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The Customer Success PlaybookAuthor: Kevin Metzger and Roman Trebon
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, weve 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.Weve 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 Jeffs 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 youre 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 theres 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, ens Language: en-us Genres: Business, Careers, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Customer Success Playbook - Final Episode with Kevin and Roman
Episode 73
Monday, 22 December, 2025
Send us a textThis finale feels less like an ending and more like a graduation ceremony for everyone who has ever cared about Customer Success.In this closing chapter of the customer success playbook podcast, Kevin Metzger and Roman Trebon look back on a journey that started as a “ludicrous” idea over food and drinks and turned into a global community with nearly 13,000 downloads across countries like Australia, Israel, France, and beyond. They revisit how the show began as a simple networking experiment during a job transition and evolved into a platform for learning, connection, and real human stories behind Customer Success careers.Kevin and Roman share their favorite guests and moments—from foundational lessons on P&L and value with Dave Jackson, to onboarding excellence with Donna Weber, to conversations about imposter syndrome with Rachel Provan, and the future of AI and agents with Sam Cummings. They talk candidly about fear, courage, and the reality that neither of them knew the first thing about podcasting when they started.This episode is a reflective, warm, and occasionally cheeky goodbye to the show in its current form—and a clear pivot point toward what’s coming next for both hosts, their careers, and the evolving world of Customer Success and AI.Detailed AnalysisFrom a business and leadership standpoint, this episode is a masterclass in experimentation, courage, and community-building.1. Turning a career transition into a strategic platformKevin initially launched the podcast as a networking tool while navigating a job transition. That decision paid off in multiple ways: expanded visibility, deeper relationships, and a strong professional brand. For leaders and CS professionals, this is a powerful example of turning uncertainty into leverage—using content as a strategic asset rather than just a marketing tactic.Key takeaways for operators and executives:Don’t wait for the “perfect moment” to build a platform—build while you’re in motion.Treat visibility, networking, and knowledge-sharing as part of your job, not an optional extra.Use long-form conversations to deepen trust with your ecosystem (customers, peers, partners, talent).2. The Customer Success community as a force multiplierRoman highlights how generous and open the Customer Success community has been—guests freely sharing their time, their expertise, and even their networks by recommending future guests. This is more than feel-good community talk; it’s a blueprint for modern go-to-market.Business relevance:High-performing CS communities create compounding value: better ideas, stronger talent pipelines, and faster pattern recognition around what works.Geographic boundaries matter less when you’re connecting through content; an Atlanta-based duo built a truly global audience.Investing in community creates resilience—especially in volatile job markets.3. Learning as a competitive advantage (and a personal operating system)A recurring theme in the conversation is learning: Kevin’s love for learning, Roman’s reflections on trying new formats, and the way every guestPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
