This is Growth!

Daphne Lopes
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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.

  1. Customer Value is The Only Moat Left, Here's How You Deliver it with Natalia Piaggio

    28 DE AGO.

    Customer Value is The Only Moat Left, Here's How You Deliver it with Natalia Piaggio

    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.

    1h
  2. Scaling a $3bn Customer Success Engine with Jon Dick, SVP of Customer Success at HubSpot

    22 DE MAI.

    Scaling a $3bn Customer Success Engine with Jon Dick, SVP of Customer Success at HubSpot

    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

    37min
  3. Transforming Customer Feedback: 15x more insights to drive better adoption and retention.

    11 DE ABR.

    Transforming Customer Feedback: 15x more insights to drive better adoption and retention.

    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.

    46min
  4. Scaling Customer Success With Gemma Cipriani-Espineira, RVP of Customer Success for Twilio

    13 DE MAR.

    Scaling Customer Success With Gemma Cipriani-Espineira, RVP of Customer Success for Twilio

    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!

    59min
  5. How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 3)

    23 DE JAN.

    How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 3)

    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!

    32min
  6. How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 2)

    16 DE JAN.

    How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 2)

    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!

    37min
  7. How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 1)

    9 DE JAN.

    How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 1)

    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: 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!

    58min
  8. 6x Engagement, 29% Faster Deals: The Art of Strategic Gifting with Kris Rudeegraap (founder of Sendoso)

    19/12/2024

    6x Engagement, 29% Faster Deals: The Art of Strategic Gifting with Kris Rudeegraap (founder of Sendoso)

    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! 🎄✨

    32min
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Sobre

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.

Informações

  • Criado por
    Daphne Lopes
  • Anos de atividade
    2022 - 2025
  • Episódios
    40
  • Classificação
    Livre
  • Copyright
    © Daphne Lopes
  • Site do podcast
    This is Growth!

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