Ever wonder how to transform existing customers into your company’s most powerful growth engine? According to Gainsight’s Chief Revenue Officer, Marilee Bear, it starts with one deceptively simple principle: “helping customers get value from your product.”

This 'TechTransformed' episode features Christina Stathopoulos, Founder of Dare to Data, in conversation with Marilee about the dynamic role of customer success – a powerful avenue for building deeper customer bonds, boosting retention rates, and ultimately achieving significant revenue gains.

They discuss the definition of customer success, its transformation from a cost center to a revenue generator, and the impact AI has on customer success strategies.

Discover how AI-powered tools like Gainsight's Staircase AI are revolutionising customer insights. As one customer put it, "Staircase AI helps us see light when there has been darkness," improving forecast accuracy and providing a clear view of customer sentiment.

Customer Success teams play a pivotal role in fostering strong customer relationships, which directly impacts a company's bottom line. By understanding and actively managing the customer journey, these teams can significantly boost customer retention rates, optimise onboarding, and drive revenue expansion.

Read more: Top 10 Enterprise Customer Success Management Software for 2025

Tune in to learn how to unlock the potential of customer success as a catalyst for cross-selling and upselling opportunities. Explore how to equip your customer success teams with commercial acumen and harness their potential as a secret weapon for business growth.

Whether you're a CRO looking to optimise revenue or a business leader navigating the AI revolution, this episode offers invaluable insights into the future of customer success.

Takeaways

Customer success is about helping customers get value from products.

The perception of customer success is shifting from a cost centre to a revenue generator.

AI can enhance customer success by providing predictive insights and automating processes.

Customer success teams are uniquely positioned to identify upsell and cross-sell opportunities.

Collaboration between customer success and sales teams is essential for maximising revenue.

The integration of AI tools can streamline customer success operations.

Chapters

00:00 Introduction to Customer Success and AI

06:59 Defining Customer Success

10:52 Transforming Customer Success into a Revenue Generator

18:13 Leveraging AI in Customer Success

22:02 The Future of Customer Success

About Gainsight

Gainsight, the world’s leading Customer Success platform, helps businesses drive efficient growth by unifying the post-sales customer journey. Our innovative suite of solutions—including customer success, customer education, product experience, community management, and conversational AI insights—are trusted by companies of all sizes and industries, including nearly 200 publicly traded organisations.

With Gainsight, businesses can leverage AI-driven insights from real-time customer interactions to enhance engagement, improve retention, and drive expansion. Our platform makes it easier for customer success, product, and community teams to scale efficiently and gain a holistic view of their customers, driving product adoption and building thriving customer communities.