Unlock the secrets to driving customer success with HubSpot’s latest innovations! In this episode of This is Growth, we dive deep with Paul Weston, GM of Service Hub at HubSpot, to explore the new Customer Success Workspace and the game-changing Health Score feature. Learn how these tools can help you boost customer retention, streamline your CRM, and enhance overall customer experience.

Perfect for Customer Success Managers, Directors, and SaaS professionals looking to stay ahead of the curve. Tune in now to transform your approach to customer success!

This is Paul:

https://www.linkedin.com/in/pfweston/

In this episode, discover how you can revolutionize customer retention in your long tail.

Join Daphne Costa Lopes as she explores Mayple, an innovative solution to onboard and retain your SMB or low-paying customers at scale.

Our special guest is Elad Donsky, CEO of Mayple. In this episode, you'll hear about his journey from startup founder to a Salesforce acquisition, and learn how to tap into the gold mine of your long-tail customer base for world-class retention.

What we’ll cover:

• Busting Retention Myths: Why you SHOULD put human resources behind small customers.

• The Uber of CS: How Mayple provides High-Touch, Pay-Per-Use Industry Expertise for Long-tail Customers.

• Real Results: How Mailchimp Reduced Churn by 95% Within Six Months using Mayple.

Tune in for game-changing insights and strategies!

In the world of Customer Success Management, delivering impactful Enterprise Business Review (EBR) presentations is often a time-consuming and labour-intensive task.

But what if we told you that it's possible to revolutionize this process by completely automating the creation of the decks?

In this episode, we dive deep into the realm of EBR automation with not one but two seasoned experts who have transformed the game for Customer Success Managers (CSMs).

Our first guest is none other than Nikola Mijic. He is the CEO of Matik, a groundbreaking tool that has redefined the way CS assets are crafted. In our conversation, we dive deep into how they are simplifying this time-consuming process into a one-click wonder, saving CSMs valuable time and resources.

And that's not all!

Our second guest is Brian Savage. He is a Senior Automation Analyst with a knack for building bespoke solutions. He shares how his team is harnessing Workato, an Integration Platform as a Service (iPaaS), to create tailor-made EBR automation solutions from the ground up.

You'll learn about the strategic approach, technical know-how, and the endless possibilities for customizing your EBR process.

Whether you're a CS Leader looking to streamline your EBR workflow or a tech enthusiast eager to understand the automation magic, this episode promises valuable insights and inspiration.

Don't miss out on discovering the future of EBR presentations – it's all just a click away!

What does Customer Success look like in a company that uses a product-led growth strategy?

So many people seem to think that you're either product-led or human-led. But the reality is that most businesses land somewhere in the middle.

Ryan Seams, Senior Director of Customer Success and Services at Mixpanel is here to help us understand how a CS team works when a business is largely product-led.

He has spent the last 9 years building the CS business in Mixpanel and has learned a ton of lessons that he is sharing with us, so we don’t have to make the same mistakes as we scale

Whether your business is exploring a digital segment or considering going full PLG, this podcast will give you some insights on how some of the best in the industry are doing it!

Music: Workday by Scott Dugdale

From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale.

That's why it's important for us to talk about these challenges openly!

In our very first solo episode, your host Daphne Lopes, tackles 3 burning questions about scaling Customer Success.

• Is scaled Customer Success right for your business?
• What's the right time to start scaling your CS team?
• What is the optimal sequence of events to go from 100% human touch to scaled CS?

If you are curious about the secret steps to transform your CS approach from 100% human-powered to turbocharged scalability, this episode is for you!

Get ready to ignite your CS strategy and amplify your business impact! 🔥

Music: Workday by Scott Dugdale

This month we are sitting down with Mickey Powell, the CS visionary behind UpdateAI, to explore a revolutionary development that's changing the landscape of customer success – the integration of generative AI, specifically ChatGPT, into the daily lives of Customer Success Professionals.

In an era where customer interactions are paramount, harnessing the power of AI has become more than just a trend; it's a necessity.

Imagine having a virtual assistant that not only understands customer queries but can also craft personalized responses that resonate deeply with each individual.

That's the promise of generative AI.

Today, we're going to uncover the practical ways in which Customer Success Professionals can leverage Update.ai and ChatGPT to streamline their workflows and ultimately drive business growth.

So whether you're a seasoned customer success veteran looking to adapt to the digital age or a newcomer curious about the possibilities, get ready to be inspired by the insights and experiences shared by Mickey Powell.

Music: Workday by Scott Dugdale

The lines between Marketing and Customer Success blur when we start scaling the CS team.

Many of the skills and tools needed to help drive and understand customer engagement and communication at scale are traditionally owned by marketing. But that doesn't mean marketing should own the Digital CS strategy.

To help us unpack this topic I am joined by Jeff Breunsbach⁠, a leader that lives in the intersection of Marketing, CS and Community.

In this episode, we delve into the transformative power of leveraging content and community to drive customer success to new heights.

Jeff shares his wealth of experience and expertise, offering invaluable insights on how to effectively expand customer success initiatives while maintaining a personal touch. Discover the key strategies, tools, and techniques that have propelled Jeff's community Gain, Grow, Retain and learn how you can apply them to your own organization.

Whether you're a seasoned CS professional or just starting your journey, this episode is packed with actionable advice that will empower you to build thriving customer success teams in today's dynamic business landscape.

Tune in now and unlock the secrets to scalable growth and exceptional customer experiences!

Music: Workday by Scott Dugdale

"The only constant is change."

Get ready for a mind-shifting episode with senior Customer Success leader and Change Management expert, Margaret Harrison.

As CS professionals we operate at the intersection of the vision our customers have for their organisations and their current reality. And we do that while navigating the waves of change inside our organisations.

But change is not easy. In fact, change can be exhausting.

In this episode, we discuss the psychology of change and why it can be so difficult to navigate it. We dive into simple and effective approaches to driving transformative change for your team and customers alike. And we leave you with 3 proven tactics to achieve successful change outcomes.

Don't miss this captivating opportunity to ignite change and create a lasting impact in your organisation.

Resources:

Book - Switch

Music: Workday by Scott Dugdale

Jan Young is a Customer Success Consultant at The Success League and an advisor to some of the most beloved CS brands and communities like Catalyst, Gain Grow Retain and CS Insider.

A leader in Customer Success for over 13 years, Jan is a great person to help us answer the question "What does it take to be a great Customer Success Leader?". By blending the purpose of CS leadership with agile methodologies, business acumen and emotional intelligence, she brings a powerful and fresh perspective to the discussion of the role of a CS leader.

We covered a multitude of topics: the power of storytelling, why you should have a pragmatic customer journey and the importance of creating a roadmap for your CS organisation.

You will leave this session inspired to approach your every day as a CS leader differently.

Music: Workday by Scott Dugdale

For the first episode of this season, I am joined by Marija Skobe Pilley. For some, Marija needs no introduction, she is a pillar of the CS community. But, if you are hearing your name for the first time, make sure to check her out on LinkedIn. She is the Director of Customer Success at Click up and the founder of Women in Customer Success. She hosts an incredible podcast interviewing the amazing women in CS and also runs a great mentoring programme called Power Up, where established success women including myself, mentor the next generation of CS professionals.

Marija has built an incredible career in CS and we dive a little into her story during our conversation. But the meat of the podcast is really on how to scale basic CS approaches, Marija shares with us how she is helping Clickup scale its success function and has a lot of insights on what it takes to build CS from scratch.

We cover tips on how to scale effectively, what roles are most important, building communities and more.

You will leave this session with a ton of golden nuggets that you can apply immediately to your teams.

Music: Workday by Scott Dugdale

Welcome to season 2 of the This is Growth Podcast!

In Season 1 we got to know 9 people that built successful careers in Customer Success. For Season 2 we are shifting gears.

The goal of season 2 is to help Customer Success leaders unlock the next level of performance of their Customer Success organisation.

I want to help you go from Customer Success to Efficient Customer Success and then reach the holy grail of a truly Scaled CS organisation.

These will be a series of conversations with the experts, the people who have been there and done that. Each episode will be packed with tips, honest discussions, and best practices that will take your team to the next level.

And we want to help you do that while focusing on the most important aspect of CS: delivering customer outcomes.

Get the latest podcast in your inbox by signing up for the This is Growth! newsletter at https://www.daphnelopes.com/

Music: Workday by Scott Dugdale

In this episode of the podcast, we are joined by Padraic McMahon Senior Manager of Customer Success at Hubspot and former guitarist/bassist in the platinum-selling band The Thrills, to answer 4 listeners' career dilemmas:

• How do you know you’re on the right career path?
• I keep getting rejected for roles I feel like I am qualified for. What can I do to get the job?
• Should I stay in this company or should I go?
• Is management right for me?

Padraic and Daphne discuss each dilemma, share personal experiences and offer advice on how to get unstuck if you are experiencing any of these situations.

If any of these questions resonate, you will love this episode.

Grab your headphones and find some headspace because this episode is packed with practical stuff you can start implementing today.

Music: Workday by Scott Dugdale

In this bonus episode of the Customer Success Masterclass, we talk about Revenue Generating Customer Success, but from the lens of the CSM.

Your host Daphne Costa Lopes is joined by Diana de Jesus, CEO & Founder of The Customer Success Project in a conversation exploring how you can understand the business, develop the skills to become a top-performing CSM and ace your revenue-generating role!

Tune in to gain actionable tips and strategies that will elevate your customer success game and help you create an incredible career.

When life throws us a punch, it hurts. There are no two ways about it. But it also presents us with an opportunity to get off the hamster wheel, pause, and reflect.

It gives us space to explore interests, and relaunch with intentionality.

Shane Stenson, Team Lead and Principal Customer Success Manager at HubSpot, shows us that a growth mindset is not just about climbing the career ladder, but a way to approach life.

In this episode, we talk about the roadblocks and hiccups in our careers, and about landing on our feet.

Shane shares stories about being part of a company that was acquired, feeling burned out and taking a career break, going for roles that didn’t feel right, failing interviews and the amazing feeling of knowing what your next step is.

In his own words, “A lot of people think ‘I’ve worked so hard over the last 6 months to get into the particular role that I am in, I’ve grown so much’. But there is equally as much to be learned from scenarios where it didn’t work out in the way you would have hoped. It’s that old cliche, you learn more from the losses.”

In midst of layoffs and uncertainty, this is a great episode to ground us.

Music: Workday by Scott Dugdale

Forget the corporate ladder, let’s talk about entrepreneurship.

Brian Mackey, Co-Founder of the technology agency Baskey, is living proof that you can pursue your ambition to work for yourself, even if you don’t have a safety net.

In this episode, we explore how he went from busking in the streets of Dublin to support himself during college, to landing roles in Support and Customer Success and more recently, becoming his own boss.

We get an insight into how business ideas come about and how to pursue an opportunity you are passionate about.

In his own words, “Take risks that will help you grow, that will expose you to new things. You are going to make mistakes and learn from them. But make sure your risks are calculated, don’t rush into anything.”

I feel like we only scratched the surface of this conversation with Brian.

Grab your notebook and your pen, and let’s get inspired!

Music: Workday by Scott Dugdale

It’s easier to excel when we do the things we are passionate about.

For the final episode of the year, I interviewed Phil McHugh, Senior Director of Customer Success at Hubspot, a.k.a my boss.

From the outside Phil’s career looks like a supersonic rocket, starting out as an Account Manager and going straight up to the moon. But through this chat, we are reminded that no success story is devoid of challenges.

On the path from computer science drop-out to advertising and then technology, Phil reflects on the importance of knowing what you don’t want, how he discovered a passion for advertising, moving to the U.S., saying “yes” to a weird proposition and more. Phil is a storyteller, you won’t want this one to end.

In his own words, “Never be afraid of saying yes to something. We need to make big and bold decisions to continue growing.”

Tune in, buckle up and get ready for a journey!

Music: Workday by Scott Dugdale

You are the CEO of your life. So why aren’t you managing your career as a business?

Maggie Bomze, Senior Manager of Customer Success at Hubspot, started her professional journey by breaking the job-hunting mould and tweeting the CEO of an agency she admired and later convincing them to create a role for her.

In this episode, we discuss how to best market and sell yourself, and talk through strategies to help you frame your career as a series of investments you make into your future self.

In her own words, “At the end of the day, the competition with myself is all that matters. The game is always changing, the rules may or may not be fair, and situationally there might be other things going on. I march to the beat of my own drum, I care about what I am doing, what I can control. And I find that the results just follow.”

Maggie is unlike any other guest. She is in a league of her own.

Tune in and soak up her passion!

Music: Workday by Scott Dugdale

You don’t have to choose between growing your career and your personal priorities.

Seona Tully, Director of Sales at Hubspot talks about the importance of goal orientation, a growth mindset, and a coaching environment to build a successful career.

In her own words “I was always a huge goal-setter. When I started I was very financially driven because I wanted to buy a house. So I lived by my spreadsheet with every dollar of commission I would make. That really helped motivate me.”

She shares the story of how she fell in love with sales, talks candidly about her transition from an individual contributor into management, and sheds a light on what it looks like to be a highly effective leader and also a mum.

Tune in, it’s a fantastic conversation!

Music: Workday by Scott Dugdale

Breaking into management can seem like an impossible task.

Finbar O’Grady climbed the Customer Success ladder all the way from Services Specialist to Principal Manager at Hubspot, and we got to learn how he did it!

This episode is filled with sound advice and practical tips from one of the best in the business.

If your goal is to grow into management or get inspired to bring your performance a notch up, this podcast is for you.

In his own words,  “Watching someone in real time having an A-Ha moment is super satisfying and special. As my career developed, I knew I wanted to have more intimate relationships with the people I worked with, and that is what brought me to people management”.

Excited to share this one with the world!

If you think a successful career is linear, think again. 

This month’s guest, Kelsey Balimtas, has built an impressive career that spans PR, Customer Success, Employee Enablement and Customer Experience. But was it all strategically laid out? Absolutely not. It was a discovery journey.

In her own words,  “Career journeys are not ladders they are lattices. You sorta have to move sideways, take small steps, and sometimes you need to take a step back. But ultimately, if everything you are doing is ins service of building more positive habits, more positive behaviours, you are growing”.

Kelsey shares vulnerably about imposter syndrome, the difficulties of juggling an MBA and work at the same time, and the impact of remote work in her life. 

Tune in, this one is an absolute must!

How does a Channel Consultant become a Product Manager? In this month’s episode of This is Growth, I had a conversation with Robbie McFarlane, an Associate Product Manager at Hubspot.

Believe it or not, there was a time when Robbie didn’t even know what a Product Manager was. In this episode, we will chat through his journey from Channel Consultant, working with Hubspot's EMEA partners, to Program Manager, and now, Product Manager.

Even if Product Management isn’t in the cards for you, I recommend you listen to this episode. Robbie is a modern-day philosopher and has some incredible tips on how to develop your skills and find your purpose.

Music: Workday by Scott Dugdale

Ever looked at someone's career and wondered 'how did they get there?'. This podcast is here to shine a light on the unseen parts of career development. Guests will share their failures and lessons, the mindset that helped them succeed and how they think about work-life harmony when leading demanding careers.

Music: Workday by Scott Dugdale

In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team.

Join Daphne Costa Lopes as she explores how your Customer Success team can capture value from customers and generate revenue for your business, transforming it into a revenue-generating powerhouse.

Here’s what we’ll cover:

• What Value the CS Team Creates for the Business: Understand the essential contributions of your Customer Success team and how they drive overall business success to better communicate to leadership and cross-functional partners.

• How to Finish the Swing in Customer Success by Generating Revenue: Learn actionable strategies to transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable.

The expert interview of the week is Kelly Capote, the Chief Customer Officer at Gainsight. Kelly shares her insights on the gold mine that is your customer base, discussing how to leverage customer insights and collaborate with other teams to seize this revenue-generating opportunity.

Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you drive meaningful results.!

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of Communicating The Value Your Product Delivers to Customers.

Join Daphne Costa Lopes as she delves into the pivotal role of the Customer Success Team in effectively conveying the value of your product to your customers.

Here’s what we’ll cover:

• What Customers Care About: Understand the core needs and desires of your customers to tailor your communication effectively.
• Who You Should Be Communicating Value To: Identify the key stakeholders and decision-makers in your customer’s organization to ensure your message reaches the right audience.
• At What Points in the Journey You Should Be Communicating Value: Learn the critical touchpoints throughout the customer lifecycle where value communication can have the most impact.
• How You Can Scale Value Communication: Discover strategies to efficiently and consistently communicate value across your entire customer base.

The expert interview of the week is with Jay Nathan, the Chief Customer Officer of Churnkey. Jay shares his expert insights on addressing some of the burning questions surrounding value communication, ensuring your message resonates with your customers.

Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you communicate the meaningful results you're driving.

Don’t miss this episode to master the art of value communication in customer success!

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of proactively monitoring risk and growth signs in your customer base.

Join Daphne Costa Lopes, as she explores the strategies and technologies that can help customer success teams stay ahead of potential churn and identify growth opportunities.

Here’s what we’ll cover:

• Navigating the Information Overload: Understand how the vast volume of data—product usage, customer engagements, and external factors—affects the assessment of customer risk and growth potential.

• The Challenge for CSMs: Discover why expecting Customer Success Managers (CSMs) to manually monitor and forecast customer behavior is unrealistic and inefficient.

• Integrating Predictive Models: Learn how the best predictive models are embedded directly into the CSMs’ workspace, enabling timely and effective action.

• Automating Interventions: Explore how automation can streamline the next steps, with not all interventions requiring human involvement, thus increasing efficiency and effectiveness.

The expert interview of the week is Easton Taylor, he is the SVP of Customer Success at Gainsight.

Tune in to gain insights on leveraging modern technologies and models to proactively manage customer success. Don’t miss this episode to enhance your ability to predict and respond to customer needs effectively!

Resources:

Build An Alert System To Shift From Reactive To Proactive With Little To No Investment

In Episode 2 of the Customer Success Masterclass, we explore how to create a repeatable process to deliver measurable value to your customers.

Hosted by Daphne Costa Lopes, this episode delves into the intricacies of crafting effective customer journeys that guide customers to value realization.

Here’s what we’ll cover:

• Customer Journeys as Value Maps: Learn how to reverse engineer success by using customer journeys as the blueprint for value realization.
• The 7-Step Customer Value Realisation Journey: Discover the best solution I’ve found— a streamlined, seven-step journey that ensures consistent and measurable value delivery to customers.
• Common Pitfalls in Customer Journeys: Identify and avoid the typical mistakes companies make.

The expert interview of the week is with Tori Jeffcoat, the Head of Customer Success and AI Strategy at Gainsight.

Join us to gain practical insights and actionable strategies for enhancing your customer success efforts. Don’t miss this episode to transform how your organization delivers value and achieves customer satisfaction!

Resources:

A 7-Stage Customer Journey To Drive Success Proactively

Do We Really Need Customer Journey Maps?

In this inaugural episode of the Customer Success Masterclass, we dive deep into the critical topic of defining and measuring customer outcomes.

Join Daphne Costa Lopes, as she unpacks why internal metrics alone aren’t enough to gauge true customer success and how to shift towards a more customer-centric approach.

Here’s what we’ll cover:

• Internal vs. Customer-Centric Metrics: Understand the limitations of using unit economic metrics alone in Customer Success and why they fail to capture the real value for customers.

• Understanding Customer Motivations: Explore the core reasons why customers buy your product and how to align your success measures with their needs.

• Jobs to be Done Framework: Learn how to apply the Jobs to be Done methodology to define clear, measurable outcomes that reflect the value your customers seek.

• Embedding Metrics into Your Organization: Discover strategies to integrate these customer-centric metrics into your organization as key performance indicators (KPIs) to drive alignment and focus.

This week's expert is David Jackson, he is a CS Veteran and author of the book Customer Led Growth: A CEOs guide to building a B2B SaaS.

Tune in to gain actionable insights and start your journey towards a more effective, customer-focused success strategy. Don’t miss out on this essential episode!

Resources mentioned on the show:

• Customer results canvas and CLG dashboard
• Are we building SaaS products the wrong way?
• Measuring customer value

Build a Scalable, Proactive, and Revenue-Generating Team.

Welcome to the Customer Success Masterclass, a 5-episode series designed to help you create a scalable, proactive, and revenue-generating customer success team.

In this series, we’ll explore five key topics with industry experts:

1. Defining and Measuring Customer Value: Learn how to achieve measurable outcomes in your business.

2. Delivering Measurable Value to Customers: Discover how to ensure customers retain and grow by realizing value.

3. Proactively Monitoring Risk and Growth Signs: Understand how to manage risk and identify growth opportunities.

4. Communicating Value to Customers: Master the art of communicating value to all your customers.

5. Capturing Value Back through Retention and Growth: Build strategies for retention and growth to create a second engine of business growth.

By the end of this series, you’ll have the tools to implement customer-led growth in your business.

Tune in every Tuesday for a new episode. Don’t miss out!

This episode is here to help CS folks understand how product organisations work and how to collaborate for optimal results.

We dive deep into the intersection of product and CS to help you:

🚀 Learn how product roadmaps work

🚀 Better champion your customers with Product Managers

🚀 Handle tough conversations on unmet feature requests

🚀 Get advice on transitioning from CS to Product roles.

Join me as I sit down with Laura Kassapakis, Product Manager at Front, and Lauren Salanitro, CS Leader at Cascade. These Aussie trailblazers are the brains behind Women of Customer Success, a thriving community with over 9,000 members!

Get your headphones on, and gear up for a knowledge-packed episode!

Join us as I discuss with Shachar Avrahami VP Product & Strategy @EverAfter how to navigate the challenges of curating and delivering the right content to customers so they can take action without overwhelming them.

Shachar

https://www.linkedin.com/in/shacharavrahami/

In this episode, Daphne Costa Lopes talks with Kirsten DiChiappari, VP of Customer Success at VCom Solutions, to explore how CRM and AI can transform the way you serve and retain long-tail customers. Kirsten shares her journey from HR to CS leadership and dives into the tools and segmentation methods that have driven stellar retention rates at scale.

What we’ll cover:

• Retention Reimagined: How to scale CS operations without sacrificing quality.
• Smart Scaling: Using CRM and AI for meaningful engagement with low-touch customers.
• Real Results: How Kirsten’s team optimizes efficiency and impact through data-driven customer success.

Tune in for powerful insights on scaling CS and transforming customer retention!

What does it take to lead high-performing teams and drive meaningful business growth?

In this episode, Lara shares her journey of building a $50M pipeline and achieving 93% customer retention through human-first leadership.

Learn how aligning teams, focusing on value realization, and leveraging storytelling can transform customer success from a cost center to a revenue driver.

Perfect for leaders looking to inspire their teams and deliver measurable results.

In this festive episode, I sat down with Kris Rudeegraap to unwrap the magic of gifting in business. Spoiler alert: it’s not just a nice-to-have—it’s a must-have! 🎁

We dive into the transformative power of gifting and direct mail, answering key questions like:
✨ How do you seamlessly integrate moments of delight into the customer journey—without treating them as an afterthought?
🎉 What are some standout examples of how teams are using gifting to supercharge sales and create unforgettable post-sales experiences?
💡 What’s the ROI of gifting, and how can you make a compelling case to your CFO that it’s worth the investment?

With the holidays around the corner, this episode is packed with festive cheer and practical advice to help you close deals faster and build lasting relationships. Whether you’re in sales, marketing, or customer success, Kris shares incredible insights (and a few fun anecdotes!) that’ll have you rethinking the power of a well-timed gift.

Tune in, grab some eggnog, and get ready to level up your gifting game! 🎄✨

In this episode, cut through the AI hype in Customer Success.

Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection of AI and CS beyond the buzzwords.

Our special guest Elias brings hands-on expertise in building and scaling AI solutions:

⚡️ Co-founded Drift (acquired by Salesloft for $1.2B)

⏫ Now building Agency, the AI Agent for B2B Customer Success

In this episode, you'll discover how AI is genuinely transforming customer experience, and what it means for the future of Customer Success.

What we'll cover:

Beyond the Hype: Real-world applications of AI in Customer Success that are making an impact today Experience Transformation: How AI is meaningfully enhancing customer experiences - with concrete examples Future Vision: What CS professionals need to know about their evolving role in an AI-powered world

Tune in for straight-talking insights from the frontlines of AI and CS!

In this series, we cut through the AI hype in Customer Success.

Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection of AI and CS beyond the buzzwords.

Our special guest Elias brings hands-on expertise in building and scaling AI solutions:

⚡️ Co-founded Drift (acquired by Salesloft for $1.2B)

⏫ Now building Agency, the AI Agent for B2B Customer Success

In this series, you'll discover how AI is genuinely transforming customer experience, and what it means for the future of Customer Success.

What we'll cover:

- Beyond the Hype: Real-world applications of AI in Customer Success that are making an impact today

- Experience Transformation: How AI is meaningfully enhancing customer experiences - with concrete examples

- Future Vision: What CS professionals need to know about their evolving role in an AI-powered world

Tune in for straight-talking insights from the frontlines of AI and CS!

How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 3)

In this series, we cut through the AI hype in Customer Success.

Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection of AI and CS beyond the buzzwords.

Our special guest Elias brings hands-on expertise in building and scaling AI solutions:

⚡️ Co-founded Drift (acquired by Salesloft for $1.2B)

⏫ Now building Agency, the AI Agent for B2B Customer Success

In this series, you'll discover how AI is genuinely transforming customer experience, and what it means for the future of Customer Success.

What we'll cover:

- Beyond the Hype: Real-world applications of AI in Customer Success that are making an impact today 

- Experience Transformation: How AI is meaningfully enhancing customer experiences - with concrete examples 

- Future Vision: What CS professionals need to know about their evolving role in an AI-powered world

Tune in for straight-talking insights from the frontlines of AI and CS!

In this episode, discover how you can delver customer outcomes and improve customer retention in your long tail.

Join Daphne Costa Lopes as she explores how Gemma Cipriani-Espineira has built scalable CS teams at companies such as Chili Piper and Twilio. You'll hear about her journey from studying law to becoming a Customer Success Executive and founder of an angel investment fund.

In this episode you'll learn concepts, frameworks, processes and metrics that can help you to tap into the gold mine of your long-tail customer base for world-class retention.

Tune in for game-changing insights and strategies!

Ever wondered how companies effectively integrate customer feedback into products? I chat with Brian and Max, founders of Twine, an AI-driven platform that connects go-to-market and product teams.

We discuss turning insights into actions, the power of nonverbal communication, intriguing 'customer love' reports, and why fostering a customer-centric culture is crucial for success.

In this episode, learn how to align Customer Success and Product to drive impact at scale.
Join Daphne Costa Lopes as she sits down with Jon Dick, SVP of Customer Success at HubSpot, to explore how a business with over 250,000 customers builds systems, vision, and teams that scale without losing sight of the customer.

You'll hear how Jon thinks about segmenting strategy across HubSpot’s diverse customer base, the frameworks he uses to connect CS and Product teams, and how AI is reshaping the way Customer Success delivers value. He also shares why strong opinions and clear conviction are essential to leading in a fast-growing environment.

Whether you're building alignment across teams, navigating growth, or exploring how AI can power CS, this episode is packed with actionable insights and bold thinking.

Tune in to discover what it takes to scale Customer Success with intention and impact.

Links:

Jon's LinkedIn

RetentionOS Course Waitlist

Unconventional Growth Newsletter

In this episode, learn how to turn “value realisation” from a buzzword into a repeatable system that drives retention and growth.

Join Daphne Costa Lopes as she sits down with Natalia, a seasoned Customer Success leader with 15 years of experience across SaaS, consulting, and enterprise transformation, to explore how companies can prove ROI and deliver outcomes that truly matter to customers.

You’ll hear how Natalia defines value in the eyes of the customer, the frameworks she uses to surface ROI, and how she aligns Sales and CS to avoid the classic trap of over-promising and under-delivering. She also shares practical ways CSMs can capture insights, document customer stories, and turn them into measurable business outcomes that finance leaders and executives care about.

Whether you’re building your first value framework, trying to fix the disconnect between Sales and CS, or leading a team through tougher renewal conversations, this episode is packed with actionable insights and bold strategies.

Tune in to discover how to move from adoption to impact and make customer value your most powerful growth engine.

Increasing retention by 5% can improve your profits by 95%.

So getting your CS engine working is the key to durable growth. Learn 5 ways to do just that here.

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If your “growth strategy” is just pushing CSMs to sell, you don’t have a growth strategy. You have a churn problem waiting to happen.

In this clip, I break down why giving CSMs quotas and tying them to expansions backfires, and what GTM and CS leaders should do instead:
⭐ Protect the value layer⭐ Sequence value before growth⭐ Instrument value measurement

Customer growth isn’t about forcing CSMs to sell more. It’s about delivering so much value that upsell becomes the natural next step.

Too many CS leaders confuse measuring impact with tracking execution.

In this Growth Pill, Daphne breaks down why the two are completely different and why mastering both is the key to running a high-performing CS organisation.

You’ll learn:
💡 How to connect CS work directly to company outcomes (think GRR, NRR, and customer value delivered)📊 What “tracking execution” really means and how top CS teams do it🔥 Why activity metrics aren’t vanity metrics when tied to impact

Because great CS teams don’t just work hard, they know exactly which work drives results.

Measuring customer value is hard. That’s exactly why 56% of companies still avoid it.

But here’s the uncomfortable truth: not measuring value is even harder.

No evidence at renewal.

No clear signal on how your customer is really tracking.

No way to onboard a new decision maker with confidence.

In Customer Success, there’s no easy path. There’s only a choice between two types of hard.

In this Growth Pill, I break down why the teams that win long term choose the hard that compounds.

Hope is not a strategy. Data is.

Too many CSMs fall into the same trap. They build a brilliant relationship with one person inside the customer’s organisation, only to see everything fall apart the moment that person leaves. I’ve watched this play out for a decade and it still catches teams off guard.

In this Growth Pill, I break down how to turn a fragile single-threaded relationship into a strong multi-threaded one that protects your renewal and strengthens your influence inside the account.

You’ll learn:
• Why one strong relationship is never enough• How to use your existing champion to expand your reach• How to elevate conversations from tasks to value• Why a ready-to-run value story is your insurance policy

Follow for more fast, practical guidance to grow, retain and scale.

Most CS teams aren’t failing at AI because the tech is bad.

They’re failing because their data is a mess.

For years, CSMs held everything together.

Missing fields? Call someone.

Conflicting info? Chase three teams.

Weird behaviour? Dig through five systems.

Humans could patch it. AI cannot.

AI uses the data you have, as is.Messy data means messy outcomes.

The twist?

AI is also the fastest way to clean the chaos. If your AI isn’t delivering value, the first thing to fix is your data.

Most companies say they want to scale Customer Success.What they actually do is strip it of impact.In this Growth Pill, I call out the real reason scaled CS lags high touch by 5 to 10 retention points.Most teams still have no idea what their customers are trying to achieve.No goals. No progress tracking. No ability to tailor anything that moves the needle.The fix is straightforward:• Know the goal• Track it in product• Use AI to guide every customer individuallyIf CS is going to scale without bleeding retention, this is how we need to do it.

I used to believe success came from getting others to change — their mindset, their behaviour, their way of working.

But here’s the truth: you can’t change anyone. You can only change yourself.

How you show up.

How you communicate.

How you collaborate.

In this Growth Pill, I share why the quickest path to better results starts with changing you.

When customers need help, they’re not opening your help centre or watching your tutorials.

They’re asking ChatGPT.

And if your content isn’t AI Engine Optimised (AEO), AI won’t find it, or worse, it’ll make things up.

In this Growth Pill, I share how to make your content ready for the AI era so AI can find, understand, and trust it.

Because the new front line of customer education isn’t your team, it’s AI.

🎧 Learn how to make sure it teaches customers your story, not someone else’s.

In this episode of Growth Pills, I unpack three shifts that are quietly breaking the old CS model.1 - Products are no longer selling features. They are delivering outcomes, fast. AI sets a new bar for time-to-value and customers expect results, not potential.2- Pricing is moving from access to usage. Consumption models force proof, not promises, and make renewals evidence-led in a world where switching is easy.3- And customers are no longer learning from your team. They are learning from AI, arriving smarter, faster, and expecting deeply relevant guidance.Ignore these shifts and CS becomes irrelevant.Master them and it becomes your strongest growth engine.