Have you ever forgotten to care about yourself, and how you feel, and how your job MAKES you feel?

...no? Well, then you haven't quite fucked up like we have.

In this episode, we break down the topic everyone's talking about...burnout:

00:00:00 - Leadership is the problem

00:02:02 - Fresh perspectives at a new job

00:04:28 - Recognizing hidden burnout

00:05:40 - Global pressure and job insecurity

00:08:19 - Health insurance and overachievement

00:11:20 - Speed versus substance

00:15:28 - Losing your voice at work

00:17:19 - Leadership double standards

00:19:39 - Keep your options open

00:24:12 - Take responsibility for your happiness

00:26:52 - You’re making someone else rich

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Have you ever gotten through most of your presentation to the board before you realize your numbers were wrong?

...no? Well, then you haven't quite fucked up like we have.

In this episode, we're joined by Anika Zubair to chat knowing your numbers:

00:00:00 - The boardroom disaster

00:03:34 - Peeing yourself in front of the board

00:05:40 - What went wrong with the metrics

00:08:13 - Living in spreadsheet hell

00:10:09 - Getting help with your data

00:12:06 - Ask for help, not a miracle

00:15:01 - When the data doesn’t exist

00:18:00 - The CS leader as CSM to the team

00:23:27 - Weekly rituals that save your ass

00:26:57 - You don’t get a safety net

00:34:23 - Why CSMs should know their numbers

00:38:56 - Leading with kindness and humility

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Have you ever answered the same question over and over? When you could have taken a bit of extra time to write it down to avoid redoing your work?

...no? Well, then you haven't quite fucked up like we have.

In this episode, we discuss all things documentation:

00:00:00 - The horror of half-written SOPs

00:01:21 - Reunion in Mississauga

00:04:04 - Margarita mayhem and ketchup chips

00:06:24 - New job, new role, new challenges

00:07:58 - The cost of half-baked process sharing

00:10:26 - Documentation as onboarding lifeline

00:14:35 - How to document without losing your mind

00:19:03 - Holding your team accountable to SOPs

00:24:57 - From “I think” to “I know”: Building trust

00:29:08 - When you finally experience product value

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

Have you ever let the client tell you they're a special little flower? That your standard processes simply canNOT apply to them?

...no? Well, then you haven't quite fucked up like we have.

In this episode we welcome Mick Weijers, Founder of Customer Success Snack, to chat how to overcome a know-it-all customer:

00:00:00 - Intro

00:03:30 - When the customer takes the wheel

00:05:59 - Even senior leaders fall for it

00:07:49 - Holding your ground in tough calls

00:09:06 - The client who knew better (but didn’t)

00:12:13 - Faking confidence vs. building trust

00:17:08 - When big accounts push too hard

00:25:59 - Which outcome framing works best?

00:29:22 - Key takeaways

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

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Do you know the true value of the product you represent as a customer success manager? Have you ever been caught using a competitor's tool because it was better than your own?

...no? Well, then you haven't quite fucked up like we have.

In this episode we welcome David Gunn, Vice President of Customer Success at SundaySky, to chat features, value, and making the same mistake twice:

00:00:00 - Intro

00:02:03 - Owning your mistakes as a CS leader

00:04:44 - The email disaster that exposed a flaw

00:07:04 - Feature training vs. real value realization

00:10:26 - The challenge of proving ROI in renewals

00:13:25 - Why CS teams struggle with product feedback

00:17:18 - The telephone game of customer requests

00:20:50 - When you can’t use the product you support

00:25:20 - CS enablement vs. sales enablement gaps

00:29:54 - Learning from mistakes: Just make new ones!

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

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Do you treat every time a customer churns like the end of the world, searching high and low for everything you *could've* done?

...no? Well, then you haven't quite fucked up like we have.

In this episode we welcome Denny Burda, Chief Customer Officer at River Consultancy, to chat churn:

00:00:00 - Intro

00:01:07 - First male guest with big ideas

00:03:18 - The story of a perfect churn

00:12:53 - Budget assumptions and surprise churn

00:15:42 - Stakeholder change and shifting priorities

00:19:55 - Transparency and learning from churn

00:22:00 - The importance of tracking churn reasons

00:28:30 - Drafting a churn ICP

00:32:18 - Key takeaways from the churn discussion

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

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Are you farming more and more of your daily job out to AI, only to realize you're spending more time than before just holding its hand?

...no? Well, then you haven't quite fucked up like we have.

In this episode we talk about our journeys through the AI revolution:

00:00:00 - Intro

00:03:07 - The farmer’s mentality and AI reliance

00:03:51 - Blind trust in AI and its risks

00:04:52 - AI-generated emails: Overkill or useful?

00:06:17 - Lazy habits and losing the spark in CS

00:08:16 - Correcting AI: A time sink or necessary evil?

00:09:11 - Striking a balance: Creativity vs. automation

00:11:00 - The myth of the perfect CSM

00:14:49 - Personalizing customer interactions with AI

00:17:05 - Handwritten notes and meaningful gestures

00:19:37 - Rethinking customer engagement strategies

00:22:15 - Direct meeting invites: Bold or intrusive?

00:24:23 - Non-responders and alternative approaches

00:27:03 - Bye bye!

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

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Do you give more attention to your customers with the household names than you do your small-time companies?

...no? Well, then you haven't quite fucked up like we have.

In this episode, another guest joins us as we share our struggles with giving preferential treatment:

00:00:00 - Intro

00:02:08 - Overlooking SMB accounts

00:04:34 - The allure of enterprise clients

00:06:00 - Reframing SMB value

00:09:14 - Lessons from enterprise pitfalls

00:13:16 - Melanie’s mid-market insights

00:18:41 - The power of customer praise channels

00:23:03 - Adjusting standards for SMBs

00:30:37 - Building scalable customer communities

00:33:47 - Wrapping up

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

Mentioned in this episode:

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