What if customer success wasn’t just a function — but the philosophy that shapes how your entire business grows?
In this episode, Dillon Young, founder of Customer Value Labs and a leading voice in the US SaaS and consulting space, shares the mindset and mechanics behind CS strategies that actually move the needle.
From his early days in startups to advising leadership teams on defining customer success before the first hire, Dillon brings clarity, humility and edge. He doesn’t just talk theory, he gives frameworks, hard truths and a practical roadmap for building customer-led organizations that scale.
This is part masterclass, part reflection, and part blueprint for anyone serious about transforming CS from a support function into a strategic growth driver.
In this episode:
● Why defining customer success early gives companies a competitive edge
● The “Cut, Automate, Defend” framework for operational CS efficiency
● Dillon’s take on the traits every modern CS leader must develop
● How AI is reshaping the job market and what that means for CS
● Why CS must influence every department, not just own a renewal target
● Building global relationships and adapting across cultural contexts
● The balance of execution and continuous improvement in leadership
● Dillon’s personal lessons from moving through chaos with calm
● The future of CS roles and how to prepare for what’s coming
If you're building a SaaS company, leading a post-sales team, or rethinking how your organization creates value, this episode with Dillon Young is essential listening.
Follow Dillon Young.
This episode was brought to you by RevSetter & medlify.
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Hosts:
Haydar - LinkedIn
Ivy - LinkedIn