73 episodes

At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com

The Customer Success Channel Planhat & Anika Zubair

    • Business
    • 4.7 • 15 Ratings

At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com

    A special episode: Big thanks to Anika, and a cheerful hello to Malin!

    A special episode: Big thanks to Anika, and a cheerful hello to Malin!

    This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast.

    The exciting news is that we're welcoming our very own, Malin Skoglund, VP of Customer Success Americas, who will be stepping in as the new host.

    Listen to the full episode now and learn more about the future of our podcast.

    Podcast enquiries: sofia@planhat.com

    • 30 min
    Brandon Ramsey, Head of CS at OnsiteIQ - Customer success is not sales

    Brandon Ramsey, Head of CS at OnsiteIQ - Customer success is not sales

    In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales.

    Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure your CS department? Why should CS not be seen as a mere extension of sales? And how can you persuade senior leadership that CS should not be responsible for renewals and upsells?

    Podcast enquiries: sofia@planhat.com

    • 37 min
    Sue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024

    Sue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024

    In this episode, our host Anika Zubair chats with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success.

    As we approach the end of the year, it's crucial to begin strategizing for customer success in 2024. Despite the hurdles we've encountered recently, we must now pave the way for a successful year ahead. So, what should be the key focus areas for customer success in 2024? And how can we strike the perfect balance between customer ROI and fostering business growth?

    Podcast enquiries: sofia@planhat.com

    • 43 min
    Maranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CS

    Maranda Dziekonski, Senior VP of CS at Datasembly - The importance of revenue in CS

    In this episode, our host Anika Zubair chats with Maranda Dziekonski, Senior VP of Customer Success at Datasembly about the importance of viewing customer success as a revenue generator rather than a cost center.

    The field of customer success (CS) has been through a whirlwind of changes this year due to the global economy. As we near the end of 2023 and start planning for 2024, sustainability and revenue have become top priorities for every CS department. But why is revenue such a vital piece of the CS puzzle? And how can CSMs and CS leaders enhance their skills to adapt to the evolving market?

    Podcast enquiries: sofia@planhat.com

    • 36 min
    Chris Regester, CCO at Planhat - Delivering customer outcomes with a value framework

    Chris Regester, CCO at Planhat - Delivering customer outcomes with a value framework

    In this episode, our host Anika Zubair chats with Chris Regester, Chief Customer Office at Planhat about how to deliver customer outcomes through a value framework.

    Achieving customer success is a long-term endeavor that demands ongoing dedication and collaboration with our clients. A solid foundation is provided by a company value framework, guiding businesses on this journey. So, how can we consistently deliver lasting customer value through a value framework embraced by the entire organization? And what are the initial steps to building such a framework?

    Podcast enquiries: sofia@planhat.com

    • 41 min
    Dan Ennis, Scale Team Manager at Monday.com - The art of scaling Customer Success

    Dan Ennis, Scale Team Manager at Monday.com - The art of scaling Customer Success

    In this episode, our host Anika Zubair chats with Daniel Ennis, Scale Team Manager at Monday.com about scaled customer success and explores its significance in today's ever-evolving business landscape.

    Customer success at scale has been a longstanding practice, but it has gained even greater significance in the current economy. So, what are the initial steps to consider when establishing a scaled CS team? How can we strike the perfect balance between automated interactions and maintaining a genuine human connection with customers? And what are the key metrics and KPIs that your team should track?

    Podcast enquiries: sofia@planhat.com

    • 52 min

Customer Reviews

4.7 out of 5
15 Ratings

15 Ratings

Iskorka2010 ,

Great resource for CSMs and CS leaders!

Good topics with impressive guests who know the business and very much in the details, no superlatives but rather very good advice, well organized.

oliviabaker13 ,

A new favorite!

The Customer Success Channel has quickly become a favorite in my feed! Anika is a fantastic host who leads really engaging conversations with a variety of CS leaders. I'm consistently impressed by the insights and strategies they share. From customer success taboos to advice for scaling teams, I truly learn something every time I listen!

Molly Golly ,

Good information!

So many fantasic guests and great resources on Customer Success Management. Thank you!!!

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