Leading with Value and Increase Revenue in Customer Success

Hello Customer Success Pros,

I’m thrilled to share the latest episode of the Customer Success Pro Podcast with none other than Madelyn DePrey as my next guest who is currently VP of Customer Success at Aircall. Madelyn’s journey from hospitality to heading up global customer success for Aircall offers a wealth of insights into driving customer success with a revenue mindset while ensuring you are focused on customer outcomes.

In this episode, we dive deep into Madelyn's strategies for leading with value, embracing top-of-the-funnel tactics, and how Aircall’s CSMs navigate commercial responsibilities.

Madelyn passionately believes that leading with value is the cornerstone of customer success. According to her, value is all about aligning the customer's desired outcomes with what the product and service deliver. By understanding customer needs and goals and proactively delivering solutions, CSMs can build long-term engagement and trust. Instead of reacting to customer needs, Madelyn encourages CSMs to be intentional and proactive in their approach.

Aircall doesn’t shy away from using top-of-the-funnel sales tactics within its customer success strategy. This stage includes engaging customers with product awareness and discovery, much like how captivating Instagram ads work for consumers. By incorporating tactics such as multi-threading (building relationships with multiple stakeholders within a customer's organization), identifying pain points, and aligning the product as a solution, CSMs can significantly influence customer retention and expansion.

Madelyn's journey is a testament to the power of blending hospitality principles with customer success strategies to drive amazing results. For those looking to elevate their CS game, starting to use the practices discussed in this podcast can be transformative. Make sure you listen to the full episode below!

Some of the questions I ask Daphne in our conversation:

❓CS should not be afraid of owning a revenue number, but how do they get comfortable?

❓Embracing the top of the funnel in CS - What is the top of the funnel? How can CSMs lean into embracing sales methodology in CS?

❓Sales Methodology in CS - what is it you train your CSMs on?

⭐️ Key Takeaways:

1. Lead with Value: Always align customer interactions with their desired outcomes and proactively deliver solutions to build long-term trust and engagement.

2. Embrace Top-of-the-Funnel Tactics: Don’t shy away from using sales methodologies within customer success. Discovery, multi-threading, and solution-selling are crucial for risk mitigation and driving expansion.

3. Continuous Learning and Training: Invest in thorough training that includes call recordings, role-playing, improvisation, and cross-functional learning to empower CSMs with revenue responsibilities.

4. Have a listen to the latest podcast on Spotify, Apple Podcasts, or Youtube and make sure to let me know what you think!

That's all for now, I will share more on the podcast on Linkedin and of course on the next newsletter.

Stay tuned for more episodes, and don’t forget to subscribe on Apple Podcasts, Spotify, or wherever you listen. If you enjoyed this episode, please leave a positive review, and share it to spread the knowledge!

I hope you’ve found this newsletter helpful. If you did find it helpful feel free to forward it to a friend or a colleague, sharing is caring! If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS journey!

Catch you next time!

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