Best Kevin Metzger Podcasts (2025)

1
The Trust Tightrope: Rebuilding Customer Confidence After a Misstep w/ Kevin Metzger 39:24

12d ago39:24

39:24

Communication in customer success hinges not on what you say, but what your customer hears, as Kevin Metzger discovered when a casual comment about contractual obligations spiraled into a three-month recovery process with an enterprise client. • Customer's SSL certificate expired causing application issues • According to contracts, certificate rene…

1
054. Patton Oswalt, Adam Carolla, & Jason Mewes | Day Jobs 1:49:41

6h ago1:49:41

1:49:41

Comedians Patton Oswalt, Adam Carolla, & Jason Mewes go head-to-head with Big Jay Oakerson & Luis J. Gomez in a "Day Jobs" themed episode of Story Warz recorded LIVE at The Comedy Store in Los Angeles, California! Whose job at a video rental business saved his family from the "do not rent" list? Who answered phones at a warehouse for adult toys? An…

1
The Helicopter CCO: Breaking Silos & Building Trust w/ Anthony DeShazor 49:32

5d ago49:32

49:32

Anthony DeShazer shares how his protective approach to customer management earned him the reputation as "The VP of No" and how he transformed his leadership style to foster cross-functional collaboration. He reveals the journey from gatekeeping to enabling teams through a mindset shift from "No" to "Yes, and" thinking. • Taking customer ownership t…

1
Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer Storytelling 8:14

5d ago8:14

8:14

Send us a text Ready to shake up your customer experience approach with some no-fluff, straight-to-the-point wisdom? In this episode, Adrian Swinscoe – author of *Punk CX* and *How to Wow* – joins Roman Trebon to deliver a masterclass on how real, actionable data combined with firsthand customer stories can transform your CX from good to unforgetta…

1
053. Josh Barnett, Sarah Tollemache & Tristan Bowling | Happiness 2:13:27

7d ago2:13:27

2:13:27

Comedians Josh Barnett, Sarah Tollemache & Tristan Bowling go head-to-head with Big Jay Oakerson & Luis J. Gomez in a HAPPINESS themed episode of Story Warz! Who spent years smiling through a painful hemorrhoid? Who mistook a group with special needs as sloppy drunks? And who got kicked out of a Mexican strip club? Find out all this and plenty more…

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052. Yakov Smirnoff, Brendan Sagalow & Rachel Wolfson | Violence 1:28:50

14d ago1:28:50

1:28:50

Comedians Yakov Smirnoff, Brendan Sagalow & Rachel Wolfson go head-to-head with Big Jay Oakerson & Luis J. Gomez in a VIOLENCE themed episode of Story Warz! Who witnessed a fistfight between two uncles on Christmas Eve? Who used their bleeding gums as a prank against a significant other? And who had the guts to confront their sibling's bully? Find …

1
Intensity and Professionalism: The Keys to Implementation Success w/ Sri Ganesan 44:12

19d ago44:12

44:12

Sri Ganesan shares how bringing intensity and professionalism to implementation projects can dramatically improve customer partnerships and outcomes. The RocketLane CEO details specific strategies for setting expectations, improving communication, and catching issues before they become dealbreakers. • Intensity means the ball is always in your cour…

1
Customer Success Playbook S3 E69 - Gayle Gorvett - Scaling AI Governance Without Killing Innovation 22:24

22d ago22:24

22:24

Send us a text How do you build AI governance that scales without becoming the innovation police? In our final conversation with tech lawyer Gayle Gorvett, we tackle the ultimate balancing act facing every organization: creating robust AI oversight that moves at the speed of business. From shocking federal court rulings that could force AI companie…

1
051. Brian Redban, Kurt Metzger & Tommy Pope | Money 1:36:41

22d ago1:36:41

1:36:41

Comedians Brian Redban, Kurt Metzger & Tommy Pope join a show full of Money stories! Who got caught committing a credit card scam? Who sold their comic book collection to pay for an abortion? Whose family thought they won a million dollars? All this and more on an all new Story Warz! Original Air Date: 07.21.25 Support our sponsors! Check out YoKra…

1
When Your Data Structure Derails Digital Customer Success w/ Aaron Hatton 42:30

26d ago42:30

42:30

Aaron Hatton, digital CS program builder at PV Case, shares how parent-child account relationships in data infrastructure nearly derailed a customer success platform rollout. His experience reveals the critical importance of cross-functional collaboration when establishing digital customer success programs and the challenges of defining who your cu…

1
050. Jeff Ross, Bonnie McFarlane & KP Burke | Fun 1:33:09

29d ago1:33:09

1:33:09

Comedians Jeff Ross, Bonnie McFarlane & KP Burke face off in a Fun themed episode. Who was kicked out of a comedy club for making love in the green room? Who had an inappropriate encounter at a Pearl Jam concert as a teen? Find out all this and plenty more, all on this week's episode of Story Warz ------------------ Original Air Date: 07/14/25 ----…

1
Customer Success Playbook S3 E68 - Gayle Gorvett - Who's Liable When AI Goes Wrong? 12:38

1M ago12:38

12:38

Send us a text When AI systems fail spectacularly, who pays the price? Part two of our conversation with global tech lawyer Gayle Gorvett tackles the million-dollar question every business leader is afraid to ask. With federal AI regulation potentially paused for a decade while technology races ahead at breakneck speed, companies are left creating …

1
Your Go-To-Market Teams Are Speaking Different Languages w/ Camela Thompson 37:53

1M ago37:53

37:53

Camela Thompson, Head of Marketing at RevOps Co-op and co-host of the RevOps AF podcast, shares how a major analytics implementation nearly collapsed when the focus shifted from customer value to delivery timelines. • Different definitions of attribution lead to misalignment in go-to-market analytics implementations • Standard onboarding metrics of…

1
049. Steve Byrne, Dusty Slay, & Dave Smith | Drinking 1:32:11

1M ago1:32:11

1:32:11

Comedians Steve Byrne, Dusty Slay, & Dave Smith go head-to-head with Big Jay Oakerson & Luis J. Gomez in a DRINKING themed episode of Story Warz! Who cut school to go to court for underage drinking? Who drove their car across the lawn at a high school party? And who fought a black guy the first time they drank tequila? Find out all this and plenty …

1
Building Customer Experience that Drives Business Value w/ Andrew Carothers from Cisco 45:51

1M ago45:51

45:51

Data access is the fuel for customer experience initiatives and was a three-year battle at Cisco, requiring persistent effort to overcome departmental silos. Andrew Carruthers shares insights from his 17 years at Cisco, where he led digital CX strategy during their transition from hardware to software. • Lack of corporate mandate for the CS functio…

1
Customer Success Playbook S3 E67 - Gayle Gorvett - AI Governance Essentials 10:02

1M ago10:02

10:02

Send us a text Ready to navigate the complex world of AI governance without getting lost in legal jargon? This episode delivers a masterclass in building ethical AI frameworks that actually work for your business. Global tech lawyer and fractional general counsel Gayle Gorvett breaks down the essential guardrails every company needs before diving h…

1
048. Kam Patterson, Vinny Guadagnino, & Mike Feeney | Danger 1:33:31

1M ago1:33:31

1:33:31

Comedians Kam Patterson, Vinny Guadagnino, & Mike Feeney go head-to-head with Big Jay Oakerson & Luis J. Gomez in an DANGER themed episode of Story Warz! Who once visited a new baby at a trap house? Who went down a halfpipe on a rented city bike? And who refused to deliver newspapers to the projects? Find out all this and plenty more all on this we…

1
Customer Success Playbook Podcast S3 E66 - Jake McKee - AI Experience Design 14:41

1M ago14:41

14:41

Send us a text The final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relationships, replacement instead of enhancement. This customer success playbook episode demonstra…

1
Shiny Objects Don't Solve Problems: A Honest Look at CS Technology w/ Sally Stoewe 45:50

2M ago45:50

45:50

Sally from Customer Obsessing Consulting shares insights on why CS technology implementations fail despite good intentions and how teams can better prepare for new tools. • Every tech company uses between 57-110 tools, creating significant tech sprawl challenges • Project management capabilities are crucial but undervalued skills for CSMs handling …

1
047. Jim Norton, Bryan Callen, & Tim Butterly | The Seven Deadly Sins 1:34:58

2M ago1:34:58

1:34:58

Comedians Jim Norton, Bryan Callen, & Tim Butterly go head-to-head with Big Jay Oakerson & Luis J. Gomez in a "Seven Deadly Sins" themed episode recorded LIVE at The Comedy Mothership in Austin, Texas! Who was screamed at after staring at a woman in a bikini by a pool? Who once broke both hands punching drywall? And who lashed out in anger by throw…

1
Customer Success Playbook Podcast S3 E65 - Jake Mckee - Community VS Data Driven Road Map 18:32

2M ago18:32

18:32

Send us a text What happens when passionate customer feedback clashes with cold, hard data? Jake McKee tackles this age-old product dilemma with wisdom earned from years at Lego and building communities for Fortune 500 brands. This episode of the customer success playbook reveals why treating community building as relationship development—not just …

1
046. Steve Rannazzisi, Lev Fer, & Xia Anderson | The Internet 1:30:19

2M ago1:30:19

1:30:19

Steve Rannazzisi, Lev Fer, & Xia Anderson go head-to-head with Big Jay Oakerson & Luis J. Gomez in an "internet" themed episode of Story Warz! Who uses chat GPT to have pre arguments with their significant other? Who has used the public computers in hotels to watch adult content? And who gave their address to a ped*phile in exchange for trading car…

1
Happy Isn't Enough: Why Satisfied Customers Still Churn w/ Alex Glick from Outreach.io 41:46

2M ago41:46

41:46

Customer satisfaction doesn't guarantee retention, and challenging conversations are often essential for genuine success. Strategic CSM from Outreach.io, Alex Glick shares his experiences losing an enterprise account just months into a role and how it reshaped his entire approach to customer success. • Happy customers still churn when they don't se…

1
Customer Success Playbook S3 E 64 - Jake McKee - AI Voice and AI Adoption 8:38

2M ago8:38

8:38

Send us a text The future of AI isn't just about technology—it's about relationships. Jake McKee, renowned as "the community guy," delivers a paradigm-shifting perspective on AI adoption that goes far beyond features and functionality. Rather than getting caught up in the technical capabilities, McKee advocates for designing the emotional connectio…

1
045. Jim Florentine, Colum Tyrrell, & Chris Stanley | Mistakes 1:24:55

2M ago1:24:55

1:24:55

Jim Florentine, Colum Tyrrell, & Chris Stanley go head-to-head with Big Jay Oakerson and Luis J. Gomez in an episode of Story Warz that's all about Mistakes! Who once pushed a parked car off the edge of an embankment? Who spent most of their life thinking there were children on The Challenger spaceship? And who used Saran Wrap as a condom? Find out…

1
Hidden Pitfalls of CS Platform Implementations w/ Marley Wagner, EverHealth 36:45

2M ago36:45

36:45

Marlee Wagner, Head of Customer Success Programs & Strategy at EverHealth, shares a cautionary tale about a failed CS platform implementation due to overlooked data infrastructure incompatibilities, and provides crucial advice for evaluating customer success platforms. • Carefully examine your data infrastructure compatibility when evaluating new p…

1
Customer Success Playbook Podcast S3 E63 - AI Revolution in Customer Success: From Chorus to Custom GPTs 11:38

2M ago11:38

11:38

Send us a text AI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation intelligence tools like Chorus for team coaching and customer context gathering, to emerging…

1
044. Tony Hinchcliffe, David Lucas, & Valerie Vaughn | Family 1:34:21

2M ago1:34:21

1:34:21

Tony Hinchcliffe, David Lucas, and Valerie Vaughn from Kill Tony go head-to-head with Big Jay Oakerson & Luis J. Gomez in a FAMILY themed episode of Story Warz! Who ruined their family's trip to Disney World? Who keeps a family member's remains in a shoe box? And who had an Aunt named Cricket who used to rob banks? Find out all this and plenty more…

1
Customer Success Playbook Podcast S3 E62 - John Huber - Who Should Really Own Upsells and Cross-sells? 9:26

2M ago9:26

9:26

Send us a text Wednesday brings the burning question that divides CS and sales teams everywhere: who should own expansion revenue? John Huber tackles this contentious topic with nuanced insights drawn from his experience managing both dedicated CS-led expansion models and hybrid partnership approaches. Rather than offering a one-size-fits-all answe…

1
Saving the $2.2 Million Deal w/ De'Edra Williams from DeepHow 38:54

3M ago38:54

38:54

De' Edra Williams, Chief Customer Officer of DeepHow, shares how her team turned a potential $2.2 million customer churn into a full renewal with expansion by mobilizing cross-functional resources and developing a strategic intervention plan. This customer success recovery story demonstrates the importance of proactive renewal planning, deep custom…

1
043. TJ Miller, Mike Rainey, & Danny Polishchuk | Minorities 1:28:30

3M ago1:28:30

1:28:30

Comedians TJ Miller, Mike Rainey, & Danny Polishchuk go head-to-head with Big Jay Oakerson & Luis J. Gomez in an episode of Story Warz that's all about MINORITIES! Who was fed microwaved bananas by an Indian babysitter? Who got in over their head with an elderly Chinese woman at a massage parlor? Who hid their Green Day CDs from their black friends…

1
Beyond Relationships: What Really Prevents Churn w/ Justin Chappell 31:48

3M ago31:48

31:48

Customer success isn't just about building relationships – it's about understanding your customers' strategic outcomes and helping them achieve measurable business results. • Building relationships without connecting to business outcomes leaves accounts vulnerable to churn • Track customer data meaningfully and use it in authentic, non-cheesy ways …

1
Customer Success Playbook Podcast S3 E61 - John Huber - Blueprint for Strategic Alignment 6:36

3M ago6:36

6:36

Send us a text Summary This episode kicks off a compelling three-part series featuring John Huber, founder of Customer Success Architects, who brings two decades of experience building CS functions across five different SaaS companies. The conversation centers on the fundamental question every growing business faces: how do you launch a customer su…

1
Customer Success Playbook Podcast S3 E60 - Kristen Nolan - How AI Can Strengthen Client Relationships 9:36

3M ago9:36

9:36

Send us a text The Customer Success Playbook podcast wraps up its enlightening three-part series with Kristen Nolan of Interview Valet by exploring the delicate balance between technology and human connection. In this forward-thinking discussion, Kristen reveals how she leverages AI as a strategic tool while maintaining authentic relationships. Fro…

1
042. Howie Mandel, Joe List, & Kerryn Feehan | Mental Health 1:35:51

3M ago1:35:51

1:35:51

Howie Mandel, Joe List, & Kerryn Feehan go head-to-head with Big Jay Oakerson & Luis J. Gomez in a "Mental Health" themed episode of Story Warz! Whose grandfather was given electric shock therapy for talking to birds? Whose mother fist fought the neighborhood crazy lady? And who was completely unbothered by 9/11? Find out all this and plenty more, …

1
Customer Success Playbook Podcast S3 E59 - Kristen Nolan - Get Out There 9:21

3M ago9:21

9:21

Send us a text The Customer Success Playbook podcast delivers a thought-provoking exploration of confidence building in this captivating episode featuring Kristen Nolan of Interview Valet. Hosts Roman Trebon and Kevin Metzger guide a discussion that dives into overcoming self-doubt and imposter syndrome. Kristen shares her personal journey from que…

1
Default to Action: Why Your First Try Will Probably Fail - w/ Dillon Young 41:57

3M ago41:57

41:57

What happens when leadership doesn't understand the fundamental differences between customer success and sales? Dillon Young, founder of Lifetime Value Media and host of the Daily Stand-Up podcast, shares hard-won wisdom from 15 years in customer success on this revealing episode of Customer Unsuccess. At the heart of many CS struggles is a critica…

1
Customer Success Playbook Podcast S3 E58 - Kristen Nolan - Master Your Life with Practical Time Management Tips 6:51

3M ago6:51

6:51

Send us a text In this eye-opening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger welcome Kristen Nolan, Senior Client Account Manager at Interview Valet. As a military spouse, mother of three, and active community volunteer, Kristen shares her battle-tested strategies for managing a packed schedule. Her numb…

1
Customer Success Playbook Podcast S3 E57 - Elizabeth Harrin - AI Friday Special: Elizabeth Harrin's Guide to Smart Project Management Automation 9:03

3M ago9:03

9:03

Send us a text As artificial intelligence promises to revolutionize project management, many professionals feel caught between excitement and overwhelm. In this AI Friday finale of their three-part series, Kevin Metzger and Roman Trebon explore with Elizabeth Harrin how to harness AI's power without losing the human touch. From security concerns to…

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041. Nick Rochefort, Kevin Ryan, & Crack Amico | NYC 1:36:46

3M ago1:36:46

1:36:46

Nick Rochefort, Kevin Ryan, & Crack Amico to head-to-head with Big Jay Oakerson, & Luis J. Gomez in an NYC themed episode of Story Warz! Who cried in the subway while a homeless man played The Beatles? Who was stopped on the bridge by a stranger who thought they were going to jump? And who scratched a piece of paint off of a Vincent Van Gogh painti…

1
Customer Success Playbook Podcast S3 E56 - Elizabeth Harrin - Blueprint for Managing Competing Project Demands 9:10

3M ago9:10

9:10

Send us a text When multiple projects collide with competing deadlines, stakeholder management becomes an art form. In this dynamic episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon continue their conversation with Elizabeth Harrin, exploring the intricate dance of aligning diverse stakeholder expectations. From financial ser…

1
Customer Success Playbook Podcast S3 E55 - Elizabeth Harrin - Stop the Burnout 8:42

3M ago8:42

8:42

Send us a text Ever feel like you're juggling flaming torches while riding a unicycle? That's modern project management for you. In this episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon welcome Elizabeth Harrin, the mastermind behind the award-winning Rebels Guide to Project Management. With over two decades of experience he…

1
Customer [Un]Success - Teaser 0:41

3M ago0:41

0:41

Tired of Customer Success conversations that sound like they were written by a vendor's PR team? The Customer [Un]Success Podcast cuts through the noise to expose what’s actually broken in Customer Success, and other GTM roles, and what to do about it. Hosted by Joe Di Grande, a digital CS, Tech Touch, and RevOps leader with experience at companies…

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Customer Success Playbook Podcast S3 E54 - Katie Smith - How to Use AI in Marketing Without Losing Your Brand Voice 17:23

3M ago17:23

17:23

Send us a text In this final part of the Katie Smith trilogy on the Customer Success Playbook, we enter the brave new world of AI and marketing. Host Kevin Metzger explores the promises and pitfalls of generative tools with Katie, who brings her thoughtful and grounded take on how businesses can embrace automation while fiercely protecting their au…

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040. John Crist, Robert Kelly, & Zac Amico | Chaos 1:55:31

3M ago1:55:31

1:55:31

John Crist, Robert Kelly, & Zac Amico go head-to-head with Big Jay Oakerson and Luis J. Gomez in a CHAOS themed episode of Story Warz! Who stole alcohol from their entire group of friends in high school? Who spent a month driving a car with no brakes? And who accidentally brought a date to a mosh pit? Find out all this and plenty more, only on this…

1
Customer Success Playbook Podcast S3 E53 - Katie Smith - Building the Bridge: Aligning Marketing and Customer Succes 16:47

3M ago16:47

16:47

Send us a text Back for part two with Katie Smith on the Customer Success Playbook, and this time we’re tearing down silos. In this Wednesday edition, host Kevin Metzger guides a conversation focused on how to bring marketing and customer success into harmony. Katie—founder of Wild Path Consulting and fractional CMO—shares a blueprint for unifying …

1
Ep. 17: Density-Based Shipping: A Guide to the 2025 NMFC Changes with ODFL’s Seth Bauer & the NMFTA’s Keith Peterson 20:40

3M ago20:40

20:40

With the upcoming National Motor Freight Classification (NMFC) system changes — Docket 2025-1 — poised to boost carrier efficiency and potentially lower shipping costs, this discussion examines past classification challenges and outlines the future benefits, along with crucial preparation resources for shippers. Host Samantha Jones of SJ Consulting…

1
Customer Success Playbook Podcast S3 E52 - Katie Smith - From Stagnation to Strategy 6:36

3M ago6:36

6:36

Send us a text This episode of the Customer Success Playbook podcast is a breath of fresh Livingston, Montana air. Kevin Metzger sits down with Katie Smith, fractional CMO and founder of Wild Path Consulting, to unpack how strategic marketing and proactive customer listening can transform customer relationships and drive sustainable growth. Katie d…

1
Customer Success Playbook S3 E51 - Joe Di Grande - Understand the Goal 11:42

4M ago11:42

11:42

Send us a text Close out the week with a power-packed episode of the Customer Success Playbook, as Roman Trebon and Kevin Metzger welcome Joe Di Grande for a lively Friday discussion on AI in customer success! Joe shares an honest look at how AI can supercharge your customer success playbook—but only if deployed with clarity and purpose. Learn how …

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039. Yakov Smirnoff, Elle King, & Jared Freid| Restaurants 1:31:47

4M ago1:31:47

1:31:47

Yakov Smirnoff, Elle King, and Jared Freid go head-to-head with Big Jay Oakerson & Luis J. Gomez in a "Restaurants" themed episode of Story Warz! Who has never pooped at a restaurant besides Ruby Tuesday? Who flipped a chair during a fist fight at the fanciest restaurant in Amsterdam? Who drove a Rolls-Royce to get free dinner at Denny‘s on their b…

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