This is Growth!

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....

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’...

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 divers...

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.

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...

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 Sa...

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...

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 e...

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 som...

What does it take to lead high-performing teams and drive meaningful business growth? In this episode, Lara shares her journey of building a $50M pipeline and achieving 93% customer retention through human-first leadership. Learn how aligning teams, focusing on value realization, and leveraging storytelling can transform customer success from a cost center to a revenue driver. Perfect for leaders...

In this episode, Daphne Costa Lopes talks with Kirsten DiChiappari, VP of Customer Success at VCom Solutions, to explore how CRM and AI can transform the way you serve and retain long-tail customers. Kirsten shares her journey from HR to CS leadership and dives into the tools and segmentation methods that have driven stellar retention rates at scale. What we’ll cover: Retention Reimagined: How to...

Join us as I discuss with Shachar Avrahami VP Product & Strategy @EverAfter how to navigate the challenges of curating and delivering the right content to customers so they can take action without overwhelming them. Shachar https://www.linkedin.com/in/shacharavrahami/

Unlock the secrets to driving customer success with HubSpot’s latest innovations! In this episode of This is Growth , we dive deep with Paul Weston, GM of Service Hub at HubSpot, to explore the new Customer Success Workspace and the game-changing Health Score feature. Learn how these tools can help you boost customer retention, streamline your CRM, and enhance overall customer experience. Perfect...

In this episode, 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 t...

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!...

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:...

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 cu...

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...

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 usi...

In this inaugural episode of the Customer Success Masterclass, we dive deep into the critical topic of defining and measuring customer outcomes. Join Daphne Costa Lopes, as she unpacks why internal metrics alone aren’t enough to gauge true customer success and how to shift towards a more customer-centric approach. Here’s what we’ll cover: • Internal vs. Customer-Centric Metrics : Understand the li...

Build a Scalable, Proactive, and Revenue-Generating Team. Welcome to the Customer Success Masterclass, a 5-episode series designed to help you create a scalable, proactive, and revenue-generating customer success team. In this series, we’ll explore five key topics with industry experts: 1. Defining and Measuring Customer Value : Learn how to achieve measurable outcomes in your business. 2. Deliver...

This episode is here to help CS folks understand how product organisations work and how to collaborate for optimal results. We dive deep into the intersection of product and CS to help you: 🚀 Learn how product roadmaps work 🚀 Better champion your customers with Product Managers 🚀 Handle tough conversations on unmet feature requests 🚀 Get advice on transitioning from CS to Product roles. Join m...

In the world of Customer Success Management, delivering impactful Enterprise Business Review (EBR) presentations is often a time-consuming and labour-intensive task. But what if we told you that it's possible to revolutionize this process by completely automating the creation of the decks? In this episode, we dive deep into the realm of EBR automation with not one but two seasoned experts who...

What does Customer Success look like in a company that uses a product-led growth strategy? So many people seem to think that you're either product-led or human-led. But the reality is that most businesses land somewhere in the middle. Ryan Seams, Senior Director of Customer Success and Services at Mixpanel is here to help us understand how a CS team works when a business is largely product-led...

From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale. That's why it's important for us to talk about these challenges openly! In our very first solo episode, your host Daphne Lopes, tackles 3 burning questions about scaling Customer Success. Is scaled Customer Success right for your business? W...