Most companies say they want to scale Customer Success.What they actually do is strip it of impact.In this Growth Pill, I call out the real reason scaled CS lags high touch by 5 to 10 retention points.Most teams still have no idea what their customers are trying to achieve.No goals. No progress tracking. No ability to tailor anything that moves the needle.The fix is straightforward:• Know the goal• Track it in product• Use AI to guide every customer individuallyIf CS is going to scale without bleeding retention, this is how we need to do it.

I used to believe success came from getting others to change — their mindset, their behaviour, their way of working.

But here’s the truth: you can’t change anyone. You can only change yourself.

How you show up.

How you communicate.

How you collaborate.

In this Growth Pill, I share why the quickest path to better results starts with changing you.

When customers need help, they’re not opening your help centre or watching your tutorials.

They’re asking ChatGPT.

And if your content isn’t AI Engine Optimised (AEO), AI won’t find it, or worse, it’ll make things up.

In this Growth Pill, I share how to make your content ready for the AI era so AI can find, understand, and trust it.

Because the new front line of customer education isn’t your team, it’s AI.

🎧 Learn how to make sure it teaches customers your story, not someone else’s.

Let's cut through the noise about AI “replacing” Customer Success.

The truth? AI will make CS teams more valuable than ever.

Here’s why: CS owns the value realisation journey, guides customers through complex change, and in a world where pricing is tied to usage, CS becomes the heartbeat of revenue.

If anything, the rise of AI is forcing CS to evolve from support to strategy, and that’s exactly where it belongs.

Too many CS leaders confuse measuring impact with tracking execution.

In this Growth Pill, Daphne breaks down why the two are completely different and why mastering both is the key to running a high-performing CS organisation.

You’ll learn:
💡 How to connect CS work directly to company outcomes (think GRR, NRR, and customer value delivered)📊 What “tracking execution” really means and how top CS teams do it🔥 Why activity metrics aren’t vanity metrics when tied to impact

Because great CS teams don’t just work hard, they know exactly which work drives results.

Increasing retention by 5% can improve your profits by 95%.

So getting your CS engine working is the key to durable growth. Learn 5 ways to do just that here.

And sign up to the newsletter here -> https://thisisgrowth.media/newsletter

If your “growth strategy” is just pushing CSMs to sell, you don’t have a growth strategy. You have a churn problem waiting to happen.

In this clip, I break down why giving CSMs quotas and tying them to expansions backfires, and what GTM and CS leaders should do instead:
⭐ Protect the value layer⭐ Sequence value before growth⭐ Instrument value measurement

Customer growth isn’t about forcing CSMs to sell more. It’s about delivering so much value that upsell becomes the natural next step.

In this episode, learn how to turn “value realisation” from a buzzword into a repeatable system that drives retention and growth.

Join Daphne Costa Lopes as she sits down with Natalia, a seasoned Customer Success leader with 15 years of experience across SaaS, consulting, and enterprise transformation, to explore how companies can prove ROI and deliver outcomes that truly matter to customers.

You’ll hear how Natalia defines value in the eyes of the customer, the frameworks she uses to surface ROI, and how she aligns Sales and CS to avoid the classic trap of over-promising and under-delivering. She also shares practical ways CSMs can capture insights, document customer stories, and turn them into measurable business outcomes that finance leaders and executives care about.

Whether you’re building your first value framework, trying to fix the disconnect between Sales and CS, or leading a team through tougher renewal conversations, this episode is packed with actionable insights and bold strategies.

Tune in to discover how to move from adoption to impact and make customer value your most powerful growth engine.

In this episode, learn how to align Customer Success and Product to drive impact at scale.
Join Daphne Costa Lopes as she sits down with Jon Dick, SVP of Customer Success at HubSpot, to explore how a business with over 250,000 customers builds systems, vision, and teams that scale without losing sight of the customer.

You'll hear how Jon thinks about segmenting strategy across HubSpot’s diverse customer base, the frameworks he uses to connect CS and Product teams, and how AI is reshaping the way Customer Success delivers value. He also shares why strong opinions and clear conviction are essential to leading in a fast-growing environment.

Whether you're building alignment across teams, navigating growth, or exploring how AI can power CS, this episode is packed with actionable insights and bold thinking.

Tune in to discover what it takes to scale Customer Success with intention and impact.

Links:

Jon's LinkedIn

RetentionOS Course Waitlist

Unconventional Growth Newsletter

Ever wondered how companies effectively integrate customer feedback into products? I chat with Brian and Max, founders of Twine, an AI-driven platform that connects go-to-market and product teams.

We discuss turning insights into actions, the power of nonverbal communication, intriguing 'customer love' reports, and why fostering a customer-centric culture is crucial for success.