In this episode of Spotlight, host Elizabeth Italiano welcomes Julie Persofsky, Founder of Achieve Exponential Growth, to explore strategies for scaling Customer Success and driving revenue growth.

With over 20 years of Go-To-Market expertise, Julie shares actionable insights on:

• When and how to hire your first CSM.
• Identifying the customer’s “aha moment” to boost adoption.
• Balancing cost-to-serve with retention and growth through effective segmentation.
• Redefining roles to eliminate bottlenecks and enhance team satisfaction.
• Building cross-department collaboration for seamless customer experiences.

Julie also discusses her proven methods for diagnosing bottlenecks, prioritizing impactful changes, and leveraging resources to scale effectively.

Don’t miss her tips and insights from her latest course, Achieve Exponential Growth.

Join here: https://juliepersofsky.com/

(use the CSINFOCUS code to get 20% off until Jan 15, 2025)

Tune in to learn how to elevate your Customer Success strategy and unlock exponential growth!

In this episode, host Emma Lo sits down with Dillon Young, founder of Lifetime Value Media and Customer Value Labs, to dive into the trends shaping CS today.

Dillon shares insights on:

• The rise of AI and Digital CS
• Navigating the job market in a changing economy
• The critical role of value delivery in Customer Success
• Balancing mental health and career growth in a demanding industry

With his experience as the host of a daily CS podcast and leader in GTM-focused content creation, Dillon offers a fresh perspective on the future of Customer Success and the skills professionals need to thrive.

Tune in for actionable insights, candid conversations, and a roadmap to success in today’s CS landscape.

Follow Dillon for more

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

Sign up for his newsletter:

https://thesegment.lifetimevaluemedia.com/subscribe?ref=qmloC3sj84

In this episode, host Emma Lo chats with Holly Goodliffe, a Digital Customer Success expert who’s built Digital CS functions at Adobe and other top SaaS companies.

Holly breaks down the essentials of launching a successful Digital CS program, including:

• How to Get Started: The first steps to building a scalable Digital CS function.
• The ONE Metric That Matters: Why active usage should be your North Star.
• Collaboration Across Teams: Aligning marketing, product, and CS for customer impact.
• Blending Digital & Human Touch: Scaling effectively while keeping the customer experience personal.

Key Insight: Start with why. Holly explains why clarifying your business goals is critical to a successful Digital CS strategy.

If you're a SaaS leader, CS professional, or just curious about digital strategies for retention and growth, this episode is your go-to guide for actionable insights.

Connect with Holly Goodliffe

https://hollygoodliffe.com/

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