Ted Ruscitti is Chief Customer Officer at Movemedical, a SaaS platform serving the medical device and healthcare supply chain industry. After 25 years leading customer success across HR, pharma, hospitality and now medical devices, Ted has landed somewhere unusual: 20 accounts, each worth millions, where the job is almost unrecognisable from running CS for thousands of low-value customers.

In this episode, Mike Tumalty and Ted talk about what changes when every account is a board-level conversation, how Movemedical's FIM (Field Inventory Management) assessment quantifies a client's ROI before the contract is even signed, and why Ted believes the people who are best at fighting fires are often the same people lighting them.

What's covered:

• The difference between managing 20 high-value accounts and 2,000 lower-value ones
• The FIM assessment: quantifying ROI before the sale closes
• Why a single customer health score hides more than it reveals
• The five components of a genuinely useful health score
• Why "land and expand sells itself" is a myth
• What changes when you scale customer success internationally
• Why the goal of good CS is to be boring

Guest bio:

Ted Ruscitti is Chief Customer Officer at Movemedical, where he leads customer success for the company's enterprise medical device and healthcare supply chain clients. He brings over 25 years of experience building and scaling customer success and support organisations across multiple industries, including HR technology, pharmaceutical clinical trials, hospitality, and enterprise SaaS.

Links

YouTube Channel: https://www.youtube.com/@TheOutsideSeat
Spotify Channel: https://open.spotify.com/show/033ujY7VMYJiHa40HlycUb?si=dcc0e644f79f4f77
TikTok: https://www.tiktok.com/@theoutsideseat
Ted's Linkedin: https://www.linkedin.com/in/tedrus/

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

Episode 8 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/

InsideNow: GTM diagnostics and commercial due diligence for B2B SaaS. insidenow.io

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/

InsideNow: GTM diagnostics and commercial due diligence for B2B SaaS. insidenow.io

Andy Bailer started as employee number 1,200 at ServiceNow in 2012, just after the IPO. He spent 11 years inside the business, 44 or 45 quarters, as Mike points out, moving through BDR, BDR management, partners and alliances, inside sales, and solution sales before leaving for CDW and eventually Atlassian. He is now Director of Strategic Accounts at Tanium, covering enterprise cybersecurity in the Northeast US.

This conversation covers the full arc: what a decade-plus inside one of the world's fastest-growing enterprise software companies actually teaches you, why the BDR skillset never leaves the best sellers even when they are running seven-figure accounts, and what enterprise buyers in cybersecurity are actually thinking when they go quiet on you.

What's covered:

• Why staying at one company through three distinct growth phases gives you something job-hopping cannot
• The hardest career transition Andy made — and why it was IC to manager, not any of the others
• What strategic account management actually means at Tanium versus what the title implies
• How CISOs buy: not on fear, but on trust and proof
• Why silence from a buyer is not progress — and what to do about it
• Multi-threading as a discipline, not a tactic
• The BDR habit Andy still uses every Monday morning, 12 years on
• Pipeline coverage as a vanity metric: why 3X unqualified beats 1.5X quality every time (it does not)
• The Challenger Sale, the Enneagram, and what Andy learned about his own selling style

About Andy Bailer:

Andy Bailer is Director of Strategic Accounts at Tanium, where he covers enterprise cybersecurity accounts across the Northeast US. He spent 11 years at ServiceNow across BDR, management, partners and alliances, inside sales, and solution sales roles, before positions at CDW and Atlassian. He is based in the US.

Links:
The Outside Seat website: theoutsideseat.com
InsideNow: insidenow.io
Andy Bailer on LinkedIn: https://www.linkedin.com/in/andrewbailer/

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

Episode 6 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/

InsideNow: GTM diagnostics and commercial due diligence for B2B SaaS. insidenow.io