28 episodes

In this podcast, we help you build and scale your SaaS business using customer-led growth strategies. Here you're going to learn how to transform Customer Success into the second growth engine of your business.

We talk to the experts and the do-leaders. And they share their secrets to help you unlock the next level of performance of your Customer Success team while focusing on the most important aspect of CS: delivering customer outcomes.

This is Growth‪!‬ Daphne Lopes

    • Business

In this podcast, we help you build and scale your SaaS business using customer-led growth strategies. Here you're going to learn how to transform Customer Success into the second growth engine of your business.

We talk to the experts and the do-leaders. And they share their secrets to help you unlock the next level of performance of your Customer Success team while focusing on the most important aspect of CS: delivering customer outcomes.

    Reduce Churn by 95% Within Six Months with Elad Donsky, CEO of Mayple

    Reduce Churn by 95% Within Six Months with Elad Donsky, CEO of Mayple

    In this episode of the Customer Success Masterclass, discover how you can revolutionize customer retention in your long tail.



    Join Daphne Costa Lopes as she explores Mayple, an innovative solution to onboard and retain your SMB or low-paying customers at scale.



    Our special guest is Elad Donsky, CEO of Mayple. In this episode, you'll hear about his journey from startup founder to a Salesforce acquisition, and learn how to tap into the gold mine of your long-tail customer base for world-class retention.



    What we’ll cover:

    • Busting Retention Myths: Why you SHOULD put human resources behind small customers.

    • The Uber of CS: How Mayple provides High-Touch, Pay-Per-Use Industry Expertise for Long-tail Customers.

    • Real Results: How Mailchimp Reduced Churn by 95% Within Six Months using Mayple.



    Tune in for game-changing insights and strategies!

    • 48 min
    CS MasterClass [Bonus Episode]: Mastering a Revenue Generating CSM Role

    CS MasterClass [Bonus Episode]: Mastering a Revenue Generating CSM Role

    In this bonus episode of the Customer Success Masterclass, we talk about Revenue Generating Customer Success, but from the lens of the CSM.



    Your host Daphne Costa Lopes is joined by Diana de Jesus, CEO & Founder of The Customer Success Project in a conversation exploring how you can understand the business, develop the skills to become a top-performing CSM and ace your revenue-generating role!



    Tune in to gain actionable tips and strategies that will elevate your customer success game and help you create an incredible career.

    • 41 min
    CS MasterClass #5: Creating a Revenue Generating Customer Success Team

    CS MasterClass #5: Creating a Revenue Generating Customer Success Team

    In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team.



    Join Daphne Costa Lopes as she explores how your Customer Success team can capture value from customers and generate revenue for your business, transforming it into a revenue-generating powerhouse.



    Here’s what we’ll cover:

    • What Value the CS Team Creates for the Business: Understand the essential contributions of your Customer Success team and how they drive overall business success to better communicate to leadership and cross-functional partners.

    • How to Finish the Swing in Customer Success by Generating Revenue: Learn actionable strategies to transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable.



    The expert interview of the week is Kelly Capote, the Chief Customer Officer at Gainsight. Kelly shares her insights on the gold mine that is your customer base, discussing how to leverage customer insights and collaborate with other teams to seize this revenue-generating opportunity.



    Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you drive meaningful results.!

    • 52 min
    CS MasterClass #4: How To Communicate The Value You Deliver

    CS MasterClass #4: How To Communicate The Value You Deliver

    In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of Communicating The Value Your Product Delivers to Customers.



    Join Daphne Costa Lopes as she delves into the pivotal role of the Customer Success Team in effectively conveying the value of your product to your customers.



    Here’s what we’ll cover:


    What Customers Care About: Understand the core needs and desires of your customers to tailor your communication effectively.
    Who You Should Be Communicating Value To: Identify the key stakeholders and decision-makers in your customer’s organization to ensure your message reaches the right audience.
    At What Points in the Journey You Should Be Communicating Value: Learn the critical touchpoints throughout the customer lifecycle where value communication can have the most impact.
    How You Can Scale Value Communication: Discover strategies to efficiently and consistently communicate value across your entire customer base.

    The expert interview of the week is with Jay Nathan, the Chief Customer Officer of Churnkey. Jay shares his expert insights on addressing some of the burning questions surrounding value communication, ensuring your message resonates with your customers.



    Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you communicate the meaningful results you're driving.



    Don’t miss this episode to master the art of value communication in customer success!

    • 46 min
    CS MasterClass #3: Proactively Monitor Risk and Growth Signs

    CS MasterClass #3: Proactively Monitor Risk and Growth Signs

    In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of proactively monitoring risk and growth signs in your customer base.



    Join Daphne Costa Lopes, as she explores the strategies and technologies that can help customer success teams stay ahead of potential churn and identify growth opportunities.



    Here’s what we’ll cover:

    • Navigating the Information Overload: Understand how the vast volume of data—product usage, customer engagements, and external factors—affects the assessment of customer risk and growth potential.

    • The Challenge for CSMs: Discover why expecting Customer Success Managers (CSMs) to manually monitor and forecast customer behavior is unrealistic and inefficient.

    • Integrating Predictive Models: Learn how the best predictive models are embedded directly into the CSMs’ workspace, enabling timely and effective action.

    • Automating Interventions: Explore how automation can streamline the next steps, with not all interventions requiring human involvement, thus increasing efficiency and effectiveness.



    The expert interview of the week is Easton Taylor, he is the SVP of Customer Success at Gainsight.



    Tune in to gain insights on leveraging modern technologies and models to proactively manage customer success. Don’t miss this episode to enhance your ability to predict and respond to customer needs effectively!



    Resources:

    Build An Alert System To Shift From Reactive To Proactive With Little To No Investment

    • 59 min
    CS MasterClass #2: Delivering Measurable Value to Customers

    CS MasterClass #2: Delivering Measurable Value to Customers

    In Episode 2 of the Customer Success Masterclass, we explore how to create a repeatable process to deliver measurable value to your customers.

    Hosted by Daphne Costa Lopes, this episode delves into the intricacies of crafting effective customer journeys that guide customers to value realization.

    Here’s what we’ll cover:


    Customer Journeys as Value Maps: Learn how to reverse engineer success by using customer journeys as the blueprint for value realization.
    The 7-Step Customer Value Realisation Journey: Discover the best solution I’ve found— a streamlined, seven-step journey that ensures consistent and measurable value delivery to customers.
    Common Pitfalls in Customer Journeys: Identify and avoid the typical mistakes companies make.



    The expert interview of the week is with Tori Jeffcoat, the Head of Customer Success and AI Strategy at Gainsight.



    Join us to gain practical insights and actionable strategies for enhancing your customer success efforts. Don’t miss this episode to transform how your organization delivers value and achieves customer satisfaction!



    Resources:

    A 7-Stage Customer Journey To Drive Success Proactively

    Do We Really Need Customer Journey Maps?

    • 52 min

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