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.
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:
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, 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!
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 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, 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 worldTune in for straight-talking insights from the frontlines of AI and CS!
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! 🎄✨
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 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:
Tune in for powerful insights on scaling CS and transforming customer retention!
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/
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 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.
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:
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:
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:
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:
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!
