57 min
Book a team workshops: https://bit.ly/4wEOJbDThis episode explores how customer success professionals can leverage AI to streamline quarterly business review prep, build compelling value stories, and ultimately drive revenue growth. Anika Zubair shares practical frameworks and tips to transform data analysis into strategic conversations.Chapters00:00 Introduction to AI in Customer Success03:13 The Gap Between AI Curiosity and Usage11:45 Introducing the BOARD Framework13:39 Measuring Outcomes with AI18:11 Quantifying Revenue Impact20:55 Using AI to Identify Growth Opportunities21:23 The Human Element in Value Storytelling24:38 From Status Reports to Closing Arguments25:07 The Power of a Revenue-First Approach26:01 Weekly Challenge: Implementing the Framework28:47 Final Tips for Effective QBRsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Aug 12
33 min
Book a team workshop - https://bit.ly/4wEOJbDThis episode explores how customer success professionals can effectively handle price increase conversations without damaging trust. It covers common mistakes, a proven framing method, and practical tips to protect and grow revenue during renewal discussions.Chapters00:00 The common fear around price increase conversations04:22 Value alignment reduces churn07:08 Common mistakes in price increase conversations14:02 Frame the value first before discussing price16:45 Anchor prices against value and cost of leaving17:41 Meet objections with curiosity19:02 Earn the customer’s yes by linking to future value22:17 Handling objections with questions and curiosity25:31 Recap: The key to successful price increases26:00 The importance of framing and trust29:01 Final thoughts Connect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Aug 5
30 min
Join RevUP Academy: https://bit.ly/4wRZDuYNeil Sparkes, AVP of Customer Excellence at ServiceNow UK&I, has a global mandate to move agentic AI out of the experiment phase and into live production inside heavily regulated enterprises. In this episode he breaks down why efficiency gains no longer land with a CFO, how ServiceNow benchmarks real cost savings before and after agents, and where to draw the line between what an agent executes on its own and what still needs a human. We also get into the AI divide that is separating fast adopters from everyone else, why token bills are landing on finance desks with no ROI attached, and whether the SaaS model actually survives all this. Neil also shares why he brought in external training on value conversations for his team, and what he thinks CS will be held accountable for next year.Chapters:00:00 Intro03:19 Meet Neil "Sparky" Sparks of ServiceNow16:50 Getting regulated enterprises to adopt agentic AI22:05 Why efficiency gains no longer convince a CFO25:00 Treat an AI agent like a new employee31:10 Start here: low risk, zero human touch workflows35:06 Separating your personal AI from your work AI39:30 The AI divide and token bills with no ROI42:13 Ripping out your tech stack: is SaaS dead?49:41 What AI is doing to renewals and upsellsConnect with Neil Sparkes: https://www.linkedin.com/in/neil-sparkes/Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources
Jul 29
59 min
Book a team workshop: https://bit.ly/4egTU9D Anika Zubair discusses how customer success teams can better articulate their value to drive revenue, avoid being seen as a cost center, and climb the revenue proof ladder through effective storytelling and metrics.Chapters00:00 Introduction02:19 The receipts era and the importance of proof in SaaS03:47 AI's impact on CS activities and the value of storytelling05:14 The importance of storytelling to articulate CS value06:08 The problem with reporting activity 07:27 How to connect work to revenue19:36 The four levels of the proof 34:27 The key to recognition36:16 Weekly challengeConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources
Jul 15
38 min
Team Workshop: https://bit.ly/4egTU9DAnika Zubair shares practical strategies for customer success professionals to increase visibility, demonstrate impact, and advance their careers by focusing on revenue-driven storytelling and multi-threading within organizations.Chapters00:00 The Invisible CSM02:48 Understanding Recognition in Customer Success05:36 The Importance of Visibility in Career Growth08:51 Common Mistakes Keeping CSMs Invisible11:36 The Seen Framework for Visibility23:21 Implementing the Scene Framework35:25 Personal Journey: From Invisible to VisibleConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Jul 8
46 min
Join RevUP Academy: https://bit.ly/4wRZDuYIn this episode, Andrea Kayal, CRO at HelpScout, shares insights on how a small team manages a large customer base, the role of AI in customer support, and strategies for revenue growth through customer success and customer support.Chapters00:00 Introduction 02:33 Meet Andrea Kale03:46 Understanding Customer Success at Help Scout17:07 Segmentation Strategies for 12,000 Customers32:49 Revenue Generation from Support Teams39:19 The Role of AI in Customer Support43:59 Key Takeaways for Customer Success LeadersConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/Connect with Andrea Kale: https://www.linkedin.com/in/andreakayal/Grab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Jul 1
52 min
Book a team workshop: https://bit.ly/4egTU9DIn this episode, Anika Zubair dives deep into the importance of effective churn retrospectives in customer success. She shares practical frameworks, common mistakes, and actionable strategies to turn churn analysis into a revenue-driving process.Connect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resourcesWant to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guestBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Jun 24
41 min
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