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PODCAST

This is Growth!

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.

business management

All Episodes

00:02:58

Growth Pill: Journey Orchestration Sounds Great....

This is Growth! ·

2026/01/14

Customer journey orchestration is everywhere right now. Slides. Demos. Board decks. But most CS teams are trying to force customers through a neat journey that doesn’t exist.In this Growth Pill, I break down:Why rigid customer journeys fail in the real worldWhat “journey orchestration” actually means in practiceWhy AI is exciting, but also dangerous, without the right dataWhy you need both structured and unstructured dataAnd the one move CS leaders should make in 2026 if they want to move fastIf

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00:04:59

Growth Pill: The fastest way to calm an angry...

This is Growth! ·

2026/01/07

When a customer complains, most people rush to explain, defend, or panic. That’s how small issues turn into big frustrations and even churn.Here’s the framework I teach every customer-facing professional to turn these situations around: L.A.Y.E.R.- Listen (don’t interrupt)- Acknowledge (name the pain and the impact)- Explore (ask what “success” looks like)- Respond (take ownership, set an update time, and advocate internally)Next time a customer is in front of you and things have gone wrong: use

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00:02:40

Growth Pill: The Old Customer Success Playbook Is...

This is Growth! ·

2025/12/16

In this episode of Growth Pills, I unpack three shifts that are quietly breaking the old CS model.1 - Products are no longer selling features. They are delivering outcomes, fast. AI sets a new bar for time-to-value and customers expect results, not potential.2- Pricing is moving from access to usage. Consumption models force proof, not promises, and make renewals evidence-led in a world where switching is easy.3- And customers are no longer learning from your team. They are learning from AI,

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00:01:33

Growth Pill: If Measuring Customer Value Feels Hard,...

This is Growth! ·

2025/12/10

Measuring customer value is hard. That’s exactly why 56% of companies still avoid it. But here’s the uncomfortable truth: not measuring value is even harder.No evidence at renewal.No clear signal on how your customer is really tracking.No way to onboard a new decision maker with confidence.In Customer Success, there’s no easy path. There’s only a choice between two types of hard.In this Growth Pill, I break down why the teams that win long term choose the hard that compounds.Hope is not a strategy

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00:02:12

Growth Pill: One Relationship Away from Losing the...

This is Growth! ·

2025/12/03

Too many CSMs fall into the same trap. They build a brilliant relationship with one person inside the customer’s organisation, only to see everything fall apart the moment that person leaves. I’ve watched this play out for a decade and it still catches teams off guard.In this Growth Pill, I break down how to turn a fragile single-threaded relationship into a strong multi-threaded one that protects your renewal and strengthens your influence inside the account.You’ll learn:• Why one strong

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00:02:10

Growth Pill: AI Won’t Save You If Your Data Is Trash

This is Growth! ·

2025/11/26

Most CS teams aren’t failing at AI because the tech is bad. They’re failing because their data is a mess.For years, CSMs held everything together.Missing fields? Call someone.Conflicting info? Chase three teams.Weird behaviour? Dig through five systems.Humans could patch it. AI cannot.AI uses the data you have, as is.Messy data means messy outcomes.The twist?AI is also the fastest way to clean the chaos. If your AI isn’t delivering value, the first thing to fix is your data.

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00:02:27

Growth Pill: The Hidden Reason Scaled Customer...

This is Growth! ·

2025/11/19

Most companies say they want to scale Customer Success.What they actually do is strip it of impact.In this Growth Pill, I call out the real reason scaled CS lags high touch by 5 to 10 retention points.Most teams still have no idea what their customers are trying to achieve.No goals. No progress tracking. No ability to tailor anything that moves the needle.The fix is straightforward:• Know the goal• Track it in product• Use AI to guide every customer individuallyIf CS is going to scale without

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00:01:12

Growth Pill: If You Want Better Results, You Better...

This is Growth! ·

2025/11/12

I used to believe success came from getting others to change — their mindset, their behaviour, their way of working.But here’s the truth: you can’t change anyone. You can only change yourself.How you show up.How you communicate.How you collaborate.In this Growth Pill, I share why the quickest path to better results starts with changing you.

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00:02:24

Growth Pill: Your Customers Are Learning from AI, Not...

This is Growth! ·

2025/11/05

When customers need help, they’re not opening your help centre or watching your tutorials.They’re asking ChatGPT.And if your content isn’t AI Engine Optimised (AEO), AI won’t find it, or worse, it’ll make things up.In this Growth Pill, I share how to make your content ready for the AI era so AI can find, understand, and trust it.Because the new front line of customer education isn’t your team, it’s AI.🎧 Learn how to make sure it teaches customers your story, not someone else’s.

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00:01:16

Growth Pill: Why AI Won’t Kill Customer Success

This is Growth! ·

2025/10/29

Let's cut through the noise about AI “replacing” Customer Success. The truth? AI will make CS teams more valuable than ever. Here’s why: CS owns the value realisation journey, guides customers through complex change, and in a world where pricing is tied to usage, CS becomes the heartbeat of revenue. If anything, the rise of AI is forcing CS to evolve from support to strategy, and that’s exactly where it belongs.

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00:02:24

Growth Pill: Measuring Impact vs. Tracking Execution...

This is Growth! ·

2025/10/22

Too many CS leaders confuse measuring impact with tracking execution.In this Growth Pill, Daphne breaks down why the two are completely different and why mastering both is the key to running a high-performing CS organisation.You’ll learn:💡 How to connect CS work directly to company outcomes (think GRR, NRR, and customer value delivered)📊 What “tracking execution” really means and how top CS teams do it🔥 Why activity metrics aren’t vanity metrics when tied to impactBecause great CS teams don’t

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00:01:30

Growth Pill: Boost Customer Retention With These 5...

This is Growth! ·

2025/10/15

Increasing retention by 5% can improve your profits by 95%. So getting your CS engine working is the key to durable growth. Learn 5 ways to do just that here.And sign up to the newsletter here -> https://thisisgrowth.media/newsletter

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00:04:02

Growth Pill: Why Forcing CSMs to Sell Kills Growth

This is Growth! ·

2025/10/01

If your “growth strategy” is just pushing CSMs to sell, you don’t have a growth strategy. You have a churn problem waiting to happen.In this clip, I break down why giving CSMs quotas and tying them to expansions backfires, and what GTM and CS leaders should do instead:⭐ Protect the value layer⭐ Sequence value before growth⭐ Instrument value measurementCustomer growth isn’t about forcing CSMs to sell more. It’s about delivering so much value that upsell becomes the natural next step.

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01:00:00

Customer Value is The Only Moat Left, Here's How You...

This is Growth! ·

2025/08/28

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

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00:36:52

Scaling a $3bn Customer Success Engine with Jon Dick,...

This is Growth! ·

2025/05/22

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

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00:46:15

Transforming Customer Feedback: 15x more insights to...

This is Growth! ·

2025/04/11

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.

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00:59:22

Scaling Customer Success With Gemma...

This is Growth! ·

2025/03/13

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

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00:31:39

How AI is Transforming CS with Elias Torres, CTO...

This is Growth! ·

2025/01/23

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

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00:37:28

Redefining Customer Success: How AI is Transforming...

This is Growth! ·

2025/01/16

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

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00:58:09

Redefining Customer Success: How AI is Transforming...

This is Growth! ·

2025/01/09

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

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53 results

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