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The 14 Best Customer Success Podcasts in 2021

We list the best Customer Success podcasts available in 2021. Listen and learn!
Patrick Icasas
March 11, 2021
Resource

Customer Success used to be a pretty narrow niche. Fortunately, the field has grown to such an extent that lots of people want to know more about CS and how to do it well.

Podcasts are a great way to learn about the CS industry, who the major players are, and what they’re doing.

I realize that there are a lot of podcasts out there, and it can be a chore to find, try, and subscribe to them all.

So we’ve taken it upon ourselves to assemble fourteen of the best Customer Success podcasts online and share them here with you, so you can pick which one (or more) you’ll add to your playlist.

And yes, ours is on the list, too (did you really expect anything else)

This list isn’t ranked in any particular order. Everyone has their own idea of what constitutes “the best,” so I won’t dictate your preferences for you.

On to the list!

The Jasons

Host: Jason Whitehead and Jason Noble

Last Updated: March 9, 2021

Episode length: 30-60 minutes

Co-hosts Jason Noble (London) and Jason Whitehead (Washington, DC), have more in common than just their names. They’re both recognized experts in customer success, and both have a deep working knowledge of CS and its principles. 

This is evident in their nuanced conversations on air. They share experiences and observations drawn from the situations they encounter out of the studio. And it things are dialed up to 11 when they’ve got a guest on. 

Featured episode: The Psychology of Customer Success and Customers

Customers are more than just cogs in a wheel: each person has motivations and needs that determine how they interact with you and their tool. This episode discusses how the Jasons use psychology to deal with customers. 

Churn.fm

Host: Andrew Michael

Last Updated: March 3, 2021

Episode length: 30-45 minutes

Churn.fm dubs itself as “the podcast for subscription economy pros,” but really, the lessons they present are applicable in so many other markets. Andrew is a wealth of CS information, and it gets better when he’s sharing insights and war stories with his  engaging guests. 

Beyond the content, Churn.fm is a slick, well-run podcast. From publicly displayed episode schedules to a column dedicated to the logo of his guest’s company, even churn.fm’s website is a joy to browse. 

Featured episode: Eleanor Dorfman - Faster is not always better

In this episode, Eleanor Dorfman shares her experience working with Segment to improve their customer success process and the lessons she learned. 

Women in Customer Success

Host: Marija S. Pilley

Last Updated: March 10, 2021

Episode length: 30-45 minutes

Women in Customer Success is hosted by Marija S. Pilley. It’s the first (and to my knowledge only) podcast that focuses only on women in the Customer Success field. Her goal is to create a space where women in tech can connect, inspire, and champion each other and learn from female CS leaders, and she’s succeeded. 

Featured episode: Artificial Intelligence in Customer Success feat. Rupal Nishar

Is there room in CS for AI, or can it mesh with the Human to Human (H2H) approach in business? What kind of data do organizations need to track? Marija and her guest Rupal Nishar discuss all that and more in this episode. 

Customer Uplift

Host: Jon Triggs

Last Updated: March 4, 2021

Episode length: 15-30 minutes

Customer Uplift is one of the newest podcasts on this list. It started out strong with a guest appearance by our very own Diana De Jesus (ahem), and has been on a consistent weekly schedule ever since. Jon Triggs is a recognized leader in the CS community, and his guest list is a “who’s who” of CS intelligentsia. 

Looking forward to more from this podcast! 

Featured episode: Episode 5: Alex Farmer

This episode’s guest is Alex Farmer, VP of Customer Success at Cognite. Here, Jon and Alex cover CS in startups, CS’s influence on the larger business, and building better customer relationships through best practices. 

Humans of SaaS

Host: Ben Winn

Last Updated: March 9, 2021

Episode length: 30-60 minutes

It wouldn’t be a “best podcast” list without our own podcast being on it. Seriously, though. It deserves its spot.

Ben Winn is a charismatic host, and has interviewed many of the most prominent and influential voices from around the CS community, including guests from Github and Slack. 

Humans of SaaS (formerly NPS I Love You) also takes perspectives from people outside of the CS community, such as mentalists and FBI agents. CS is everywhere; and you don’t need to work in tech to practice it. 

Featured episode: The Feelings Flywheel (With Sydney Strader)

Emotions don’t make you weak. Catalyst’s Head of Customer Success Sydney Strader proves that time and again as she relates the story of her career as she goes from top to bottom and back up to the top. 

Decoding the Customer

Host: Julia Ahlfeldt

Last Updated: September 3, 2020

Episode length: 10-15 minutes, 45 minutes (interviews)

Julia Ahlfedlt’s podcast, Decoding the Customer, is the perfect podcast for the busy listener. Her bite-sized episodes are deceptively meaty, with valuable lessons for customer success and cross-references to other episodes that reward loyal listening. 

The only break in the format is when she interviews a guest, but even those longer episodes are kept concise and value-packed.

Featured episode: What is great customer experience

In this episode, Julia defines the concept of a Customer Promise and why it’s so important to define in the context of their brand, as well as tips to define your own.

Customer Success Leader

Host: Eric Crane

Last Updated: February 23, 2021

Episode length: 15-30 minutes

Brought to you by Flatfile.io, the Customer Success Leader podcast is great if you want to take an organizational perspective to customer success. Many of the podcast episodes discuss how CS interacts with the rest of the business, and the value it provides. Of course, there is still good content for those with a more tactical mindset, such as giving value to skeptical customers.  

Featured episode: How to Generate a 360-degree View of Your Customer

Eric interviews Chris Hicken, CEO of ‘nuffsaid, on using data to create a more holistic view of your customer and the 5 levels of measuring attainment of goals. 

Gain Grow Retain

Host: Jeff Breunsbach and Jay Nathan

Last Updated: January 26, 2021

Episode length: 30-60 minutes

Gain Grow Retain is one of the more consistent--and consistently useful--podcasts on this list. Jeff and Jay have been going on strong since 2019, which is no mean feat. Because of this high rate of production, they’ve been able to go deep into very involved topics such as contract negotiations and cross-functional collaboration. One notable format they tried was CS Leadership Office Hours, which I hope they will bring back. 

Featured episode: Making your CSM’s more strategic with Bob London

This is the most listened-to episode of the show, and for good reason. Guest Bob London offers many useful insights and strategies for how CS can be made into a more valuable asset to your organization. 

‘wellsaid

Host: Chris Hicken

Last Updated: February 23, 2021

Episode length: 5-10 minutes

‘wellsaid is a short, punchy podcast hosted by Chris Hicken, CEO of ‘nuffsaid. Episodes are barely ten minutes long and fit perfectly into your workday, whether you have spare time between meetings or you’re just hopping out for coffee. The snackable format also allows Chris to publish multiple episodes a week, so that you’ll never wait too long between insights. 

Featured episode: Bring Customers Into the Heart of Your Business, Literally

In this episode, Chris chats with Pat Phelan, CCO of GoCardless. They discuss some of Pat’s favorite tactics for fostering a customer-centric culture. 

The Modern Customer

Host: Blake Morgan

Last Updated: March 9, 2021

Episode length: 20-30 minutes

Blake launched the first episode of The Modern Customer on August 11, 2015. She just released the two hundred and eighteenth (218) episode, which makes her the longest-running podcast on this list.

Blake’s area of expertise lies in Customer Experience, not just Customer Success, so her podcast covers a much wider spectrum of topics than most of the other podcasts mentioned here. That said, many of her lessons can still apply to CS professionals--and are still excellent from a general-interest perspective. 

Featured episode: 5 Tips to Create the Perfect Customer Survey

Blake chats with Tom Hale, President of SurveyMonkey, to discuss customer surveys: what they do wrong, what they do right, and how to get the most out of them. 

Talking Customer Success

Host: Tom Connery

Last Updated: August 19, 2020

Episode length: 7-20 minutes

Talking Customer Success is a solid podcast where host Tom Connery does an excellent job of communicating the lessons he learned while performing CS on behalf of B2B and SaaS companies. He also covers topics such as CS-focused tech products and overcoming self-doubt, which is definitely worth a listen for new CSM’s. 

The podcast hasn’t been updated in a while (as of this writing), but word is that Tom may be relaunching the podcast again this year. Here’s hoping he does!

Featured episode: Advice for New Customer Success Managers

In this episode, Tom and Akshay Agrawal discuss valuable advice for CSM’s new to the job.  

Solutions for Customers

Host: Gary Sloper

Last Updated: October 1, 2020

Episode length: 45-60 minutes

Taking a more technical bent, Solutions for Customers covers both sales engineering and customer success in the same podcast. The episodes of Gary’s podcast come in different formats, where interview-style episodes run side-by-side with AM-radio style monologues. One notable episode even goes into the nitty gritty of Internet routing and switching.

Featured episode:  Buzzword Soup

This is a fun episode where Gary pokes fun at the buzzwords that run amok in our industry, like “digital transformation” and “big data.” 

Creating Customer Success

Host: Daniel Cattini and Alex Truman

Last Updated: June 16, 2020

Episode length: 45-60 minutes

On Creating Customer Success, hosts Daniel and Alex invite prominent guests from across the CS industry to speak about customer success. Their guests range from in-house CS leaders to customer success consultants and agency founders. 

The podcast hasn’t had any new episodes in a while, but the learnings are still relevant and the insights are still valuable. 

Featured episode: Ep. 20 - Interview with Peter Cohan

Every CSM has been asked to do a product demo, but few ever get formal training on how to run one. In this podcast, Daniel and Alex talk to Peter Cohan, author of Great Demo! for tips. 

Value Realized

Host: Nate Fiedler

Last Updated: February 26,2020

Episode length: 30-60 minutes

Nate started this podcast in November of 2018 when he was still a CSM, and the podcast was a means for him to learn the industry and the role at the same time he was developing his own career. In this podcast, he doesn’t just tackle tactical CSM considerations, but also organizational ones, such as building CS into a business from the ground up.

In the final update, Nate shared that he would be taking on a more strategic role in his organization, and therefore hanging up his podcasting hat. Here’s hoping he picks up the mic again!

Featured episode: More Women in Tech - A Rising Hero and Advocate

This episode features Vanessa Hannay, who works in tech but also co-founded the NYC chapter of Women in Customer Success. Vanessa and Nate discuss the challenges of her career and her experiences working to empower other women in CS. 


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