Best Kevin Metzger Podcasts (2025)

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Customer Success Playbook S3 E49 - Joe Di Grande - Tech Touch 7:43

1d ago7:43

7:43

Send us a text Ready to rethink your approach to customer success without draining your budget? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Joe Di Grande, founder of Joe DE's Tech Touch, to demystify tech touch strategies. Joe shares practical methods for building a tech touch framework even …

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Customer Success Playbook S3 E48 - Mary Schmid - AI, Empathy and the Future! 13:45

4d ago13:45

13:45

Send us a text In the final chapter of a compelling three-part series on the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon sit down once more with communication strategist Mary Schmid to explore whether artificial intelligence can play a meaningful role in building trust. With AI Fridays in full swing, the conversation veers into …

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Customer Success Playbook Podcast S3 E47 - Mary Schmid - When Empathy Tunes in Trust Turns On! 12:47

6d ago12:47

12:47

Send us a text Strap in for another riveting episode of the Customer Success Playbook, where empathy isn’t just a buzzword—it’s a business advantage. Hosts Kevin Metzger and Roman Trebon are once again joined by communication maven Mary Schmid, who unpacks the neurological power of empathy and its pivotal role in client trust and loyalty. From the …

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Customer Success Playbook S3 E46 - Mary Schmid - Listen To Connect not Correct 10:31

8d ago10:31

10:31

Send us a text In this high-impact episode of the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon welcome Mary Schmid, MBA, a communication and leadership expert with a passion for rewiring how we listen. Mary reveals how to shift from surface-level exchanges to trust-building dialogues by embracing her "Conversational Edge" framewo…

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Customer Success Playbook S3 E45 - Cairo Marsh - AI and Empathy: Can Technology Truly Understand Your Customer? 10:46

11d ago10:46

10:46

Send us a text In this forward-looking Friday edition of the Customer Success Playbook, Cairo Marsh returns to round out his trilogy of episodes with a critical discussion: can artificial intelligence enhance empathy in customer experience, or does it risk eliminating the human touch? Cairo, Roman, and Kevin dive into the real-world uses of AI in s…

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Customer Success Playbook S3 E44 - Cairo Marsh - Building Cross-Cultural Customer Connections That Stick 12:06

13d ago12:06

12:06

Send us a text In this midweek edition of the Customer Success Playbook, Cairo Marsh returns to the mic to explore the layered world of empathetic marketing across cultures. From the Bronx to Tokyo, Cairo's lived experience adds a global lens to his practical insights on designing connection-first marketing strategies. He unpacks how empathy drives…

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Customer Success Playbook S3 E43 - Cairo Marsh - Empathy is the New ROI 8:11

15d ago8:11

8:11

Send us a text This episode of the Customer Success Playbook welcomes Cairo Marsh, Founder and Executive Partner of Relative, for a thought-provoking conversation on empathy-led marketing. Cairo shares his top tip for organizations seeking to harness empathy as a competitive advantage: focus on value at every touchpoint. From Patagonia's purpose-dr…

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Customer Success Playbook Podcast S3 E42 - Shep Hyken - AI, Fear, and Friction 9:38

18d ago9:38

9:38

Send us a text In the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intellig…

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Customer Success Playbook Podcast S3 E41 - Shep Hyken - The Hidden ROI of Convenience 12:06

20d ago12:06

12:06

Send us a text In this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels…

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Customer Success Playbook S3 E40 - Shep Hyken - Why "Fine" is a Four-Letter Word in Customer Experience 8:23

22d ago8:23

8:23

Send us a text Get ready for a masterclass in customer service strategy with the legendary Shep Hyken. In this milestone episode of the Customer Success Playbook podcast, Shep breaks down key takeaways from his newly released "2025 State of Customer Service and CX" report. Discover why being merely "fine" won't cut it anymore, how consistency trump…

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Customer Success Playbook S3 E39 - Matt LeMay - AI Is Not a Strategy 12:34

25d ago12:34

12:34

Send us a text In the finale of our three-part series, Matt LeMay takes on the tech world's shiniest object: artificial intelligence. From summarizing meeting notes to influencing million-dollar decisions, AI is here to stay. But Matt warns against using AI as a goal unto itself. Product teams must ground their experimentation in business logic—or …

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Customer Success Playbook S3 3E8 - Matt LeMay - Defining Impact When Everyone Disagrees 14:19

27d ago14:19

14:19

Send us a text In part two, the gloves come off. Kevin and Roman dive into the chaos of defining impact across diverse teams with Matt LeMay. From freemium metrics to ROI confusion, Matt exposes why so many organizations fail to align on what "impact" actually means. This episode is your backstage pass to better collaboration and smarter goal setti…

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Customer Success Playbook S3 E37 - Matt LeMay - From Feature Factory to Business Driver 9:11

29d ago9:11

9:11

Send us a text We kick off this powerhouse three-part series with Matt LeMay, author of Impact First Product Teams. In this episode, we challenge the default mindset of "shipping features" and dig into how product teams can align closely with business-level outcomes. Matt lays down his number one tip for product leaders: set goals that are both hig…

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Customer Success Playbook S3 E36 - Ken Sandy - AI Will Revolutionize the Skills PM's Need 18:35

1M ago18:35

18:35

Send us a text It’s AI Friday on the Customer Success Playbook! In this forward-looking finale of our three-part series with Ken Sandy, we explore how artificial intelligence is reshaping product leadership. From discovery and prototyping to ethical decision-making and team collaboration, AI is not just changing the tools—it's changing the very ski…

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Customer Success Playbook S3 E35 - Ken Sandy - Solve Meaningful Customer Problems 17:20

1M ago17:20

17:20

Send us a text In this dynamic midweek episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon are back with product leadership veteran Ken Sandy. This time, Ken tackles one of the most pressing challenges in modern product management: how to juggle the urgent demand for quick wins with the strategic need for long-term customer val…

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Customer Success Playbook S3 E34 - Ken Sandy - Persuasive NOT Positional Power 10:47

1M ago10:47

10:47

Send us a text In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Ken Sandy, author of The Influential Product Manager, to uncover the secret sauce behind leadership without formal authority. Ken draws on 25 years of product leadership to explain why "leading through influence" isn't just a survival…

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Customer Success Playbook S3 E33 - Gilad Shriki - FunnelStory Customer Interview AI Friday 9:34

1M ago9:34

9:34

Send us a text Let’s demystify the magic behind streamlined customer success operations. In this episode of the Customer Success Playbook podcast, Kevin Metzger sits down with Gilad Shriki from Scope to unpack their strategic integration of FunnelStory. They dive into privacy-first data management, lightning-fast time-to-value, and how AI is reshap…

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Customer Success Playbook S3 E32 - Gilad Shriki - FunnelStory Customer Interview Big Question 12:03

1M ago12:03

12:03

Send us a text In this engaging episode of the Customer Success Playbook Podcast, host Kevin Metzger sits down with Gilad Shriki from The Scope to explore how FunnelStory is transforming customer success operations. With seamless integration capabilities and a robust automation-first approach, FunnelStory is setting a new standard for customer succ…

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Customer Success Playbook Podcast 31 7:56

1M ago7:56

7:56

Send us a text Summary: Dive into an engaging conversation with Gilad Shriki, Co-founder of Descope, as he shares transformative insights on leveraging FunnelStory to optimize customer journey visibility. Learn how understanding customer data can shape strategic decisions and drive impactful customer success initiatives. This episode offers a deep …

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Customer Success Playbook S3 E30 - Marcelo Calbucci - AI Friday and PRFAQ 12:29

2M ago12:29

12:29

Send us a text Summary: In the finale of their insightful series, the Customer Success Playbook podcast hosts Roman Trebon and Kevin Metzger engage with Marcello Calbucci to unpack how AI is influencing the PR FAQ framework. Marcello shares key strategies on leveraging AI for research and feedback while cautioning against over-reliance that may ero…

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Customer Success Playbook S3 E29 - Marcelo Calbucci - Strategy Focus 11:02

2M ago11:02

11:02

Send us a text Summary: In this engaging episode of the Customer Success Playbook podcast, hosts Kevin Metzger and Roman Trebon continue their deep dive with Marcello Calbucci, exploring how organizations can successfully integrate the PR FAQ framework. Marcello shares strategies for overcoming resistance to change, emphasizes the importance of wri…

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Customer Success Playbook S3 E28 - Marcelo Calbucci - PRFAQ 8:23

2M ago8:23

8:23

Send us a text Summary: In this dynamic episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger sit down with Marcello Calbucci, technologist, innovator, and author of the PR FAQ framework. Together, they unpack how Amazon's Press Release and Frequently Asked Questions method fosters innovation and sharpens strategic …

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Customer Success Playbook S3 E27- David Singer - AI and The Customer Experience 8:39

2M ago8:39

8:39

Send us a text Summary: Get ready for an electrifying AI Friday as hosts Roman Trebon and Kevin Metzger wrap up their three-part series with AI expert David Singer. In this episode, the trio dives deep into how AI is reshaping customer experience, employee satisfaction, and business outcomes. From real-world success stories to a visionary look into…

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Customer Success Playbook S3 E26 - David Singer - Automation Balancing Act 9:00

2M ago9:00

9:00

Send us a text Summary: In this episode of the Customer Success Playbook podcast, Kevin Metzger and Roman Trebon sit down with David Singer, Global VP at Variant, to tackle a question that’s top of mind for every organization: How do you balance automation and human connection? From chatbots to IVRs, David shares invaluable insights into how busine…

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Customer Success Playbook S3 E25 - David Singer - Human Touch in Customer Support 8:51

2M ago8:51

8:51

Send us a text Summary: How do you strike the perfect balance between automation and human connection in customer service? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with David Singer, Global VP at Verve, to explore the critical role emotional intelligence (EQ) plays in customer interactions. Dav…

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Customer Success Playbook S3 E24 - Martin Vogel - AI Predictive Insights 8:06

2M ago8:06

8:06

Send us a text Summary: Welcome to the final installment of our three-part series with Martin Vogel on the Customer Success Playbook Podcast! This week, we dive into the transformative role AI plays in global support frameworks—particularly in the hardware plus SaaS world. AI isn't just a buzzword; it's changing the way businesses handle predictive…

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Customer Success Playbook S3 E23 - Martin Vogel - Balancing Expansion and Customer Needs 10:48

2M ago10:48

10:48

Send us a text Summary: How do you expand into new verticals and regions while still keeping your current customers happy? That’s the one big question we tackle in this episode of the Customer Success Playbook Podcast. Hosts Kevin Metzger and Roman Trebon welcome back Martin Vogel to explore the challenges of scaling a business while maintaining st…

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The Importance of Business Leadership & Culture in Asphalt Paving | Pave It Forward Podcast 1:16:40

2M ago1:16:40

1:16:40

Join Kevin Gray and Phil Metzger as they dive deep into what it takes to build a successful asphalt paving company while maintaining a strong company culture. Kevin shares invaluable insights from his 17+ years of experience on managing growth, developing teams, and creating lasting success in the industry. Key Topics Covered: • The reality of star…

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AOS 2025! Overview and Q&A (Live Episode from January 2025) 41:47

2M ago41:47

41:47

Here's a YouTube description for the live recap video: Join Kevin Gray and Phil Metzger as they break down what's included in the Asphalt Operating System (AOS) Winter 2025 Program. With over 15 years of asphalt industry experience, Kevin shares insights on what it takes to run a profitable paving business and how AOS can help establish the systems…

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Asphalt Paving: Offseason Equipment Assessment | Pave It Forward Podcast 55:31

2M ago55:31

55:31

In this in-depth episode, industry veterans Kevin Gray and Phil Metzger discuss critical equipment assessment and maintenance strategies for the offseason. Learn how successful paving companies prepare their equipment for the next season while maximizing profit margins through smart equipment decisions. Key Topics Covered: 🔧 End-of-season equipment…

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Customer Success Playbook S3 E22 - Martin Vogel - Global Support Framework 9:30

2M ago9:30

9:30

Send us a text Summary: In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Martin Vogel, an executive leader in global customer support and complex hardware-plus-SaaS solutions. They dive deep into the challenges of establishing a scalable, efficient global support framework and ensuring immediate a…

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Customer Success Playbook S3 E21 - Terinee Pooler - AI Friday - Churn Risk 9:00

2M ago9:00

9:00

Send us a text In this compelling finale of a three-part series, Terinee Pooler explores the transformative potential of AI in Net Promoter Score (NPS) management and customer success strategies. The discussion delves into how AI tools are streamlining customer feedback analysis, automating risk assessment, and enhancing the overall efficiency of c…

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Customer Success Playbook S3 E20 - Terinee Pooler - Driving Feedback Through The Company 10:21

2M ago10:21

10:21

Send us a text erinee Pooler shares invaluable insights on transforming Net Promoter Score (NPS) feedback into actionable organizational change. The episode delves into practical strategies for ensuring customer feedback drives meaningful improvements across companies. Detailed Analysis The conversation explores several critical aspects of NPS impl…

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Customer Success Playbook S3 E19 - Terinee Pooler - NPS 6:11

2M ago6:11

6:11

Send us a text In this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement a…

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CSP S3 E18 - Eleni Vorvis - Leveraging AI for Enhanced Customer Intelligence 10:16

2M ago10:16

10:16

Send us a text In this compelling conclusion to our three-part series, Eleni Vorvis delves into the transformative role of artificial intelligence in strengthening the partnership between Customer Success and Product Management teams. Discover how AI is revolutionizing customer feedback analysis, product usage tracking, and strategic decision-makin…

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CSP S3 E17 - Eleni Vorvis - Product Adoption Monitoring 12:09

3M ago12:09

12:09

Send us a text This episode dives deep into the intricate relationship between product adoption monitoring and customer success. Eleni Vorvis, a seasoned customer success professional, shares her expertise on implementing effective monitoring strategies and establishing robust feedback loops with product management teams. The discussion explores bo…

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CSP S3 E16 - Eleni Vorvis - Product management- Communication and Strong Relationships 6:17

3M ago6:17

6:17

Send us a text In this compelling episode of The Customer Success Playbook, Eleni Vorvis, a fractional CS leader and consultant, shares invaluable insights on fostering effective collaboration between Customer Success and Product Management teams. She emphasizes the crucial importance of building strong relationships and understanding mutual goals …

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CSP S3 E 15 - Mike Sabat Twilio - Meta Prompt for Success 10:16

3M ago10:16

10:16

Send us a text In this thought-provoking episode, Mike Sabat, Enterprise Account Executive at Twilio, unveils practical strategies for leveraging AI in customer success and account management. He shares groundbreaking approaches to AI implementation, including using it as a virtual coworker and harnessing tools like Google Gemini for comprehensive …

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CSP S3 E14 - Mike Sabat Twilio - The Merger of CSM and AE 12:10

3M ago12:10

12:10

Send us a text Summary In this thought-provoking discussion, Mike Sabat from Twilio shares his perspective on the potential convergence of Customer Success Management (CSM) and Account Executive (AE) roles in enterprise technology. The conversation delves into how consumption-based pricing models and increasing product complexity are driving this t…

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CSP S3 E13 - Mike Sabat - Twilio - Upsells in Account Reviews 7:59

3M ago7:59

7:59

Send us a text In this compelling episode of the Customer Success Playbook podcast, Mike Sabat, Enterprise Account Executive at Twilio, shares his expertise on effectively incorporating upsells into account reviews. He discusses how the increasing complexity of modern products creates opportunities for account managers to deliver additional value t…

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CSP E12 - Michael Bernstein - AI is Revolutionizing Strategic Partnership 9:36

3M ago9:36

9:36

Send us a text In this illuminating discussion, Michael Bernstein from the Atlanta Journal Constitution reveals practical applications of AI in strategic partnership development. Drawing from his experience at AJC, Bernstein explores how artificial intelligence enhances market analysis, streamlines partnership communications, and drives innovative …

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CSP E11 - Michael Bernstein - Unlocking Growth Through Strategic Partnerships 9:11

3M ago9:11

9:11

Send us a text In this compelling episode, Michael Bernstein of the Atlanta Journal Constitution shares his expertise on leveraging strategic partnerships to drive customer success. He reveals how implementing a B2B partnership channel led to remarkable growth, accounting for 25% of AJC's subscription acquisitions within just six months. Through pr…

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CSP S3 E10 - Michael Bernstein - Mastering Win-Win-Win Partnerships 6:23

3M ago6:23

6:23

Send us a text In this compelling episode, Michael Bernstein, Senior Partner and Business Development Lead at Atlanta Journal Constitution, shares his expertise on creating successful strategic partnerships. He introduces the innovative concept of "win-win-win" scenarios, emphasizing how partnerships must benefit all three key stakeholders: the org…

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CSP S3 E9 - Keith Hanks - AI for Developing the Customer Profile 11:16

3M ago11:16

11:16

Send us a text The conversation delves into how AI is reshaping customer success operations, from analyzing customer profiles to enabling personalized micro-learning experiences. Keith Hanks shares valuable insights on leveraging AI for content repurposing, pattern recognition, and operational efficiency, emphasizing how individual CSMs can take in…

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CSP S3 E8 - Keith Hanks - Match the Actual Customer Profile 12:28

3M ago12:28

12:28

Send us a text In this thought-provoking episode of the Customer Success Playbook podcast, Keith Hanks challenges conventional wisdom about customer profiles. He emphasizes the importance of understanding and adapting to actual customer profiles rather than rigidly adhering to ideal customer profiles (ICP). Keith shares valuable insights on establi…

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CSP S3 E7 - Keith Hanks - #1 Tip - Love Your Customers, Tolerate Your Prospects 9:09

3M ago9:09

9:09

Send us a text Summary Keith Hanks introduces a groundbreaking perspective on customer profiling by distinguishing between the Ideal Customer Profile (ICP) and what he terms the Actual Customer Profile (ACP). Drawing from his extensive experience in client success and program management, Hanks emphasizes the critical shift that occurs post-contract…

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CSP S3 E6 - Kevin Metzger - AI agents usage in 2025 8:46

3M ago8:46

8:46

Send us a text In this forward-looking episode, Kevin Metzger delves deep into the transformative potential of AI agents in service delivery. The discussion unveils how AI agents are revolutionizing business processes by breaking down complex tasks into manageable components. Kevin explains the architecture of AI agents, their practical application…

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CSP S3 E5 -Kevin Metzger - Your Service is Your Product 5:28

3M ago5:28

5:28

Send us a text In this compelling episode of the Customer Success Playbook Podcast, Kevin Metzger presents a transformative perspective on service delivery, framing it as a product rather than just a process. This paradigm shift enables organizations to apply proven customer success methodologies to their service delivery framework, ensuring consis…

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CSP S3 E4 - Kevin Metzger - Communication is Key 8:14

4M ago8:14

8:14

Send us a text In this compelling episode of the Customer Success Playbook Podcast, co-host Kevin Metzger shares his foundational principle for driving team success: the power of clear communication. Drawing from his extensive experience in requirements gathering and project management, Kevin unveils practical strategies for avoiding communication …

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CSP S3 E3 - Roman Trebon - AI as a Customer Success Assistant 9:51

4M ago9:51

9:51

Send us a text In this compelling conclusion to our three-part series, Roman Trebon explores the transformative potential of AI tools, particularly ChatGPT, in enhancing customer success team planning and meeting effectiveness. The discussion delves into practical applications of AI for the "Keep, Kill, Start" exercise and meeting optimization, off…

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