Driving Success Across GTM with Customer-Centric Collaboration.
We're opening the dialogue across the entire go-to-market (GTM) strategy to ensure that Customer Success is at the heart of everything we do. This podcast is dedicated to empowering Customer Success (CS) professionals by fostering a vibrant community that goes beyond the basics.
Ep 26: Fix Your Revenue Leaks: Sandy Yu on Turning CS Into a Growth Engine
Your GTM strategy may be bleeding revenue—and you don’t even know it.
In this Spotlight episode, host Emma Lo sits down with Sandy Yu (https://www.linkedin.com/in/sandysyu/), Founder of Revenue Retention Advisors, to unpack how post-sales teams can stop revenue leaks and fuel expansion.
Sandy draws on 20+ years at Oracle, Cisco, and PwC to share:
The 3 biggest hidden cracks in B2B revenue engines
Why onboarding and adoption make or break renewals
How retention earns you the right to expand
What CROs should do to align Sales, Marketing, and CS
Why personalization is no longer optional in 2025
If you’re leading a CS team or sitting in the CRO seat, this conversation will challenge how you think about growth.
Learn more about Sandy’s workshops: https://bit.ly/SandyYu
Connect with Sandy on LinkedIn: https://www.linkedin.com/in/sandysyu/
20 Jul 2025
Ep 25: Catch Risk Before It Becomes Churn with Vinova Deniz
What if your health score is lying to you?
In this episode of Spotlight by CS in Focus, we sit down with Vinova Deniz (https://www.linkedin.com/in/vinovadeniz/), Head of Customer Success at Wiza, to unpack what it really means to be proactive in CS:
from spotting quiet signals before they become churn screams to rethinking the way we run QBRs.
Vinova shares her battle-tested insights from messy startups to scaling with precision. We dive into:
✅ Why reactive CS is slow CS
✅ How to track delta changes, not static metrics
✅ The truth about champions (and how to multithread the right way)
✅ What a proactive business review should actually look like
✅ And how to stay curious—even when things get loud
Whether you’re a CS leader, RevOps strategist, or founder looking to future-proof your retention playbook, this episode will sharpen your radar.
Connect with Vinova on LinkedIn:
https://www.linkedin.com/in/vinovadeniz/
12 Jul 2025
Ep 24: How to Be a Strategic CSM: Chad Horenfeldt’s 3C Framework to Uplevel Every Customer Conversation
In this episode, host Emma Lo (https://www.linkedin.com/in/emma-lo/)speaks with Chad Horenfeldt (https://www.linkedin.com/in/chadhorenfeldt/), VP of Customer Success at Siena AI and author of The Strategic Customer Success Manager. (StrategicCustomerSuccess.com)
Chad breaks down what it really means to be strategic in CS—and how to stop defaulting to reactive work.
We dive into the frameworks, mindset shifts, and leadership tactics that CSMs need to adopt to stay relevant and valuable in today’s fast-changing customer landscape.
Key topics covered:
The 3C Framework: Company, Customer, Challenge—and how it anchors strategic engagement
Why most QBRs fail and how to reframe them as Strategic Checkpoints
How to earn executive trust and keep stakeholders showing up
What it looks like to practice “radical customer candor”
Why building cross-functional relationships matters as much as building customer ones
The shift from delivering value to selling value
How to communicate affirmations that stick and influence renewal
Why AI won’t replace great CSMs—but it will force mediocre ones to level up
Chad’s advice on extreme ownership and being the driver of your own career
This is not a “feel good” episode. It’s a call to raise your bar as a CSM—and be seen as a strategic advisor, not a support contact.
Mentioned in this episode:
The Strategic Customer Success Manager by Chad Horenfeldt
Dare to Lead by Brené Brown
Atomic Habits by James Clear
Readwise (daily reading and learning habit tool)
Connect with Chad
StrategicCustomerSuccess.com (https://strategiccustomersuccess.com)
LinkedIn: Chad Horenfeld (https://www.linkedin.com/in/chadhorenfeldt)
If you’re ready to uplevel your CS career and earn a seat at the table—this episode is required listening.
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