Customer Success: Pivot Your Career
Insightful interviews for anyone looking to join or move up in the Customer Success (CS) profession. We'll talk with guests with a variety of CS roles from customer success managers (CSM) to chief customer officers (CCO), along with CS recruiters. We'll explore various aspects of CS, including success stories, skills, challenges, and the future of Customer Success with the ultimate goal of helping you find your next role. Learn what qualities people are seeking and get a few hints on how to position yourself to land your dream job! Join us each month for an action packed episode!
Episodes
The Power of Unified Data: Karl Simon on Leading AI Innovation
AI that meets customers where they work by cleansing data, managing AI drift, ensuring governance and managing a solution that is AI model agnostic. Leave the heavy lifting to Subatomic!Guest Karl Simon, Co-founder and CTO of Subatomic, joins the Customer Success Pivot Your Career podcast with co-hosts Alex White and David Lokietz. Karl recounts his path from Oracle into data warehousing and anal
Beyond the Resume: Rebecca Novetsky on Product, Customer Success, and Startup Life
What can't a resume tell you about a candidate? Quite a lot, as it turns out.Rebecca Novetsky, a customer success leader who builds CS functions from the ground up at early-stage startups and the creator and host of the Next Hire podcast, joins the Customer Success Pivot Your Career podcast with co-hosts Alex White and David Lokietz.Rebecca's career has looped from product development to c
Navigating Global Customers: Sudi Navile on Customer Success and AI Innovation
Guest Sudi Navile, Chief Customer Officer at SID Global Solutions, joins the Customer Success Pivot Your Career podcast with co-hosts Alex White and David Lokietz.Sudi shares lessons from a career that started in enterprise sales in India and grew through technology consulting into global customer success leadership.The conversation digs into how AI is rewriting the playbook, bridging language and
Pivot to CS & Technology: Amber Monroe's Healthcare Journey
In this bonus episode of the Customer Success Pivot, David Lokietz and Alex White interview Amber Monroe, SVP of Customer Experience at Paradigm, about pivoting from hospital operations into customer success and technology in healthcare through mentors, communities, and domain focus.Amber discusses the shift from treating all customers the same to a segmentation model, defining segment-based SLAs
Reevaluating Success: Layton Chaney candid and unfiltered
In this episode of the Customer Success Pivot Your Career Podcast, hosts Alex White and David Lokietz welcome Layton Chaney, an 18+ year customer success veteran for a candid, unfiltered conversation about burnout, mental health, and redefining success.Layton describes how he recently paused and labeled a personal failure, only to find relief and clarity. The discussion explores how SaaS grind cul
Redefining Post-Sales: Alex Raymond discusses his new book, “The Growth Department”
In this bonus episode of the Customer Success Pivot Your Career podcast, we welcome Alex Raymond, founder of Amplify and founder & former CEO of Kapta, to discuss his book, “The Growth Department”. We discuss how post-sales teams need to change the narrative from “glorified support” to a core growth engine. Alex explains why CS is often underrecognized despite being responsible for the majorit
Harnessing AI: Stephen Wise on Monocle’s Innovative CS Platform
We welcome Stephen Wise, founder of Monocle—an AI-powered executive assistant built for customer success teams. Stephen explains how Monocle is designed to reduce the “invisible work” of CS through embedded, human-centered AI.Request a product demo at https://www.snowise-monocle.com/
2025 Year in Review: Key Lessons and Growth Opportunities in Customer Success
Hosts Alex White and David Lokietz provide an overview of each episode from 2025 and discuss what's ahead for 2026.Guests in 2025 included; Carly Agar, Carol Crowe, Drew Cather, James Lawson, Chris Fernandes, Sri Vidya Annapragada, John Huber, Matthew Rinker and Caroline Grant.
Mastering Ever-Changing Customer Requests with Concentrix’s Caroline Grant
In this episode of the CS Pivot Your Career podcast, join hosts Alex White and David Lokietz as they welcome special guest Caroline Grant, Sr. Director, Strategy at Concentrix. Caroline dives into her extensive experience with evolving customer needs in the Customer Success landscape. She'll share actionable strategies for navigating these shifts, offering practical advice on managing customer
Enterprise Customer Insights and Strategies with Matthew Rinkert
Guest Matthew Rinker, Enterprise Customer Success Manager for DocuSign, joins the Customer Success Pivot Your Career podcast with co-hosts Alex White and David Lokietz. Matthew shares insights from his journey from consumer hardware to SaaS, highlighting the importance of consultative selling, strong customer relationships, and the evolving roles in customer success. Learn what it means to be an E
Tailored solutions in CS driving business scale and growth with John Huber
Guest John Huber, founder of Customer Success Architects, joins the 'Customer Success Pivot Your Career' podcast with co-hosts David Lokietz and Alex White. John shares his extensive experience in customer success, which spans over 20 years and includes roles at five different B2B SaaS companies.The discussion covers various aspects of customer success, including Leadership on Demand servi
Embracing Innovation and Agility in Retail with Google’s Sri Vidya Annapragada
Sri Vidya Annapragada, Head of Technical Program Management, Device Cloud at Google discusses the unique challenges in the retail industry, the importance of cross-industry learnings, and strategies for effective digital modernization. There is a diverse topics such as navigating priorities in enterprise-level customer success, and the importance of empathy and agility. Sri emphasizes the signific
Exploring AI Innovations in CS with Venture Builder Chris Fernandes
In this special anniversary episode of 'Customer Success: Pivot Your Career,' hosts David Lokietz and Alex White celebrate one year of podcasting.Guest Chris Fernandes discusses how AI is revolutionizing how people work, how to get started with AI and more importantly the impacts on customer success and how it can turn your focus from reactive to proactive relationship building.Get out of
Redefining CS with Service Geeni CCO James Lawson ✔
James Lawson, Chief Customer Officer at Service Genie and founder of the River Consultancy Group, shares his insights on the 'Customer Success Pivot Your Career' podcast.CS as a competency, not a departmentConcept of peak to endFocus more on direction vs impactsUse marketing in CS, both externally and internallyCAT model for scaling startupsThe discussion explores how James’ marketing expe
Elevating Business through CS with Trace3 GM Drew Cather
In this episode of the CS Pivot Your Career podcast, hosts Alex White and David Lokietz speak with special guest Drew Cather, General Manager at Trace3, emphasizing the significance of building long-term client relationships by acting as trusted advisors.Drew shares insights on managing client expectations, handling project challenges, and leveraging educational initiatives like a mini-MBA to empo
Building Trusted Partnerships with Google's CS Executive Carol Crowe
The Customer Success Pivot Your Career podcast’s guest, Carol Crowe, a Customer Success Executive at Google, shares her journey from technical support to CS leadership. Carol emphasizes the importance of building trusted advisor relationships both with customers and internal teams. Key topics include communication, empathy, and leveraging AI for efficiency. The discussion also highlights how to ma
CS Job Search Insights and Career Coaching w/ Carly Agar
Carly Agar is founder and CEO of Carly Agar Training, who specializes in career coaching for CS job seekers. Carly shares common pitfalls in the job search process, and the importance of refining job seeking skills. Key topics include optimizing resumes and LinkedIn profiles, using AI effectively without over-relying on it, and the value of drawing parallels from previous roles.
Actionable advice
Reflecting on 2024: Key Lessons and Growth Opportunities in Customer Success
Our final episode is 2024 YEAR IN REVIEW!
If you are new to our podcast, this provides highlights from all our 2024 interviews so you can go back and listen to the episodes that resonate with you.
In the Customer Success Pivot Your Career podcast, hosts Alex White and David Lokietz provide an overview of its first-year episodes, discussing insights and key takeaways. Guests included Steve Pino, N
Crafting Customer Experience Strategies and Fostering Growth: Lessons with John Gusiff
In this episode of the CS Pivot Your Career podcast, hosts Alex White and David Lokietz speak with John Gussif, Managing Partner for Customer Centric Solutions.
John shares his journey into customer success and emphasizes the importance of a well-defined customer experience strategy. He delves into the bowtie model, which connects acquisition and expansion phases, and the importance of maintaining
Driving Growth and Engagement Part2: Strategies from WNTD Founder Liz MacAulay (Elizabeth Italiano)
Part2 of our conversation with Elizabeth Italiano.In the Customer Success Pivot Your Career podcast, hosts Alex White and David Lokietz discuss customer success strategies with Liz MacAulay (Elizabeth Italiano), Founder & CEO of the consulting firm, What Not To Do (WNTD) Partners.Discussions include the impact of Gen AI, developing truly personalized customer engagements and evolving customer
Driving Growth and Engagement Part1: Strategies from WNTD Founder Liz MacAulay (Elizabeth Italiano)
In the Customer Success Pivot Your Career podcast, hosts Alex White and David Lokietz discuss customer success strategies with Liz MacAulay (Elizabeth Italiano), Founder & CEO of the consulting firm, What Not To Do (WNTD) Partners.Discussions include the impact of Gen AI, developing truly personalized customer engagements and evolving customer success into a revenue center. Elizabeth also shar
Embracing Ambiguity and Building Change Resilience: Insights from Jennifer Albrecht
In the CS Pivot Your Career podcast, we have a conversation with Jennifer Albrecht, a Customer Success SVP and Revenue Leader for Higher Ed SaaS companies. She shares valuable insights on change resilience, highlighting the importance of embracing mistakes, maintaining transparency, and fostering a feedback-driven culture.
Key topics include expanding your "Lego set", outcomes vs outputs
Building a Customer-Centric Culture: Insights from Imply’s CCO Pranav Parekh
The 'Customer Success Pivot Your Career Podcast' hosts Alex and David have a conversation with Pranav Parekh, Chief Customer Officer at Imply.
Pranav shares his philosophy on customer success, emphasizing the importance of being customer-centric, building high-performing teams, and fostering a collaborative culture. They highlight how true leadership makes others better both in the leader
Navigating the CS Job Market: Advice from recharge's Noah Little
In this episode of the 'Customer Success Pivot Your Career' podcast, hosts Alex and David discuss job-search strategies with Noah Little, a Senior Enterprise Customer Success Manager at recharge & CS Coach for landing your next CS opportunity.
Noah shares insights on navigating job markets, crafting compelling resumes, and leveraging storytelling in interviews. He emphasizes the import
Cultivating Customer Success: Insights from SAP's Steve Pino
In the first episode of the Customer Success: Pivot Your Career podcast, hosts Alex White and David Lokietz have a conversation with Steve Pino, SAP National VP North America, Cloud Success Services focusing on data and analytics.
They discuss the importance of relationship building in customer success, the evolution of customer success from on-premise solutions to enterprise cloud software, and
Welcome to Customer Success: Pivot Your Career!
Welcome to our new podcast! Learn more about us and our podcast in this 6 minute introduction.
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