Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned What happens when you bring consumption-based customer success into a company?In this episode of Unchurned, Jared Collins, Senior Director of Customer Success at Dell Technologies, shares how the Apex team is building a modern CS engine inside a $100B infrastructure giant.Unlike SaaS companies that can deploy value instantly, Dell Apex operates in a world of physical logistics, supply chain constraints, and long hardware lead times. That means customer success isn’t just about adoption — it’s about anticipation.Jared breaks down how his team connects data sources across the enterprise, builds trigger-based playbooks, partners deeply with sales, and prepares for an AI-driven future where customer signals surface before customers even recognize the need.---Timestamps0:00 - Preview & Introduction1:25 - Meet Jared Collins & Overview of Dell Apex 3:55 - The operational reality of shipping infrastructure5:52 - Why CS must anticipate months ahead (lead times + forecasting)8:20 - Working inside a $100B company: complexity vs opportunity9:53 - Enabling CSMs for success to build strategic relationships11:20 - Becoming data strategists: Building health scores across multiple business units13:15 - Data → Triggers → Playbooks: the operational CS framework16:46 - AI in CS: why foundations matter more than hype19:20 - What success looks like for Apex CS in the next 1–2 years21:55 - What Jared loves about Dell---What You’ll Learn* Why hardware logistics fundamentally changes how CS operates* How to build proactive CS using data triggers and standardized playbooks* How to integrate CS inside a massive enterprise organization* The difference between CapEx and consumption-based thinking* Why AI only works if your data foundations are clean* How to free CSMs to focus on strategic relationship-building* What “good” looks like for CS inside infrastructure businesses---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---Where to Find Jared CollinsLinkedIn: https://www.linkedin.com/in/jaredrcollins/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

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