Michael Buccellato (https://www.linkedin.com/in/michael-buccellato-15419737/) is at LawGeex, where he runs manages the highest ARR clients.  

Michael starts talking about how he transitioned from Business development roles into post-sales success. Discussion ranges from:

•  Customer lifecycle Onboarding to renewal, and the differences from large company to startups. 
• Wearing multiple hats and knowing when to specialize vs generalize. 
• Molding implementation for lawyers and non-typical users. 
• Getting involved earlier, in presales,  with customers to ensure successful implementations. 
• Identifying different user types and understanding their challenges
• Decreasing Time to value to set up success for renewals
• Radical Transparency in the sales process to make sure there are no surprises. 
• Initiatives Michael is working on to change internal behavior changes. 

Lots more from someone deep in the trenches working with customers every day.