Playbook: AI-Era Customer Success For Hyper Growth | Sam Slevin, Global SVP CS @ AlphaSense

About this episode

Sam Slevin discusses the evolving role of customer success in the AI era and its impact on revenue generation.

Sam Slevin, Global SVP of Customer Success at AlphaSense, joins Sam Jacobs, AJ Bruno, and Asad Zaman on the AI-era customer success playbook. Topics include why service is the differentiator over the next 2 to 3 years, the case for customer success owning a revenue number from day one, the gap between finance's productivity targets and real-life capacity. Plus, the origins of customer success, why consumption-based pricing can quickly become a trap, and a bull-versus-bear debate on whether HubSpot can get back to a $20 billion market cap. In short... big episode! Key Takeaways: - After 17 years building customer success teams, Sam Slevin doesn't entertain the "should CS own a number" debate. As Sam Slevin, Global SVP of Customer Success at AlphaSense, put it: "in my 17 years of, of customer success and leadership within customer success, that has never actually been a debate for, for me. I, I would never take a role that doesn't have revenue focused and like impact owning a number, calling your forecast from day one." His standing practice when he joins a new company: build a top-down and bottoms-up forecast on day one and validate it the same way sales does. - Slevin's central…

People in this episode

Hosts: Sam Jacobs, AJ Bruno, Asad Zaman

Guest: Sam Slevin

Topics covered

• customer success
• AI in business
• revenue generation
• automation
• service differentiation
• pricing strategies

Keywords

• customer success
• AI
• revenue number
• automation
• service
• HubSpot
• pricing
• market cap

Mentioned in this episode

Organizations: AlphaSense, HubSpot

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