Customer Success Talks

Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you're transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part of our community, where we grow and succeed together!

Customer Success Talks is a business podcast hosted by Real Challenges, Experts Advice, with 99 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Real Challenges, Experts Advice hosts Customer Success Talks, a business show with 99 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #1

  How the shifting global market, AI, and new pricing models are reshaping Customer Success right now

  Aug 12, 20261h 2mS1

  In this episode we have the honor of having two of the most respected leaders in CS, Jan Young and Ralphie White, to unpack how the shifting global market, AI, and new pricing models are changing Customer Success, and what you can actually do about it. They get into why the market shift isn't temporary, how consumption and outcome-based pricing are changing the CSM role, why AI is pushing CS away from "gap-filling" toward specialized, technical, revenue-owning work and honest, practical advice for breaking into CS and protecting your career in 2026. Referenced in this episode:– ChurnZero 2026 CSM Confidential Report - https://churnzero.com/csm-confidential-2026-thank-you/?submissionGuid=f2ce52ae-f4d7-493d-8368-a00a764168e5 – Zylo 2026 SaaS Management Index - https://go.zylo.com/l/504631/2026-01-27/7ptsnt/504631/1769532725LybGFvUo/2026_saas_management_index_zylo.pdf?_gl=1*1e5otfv*_gcl_au*MTA2NzE2MDIyMy4xNzczNzY3ODk4 – S&P Global AI & Labor Landscape 2026 - https://www.spglobal.com/en/research-insights/special-reports/ai-impact-on-employment-2026– Book: The Strategic Customer Success Manager by Chad Horenfeldt - https://www.strategiccustomersuccess.com/– Podcast: AI Daily BriefConnect with our guests:Jan YoungLinkedIn — https://www.linkedin.com/in/jan-young-cx/CxXchange SuccessHour - https://www.janyoungcx.com/#newsletterJan's community sessions: https://go.stepupxchange.com/nexgen-cs-leadershipRalphie WhiteLinkedIn — https://www.linkedin.com/in/ralphiewhite/Website — https://www.radicalcs.com/ Follow us on: Instagram — https://www.instagram.com/cstalkspodcast/ TikTok — @customer.success6 Explore our Website: Website — https://cstalkspodcast.com/

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  Customer Success Talks

  Why Most QBRs Fail And the 15-Minute QBR That Fixes Them

  Jul 29, 202655 min

  What if your Quarterly Business Review didn’t need 30 slides and an hour-long meeting to deliver value? And to discover how to change this, I sat down with Customer Success leader Andrea Bumstead to break down her powerful 15-Minute QBR framework, a practical approach that is challenging the way SaaS companies run customer conversations. Andrea, former VP of Customer Success and founder of CS Impact, shares why traditional QBRs often fail to create real value for customers and how Customer Success teams can shift from reporting metrics to driving meaningful business outcomes. Together, we explore how Customer Success Managers can create high-impact executive conversations, connect product usage to customer value, and use AI and automation strategically to scale engagement without losing the human element. You’ll also learn how to structure a 15-minute QBR, how to prepare for it effectively, and how to adapt the framework across different customer segments to improve customer retention, engagement, and overall customer experience. If you’re a CSM, CS leader, or SaaS professional looking to run more strategic customer conversations, this episode is packed with practical insights. WHAT YOU'LL LEARN • Why many QBRs fail to deliver value for customers • The structure of the 15-Minute QBR framework • How AI can support Customer Success strategies • Why customer segmentation matters when scaling QBRs Here are the links to where you can find Andrea: LinkedIn - https://www.linkedin.com/in/andreabumstead Substack: https://csimpact.substack.com/ Instagram: https://www.instagram.com/customersuccessimpact/ 15 minute QBR framework: https://csimpact.substack.com/p/the-15-minute-qbr-framework Connect with us: Andrea Bumstead -https://www.linkedin.com/in/andreabumstead/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ TikTok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

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  Customer Success Talks

  Getting Things Done with David Allen: Master Productivity

  Jul 15, 202639 min

  The conversation delves into the origins and evolution of the Getting Things Done methodology, emphasizing the importance of capturing, clarifying, organizing, and reviewing tasks and commitments. It explores the universal principles of productivity, the popularity of the methodology, the role of the mind in idea management, the capture habit, the importance of capturing tasks and ideas, clarifying tasks and ideas, the weekly review, and the challenge of making decisions. The conversation delves into the importance of thinking and deciding, the management of personal and digital systems, and the impact of the GTD methodology on productivity. It emphasizes the need for clarity and organization in personal and professional life, highlighting the role of decision-making and the effective use of digital tools. Takeaways * Getting Things Done methodology by David Allen focuses on capturing, clarifying, organizing, and reviewing tasks and commitments. * The methodology emphasizes the importance of making decisions about tasks and commitments to reduce mental clutter and increase productivity. Thinking and deciding * Managing personal and digital systems * The impact of GTD methodology on productivityGetting Things Done (GTD) official website, where you can learn more about GTD and purshase David's book: https://gettingthingsdone.com/ Connect with Us: David Allen - https://www.linkedin.com/in/davidallengtd/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/

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  Customer Success Talks

  The Productivity Shift Every Customer Success Manager Needs to Make

  Jul 1, 202649 min

  Struggling to stay productive as a Customer Success Manager while juggling endless tasks, Slack messages, and urgent requests?In this episode we break down what real productivity looks like for CSMs—and why being busy doesn’t always mean driving impact.Joined by Leslie Venetz, a top 1% B2B sales expert, speaker, and author of Profit Generating Pipeline, we explore how Customer Success professionals can move from reactive work to intentional, revenue-driving execution.This episode answers key questions every CSM faces:How do you prioritize when everything feels urgent?How do you stay focused in a reactive environment?How can productivity directly impact retention, expansion, and revenue?Leslie shares practical frameworks and proven strategies, including:Why “if it’s not repeatable, it’s not scalable” (and how to apply this in CS)The concept of a Key Result Area (KRA) as your single source of focusHow to use batching (task clustering) to eliminate context switching and increase efficiencyThe truth about “false urgency” and how it’s hurting your performanceThe Delegate, Delete, Diarize framework to manage overwhelming workloadsHow to use the Urgent vs Important Matrix to prioritize what truly mattersWhy top performers protect time to “work on the business,” not just in itYou’ll also learn how small changes—like time blocking, managing expectations with stakeholders, and creating thinking space—can significantly improve your productivity and long-term impact.🎯 By the end of this episode, you’ll know how to:Focus on what actually drives revenue and retentionBuild repeatable productivity systemsReduce stress from constant interruptionsBecome a more proactive and strategic CSMIf you’ve ever ended your day wondering “What did I actually accomplish?”—this episode is for you.Learn more about The Sales-Led GTM Agency - https://salesledgtm.com/services/Buy Your Copy of Profit Generating Pipeline - https://salesledgtm.com/shop/Connect with Us:Leslie Venetz - https://www.linkedin.com/in/leslievenetz/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our PodcastWebsite - https://cstalkspodcast.com/

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  Customer Success Talks

  The Hidden Reason Clients Aren't Getting Results - Maranda Dziekonski

  Jun 17, 202644 min

  Most CSMs focus on product usage—but real impact comes from understanding the business behind the customer.In this episode of Customer Success Talks, I sit down with Maranda Dyskonski, Chief Customer Officer, to explore how to dig deeper, avoid assumptions, and create real, measurable value for your clients.We cover:- Why vertical SaaS can give deeper insights than horizontal SaaS- How to map customer personas for onboarding, engagement, and retention- Using AI to uncover actionable customer insights- Communicating value proactively and scaling your CS strategy Connect with Us: Maranda Dziekonski - https://www.linkedin.com/in/marandaanndziekonski/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow us on: Instagram - https://www.instagram.com/cstalkspodcast/ Tik-Tok @customer.success6 Explore Our Podcast Website - https://cstalkspodcast.com/ #CustomerSuccess #SaaS #CustomerInsights #CustomerEngagement #AIinCS #CustomerRetention

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