A deep dive into the future of customer success, this episode explores how companies can drive retention and growth while cutting costs. Thomas Lah (TSIA) and Michael Harnum (ESG Success) unpack the rise of “Customer Success as a Service,” sharing how outsourcing, AI, and smarter operating models are helping organizations scale impact without adding headcount. If you’re looking to prove ROI and turn customer success into a true revenue driver, this conversation is a must-listen.