Psychology of Customer Success

Latest Episodes:

The Human Problem with Customer Success Feb 04, 2026

Show notes

Wouldn't it be nice if customers would just do what we tell them to do so they can get what they say they want?
Unfortunately, humans don't work that way. For better and worse, we're much more complicated.
Dive into the fascinating fields of behavioral economics, neuroscience, and cognitive behavioral psychology to understand why people do the things they do, what motivates them, and how to use that to create positive outcomes for your customers, your company, and yourself.
BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW:

Why your customers can't absorb all the information you're giving them
The reason many Founder/CEOs struggle to understand the value of Customer Success.
How to drive adoption by understanding Dopamine and Habit Formation

OTHER LINKS MENTIONED IN THIS EPISODE:

Mindset - Carol Dweck

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

From Junk Drawer to Revenue Engine: How Psychology Transforms CS Teams Jun 30, 2025

Show notes

Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve?

Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments into proactive revenue-generating engines. With his unique background in consumer psychology and behavioral economics, Rob shares the secrets to what separates successful CS leaders from those stuck on every QBR.

BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:

Why customer decisions are driven by cognitive biases (not logic) and how to leverage this for better outcomes
The difference between being "strategic" and having a clear team charter that executives actually understand
How to translate CS work into executive language that gets you a seat at the leadership table
The forecasting approach that proves CS is a revenue function, not just a "happiness department.
Why CS teams need different personas and the 5 key types every CS leader should recognize
The research methodology mindset that helps you test assumptions and avoid infinite loops
How to stop being the company junk drawer by establishing clear boundaries and focus
Why asking customers directly often beats complex health score algorithms

Stop letting your team be everyone's dumping ground and start getting the executive respect you've been fighting for.

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

Mind Games: Using Psychology to Boost Customer Success Nov 15, 2024

Show notes

Have you ever wondered why your customers say they want a result - and then don’t do ANY of the things you tell them to?

No, it’s not that they’re lazy or bad-fit customers…

You're just not speaking to the way human brains actually work!

Join Rachel ProvanJoin Rachel Provan to learn the secrets of how people really make decisions, and how you can use this knowledge to help your customers succeed with your product.

BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:

Why humans don't operate logically (and what that means for getting buy-in)
The one question that transforms every customer interaction
How to use loss aversion to frame renewal conversations more effectively
Simple psychological tricks that can increase perceived value
The ethical difference between influence and manipulation

Stop wasting time with logical tactics that don’t work. Learn how to talk to customers in ways that make them take action and get the results they came for.

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

When You’re Promoted Above Your Peers Oct 09, 2024

Show notes

Just got that big promotion and now you're leading your former peers? Feeling overwhelmed by the sudden shift in responsibilities and relationships? It's time to equip yourself with the leadership skills you need to excel in your new role!
In this episode, we break down the crucial lessons every new leader needs to learn when transitioning from peer to manager. Drawing from real-world experiences and psychological insights, we'll guide you through the dos and don'ts of this challenging career move.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:
- The critical difference between being a top performer and being an effective leader
- How to establish your authority without alienating your team
- The art of delegation and why it's essential for your success (and sanity)
- Strategies for handling difficult conversations and giving constructive feedback to former peers
- The importance of building alliances with other managers and departments
- Why playing to your team members' strengths is key to overall success
- How to balance nurturing your team with meeting company objectives
- The power of admitting mistakes and showing vulnerability as a leader
Don't stumble through your first leadership role - arm yourself with the knowledge and strategies you need to become the leader your team deserves. Tune in and take the first step towards leadership excellence!

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

Helping Sells - Mastering the Art of Consultative Customer Success Aug 28, 2024

Show notes

Have you ever struggled to get customers to see things your way, even when you know you're right?

The problem might be that you're up against some powerful cognitive biases that impact how people process information and make decisions.

In this eye-opening episode, Rachel chats with Dan Smaida, author of "The Psychology of Advice" and an expert in using behavioral science to drive better communication and influence.

BY THE TIME YOU'LL FINISH LISTENING, YOU'LL DISCOVER:

The key cognitive biases that undermine your ability to sell and how to counteract them
Why asking the right questions at the right time is so much more powerful than just telling people what to do
The 3-step "consultative sequence" that builds trust and gets customers invested in your advice
Practical tips for proving the value of customer success to skeptical executives

Don't let cognitive biases sabotage your efforts to help customers. Tune in to learn how to leverage the science of influence for powerful results.
*********
This episode was sponsored by Vitally.io

*********

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

Onboard Yourself Like a Leader - The Ultimate 30-day Checklist Aug 14, 2024

Show notes

Are you starting a new CS leadership role and feeling overwhelmed?

Do you want to make a great first impression but don't know where to start?

Jump into this episode to discover a step-by-step guide for onboarding yourself in a new CS Leadership role. Learn how to prioritize tasks, build relationships, and how to set yourself up for long-term success while scoring some quick wins.

BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:

The critical actions to take before your first day to start strong
How to structure your first week for maximum impact and relationship-building
The key data points and metrics you need to master in your first month
Strategies for effective communication with your team and cross-functional partners
How to identify and execute quick wins without sacrificing long-term strategy
The art of creating and presenting a compelling 30-day insights report
Why reflection and flexibility are crucial to your onboarding success

Don't leave your success to chance. Tune in to learn how to take control of your onboarding process and set the stage for a thriving career at your new Company!
DOWNLOAD THE CHECKLIST HERE
*********
This episode was sponsored by Vitally.io

*********

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

Gainsight's Easton Taylor on the Power of Human-First Leadership Jul 31, 2024

Show notes

Are you struggling to balance business results with employee well-being?

Do you wonder how to create a high-performing team while treating them with humanity?

It's time to explore the transformative impact of human-first leadership in customer success.

Join Rachel Provan as she sits down with Easton Taylor, SVP of Customer Success at Gainsight, to uncover the secrets of creating a thriving, human-centric culture that drives business success.

BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:

What human-first leadership really means beyond the buzzwords, and why it's more critical now than ever in the challenging tech economy
The 8 key ingredients of human-first leadership, including empathy, authenticity, and personalized experiences
How Gainsight's core values, including "childlike joy" and "Shoshin" (beginner's mind), shape their unique culture
Practical strategies for new leaders to build trust and transparency with their teams
The crucial role of psychology in developing effective leadership skills
How to maintain a human-first approach while driving results in challenging times

Don't let the pressure to deliver results destroy your team's morale and effectiveness. Tune in to learn how human-first leadership can transform your customer success department, boost employee engagement, and ultimately drive better business outcomes.
*********
This episode was sponsored by Vitally.io

*********

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

Outsource Your Brain: Productivity Tools for Customer Success Professionals Jul 17, 2024

Show notes

More customer success leaders than ever report being overwhelmed by the never-ending demands of their careers. Are you?

In this episode of Psychology of Customer Success, Rachel reveals her favorite tools designed to help CS leaders stay organized and efficient - even when things are coming at you a million miles an hour!
Discover how to build faster knowledge centers, delegate tasks effortlessly, and leverage AI to ensure nothing slips through the cracks.

Get practical insights on using tools like Fathom Notetaker and Anthropic’s Claude, offering you the keys to a more focused and productive workday for maximum efficiency. Tune in and learn how to outsource your brain for maximum efficiency!

Chapters:

00:00:00 - Introduction

00:01:40 - My favorite tools

00:02:29 - Managing tasks

00:03:55 - Discovering Fathom Notetaker

00:08:24 - Superior AI with Claude

00:15:42 - Easy SOPs and knowledge center resources

00:23:34 - Outsource your brain with my favorite productivity tool

00:26:22 - Immediate focus on demand with this music app

00:27:39 - Wake up more easily and improve sleep quality

00:29:11 - The app that will make you happier in 5 mins a day

00:34:51 - Reflecting with a bullet journal

00:39:27 - Continuous learning - when you have no time

*********

If you like this content, please like or rate the show, and follow or subscribe so that you don't miss an episode!

For more information about Provan Success and Rachel, visit https://provansuccess.com

Find Rachel on LinkedIn: https://www.linkedin.com/in/rachelhprovan/

Mentioned in this episode:

Five Minute Journal App

Mind Tools

Bullet Journal

This episode was sponsored by Vitally.io

*********

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

The Hidden Cost of Task Switching Jun 26, 2024

Show notes

Do you struggle to stay productive amidst constant task switching?

Join Rachel as she delves into the major issue of task and channel switching. Discover what task switching is, why it's a significant problem in the customer success industry, and learn practical tips to minimize its impact.

From creating pockets of focus work to batch tasking and surprising tools, Rachel provides actionable strategies to help you achieve better results and feel less exhausted at the end of the day.

Chapters:

00:00:00 - Welcome to Psychology of Customer Success

00:01:17 - The reality of task switching

00:02:30 - Consequences of multitasking

00:04:20 - Invisible impact of task switching

00:06:00 - The cognitive cost of switching tasks

00:07:09 - Productivity loss from task switching

00:08:18 - Battling email and Slack distractions

00:10:50 - Strategies for focused work

00:14:22 - Optimizing your workday

00:18:11 - Tools and tips for better focus

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?