The Expansion Mindset: How Great CSMs Drive Growth Without Selling

The Customer Success Pro Podcast

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses how customer success professionals can drive customer growth without feeling like salespeople. She emphasizes the evolving role of customer success as a revenue-driving function and the importance of building trust with customers. Anika outlines common mistakes in customer expansion, the significance of the expansion mindset, and the need for collaboration between customer success and sales teams. She provides practical steps for engaging customers and highlights the importance of tracking expansion signals to unlock growth opportunities.
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Chapters
00:00 Introduction
02:53 The Evolving Role of Customer Success
05:55 Overcoming Hesitations in Commercial Conversations
08:49 Common Mistakes in Customer Expansion
12:07 The Expansion Mindset: Enabling Growth
15:01 Collaboration Between CS and Sales
17:58 Tracking Expansion Signals
20:48 Practical Steps for Customer Engagement
24:07 Final Thoughts
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Send Anika a text :)

Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest

Podcast Editor: https://podcastmagician.com/

Chapters

1. Introduction (00:00:00)

2. The Evolving Role of Customer Success (00:02:53)

3. Overcoming Hesitations in Commercial Conversations (00:05:55)

4. Common Mistakes in Customer Expansion (00:12:07)

5. The Expansion Mindset: Enabling Growth (00:12:07)

6. Collaboration Between CS and Sales (00:15:01)

7. Tracking Expansion Signals (00:17:58)

8. Practical Steps for Customer Engagement (00:20:48)

9. Final Thoughts (00:24:07)