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In this episode of the Force & Friction podcast, we're joined by Lorenzo Serva, Senior Manager of Customer Success at Dynatrace and recognised as the APAC CSM of the Year. With over a decade of experience leading CS teams across Australia, New Zealand, ASEAN, and India, Lorenzo shares his expert insights on one of the most critical and often broken processes in SaaS: the handoff from sales to customer success. We explore why this handoff is so prone to failure, the unique challenges and opportunities in the APAC region, and the non-negotiables for building a high-performing, customer-centric CS team.

Here are the core areas we discuss in today's episode:

1. The Broken Sales-to-CS Handoff: A Crisis of Fragmentation and Misalignment

2. The Partner Ecosystem: A Double-Edged Sword in the APAC Handoff

3. Beyond the Playbook: Adapting CS Strategies for the Diverse APAC Market

4. From Hope to Certainty: The Power of Data-Driven CS Leadership

5. The Blueprint for a High-Performing CS Team: Alignment and a Customer-Centric Journey

Final Thoughts:

Lorenzo Serva's insights provide a powerful roadmap for any organization looking to elevate its customer success function. His emphasis on fixing the foundational sales-to-CS handoff, adapting to diverse market dynamics, leveraging data for proactive engagement, and building a truly aligned and customer-centric team are essential principles for success in the modern SaaS landscape.
In a world of recurring revenue, the conversation doesn't end at the sale, it evolves. As Lorenzo makes clear, a high-performing CS team is the engine that drives that evolution, ensuring sustainable growth and long-term customer relationships.

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