Insightful interviews for anyone looking to join or move up in the Customer Success (CS) profession.
We'll talk with guests with a variety of CS roles from customer success managers (CSM) to chief customer officers (CCO), along with CS recruiters. We'll explore various aspects of CS, including success stories, skills, challenges, and the future of Customer Success with the ultimate goal of helping you find your next role.
Learn what qualities people are seeking and get a few hints on how to position yourself to land your dream job! Join us each month for an action packed episode!
Embracing AI: Matthew Reinbold Discusses Digital Strategy in Enterprises
AI is reshaping customer success—and the winners will be those who adapt with intention.
Guest Matthew Reinbold, Senior Principal Consultant and Digital Engagement Lead at Concentrix, joins the Customer Success Pivot Your Career podcast with co-hosts David Lokietz and Alex White. Matthew discusses how organizations are racing to show “AI progress,” often through point solutions that don’t scale, and why governance, data protection, and cultural impacts matter as much as efficiency.
Matthew also outlines how roles are shifting (e.g., creators becoming editors), warns about burnout and the loss of junior talent pipelines, and explains why companies are splitting into “pre-AI” and “post-AI” buckets affecting valuation and recruiting. He also explores AI watermarking, risks of data leakage, and the promise of local models.
24 Aug 2026
Defining Outcomes Strategies: Eric Gardner's Journey in Customer Success
Customer Success is shifting from activity to measurable outcomes as AI reshapes SaaS.
Guest Erich Gardner, Manager of Deployment and Growth Strategy at Planhat, joins the Customer Success Pivot Your Career podcast with co-hosts Alex White and David Lokietz.
Erich recounts his 10+ year SaaS path from sales to delivery and CS leadership. He explains how CS is being redefined around clear outcome ownership, AI-driven change, and stronger commercial responsibility for retention and expansion. He emphasizes defining measurable business outcomes (e.g., onboarding time reduction, GRR/NRR lifts, etc.), maintaining executive presence and multi-threading relationships.
22 Jul 2026
The Power of Unified Data: Karl Simon on Leading AI Innovation
AI that meets customers where they work by cleansing data, managing AI drift, ensuring governance and managing a solution that is AI model agnostic. Leave the heavy lifting to Subatomic!
Guest Karl Simon, Co-founder and CTO of Subatomic, joins the Customer Success Pivot Your Career podcast with co-hosts Alex White and David Lokietz. Karl recounts his path from Oracle into data warehousing and analytics, through roles at companies including Gap, Saks Fifth Avenue, Genentech, and Komodo Health, and explains why Subatomic focuses on enabling AI without disrupting existing workflows.
The discussion centers on how poor, incomplete, and inconsistent data undermines AI ROI, how Subatomic uses AI to audit and unify data, and how its model-agnostic approach dynamically selects best-fit models while managing drift, cost, and governance via “Deep Lens” (introspection, audit, eval). Karl also describes “AI coworkers” that execute role-based go-to-market workflows across sales, marketing, and service
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
Apple Podcasts (US)
5.0 / 5
4 ratings
Spotify
5.0 / 5
9 ratings
Podcast Authority Score: 18 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
17
Social presence
0
YouTube
0
Engagement
51
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