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 LinkedIn

RetentionOS Course Waitlist

Unconventional 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:

Tune in for straight-talking insights from the frontlines of AI and CS!

In this festive episode, I sat down with Kris Rudeegraap to unwrap the magic of gifting in business. Spoiler alert: it’s not just a nice-to-have—it’s a must-have! 🎁

We dive into the transformative power of gifting and direct mail, answering key questions like:
✨ How do you seamlessly integrate moments of delight into the customer journey—without treating them as an afterthought?
🎉 What are some standout examples of how teams are using gifting to supercharge sales and create unforgettable post-sales experiences?
💡 What’s the ROI of gifting, and how can you make a compelling case to your CFO that it’s worth the investment?

With the holidays around the corner, this episode is packed with festive cheer and practical advice to help you close deals faster and build lasting relationships. Whether you’re in sales, marketing, or customer success, Kris shares incredible insights (and a few fun anecdotes!) that’ll have you rethinking the power of a well-timed gift.

Tune in, grab some eggnog, and get ready to level up your gifting game! 🎄✨

What does it take to lead high-performing teams and drive meaningful business growth?

In this episode, Lara shares her journey of building a $50M pipeline and achieving 93% customer retention through human-first leadership.

Learn how aligning teams, focusing on value realization, and leveraging storytelling can transform customer success from a cost center to a revenue driver.

Perfect for leaders looking to inspire their teams and deliver measurable results.