James Lawson, Chief Customer Officer at Service Genie and founder of the River Consultancy Group, shares his insights on the 'Customer Success Pivot Your Career' podcast.

• CS as a competency, not a department

• Concept of peak to end

• Focus more on direction vs impacts

• Use marketing in CS, both externally and internally

• CAT model for scaling startups

The discussion explores how James’ marketing experience helps him in CS both with his customers and to internally market CS.  Discussions also include CS as a competency, not a department and focus more on direction vs impacts.  Additional topics include the evolving role of AI in customer success, the importance of personalized customer journeys, and James also introduces the innovative CAT model for scaling startups without traditional sales teams, focusing on building efficient customer account teams.