Welcome to the award-winning Your Customer, Your Success podcast!

Episode Overview In this episode of Your Customer, Your Success, Gary sits down with Sid Meadows — fractional advisor, founder of Embark CCT, co-founder of The Collaborative Network, and host of The Trend Report. This conversation explores a foundational growth reality: Small businesses don’t win by acting big. They win by going deeper with customers, staying […]

Summary In this episode of Your Customer, Your Success, Gary sits down with Tim Hines — fractional CMO, four-time founder, keynote speaker, and author of The Marketing Starter. This conversation explores a critical leadership reality: Marketing does not stop at lead generation. Customer success does not begin at onboarding. Alignment between the two is what protects retention

What if Customer Experience and Employee Experience aren’t separate initiatives at all, but direct reflections of leadership behavior? In this return visit to Your Customer, Your Success, Kris Wauters joins Gary Marra to explore the deeper truth behind CX, EX, and leadership through the lens of his new book, The Human Experience: Dancing with the Dragon, Climbing

In this episode, Dannah Vaughan joins me for a grounded conversation about customer success, post-sales execution, and the real cost of losing the human touch in an increasingly automated world. We explore why onboarding has improved while support continues to fail customers, how health scores should guide curiosity rather than dictate decisions, and why legacy

Building Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey Reynolds Chelsey Reynolds joins Your Customer, Your Success for a practical conversation about what it really takes to build growth that lasts. Drawing on her experience leading sales, marketing, and customer success teams through rapid scale, Chelsey breaks down why growth stalls when teams operate

This episode is Part 2 of the 1-Year Anniversary Retrospective for Your Customer, Your Success. Part 1 focused on the fun, signature segments of the show. This episode highlights the best conversations and lessonsfrom year one — featuring Customer Experience leaders, Customer Success leaders, and leadership experts who shared thoughtful, practical perspectives. It’s a reflective,

Episode Description This episode is Part 1 of our 1-Year Anniversary Retrospective for Your Customer, Your Success. Designed as a lighter, holiday-friendly listen, this episode highlights two of the show’s most popular and revealing segments: Chip Shots and Does It Hold Water? While informal by design, these segments consistently delivered some of the most honest, thoughtful, and memorable moments of the

Episode 36: Job Security, AI, and What Job Candidates Need to Understand Now with Justin Dixon For years, job seekers were told the same story: big companies are safe, startups are risky, and loyalty will protect you. That story no longer holds up. In this episode of Your Customer, Your Success, I’m joined by Justin Dixon, founder

In this episode of Your Customer, Your Success, Gary sits down with Suzanne Smith, a nationally recognized voice on social impact and corporate social responsibility (CSR). Suzanne is the founder and CEO of Social Impact Architects, creator of the Social Trendspotter blog, a TEDx speaker, and a professor of social entrepreneurship, CSR, and ethical leadership at UT Austin and Duke. Her world lives

In this Thanksgiving solo episode, Gary breaks down one of the most fundamental concepts in the culinary world — mise en place (“everything in its place”) — and shows how it offers a powerful operating principle for customer experience, client success, and leadership. Using stories from busy kitchens, real-world onboarding challenges, and decades of experience working with

Social Media Customer Care: Conversations That Drive CX ROI — with Brooke B. Sellas Guest: Brooke B. Sellas — Founder & CEO of B Squared Media, author of Conversations That Connect, LinkedIn Learning instructor, adjunct lecturer, keynote speaker, and host of the Social Media CX Podcast. Episode Summary In this episode, Gary sits down with Brooke B. Sellas to

🎙️ Your Customer, Your Success — Episode 32 Pulling CX Off the Rocks: Fixes, Fundies, and the Future Guest: JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at CX on the Rocks Most companies don’t lose customers in one big splash…they lose them in many small, inconsistent ones. In this

🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human Touch Guest: Alon Ahronberg, Vice President of Customer Success at Atera In this episode, Gary Marra talks with Alon Ahronberg about how he is applying artificial intelligence to help reshape Customer Success at Atera. Alon explains why his team

In this solo episode, Gary shares his insights on Managing Relationships — the mindset and models behind working more effectively with people, especially those who are challenging. Whether you’re in Customer Success, leading a team, or navigating cross-functional relationships, understanding human behavior is essential to leading more effectively. Gary walks you through the OCEAN personality model (also known as

In this episode of Your Customer, Your Success, host Gary Marra sits down with Alison Dixon, Chief Customer Officer at Portnox, to explore what customer experience looks like in one of the world’s most high-stakes industries — cybersecurity. Alison shares how she built Portnox’s CX organization from the ground up, why time-to-value matters more than ticket counts, and how to keep