Customer Success is often talked about as a growth lever.
But in practice, it’s still treated like a service function.

In this episode of Expand, Jay Nathan joins the conversation to unpack why that gap exists — and what actually needs to change for CS to become a true go-to-market function.

We cover:

• Why many CS teams aren’t seen as GTM — and the mindset behind it

• The difference between service-oriented CS and revenue-oriented CS

• The three types of CSM roles emerging as companies scale

• How expansion signals are uncovered (or missed) inside real customer conversations

• Why “delight” doesn’t drive retention — and what does instead

• How community, product, and CS work together to drive long-term growth

This is a practical, honest discussion for CS leaders, RevOps teams, product leaders, and anyone responsible for growth after the sale.