Best CSM Practice Podcasts (2025)

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

7d 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
Episode 36: Tools to document encounters as you go 16:16

4d 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
The 12 Reasons You Can't Ignore Reactivations 33:58

10d ago33:58

33:58

In this episode, Chad Madden breaks down the 12 hidden benefits of reactivating past patients in your physical therapy, chiropractic, or healthcare clinic. From boosting revenue during slow seasons to improving staff morale and patient outcomes, reactivations are the easiest, most overlooked growth channel for private practices. Chad shares persona…

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

13d 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

20d 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

25d 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

28d 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

1M 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
How to Establish Metrics & KPIs for Every Position in Your Practice 35:56

1M ago35:56

35:56

In this episode of the Grow Your Practice podcast, Chad Madden, owner of Madden Physical Therapy and Breakthrough, discusses the importance of establishing metrics and Key Performance Indicators (KPIs) for every role in a private practice. Chad explains the definitions and difference between accountability, responsibility, and authority, and shares…

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

1M 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

2M 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
How to Achieve Your Big Hairy Audacious Goal in Private Practice 16:37

2M ago16:37

16:37

Join host Chad Madden in this episode of the 'Grow Your Practice Podcast' as he discusses strategies to help your private practice achieve its big goals, or as some might call them "unattainable goals." Chad breaks down the process of setting a Big Hairy Audacious Goal (BHAG) and how to map out a Three-Year Highly Achievable Goal (3HAG). Listen in …

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

2M 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
How to Get More New Patients Without Relying on Doctor Referrals 32:17

2M ago32:17

32:17

In this episode of the Grow Your Practice Podcast, host Chad Madden, owner of Madden Physical Therapy and Breakthrough, shares an in-depth guide on how to diversify new patient sources and reduce reliance on physician referrals. Madden outlines the benefits of diversification, discusses the five new patient pathways (reactivations, word-of-mouth re…

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
Unlocking Customer Success with AI: Practical Insights and Real-Life Lessons 5:15

2M ago5:15

5:15

Are you ready to bring your Customer Success strategy to the next level with AI? 🚀 In this episode of Engage to Lead, I dive into real-world stories and practical tips on how AI can help you predict customer risks, automate routine tasks, and boost your team's productivity. Spoiler: AI doesn't replace us—it amplifies our ability to deliver real, hu…

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

2M 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
Top 3 Campaigns Working for Reactivations 34:00

2M ago34:00

34:00

Join Chad Madden, owner of Madden Physical Therapy and Breakthrough, as he delves into the best practices for crafting successful email and text campaigns aimed at reactivating past patients. Chad addresses common challenges such as what content to send, how often to send emails, and fears around unsubscribes. He shares personal anecdotes, includin…

1
From CSM to AM – A Promotion or a Downgrade? 11:07

2M ago11:07

11:07

In this episode of Engage to Lead: Customer Success & Leadership Bites, we tackle a growing challenge in Customer Success—companies blurring the line between CSMs and Account Managers. What happens when you’re suddenly expected to upsell, even though you signed up for a retention-focused role? Is this a promotion, a downgrade, or just the evolution…

1
Burnout in Customer Success: How to Avoid It 10:08

2M ago10:08

10:08

Burnout in Customer Success and Leadership is real—but it doesn’t have to be inevitable. In this episode of Engage to Lead, we dive into why burnout happens, the hidden impact of bad-fit customers, and how constant escalations can drain your energy. But more importantly, we’ll talk about what you can actually control to protect yourself from burnou…

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

2M 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
How Justin Pezick Saw Practice Growth and Scaled to $2.8M in Revenue 30:11

2M ago30:11

30:11

Welcome to the Grow Your Practice podcast! In today's episode, host Chad Madden, owner of Madden Physical Therapy and Breakthrough, interviews Justin Pezick, a private practice owner in Burlington, Massachusetts, of Orthopaedics Plus Physical Therapy. Justin shares his journey from being a fascinated young anatomy enthusiast to becoming a successfu…

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

3M 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
3 Ways to Attract More Patients for Your Add-on Cash Services; CSM Roundtable Insights; The Future of the Hybrid Practice 22:13

3M ago22:13

22:13

In this episode of the 'Grow Your Practice' podcast, host Chad Madden, owner of Madden Physical Therapy and Breakthrough, discusses strategies to effectively introduce and promote add-on cash-based services in a private practice. Madden shares insights from a recent roundtable at CSM in Houston, Texas, involving notable experts like Gary Calabrese,…

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

3M 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
How This Practice Owner Generated $2,000 of Revenue in a Single Day 33:39

3M ago33:39

33:39

In this episode of the Grow Your Practice podcast, host Chad Madden interviews Kim Bentley, owner of Steadfast Physical Therapy in Anniston and Oxford, Alabama. Kim shares her journey from working in various healthcare settings to opening her own private practice in 2023. She discusses the challenges she faced, the pivotal moments that led her to s…

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

3M 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
This is the #1 Single Biggest Mistake Owners Make in Marketing 29:10

3M ago29:10

29:10

In this episode of the 'Grow Your Practice Podcast,' Chad Madden, owner of Madden Physical Therapy and Breakthrough, discusses the single biggest mistake private practice owners make in their marketing efforts. Drawing from a survey of over 300 practice owners, Madden identifies that focusing too much on media types and not enough on messaging can …

1
Engage & Reactivate: Your Complete Patient Retention System with Steven Coen 43:47

3M ago43:47

43:47

Join Chad Madden and Stephen as they discuss the success of the private practice network IPA in New York, involving 50 tax IDs and over 100 locations, with a payer already agreeing to negotiate contracts. They then delve into the importance of engagement and reactivation strategies for private practices, sharing real-life success stories and detail…

1
How to Prove Value to Customers 34:23

3M 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
Can I Really Improve My Payer Mix with Marketing? 21:07

3M ago21:07

21:07

Mastering Payer Mix Strategy for Your Physical Therapy Practice | Grow Your Practice Podcast Join Chad Madden, owner of Madden Physical Therapy and Breakthrough, in this insightful episode of the Grow Your Practice Podcast. Chad dives into strategies to improve your payer mix, attracting more high-paying clients and reducing reliance on low payers.…

1
Episode 32: Managing Clinical Inbox volume 15:21

3M 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

3M 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
Want to Sell Your Practice? Here is What You Need to Do in the Last 2 Weeks to Increase Value 25:40

3M ago25:40

25:40

Join host Chad Madden, owner of Madden Physical Therapy and Breakthrough, in this insightful episode of the Grow Your Practice podcast. Discover the key strategies and systems to elevate the value of your private practice, especially if you're considering selling. Learn about the importance of diverse patient acquisition channels and how to optimiz…

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

4M 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
How to Promote a New Clinic and Get Busy Quickly 25:07

4M ago25:07

25:07

Welcome to the Grow Your Practice Podcast! In this episode, host Chad Madden, owner of Madden Physical Therapy and Breakthrough, explores how to effectively promote a de novo (new) clinic in a cold market. Chad delves into the marketing challenges and solutions involved in filling a new clinic's schedule, achieving break-even points swiftly, and co…

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
AI Is Changing Customer Success Forever 32:45

4M 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
Filling Clinician Schedules: Overcoming Challenges for Private Practice 16:40

4M ago16:40

16:40

Join Chad Madden, owner of Madden Physical Therapy and Breakthrough, on the 'Grow Your Practice' podcast as he addresses a common challenge owners face when expanding from one to two clinicians. This episode covers strategies for maintaining clinician schedules, focusing on business operations, and overcoming self-limiting beliefs to ensure success…

1
Improving Your Payer Mix With Marketing Featuring Scott Gardner from UPTA 49:21

4M ago49:21

49:21

In this webinar, industry experts discuss strategies for private practice owners to improve their payer mix, increase profitability, and navigate the financial challenges of declining reimbursements. The session starts with engaging participant introductions, followed by a deep dive into the macroeconomics of private practice, the role of the UPTA,…

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

4M 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
How to Establish an Accountability Chart to Grow in 2025 24:58

4M ago24:58

24:58

Welcome to the Grow Your Practice podcast hosted by Chad Madden, owner of Madden Physical Therapy and Breakthrough. In this episode, Chad explains how to establish an accountability chart tailored for practices with different revenue levels ($500K, $1M, $3M). He discusses the importance of having clear roles and responsibilities using methodologies…

1
Transform Customer Onboarding with These Practical Steps 32:15

4M 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
Leadership Styles for Business Growth with Danny Kerr 50:04

4M ago50:04

50:04

Mastering Leadership and Management with Danny Kerr | Grow Your Practice Podcast Join Chad Madden, owner of Madden Physical Therapy and Breakthrough, on the latest episode of the Grow Your Practice podcast. Special guest Danny Kerr, a managing partner at Breakthrough Academy Incorporated, discusses his inspiring journey from a challenging upbringin…

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

5M 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
3 Ways to Market Your Gait Analysis Services with Doug Adams from RunDNA 1:04:41

5M ago1:04:41

1:04:41

In this episode, learn three effective ways to promote your gait analysis services from experts Doug Adams and Chad Madden. Discover how RunDNA technology is revolutionizing gait analysis and explore the impressive growth and metrics of users in 2024. The duo discusses various promotional strategies, including engaging with running coaches, leverag…

1
How I Made 7 YouTube Videos with Over 1,000,000 Views 16:04

5M ago16:04

16:04

How Viral YouTube Videos Can Transform Your Physical Therapy Practice Join host Chad Madden, owner of Madden Physical Therapy and Breakthrough, in this episode of the 'Grow Your Practice' podcast. Chad shares his journey of creating viral YouTube videos that garnered millions of views and discusses how leveraging social platforms can make your priv…

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
Data-Driven Initiatives to Lowering Churn 23:43

5M 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…

Podcasts Worth a Listen

CSM Practice Podcasts

Podcasts Worth a Listen