Your GTM strategy may be bleeding revenue—and you don’t even know it.

In this Spotlight episode, host Emma Lo sits down with Sandy Yu, Founder of Revenue Retention Advisors, to unpack how post-sales teams can stop revenue leaks and fuel expansion.

Sandy draws on 20+ years at Oracle, Cisco, and PwC to share:

• The 3 biggest hidden cracks in B2B revenue engines

• Why onboarding and adoption make or break renewals

• How retention earns you the right to expand

• What CROs should do to align Sales, Marketing, and CS

• Why personalization is no longer optional in 2025

If you’re leading a CS team or sitting in the CRO seat, this conversation will challenge how you think about growth.

Learn more about Sandy’s workshops: https://bit.ly/SandyYu

Connect with Sandy on LinkedIn: https://www.linkedin.com/in/sandysyu/

What if your health score is lying to you?

In this episode of Spotlight by CS in Focus, we sit down with Vinova Deniz, Head of Customer Success at Wiza, to unpack what it really means to be proactive in CS:

from spotting quiet signals before they become churn screams to rethinking the way we run QBRs.

Vinova shares her battle-tested insights from messy startups to scaling with precision. We dive into:

✅ Why reactive CS is slow CS

✅ How to track delta changes, not static metrics

✅ The truth about champions (and how to multithread the right way)

✅ What a proactive business review should actually look like

✅ And how to stay curious—even when things get loud

Whether you’re a CS leader, RevOps strategist, or founder looking to future-proof your retention playbook, this episode will sharpen your radar.

Connect with Vinova on LinkedIn:

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

In this episode, host Emma Lo speaks with Chad Horenfeldt, VP of Customer Success at Siena AI and author of The Strategic Customer Success Manager.

Chad breaks down what it really means to be strategic in CS—and how to stop defaulting to reactive work.

We dive into the frameworks, mindset shifts, and leadership tactics that CSMs need to adopt to stay relevant and valuable in today’s fast-changing customer landscape.

Key topics covered:

• The 3C Framework: Company, Customer, Challenge—and how it anchors strategic engagement

• Why most QBRs fail and how to reframe them as Strategic Checkpoints

• How to earn executive trust and keep stakeholders showing up

• What it looks like to practice “radical customer candor”

• Why building cross-functional relationships matters as much as building customer ones

• The shift from delivering value to selling value

• How to communicate affirmations that stick and influence renewal

• Why AI won’t replace great CSMs—but it will force mediocre ones to level up

• Chad’s advice on extreme ownership and being the driver of your own career

This is not a “feel good” episode. It’s a call to raise your bar as a CSM—and be seen as a strategic advisor, not a support contact.

Mentioned in this episode:

• The Strategic Customer Success Manager by Chad Horenfeldt

• Dare to Lead by Brené Brown

• Atomic Habits by James Clear

• Readwise (daily reading and learning habit tool)

Connect with Chad

• StrategicCustomerSuccess.com

• LinkedIn: Chad Horenfeld

  
  

If you’re ready to uplevel your CS career and earn a seat at the table—this episode is required listening.