This is Growth!

In this episode, learn why charging for services, not giving them away, is how customers actually see value, and how this bold bet cut costs by 70% (without reducing headcount).Join Daphne Costa Lopes as she sits down with Jim Richmond, CCO of Smartling, to unpack 15 years of scaling Customer Success.Jim shares why picking one trusted AI partner and going all in beats spreading bets thin, why charging for services can deepen a customer's sense of value, and how his team cut cost to serve by 70%. He also gets back to first principles: understanding why people buy, using AI to connect data into one full picture of the customer, and helping your team find purpose as you scale.Whether you're rethinking how CS delivers value, betting on an AI partner, or building a team for growth, this episode is packed with practical thinking.Tune in to learn what it takes to deliver real value at scale, without giving it away.

Most B2B companies treat customers as an audience. The best ones treat them as a growth channel.In this episode, I'm joined by Gal Biran, Founder & CEO of Base to unpack what it looks like when customers become your most powerful GTM lever, helping you market, sell, and onboard at scale.We go deep on:Why the walls between CS, sales, and marketing are collapsing, and what fills the gap.How Base's acquisition of Everafter shaped their vision for AI-powered customer programs.Why your customers are your most underutilised influencers, and how to activate them.What "scaled intimacy" actually means in the age of AI agentsIf you run a CS team, lead revenue, or are thinking about how AI reshapes the customer relationship, this one is worth your full attention.

In this episode, learn how to turn “value realisation” from a buzzword into a repeatable system that drives retention and growth.Join Daphne Costa Lopes as she sits down with Natalia, a seasoned Customer Success leader with 15 years of experience across SaaS, consulting, and enterprise transformation, to explore how companies can prove ROI and deliver outcomes that truly matter to customers.You’ll hear how Natalia defines value in the eyes of the customer, the frameworks she uses to surface ROI, and how she aligns Sales and CS to avoid the classic trap of over-promising and under-delivering. She also shares practical ways CSMs can capture insights, document customer stories, and turn them into measurable business outcomes that finance leaders and executives care about.Whether you’re building your first value framework, trying to fix the disconnect between Sales and CS, or leading a team through tougher renewal conversations, this episode is packed with actionable insights and bold strategies.Tune in to discover how to move from adoption to impact and make customer value your most powerful growth engine.

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!