Just One CS Thing - Customer Journey Transformations with Manoj Tadakamalla

Just One CS Thing - Customer Journey Transformations with Manoj Tadakamalla

This week, my guest and I talk about when he was put in charge of a company that got acquired and led to his CS team being forced to transform from a traditional, human-led model to a data-driven, digital-first approach. We explore how mapping customer journeys with real usage data can dramatically improve retention and long-term success.

Just One CS Thing - AI Agents Primer with Victoria Spencer

In the latest Just One Customer Success Thing episode, I spoke with Victoria Spencer, Senior Director at Oracle, about how AI agents are redefining digital customer experience — especially when supporting thousands of smaller cloud customers. These smart assistants go far beyond ChatGPT-style prompts by pulling real-time, company-specific insights to save time and boost impact.

Just One CS Thing - Sales to CS Handovers with Eleni Vorvis

Today, I’m joined by Eleni Vorvis, a seasoned fractional customer success leader, who shares why the handover from sales to CS is the most crucial—and often overlooked—moment in the customer journey. If you’ve ever struggled with inconsistent onboarding or poor cross-team alignment, this conversation is packed with insights you won’t want to miss.

Just One CS Thing - 'Living' Success Plans with Caroline Lambie

My guest this week shares her slant on the topic of customer success plans. It’s a simple to implement idea and yet is a really powerful one to maximise the benefit that having these plans generate.

Just One CS Thing - CSM to CSM Handovers with Chinelo Diejomaoh

We often hear about the importance of Sales to CSM handovers but just as critical is when customers move from one CSM to another. There are of course many similarities but Chinelo explains where these handovers need to be handled differently.