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Episode 56: Customer Success on Borrowed Time: Why Revenue is the Only Lifeline
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Customer success used to thrive on easy capital and organic expansion. But in today’s market, that model is running out of runway. If CS isn’t tied to revenue, it’s on borrowed time. In this episode, Justin Strackany - employee #1 at SecureLink who scaled the company to $50M ARR and three exits - makes the case for why post-sales must evolve into a true growth function. He and Alex Raymond discuss what it means to measure CS on NRR, how to split roles between AMs and CSMs, and why strategic account management is the skill that will separate survivors from those left behind.
From AI-enabled automation of low-value accounts, to white-space scoring and executive sponsorship for top-tier customers, Justin shares the playbook he used to turn customer success into a revenue engine. He also outlines what companies must change in their org design, hiring, and training if they want CS to remain relevant.
For account managers and CS leaders, this conversation is both a warning and a roadmap: adapt your skills, claim revenue, and redefine your role, or risk becoming obsolete.
Episode Breakdown:
00:00 Why Account Managers Drive Business Growth
02:00 Should Customer Success Own Revenue?
06:22 Why CSMs Resist Revenue Accountability
10:27 The Future of CS and Account Management in the AI Era
12:23 Scaling SecureLink from Startup to $50M ARR
18:26 Lessons from Private Equity on NRR and Growth
25:48 Strategic Account Management in the Age of AI
32:05 Redefining CS and AM as the Growth Department
39:31 Roadmap for CSMs to Stay Relevant
Connect with Justin Strackany:
Connect with Alex Raymond:
Podcast production and show notes provided by HiveCast.fm
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