Treating Customer Success as a “cost center” keeps us boxed in, and that couldn’t be further from the truth. A happy customer might stick around, but a confident customer becomes a powerful advocate. Where peer recommendations often outweigh marketing, shifting your focus to building that confidence unlocks real growth.
I’ve seen it firsthand: a $50k six-month pilot grew into a six-figure relationship within two years, with my contact promoted twice and leading a brand-new team—a clear example that investing in their success multiplies yours.
So, what's the secret? It’s not just about a great product. True value comes from going deeper. ROI is a given—without it, everything else falls flat. One of the most impactful strategies I’ve seen is helping customers map out their business processes and then showing exactly where and how your product plugs in. It adds value and builds a change management plan that drives adoption and expansion.
Getting in the trenches earns trust—and that’s what turns a contact into a champion when the stakes are high.
Without this shift, you’re always reactive, and one step behind critical decisions. Champions give you more angles, better visibility, and stronger long-term positioning. Advocacy isn’t just a Customer Success job—it’s a full-team effort. Marketing educates, Sales smooths the path, Product delivers reliability, and Customer Success drives trust.
When every team is “customer first,” renewals become just the beginning, and advocacy becomes your most powerful engine for growth.
