Why Renewals Are Won or Lost Before the Renewal Call

Book a workshop for your team: https://bit.ly/4egTU9DCassie Vaughn shares her journey from customer success to AI fluency, emphasizing the importance of AI as a co-pilot, building AI agents, and redefining the customer journey in SaaS. This episode offers practical insights for CS leaders aiming to integrate AI effectively and foster a culture of experimentation and growth.Chapters:00:00 The Journey of Customer Success Leadership02:45 Transitioning to Clay: A New Chapter06:10 Redefining Customer Success Roles09:09 The Evolution of Customer Success12:03 AI Fluency in Customer Success15:04 Building AI Fluency in Teams18:05 The Role of Trusted Advisors in CS21:09 Navigating AI Challenges Together27:14 Embracing Experimentation in Customer Success29:18 Building AI Agents for Enhanced Customer Support35:51 Overcoming AI Imposter Syndrome40:37 Redefining AI Fluency in Customer SuccessConnect with Cassie Vaughn: https://www.linkedin.com/in/cassiebrown/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

Join RevUP Academy: https://bit.ly/4wRZDuYIn this episode, Anika Zubair shares a practical playbook for customer success professionals who want to confidently have commercial conversations about money. Using her Value Bridge framework, she walks through the mindset changes, tactical language, and real customer scenarios that take your role from friendly advocate to revenue-driven trusted advisor, without ever feeling salesy.Chapters:00:00 - From Friendly to Commercial: The Mindset Change02:46 - The Value Bridge Framework05:56 - Anchoring in Results and Naming the Gap08:39 - Quantifying Impact and Making Recommendations11:46 - Navigating Customer Responses14:30 - Practical Scenarios for Commercial Conversations17:43 - Advanced Tips for Confident Conversations20:22 - The Challenge: Putting Skills into Practice23:39 - Wrapping Up: The Importance of Commercial SkillsConnect 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

Join RevUP Academy: ⁠https://bit.ly/4wRZDuYIn this episode, Anika Zubair explores how customer success professionals can confidently navigate commercial conversations with customers. She highlights common misconceptions, mistakes, and mindset shifts necessary to elevate your role from friendly advocate to strategic revenue driver—without feeling salesy.Chapters:00:00 - Introduction01:27 - Why avoiding money discussions damages relationships and revenue04:32 - How to shift your mindset: Making commercial conversations part of your value11:44 - Common mistakes: Waiting for permission, leading with product, apologies15:06 - Practical tools for building confidence in commercial conversations23:15 - Five mindset shifts needed for strategic commercial roles30:21 - The importance of learning the language of business and finance36:52 - The foundation for moving forward: Mindset and identity shiftsConnect 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

Workshops Link: https://www.thecustomersuccesspro.com/team-eventIn this episode of The Customer Success Pro, Brittany Casey, VP of Customer Success at Disco, shares insights on the power of multi-threading engagements, relationship mapping, and building resilient customer relationships in the evolving SaaS landscape. Discover practical strategies to enhance customer success, leverage internal and external relationships, and future-proof your career.Chapters00:00 Introduction to Multi-Threading in Customer Success04:34 Brittany Casey's Journey and Role at Disco19:23 The Importance of Multi-Threading Engagements27:36 Building Relationships Across Stakeholders37:58 Navigating Challenges in Relationship Mapping46:19 Tools and Strategies for Effective Customer Success54:43 Quick Fire Questions with Brittany CaseyConnect with Anika Zubair:Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠RevUP Academy: ⁠⁠https://thecustomersuccesspro.com/revup⁠⁠Brittany Cassey Linkedin: https://www.linkedin.com/in/thatcustomersuccessgal/Brittany Cassey's TikTok: https://www.tiktok.com/@thatcustomersuccessgalGrab 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

Book a Team Workshop: https://bit.ly/4mqqgCuOn this episode of The Customer Success Pro Podcast, Anika Zubair discusses the impact of AI on customer success roles, emphasizing how AI is transforming workflows, exposing non-strategic tasks, and highlighting the importance of strategic skills for customer success professionals in the AI era.Chapters00:00 AI's Impact on Customer Success Roles09:37 The Shift from Admin to Strategic Roles19:23 Skills for Success in an AI-Driven World23:34 Weekly Challenge: Embrace AI for Strategic GrowthConnect 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

Join the FREE Masterclass: https://bit.ly/4mqqgCuIn this episode of The Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success as a revenue-generating function, the skills needed for modern CS professionals, and practical strategies to drive growth and renewals.Chapters00:00 The Evolving Role of Customer Success09:48 Revenue as a Core Function19:36 The Shift from Support to Revenue29:12 Mastering Revenue-Driven SkillsConnect 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

Join the FREE Masterclass: https://bit.ly/4mqqgCuIn this episode of the Customer Success Pro Podcast, Julie Fox, Director of Digital and Scaled Customer Success at Highland, shares insights on transforming customer success from reactive to proactive, data-driven revenue forecasting, and building scalable digital CS programs. She discusses signals for early churn detection, effective use of behavioral data, and strategies for scaling customer success efforts.Connect with Anika Zubair:Website: ⁠⁠https://thecustomersuccesspro.com/⁠⁠LinkedIn:  ⁠⁠https://www.linkedin.com/in/anikazubair/⁠⁠RevUP Academy: ⁠⁠https://thecustomersuccesspro.com/revup⁠⁠Julie Fox Linkedin: https://www.linkedin.com/in/julie-fox-1b05395a/Julie’s Book on Amazon: https://amzn.to/4u1qO4cGrab 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

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠This episode explores how customer success teams can proactively manage renewals by focusing on value realization, strategic alignment, and continuous impact storytelling. Learn practical frameworks to improve retention, expand revenue, and build confidence in renewal conversations.Chapters:00:00 Introduction04:29 The misconception of renewal timing and value realization09:35 The role of success plans in renewal success11:01 Practicing value-led conversations and strategic discovery16:15 Tracking revenue metrics and business goals17:58 Leading indicators of renewal risk and budget cycle awareness18:57 Making every customer interaction a value conversation22:38 Weekly challenges for customer success teamsConnect 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

Check out our team workshops: https://www.thecustomersuccesspro.com/team-event⁠In this episode, Anika Zubair breaks down how Customer Success professionals should handle discount requests during renewals without panicking or immediately conceding. She explains why discount conversations are rarely about price and usually signal unclear value. Anika shares common mistakes CSMs make, including negotiating against themselves and failing to diagnose the root cause. She outlines a practical framework to shift the conversation from price to ROI, protect value, and lead renewal negotiations like a revenue owner.Chapters:00:00 Introduction02:22 Why Customers Ask for Discounts in Today’s Market07:00 The Biggest Mistake CSMs Make with Discounts12:00 Stop Negotiating Against Yourself14:03 Diagnose the Real Reason Behind Discounts16:23 Step 118:09 Step 219:40 Step 323:09 Weekly ChallengeConnect 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

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠In this episode, Anika Zubair interviews Jim Richmond, Chief Customer Officer at Smartling, about how modern Customer Success teams must evolve to stay relevant. Jim shares how his team redesigned QBRs to focus on customer outcomes instead of product metrics, why role specialization helps CS teams scale, and how AI tools are increasing productivity. The conversation explores storytelling, discovery, renewals, and the skills CSMs need to drive retention, expansion, and measurable business value for customers.Chapters:00:00 Introduction03:22 Jim Richmond11:50 The Role of a Chief Customer Officer14:43 Rethinking QBRs Around Customer Value24:04 Moving from Service Delivery to Outcomes30:55 Specializing Customer Success Roles35:33 What CSMs Should Focus on Today46:03 Renewals, Expansion, and Commercial Skills52:32 Lessons for Building a Value Led CS OrgConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Jim Richmond Linkedin: https://www.linkedin.com/in/jimrichmondatl/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