This is Growth!
Episodes
Growth Pill: Journey Orchestration Sounds Great. Here’s Why It’s So Hard in Practice.
14 Jan 2026
Contributed by Lukas
Customer journey orchestration is everywhere right now. Slides. Demos. Board decks. But most CS teams are trying to force customers through a neat jou...
Growth Pill: The fastest way to calm an angry customer (4 steps)
07 Jan 2026
Contributed by Lukas
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...
Growth Pill: The Old Customer Success Playbook Is Dead. AI Just Changed the Rules.
16 Dec 2025
Contributed by Lukas
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 ar...
Growth Pill: If Measuring Customer Value Feels Hard, Watch This.
10 Dec 2025
Contributed by Lukas
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 e...
Growth Pill: One Relationship Away from Losing the Account
03 Dec 2025
Contributed by Lukas
Too many CSMs fall into the same trap. They build a brilliant relationship with one person inside the customer’s organisation, only to see everythin...
Growth Pill: AI Won’t Save You If Your Data Is Trash
26 Nov 2025
Contributed by Lukas
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....
Growth Pill: The Hidden Reason Scaled Customer Success Fails (and How To Fix It Fast)
19 Nov 2025
Contributed by Lukas
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 sca...
Growth Pill: If You Want Better Results, You Better Change
12 Nov 2025
Contributed by Lukas
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’...
Growth Pill: Your Customers Are Learning from AI, Not You
05 Nov 2025
Contributed by Lukas
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 En...
Growth Pill: Why AI Won’t Kill Customer Success
29 Oct 2025
Contributed by Lukas
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 ...
Growth Pill: Measuring Impact vs. Tracking Execution in Customer Success
22 Oct 2025
Contributed by Lukas
Too many CS leaders confuse measuring impact with tracking execution.In this Growth Pill, Daphne breaks down why the two are completely different and ...
Growth Pill: Boost Customer Retention With These 5 Tactics
15 Oct 2025
Contributed by Lukas
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 th...
Growth Pill: Why Forcing CSMs to Sell Kills Growth
01 Oct 2025
Contributed by Lukas
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 cli...
Customer Value is The Only Moat Left, Here's How You Deliver it with Natalia Piaggio
28 Aug 2025
Contributed by Lukas
In this episode, learn how to turn “value realisation” from a buzzword into a repeatable system that drives retention and growth.Join Daphne Costa...
Scaling a $3bn Customer Success Engine with Jon Dick, SVP of Customer Success at HubSpot
22 May 2025
Contributed by Lukas
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 ...
Transforming Customer Feedback: 15x more insights to drive better adoption and retention.
11 Apr 2025
Contributed by Lukas
Ever wondered how companies effectively integrate customer feedback into products? I chat with Brian and Max, founders of Twine, an AI-driven platform...
Scaling Customer Success With Gemma Cipriani-Espineira, RVP of Customer Success for Twilio
13 Mar 2025
Contributed by Lukas
In this episode, discover how you can delver customer outcomes and improve customer retention in your long tail.Join Daphne Costa Lopes as she explore...
How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 3)
23 Jan 2025
Contributed by Lukas
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 Succes...
How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 2)
16 Jan 2025
Contributed by Lukas
In this series, we cut through the AI hype in Customer Success. Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersecti...
How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 1)
09 Jan 2025
Contributed by Lukas
In this episode, cut through the AI hype in Customer Success. Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection...
6x Engagement, 29% Faster Deals: The Art of Strategic Gifting with Kris Rudeegraap (founder of Sendoso)
19 Dec 2024
Contributed by Lukas
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—i...
Building Teams That Drive $50M Pipelines and 93% Retention
21 Nov 2024
Contributed by Lukas
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 pip...
10x Your Customer Success Team Using The CRM + AI with Kirsten DiChiappari, VP of CS at VCom Solutions
31 Oct 2024
Contributed by Lukas
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 ...
Information Clutter is Harming your Customer Success Strategy
10 Sep 2024
Contributed by Lukas
Join us as I discuss with Shachar Avrahami VP Product & Strategy @EverAfter how to navigate the challenges of curating and delivering the right co...
Boost CX Personalisation by 225% using HubSppot, with Paul Weston GM of Product
22 Aug 2024
Contributed by Lukas
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, ...
Reduce Churn by 95% Within Six Months with Elad Donsky, CEO of Mayple
11 Jul 2024
Contributed by Lukas
In this episode, discover how you can revolutionize customer retention in your long tail. Join Daphne Costa Lopes as she explores Mayple, an innovati...
CS MasterClass [Bonus Episode]: Mastering a Revenue Generating CSM Role
09 Jul 2024
Contributed by Lukas
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...
CS MasterClass #5: Creating a Revenue Generating Customer Success Team
25 Jun 2024
Contributed by Lukas
In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team. Join Daphne Costa Lopes...
CS MasterClass #4: How To Communicate The Value You Deliver
18 Jun 2024
Contributed by Lukas
In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of Communicating The Value Your Product Delivers to Customers. Join Dap...
CS MasterClass #3: Proactively Monitor Risk and Growth Signs
11 Jun 2024
Contributed by Lukas
In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of proactively monitoring risk and growth signs in your customer base. ...
CS MasterClass #2: Delivering Measurable Value to Customers
04 Jun 2024
Contributed by Lukas
In Episode 2 of the Customer Success Masterclass, we explore how to create a repeatable process to deliver measurable value to your customers. Hosted...
CS MasterClass #1: Defining and Measuring Customer Value
28 May 2024
Contributed by Lukas
In this inaugural episode of the Customer Success Masterclass, we dive deep into the critical topic of defining and measuring customer outcomes. Joi...
Season 3: Customer Success MasterClass (Teaser)
21 May 2024
Contributed by Lukas
Build a Scalable, Proactive, and Revenue-Generating Team. Welcome to the Customer Success Masterclass, a 5-episode series designed to help you create...
Where Product Management and Customer Success Meet with the founders of Women of CS
28 Nov 2023
Contributed by Lukas
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 int...
Automate Your Enterprise Business Reviews
26 Oct 2023
Contributed by Lukas
In the world of Customer Success Management, delivering impactful Enterprise Business Review (EBR) presentations is often a time-consuming and labour-...
Ryan Seams on Customer Success in a Product-Led-Growth Company
26 Sep 2023
Contributed by Lukas
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...
Scaling Customer Success: Answers To The 3 Burning Questions
31 Aug 2023
Contributed by Lukas
From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale....
Mickey Powell on How Customer Success Professionals Can Leverage Generative AI
03 Aug 2023
Contributed by Lukas
This month we are sitting down with Mickey Powell, the CS visionary behind UpdateAI, to explore a revolutionary development that's changing the la...
Jeff Breunsbach on Unleashing the Power of Content and Community To Scale Customer Success
27 Jun 2023
Contributed by Lukas
The lines between Marketing and Customer Success blur when we start scaling the CS team. Many of the skills and tools needed to help drive and unders...
Margaret Harrison on Mastering Change Management To Drive Results
30 May 2023
Contributed by Lukas
"The only constant is change." Get ready for a mind-shifting episode with senior Customer Success leader and Change Management expert, Marg...
Jan Young on What It Takes To Be A Customer Success Leader
27 Apr 2023
Contributed by Lukas
Jan Young is a Customer Success Consultant at The Success League and an advisor to some of the most beloved CS brands and communities like Catalyst, G...
Marija Skobe-Pilley on How She Thinks About Scaling CS At ClickUp
31 Mar 2023
Contributed by Lukas
For the first episode of this season, I am joined by Marija Skobe Pilley. For some, Marija needs no introduction, she is a pillar of the CS community....
Season 2: Building and Scaling A Modern Customer Success Team
30 Mar 2023
Contributed by Lukas
Welcome to season 2 of the This is Growth Podcast! In Season 1 we got to know 9 people that built successful careers in Customer Success. For Season ...
Career Advice from a Rockstar with Padraic McMahon
28 Feb 2023
Contributed by Lukas
In this episode of the podcast, we are joined by Padraic McMahon Senior Manager of Customer Success at Hubspot and former guitarist/bassist in the pla...
Landing On Your Feet with Shane Stenson
03 Feb 2023
Contributed by Lukas
When life throws us a punch, it hurts. There are no two ways about it. But it also presents us with an opportunity to get off the hamster wheel, pause...
Taking the Leap - Customer Success rep turned founder with Brian Mackey
26 Jan 2023
Contributed by Lukas
Forget the corporate ladder, let’s talk about entrepreneurship. Brian Mackey, Co-Founder of the technology agency Baskey, is living proof that you c...
When Hard Work Meets Passion with Phil McHugh
22 Dec 2022
Contributed by Lukas
It’s easier to excel when we do the things we are passionate about. For the final episode of the year, I interviewed Phil McHugh, Senior Director of...
Why You Should Manage Your Career Like a Business with Maggie Bomze
24 Nov 2022
Contributed by Lukas
You are the CEO of your life. So why aren’t you managing your career as a business? Maggie Bomze, Senior Manager of Customer Success at Hubspot, sta...
Growing a Career in Sales with Seona Tully
27 Oct 2022
Contributed by Lukas
You don’t have to choose between growing your career and your personal priorities. Seona Tully, Director of Sales at Hubspot talks about the importa...
Breaking into Management with Finbar O'Grady
29 Sep 2022
Contributed by Lukas
Breaking into management can seem like an impossible task. Finbar O’Grady climbed the Customer Success ladder all the way from Services Specialist t...
From Public Relations to Customer Experience Leadership with Kelsey Balimtas
25 Aug 2022
Contributed by Lukas
If you think a successful career is linear, think again. This month’s guest, Kelsey Balimtas, has built an impressive career that spans PR, Cu...
From Customer Success to Product Management with Robbie McFarlane
28 Jul 2022
Contributed by Lukas
How does a Channel Consultant become a Product Manager? In this month’s episode of This is Growth, I had a conversation with Robbie McFarlane, an As...
Welcome to This is Growth!
21 Jul 2022
Contributed by Lukas
Ever looked at someone's career and wondered 'how did they get there?'. This podcast is here to shine a light on the unseen parts of career developmen...