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00:00 Introduction and Background
02:46 Shift in Mindset towards Revenue in Customer Success
05:18 The Role of Chief Customer Officers in Customer Success
07:38 The Future of Customer Success Leadership
09:07 Becoming a Top Voice in Customer Success
10:25 The Impact of Customer Success on Go-to-Market Operations
11:35 Customer Success as Part of the Revenue Engine
13:35 Challenges in Getting Buy-in for Revenue Ownership in Customer Success
14:51 The Importance of Data and Processes in Business Growth
19:18 The Impact of Customer-Led Growth on Business Expansion
22:30 The Role of Customer Success Managers as Trusted Advisors
25:11 Tying Revenue to Customer Success and Maintaining Trusted Advisor Status
28:16 The Role of CFOs in Buying Software and Building Trust
32:58 The Benefits of Fractional Leadership in Organizations
35:15 Challenges and Advice for Early-Stage Companies
39:16 What Venture Capital and Private Equity Investors Look for in Companies
41:49 Working with Account Executives and Implementing Change from the Ground Up
44:22 The Role of Fractional Leadership in Organizations
47:00 New Year's Resolutions and Language Learning
49:54 Defining ROI in Customer Success
50:23 The Aging Workforce in SaaS
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