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The Customer Success Playbook

The Customer Success Playbook

By: Kevin Metzger and Roman Trebon
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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain.


Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics.


We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeff’s thoughts on Service Delivery in CS.


Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success.


Whether you’re a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures there’s something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook.


Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ensuring our listeners stay ahead of the curve in this fast-evolving field. The roadmap ahead is laden with engaging dialogues with yet more industry mavens, aimed at equipping you with the acumen to excel in your customer success journey.


At “The Customer Success Playbook,” our zeal for aiding others and disseminating our expertise to the community fuels our endeavor. Embark on this enlightening voyage with us, and escalate your customer success game to unparalleled levels.


Join us on this quest for knowledge, engage with a community of like-minded professionals, and elevate your customer success game to the next level. Your journey towards mastering customer success begins here, at “The Customer Success Playbook.” Keep On Playing!!


© 2025 The Customer Success Playbook Career Success Economics
Episodes
  • Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI

    Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI
    Aug 29 2025

    Send us a text

    Dive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining a human touch in customer experience, and strategies to avoid the dreaded “tech for tech’s sake” trap. Adrian shares a fresh perspective on leveraging AI for operational efficiency—not by cutting costs but by unlocking capacity to deepen customer relationships. We also touch on often-overlooked ethical considerations, from AI’s environmental impact to the human labor hidden behind the scenes.In this episode of the customer success playbook, Adrian Swinscoe expertly navigates the AI hype cycle, reminding us that technology should never lead the charge without a clear strategy rooted in customer experience goals. Adrian advocates flipping the traditional tech-first approach on its head—start with the experience you want to create, then work backward to the data and technology needed. This disciplined mindset steers organizations away from buying shiny tools with no purpose and towards a deliberate, ROI-driven deployment of AI.What stands out is Adrian’s practical example of a forward-thinking e-commerce company that uses AI automation to free their agents from mundane inquiries. Instead of using this newfound efficiency to reduce headcount, they activate new channels to deepen direct customer interactions. This mindset flips the usual script focused on cost-cutting, proving that AI can be a genuine enabler of enriched customer success rather than a simple productivity hack.The episode also ventures into the less glamorous but crucial topics rarely discussed: the hefty energy consumption demanded by AI’s generative models and the ethical conundrum surrounding low-paid labor involved in data annotation. These insights serve as an important reminder that innovation must marry responsibility, aligning with broader business values and the global climate imperative.For customer success leaders, the takeaways are clear: educating teams on the art of the possible with AI, defining an experience-first strategy, and thoughtfully measuring impact are essential steps to harness AI’s power effectively. Above all, there’s a call to maintain the human element—after all, let’s not trade genuine connection for robotic efficiency. Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

    Please Like, Comment, Share and Subscribe.

    You can also find the CS Playbook Podcast:
    YouTube - @CustomerSuccessPlaybookPodcast
    Twitter - @CS_Playbook

    You can find Kevin at:
    Metzgerbusiness.com - Kevin's person web site
    Kevin Metzger on Linked In.

    You can find Roman at:
    Roman Trebon on Linked In.
    Show More Show Less
    10 mins
  • Customer Success Playbook Podcast S3 E71 - Adrian Swinscoe - Unlocking Value in Customer Journeys

    Customer Success Playbook Podcast S3 E71 - Adrian Swinscoe - Unlocking Value in Customer Journeys
    Aug 20 2025

    Send us a text

    Ready to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh’s Fringe Festival to personal tales of rock climbing and postponed trips to Japan, Adrian sets the stage with personality before diving into why not all friction is bad. He reveals why some “effortful” moments between a brand and its customers actually build loyalty, and how removing them in the name of efficiency can backfire spectacularly. If you’re looking to refine your customer journey without sterilizing it, this episode serves up the perfect balance of practical wisdom and a punk attitude.In a world obsessed with streamlining every process, this episode is a refreshing reminder that operational efficiency is not always the hero of customer success. Adrian Swinscoe brings a nuanced perspective: friction isn’t the bogeyman it’s often made out to be. By distinguishing between “good friction” — those meaningful touchpoints that enrich customer relationships — and “bad friction” that truly hinders progress, organizations can avoid the pitfall of a too-easy, yet emotionally barren, experience. His example of a company that saw sign-ups soar but retention dive thanks to over-simplification is a cautionary tale for businesses tempted to sanitize their customer journey too aggressively.The actionable takeaway? Approach your customer journey analysis with deliberate care and use data combined with direct customer feedback to fine-tune that balance. This means digging deep into customer stories and operational metrics to identify where technology should speed things up and where human moments need to be preserved or even amplified. Adrian’s advice serves as a critical chapter in your customer success playbook, fueling smarter decisions that respect both business goals and the emotional dynamics that bind customers to your brand.Bonus: His reflections on rock climbing as a meditative, focus-driven hobby provide a clever metaphor for the customer success journey itself—it’s about balance, precision, and the right amount of challenge.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

    Please Like, Comment, Share and Subscribe.

    You can also find the CS Playbook Podcast:
    YouTube - @CustomerSuccessPlaybookPodcast
    Twitter - @CS_Playbook

    You can find Kevin at:
    Metzgerbusiness.com - Kevin's person web site
    Kevin Metzger on Linked In.

    You can find Roman at:
    Roman Trebon on Linked In.
    Show More Show Less
    9 mins
  • Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer Storytelling

    Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer Storytelling
    Aug 11 2025

    Send us a text

    Ready to shake up your customer experience approach with some no-fluff, straight-to-the-point wisdom? In this episode, Adrian Swinscoe – author of *Punk CX* and *How to Wow* – joins Roman Trebon to deliver a masterclass on how real, actionable data combined with firsthand customer stories can transform your CX from good to unforgettable. Learn why "going to the gemba" (that’s Japanese for “go see where the work happens”) can be the secret weapon in your customer success playbook, and why less complexity often results in more memorable experiences.Adrian Swinscoe dives deep into a pragmatic, almost punk rock philosophy of customer experience that’s anything but conventional. His call to action? Don’t get lost in the sea of binary data points and over-engineered solutions. Yes, data is king – but raw numbers alone often feel like a monochrome sketch. True customer success leaders bring color and context by blending quantitative insights with rich, qualitative stories. It’s these narratives that move teams to act and innovate, bridging the gap between cold metrics and vibrant human emotion.Swinscoe invokes the Toyota-inspired practice of “going to the gemba,” encouraging CX leaders to ditch conference rooms and dashboards for direct observation—whether it’s sitting with frontline agents or experiencing the product as a customer would. This boots-on-the-ground approach fosters empathy, reveals friction points invisible in reports, and catalyzes meaningful change.Echoing his punk ethos, Adrian warns against the natural tendency to keep piling on features and processes under the guise of “improvement.” Instead, simplicity should be your compass. If you add one new element to a process, critique what two things you can eliminate. Complexity is easy; elegance and clarity require discipline—and they pay dividends in customer loyalty.Roman’s illustrated comic example highlights the paradox: an overcomplicated onboarding and an overly simplified offboarding process reveal where brands lose customers—not because of lack of effort, but too much of the wrong kind of effort.For anyone seeking practical, actionable guidance on staying ahead in the crowded CX arena, this conversation is a treasure trove. Tune in, challenge your assumptions, and enrich your customer success playbook with these hard-earned lessons on observation, storytelling, and ruthless simplicity.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

    Please Like, Comment, Share and Subscribe.

    You can also find the CS Playbook Podcast:
    YouTube - @CustomerSuccessPlaybookPodcast
    Twitter - @CS_Playbook

    You can find Kevin at:
    Metzgerbusiness.com - Kevin's person web site
    Kevin Metzger on Linked In.

    You can find Roman at:
    Roman Trebon on Linked In.
    Show More Show Less
    8 mins
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