The life of a Customer Success Manager (CSM) is never a dull one. Everyday you meet fascinating people, change how businesses operate (normally for the better), and even help a few get out of a hole.
But how can a CSM make sure they are making the most of their precious time? What are the best tactical things a CSM can do today to help their customers? How can they ensure every customer in their portfolio continues to see success? And more importantly, how do you measure that success?
In this episode, our host Anika Zubair chats with Prashanth Jothi, Customer Success Manager at HubSpot about how to drive customer outcomes based on customer maturity.
Prashanth brings a fresh perspective from working across four different countries, and shares both tactical and actionable insights every single day on LinkedIn to help inspire fellow CSMs and the CS community.
Customer Success Manager
HubSpot
Prashanth is a Customer Success Manager at Notion with over 10 years of experience spanning SaaS, product marketing, and customer success. Prior to Notion, he spent five years at HubSpot, where he advanced through six roles—from Success Coach in Singapore to Senior Customer Success Manager in Dublin—leading teams, mentoring peers, and driving results across a global client base. With a foundation in marketing and leadership roles across Asia and Europe, Prashanth brings product intuition, storytelling depth, and a strong focus on AI-driven success.
Founder & CEO
The Customer Success Pro
Anika is a customer success executive and founder with over 10 years of experience helping SaaS teams drive retention, revenue, and confidence at scale. She is the Founder & CEO of The Customer Success Pro, a coaching consultancy for CS professionals, and most recently served as Head of Customer Success at Griffin. Anika has held CS leadership roles at Karbon, inSided, and ZAP, and is known for her practical approach to commercial impact, strategic storytelling, and community-driven growth.
