First time Customer Success Leader to a Revenue Leader

Being a Customer Success Pro means balancing customer outcomes with business growth. But Customer Success is not a destination—it’s a journey, and today’s episode will help you develop a revenue-driven approach while maintaining strong customer relationships.

In this episode of the Customer Success Pro Podcast, I sit down with Stino, Head of Customer Success at Whale.io, to discuss the shifting role of CS in SaaS and why revenue ownership is becoming a key priority.

We explore his transition from tax attorney to CS leader, the mindset shift required for revenue-driven CS, and practical strategies for achieving customer outcomes while driving business growth. If you’re a CSM or CS leader looking to boost your revenue skills and leadership potential, this episode is packed with actionable insights to help you succeed.

The Shift to Revenue-Focused Customer Success Leadership 

Customer Success is evolving, and more companies are requiring CS leaders to take a revenue-driven approach. Stino shares how Whale.io has built a CS function that directly contributes to business growth.

How to Shift to Revenue-Focused CS: 

📌 Understand the link between retention & revenue – Churn reduction and expansion opportunities are core business drivers.

📌 Adopt a commercial mindset – CS professionals should be comfortable discussing revenue impact, upsells, and renewals.

📌 Balance authenticity with business goals – Customer trust is still the foundation, but a CS leader must also advocate for the business’s success.

Pro Tip: If you want to grow in CS leadership, start thinking beyond customer retention—learn how to impact revenue growth directly.

Key Strategies for Transitioning to Revenue Leadership 

If you’re in Customer Success and want to develop revenue-focused leadership skills, Stino shares practical strategies to make that shift.

How to Develop Revenue Leadership Skills in CS: 

✔ Learn financial metrics – Understand MRR (Monthly Recurring Revenue), NRR (Net Revenue Retention), and expansion ARR.

✔ Build stronger cross-functional relationships – Work closely with Sales, Finance, and Product teams to drive customer outcomes.

✔ Practice commercial conversations – Get comfortable discussing ROI, budget cycles, and expansion opportunities with customers.

Pro Tip: Revenue responsibility doesn’t mean aggressive selling—it means ensuring customers see value and naturally expand their relationship with your company.

Understanding Customer Personalities to Drive Better Results 

One of the biggest skills CSMs can develop is understanding customer personalities and decision-making styles. Stino explains why adapting your approach based on customer behavior is key to success.

How to Work with Different Customer Personalities: 

📌 Data-Driven Customers – Provide metrics, analytics, and proof of value to reinforce business impact.

📌 Relationship-Oriented Customers – Focus on building trust and personal connections before diving into renewals.

📌 Time-Constrained Customers – Get straight to the point—deliver quick insights and action steps.

Pro Tip: Adapt your communication style based on the customer’s personality to build stronger relationships and increase retention.

Navigating Budget Cycles & Economic Constraints 

Economic downturns and budget constraints make customer retention and revenue expansion more challenging. Stino and I discuss how to navigate these challenges effectively.

How to Overcome Budget & Economic Constraints: 

📌 Focus on ROI & Business Impact – Show how your product helps customers cut costs or drive revenue.

📌 Offer flexible solutions – Create custom success plans that align with customer priorities.

📌 Stay proactive – Engage customers well before renewal time to prevent budget surprises.

Pro Tip: Economic downturns don’t mean lost business—customers who see your product as essential will keep investing.

The Evolving Role of Customer Success 

Customer Success is no longer just about retention—it’s about driving business growth. Stino and I discuss how CSMs must evolve to stay competitive in the SaaS industry.

Key Trends in the Future of CS: 

✔ CS will own more revenue responsibilities – Renewals and expansions will become a core part of the CSM role.

✔ Automation will support, not replace, CS – Digital tools will help scale CS efforts, but human relationships remain critical.

✔ Strategic advisory roles will increase – CSMs will become business consultants who help customers maximize ROI.

Pro Tip: CSMs who develop strategic and commercial skills will have the best career growth opportunities.

Listen Now & Master Revenue-Focused Customer Success 

This episode with Stino from Whale.io is a must-listen for CSMs, CS leaders, and anyone looking to build a revenue-focused, customer-first strategy.

🎧 Listen on your favorite platform: 

🔹 YouTube

🔹 Spotify

🔹 Apple Podcasts

Want to take your CS career to the next level? 

✅ CSM RevUP Academy – My coaching program for ambitious CS professionals.

✅ AI Guidebook for CS – Learn how to use AI for smarter Customer Success strategies.

🚀 Bonus: Want to win a FREE pair of AirPods Pro? 

Sign up for a Vitally demo here: vitally.io/cspro

Connect with Us 

📌 Follow Stino: LinkedIn | Podcast: We F**ked Up So You Don’t Have To

📌 Follow Anika Zubair: LinkedIn | YouTube | TikTok | Website