CS RevSpeak

As the Founder and CEO of CS RevSpeak, 𝗜 𝗲𝗺𝗽𝗼𝘄𝗲𝗿 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝘁𝗼 𝗱𝗿𝗶𝘃𝗲 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 𝗴𝗿𝗼𝘄𝘁𝗵 𝗮𝗻𝗱 𝗯𝘂𝗶𝗹𝗱 𝘀𝗰𝗮𝗹𝗮𝗯𝗹𝗲, 𝗲𝗳𝗳𝗲𝗰𝘁𝗶𝘃𝗲 𝗖𝗦 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀. My mission is to help leaders make a real impact and grow their careers.

With years of experience navigating the complexities of CS, I offer coaching, training, and resources tailored to leaders with revenue targets. Whether sharpening sales skills or building frameworks for success, I’m here to guide you.

𝗪𝗵𝗮𝘁 𝗜 𝗗𝗼:
𝗖𝗼𝗮𝗰𝗵𝗶𝗻𝗴 & 𝗠𝗲𝗻𝘁𝗼𝗿𝘀𝗵𝗶𝗽: I help CS leaders build revenue-centric teams that enhance customer outcomes while driving growth through expansions, upsells, and retention.

𝗣𝗼𝗱𝗰𝗮𝘀𝘁 𝗛𝗼𝘀𝘁: On the CS RevSpeak Podcast, I engage with industry experts to explore revenue-driven Customer Success and share practical insights for leaders. 

𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗥𝗼𝘂𝗻𝗱𝘁𝗮𝗯𝗹𝗲: I host biweekly roundtables for CS leaders to discuss challenges, share insights and collaborate on impactful strategies. It’s a space for peers to connect, learn, and grow together. Register for future sessions here: https://csrevspeak.com/events/

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗛𝘂𝗯: This LinkedIn community connects CS leaders, fostering collaboration and support. Join us by searching for "Customer Success Leaders Hub" on LinkedIn.

𝗡𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿 & 𝗖𝗼𝗻𝘁𝗲𝗻𝘁: The CS RevSpeak Newsletter is crafted for CS leaders with revenue responsibilities. It offers strategies and tools for driving growth through expansions, upsells, and customer retention. Subscribe here: https://csrevspeak.com/newsletter/

𝗠𝘆 𝗴𝗼𝗮𝗹 𝗶𝘀 𝘁𝗼 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗖𝗦 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝗶𝗻 𝗯𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝘁𝗲𝗮𝗺𝘀 𝗮𝗻𝗱 𝘀𝗰𝗮𝗹𝗶𝗻𝗴 𝘁𝗵𝗲𝗶𝗿 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀 𝗲𝗳𝗳𝗲𝗰𝘁𝗶𝘃𝗲𝗹𝘆. 𝗟𝗲𝘁’𝘀 𝗯𝘂𝗶𝗹𝗱 𝘀𝗼𝗺𝗲𝘁𝗵𝗶𝗻𝗴 𝗴𝗿𝗲𝗮𝘁 𝘁𝗼𝗴𝗲𝘁𝗵𝗲𝗿!

Founder & CEO | Customer Success Leadership Coach & Consultant | Podcast Host 

Customer Success Hub APAC

Building the biggest community across APAC for Customer Success professionals by driving strategic initiatives, fostering engagement and creating valuable learning opportunities. Leading the charge in connecting professionals, facilitating mentorship and providing actionable resources that empower individuals and organizations to thrive in the rapidly evolving customer success landscape.

Co-Founder

Pavilion

Pavilion is an exclusive membership community for leaders driving growth in revenue-focused roles and high-growth companies.

Executive Member

Women in Customer Success

Coaching and mentoring women leaders and individual contributors in the Customer Success space

Customer Success Coach

Katalon

Vice President of Customer Success

Catalyst Software

Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions.

Epsilo

Epsilo is a leading ecommerce marketing SaaS solution that unifies online campaigns across SKUs, marketplaces and countries to optimize sales, marketing and operations. The company is backed by Sequoia India’s Accelerator Program Surge and a trusted partner to the top ecommerce marketplaces in the world.

Head of Customer Success, Support & Managed Services

The Pregnancy Pause

On Maternity Leave

INSPECTORIO

In charge of the overall strategy for account management and full customer lifecycle processes

Senior Strategic Account Manager

Customer Success Onboarding Lead

Customer Success Manager

Sentifi

Business Development & Key Accounts Manager - APAC & UK

Hi there! I’m Angeline, a Customer Success leader with a passion for building CS teams that not only support customers but drive meaningful growth for the business. 

With 𝗼𝘃𝗲𝗿 𝟭𝟳 𝘆𝗲𝗮𝗿𝘀 𝗶𝗻 𝗕𝟮𝗕 𝗦𝗮𝗮𝗦—𝟭𝟭 𝗼𝗳 𝘁𝗵𝗼𝘀𝗲 𝗶𝗻 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽—I’ve had the privilege of guiding Customer Success through every stage, from pre-seed startups to growth stage.

𝗠𝘆 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝗦𝗼 𝗙𝗮𝗿
Starting as an individual contributor, I’ve walked the path from managing small teams to overseeing entire departments, leading Customer Success, Managed Services and Customer Support functions. Working across four different startups over the last decade has shown me what CS looks like at every stage of growth and given me insight into the unique challenges and opportunities each phase brings.

𝗧𝗼𝗱𝗮𝘆 𝗮𝘁 𝗞𝗮𝘁𝗮𝗹𝗼𝗻
At Katalon, I’m focused on building a Customer Success team that supports our global customers in software testing automation. We’re on an exciting journey to scale and my role is all about creating a scalable, proactive CS function that drives both retention and revenue growth as we gear up for Katalon’s next growth phase.

𝗖𝗼𝗮𝗰𝗵𝗶𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗟𝗲𝗮𝗱𝗲𝗿𝘀
Beyond my role at Katalon, 𝗜 𝗰𝗼𝗮𝗰𝗵 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝘄𝗵𝗼 𝗼𝘄𝗻 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀, helping them navigate the complexities of revenue-generating teams. Together, we work on:

1. Building skills and frameworks for a revenue-driven CS approach
2. Designing CS operating models that balance customer outcomes with revenue goals
3. Communicating the value Customer Success brings to the broader organization

Customer Success is about creating impact—both for the customer and the business. I’m here to share what I’ve learned and continue to grow alongside this evolving industry. Let’s connect if you’re interested in talking CS, leadership or just swapping insights on building teams for growth!

We killed the 40+ slide QBR and replaced it with one page.
I worked with a CS leader whose QBRs were flopping. They were:

❌ Backward-looking recaps
❌ Activity dumps, not outcomes
❌ Built for users, not buyers
❌ Missing a clear ask

𝗪𝗵𝗮𝘁 𝘄𝗲 𝗰𝗵𝗮𝗻𝗴𝗲𝗱

→ Renamed the meeting to 𝗩𝗮𝗹𝘂𝗲 𝗥𝗲𝘃𝗶𝗲𝘄 to reset expectations.
→ Led with the customer’s business goal and the decision needed.
→ Built a one-page Value Snapshot: 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘎𝘰𝘢𝘭 • 𝘞𝘩𝘢𝘵 𝘞𝘦 𝘞𝘰𝘳𝘬𝘦𝘥 𝘖𝘯 • 2–3 𝘐𝘯𝘥𝘪𝘤𝘢𝘵𝘰𝘳𝘴 • 𝘙𝘪𝘴𝘬𝘴 & 𝘈𝘴𝘬𝘴.
→ Sent it as a 24-hour pre-read with two lines: 𝗼𝘂𝘁𝗰𝗼𝗺𝗲, 𝗰𝘂𝗿𝗿𝗲𝗻𝘁 𝘀𝘁𝗮𝘁𝗲, 𝗱𝗲𝗰𝗶𝘀𝗶𝗼𝗻 𝗿𝗲𝗾𝘂𝗶𝗿𝗲𝗱.

𝗪𝗵𝘆 𝗶𝘁 𝘄𝗼𝗿𝗸𝘀

→ Sponsors and budget owners see impact first.
→ The meeting shifts from slide walkthrough to decision and next steps.
→ CSMs spend time discussing and discovering, not presenting.
→ Champions can forward one page to the economic buyer. It travels.

Result: tighter meetings, faster decisions, clearer commercial momentum.

Want the template? Comment “𝘃𝗮𝗹𝘂𝗲” and I'll send it via DM.

_________________________________________


Next week, I’m opening enrollment to my Value Realization online course. 
It includes access to this template plus others to help you operationalize value realization end to end.

📩 Subscribe to my newsletter to get early access (and a special discount when enrollment opens).
🔗 Link in comments.

Angeline Gavino

I help CS leaders & startup founders fix strategy & execution to turn Customer Success into a growth engine | CS Coach & Consultant | 🚀 Top 25 Customer Success Influencer 2024 | Co-Founder CS Hub APAC

Customer Success has an ongoing identity crisis.

When the role began, we were confused with Support.
Now, we’re confused with Account Management.

But the real identity crisis in CS isn’t what others think we are.
It’s what we think we’re 𝘯𝘰𝘵.

If you reduce Customer Success to “just adoption” or “just relationship-building,” you’re missing what actually drives growth.

💰No recurring revenue exists without recurring value.
🎯And no recurring value exists without Customer Success → both the function and the philosophy.

We are revenue drivers.
Not because we own a number (though some of us do).
But because we own the outcome.

Retention.
Expansion.
Sustainable growth.

That’s Customer Success.

_________________________________________

Over the next few days I’m sharing practical tips
on 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹𝗶𝘇𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝗿𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 in my newsletter.
Templates and examples included.
𝗦𝘂𝗯𝘀𝗰𝗿𝗶𝗯𝗲 𝘁𝗼𝗱𝗮𝘆. 𝗟𝗶𝗻𝗸 𝗶𝗻 𝗰𝗼𝗺𝗺𝗲𝗻𝘁𝘀.

Founders, I’m going to say the thing no one wants to say out loud:

Your first CS hire should not be a junior CSM.
And yet… that’s exactly who most founders hire.

Why?

Because early on, it feels logical:
“Customers just need someone to talk to.”
“We don’t need a senior leader yet.”
“It’s too early for strategy.”
“We’ll get someone experienced later.”

But here’s what most companies learn too late:

👉 Your first CS hire sets the foundation for everything that comes after.
Onboarding. Retention. Playbooks. Feedback loops. Product insights.
How you keep customers.
How you grow customers.
How you don’t burn your reputation in the first 12 months.

A junior hire can absolutely be talented.
But they’re not supposed to architect your CS motion.
That’s not fair to them and it’s not good for your business.

What early-stage startups actually need is someone who can:

✔️ Build the customer journey from scratch
✔️ Design onboarding that drives outcomes, not checkboxes
✔️ Tie value to renewals, not “touchpoints”
✔️ Create scalable systems instead of firefighting
✔️ Give you the truth about what customers need even when it’s uncomfortable

This is strategy, operations and execution rolled into one.
It’s not an entry-level job.
It’s a founder partner.

Here’s the ironic part:

Most founders think hiring senior early is “too expensive.”
But rebuilding a broken CS motion 12–18 months later?
Much. More. Expensive.

By then, you’re not just hiring a leader.
You’re paying for churn, lost trust, re-onboarding, broken processes, and a team that’s been set up without direction.

If you’re a founder reading this, here’s the real question:

Do you want your first CS hire to talk to customers?
Or do you want them to build a machine that keeps customers?

Those are two different jobs.
Don’t hire one when you need the other.

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

I help CS leaders & startup founders fix strategy & execution to turn Customer Success into a growth engine | CS Coach & Consultant | 🚀 Top 25 Customer Success Influencer 2024 | Top 100 CS Strategists 2025

Founders of AI startups for Customer Success, this is for you!
I’m working on something exciting with Josh Schachter and we’d love your help.

Josh originally started a project to map out all the AI tools shaping the future of Customer Success.

Now, I’m helping him expand and keep it up to date
turning it into the most comprehensive, 
founder-sourced directory of 𝗔𝗜 𝘁𝗼𝗼𝗹𝘀 𝗳𝗼𝗿 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀.

The goal:
𝗧𝗼 𝗵𝗲𝗹𝗽 𝗖𝗦 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝗮𝗻𝗱 𝗼𝗽𝗲𝗿𝗮𝘁𝗼𝗿𝘀 𝗱𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝘁𝗵𝗲 𝗿𝗶𝗴𝗵𝘁 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 𝗳𝗮𝘀𝘁𝗲𝗿.

If you’re building an AI tool for CS
or know one we should include,
we’d love to hear from you.

So far, the list includes UpdateAI, Tingono, Sturdy, Rocketlane, OnRamp, Lumopath, RevSetter, Rupert AI, Peerbound, Hexus, Statisfy, Sendspark, Staircase AI, Thena, Matik, Unthread, REEF, Dock, Maven, FunnelStory, Centralize, TADA, Magnify, Bagel AI, Intelo.ai, BackEngine, Syncly, Daydream, Foresight, Quack AI, Handoff, TheySaid | AI Surveys & Interviews, Klynk

I know we're missing a lot more!

🧩 Help us keep this directory fresh and accurate.
📥 Submit your product by filling out the form here: https://lnkd.in/gXtiKwrS

If you want us to update YOUR product info, submit the form and add "update" on the Company Name field

We will review every submission and publish the entries to the public list.

If you want the list (comment 'AI' below)

Let’s make this the go-to resource for the entire CS community built by the people shaping it.

Open article: AI Tools for Customer Service - Founder Survey by forms.gle

AI Tools for Customer Service - Founder Survey

𝗔𝗜 𝗙𝗼𝘂𝗻𝗱𝗲𝗿𝘀: If your product serves 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, I want you in the directory.

Right now, there are far more AI tools emerging in CS than most leaders even know exist.

And half of them aren’t visible which means the buyers who need you simply can’t find you.

Meanwhile, CS leaders are being asked to evaluate, choose, and operationalize AI on top of everything else already on their plate.

They don’t need noise.
They need clarity.

That’s why I’m building a free, founder-sourced directory of AI tools for Customer Success.

A single place where CS operators can finally see:
-> what exists
-> what each tool actually does
-> and which problems it solves

If you’re building AI for CS, your product belongs there.

No pay-to-play.
No sponsorships.
No hidden agenda.
Just a clean, trusted list built by the people shaping this space.

🧩 Submit your product
https://lnkd.in/gzZwhXrN

And a quick nod to Josh Schachter, who first started mapping this landscape! I’m excited to help evolve and expand it.

Want the updated directory?
Comment “AI” and I’ll send it your way.

Let’s build the go-to resource CS leaders rely on
and highlight the founders creating the next era of Customer Success.

Open article: AI Tools for Customer Success - Founder Survey by forms.gle

AI Tools for Customer Success - Founder Survey

Your customers are using the product. Adoption looks great.
But they’re still churning and here’s why 👇🏼

𝗙𝗲𝗮𝘁𝘂𝗿𝗲 𝗮𝗱𝗼𝗽𝘁𝗶𝗼𝗻 = 𝗩𝗮𝗹𝘂𝗲 𝗿𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻

A customer can log in every day, use your features, 
and still not connect it to a business outcome that matters.
Because usage isn’t the same as impact.

Your job isn’t just to drive adoption.
It’s to make value undeniable.

Here’s the translation layer: a 𝗩𝗮𝗹𝘂𝗲 𝗠𝗮𝗽.

A Value Map connects your product’s capabilities to the outcomes your customers actually care about.

It links:
Challenges → What’s blocking success
Outcomes → What measurable results we can deliver
Metrics → How we’ll track progress
Capabilities → Which features make it possible


So instead of saying:
❌ “We have a health scoring feature that helps you monitor customer health.”

You can say:
✅ “Your team struggles to spot at-risk accounts early. Our health scoring and alerts help you catch risks 60–90 days sooner last quarter, that saved $400K in ARR.”

Same feature.
Completely different story.

When you have a Value Map, your entire GTM org speaks the same language:
 ✨ Sales sells outcomes, not features
 ✨ CS tracks progress, not activity
 ✨ Product prioritizes impact, not requests
 ✨ Marketing tells stories, not specs

Because when everyone’s aligned around value, 
adoption turns into proof and proof turns into retention.

_________________________________________

Over the next few days I’m sharing practical tips
on operationalizing value realization in my newsletter.
Templates and examples included.
𝗦𝘂𝗯𝘀𝗰𝗿𝗶𝗯𝗲 𝘁𝗼𝗱𝗮𝘆. 𝗟𝗶𝗻𝗸 𝗶𝗻 𝗰𝗼𝗺𝗺𝗲𝗻𝘁𝘀.

I wasn’t supposed to be here.
Not statistically, not circumstantially.
But here I am.

I didn’t grow up with much.
I come from a family that struggled to make ends meet.
There were no safety nets, no shortcuts.
Just a lot of grit, faith and figuring it out.

But here’s what I didn’t realize then,
those circumstances were quietly teaching me everything I’d need later in life:

💪 𝗥𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝗰𝗲 - when you grow up with limited options, you learn how to create them.
🧭 𝗥𝗲𝘀𝗼𝘂𝗿𝗰𝗲𝗳𝘂𝗹𝗻𝗲𝘀𝘀 - when you can’t buy your way out of problems, you think your way through them.
❤️ 𝗘𝗺𝗽𝗮𝘁𝗵𝘆 - when you’ve been on the other side of opportunity, you never forget how it feels to be unseen.
🔥 𝗗𝗿𝗶𝘃𝗲 - because every small win reminds you how far grit alone can take you.

I don’t romanticize struggle.
But I am deeply grateful for what it built in me:
perspective, persistence and a quiet refusal to give up.

It’s why I lead the way I do.
Why I believe in people who are still figuring it out.
And why I’ll always make space for those who just need someone to bet on them.

Where you start doesn’t define you.
What you learn
and who you become along the way 𝗱𝗼𝗲𝘀.

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

Where I come from, we don’t celebrate Thanksgiving.
No turkey. No traditions. No annual ritual.

But over the years, I’ve learned that gratitude doesn’t need a holiday.
It starts with perspective.

So here’s mine.
And this year, it feels especially meaningful.

✨ 𝗠𝘆 𝗳𝗮𝗺𝗶𝗹𝘆: the constant in every chapter. The people who keep me grounded, challenged, loved and reminded of what matters most.

✨ 𝗠𝘆 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘀𝘆𝘀𝘁𝗲𝗺: the people who have lifted me through tough seasons, believed in me during transitions and celebrated every win (big or small).

✨ 𝗠𝘆 𝘁𝗲𝗮𝗺 𝗮𝗻𝗱 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗼𝗿𝘀: the people who work alongside me, push me, sharpen my ideas and make the work feel purposeful instead of heavy.

✨ 𝗔𝗻𝗱 𝘁𝗵𝗶𝘀 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆: the CS leaders, operators, founders and creators who show up here with generosity.
Your messages, comments, questions and conversations fuel what I write, build and share.

I may not have grown up celebrating Thanksgiving,
but I’m deeply grateful today:
for the life I’ve built, 
the people in it, 
and the community that lets me do work I care about.

Whether you’re celebrating or not,
I hope you find a moment of rest, connection and gratitude.

Happy Thanksgiving 🧡

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

In CS, your greatest currency isn’t time.
It’s value.

We have to stop measuring effort alone.
It’s not about how many hours you spent on a call,
how many QBRs you’ve delivered,
or how many touchpoints you logged last week.

It’s about whether those hours, those meetings, those activities actually helped your customer get closer to their goals.

You can have a packed calendar and still be missing the mark.

𝗕𝘂𝘀𝘆 ≠ 𝗶𝗺𝗽𝗮𝗰𝘁𝗳𝘂𝗹.

The real measure of success?
👉 Did we help the customer move forward?
👉 Did we create clarity on what success looks like and how to get there?
👉 Did we use their time (and ours) to deliver meaningful, measurable value?

In a world where CS teams are asked to do more with less, we can’t afford to just show up.

We have to show up with intention
and use every moment to drive impact.

When value is your currency,
every conversation counts.

_________________________________________

Over the next few days I’m sharing practical tips
on 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹𝗶𝘇𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝗿𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 in my newsletter.
Templates and examples included.
𝗦𝘂𝗯𝘀𝗰𝗿𝗶𝗯𝗲 𝘁𝗼𝗱𝗮𝘆. 𝗟𝗶𝗻𝗸 𝗶𝗻 𝗰𝗼𝗺𝗺𝗲𝗻𝘁𝘀.

You don’t need perfect data to quantify value.
Skeptical? I’ll show you how. 👇

Your value story feels weak because you can’t quantify progress
And usually, that’s because you’ve never captured the 𝗯𝗲𝗳𝗼𝗿𝗲.

No baseline → no progress.
No progress → no proof.

Without a clear starting point, even your best results sound like activity, not impact.

Here’s the shift:
Every value story needs a 𝗯𝗲𝗳𝗼𝗿𝗲 and 𝗮𝗳𝘁𝗲𝗿.
That’s what makes it credible. That’s what makes it stick.

𝗕𝗮𝘀𝗲𝗹𝗶𝗻𝗲 → 𝗣𝗿𝗼𝗴𝗿𝗲𝘀𝘀.
That’s the formula.

Example:
“QBR prep dropped from 2 hours to 30 minutes.
Across 12 CSMs running 10 QBRs/month,
that’s 180 hours/month back to your team.”

Now your QBRs, success stories and renewals aren’t activity recaps.
They’re proof of progress decision-makers can trust.

The strongest proof of value lives in the comparison:
in showing how far your customer has come.

Because when you can say,
‘𝗛𝗲𝗿𝗲’𝘀 𝘄𝗵𝗲𝗿𝗲 𝘆𝗼𝘂 𝘀𝘁𝗮𝗿𝘁𝗲𝗱. 𝗛𝗲𝗿𝗲’𝘀 𝘄𝗵𝗲𝗿𝗲 𝘆𝗼𝘂 𝗮𝗿𝗲 𝗻𝗼𝘄.’
The value speaks for itself.
_________________________________________

Over the next few days I’m sharing practical tips
on 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹𝗶𝘇𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝗿𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 in my newsletter.
Templates and examples included.
𝗦𝘂𝗯𝘀𝗰𝗿𝗶𝗯𝗲 𝘁𝗼𝗱𝗮𝘆. 𝗟𝗶𝗻𝗸 𝗶𝗻 𝗰𝗼𝗺𝗺𝗲𝗻𝘁𝘀.

63% of CS orgs don’t have a clear way to guide customers to value.

That number didn’t surprise me
but it should concern every CS leader.

Because if your team can’t clearly define, track, and prove value,
then “Customer Success” becomes a function of effort, not impact.

And that’s exactly where most teams get stuck:
They’re great at activity.
Not consistent at proof.

That’s why I built the 𝗩𝗮𝗹𝘂𝗲 𝗥𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗙𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸 (𝗩𝗥𝗙) 𝗖𝗼𝘂𝗿𝘀𝗲
to help CS leaders move from talking about value to actually operationalizing it.

This is a self-paced online course designed to give CS Leaders the tools to:
✅ Define what value really means for your customers
✅ Deliver it with clear processes and playbooks
✅ Prove ROI with credible, customer-backed data
✅ Uncover expansion opportunities naturally
✅ Drive renewals through data-backed value conversations

If you’ve ever said “we need a better way to show impact,”
this is for you.

📅 𝗘𝗡𝗥𝗢𝗟𝗟𝗠𝗘𝗡𝗧 𝗢𝗣𝗘𝗡𝗦 𝗧𝗢𝗠𝗢𝗥𝗥𝗢𝗪 

📩 Subscribe to my newsletter to get early access (and a special discount when enrollment opens).
🔗 Link in comments.

Your end users see the value.
The economic buyer doesn’t.

It’s one of the biggest gaps I see in Customer Success.

The end users feel it every day:
the time saved, 
the smoother process, 
the fewer headaches.

But the person holding the budget? 
They don’t feel any of it.

That’s because most CS teams stop at the productivity story (“We save 2 hours a week”).

But renewals are won at the strategic level (“We protect $2M in revenue”).

The work you do creates value at multiple layers:
 💡 Productivity → end users saving time
 ⚙️ Operational → managers reducing friction
 📈 Strategic → executives seeing business impact

Most teams only tell the first one.

𝗜𝗳 𝘆𝗼𝘂𝗿 𝘃𝗮𝗹𝘂𝗲 𝘀𝘁𝗼𝗿𝘆 𝗱𝗼𝗲𝘀𝗻’𝘁 𝘁𝗿𝗮𝘃𝗲𝗹 𝘂𝗽, 
𝗶𝘁 𝗴𝗲𝘁𝘀 𝘀𝘁𝘂𝗰𝗸 𝘄𝗵𝗲𝗿𝗲 𝗯𝘂𝗱𝗴𝗲𝘁𝘀 𝗰𝗮𝗻’𝘁 𝗿𝗲𝗮𝗰𝗵.

Your goal isn’t just to 𝘥𝘦𝘭𝘪𝘷𝘦𝘳 value.
It’s to make sure the right people see it.

_________________________________________

Over the next few days I’m sharing practical tips
on operationalizing value realization in my newsletter.
Templates and examples included.
𝗦𝘂𝗯𝘀𝗰𝗿𝗶𝗯𝗲 𝘁𝗼𝗱𝗮𝘆. 𝗟𝗶𝗻𝗸 𝗶𝗻 𝗰𝗼𝗺𝗺𝗲𝗻𝘁𝘀.

Companies want the outcomes CS delivers
but rarely fund what creates those outcomes.

CS is expected to:
✔️ Reduce churn
✔️ Drive expansion
✔️ Increase retention
✔️ Deliver value

…but when budgeting season hits?

“Do more with less.”
“We can’t justify the headcount yet.”
“Let’s hold off on tools for now.”

And that’s why CS teams burn out.
Why leaders stay reactive.
Why value realization never becomes operational.

Retention isn’t magic.
Expansion isn’t luck.
Impact isn’t free.

It requires systems.
It requires capacity.
It requires investment.

If you expect CS to protect millions in ARR,
you have to resource it like the revenue engine it is.

And to the CS leaders reading this:

Advocating for budget isn’t asking for “more.”
It’s asking for what’s required to deliver the outcomes your business depends on.

The real risk isn’t overspending on CS.
It’s underfunding the team responsible for keeping your customers.
_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

This is what happens when women are conditioned to prove their worth in leadership roles.

When I joined a new company a few years ago, one of my new direct reports told me something I’ll never forget:

“I’m nervous about having a woman manager.
Every woman manager I’ve had has been harsh, strict, or overly tough.
So I’m preparing myself.”

She wasn’t being rude.
She wasn’t trying to offend me.
She was bracing for impact.

And honestly?
It revealed something bigger:

Many women in leadership have been taught,
implicitly or explicitly,
to lead from defense, not confidence.

They’ve spent so long:
👉 fighting for a seat
👉 proving they belong
👉 being compared, doubted, minimized
👉 being told to be “less emotional,” “more assertive,” “more likeable,” “less direct"

…that some end up leading with armor instead of empathy.

But healthy leadership has room for nuance.
You can be:
✔️ Direct + empathetic
✔️ Clear + supportive
✔️ Strong + human

The fix isn’t telling women to “soften.”
The fix is building workplaces where women don’t have to overcompensate to be taken seriously.

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

Your health score won’t save you from churn.
Your response system will.

Because if you don’t have a clear playbook for red accounts, 
what good is that dashboard?

When an account turns red, the next 24–72 hours decide if it becomes a churn story or a turnaround. 

Your red-account playbook = the backbone of risk management:
clear triage, clear ownership, clear actions, clear follow-through.

That’s exactly what I unpack in this week’s CS RevSpeak episode:
𝗘𝗣𝟯𝟭: 𝗣𝗹𝗮𝘆𝗯𝗼𝗼𝗸 𝗧𝗲𝗮𝗿𝗱𝗼𝘄𝗻: 𝗪𝗵𝗮𝘁 𝗛𝗮𝗽𝗽𝗲𝗻𝘀 𝗔𝗳𝘁𝗲𝗿 𝗮 𝗥𝗲𝗱 𝗔𝗰𝗰𝗼𝘂𝗻𝘁 𝗶𝘀 𝗙𝗹𝗮𝗴𝗴𝗲𝗱?

I talk about:
✅ What a great red-account playbook looks like 
✅ Common failures and how to avoid them 

If your team still scrambles every time an account turns red,
this episode will help you build a system that moves with speed, structure, and strategy.
_________________________________________

Hi, I’m Angeline 👋
I’ve built CS orgs from zero to scale. Now I help others do the same.
Every two weeks, I drop a new podcast episode on the messy, high-stakes reality of CS leadership.
Find 𝗖𝗦 𝗥𝗲𝘃𝗦𝗽𝗲𝗮𝗸 - 𝗧𝗵𝗲 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗥𝗲𝘃𝗲𝗻𝘂𝗲-𝗗𝗿𝗶𝘃𝗲𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗟𝗲𝗮𝗱𝗲𝗿 on Spotify, Apple, or wherever you listen.

AI fluency is the next big CS leadership divide.
Some leaders will step into 2026 ready for it.

Most won’t.

And the difference won’t come down to who tried the most tools.

It’ll come down to who understands where AI actually fits in Customer Success and how to turn it into real leverage.

Not hype.
Not experiments.
Not “play with it when you can.”

I’m building something to help CS leaders close that gap but I don’t want to build it in a vacuum.

I want to build it with you.

Because if this is going to be the 𝗳𝗶𝗿𝘀𝘁 𝗔𝗜 𝗰𝗲𝗿𝘁𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗱𝗲𝘀𝗶𝗴𝗻𝗲𝗱 𝘀𝗽𝗲𝗰𝗶𝗳𝗶𝗰𝗮𝗹𝗹𝘆 𝗳𝗼𝗿 𝗖𝗦 𝗹𝗲𝗮𝗱𝗲𝗿𝘀, it needs to reflect your realities:
 • The blockers you’re facing
 • The skills you actually need
 • The outcomes your business expects
 • The constraints your team works within

So I’m asking for your input.

𝗪𝗵𝗮𝘁 𝘄𝗼𝘂𝗹𝗱 𝗺𝗮𝗸𝗲 𝗮𝗻 𝗔𝗜-𝗳𝗼𝗿-𝗖𝗦 𝗽𝗿𝗼𝗴𝗿𝗮𝗺 𝘁𝗿𝘂𝗹𝘆 𝘄𝗼𝗿𝘁𝗵 𝗶𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂 𝗮𝘀 𝗮 𝗹𝗲𝗮𝗱𝗲𝗿?

What would make it practical, grounded, and immediately useful inside your org?

I put together a quick 3-minute survey so I can shape this program around the topics, problems, and outcomes that matter most to you.

👉 Share your input: https://lnkd.in/gWeAFfd8

Your feedback will directly shape the curriculum, the exercises, and the frameworks we build.

Because I don’t want this to be just another course.

It’s something I want to create for CS leaders, by CS leaders.

Thanks for lending your voice. This community is what makes the work worth it.

Open article: AI for Customer Success Leaders: What Would You Want to Learn? by forms.gle

AI for Customer Success Leaders: What Would You Want to Learn?

For all our talk about how important value realization is, most CS teams don’t have a repeatable system to ensure it actually happens.

They track adoption.
They report on activity.
They tell customers what’s been done
but not what’s been 𝘢𝘤𝘩𝘪𝘦𝘷𝘦𝘥.

Because value realization isn’t a dashboard metric.
It’s a 𝘀𝘆𝘀𝘁𝗲𝗺.

A system that connects:
 ✨ Promised Value - what you said you’d deliver
 ✨ Expected Value - what the customer actually cares about
 ✨ Value Delivery - how you execute and measure progress
 ✨ Value Realized - the proof that it worked

Without that system, value becomes reactive
A story you scramble to tell at renewal instead of one you’ve been building all along.

When you operationalize it, everything changes:
 ✔️ Discovery leads to measurable outcomes
 ✔️ QBRs highlight proof, not activity
 ✔️ Renewals become predictable

I’ve spoken with so many CS leaders and CSMs in the past year. 
Most don’t have a clear system end-to-end.

I wanted to help bridge this gap.
That’s why I built the 𝗩𝗮𝗹𝘂𝗲 𝗥𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗖𝗼𝘂𝗿𝘀𝗲.
To give CS leaders the exact framework and playbooks to operationalize value across the customer journey.

📅 𝗘𝗡𝗥𝗢𝗟𝗟𝗠𝗘𝗡𝗧 𝗢𝗣𝗘𝗡𝗦 𝗡𝗘𝗫𝗧 𝗪𝗘𝗘𝗞 

📩 Subscribe to my newsletter to get early access (and a special discount when enrollment opens).
🔗 Link in comments.

Does your CS org have a clear way of guiding customers to value or measuring value today?

The best athletes in the world, the ones at the absolute peak of their performance, still train with coaches every single day.

Not because they’re not good enough.
But because they want to stay sharp.
Because they know growth never stops.

Because even elite performers need someone in their corner to help them push further, spot blind spots and elevate their game.

𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗶𝘀 𝗻𝗼 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁.

Some of the CS leaders I coach aren’t struggling at all.
In fact, they’re already exceptional.
They’re building teams. 
Scaling functions. 
Influencing strategy.

But even top performers hit moments where they need clarity, 
a sounding board, or a push.

And that’s where coaching becomes a multiplier.

It sharpens your thinking.
It speeds up your growth.
It creates space to become the leader you know you can be
without burning out or second-guessing every decision.

𝗬𝗼𝘂 𝗱𝗼𝗻’𝘁 𝗵𝗶𝗿𝗲 𝗮 𝗰𝗼𝗮𝗰𝗵 𝗯𝗲𝗰𝗮𝘂𝘀𝗲 𝘆𝗼𝘂’𝗿𝗲 𝘀𝘁𝗿𝘂𝗴𝗴𝗹𝗶𝗻𝗴.
𝗬𝗼𝘂 𝗵𝗶𝗿𝗲 𝗼𝗻𝗲 𝗯𝗲𝗰𝗮𝘂𝘀𝗲 𝘆𝗼𝘂’𝗿𝗲 𝘀𝗲𝗿𝗶𝗼𝘂𝘀 𝗮𝗯𝗼𝘂𝘁 𝗴𝗿𝗼𝘄𝘁𝗵.

_________________________________________________________

Hi, I’m Angeline 👋 
I’ve built CS orgs from zero to scale. Now I help others do the same.
I've been the founding CSM, the team lead, the VP and everything in between.
If you’re navigating CS leadership and want a coach who’s been in the seat, 𝗰𝗵𝗲𝗰𝗸 𝗼𝘂𝘁 𝗺𝘆 𝟭:𝟭 𝗰𝗼𝗮𝗰𝗵𝗶𝗻𝗴. [Link in profile]

CS leaders: if your company rebuilt the CS org for the AI era tomorrow, would they hire you again for the same role?

AI isn’t just changing how we work in CS.
It’s changing what’s expected of CS leadership.

Here’s a lens you can use to check whether you’re ready for that shift 👇

1️⃣ AI Orchestration
Can you look at your post-sale journey and clearly say, “Here’s where AI should handle the heavy lifting, here’s where it should assist humans, and here’s where it should stay out of the way”?

2️⃣ Decision Intelligence
Are you using AI to improve the quality of decisions in CS?

3️⃣ System Design Thinking
Do you understand, at a high level, how data, tools, and workflows need to fit together so AI can do something useful for CS?

4️⃣ Human–AI Leadership
Can you lead your team through the change so AI feels like a co-pilot, not a threat or another thing on their plate?

If some of these feel natural and others feel like stretch zones, that’s normal.
None of us started our careers in this version of Customer Success.

But these are the muscles the role is growing into.
The more intentionally you develop them now, the more prepared you’ll be for the CS leadership profile this AI era is quietly creating.
_________________________________________

𝗜’𝗺 𝗯𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗔𝗜 𝗰𝗲𝗿𝘁𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝘀𝗽𝗲𝗰𝗶𝗳𝗶𝗰𝗮𝗹𝗹𝘆 𝗳𝗼𝗿 𝗖𝗦 𝗹𝗲𝗮𝗱𝗲𝗿𝘀.
Want early access + a special launch discount when enrollment opens?
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CS Leaders: if you had one shot to redesign your post-sale motion with AI baked in, what would you fix first?

That’s the question I’ve been asking CS leaders as I design 𝗔𝗜 𝗳𝗼𝗿 𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿𝘀: 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲 𝗕𝗼𝗼𝘁𝗰𝗮𝗺𝗽.

It's a 4-week cohort for CS leaders and operators who want to go from “𝘵𝘳𝘺𝘪𝘯𝘨 𝘵𝘰𝘰𝘭𝘴” to 𝘥𝘦𝘴𝘪𝘨𝘯𝘪𝘯𝘨 𝘢𝘯 𝘈𝘐-𝘦𝘯𝘢𝘣𝘭𝘦𝘥 𝘊𝘚 𝘰𝘳𝘨.
Right now, I’m deep in the build.
Outlining modules.
Stress-testing frameworks.

And I keep coming back to this:
𝗜 𝗱𝗼𝗻’𝘁 𝘄𝗮𝗻𝘁 𝘁𝗼 𝗯𝘂𝗶𝗹𝗱 𝘁𝗵𝗶𝘀 𝗶𝗻 𝗮 𝘃𝗮𝗰𝘂𝘂𝗺.
I want to build it with you.

With your blockers.
Your constraints.
Your targets.

Today is the last day I can factor those into this first cohort.
The survey closes tonight.

If you take 3 minutes, you will:

✅Shape the curriculum
Your AI-in-CS challenges and priorities get baked directly into what we cover over the 4 weeks.

✅ Help me get this right
Your input keeps this grounded in real CS leadership reality, not generic “AI for everyone” advice.

✅ Join the VIP list
Early access to the first cohort + preferred launch pricing if you decide to enroll.

Help me build the version of AI-for-CS training you wish existed.

👉 Drop your input here before the survey closes tonight:

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