In this episode of Onboarding Therapy, Kim and Shareil are joined by Grant, Head of Sales at Arrows, for a candid discussion about the unique dynamics between sales and customer success teams—and why their differences actually make organizations stronger.

Highlights from the Episode:

• Different Personalities, Different Roles: Explore why certain personalities gravitate towards sales vs. CS, and how these differences benefit customers.
• The End-of-Month Reality: Grant shares an honest perspective on quota pressure and how it impacts both teams.
• Building Customer Trust: Learn how early CS involvement in sales can transform skeptical prospects into confident customers.
• Managing Team Dynamics: Practical insights on handling expectation mismatches and maintaining professional unity.

Whether you're in sales or customer success, this episode offers refreshing insights on how different teams can work better together while staying true to their unique strengths.

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In this episode of Onboarding Therapy, Kim and Shareil talk with Matthew Ruxton about his journey from implementation specialist to RevOps leader, challenging common misconceptions about customer onboarding along the way.

Highlights from the Episode:

• The Overwhelm Myth: Matthew challenges the common fear of overwhelming customers and explains why under-preparing is the real risk.
• Building Scalable Processes: Learn why having a prescriptive onboarding road is crucial, and how to balance structure with flexibility.
• Starting Onboarding Earlier: Discover why successful onboarding begins during the sales process and how to make that transition smooth.
• CRM as Your Secret Weapon: Matthew shares how bringing implementation into your CRM transforms team adoption and customer handoffs.

Whether you're an implementation manager looking to scale your processes or a RevOps leader trying to improve customer handoffs, this episode offers practical insights on building onboarding that actually works.

Key Resources:

• Follow Matthew Ruxton on LinkedIn
• Learn more about Arrows

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In this episode of Onboarding Therapy, Kim and Shareil sit down with Daphne Costa Lopes, Global Director for Strategic Accounts at HubSpot, to explore how AI is reshaping customer success—and why now is the time for teams to adapt.

Highlights from the Episode:

• Why Customer Success Teams Can’t Ignore AI: Daphne explains the risks of falling behind and the opportunities AI offers to forward-thinking teams.
• Practical Use Cases for AI in CS: From summarizing calls to enabling better strategic conversations, learn how CSMs can leverage AI today.
• Overcoming AI Hesitation: Explore why many CS teams are resistant to AI adoption and how leaders can shift the mindset.
• Career Growth in the AI Era: Daphne shares actionable career advice for CSMs looking to excel in an AI-driven industry.

Whether you're a customer success leader or a CSM trying to navigate the evolving landscape, this episode is packed with actionable insights on how AI can empower teams and individuals.

Key Resources:

• Follow Daphne Costa Lopes on LinkedIn
• Check out Daphne's newsletter and podcast: This is Growth
• AI Tools Mentioned: Agency and Hook

👉 Don’t forget to subscribe for more actionable insights and strategies for onboarding and customer success!