In July’s meetup the headline topic was, ‘Customer Success A Growth Engine, Not A Cost Centre.

Whilst everyone in attendance was already very much an advocate of Customer Success as a Growth Engine, what had come out of previous sessions was that some Customer Success Managers had senior stakeholders who often saw Customer Success as a cost rather than a revenue driver.

How to emphasise to stakeholders Customer Success is a Growth Engine?

We discussed how Customer Success teams typically own four of the key Growth engines within a business. REAP (Retention, Expansion, Advocacy, Progression). How quantitative metrics can help emphasise value as well as accumulative totals such as CS generated revenue, year to date can help articulate value over cost.

We also discussed where many successful start-ups and businesses had attributed a lot of their success down to their Customer Success function, such as this comment by the founder of EchoSign which went on to be acquired by Adobe.

“Customer Success is where 90% of the Revenue is” – Jason Lemkin – Co-Founder EchoSign

Gaining Access to Customer Decision Makers

We also had a open discussion around Gaining Access to Customer Decision Makers led by Tanya Goode. Lots of great ideas from researching company structures to meeting at industry specific events.

July 2025 Meetup Slides

July’s meetup was largely around Growth but also covered other topics such as Gaining Access to Customer Decision Makers.