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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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Manage episode 522392097 series 3555213
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Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro
The Objection Handling Guidebook for CS:
https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout
In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Courtney Belbin, VP of Customer Success at Leader, a manager enablement platform. They unpack how Courtney went from therapist to CS leader, why curiosity is a true superpower in customer conversations, and how her team runs a full cycle CS model without relying on rigid playbooks. Courtney shares how she teaches CSMs to sit in discomfort, separate noise from impact, and use deeper discovery to uncover real business problems instead of reacting to surface requests. They also dig into psychological safety, call coaching, leading managers through the teddy bear plus bulldozer balance, and the shift from retention first thinking to treating CS as a growth engine that speaks in outcomes and revenue language.
Chapters:
00:00 Introduction
06:55 Inside Leader, full cycle CSMs and structuring the post sale team
14:16 Cutting through the noise, activity versus impact and root cause thinking
23:10 Redefining customer value and building a team without rigid playbooks
30:32 Curiosity as a superpower
36:54 Why CSMs stop one question too early and how to go deeper without feeling salesy
42:19 Psychological safety, call coaching and how the team transformed
47:31 Leading leaders, big lessons learned
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Courtney Balban:
Linkedin: https://www.linkedin.com/in/courtneybalban/
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Chapters
1. Introduction (00:00:00)
2. Inside Leader, full cycle CSMs and structuring the post sale team (00:06:55)
3. Cutting through the noise, activity versus impact and root cause thinking (00:14:16)
4. Redefining customer value and building a team without rigid playbooks (00:23:10)
5. Curiosity as a superpower (00:30:32)
6. Why CSMs stop one question too early and how to go deeper without feeling salesy (00:36:54)
7. Psychological safety, call coaching and how the team transformed (00:42:19)
8. Leading leaders and big lessons learned (00:47:10)
48 episodes
