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Lifetime Value: The Customer Success Show

New frontiers | Michaela Carpenter | Ep. 144

Episode 144: Michaela Carpenter gives a history lesson. ⏱️ Timestamps: 00:00:00 - Intro 00:00:42 - Michaela’s background: Cybersecurity to OPLAN 00:01:09 - Why Slovakia lags in customer success 00:01:37 - The post-communism s...

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Recent Episodes

Nov. 20, 2024

New frontiers | Michaela Carpenter | Ep. 144

Episode 144: Michaela Carpenter gives a history lesson. ⏱️ Timestamps: 00:00:00 - Intro 00:00:42 - Michaela’s background: Cybersecurity to OPLAN 00:01:09 - Why Slovakia lags in customer success 00:01:37 - The post-communism s...

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Nov. 20, 2024

Capacity & margins | Jeff Kushmerek

Episode 145: Jeff Kushmerek crunched the numbers and has some insights to share. ⏱️ Timestamps: 00:00:00 - Intro 00:01:06 - CSM coverage: A burning question for leaders 00:02:44 - How much time should CSMs spend with clients?...

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Nov. 19, 2024

Grab the reins | Brittany Casey

Episode 143: Brittany Casey gives the guys a pep talk. ⏱️ Timestamps: 00:00:00 - Intro 00:02:16 - Transitioning to growth and marketing 00:03:08 - Halloween decor and family life 00:04:10 - The customer success dilemma 00:06:...

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Nov. 18, 2024

Protecting customers from themselves | Dan Schmith

Episode 142: Dan Schmith suggests a slightly different approach to customer onboarding. ⏱️ Timestamps: 00:00:00 - Intro 00:01:32 - The importance of getting customer onboarding right 00:02:14 - Focusing on first impressions a...

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Nov. 15, 2024

Three easy payments | Ep. 141

Episode 141: Someone figured it all out. ⏱️ Timestamps: 00:00:00 - Intro 00:01:40 - The gamification of everyday life 00:02:24 - Reddit's CSM MVP debate 00:03:44 - Is "earning respect" the right approach? 00:05:21 - Challengi...

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Nov. 14, 2024

Complexity ≠ value | Jenny Calvert

Episode 140: Jenny Calvert wants you to earn the right to scale. ⏱️ Timestamps: 00:00:00 – Humans vs automation from day one 00:00:33 – Introducing the hosts and the guests 00:01:45 – The overcomplication of customer success ...

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About the Hosts

Dillon Young Profile Photo

Dillon Young

Founder & Host

Dillon is a career Customer Success professional, having done tours of duty in Technical Support, Training, and Implementations as well. He did Sales that one time, but doesn't like to talk about it. Since 2019, he has been a people leader in CS orgs for early stage technology companies, primarily in the financial and human resources spaces.

Dillon founded Lifetime Value in 2023 with the vision of delivering entertaining, educational, and non-biased content to this exciting profession *without* selling (gasp) an ebook.

So far, so good.

Jean-Pierre

Jean-Pierre "JP" Frost

Host

Jean-Pierre Frost aka JP is a man of few words and many fragrances.

Does he smell like cinnamon and renewals? Or bergamot and upsells?

You be the judge.

Rob Zambito Profile Photo

Rob Zambito

Host

Rob is a three-time customer success leader and consultant with a specialty turning CS teams from reactive cost centers of a business to proactive, revenue-generating functions.

He generally works with fast-growth B2B SaaS companies, often stage seed through Series B. His operational specialties are in renewals, upsell, cross-sell, go-to-market, account management, onboarding, support, and customer advocacy.

Outside of work, Rob has interests in consumer psychology, linguistics, and behavioral economics.