In this episode, I sit down with Dave Jackson, one of the O.G's of B2B Customer Success. We dive into the big shifts shaping SaaS today, from the increasing pressure to drive revenue through retention and expansion to why getting the fundamentals right—like ICP and value proposition—is more critical than ever.
We also tackle the AI revolution in Customer Success—how it’s reshaping the way we scale, personalize, and predict customer needs. But here’s the catch: AI is only as good as the data behind it. So, what does it really take to make AI work for CS? And how do we keep the human touch while embracing automation?
If you’re a SaaS leader, CS professional, or just fascinated by where the industry is headed, this is one episode you don’t want to miss.