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What happens when you bring consumption-based customer success into a company?

In this episode of Unchurned, Jared Collins, Senior Director of Customer Success at Dell Technologies, shares how the Apex team is building a modern CS engine inside a $100B infrastructure giant.

Unlike SaaS companies that can deploy value instantly, Dell Apex operates in a world of physical logistics, supply chain constraints, and long hardware lead times. That means customer success isn’t just about adoption — it’s about anticipation.

Jared breaks down how his team connects data sources across the enterprise, builds trigger-based playbooks, partners deeply with sales, and prepares for an AI-driven future where customer signals surface before customers even recognize the need.

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Timestamps

0:00 - Preview & Introduction

1:25 - Meet Jared Collins & Overview of Dell Apex

3:55 - The operational reality of shipping infrastructure

5:52 - Why CS must anticipate months ahead (lead times + forecasting)

8:20 - Working inside a $100B company: complexity vs opportunity

9:53 - Enabling CSMs for success to build strategic relationships

11:20 - Becoming data strategists: Building health scores across multiple business units

13:15 - Data → Triggers → Playbooks: the operational CS framework

16:46 - AI in CS: why foundations matter more than hype

19:20 - What success looks like for Apex CS in the next 1–2 years

21:55 - What Jared loves about Dell

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What You’ll Learn

* Why hardware logistics fundamentally changes how CS operates

* How to build proactive CS using data triggers and standardized playbooks

* How to integrate CS inside a massive enterprise organization

* The difference between CapEx and consumption-based thinking

* Why AI only works if your data foundations are clean

* How to free CSMs to focus on strategic relationship-building

* What “good” looks like for CS inside infrastructure businesses

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Where to Find Jared Collins

LinkedIn: https://www.linkedin.com/in/jaredrcollins/

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Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/