This is Growth!

In this series, we cut through the AI hype in Customer Success.

Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection of AI and CS beyond the buzzwords.

Our special guest Elias brings hands-on expertise in building and scaling AI solutions:

⚡️ Co-founded Drift (acquired by Salesloft for $1.2B)

⏫ Now building Agency, the AI Agent for B2B Customer Success

In this series, you'll discover how AI is genuinely transforming customer experience, and what it means for the future of Customer Success.

What we'll cover:

- Beyond the Hype: Real-world applications of AI in Customer Success that are making an impact today

- Experience Transformation: How AI is meaningfully enhancing customer experiences - with concrete examples

- Future Vision: What CS professionals need to know about their evolving role in an AI-powered world

Tune in for straight-talking insights from the frontlines of AI and CS!

In this episode, cut through the AI hype in Customer Success.

Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection of AI and CS beyond the buzzwords.

Our special guest Elias brings hands-on expertise in building and scaling AI solutions:

⚡️ Co-founded Drift (acquired by Salesloft for $1.2B)

⏫ Now building Agency, the AI Agent for B2B Customer Success

In this episode, you'll discover how AI is genuinely transforming customer experience, and what it means for the future of Customer Success.

What we'll cover:

Tune in for straight-talking insights from the frontlines of AI and CS!

In this festive episode, I sat down with Kris Rudeegraap to unwrap the magic of gifting in business. Spoiler alert: it’s not just a nice-to-have—it’s a must-have! 🎁

We dive into the transformative power of gifting and direct mail, answering key questions like:
✨ How do you seamlessly integrate moments of delight into the customer journey—without treating them as an afterthought?
🎉 What are some standout examples of how teams are using gifting to supercharge sales and create unforgettable post-sales experiences?
💡 What’s the ROI of gifting, and how can you make a compelling case to your CFO that it’s worth the investment?

With the holidays around the corner, this episode is packed with festive cheer and practical advice to help you close deals faster and build lasting relationships. Whether you’re in sales, marketing, or customer success, Kris shares incredible insights (and a few fun anecdotes!) that’ll have you rethinking the power of a well-timed gift.

Tune in, grab some eggnog, and get ready to level up your gifting game! 🎄✨

What does it take to lead high-performing teams and drive meaningful business growth?

In this episode, Lara shares her journey of building a $50M pipeline and achieving 93% customer retention through human-first leadership.

Learn how aligning teams, focusing on value realization, and leveraging storytelling can transform customer success from a cost center to a revenue driver.

Perfect for leaders looking to inspire their teams and deliver measurable results.

In this episode, Daphne Costa Lopes talks with Kirsten DiChiappari, VP of Customer Success at VCom Solutions, to explore how CRM and AI can transform the way you serve and retain long-tail customers. Kirsten shares her journey from HR to CS leadership and dives into the tools and segmentation methods that have driven stellar retention rates at scale.

What we’ll cover:

Tune in for powerful insights on scaling CS and transforming customer retention!

Join us as I discuss with Shachar Avrahami VP Product & Strategy @EverAfter how to navigate the challenges of curating and delivering the right content to customers so they can take action without overwhelming them.

Shachar

https://www.linkedin.com/in/shacharavrahami/

Unlock the secrets to driving customer success with HubSpot’s latest innovations! In this episode of This is Growth, we dive deep with Paul Weston, GM of Service Hub at HubSpot, to explore the new Customer Success Workspace and the game-changing Health Score feature. Learn how these tools can help you boost customer retention, streamline your CRM, and enhance overall customer experience.

Perfect for Customer Success Managers, Directors, and SaaS professionals looking to stay ahead of the curve. Tune in now to transform your approach to customer success!

This is Paul:

https://www.linkedin.com/in/pfweston/

In this episode, discover how you can revolutionize customer retention in your long tail.

Join Daphne Costa Lopes as she explores Mayple, an innovative solution to onboard and retain your SMB or low-paying customers at scale.

Our special guest is Elad Donsky, CEO of Mayple. In this episode, you'll hear about his journey from startup founder to a Salesforce acquisition, and learn how to tap into the gold mine of your long-tail customer base for world-class retention.

What we’ll cover:

• Busting Retention Myths: Why you SHOULD put human resources behind small customers.

• The Uber of CS: How Mayple provides High-Touch, Pay-Per-Use Industry Expertise for Long-tail Customers.

• Real Results: How Mailchimp Reduced Churn by 95% Within Six Months using Mayple.

Tune in for game-changing insights and strategies!

In this bonus episode of the Customer Success Masterclass, we talk about Revenue Generating Customer Success, but from the lens of the CSM.

Your host Daphne Costa Lopes is joined by Diana de Jesus, CEO & Founder of The Customer Success Project in a conversation exploring how you can understand the business, develop the skills to become a top-performing CSM and ace your revenue-generating role!

Tune in to gain actionable tips and strategies that will elevate your customer success game and help you create an incredible career.

In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team.

Join Daphne Costa Lopes as she explores how your Customer Success team can capture value from customers and generate revenue for your business, transforming it into a revenue-generating powerhouse.

Here’s what we’ll cover:

• What Value the CS Team Creates for the Business: Understand the essential contributions of your Customer Success team and how they drive overall business success to better communicate to leadership and cross-functional partners.

• How to Finish the Swing in Customer Success by Generating Revenue: Learn actionable strategies to transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable.

The expert interview of the week is Kelly Capote, the Chief Customer Officer at Gainsight. Kelly shares her insights on the gold mine that is your customer base, discussing how to leverage customer insights and collaborate with other teams to seize this revenue-generating opportunity.

Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you drive meaningful results.!