The Customer Success Leadership Podcast

When Ryan Dalton joined Intiveo as Vice President Customer Experience Revenue, he made one thing clear: Customer Success would be a revenue-driving function.

In this episode, Angeline Gavino sits down with Ryan to discuss how he strategically transformed the existing CS team’s charter to include expansion ownership within one year. Ryan shares the deliberate steps he took to build a strong foundation for this shift, including:

• Developing playbooks, role plays, and enablement programs to instill confidence in his team.
• Structuring responsibilities to ensure CSMs could focus on expansion without being overburdened.
• Redefining Sales and CS roles to create clarity and collaboration.
• Designing a compensation structure that motivates and rewards CSMs for driving revenue.

He also dives into why CS leaders must strategically position Customer Success as a revenue driver in today’s SaaS landscape. He explains how this alignment changes the conversation at the board level, turning CS into a value-adding business unit rather than a cost center.

If you’re ready to elevate your CS team and take on revenue accountability, this episode is a must-listen.

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

Angeline sits down with Ejieme Eromosele, a GTM leader at Quik and Founder of Success in Black, to explore the evolving world of compensation in revenue-driven Customer Success. Ejieme shares her unique journey into CS, her commitment to diversity, equity, and inclusion and her mission to empower CS teams to make a significant revenue impact.

Key Topics:

• Structuring compensation to align with retention and growth goals.
• Balancing incentives to drive the right behaviors in CS teams.
• Identifying the key metrics that should influence compensation plans.

Resources:

• 3 questions to ask when building a CSM comp structure
• Ejieme's website

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

Angeline Gavino sits down with Pieter Boon, Co-founder of ImpactPilot, to delve into the transformative concept of impact drivers and their role in revenue growth for Customer Success teams. They explore practical strategies to connect CS activities to measurable outcomes like retention and expansion.

Key Topics:

• What are impact drivers and why are they critical for CS teams?
• How to identify the most relevant impact drivers for your customers.
• How do impact drivers differ from customer health scores?
• Turning impact drivers into actionable plans that influence revenue outcomes.
• Leveraging impact drivers for customer segmentation and prioritization.
• Real-world examples of impact drivers boosting retention and expansion.

Resources:

1. Impact Driver Library
2. Tracking Sheet
3. Short Demo of ImpactPilot
4. Workshop Slides

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

Angeline Gavino sits down with Dan Ennis to explore how Digital Customer Success can be a powerful revenue driver. Dan shares his expertise on building a scalable Digital CS strategy, emphasizing the importance of aligning customer success efforts with business objectives. They discuss the foundational pillars of digital CS—data, customer journey mapping, automation, and content—and how these elements work together to create proactive engagement and identify revenue opportunities.

From cross-functional alignment to leveraging data and automation, Dan explains how to set up Digital CS models that support growth while delivering value to customers. Tune in for actionable insights on transforming Digital CS from a support function into a strategic revenue generator.

Key Topics:

• The foundational elements of a revenue-driven Digital CS strategy
• Leveraging data and automation for proactive customer engagement
• Cross-functional alignment between CS, marketing, and product for impactful results
• Building scalable CS models for consistent revenue growth
• Using customer journey mapping to identify upsell and expansion opportunities

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

Episode Guest: Eleni Vorvis, Customer Success Coach, Advisor & Consultant
LinkedIn Profile

In this episode of CS RevSpeak, Angeline speaks with Eleni Vorvis, Customer Success Coach, Advisor & Consultant, to explore the evolving role of Customer Success and its transition towards owning revenue. Eleni shares her insights on how CS leaders can develop the right mindset and leverage their existing skills to make this shift less daunting. She discusses why it’s crucial for CS teams to embrace sales-oriented responsibilities, and how organizations can support this transition with the right frameworks, training, and cross-functional collaboration. If you’re a CS leader navigating this change, Eleni provides practical advice on adapting to a revenue-focused model without losing sight of customer-centricity.

Key Topics:

• Preparing CS leaders for the transition to revenue accountability
• Embracing sales skills as a natural part of customer success
• Leveraging existing skills and frameworks to ease the transition
• The importance of cross-functional alignment and ongoing enablement

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

EPISODE GUEST: Ramses Bossuyt, Co-Founder of House of Retention
LinkedIn Profile

In this episode of CS RevSpeak, Angeline speaks with Ramses Bossuyt, Co-Founder of House of Retention, about the realities of leading a revenue-driven Customer Success team and the importance of adapting to the evolving expectations of CS leadership. Ramses shares his experience on how CS leaders can successfully transition their teams to hold revenue accountability and the impact this shift has on cross-functional collaboration. He discusses how to maintain customer-centricity while focusing on revenue targets and why it’s essential for CS to align with Sales and Marketing to achieve consistent growth. Ramses also explores the challenges and solutions involved in balancing revenue goals with long-term customer relationships.

Key Topics:

• Transitioning CS teams to own revenue responsibilities
• Balancing customer-centricity with revenue accountability
• Building alignment between CS, Sales, and Marketing for sustained growth
• Adapting CS strategies to meet evolving business expectations

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

Episode Guest: Bob Mathers, Revenue Coach & Consultant
LinkedIn Profile

In this episode of CS RevSpeak, Angeline sits down with Bob Mathers, a seasoned revenue coach and consultant, to dive deep into the challenges of leading a revenue-centric Customer Success team. Bob shares his thoughts on why customer success leaders often bear the brunt of retention failures, even as other departments continue to hit their targets. He also discusses the need for cross-functional alignment, the importance of making customer success everyone’s responsibility, and how to build collaborative relationships across departments like sales, marketing, and product to drive revenue growth. If you're looking for practical advice on how to drive cross-functional collaboration, this episode is packed with actionable insights to help you tackle the toughest challenges.

Key Topics:

• Rallying the company towards customer centricity and revenue accountability
• The role the Product, Sales, and Marketing teams play in retention and growth
• Aligning compensation structures to support cross-functional collaboration and revenue accountability
• Breaking down silos between departments to create a unified approach to customer success and revenue generation

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

Episode Guest: Guy Galon, CS Executive Advisor
LinkedIn Profile  | The CSCycle

In this episode of CS RevSpeak, Angeline welcomes Guy Galon, Customer Success Executive Advisor and Founder of CSCycle, to discuss the increasingly prominent role of revenue in Customer Success. Guy shares his perspective on the delicate balance between driving revenue and maintaining the trusted advisor status that CS teams are known for. Together, they explore the challenges of transitioning a CS team to carry a revenue quota, the importance of aligning with sales teams, and how to develop the right skill sets for success. Guy offers practical advice on how to enable CS teams to contribute to revenue growth without compromising customer relationships, including the key steps CS leaders should take to prepare their teams for this shift. Tune in to gain valuable insights on making your CS team a powerful driver of both customer satisfaction and revenue.

Key Topics:

• Balancing revenue goals with maintaining strong customer relationships
• Strategies for transitioning CS teams to a quota-carrying model
• Aligning Customer Success with Sales for unified revenue goals
• Developing the necessary skills and mindset for revenue-driven CS teams

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

Episode Guest: Rav Dhaliwal, Investor & Former CS Exec
LinkedIn Profile |  Rav's Blog
Link to Rav's article: The Opportunities for Customer Success

In the inaugural episode of CS RevSpeak, Angeline sits down with Rav Dhaliwal, a seasoned Customer Success executive turned investor, to explore the evolving role of Customer Success in revenue generation. Rav shares his insights on the critical difference between being accountable for a revenue number and being responsible for achieving it. They discuss the cultural shift required within organizations as CS teams transition into revenue-driving roles, the importance of aligning with sales and understanding the language of revenue, and practical strategies for CS leaders to showcase their impact on the bottom line. Tune in to learn how to navigate the challenges of holding a revenue number without compromising the trusted advisor role.

Key Topics:

• Accountability vs. Responsibility in CS revenue roles
• The importance of language and metrics in aligning with revenue goals
• Practical tips for CS leaders to drive revenue growth while maintaining customer trust
• Sales skills and processes that revenue-driven CS teams can leverage

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...

Welcome to CS RevSpeak! This podcast is for Customer Success leaders driving revenue growth. Join me, Angeline Gavino, as I dive deep into strategies, frameworks, and insights from top CS experts. Tune in for actionable tips that empower your CS team to succeed! 

Ways I Can Help You Level Up Customer Success:

1. Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
2. Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
3. 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
4. Team Enablement:  Two training programs for your CSMs. More details here.
   1. The Strategic CSM builds your team's strategic thinking and business acumen.
   2. The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin:  Get weekly insights, templates and real talk on CS leadership. ...