In this episode, we’re breaking down what 2025 revealed about Customer Success and what it means for how CS leaders need to operate in 2026.

You’ll learn:
✔ The 5 macro shifts that reshaped CS in 2025 including revenue accountability, AI, digital-first delivery, trust and privacy, and CS expanding beyond SaaS
✔ What actually worked this year from QBR redesigns and value-driven conversations to CS-initiated expansion plays and smarter onboarding automation
✔ What underperformed and surprised teams including tool sprawl, automation layered on top of fragile product experiences, and CS initiatives stalling without exec buy-in
✔ The biggest gaps 2025 exposed and the must-win focus areas CS leaders should prioritize in 2026 to stay ahead

Ways I Can Help You Level Up Customer Success:

1. Value Realization Framework Online Course: Install a repeatable system your team can run: deliver value, prove outcomes, and drive retention and expansion. Self-paced with ready-to-use templates. Learn more.
2. Newsletter: Practical, revenue-driven CS strategies in your inbox. No fluff. Subscribe here.
3. 1:1 Coaching: Hands-on guidance to roll out value realization in your org. Book a free consult call.

For more information, visit my website: Explore more resources and insights. CS RevSpeak

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. Follow Angeline on LinkedIn.

Until next time, keep driving success and speaking the language of revenue!

In this episode, we’re breaking down why customers who seem “healthy” can still churn, downsell, or push back hard at renewal. Sometimes the truth is value isn’t being delivered in a meaningful way. But more often, value is there, and the real problem is that your customer can’t clearly see it, articulate it, and defend it in the language their leadership and CFO actually care about.

You’ll learn:
✔ Why value delivered and value realized are not the same thing
✔ Why budget cuts are rarely a cost issue and almost always a value issue
✔ Why usage metrics alone don’t win renewals (and what outcomes do)
✔ The 3 mistakes CS teams make that weaken value narratives
✔ A simple system for operationalizing value so customers can prove ROI all year long

Ways I Can Help You Level Up Customer Success:

1. Value Realization Framework Online Course: Install a repeatable system your team can run: deliver value, prove outcomes, and drive retention and expansion. Self-paced with ready-to-use templates. Learn more.
2. Newsletter: Practical, revenue-driven CS strategies in your inbox. No fluff. Subscribe here.
3. 1:1 Coaching: Hands-on guidance to roll out value realization in your org. Book a free consult call.

For more information, visit my website: Explore more resources and insights. CS RevSpeak

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. Follow Angeline on LinkedIn.

Until next time, keep driving success and speaking the language of revenue!

QBRs are supposed to be strategic moments where you and your customer align. But too often they're just slide decks and checkboxes with little real impact.

In this episode, we tear apart the QBR motion and walk step by step through how to rebuild it.

You’ll hear how to:

• Anchor QBRs in customer goals, not vanity metrics
• Invite decision-makers, not just users
• Build narratives, not data dumps
• Structure dialogue, not monologues
• Close with real action, not vague wrap-ups

If your QBRs feel stale, this teardown gives you a blueprint to elevate them.

Ways I Can Help You Level Up Customer Success:

1. Value Realization Framework Online Course: Install a repeatable system your team can run: deliver value, prove outcomes, and drive retention and expansion. Self-paced with ready-to-use templates. Learn more.
2. Newsletter: Practical, revenue-driven CS strategies in your inbox. No fluff. Subscribe here.
3. 1:1 Coaching: Hands-on guidance to roll out value realization in your org. Book a free consult call.

For more information, visit my website: Explore more resources and insights. CS RevSpeak

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. Follow Angeline on LinkedIn.

Until next time, keep driving success and speaking the language of revenue!