Best Van Cs Podcasts (2026)

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Digital CS, Done The Hard Way w/ Madelyn DePrey Global VP of Customer Success @ Aircall 37:05

Play Pause

2M ago37:05

37:05

We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. We reframe scaled CS to start at acquisition, tie product to retention, and use enrichment and scoring to focus human effort. • abrupt shift from named CSMs to pooled model for SMBs • misaligned sales…

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From Fake Leads to Firm Ethics: Rebuilding Trust w/ Jerry Van Vort VP of CS @WUWTA 43:50

3M ago43:50

43:50

By Joe Di Grande

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Leading Without a Playbook w/ Stephanie Blair 35:54

3M ago35:54

35:54

Stephanie Blair, founder and CEO of Know and Flourish, shares profound insights from her experience leading sales and customer success teams across the US and UK. Her stories reveal how understanding each team member's unique motivations and adapting leadership styles across different cultural contexts can transform team performance. 🎙️ Guest: Step…

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The Silent Competitor: How One Client Deployed a Rival Solution Under the Radar w/ Kristi Faltorusso 38:50

3M ago38:50

38:50

The competitive landscape in SaaS is ruthless, with rivals actively targeting your existing customers who already have budget allocated and pain points identified. Customer Success teams must develop competitive awareness to avoid being blindsided at renewal time. • Competitors view your customers as prime targets since they've already secured budg…

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From Farmhouse Tables to Digital Community: An Entrepreneur's Journey w/ Brad Davis of Success Panda 46:23

4M ago46:23

46:23

Brad Davis shares how your professional network directly correlates with career success in customer success, emphasizing that careers are team sports requiring consistent engagement rather than last-minute networking. • Brad's entrepreneurial journey began with Cincinnati Farmhouse Tables, teaching him valuable business lessons • Success Panda was …

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Rescue Stories: The Hidden Dangers of CS Heroics w/ Greg Daines CEO @ ChurnRX 53:35

4M ago53:35

53:35

Greg Daines, CEO of ChurnRx, exposes why heroic customer rescues are actually disaster stories and how focusing on customer satisfaction is often counterproductive to retention. • Rescue stories are often celebrated in CS culture but indicate systemic failures and rarely result in long-term retention • Data shows zero correlation between customer s…

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Scaling Office Hours: The Art of Failing Fast w/ Kat Breeggemann Founder of Katalyst CX 30:37

4M ago30:37

30:37

Kat Brigham shares how SalesLoft's daily office hours program evolved from themed sessions to open forums, revealing that customers prefer flexibility over structure when seeking help. • Started with daily office hours open to all customers regardless of size or segment • Themed office hours failed because customers joined whichever session was hap…

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Navigating C-Suite Personalities: A CSM's Survival Guide w/ Tiffany Parkes from User Interviews 42:25

4M ago42:25

42:25

Tiffany Parks shares her soul-crushing experience of having her carefully prepared loyalty program presentation dismissed as "boilerplate" by a CEO after working for three weeks on what she thought was a bespoke strategy. The conversation explores the challenging journey of transitioning from mid-market to strategic CSM roles and the importance of …

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Beyond the Money Ask: Building Customer Engagement for Successful Renewals w/ Marie Lunney 45:11

5M ago45:11

45:11

Marie Lunney shares insights from her experience building digital customer success programs, highlighting the pitfalls of focusing only on renewals rather than designing a complete customer journey. She discusses the importance of aligning executives around customer success, creating internal workflows before customer-facing automation, and remembe…

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

5M 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…

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

5M 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…

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

5M 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…

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

5M 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…

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

6M 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…

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

6M 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
Shiny Objects Don't Solve Problems: A Honest Look at CS Technology w/ Sally Stoewe 45:50

6M 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 …

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

7M 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…

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

7M 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…

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

7M 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…

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

7M 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 …

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

8M 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…

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Customer [Un]Success - Teaser 0:41

8M 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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Breaking Free: Matt's Atheist Recovery Journey 58:15

1y ago58:15

58:15

How does one navigate the path to sobriety without believing in a higher power? Join us for a compelling conversation with Matt, a Fellowship House alumnus, who shares his incredible journey of recovery. Matt opens up about his secular approach to the 12 steps, tackling sobriety from an atheist's perspective, and the significant role authenticity p…

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Finding Strength in Struggle: Amir's Road to Recovery 58:43

1+ y ago58:43

58:43

What happens when the structure of a military household collides with the chaos of addiction? Join us as Amir, an alumnus of Fellowship House, shares his compelling story of growing up in Scranton with a strong-minded mother whose military career shaped his early years. Amidst the discipline and the profound absence of his father, Amir reveals the …

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Breaking Barriers in Education and Recovery 50:55

1+ y ago50:55

50:55

What does it take to rebuild your life from the depths of addiction to academic and personal success? Jamie Monahan, a recruiter and certified recovery specialist at Luzerne County Community College's All One Recovery Center, shares his extraordinary journey of resilience and determination. His story highlights the pivotal moments that led him to s…

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From Chaos to Clarity: Joey C's Journey through Addiction and Recovery 1:05:12

1+ y ago1:05:12

1:05:12

Imagine growing up in a high-pressure environment, feeling the weight of fitting in while battling personal demons. Joey C from Westchester, Pennsylvania, courageously opens up about his tumultuous journey through addiction and recovery. Adopted shortly after birth and discovering this life-altering fact at age 11, Joey shares how these formative e…

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Finding Strength in Fellowship House 1:05:03

1+ y ago1:05:03

1:05:03

What if unresolved childhood trauma could be the root cause of your addictions? In today's powerful episode, we sit down with Mike G as he opens up about his first year of recovery at Fellowship House. Mike takes us back to his roots in Dunmore, a small football town, where the impact of his parents' divorce and his father's alcoholism left lasting…

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Healing Through Community: CEO Amy Durham's Personal Journey 1:05:16

1+ y ago1:05:16

1:05:16

Amy Durham's journey from a childhood overshadowed by her father's alcoholism to becoming the CEO of Brookdale Premier Addiction Recovery is nothing short of remarkable. As she opens up about her own battles with liver disease and addiction, Amy's resilience and commitment to breaking the stigma around substance use disorder come to the forefront. …

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Navigating Mental Health and Substance Abuse: Family, Care, and Community Connections 1:03:19

1+ y ago1:03:19

1:03:19

Discover the profound complexities of mental health and substance abuse treatment through our enlightening conversation with Shana Stefanik and Dylan Fredricey from STR Behavioral Health. Together, we explore their impactful journeys, the critical role of Cedar Crest—an essential residential facility—and the nuanced challenges of addressing substan…

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Exploring the Intersection of Adventure, Addiction, and Authentic Recovery with Nicholas Gettel 1:07:15

1+ y ago1:07:15

1:07:15

What happens when addiction meets the innate human need for adventure? Join me as I engage with Nicholas Gettel a Continuing Care Specialist at Caron Treatment Centers, to unravel this fascinating intersection. Together, we shed light on the nuances of how activism can sometimes fill voids left by personal dissatisfaction and the significant role p…

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Rethinking Addiction: Dr. Stanton Peele on Alternative Approaches and Self-Determination 1:02:21

1+ y ago1:02:21

1:02:21

Join us for an eye-opening conversation with Dr. Stanton Peele, the revolutionary psychologist, attorney, and addiction specialist who has spent decades challenging traditional views on addiction. In this episode, we discuss Dr. Peele's groundbreaking work, including his influential book "Love and Addiction," and his compelling arguments against th…

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Empathy and Outreach in the Recovery Journey 48:45

1+ y ago48:45

48:45

What happens when an aspiring fashion professional finds her true calling in the heart of the addiction recovery world? Join us as Kingsley Schwartz, Business Development Director of Bright Life Recovery, takes us through her transformative journey. From her own struggles with addiction to a pivotal turning point at age 27, Kingsley sheds light on …

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A Tennis Coach's Inspiring Recovery Journey 1:08:58

1+ y ago1:08:58

1:08:58

What happens when a beloved tennis coach confronts his darkest demons and emerges as a beacon of hope for others struggling with addiction? Join us as Jerry Pickard shares his gripping journey from the depths of alcoholism to the transformative power of Recovery. With the unwavering support of his friend Victor and a newfound belief in a higher pow…

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Transforming Addiction Treatment: Insights from Caron Treatment Centers with Louis DeSanto 53:57

1+ y ago53:57

53:57

Discover the transformative power of addiction treatment as we sit down with Louis DeSanto, the Regional Resource Director of Pennsylvania for the Caron Foundation. Louis shares the remarkable journey of Caron Treatment Centers, one of the world's most established and credible providers for substance use disorder. Learn how Caron holistic approach,…

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Exploring the Intersection of Music, Addiction, and Recovery with Mike Miz 1:02:55

2y ago1:02:55

1:02:55

Experience the magic of music and its profound role in the addiction recovery process, as we embrace a heartfelt conversation with gifted musician and songwriter Mike Miz Mizwinski. His soul-stirring melodies have not only mesmerized fans but have played a pivotal role in his own recovery journey. Tune in to hear how Miz's sensitivity, shaped by hi…

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Transforming Adversity into Entrepreneurial Success: with Tony Mattioli 1:04:28

2y ago1:04:28

1:04:28

How often do you come across a story where business, addiction recovery, and personal growth intertwine so seamlessly? Our guest, Tony Mattioli, president and owner of Trademark Industrial, is a living testament to overcoming adversity and transforming life struggles into a thriving business. Tony's story is not just about overcoming addiction; it'…

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From Woodstock to Recovery: "Coming Down the Mountain" 50:54

2y ago50:54

50:54

What if you could recapture the essence of a bygone era, feel the pulse of its music, and relive its cultural significance, all while seated comfortably in your present? Tune into a riot of colors as our good friend Leo takes us on a voyage into his exhilarating experiences from the psychedelic age. From the rush of hallucinogens to the rhythms of …

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Bridging Divides: with Pennsylvania Senator John Kane 54:44

2y ago54:44

54:44

What does it truly mean to overcome personal trials and advocate for those who are struggling? Join us for an exploration of resilience, recovery, and advocacy, as we share conversations that shed light on these significant aspects of life. Our guest, Senator John Kane, reveals his life journey from his humble beginnings as a plumber and labor lead…

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"SHEILDS Program" with Pat DeSarno 54:27

2y ago54:27

54:27

Get ready to discover the hidden struggles and triumphs of our first responders and veterans as they face the challenge of addiction. Welcoming our guest, Pat DeSarno, Shields Service Specialist at Brookdale Premier Addiction Recovery Center and former fire chief, we delve into a candid and enlightening discussion. Unraveling decades of civil servi…

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"Fellowship House" with Larry Moran Esq. 49:47

2y ago49:47

49:47

Join us for an exclusive conversation with our esteemed partner, Larry Moran, as we delve into the heart of Fellowship House PHP/IOP/OP. Larry and I have been passionately crafting a program that resonates with authenticity and proves effective for individuals battling addiction and their families. Our journey together has been both fulfilling and …

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"A Life Lost, and a Life Saved" with Karl Wegforth 1:03:08

2y ago1:03:08

1:03:08

How often do childhood influences shape the trajectory of our lives? For our guest, Weggy, those early years steeped in a culture where alcohol consumption was normalized, became the precursor to his lifelong struggle with alcoholism. We walk with him down memory lane, from his high school days working at a bar under his father's influence, through…

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Cultural Amnesia: Understanding the 60s, 70s, and 80s Impact on Modern Society 1:10:34

2y ago1:10:34

1:10:34

Have you ever wondered how the cultural chaos of the 60s and 70s molded the society we live in today? Join me and my enigmatic guest, Elaine Donly, as we journey through her personal history and explore the deep-seated impact of a time when political assassinations were frequent, and violence was a part of everyday life. Elaine's gripping narrative…

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Exploring Labor, Addiction, and Recovery with Brian Eddis 55:40

2y ago55:40

55:40

Imagine being drawn into the world of labor, addiction, and recovery through the eyes of Brian Eddis, a political ward leader in Northeast Philadelphia. With an intriguing background that spans construction work, politics, and union organizing, Brian opens up about his personal journey and the challenges faced by the labor movement. We delve deep i…

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What is Recovery Dharma? with Jordan Harris 1:33:44

2y ago1:33:44

1:33:44

What if your understanding of spirituality and recovery could be drastically transformed? Join us as we delve deep with our guest, Jordan Harris, a primary counselor at Fellowship House, who shares his enlightening journey of personal transformation. Jordan, raised in a conservative Protestant family, takes us through his journey from addiction to …

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Lia M's Narrative: A Tale of Addiction, Recovery and Self-Identity Discovery 1:04:28

2+ y ago1:04:28

1:04:28

Join us on a remarkable journey with Lia, as she courageously shares her battles with addiction and her transformative transition journey. We traverse the landscapes of Lia's life, exploring the interplay of identity, sexuality, and the struggle to stay sober. Lia's candid account paints a vivid picture of her life in Scranton, built on the foundat…

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"Finding the Tools that Work" with Evan Glass 1:08:13

2+ y ago1:08:13

1:08:13

Imagine uprooting your life, battling with the demons of addiction, and then going on to build a thriving business. This is exactly what my friend Evan Glass did, and he shares his inspiring journey with us. Evan candidly recounts his youth in Pleasantville, NY, his struggles with substance abuse, and his ultimate commitment to sobriety that led hi…

1
"Early Intervention in Schools" with Superintendent Nathan Barrett 59:09

2+ y ago59:09

59:09

Buckle up for a transformative journey into the world of trauma-informed education with Nathan Barrett, the Superintendent of Hanover Area School District. Growing up in the tough neighborhood of Bellevue, Scranton, Nathan and I share more than just a childhood community - we share a commitment to supporting students dealing with trauma. Diving dee…

1
Winner Winner Chicken Dinner with Zach Cole 1:29:56

2+ y ago1:29:56

1:29:56

What happens when a musical business owner wins the lottery twice, wades through the throes of addiction, and then finds his way back to sobriety? How does one navigate the intricate relationship between early patterns of insecurity, substance use, and gambling addiction? Join us as we unravel the extraordinary journey of Zach Cole, who now works i…

1
The Cat's Pajamas with Stephanie Fox 59:01

2+ y ago59:01

59:01

Ever wondered how one navigates the tumultuous sea of addiction recovery? Join us in an enlightening conversation with Stephanie Fox, the Marketing Director at Mountains Edge Recovery. Get the inside scoop on the partial hospitalization program, the significance of self-care in this field, and how insurance can aid in prolonged recovery periods. Ma…

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A Golfer's Path to Sobriety with Ryan Barba 1:03:27

2+ y ago1:03:27

1:03:27

Our guest for this episode is Ryan Barba, a former professional golfer whose journey to recovery from addiction is nothing short of extraordinary. Ryan takes us down memory lane with tales from his childhood in North Carolina and Pennsylvania, as well as his passion for golf and skateboarding. He unflinchingly delves into his personal struggles wit…