This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company.
Learn more at: thecustomersuccesspro.com (http://thecustomersuccesspro.com)
Why Your Team Is Missing NRR Targets (It’s Not What You Think)
FREE Masterclass - https://www.thecustomersuccesspro.com/masterclass (https://www.thecustomersuccesspro.com/masterclass)
Anika Zubair discusses the real reasons behind missing net revenue retention targets in SaaS, emphasizing system design over talent and providing practical solutions for customer success teams to drive revenue growth.Chapters00:00 Introduction: Why NRR Misses Are Not Talent Problems08:08 The Role of Customer Success in SaaS Growth09:29 Common Systemic Mistakes in SaaS Organizations12:08 Treating NRR as an Outcome, Not a Process16:21 Building Effective Renewal Processes17:12 Activity vs. Impact in Customer Success20:52 Skills and Systems Gaps in Customer Success23:12 What a Revenue-Driven Customer Success Team Looks Like31:21 Weekly Challenge36:54 Investing in Your Customer Success Skills37:23 Closing and Next Steps:
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/ (https://thecustomersuccesspro.com/)
LinkedIn: https://www.linkedin.com/in/anikazubair/ (https://www.linkedin.com/in/anikazubair/)
RevUP Academy: https://thecustomersuccesspro.com/revup (https://thecustomersuccesspro.com/revup)
Grab our FREE resources here: https://thecustomersuccesspro.com/resources (https://thecustomersuccesspro.com/resources)
Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest (https://www.thecustomersuccesspro.com/podcast-guest)
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event (https://www.thecustomersuccesspro.com/team-event)
9 Sept 2026
Scaling Digital Customer Success with AI with Joe Di Grande
FREE Masterclass - https://www.thecustomersuccesspro.com/masterclass (https://www.thecustomersuccesspro.com/masterclass)
In this episode, Joe De Grande from Gong discusses the evolution of digital customer success, the role of AI, and how to measure success in an AI-driven environment. He shares insights on building scalable, automated customer success programs and the importance of data and human touch.Chapters:00:00 Introduction 03:03 Joe De Grande's background and role at Gong07:12 The change from digital CS to revenue architecture11:57 Defining digital and scaled customer success16:36 Impact of AI on digital customer success23:39 Starting an AI-powered digital CS program30:01 Data as the foundation for AI in CS37:43 The future of AI in customer success43:48 Quickfire predictions and insights
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/ (https://thecustomersuccesspro.com/)
LinkedIn: https://www.linkedin.com/in/anikazubair/ (https://www.linkedin.com/in/anikazubair/)
RevUP Academy: https://thecustomersuccesspro.com/revup (https://thecustomersuccesspro.com/revup)
Connect with Joe Di Grande Linkedin: https://www.linkedin.com/in/josephdigrande/ (https://www.linkedin.com/in/josephdigrande/)
Grab our FREE resources here: https://thecustomersuccesspro.com/resources (https://thecustomersuccesspro.com/resources)
Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest (https://www.thecustomersuccesspro.com/podcast-guest)
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event (https://www.thecustomersuccesspro.com/team-event)
2 Sept 2026
Stop Reporting Churn. Start Forecasting NRR.
Book a call to discuss a workshop - https://bit.ly/4wEOJbD (https://bit.ly/4wEOJbD)
In this episode, Anika Zubair discusses the importance of forecasting net revenue retention (NRR) instead of focusing on past churn numbers. She explains how forward-looking metrics can elevate customer success teams to strategic business leaders and drive growth.Chapters00:00 Introduction: The problem with churn reporting03:28 Understanding and calculating NRR06:18 The shift from growth at all costs to efficiency10:30 Why focus on existing customers for growth16:54 How to forecast NRR effectively20:28 Tracking leading indicators for customer health22:18 Confidently presenting forecasts to leadership28:41 Building a forecasting culture within your team30:35 The importance of embedding NRR into daily reporting
(https://bit.ly/4wEOJbD)
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/ (https://thecustomersuccesspro.com/)
LinkedIn: https://www.linkedin.com/in/anikazubair/ (https://www.linkedin.com/in/anikazubair/)
RevUP Academy: https://thecustomersuccesspro.com/revup (https://thecustomersuccesspro.com/revup)
Grab our FREE resources here: https://thecustomersuccesspro.com/resources (https://thecustomersuccesspro.com/resources)
Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest (https://www.thecustomersuccesspro.com/podcast-guest)
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event (https://www.thecustomersuccesspro.com/team-event)
Who has been a guest on The Customer Success Pro Podcast
Names identified in recent episode analyses. Showing up to five guests.
Kelley Turner
Anika Zubair
Parul Bhandari
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
YouTube views
13,484
Score snapshot 15 Sept 2025
Apple Podcasts (US)
5.0 / 5
8 ratings
Spotify
5.0 / 5
39 ratings
Podcast Authority Score: 66 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
56
Social presence
90
YouTube
76
Engagement
71
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