Revital Guetta has spent more than 22 years in post-sale, customer-facing organisations, from support through to Chief Customer Officer. She now advises companies on CS strategy and growth as an independent consultant.

In this conversation, Mike and Revital go deep on what genuinely great Customer Success looks like when it is built as a revenue function rather than a support function, how the function has evolved from GRR to NRR accountability, and what the best CSMs do that no AI model can replicate.

What is covered:

• How CS evolved from reactive support to active revenue contributor, and what that means for hiring
• Why the CSM skill set is not a single profile, and how hiring strategy has to match the product and the customer
• The commercial cost of treating CS as a support function, and what it takes to shift leadership thinking
• Overselling as one of the most predictive indicators of churn, and how to catch it before it damages the relationship
• What AI genuinely adds to a CS operation, and what it cannot replace
• Why cutting CS headcount in exchange for AI tools is the wrong calculation
• The handoff between sales and CS, and why embedding a CSM in the late stages of an enterprise deal matters
• The pandemic licensing decision that cost nothing and returned revenue

About Revital Guetta

Revital Guetta is a Customer Success and Growth Advisor based in Israel, with over 22 years of experience in post-sale, customer-facing roles spanning support, CS, customer marketing, customer education, and CCO-level commercial leadership. She has worked across SMB and enterprise, in both early-stage and scaling businesses. She now works independently, advising organisations on CS strategy, growth, and the gap between commercial intent and operational execution.

Links

• YouTube Channel: https://www.youtube.com/@TheOutsideSeat
• Spotify Channel: https://open.spotify.com/show/033ujY7VMYJiHa40HlycUb?si=dcc0e644f79f4f77
• TikTok: https://www.tiktok.com/@theoutsideseat
• Revital’s website: www.revitalguetta.com

The Outside Seat is a B2B revenue leadership podcast hosted by Mike Tumalty. New episodes every week.

Episode 7 is supported by Flourish, an early-career B2B sales recruitment and training business. If you are hiring sales talent, look at what they do: https://info.helloflourish.com/hire-a-sales-exec/

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