This is Growth!

In this episode, learn what Customer Success looks like inside one of the fastest-moving AI-native companies, and why most CS teams are still running a playbook that no longer fits.Join Daphne Costa Lopes as she sits down with Monica Perez, Head of Customer Success at Lovable, to unpack how AI is rewriting the way CS teams work, get measured and deliver value.Monica shares what being AI-native actually means for a customer success team, why the old usage metrics often miss the value customers really care about, and how to measure the outcomes they actually pay for. They also cover how moving from seat-based to outcome-based pricing affects how CS teams work.Whether you lead a GTM team or run a business that depends on customer results, this episode is packed with practical thinking.Tune in to learn how to build customer success for the AI era, before the old playbook runs out.

In this episode, learn why charging for services, not giving them away, is how customers actually see value, and how this bold bet cut costs by 70% (without reducing headcount).Join Daphne Costa Lopes as she sits down with Jim Richmond, CCO of Smartling, to unpack 15 years of scaling Customer Success.Jim shares why picking one trusted AI partner and going all in beats spreading bets thin, why charging for services can deepen a customer's sense of value, and how his team cut cost to serve by 70%. He also gets back to first principles: understanding why people buy, using AI to connect data into one full picture of the customer, and helping your team find purpose as you scale.Whether you're rethinking how CS delivers value, betting on an AI partner, or building a team for growth, this episode is packed with practical thinking.Tune in to learn what it takes to deliver real value at scale, without giving it away.

Most B2B companies treat customers as an audience. The best ones treat them as a growth channel.In this episode, I'm joined by Gal Biran, Founder & CEO of Base to unpack what it looks like when customers become your most powerful GTM lever, helping you market, sell, and onboard at scale.We go deep on:Why the walls between CS, sales, and marketing are collapsing, and what fills the gap.How Base's acquisition of Everafter shaped their vision for AI-powered customer programs.Why your customers are your most underutilised influencers, and how to activate them.What "scaled intimacy" actually means in the age of AI agentsIf you run a CS team, lead revenue, or are thinking about how AI reshapes the customer relationship, this one is worth your full attention.

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 LinkedInRetentionOS Course WaitlistUnconventional 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.

In this episode, discover how you can delver customer outcomes and improve customer retention in your long tail.Join Daphne Costa Lopes as she explores how Gemma Cipriani-Espineira has built scalable CS teams at companies such as Chili Piper and Twilio. You'll hear about her journey from studying law to becoming a Customer Success Executive and founder of an angel investment fund. In this episode you'll learn concepts, frameworks, processes and metrics that can help you to tap into the gold mine of your long-tail customer base for world-class retention.Tune in for game-changing insights and strategies!

How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 3) 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 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: 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!