Customer success isn't just about keeping customers happy. It's about creating the conditions for long-term business growth.

In this episode of The Incremental Edge, Emma Pownall is joined by Toby Andrews, Customer Success Delivery Manager at Datel, to explore how customer success has evolved from a support function into a commercial growth strategy.

Drawing on Datel's own experience of building a customer success function, they discuss why customer success should be embraced across the whole business, the role of onboarding and adoption in creating long-term value, and how trust, retention and advocacy are built through small, consistent improvements over time.

Whether you're leading a subscription business, a professional services firm or any organisation where long-term customer relationships matter, this episode is packed with practical ideas you can apply in your own business.

Connect: 
◼ Connect with Emma Pownall
◼ Connect with Toby Andrews

Incremental Edge:  
◼ Watch the full episode on YouTube
◼ Read the show notes
◼ Read the Insights blog

In the final part of our Investment Savvy CFO series, Emma Pownall is joined by Tom Wildig, Senior Investment Director at Palatine, to explore what private equity investors really expect from CFOs before and after investment.

The conversation covers investment readiness, due diligence, operating in a PE-backed environment, and the qualities that help finance leaders build confidence with investors. Tom shares what investors are really assessing during a transaction, the red flags that can emerge during diligence, and why transparency, communication and strong financial fundamentals matter more than ever.

Emma and Tom also discuss the first 90 days after investment, what high-performing boards do differently, and the mindset that separates successful private equity CFOs from the rest.

▶️ Watch the conversation on YouTube
📖 Read the show notes for key takeaways
💡 Read the Insights blog
🔗 Connect with Emma Pownall
🔗 Connect with Tom Wildig

This episode is Part 2 of our Investment Savvy CFO series, recorded live at our recent Incremental Edge event.

In this episode, Emma Pownall is joined by Peter Holt, Partner at Drax Executive, to explore how CFOs are assessed, hired and positioned in today's market.

Moving beyond theory, the conversation explores what boards and investors are really looking for, what makes a CFO stand out, and how finance leaders can demonstrate impact beyond job titles or time served.

The discussion also covers private equity readiness, ownership mentality, professional development, and the behaviours that can signal whether a CFO is ready for the next stage of their career.

Whether you're a CFO, MD or business leader, this conversation provides a practical view of what boards and investors are really looking for.

▶️ Watch the conversation on YouTube
📖 Read the show notes for key takeaways
💡 Read the Insights blog
🔗 Connect with Emma Pownall
🔗 Connect with Peter Holt

This episode is Part 1 of our Investment Savvy CFO series, recorded live at our recent Incremental Edge event.

As expectations of finance leaders continue to evolve, the CFO role is becoming far more commercial, strategic and influential within growing businesses.

In this episode, Emma Pownall is joined by finance leaders, investors and advisors to explore what high-performing finance leadership really looks like today. The conversation explores credibility, communication, operating at pace in invested environments and how finance leaders use data to influence business outcomes.

Whether you’re a CFO, MD or business leader, this discussion offers a practical look at how finance teams are adapting to support growth, investment and decision-making across the wider business.

▶️ Watch the conversation on YouTube

🔗Connect with the speakers:
Emma Pownall
Katy Bruce
Tom Wildig
Peter Holt
Vanessa Worsley

🔗 Incremental Edge is a Datel podcast. For more insights from Datel:
https://datel.info/insights