Expand with Antti

CRMs were built to store data. AI agents are built to act on it. In this episode of Expand, Prem Parameswaran, CTO at Gainsight, explains what that shift means for Customer Success and why the companies winning with agents aren't waiting for perfect technology. We discuss: Why traditional SaaS created rigid, lossy systems and how AI breaks that. The infrastructure most CS teams are missing before they scale. How to know if your org is actually ready for agents. Why people and process beat technology every time. What CS will look like as a measurable, mechanized discipline. For CS leaders and founders who want to understand where the function is heading and how to get ahead of it.

Many companies believe the work is done once the deal is closed.From an investor’s perspective, that’s where the real work begins.In this episode of Expand, Rav Dhaliwal shares what he consistently sees SaaS companies get wrong after the sale — and what strong post-sale execution actually looks like.We discuss:The most common mistake companies make after closing a dealWhy CSAT and NPS can hide deeper problemsWhat investors look for in early-stage post-sale executionWhy revenue should be viewed as a continuous motionHow AI is changing churn prediction and onboardingA practical conversation for founders, CS leaders, and revenue operators thinking beyond “closed-won.”

Customer Success is often talked about as a growth lever.But in practice, it’s still treated like a service function.In this episode of Expand, Jay Nathan joins the conversation to unpack why that gap exists — and what actually needs to change for CS to become a true go-to-market function.We cover:Why many CS teams aren’t seen as GTM — and the mindset behind itThe difference between service-oriented CS and revenue-oriented CSThe three types of CSM roles emerging as companies scaleHow expansion signals are uncovered (or missed) inside real customer conversationsWhy “delight” doesn’t drive retention — and what does insteadHow community, product, and CS work together to drive long-term growthThis is a practical, honest discussion for CS leaders, RevOps teams, product leaders, and anyone responsible for growth after the sale.

This is a trailer for the upcoming limited series podcast.