It all depends

Nov 07 2024 12 ep. 38 mins 1
It all depends Podcast artwork

A podcast where we go beyond theory & offer practical insights directly from experienced CSMs. We explore various aspects of the role, including working collaboratively with Sales teams, daily habits, Inbox/calendar management, overcoming challenges, learning from failures, and more. The goal is to equip CSMs like you with actionable & tactical insights that you can immediately apply and test in your own job.

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Ep #11 | The Role of Data in CSMing

Nov 07 2024 35 mins  
Summary In this episode of the It All Depends podcast, host Prash speaks with Sam Kraus, a Customer Success Manager at Quantiv. They discuss the intricacies of customer success management, including the responsibilities of a CSM, the importance of prioritization, essential skills like diplomacy, and strategies for handling difficult conversations. Sam shares insights on daily habit

Ep #10 | Being curious & asking the right questions as a CSM

Oct 10 2024 35 mins  
Summary In this episode of the All Depends podcast, host Prash interviews Stino, the head of Customer Success at Wale. They discuss Stino's journey in customer success, the structure of customer success at Wale, and the importance of prioritizing high-impact actions. Stino shares insights on essential skills for CSMs, his daily habits, and the collaboration between customer success

Ep #9 | Finding the Good in Difficult Situations as a CSM

Jul 31 2024 39 mins  
Summary Noah Little, a successful CSM, shares insights on customer success management. He discusses the setup of customer success at Recharge Payments and his role in managing strategic accounts. Noah emphasizes the importance of proactive engagement and having a CEO mindset for your book of business. He highlights the need for a joint success plan that aligns with the customer

Ep #8 | Prioritizing & Planning in Customer Success

Jul 23 2024 39 mins  
Summary Diego shares his customer success journey, including his experiences in different industries and the lessons he learned along the way. He emphasizes the importance of account planning, success planning, building relationships, and researching as key priorities for a CSM. Diego also discusses the collaboration between CSMs and sales reps, highlighting the need for alignment

Ep #7 | Avoiding Assumptions: The Importance of Clear Documentation & Communication

May 21 2024 38 mins  
Summary In this episode, Prash interviews Mohammed Alqaq, a customer success manager with extensive experience in the software industry. Mohammed works for a SaaS company specializing in data analytics for the industrial sector. He shares insights into the unique setup of his customer success organization, which involves early-stage onboarding and pre-contract engagement. Mohammed

Ep #6 | Putting Customers First: The Customer-Centric CSM

Apr 19 2024 47 mins  
Summary In this episode, Prash interviews Julie, a customer success manager at Dooly, a sales productivity tool. They discuss various aspects of the customer success role, including onboarding, contract renewals, and call cadence. Julie emphasizes the importance of prioritization, clear communication, and customer-centricity in her role. She also highlights the skills of prepping

Ep #5 | Thriving with One Mighty Customer

Mar 20 2024 59 mins  
Summary In this episode, Prashanth interviews John Johnson, a Principal Customer Success Manager at User Testing. John shares his background in music and how it has influenced his approach to customer success. He provides insights into the structure of the customer success team at User Testing and how they serve key accounts. John emphasizes the importance of building relationship

Ep #4 | Building Credibility & Trust as a CSM

Nov 15 2023 51 mins  
Join us for an engaging conversation with Jack Hilbrich from Drift as we explore the world of CSMing. Jack shares his proactive strategies for building trust and credibility, emphasizing the role of data-driven decision-making and cross-functional collaboration. Discover the importance of empathy and quick rapport-building in CSM, and how Jack maintains a balance between profession

Ep #1 | Erika shares on how to up your game as a CSM

Nov 03 2023 40 mins  
In this power-packed and very first episode, I bring you valuable expertise from top-notch Customer Success Manager, Erika Villarreal. Join us as we dive deep into the world of CSMing and unlock tactics and skills to ensure unparalleled customer satisfaction & retention. Check out Erika's stuff: Onboard yourself guide Newsletter Linkedin Check out Prash's stuff:

Ep #3 | Valeriya shares her creative & tactical approach to CSMing

Nov 02 2023 40 mins  
In this 3rd episode, I sit down with Valeriya Titlinova, a seasoned Customer Success Manager at SAP. Valeriya is not your typical CSM; she's a maestro in the art of combining creativity with tactical precision when it comes to delighting her customers. Join us as we delve into Valeriya's unique journey, her unconventional strategies, and how she crafts customer experiences