Shows / The Customer Success Leadership Podcast
The Customer Success Leadership Podcast
The Customer Success Leadership Podcast is for Founding CS Leaders, Directors, VPs, Heads of CS, and CCOs who want to build the strategy and influence that make CS indispensable to the business.I’m Angeline Gavino, Founder of CS RevSpeak. I’ve spent 17+ years in B2B SaaS, starting my CS career at a $13B public company before building and scaling CS organizations at four startups. My mission is to elevate how Customer Success is led across our industry, so more businesses rely on CS for durable…
Episodes
- The Customer Success Leadership Podcast
How To Build Your Personal Brand As A CS Leader
In this episode, we're walking through a four-part framework for building your personal brand as a Customer Success leader without becoming a full-time content…
- The Customer Success Leadership Podcast
How CSMs Should Rebuild the Value Story When the Champion Leaves
This episode is for CS leaders who want a real playbook for protecting accounts through sponsor and champion transitions and who want to coach their teams to…
- The Customer Success Leadership Podcast
The Five Directions Every Great CS Leader Leads In
Ready to build the leadership muscles behind all five directions?Lead2Scale is Angeline's 12-week live cohort program for CS leaders serious about growing into…
- The Customer Success Leadership Podcast
The Customer Success Playbook for Building the Relationship with the Decision-Maker
The most common problem I hear from CS leaders is that their CSMs build strong relationships at the user and champion level, but weak or nonexistent…
- The Customer Success Leadership Podcast
Why Your CS Team Needs Veto Power And How to Earn It
Most CS teams operate as the cleanup crew for decisions they were never consulted on. Sales closes bad-fit deals, product makes changes that create customer…
- The Customer Success Leadership Podcast
From Coordinators to Trusted Advisors: How to Coach Your CSMs Through This Shift
Most CSMs are stuck in coordination mode (e.g. running activities, managing tasks, and keeping things organized) when what their customers actually need is…
- The Customer Success Leadership Podcast
AI for CS Leaders Spotlight: Dee Kachra on Strategy Over Tool
Dee Kachra has built a career across procurement, consulting, speech therapy, and customer success — always centered on people, problems, and outcomes, with a…
- The Customer Success Leadership Podcast
AI for CS Leaders Spotlight: Beth Huckerby's Take: AI Won't Replace CS. It Creates Space to Think.
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…
- The Customer Success Leadership Podcast
AI for CS Leaders Spotlight: Suzanne Hitcho on Building an AI Operating Model for the Whole Business
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…
- The Customer Success Leadership Podcast
The CS Leader's Guide to Designing Compensation Plans That Scale
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…
- The Customer Success Leadership Podcast
How Consumption-Based Pricing Changes Everything About Customer Success
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…
- The Customer Success Leadership Podcast
What to Protect, What to Delegate, and What to Let Go Of as a CS Leader
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…
- The Customer Success Leadership Podcast
How to Coach Your CSMs to Say No Without Losing the Customer Relationship
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…
- The Customer Success Leadership Podcast
How to Manage Up When Your Leadership Doesn't Understand What Customer Success Does
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…
- The Customer Success Leadership Podcast
How to Coach Your Customer Success Team to Manage Their Book of Business With Intention
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…
- The Customer Success Leadership Podcast
Coaching Spotlight: Structure, Strategy, and Scale with Senior Client Director Deepa Jain
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…
- The Customer Success Leadership Podcast
Playbook Teardown: Success Planning
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…
- The Customer Success Leadership Podcast
The Client Win-Back Playbook: How to Re-Engage Churned Customers and Win Them Back
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…
- The Customer Success Leadership Podcast
How To Get Promoted From CSM to Customer Success Team Lead
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…
- The Customer Success Leadership Podcast
Lead2Scale Spotlight: Building Customer Success From Scratch at a Startup
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…
- The Customer Success Leadership Podcast
How Customer Success Applies to Service Companies (Not Just SaaS)
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…
- The Customer Success Leadership Podcast
One-Slide Value Review Q&A: How To Turn Your Slide Into Real Exec Conversations
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…
- The Customer Success Leadership Podcast
One-Slide Value Review: A New Way to Run QBRs
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…
- The Customer Success Leadership Podcast
Playbook Teardown: Onboarding
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…
- The Customer Success Leadership Podcast
The 2026 Customer Success Leader: What’s Changing and What Still Matters
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…
- The Customer Success Leadership Podcast
2025 CS in Review: What the Industry Taught Us & What’s Next
In this episode, we’re breaking down what 2025 revealed about Customer Success and what it means for how CS leaders need to operate in 2026.You’ll learn: ✔ The…
- The Customer Success Leadership Podcast
Why Your Customers Are Not “Seeing the Value” (And How To Fix It With The Value Realization Framework)
In this episode, we’re breaking down why customers who seem “healthy” can still churn, downsell, or push back hard at renewal. Sometimes the truth is value…
- The Customer Success Leadership Podcast
Playbook Teardown: QBRs
QBRs are supposed to be strategic moments where you and your customer align. But too often they're just slide decks and checkboxes with little real impact. In…
- The Customer Success Leadership Podcast
Playbook Teardown: What Happens After a Red Account is Flagged?
An account turns red. The alert fires. Slack lights up. But then what?In this episode, we break down what top CS teams do after a red flag so risk doesn't…
- The Customer Success Leadership Podcast
Real-World AI Use Cases for CS Leaders
AI is everywhere but how is it actually helping Customer Success teams right now?In this episode, I break down how CS leaders are using AI today to work…
- The Customer Success Leadership Podcast
Should You Stay or Should You Go? Navigating Career Decisions in CS
In this episode, we’re tackling one of the toughest questions every CS leader faces: Should you stay… or should you go?You’ll learn: ✔ Why career decisions in…
- The Customer Success Leadership Podcast
Getting Hired in a Tough Market: A Playbook for CS Leaders
In this episode, we’re breaking down how to position yourself for your next CS leadership role especially in today’s competitive market.You’ll learn:✔ How to…
- The Customer Success Leadership Podcast
Mastering Mental Wellness in Customer Success Leadership
In this episode, we dive into the mental workload that comes with leading a Customer Success team and how to manage it effectively without burning out.You’ll…
- The Customer Success Leadership Podcast
Skill, Will, or System? Diagnosing Underperformance in Customer Success
In this episode, we’re tackling one of the toughest challenges Customer Success leaders face: underperformance. When a team member isn’t meeting expectations…
- The Customer Success Leadership Podcast
The Customer Success Playbook for Product-Led Growth
In this episode, we’re diving into the critical role Customer Success plays in a Product-Led Growth (PLG) motion and how to rethink your CS team’s focus and…
- The Customer Success Leadership Podcast
The Ultimate Guide to Structuring a Customer Success Manager Interview Process
In this episode, we’re breaking down how to structure your CSM interview process and find the right fit for your team.You’ll learn: ✔ How to define success and…
- The Customer Success Leadership Podcast
How to Succeed in Your First 90 Days as a Customer Success Leader
In this episode, we’re breaking down what actually matters in your first 90 days as a CS leader and how to avoid the chaos that derails so many new…
- The Customer Success Leadership Podcast
What Founders Get Wrong About Customer Success
In this episode, we’re unpacking the biggest missteps founders make when building out Customer Success and how to avoid them.You’ll learn: ✔ Why hiring one CSM…
- The Customer Success Leadership Podcast
How to Equip Your Customer Success Team for Revenue Conversations
In this episode, we’re getting honest about what really holds CS teams back from leading effective revenue conversations and what you, as a CS leader, can do…
- The Customer Success Leadership Podcast
Why Coaching Accelerates Customer Success Leadership Growth
In this episode, we unpack the leadership blind spots that keep CS leaders stuck and why trying to navigate them alone slows everything down. You’ll learn how…
- The Customer Success Leadership Podcast
How to Build Customer Success as the First CS Hire in a Startup
In this episode, I’m pulling back the curtain on what it’s really like to build from scratch based on my own experience and the CS leaders I’ve coached.We’ll…
- The Customer Success Leadership Podcast
How to Coach Your Customer Success Team to Be More Strategic
In this episode, I break down what being strategic actually means in a Customer Success context. And how you, as a CS leader, can help your team move from task…
- The Customer Success Leadership Podcast
Doing More with Less: Leading Customer Success Teams Through Constraints
This episode is for every CS leader trying to navigate the impossible: higher targets, more responsibilities, tighter budgets and somehow still expected to…
- The Customer Success Leadership Podcast
The 3 Shifts Your Customer Success Team Needs to Own Revenue
Should CS Own Revenue? Most teams are already doing it. Just not doing it well.In this episode, I dive deep into the Revenue Ownership model of Customer…
- The Customer Success Leadership Podcast
Should Customer Success Teams Own Revenue?
The debate continues: Should Customer Success own a revenue number or focus solely on adoption and value?In this episode, Angeline Gavino explores why we’ve…
The Customer Success Leadership PodcastBecoming a CCO: A Journey Through Leadership and Revenue Ownership
Angeline Gavino sits down with Alexandra Sagaydak, Chief Customer Officer at PeopleForce, to dive into the realities of CS leadership and the journey to…
The Customer Success Leadership PodcastBalancing Growth and Employee Empowerment in Revenue-Driven Customer Success
Angeline Gavino sits down with Telved Devlet, a seasoned Customer Success and revenue leader, to discuss practical strategies for enabling CS teams to…
The Customer Success Leadership PodcastLeadership Strategies for Managing Up, Across, and Within in Revenue-Focused CS
Angeline Gavino is joined by Mike Simmons, Founder of Catalyst A.C.T.S, to explore the critical role of leadership in driving cultural and operational shifts…
The Customer Success Leadership PodcastBridging the Gap: How Enablement Empowers CS Teams to Drive Growth
Angeline Gavino welcomes Gina Patel, a seasoned Customer Success leader with 15+ years of experience, to discuss her journey of building and scaling CS teams…
The Customer Success Leadership PodcastLeading for Revenue Impact: Essential Traits of a CS Leader
In this episode of the CS RevSpeak Podcast, Angeline Gavino sits down with Thomas Voigt, Customer Success Coach and Founder of The CS Academy, for a deep dive…
The Customer Success Leadership PodcastThe Strategic Shift: Preparing CS Teams for Revenue Goals
When Ryan Dalton joined Intiveo as Vice President Customer Experience Revenue, he made one thing clear: Customer Success would be a revenue-driving function.In…
The Customer Success Leadership PodcastStructuring Compensation for Revenue-Driven CS Teams
Angeline sits down with Ejieme Eromosele, a GTM leader at Quik and Founder of Success in Black, to explore the evolving world of compensation in revenue-driven…
The Customer Success Leadership PodcastUnlocking Revenue Growth with Impact Drivers
Angeline Gavino sits down with Pieter Boon, Co-founder of ImpactPilot, to delve into the transformative concept of impact drivers and their role in revenue…
The Customer Success Leadership PodcastDigital Customer Success as a Revenue Driver
Angeline Gavino sits down with Dan Ennis to explore how Digital Customer Success can be a powerful revenue driver. Dan shares his expertise on building a…
The Customer Success Leadership PodcastWhy Transitioning to Revenue-Driven CS Does Not Have to Be Difficult
Episode Guest: Eleni Vorvis, Customer Success Coach, Advisor & ConsultantLinkedIn ProfileIn this episode of CS RevSpeak, Angeline speaks with Eleni Vorvis…
The Customer Success Leadership PodcastEstablishing a Strong Foundation for Revenue-Centric Customer Success
EPISODE GUEST: Ramses Bossuyt, Co-Founder of House of RetentionLinkedIn ProfileIn this episode of CS RevSpeak, Angeline speaks with Ramses Bossuyt, Co-Founder…
The Customer Success Leadership PodcastDriving Revenue Accountability in Cross-Functional Teams
Episode Guest: Bob Mathers, Revenue Coach & ConsultantLinkedIn ProfileIn this episode of CS RevSpeak, Angeline sits down with Bob Mathers, a seasoned revenue…
The Customer Success Leadership Podcast5-Steps to Transitioning Your CS Team to Drive Revenue
Episode Guest: Guy Galon, CS Executive AdvisorLinkedIn Profile | The CSCycleIn this episode of CS RevSpeak, Angeline welcomes Guy Galon, Customer Success…
The Customer Success Leadership PodcastWhat Can CS Learn from Sales in Order to Drive Revenue Growth?
Episode Guest: Rav Dhaliwal, Investor & Former CS ExecLinkedIn Profile | Rav's Blog Link to Rav's article: The Opportunities for Customer SuccessIn the…
The Customer Success Leadership PodcastIntroducing CS RevSpeak: Empowering CS Leaders to Drive Revenue
Welcome to CS RevSpeak! This podcast is for Customer Success leaders driving revenue growth. Join me, Angeline Gavino, as I dive deep into strategies…