As CS leaders, we’re often held accountable for retention and expansion. But those outcomes depend on more than our team.

They rely on:

- Sales, and how well they set expectations.

- Product, and whether it listens and delivers value.

- Support, and how it handles customer friction.

- Implementation, and how quickly they deliver time-to-value.

- Billing and Compliance, and how they influence trust at critical moments

Customer success leaders must break down silos between departments to enhance growth effectively. Alignment doesn’t happen organically. It happens intentionally — and CS leaders have to drive it.

Why? We’re the connective tissue of the customer journey. And that journey crosses way more

than just Sales and Product.

In this episode I share how to align with 6 cross-functional teams that impact retention and growth.

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 people and leave enablement as an afterthought.

What happens?

• High turnover.
• Morale dips.
• And ironically, performance suffers.

Here’s how to avoid the burnout trap and build a team that performs and stays healthy.

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 establish clarity, trust, and small, impactful wins within our teams. I elucidate that many leaders succumb to the temptation of immediate reactionary measures, yet true leadership necessitates a more strategic approach. By concentrating on defining success, fostering trust through active listening, and achieving early victories, we can cultivate a sustainable environment conducive to growth. Ultimately, it is essential to lead with intention rather than mere effort, thereby setting the stage for long-term success in customer success initiatives.

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 explore how customer success leaders must not only declare the necessity for growth but also actively cultivate the means by which their teams can achieve it. It is evident that many leaders, while recognizing the importance of upselling and influencing renewals, often neglect to provide their teams with clear methodologies. This episode aims to furnish practical strategies that empower customer success teams to navigate this transformation effectively. By implementing defined visions, equipping teams with essential skills, and establishing clear organizational structures, we can ensure that customer success becomes a shared mindset that permeates every facet of the organization, ultimately fostering a culture of collaborative growth.

In recounting personal experiences, I share insights gleaned from leading a customer success organization through a similar transition. Highlighting the critical need for foundational clarity and structured frameworks, the discussion underscores the importance of aligning roles, setting measurable goals, and fostering an environment conducive to collaborative growth. The narrative further emphasizes that effective leadership is not merely about imposing demands but about cultivating a shared vision and empowering teams with the necessary skills and resources to succeed.

To facilitate this transformation, I propose three pivotal levers that customer success leaders can utilize to initiate a successful shift towards growth. The first lever entails defining a clear vision of what growth signifies for the organization, ensuring that all team members possess a comprehensive understanding of the metrics at play. The second lever focuses on skill development, advocating for the enablement of team members to engage in meaningful value-driven conversations. Finally, the third lever emphasizes the importance of structural clarity, ensuring that roles and responsibilities within the organization are well-defined and aligned with overarching growth objectives. By implementing these strategies, leaders can effectively navigate the complexities of customer success in this new era.

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, I’ve helped CS teams across Europe scale with purpose — delivering 90%+ retention and millions in recurring revenue.

But here’s the truth: the expectations on Customer Success have changed. Growth is the new mandate. And too often, teams are left navigating that shift with no real strategy.

That’s where this show comes in.

Every season of 5 episodes, you’ll get the clarity, frameworks, and mindset shifts to help you lead through complexity — and perform at your best.

Whether you’re building a CS org or building your influence as a the next CS leader, CS Shift is your playbook for what’s next.

Subscribe now — and let’s lead this shift together.