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Customer Success Isn’t a Department...It’s the Whole Company with Christine Lawther

Customer Success Isn’t a Department...It’s the Whole Company with Christine Lawther

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In this episode of The Growth Signal, Alyssa Nolte sits down with Christine Lawther to challenge the traditional role of Customer Success. Together, they explore why retention can’t be owned by one team and how companies need to reframe CS as a company-wide operating system. Christine shares her perspective on internal misalignment, the emotional drivers behind B2B buying decisions, and what it really takes to create customer value. This is a conversation for anyone tired of seeing CS play defense in a game that should be won company-wide.

Key Takeaways:

  • Retention isn’t a CS problem...it’s a signal that something is broken across the org.
  • Customer loyalty is emotional first, logical second. Ignore that at your own risk.
  • The most strategic CS leaders are bilingual, fluent in both business outcomes and human behavior.

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