When Ryan Dalton joined Intiveo as Vice President Customer Experience Revenue, he made one thing clear: Customer Success would be a revenue-driving function.

In this episode, Angeline Gavino sits down with Ryan to discuss how he strategically transformed the existing CS team’s charter to include expansion ownership within one year. Ryan shares the deliberate steps he took to build a strong foundation for this shift, including:

• Developing playbooks, role plays, and enablement programs to instill confidence in his team.
• Structuring responsibilities to ensure CSMs could focus on expansion without being overburdened.
• Redefining Sales and CS roles to create clarity and collaboration.
• Designing a compensation structure that motivates and rewards CSMs for driving revenue.

He also dives into why CS leaders must strategically position Customer Success as a revenue driver in today’s SaaS landscape. He explains how this alignment changes the conversation at the board level, turning CS into a value-adding business unit rather than a cost center.

If you’re ready to elevate your CS team and take on revenue accountability, this episode is a must-listen.

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Until next time, keep driving success and speaking the language of revenue!