CS SHIFT
Nandi Dossou
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S2E9 Sustaining Value of Digital Transformation Over Time
💡 Proving value once is good.Sustaining it over time? That’s where transformation becomes leadership.In the final episode of my series,🎙️ “From Promise to Proof: Sustaining Value Over Time,” I…
S2E8 Turning Transformation Metrics into Financial Outcomes
📊 Strategy is inspiring. But numbers build credibility.In Episode 3 of my series on value realization, I share how to move from initiatives to impact by:Establishing credible baselines and defining…
S2E7 Mapping, Measuring & Monetizing Value of Transformation
In this episode of my series: 🎙️ “From Promise to Proof: Mapping, Measuring & Monetizing Value”,I lay out the engine room of value realization:How to map initiatives to value drivers that matter…
S2E6 A Practical Framework to Prove the Value of Digital Transformation
🚀 Digital transformation isn’t about adopting tools, it’s about delivering measurable business outcomes.In the first episode of my new podcast series,🎙️ “From Promise to Proof: A Practical Framework…
S3E16 Leading the Renewal Engine: Building a frictionless renewal motion
In this episode, I share what I learned leading a CS organization where Customer Success owned the full customer relationship, renewal and expansion, while Sales focused entirely on new business. A…
S3E15 Leading the Renewal Engine: Start with People
How do you actually build a renewal engine that grows retention and reduces churn?In this episode, I share how I approached it as a Director of Customer Success, starting with people, not…
S3E14 NRR Is Broken Here’s How High-Performing CS Teams Fix It
Net Revenue Retention is one of the most important metrics in SaaS and one of the most discussed.It often sits with Customer Success.It’s influenced by many teams.And it’s rarely perfect.But at the…
S3E13 From Chaos to Clarity: How to Structure a Scalable CS Organization
How do you scale Customer Success without creating chaos?In high-growth SaaS companies, scaling Customer Success often leads to confusion, burnout, and inconsistent customer outcomes — not because…
S3E12 Fixing Churn : addressing the root causes and not the traditional diagnosis
Let me ask you something :When churn shows up…When renewals get defensive…When value realization slips…Is your first instinct to look at your CSMs?Because in high-growth SaaS, churn is almost never…
S3E11 CS Fragmentation: Why You’re Losing Customers Without Realizing It
If churn is climbing…If adoption is unpredictable…If escalations feel personal instead of operational…Are you sure the problem is your customers?Because in most high-growth SaaS organizations, churn…
S1E5 Mastering Expansion: Four Indicators Every Customer Success Leader Must Know
As CS leaders, we all want growth, but let’s be honest…By the time we talk about expansion, it’s often too late. The customer has gone cold. The opportunity has slipped.Why didn’t we see this…
S1E4 Breaking the Silos: Growth Starts with Cross-Functional Alignment
As CS leaders, we’re often held accountable for retention and expansion. But those outcomes depend on more than our team.We must break down silos between departments to enhance growth effectively.…
S1E3 How to Build a High Performing CS Team that does not Burn-Out
As CS leaders, we face a tough balancing act:✅ Deliver retention and growth targets.✅ Keep your team engaged, productive, and thriving.But here’s the problem:We might prioritize performance over…
S1E2 From Pressure to Performance: Where to Start as a CS Leader?
The primary focus of this podcast episode is the transition from pressure to performance for customer success leaders. As we navigate the intricate demands of our roles, it becomes paramount to…
S1E1 From Adoption to Growth: A Leader's Guide to Customer Success
The imperative focus of this podcast episode is the transition of customer success from a mere retention strategy to a robust growth mandate. As we delve into the intricacies of this shift, we will…
S1 Trailer - CS Shift Podcast
Welcome to CS Shift — the podcast that goes beyond retention with real strategies for Customer Success in the new era.I’m Nandi Dossou, a CS Executive based out of Paris, and over the past 12+ years,…
Frequently Asked Questions
CS SHIFT has published 16 episodes since July 2025, covering topics in Business, Careers.
CS SHIFT is currently highly active with new episodes every 2 weeks. Average episode length is 7m.
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