CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

Epizode

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  From Coordinators to Trusted Advisors: How to Coach Your CSMs Through This Shift 03.08.2026 18min

  Most CSMs are stuck in coordination mode (e.g. running activities, managing tasks, and keeping things organized) when what their customers actually need is someone who can shape decisions, hold a perspective, and help them navigate ambiguity. This episode breaks down the most important capability shift happening in Customer Success right now: the move from coordinator to advisor. You'll learn what the difference actually looks like, why most CSMs default to coordination, what mind...
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  AI for CS Leaders Spotlight: Dee Kachra on Strategy Over Tool 23.07.2026 16min

  Dee Kachra has built a career across procurement, consulting, speech therapy, and customer success — always centered on people, problems, and outcomes, with a close eye on how CS connects to revenue. When she joined the AI for CS Leaders Executive Bootcamp, she was on an intentional sabbatical, upskilling at the intersection of AI and customer success. In this spotlight, Dee shares how the program moved her from thinking about AI as an email-drafting shortcut to redesigning the entire CS oper...
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  AI for CS Leaders Spotlight: Beth Huckerby's Take: AI Won't Replace CS. It Creates Space to Think. 21.07.2026 16min

  Beth Huckerby has spent 15+ years in customer success across IT, telecoms, and health and wellbeing. Like a lot of CS leaders, she came to AI asking one very honest question: how do you even get started? In this spotlight from the first AI for CS Leaders Executive Bootcamp cohort, Beth shares why the program clicked for the way she works, the framework that gave her a clear starting point, and why she's convinced AI doesn't replace CS work. It makes room for the deeper thinking that's a...
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  AI for CS Leaders Spotlight: Suzanne Hitcho on Building an AI Operating Model for the Whole Business 17.07.2026 16min

  Suzanne Hitcho has spent her career at the intersection of customer success, go-to-market, and value realization from Pfizer, Coca-Cola, and Disney to six years in B2B SaaS. So when she joined the AI for CS Leaders Executive Bootcamp, she wasn't starting from zero. She'd already stood up an AI center of excellence and a shared prompt library at her last company. In this spotlight, she shares what still shifted for her, and why she believes AI in CS only pays off when it's treated as a c...
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  The CS Leader's Guide to Designing Compensation Plans That Scale 06.07.2026 25min

  Compensation plan design is one of the most consequential decisions a CS leader makes, and one of the least discussed. In this episode, we break down how to design CS compensation plans that reflect your team's responsibilities, drive the right behaviors, and scale as your org grows. You'll learn: The three principles that should underpin every CS comp planHow comp structure and variable percentages change across the three Revenue-Driven CS Models Specific base versus variable splits for...
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  How Consumption-Based Pricing Changes Everything About Customer Success 22.06.2026 28min

  Consumption-based pricing is reshaping how CS teams need to operate and most CS leaders are navigating it without a clear playbook. When customers pay for what they use, churn stops being an event and becomes a direction. Metrics that worked in a subscription world stop telling the full story. And the skills that made your CSMs excellent in a subscription model may not be the ones this model demands. This episode is a full breakdown of what consumption-based pricing actually means for how you...
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  What to Protect, What to Delegate, and What to Let Go Of as a CS Leader 08.06.2026 17min

  This episode is a practical breakdown of how to structure your time as a CS leader with intention. What to protect, what to delegate, how your calendar should evolve as you scale, and what a high-impact CS leadership schedule actually looks like in practice. You'll learn: How your calendar should look different in early stage versus when you're scaling and why leaders who never recalibrate get stuckThe four categories of time every CS leader should protect as non-negotiable, regardless of wha...
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  How to Coach Your CSMs to Say No Without Losing the Customer Relationship 25.05.2026 17min

  This episode is a full coaching breakdown of how to build the ability to say no into your team: the mindset reframe, the framework for knowing when to push back, the language to do it without damaging the relationship, and how you as the leader create the conditions that make it possible. You'll learn: ✔ Why saying yes to everything is not customer centricity and what it actually costs the relationship over time ✔ How to help your CSMs know when to say no, when to redirect, and when to ...
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  How to Manage Up When Your Leadership Doesn't Understand What Customer Success Does 11.05.2026 15min

  We break down what it actually takes to manage up effectively as a CS leader, from translating CS work into the language of revenue and risk, to building visibility before you need it, to pushing back on decisions that undermine your function with data instead of frustration. You'll learn: ✔ Why the disconnect between CS and leadership exists and whose job it is to close it ✔ How to translate CS metrics into the language of revenue, risk, growth, and efficiency ✔ What a proactive visibility...
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  How to Coach Your Customer Success Team to Manage Their Book of Business With Intention 27.04.2026 27min

  Most CS leaders know their team isn't managing their book of business as well as they could be. What fewer leaders recognize is that the gap usually isn't motivation or effort. It's that nobody ever made "good" explicit. This episode is a full coaching breakdown of how to develop the mindset, skills, and behaviors your team needs to manage their accounts with intention, broken down by a quarterly, monthly, weekly, and daily operating rhythm. You'll learn: Why the feedback you're giving ...
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  Coaching Spotlight: Structure, Strategy, and Scale with Senior Client Director Deepa Jain 20.04.2026 25min

  When you are leading a growing CS team through real organizational change, knowing what to prioritize and how to sequence it matters. In this episode, Angeline is joined by Deepa John, Senior Client Director at StoryTech, for an honest behind-the-scenes look at their 1:1 coaching engagement. The strategic decisions they worked through together, the structural changes Deepa implemented, and the results that followed. This episode is for CS leaders who are curious about what 1:1 executive coach...
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  Playbook Teardown: Success Planning 13.04.2026 23min

  Success planning is one of the most overlooked motions in CS and one of the most impactful when done right. In this episode, we are doing a full playbook teardown on what it actually takes to build a success plan that guides how you work with customers month to month. You'll learn: What a success plan is actually for and why most definitions miss the point Why most success plans fail quietly and what the common patterns look likeWhat inputs you need before you even open a template H...
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  The Client Win-Back Playbook: How to Re-Engage Churned Customers and Win Them Back 30.03.2026 16min

  In this episode, we are unpacking a motion most CS teams overlook or treat as a vague hope: winning back churned customers. Instead of “maybe they will come back someday,” we will walk through how to design client win-backs as a real, intentional CS and revenue motion. You’ll learn: ✔ When it actually makes sense to pursue win-backs and when to let past customers go ✔ How to choose which churned accounts to target first based on fit, potential and what has changed ✔ What effective win-back ou...
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  How To Get Promoted From CSM to Customer Success Team Lead 16.03.2026 16min

  In this episode, we are digging into a question a lot of high-performing CSMs have but rarely say out loud: What does it actually take to move from individual contributor to Team Lead? In this episode, you’ll learn: ✔ What companies actually look for in a CS Team Lead, beyond “top performer” ✔ How the role is different from being a strong individual contributor ✔ Practical ways to start showing leadership in your current CSM role ✔ How to have a clear promotion c...
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  Lead2Scale Spotlight: Building Customer Success From Scratch at a Startup 04.03.2026 13min

  In this special episode, we spotlight one of the participants of my signature program: Lead2Scale [L2S]: The CS Architecture Program. You’ll hear directly from Ellen Kuhn, Head of Customer Success at a cybersecurity startup, as she shares what it was really like to be a team of one, build CS from scratch, and work through the L2S frameworks in real time. We talk about why she joined the program, the mindset shifts she needed to move from “doing all the things” to designing an operating model,...
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  How Customer Success Applies to Service Companies (Not Just SaaS) 02.03.2026 26min

  We’re breaking down how Customer Success thinking applies just as much to service businesses as it does to SaaS. Whether you run an implementation team, an agency, a consulting firm or a managed services business, you still have recurring value to deliver, relationships to protect and revenue at risk if customers don’t renew, expand or come back. You’ll learn: ✔ How to translate core CS concepts (onboarding, adoption, value realization, risk) into a services context ✔ What “custom...
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  One-Slide Value Review Q&A: How To Turn Your Slide Into Real Exec Conversations 16.02.2026 17min

  In this episode, I am answering the questions we did not get to during the live ChurnZero webinar on the One-Slide Value Review template. If you have listened to the replay and you are now trying to use that slide in real QBRs and exec meetings, this is your Part Two. You will learn: ✔ How to naturally get executives to share what is really on their whiteboard and where your product fits in their priorities ✔ How to adapt the one-slide value review for complex, high touch accounts...
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  One-Slide Value Review: A New Way to Run QBRs 02.02.2026 1h 2min

  If your QBRs still feel like status updates instead of value conversations, this episode is for you. I recently shared a one-slide value review template on LinkedIn that blew up, led to thousands of downloads, and helped CS teams get stronger engagement from executives. In this replay of my live webinar with ChurnZero, I walk through how to actually use that slide in practice and tell a clear value story that makes renewals more predictable and expansions easier to justify. You’ll learn: ✔ Wh...
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  Playbook Teardown: Onboarding 19.01.2026 37min

  In this episode, we’re tearing down your onboarding playbook and rebuilding it as the first chapter of value realization, not just “getting them live.” If you keep seeing “implementation” and “adoption” show up in your churn reasons, this one will help you rethink those first 60 to 90 days so they actually de-risk renewal instead of quietly setting it up to fail. You’ll learn: ✔ Why onboarding is really value orchestration and the first chapter of your value story, not a checklist of ta...
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  The 2026 Customer Success Leader: What’s Changing and What Still Matters 05.01.2026 18min

  In this episode, we’re unpacking what it actually means to be a Customer Success leader in 2026. We’ll walk through the key shifts reshaping the role and the fundamentals that still matter just as much as ever so you can show up as the 2026 version of yourself as a CS leader, not just survive another year of fire drills. You’ll learn: ✔ Why 2026 is a “back to basics” year and why retention has to come before expansion ✔ How value realization is evolving from a buzzword into a real operating...