Turn CS into a Revenue Powerhouse

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Hi CS Pros,

What a year it’s been for Customer Success! The world of SaaS is demanding more from us than ever before—not just satisfied customers, but tangible business outcomes. In the latest episode of The Customer Success Pro Podcast, I sat down with Stijn Smet, Head of CS at Whale.io, to talk about how he transitioned from a CS manager to a revenue-focused leader, achieving the incredible milestone of having CS contribute 56% of his company’s revenue.

Here’s a quick recap of Stino’s insights and strategies to help you elevate your CS game and align with revenue goals:

1. Understand the Power of ROI Calculators

When Stino realized he needed to pivot toward revenue, he asked one key question: What is the business impact of our product? By diving into the specifics of Whale.io’s offering, he created a simple ROI calculator that showcased how much time (and money) customers saved using their product.

Here’s how you can do the same:

• Research your industry benchmarks. For instance, how much time does your product save customers compared to their current solutions?

• Use existing product usage data to quantify those savings into dollars or hours.

• Translate these numbers into clear, digestible stories that resonate with your customers.

2. Build an Authentic Team Strategy

Stino’s team succeeded because he didn’t just hand them tools and say, “Figure it out.” Instead, he led by example, testing strategies himself before coaching his team.

His approach included:

• Bite-sized learning: He shared call recordings and demonstrated ROI conversations to ease his team into the process.

• Leveraging strengths: Stino segmented customer accounts based on his team members’ personalities. Customers who preferred quick, pragmatic discussions were matched with similarly pragmatic CSMs, while more relationship-driven clients were paired with bubbly, personable CSMs.

The takeaway? Success isn’t about forcing everyone to adopt the same approach—it’s about giving them the tools and freedom to thrive in their own way.

3. Balance Revenue Goals with Human Connection

One of the most refreshing parts of our conversation was Stino’s emphasis on the human touch in CS. In an age dominated by AI and automation, authenticity still wins.

Here’s what he does differently:

• Tailored messaging: Use automation for efficiency but ensure every email or outreach feels personal and relevant.

• Timely value sharing: Start every customer conversation with value metrics, like, “You’ve saved X dollars using our product this quarter. Could we reinvest that into expanding your team’s usage?”

• Long-term thinking: Understand your customers’ budget cycles and align your upsell conversations accordingly. Expanding accounts is a dance, not a sprint.

4. Shift Your Mindset: Revenue Focus Is Part of Traditional CS

Stino’s key insight? Revenue-focused strategies aren’t a separate initiative—they’re the natural evolution of Customer Success. Traditional metrics like NPS and churn are still important, but they now coexist with revenue goals.

“We’re not support teams anymore,” Stino shared. “We’re trusted advisors and business strategists.”

What Can You Do Today?

If you’re ready to take your CS strategy to the next level, start with these small but impactful actions:

• Audit your customers’ ROI using your product. Identify areas where you can drive additional value.

• Segment your customers by personality and engagement style.

• Build a simple playbook for your team that balances authenticity with strategic revenue goals.

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

Ready to RevUp Your CS Career?

If you’re interested in learning step-by-step how to align CS with revenue, check out my live coaching program, CSM RevUp Academy. Enrollment opens soon, and it’s your chance to master strategies like the ones discussed in this podcast.

Until next time, cheers to your CS journey!

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 success,

Anika