Best CSM Practice Podcasts (2025)

1
Inside HPE’s Secret Weapon for Customer Success: Executive Interviews Explained! 34:06

6d ago34:06

34:06

Send us a text What if your customer success strategy could directly boost revenue by 30%? In this episode, Irit Eizips sits down with Susana Esteban, Global CX Leader at HPE, to reveal how their Executive Interview Program transformed customer conversations into a revenue-generating engine. Click here to watch the interview on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 …

1
How To Personalize The Onboarding Experience For Different Customer Segments 31:40

23d ago31:40

31:40

Send us a text Struggling with customer onboarding? See how one company transformed its approach and achieved record-breaking success. In this interview on CSM Practice, Irit Eizips sits down with Raman Bindra, a three-time CS Creative Award winner and a top customer success influencer nominee. In just 10 months, his team revamped their onboarding …

1
Episode 37: Empowering women to take control of their healthcare 26:36

27d ago26:36

26:36

May is Women’s Health Month! In the latest episode of the athenahealth podcast, we talk through significant evolutions in women’s health care in recent years, particularly the way patients are increasingly informed, engaged, and proactive in their care journey. We also touch on the way athenaOne workflows have evolved, and will continue to evolve, …

1
Episode 36: Tools to document encounters as you go 16:16

1M ago16:16

16:16

Today we take a deep dive into click-saving tools available to clinicians in athenaOne – including order delegation, text macros, order sets, and saved findings. We find that users who are proficient with these tools tend to be more able to document patient visits as they go, rather than confronting a backlog outside of work hours. Today's episode …

1
How Emerson Increased Renewals with a ScaledCS engagement 35:34

1M ago35:34

35:34

Send us a text Is digital customer success only for small clients? Think again! Irit Eizips sits down with Tiffany Morin, Director of Customer Success and Renewals at Emerson Test and Measurement, to uncover how her team successfully implemented digital customer success at an enterprise level—resulting in quadrupled engagement! Click here to watch …

1
Data-Driven Strategies That Turn Chaos into Wins 30:41

1M ago30:41

30:41

Send us a text Can data-driven strategies really transform customer success? In this interview of CSM Practice, Jen Jackson, a customer success leader with over 20 years of experience, uncovers how leveraging data can improve retention, reduce churn, and scale CS operations. Jen shares her story of turning fragmented data into actionable insights, …

1
Scalable Adoption Strategies to BOOST Customer Success in 2025 40:33

2M ago40:33

40:33

Send us a text Are you struggling to get users to adopt your product’s features and drive real engagement? In this interview of CSM Practice, David Kahn from SAP, a seasoned expert with over 25 years of experience in transformation initiatives and product adoption strategies, shares his proven framework for increasing user adoption within tradition…

1
Episode 35: Get claims created automatically 21:12

2M ago21:12

21:12

The faster you can get claims out the door, the faster you get paid – and when you use Automatic Claim Creation, those claims get out the door with fewer errors, too. In this episode, we look at the tools you have available in athenaOne to get clean claims created faster – including the Automatic Claim Creation feature that allowed a surgery practi…

1
Building a Customer Success Team from Scratch! 39:13

2M ago39:13

39:13

Send us a text Can you build a customer success team from scratch in just 12 months? In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 The foundational steps that ensured success, includin…

1
Why Giving Renewals to CSMs Works (and How It Can for You Too) 33:17

2M ago33:17

33:17

Send us a text What if your csm team could achieve 100% renewal accuracy and eliminate surprise churn? Sounds impossible, right? Irit Eizips is joined by Ephrat Peled who shares her journey of transforming renewal processes to drive exceptional results. Together, they dive into the groundbreaking strategies that led her team to revolutionize their …

1
From Metrics to Meaning: How Data Stories Save Accounts 30:42

2M ago30:42

30:42

Send us a text Are your traditional usage metrics failing to prove your product’s value? Creating data stories could save your accounts! In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how her team transformed renewal conversations and saved high-value accounts, even under challenging …

1
Lessons from a Customer Success Professional for Higher CSAT 26:00

3M ago26:00

26:00

Send us a text What’s the secret to a 33% CSAT boost? Irit Eizips sits down with Daniel Oberes, Head of Operations at Snappr, to uncover how he redefined their customer success strategy. With a proven track record of transforming businesses, Daniel shares powerful tactics and actionable advice to help you achieve similar results. Click here to watc…

1
Building Success Plans Your Customers Can’t Live Without 36:54

3M ago36:54

36:54

Send us a text What makes a success plan truly impactful? Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans that excite customers, drive value, and boost net retention rates. Learn how to move beyond basic project plans and align your strategy with what your customers can't live without! Click here to wat…

1
Episode 34: Our focus on ambulatory care practices, with CEO Bob Segert 28:08

3M ago28:08

28:08

We're joined for the latest episode of the athenahealth podcast by CEO Bob Segert, who shares his perspective on our focus on ambulatory care practices and how we're leveraging technology to cure complexity for overworked clinicians. Don't forget to mark your calendar for Thrive, coming to Nashville in November. Learn more: https://www.athenahealth…

1
Handwritten Notes: A Simple Way to Make Customers Feel Valued 20:49

3M ago20:49

20:49

Send us a text What if a simple handwritten note could turn a frustrated customer into a lifelong advocate? In this interview, David Wachs, the founder of Handwrytten, a company revolutionizing how businesses connect with customers through personalized, handwritten notes, shares how his approach has helped companies boost customer retention, create…

1
From Cost Center to Profit Center - Transforming CS Teams 31:34

3M ago31:34

31:34

Send us a text Is your Customer Success team leaving money on the table? Meet Marija Skobe-Pilley, an award-winning Customer Success expert, podcast host of Women in Customer Success, and co-founder of a thriving fractional CS consultancy. In this episode, Marija shares her experience transforming CS teams from cost centers to profit centers. Click…

1
Scaling Success: SAP's 7 Dimensions of Customer Success Framework 30:07

4M ago30:07

30:07

Send us a text Can a single framework transform both customer satisfaction and organizational culture? In this exclusive interview with David Kahn, VP of Customer Success at SAP, we explore the groundbreaking 7 Dimensions of Customer Success Framework that is reshaping customer engagement and organizational alignment. Gain valuable insights into ho…

1
Why you should use AI to explain customer HealthScores 30:02

4M ago30:02

30:02

Send us a text Can AI transform every phase of the customer journey? Sampoorna Dasgupta from IBM’s Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 years of experience in digital transformation, she shares how data-driven insights are making a massive…

1
Episode 33: Automatically ingest external data into patient charts 16:50

4M ago16:50

16:50

As part of the Spring 2025 Release, we're introducing ChartSync, a new feature that enables clinicians to view data from external sources globally connected to athenaOne and, through automation or with a single click, easily add relevant information into the patient's chart -- translating external data into actionable insights for clinicians at the…

1
Digital Customer Success - A New Era of Engagement 38:49

4M ago38:49

38:49

Send us a text How can you scale customer success without sacrificing quality? Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building…

1
How to Prove Value to Customers 34:23

4M ago34:23

34:23

Send us a text Is your saas onboarding strategy leaving customer value on the table? Saood Shah reveals how value audits can transform your customer success strategy. Learn how to boost retention, accelerate ARR growth, and create a seamless handoff from professional services to customer success. Click here to watch the interview on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈…

1
Episode 32: Managing Clinical Inbox volume 15:21

4M ago15:21

15:21

We hear over and over from clinicians that they got into medicine to work with patients, not to work through tasks or messages in their Clinical Inbox – and yet an enormous amount of time each day and each week often winds up being devoted to those administrative tasks. While we can’t fully eliminate administrative task work, we at athenahealth are…

1
The Role of Portfolio Customer Success Managers 27:14

5M ago27:14

27:14

Send us a text How do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role! Vitor Meira and Irit Eizips discuss the strategies behind managing hundreds of accounts using scalable techniques like dynamic segmentation, pooled models, and data-driven prioritization. Vitor shares how he maintains m…

1
Cutting Churn with QBRs and Renewals: A Small Team’s Big Win 30:59

5M ago30:59

30:59

Send us a text Mary discusses how her small but mighty team of 4 CSMs leveraged QBRs (Quarterly Business Reviews) and automated renewals to significantly reduce churn and increase efficiency. Mary shares her team's journey of implementing a customer success platform (CSP), streamlining processes, and scaling high-touch engagement with limited resou…

1
Episode 31: Appointment Schedule 25:37

5M ago25:37

25:37

Nearly 2,000 of our practices have fully converted to the new Appointment Schedule functionality already, and we encourage you to be next! In the latest episode of the athenahealth podcast, we talk about the latest improvements to Appointment Schedule and what's on the horizon in 2025 for our fully modernized scheduling workflow. Episode sponsor: C…

1
AI Is Changing Customer Success Forever 32:45

5M ago32:45

32:45

Send us a text Is traditional customer feedback collection dead? Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer experience but also provides real-time insights and upsell opportunities. Say goodbye to outdated, long-form surveys and discover how AI can deliver dynamic, personalized feedback while driving st…

1
Uplevel Your QBRs to Double Your Upsell Revenue 36:44

5M ago36:44

36:44

Send us a text Are you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales? In this interview, Stijn Smet shares actionable insights on how top-performing companies are using data-driven customer success strategies to uplevel your QBRs and double your upsell revenues. Click here to watch the in…

1
Transform Customer Onboarding with These Practical Steps 32:15

5M ago32:15

32:15

Send us a text Do your customers keep getting stuck in onboarding purgatory? After this session with Kristi Faltorusso, you will learn the key steps that will transform your onboarding experience. Whether you're struggling with long onboarding times or looking for practical, scalable solutions, Kristi shares strategies that have driven success at C…

1
Implementing the “Experts Success” Strategy - Upsells & Retention 27:28

6M ago27:28

27:28

Send us a text How can companies support and grow their small customers (SMBs) with limited resources? Discover how Maple’s innovative platform helps companies support their small customers (SMBs) without breaking the bank. In this episode, Irit and guest Elad Donsky dive into scalable customer success strategies using industry experts. Click here …

1
Episode 30: Tips and tricks for Enhanced Self Check-in 11:25

6M ago11:25

11:25

Interested in configuring all of the new tools included in Enhanced Self Check-in for athenaOne? Curious about how your staff can save time by optimizing the way patients can check in for appointments on their own devices? Hear from an athenaOne user (in an interview recorded at Thrive) about how her orthopedics practice leverages Enhanced Self Che…

1
Data-Driven Initiatives to Lowering Churn 23:43

6M ago23:43

23:43

Send us a text Is it possible to save every account? While it's important to do everything possible to prevent churn, Customer Success teams need to be strategic in their efforts. Bárbara Edith Pugliese shares her team’s innovative approaches to reduce churn, prove value, and foster customer advocacy; maintaining the goal to maximize overall custom…

1
Achieving a Net Positive Score with Google Forms 19:54

6M ago19:54

19:54

Send us a text Did you know that you can boost your net retention rate using just a Google Form? In this episode of the CSM Practice Podcast, Irit Eizips sits down with Sara Areco, Head of Customer Success at Antavo, to discuss a simple yet powerful strategy for achieving a net positive score. Discover how Sara's team tracks customer sentiment and …

1
Episode 29: Optimize your partnership with your CSM 19:09

6M ago19:09

19:09

Your Customer Success Manager is your biggest advocate – but are you making the most of that relationship? In the latest episode of the athenahealth podcast, we chat with the director of finance at an urgent care organization in Colorado (athenahealth customers since 2009) about how learned to be proactive with her CSM to get the help she needs to …

1
Secrets to Smooth Renewals and Driving Upsell Opportunities 32:27

6M ago32:27

32:27

Send us a text "Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape." Chris Dishman, Sr. Vice President of Global CS at Totango, shares the importance of proactive strategies in customer renewals, the benefits of empowering Cus…

1
Why Every CEO Needs to Understand Customer Success! 26:23

7M ago26:23

26:23

Send us a text In this episode of the CSM Practice podcast, Irit Eizips sits down with Mark Abbott, CEO of ninety.io, to explore the critical elements of customer success and business growth. Learn how the Entrepreneurial Operating System (EOS) can be a game-changer for companies aiming to enhance customer retention and build sustainable high-trust…

1
Optimizing Cross-Functional Customer Success Processes 26:47

7M ago26:47

26:47

Send us a text Beth Fulton shows us how to optimize CS processes through cross-functional collaboration LIKE A BOSS! Learn the insider tips and tricks that can transform your team's efficiency and drive unprecedented growth in your customer success strategy. Click here to watch on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how shifting focus from technical imp…

1
Episode 28: How to configure the patient banner in athenaOne 23:42

7M ago23:42

23:42

Your practice is unique, and so your patient banner in athenaOne should be unique as well. As of the Fall 2024 Release during the week of November 11, you’ll be able to add, remove, and rearrange the primary patient banner cards – and even create custom cards, based on the needs of your organization. We sat down at Thrive with a leader at an FQHC i…

1
Renewal Automation Leads to 15-Point Improvement in Retention Rate 34:00

7M ago34:00

34:00

Send us a text Can renewal automation transform your customer success strategy and drive significant revenue growth? The answer is YES! In this insightful conversation with Sharon Shafran, VP of Customer Success and Operations at Emerson, we explore the journey of implementing automation in a mature organization and the remarkable outcomes achieved…

1
Episode 27: Dr. Bobby Mukkamala of the American Medical Association 24:17

7M ago24:17

24:17

We were thrilled to welcome Dr. Bobby Mukkamala, president-elect of the American Medical Association, who joined at Thrive, our annual user summit in late October. As part of his visit, Dr. Mukkamala discussed a top priority that the AMA shares with athenahealth -- averting Medicare physician payment cuts looming in Congress. To learn more or lend …

1
Future of Customer Success: CEO Perspective on Metrics and Investments 33:08

7M ago33:08

33:08

Send us a text Do you know what the future holds for customer success? In this episode of the CSM Practice Podcast, we find out the predictions for this crazy question from a CEO's perspective. Join Irit as she chats with You Mon Tsang, CEO of ChurnZero, about the evolving landscape of customer success, key metrics, and strategic investments. Click…

1
Boosting CSM Efficiency Through Centralized Data Management 27:29

8M ago27:29

27:29

Send us a text Centralizing customer data drastically improves CSM efficiency and trust in data. Matt Kaplon, Director of Customer Success at Indeed, shares practical strategies for reducing time spent on data retrieval, enhancing customer interactions, and driving better business outcomes. Click here to watch the interview on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 -…

1
Episode 26: Manage integrations with athenaConnect, in the Fall 2024 Release 32:28

8M ago32:28

32:28

The latest episode of the athenahealth podcast introduces you to athenaConnect, a new tool that will provide a centralized view of your practice’s connections and integrations to and with athenaOne. The My Connections dashboard will provide a comprehensive list of current integrations, enabling users to see their current connections, understand the…

1
Increase Renewal Probability by 30% with Customer Health Scores! 29:45

8M ago29:45

29:45

Send us a text How can improving customer health scores increase renewal probability by 30%? This is crucial for business executives as it directly impacts customer retention, revenue growth, and the ability to forecast churn. Understanding and leveraging health scores allows executives to implement proactive engagement strategies, ultimately leadi…

1
Reduce Churn by 15% with This Simple Approach! 30:13

8M ago30:13

30:13

Send us a text Dillon Young, founder and CEO of Lifetime Value Media, shares his secrets on how he turned around a company's retention rate from 83% to an astounding 98% in just one quarter! Click here to watch the interview on YouTube. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Learn the three-pronged strategy that skyrocketed retention rates by 15% in 90 days. - Discover how …

1
Transforming Careers From Zero Experience to Successful CSM 21:16

8M ago21:16

21:16

Send us a text Unlock the secrets to successful career transitions into Customer Success! In this episode of the CSM Practice podcast, we explore how individuals with no prior experience can thrive as Customer Success Managers (CSMs). Discover actionable insights on training, onboarding, and the essential skills needed for success. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Eff…

1
Episode 25: Thrive 15:48

8M ago15:48

15:48

Thrive, athenahealth’s annual summit, brings together over 2,000 users, partners, and leaders within the healthcare community from across the country in late October to connect, learn best practices, and share new perspectives on some of the biggest challenges that are facing us in healthcare. Register by October 9 at https://web.cvent.com/event/4c…

1
Tips and Tricks for Reducing Customer Churn 31:49

8M ago31:49

31:49

Send us a text Ever wondered how top companies tackle churn? Discover how Varda Tirosh, Chief Customer Officer at Optimove, implemented a unique churn management framework that has revolutionized customer retention. Click here to watch the episode on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Varda's journey to developing a game-changing churn strategy. - The role of d…

1
IMPROVE Customer Surveys and INCREASE Survey Response Rates 26:08

9M ago26:08

26:08

Send us a text In this interview, Dannah Vaughan, Director of Customer Success at Apty, shares with us her strategies in increasing survey response rates. She implemented innovative techniques that not only QUADRUPLED response rates, but also enhanced customer engagement and operational efficiency. Dive into this session to uncover the secrets behi…

1
Episode 24: Training on athenaOne, tailored to your needs 19:17

9M ago19:17

19:17

We've made numerous updates to our free training offerings for athenaOne customers aimed to help you train both new and tenured staff on athenaOne in a way that best aligns with the needs of your practice. In the latest episode of the athenahealth podcast, we run down the ways clinicians and staff can get the training they need to navigate athenaOn…

1
How Alex Turkovic Built a Digital Customer Success Team 30:01

9M ago30:01

30:01

Send us a text How can businesses build and optimize customer success practices in the digital age? Alex Turkovic, Director of Global Customer Success at Flexera (formerly known as Snow Software), answers all of your questions about digital customer success in this episode! Delve into innovative strategies, tactical automation, and impactful insigh…

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