Best Csm Tips Podcasts (2025)

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How to Reduce Churn for HighLevel SaaS Agencies Using GoCSM w/ Nipun Syal 1:08:03

4h ago1:08:03

1:08:03

In our very first episode, we sit down with Tim Sabir, founder of GoCSM, to talk about one of the biggest challenges facing SaaS agencies on HighLevel — churn. With 7+ years of experience helping local businesses grow through smart technology, Tim shares practical strategies for reducing churn, increasing product adoption, and building stronger cli…

1
Improve Your Storytelling Skills by 200% and Land Your Next Upsell 20:49

7d ago20:49

20:49

Send us a text In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of storytelling in customer success and upselling. She discusses how effective storytelling can significantly enhance a CSM's ability to connect with customers, drive revenue, and create compelling narratives that resonate with clients. Anika …

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

9d 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
Why Your Marketing Team is the Key to CS Revenue Growth with Ashna Patel 1:02:33

14d ago1:02:33

1:02:33

Send us a text In this episode, Anika Zubair discusses the vital collaboration between customer success and marketing with guest Ashna Patel. They explore how aligning these two functions can drive growth, retention, and upsells. Ashna shares her journey from customer success to marketing, emphasizing the importance of messaging and cross-functiona…

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

16d 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 to Identify At-Risk Customers and Save Them 38:16

1M ago38:16

38:16

Send us a text In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical skill of identifying customer churn signs and implementing strategies to prevent it. She debunks common myths about churn, emphasizes the importance of proactive engagement, and outlines a five-step framework for recognizing at-risk customers. Th…

1
Episode 35: Get claims created automatically 21:12

1M 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
The #1 mistake CSMs make when trying to drive expansion — and how to fix it 23:17

1M ago23:17

23:17

Send us a text In this episode of the Customer Success Pro podcast, Anika Zubair discusses the common pitfalls in customer expansion strategies and emphasizes the importance of proactive engagement. She highlights that expansion should not be treated as a one-time event but rather as an ongoing process that requires continuous conversations and gui…

1
The Anti Check-In: How to CSM on a Daily Basis to Drive Value and Expansion with Melanie Faye 52:19

2M ago52:19

52:19

Send us a text In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Melanie Fay, an enterprise Customer Success Manager at Goldcast. They discuss Melanie's journey in customer success, her transition between various roles, and her innovative approach to customer engagement known as the 'anti-check-in.' Melanie shares h…

1
The One Thing That Will Make or Break Your Customer Success Career 33:19

2M ago33:19

33:19

Send us a text In this episode of the Customer Success Pro podcast, Anika Zubair discusses the critical role of strategic communication in customer success. She debunks common misconceptions about what defines success in the field, emphasizing that it's not just about product knowledge or churn prevention. Instead, she highlights the importance of …

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

2M 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
How to Scale a Customer Success Team Without Losing Customer Value with Saahil Karkera 49:43

3M ago49:43

49:43

Send us a text In this episode, Anika Zubair discusses the challenges of scaling customer success teams without losing sight of customer value with guest Saahil Karkera. They explore the importance of understanding customer value, the need for continuous engagement with customers, and the significance of personal relationships in customer success. …

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

3M 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
The Power of Data Driven Decision Making in Customer Success with Guy Rahamim 48:05

3M ago48:05

48:05

Send us a text Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. Enter the Planhat Giveway to win an all expense trip to Planhat Open: www.planhat.com/giveaway In this episode of the Customer Success Pro Podcast, host…

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
Episode 31: Appointment Schedule 25:37

4M 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
From CS to Sales Growth: Turning Upsells into New Sales with Ejieme Eromosele 43:30

4M ago43:30

43:30

Send us a text In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Ejieme Eromosele, an award-winning customer success leader, about her journey from customer success to general management. They discuss the importance of customer advocacy in driving new sales, strategies for upselling and expansion, and the evolving r…

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

5M 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
First time Customer Success Leader to a Revenue Leader with Stijn Smet 51:57

6M ago51:57

51:57

Send us a text In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Stino, the head of customer success at whale.io. They discuss the evolving role of customer success in the SaaS industry, emphasizing the importance of a revenue-focused mindset. Stino shares his journey from being a tax attorney to a customer success …

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

6M 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
Customer Success Metrics That Drive Growth with Jay Nathan 51:04

7M ago51:04

51:04

Send us a text In this podcast episode, Anika Zubair interviews Jay Nathan, COO of Churnkey, about his extensive experience in the SaaS industry and the evolving role of customer success. They discuss the key metrics that drive growth in SaaS, such as retention, customer lifetime value, and profitability, emphasizing the need for agility in trackin…

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

7M 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
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
How to Get Promoted into an Enterprise CSM with Caly Agar 46:37

8M ago46:37

46:37

Send us a text Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro podcast, host Anika Zubair discusses with Carly Agar, founder and CEO of Carly Agar Training, about effectiv…

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

8M 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
Using AI in Your Daily Customer Success Routine with Alex Turkovic 48:23

9M ago48:23

48:23

Send us a text Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. The podcast episode features Alex Turkovic discussing the integration of AI in customer success routines. Key topics include practical applications of A…

1
Episode 23: Reducing coding tasks for overworked physicians with "Enhanced Diagnosis" 39:07

9M ago39:07

39:07

You went to medical school to learn to treat patients, not to learn to code claims. In the latest episode of the athenahealth podcast, Dr. Nele Jessel walks through the Enhanced Diagnosis feature (now in testing, and coming to all athenaOne customers in 2025) that aims to reduce the administrative burden on clinicians at a time when value-based car…

1
Leading with Value and Increase Revenue in Customer Success with Madelyn DePrey 36:00

10M ago36:00

36:00

Send us a text Learn more about our show sponsor CSM RevUP Academy: https://thecustomersuccesspro.com/csm-revup-academy/ Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro Po…

1
Episode 22: State of the network, with CEO Bob Segert 30:48

10M ago30:48

30:48

Administrative burden is driving rampant clinician burnout. Value-based care programs are becoming more complex. Patients are demanding better tools to engage with their care team. In the latest episode of the athenahealth podcast, CEO Bob Segert provides his perspective on the rapidly changing healthcare industry – and how we plan to support you t…

1
Driving Customer Retention and Customer Growth at Scale with Daphne Costa Lopes 51:21

11M ago51:21

51:21

Send us a text Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode, Anika Zubair talks with Daphne Costa Lopez, Director of Customer Success at HubSpot, about strategies for driving and growing customer …

1
Episode 21: Enhanced Self-Check-In features in the Summer 2024 Release 28:44

11M ago28:44

28:44

As of the Summer 2024 Release, your patients will be able to fill out numerous check-in forms digitally – and the information in the forms will flow into structured data fields in athenaOne, reducing or eliminating the need for office staff to input that data in athenaOne. Learn more about what we have planned for Enhanced Self-Check-In workflows i…

1
How to Get Hired in Customer Success in a Tough Job Market with Jared Orr 46:02

12M ago46:02

46:02

Send us a text Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro podcast, hosted by Anika Zubair, guest Jared Orr, a Senior Customer Success Manager and copywriter, shares h…

1
Episode 20: Specialty workflows in athenaOne 20:39

1y ago20:39

20:39

athenaOne is already the most flexible, configurable, and agile solution available to clinicians, but we’re now building comprehensive tools and support models to empower these specialists with the tools they need to provide the best possible patient care. Hear more about our plans to better support specialties like urgent care, women's health, and…

1
How to become a Strategic Customer Success Manager with Erika Villarreal 46:47

1y ago46:47

46:47

Send us a text Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro podcast, host Anika Zubair interviews Erica Villareal, a strategic customer success manager at Eptura and a …

1
Episode 19: Digital patient payments make for faster patient payments 26:02

1y ago26:02

26:02

Unlike other day-to-day expenses, medical bills can take patients by surprise -- making it more difficult for them to pay their balances promptly, which in turn puts more work on office staff to collect those payments. In the latest episode of the athenahealth podcast, we walk through some of the tools you have to facilitate digital patient payment…

1
Customer Success Career Path to the C-Suite with Kristi Faltorusso 49:55

1y ago49:55

49:55

Send us a text Navigating your Customer Success Career with Kristi Faltorusso In this episode of the Customer Success Pro podcast, Anika Zubair interviews Kristi Faltorusso, a four times Top 25 Customer Success Influencer award winner and CCO at Client Success. Kristi shares her remarkable journey from a marketing professional to becoming a leading…

1
Psychological Mindset Shift from Reactive to Proactive Customer Success with Rachel Provan 43:25

1y ago43:25

43:25

Send us a text Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. Imposter Syndrome, Prioritization, and Mindset Shifts in Customer Success. All topics we covered in Today’s talk with Rachel Provan. Today’s podcast wil…

1
Episode 18: Send claims faster as of the Spring 2024 Release 15:40

1y ago15:40

15:40

In the Spring 2024 Release, we're rolling out several features designed to help you get your claims submitted faster and cleaner, ultimately getting you paid faster. Today's podcast goes in-depth on new features like Automatic Claim Creation, the Claim Assistant sidebar, and more -- coming to athenaOne the week of March 18. This episode of the athe…

1
Welcome to The Customer Success Pro Podcast by Anika Zubair 2:04

1y ago2:04

2:04

Send us a text 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 bui…

1
Episode 17: Customize your clinical workflows 39:38

1+ y ago39:38

39:38

No two patients are the same, and no two clinicians practice medicine exactly the same way. In our latest episode, Dr. Nele Jessel walks us through ways clinicians and departments can customize workflows like order sets (including making changes at the point of care), questions asked on order entry, vaccine orders, and more. Love the podcast? Leave…

1
Episode 16: Bringing patient data to your fingertips 32:43

1+ y ago32:43

32:43

When clinicians have the right patient data at the right time, they can drive better outcomes -- and their organizations can thrive in value-based care programs, too. Get an in-depth look at the athenahealth ecosystem and the way we're partnering with numerous sources of patient data to ensure clinicians have the full story. You can even hear about…

1
Episode 15: The athenaOne mobile app 28:34

1+ y ago28:34

28:34

Our goal is to help clinicians spend more time with patients and less time in front of a computer. In a world of micromoments – those seconds and minutes when you’re waiting in line for coffee or walking down the hallway – a little efficiency can add up to hours of time saved each week. Learn more about how the athenaOne mobile app, a comprehensive…

1
Episode 14: Clinical workflows in the Fall 2023 Release 14:46

1+ y ago14:46

14:46

The Fall 2023 Release takes place during the week of November 13. For even more information on the Fall 2023 Release, check out the Fall 2023 Release Walk-through or review the Release Centers on the Success Community. Have a topic you want us to cover in a future episode? Email [email protected].…

1
Episode 13: Growing and reducing costs via clinically integrated networks 35:12

1+ y ago35:12

35:12

The Alaska Provider Network is a clinically integrated network (CIN) -- a group of independent healthcare providers who collaborate on best practices to improve cost, quality, and patient care, as well as the efficiency and wellbeing of providers. The largest benefit for the members of Alaska Provider Network is access to collective data. Clinician…

1
Episode 12: How Medicare cuts could impact your practice 16:56

1+ y ago16:56

16:56

This month, we take an in-depth look on how proposed cuts to Medicare payment rates threaten to jeopardize patient access to care – and your rates of reimbursement. What can you can do about it? Listen to learn more – and visit FixMedicareNow.org for even more information.By athenahealth

1
Episode 11: Get paid more, with less work 22:42

1+ y ago22:42

22:42

We know your focus is on caring for the patients in your community -- but we also know you can't provide the best possible care if you're not getting paid for the services you provide. We go in-depth today on tips and tricks for reducing the manual work involved in claim submission and other billing workflows in athenaOne. Don't forget to register …

1
Episode 10: Driving digital engagement with your patients 32:52

2y ago32:52

32:52

Now, more than ever, patients are discerning consumers -- and patients want to be able to book appointments, complete pre-appointment tasks, and pay their bills from their digital devices, at their convenience. In this conversation with Curtis Sherbo, who leads the patient experience division at athenahealth, we walk through the tools available in …

1
Episode 9: The Summer 2023 Release, with Dr. Nele Jessel 22:47

2y ago22:47

22:47

Get an in-depth overview of the enhancements to clinical workflows -- including the first in a series of updates to the Clinical Inbox -- in athenaOne in the Summer 2023 Release, coming during the week of July 24. To learn more about the new features, check out the Summer 2023 Release Centers on the Success Community Be sure to register now for Thr…

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