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.
• How Base's acquisition of Everafter shaped their vision for AI-powered customer programs.
• Why your customers are your most underutilised influencers, and how to activate them.
• What "scaled intimacy" actually means in the age of AI agents

If you run a CS team, lead revenue, or are thinking about how AI reshapes the customer relationship, this one is worth your full attention.

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.

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

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