Best CSM Practice Podcasts (2025)

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Ep. 159: “Don’t Underestimate” – Evolving Technologies and Change in Asset and Facility Management with Podcast Host Mike Petrusky 15:06

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12d ago15:06

15:06

Podcast host Mike Petrusky shares an update on his future plans for the show, industry conferences happening this fall, and the need for continuous learning in our asset and facility management journey. He discusses recent themes that have come up this past year, especially the impact of artificial intelligence and AI agents on the built environmen…

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Ep. 158: “Have a Conversation” – Chatbots, AI and the Future of FM and Asset Management with Entrepreneur and Author Ab DeWeese 20:29

26d ago20:29

20:29

Ab DeWeese is a serial entrepreneur, investor, polymath, and AI educator recognized for his ability to distill complex problems into clear, actionable solutions. Mike Petrusky asks AB about his new book, “Essential AI: Your All-in-One QuickStart to Using AI in Business and The Workplace” where he explains the different types of AI systems, includin…

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Ep. 157: “Find a Partner” – Facility Management, Restoration and the Future of the Built Environment with Steve Willis, FMP of Mooring USA 22:01

1M ago22:01

22:01

Steve Willis, FMP is Vice President for Specialty Services at Mooring USA where his is a team builder, networker and educator in the field of disaster restoration and commercial construction. Mike Petrusky asks Steve about the future role of facility managers as the built environment becomes more complex and demanding due to the integration of new …

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Ep. 156: “Empower Your People” – Using Artificial Intelligence to Share Knowledge in Facilities Maintenance with Derek Crager, PMP, CLSS, CSM, AWS-CP of Practical AI 21:44

2M ago21:44

21:44

Derek Crager, PMP, CLSS, CSM, AWS-CP is a visionary AI Solutions Architect & founder of Practical AI, which exists to bridge the gap between people and the knowledge they seek. Mike Petrusky asks Derek about empowering employees with the right knowledge and tools for effective asset and facility management. They explore how Voice AI can act as a si…

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Ep. 155: “Prevention is Your Best Asset Strategy” – Air Quality, Facilities Maintenance and Safety with Norelle Done of Viking Pure Solutions 19:17

3M ago19:17

19:17

Norelle Done is Director of Marketing at Viking Pure Solutions where she is on a mission to elevate the way we think about health, safety, and sustainability in the spaces we live, learn, and work. Mike Petrusky asks Norelle about the importance of addressing invisible threats in facilities, such as airborne viruses and chemical residues, and how n…

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Ep. 154: “Recognize Your Teams” – Effective Facility Management and Maintenance of the Built Environment with Shawn Morgal of The Building People 21:42

3M ago21:42

21:42

Shawn Morgal is Vice President of Facilities Management and Operations & Maintenance at The Building People where he is proudly serving multiple federal and local government agencies in support of the FM and O&M business lines. Mike Petrusky asks Shawn about his career journey and current perspectives on the state of the facility and asset manageme…

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Inside HPE’s Secret Weapon for Customer Success: Executive Interviews Explained! 34:06

3M ago34:06

34:06

Send us a text What if your customer success strategy could directly boost revenue by 30%? In this episode, Irit Eizips sits down with Susana Esteban, Global CX Leader at HPE, to reveal how their Executive Interview Program transformed customer conversations into a revenue-generating engine. Click here to watch the interview on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 …

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Ep. 153: “Start Small and Start Smart” – The Power of RFID Technology in FM and Asset Management with Joe Alvarez of National Office Systems Companies 20:03

3M ago20:03

20:03

Joe Alvarez is President & CEO of National Office Systems Companies where he is passionate about helping to bridge the gap between an organization's processes and technology when considering storage and asset management systems. Mike Petrusky asks Joe about RFID technology and the ways that it offers a more efficient and accurate way to track asset…

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How To Personalize The Onboarding Experience For Different Customer Segments 31:40

4M ago31:40

31:40

Send us a text Struggling with customer onboarding? See how one company transformed its approach and achieved record-breaking success. In this interview on CSM Practice, Irit Eizips sits down with Raman Bindra, a three-time CS Creative Award winner and a top customer success influencer nominee. In just 10 months, his team revamped their onboarding …

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Ep. 152: “The Data to Prove It” – Telematics, Transportation Operations and Fleet Management with Mike Duffy of The University of Virginia 20:55

4M ago20:55

20:55

Mike Duffy is Transportation Operations and Fleet Manager at The University of Virginia where he is passionate about improving UVA FM vehicles and equipment, implementing programs that steward funds while reducing environmental impacts. Mike Petrusky asks Mike to share about his career journey in fleet management, his achievements in the field, and…

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How Emerson Increased Renewals with a ScaledCS engagement 35:34

4M 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 …

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Ep. 151: “You Should Feel Empowered” – Holistic Facility Solutions with Chief Facilities Officers at the 2025 Annual Conference for the Virginia Chapter of APPA 28:28

4M ago28:28

28:28

Mike Petrusky hosted a Chief Facilities Officer panel discussion at the 2025 Annual Conference for the Virginia Chapter of APPA where the theme was “Holistic Facility Solutions: Balancing Operational Efficiency with Health and Wellness Priorities”. The panelists were Ken Copeland, Vice President for Business Affairs and Finance at Hampden-Sydney Co…

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

5M 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, …

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Scalable Adoption Strategies to BOOST Customer Success in 2025 40:33

5M 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…

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Building a Customer Success Team from Scratch! 39:13

5M 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…

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Ep. 150: “Understand What Could Be” – Facilities Management Innovation and Optimization with Darrell Rounds FMA, C.E.M. of Stellantis 18:39

5M ago18:39

18:39

Darrell Rounds FMA, C.E.M. is Director of Facilities Management for North America Manufacturing Operations at Stellantis where he is passionate about leveraging global cross functional collaboration, lean implementation, project management, problem solving, and data analysis. Mike Petrusky asks Darrell to share about his current role and perspectiv…

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Why Giving Renewals to CSMs Works (and How It Can for You Too) 33:17

5M 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 …

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

6M 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 …

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Ep. 149: “Start Somewhere” – Enhancing Data Management across the Facility Asset Lifecycle with Susan Clarke of Autodesk & Erik Zink of Eptura 24:04

6M ago24:04

24:04

Susan Clarke is Senior Manager of Building Operations Strategy at Autodesk and Erik Zink is VP of Worktech Consultancy & Corporate Development at Eptura where they work to serve the marketplace with a strong alliance between the two companies. Mike Petrusky asks Susan and Erik to share the latest trends and challenges in asset management, the oppor…

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Lessons from a Customer Success Professional for Higher CSAT 26:00

6M 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…

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

6M 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…

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Ep. 148: “Rationalize the Data” – Digital Transformation Initiatives in Asset Management with Kelly Kinghorn of ReVisionz, Inc. 21:41

6M ago21:41

21:41

Kelly Kinghorn is Senior Partner and Digital Technology Practice Lead at ReVisionz, Inc. where he is passionate about guiding clients through their journey with expertise in digital transformation of physical assets. Mike Petrusky asks Kelly about his perspectives on asset management, the challenges of managing data and the role of new technologies…

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

6M 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…

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

6M 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…

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

7M 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…

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Ep. 147: “Consequential Questions” – AI Agents and the Promise of a Better Built Environment with Paul Doherty, IFMA Fellow, DFC Senior Fellow of The Digit Group, Inc. 23:49

7M ago23:49

23:49

Paul Doherty, IFMA Fellow, DFC Senior Fellow is an Award-winning Architect and President and CEO at The Digit Group, Inc. (TDG), a leading Smart Cities design, build, operate and solutions company, headquartered in Memphis, Tennessee. Mike Petrusky asks Paul to explain the practical applications and implications of AI in facilities and asset manage…

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

7M 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…

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

7M 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…

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How to Prove Value to Customers 34:23

7M 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…

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Ep. 146: “Put Yourself First” – FM Leadership, Personal Growth and Inspiration for 2025 with David Suter of CBSI 22:29

7M ago22:29

22:29

David Suter, CCM, CFM is President at CBSI in San Diego where he is a servant leader in construction, facilities, and move management. Mike Petrusky asks David about his journey in the world of facilities and construction management, his leadership philosophy and the value of his connections in the IFMA community. David believes in emphasizing the …

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The Role of Portfolio Customer Success Managers 27:14

8M 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…

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

8M 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…

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Ep. 145: “Serving a Purpose” – Facilities Maintenance, Restoration and Training with Lisa Lavender of Lever360 20:01

8M ago20:01

20:01

Lisa Lavender is CEO at Lever360 where she is a passionate restoration professional, educator and trainer providing industry software tools and learning for job management and operational success. Mike Petrusky asks Lisa about connecting people to the purpose of their work in the facilities and restoration industry by inspiring them to create a cle…

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AI Is Changing Customer Success Forever 32:45

8M 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…

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Uplevel Your QBRs to Double Your Upsell Revenue 36:44

8M 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…