In this episode, co-host Mark Petruzzi welcomes Jack Zimnavoda, Head of Customer Success at Insightful. Jack shares how modern B2B SaaS organizations can turn customer success from a support function into a true driver of revenue and retention.

Together, they explore what it takes to align CS with sales, marketing, and product—without creating channel conflict. Jack reveals how predictive AI, smart segmentation, and aligned incentives can turn expansion into a scalable and proactive motion.

What You’ll Learn

• Customer Success as a Revenue Driver: Jack explains how to reframe CS from a cost center to a growth engine—through structure, ownership, and incentives.
• Avoiding Channel Conflict: Learn how clearly defined swim lanes, compensation clarity, and collaboration between CS and Sales create harmony and momentum.
• Building a Scalable CS Model: From white-glove enterprise accounts to hybrid-touch models, Jack outlines how to maintain personalized value delivery at scale.
• Metrics That Matter: Understand the importance of net retention, lifetime value, and how CS teams can build pipelines and forecast revenue just like Sales.
• AI + Customer Health: Hear how Jack uses predictive AI to monitor product usage, signal risk, and surface expansion opportunities at scale.

Key Topics

• Structuring CS to own post-sale revenue
• Aligning CS, Sales, Marketing, and Product
• Channel conflict: where it happens and how to prevent it
• Using AI in CS forecasting and health scoring
• Segmenting your customer base to drive upsell plays
• Scaling without losing the human touch
• How to hire for commercial CSMs (hint: curiosity and creativity)

Guest Spotlight: Jack Zimnavoda

Jack is Head of Customer Success at Insightful, where he leads a global team focused on retention, adoption, and expansion. With over a decade of experience in B2B SaaS, Jack has helped transform CS into a proactive, commercial function that partners across the go-to-market org to drive real business outcomes.

Resources & Mentions:

• Book: The Seven Pillars of Customer Success by Wayne McCulloch
• Podcast Mention: This is Growth by Daphne Costa Lopes
• Tool: Vitally – CS platform used by Insightful

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See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, co-hosts Mark Petruzzi and KK Anderson welcome back their friend and former Selling the Cloud host, Cathy Minter, now CEO of Wisdom.io. Cathy brings her deep go-to-market expertise to a timely conversation on what it really takes to scale in today’s fast-changing SaaS environment.

Together, they explore why the traditional, siloed approach to sales, marketing, and customer success no longer works—and why a unified CRO model is becoming essential for growth-minded organizations.

What You’ll Learn

• Why a Unified CRO Model Works
• Discover the strategic advantages of aligning sales, marketing, and customer success under one revenue leader and when it doesn’t make sense.
• The Death of Departmental Silos
• Learn how shifting buyer behavior, faster sales cycles, and AI-driven insights demand end-to-end alignment across the customer journey.
• Data Fluency as a CRO Superpower
• Cathy shares why today’s CROs must think like data scientists and psychologists and how that’s changing the role forever.
• From Chaos to Clarity: Leading Through Change
• Practical advice for CROs navigating organizational chaos, short tenures, and constant pivots. Hint: Start with what you can change tomorrow.
• AI as Your New Intern
• Hear how Cathy leverages AI to supercharge research, prep, and forecasting—freeing up time to do what matters most: build trust and close deals.

Key Topics

• The evolution of the modern CRO
• Aligning KPIs across sales, marketing, and success
• Why boards have resisted the unified model and how to change their minds
• The impact of AI on seller productivity and buyer behavior
• Building trust in a late-stage, digitally empowered buying process
• Practical tips for early wins in your first 90 days as a CRO

Guest Spotlight: Cathy Minter

Cathy is the CEO of Wisdom.io and a proven go-to-market executive with a track record of scaling high-growth SaaS businesses. She has led world-class sales, marketing, and customer success teams and now shares her playbook for building modern, aligned revenue organizations.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, co-hosts Mark Petruzzi and KK Anderson welcome back their friend and former Selling the Cloud host, Cathy Minter, now CEO of Wisdom.io. Cathy brings her deep go-to-market expertise to a timely conversation on what it really takes to scale in today’s fast-changing SaaS environment.

Together, they explore why the traditional, siloed approach to sales, marketing, and customer success no longer works—and why a unified CRO model is becoming essential for growth-minded organizations.

What You’ll Learn

• Why a Unified CRO Model Works
• Discover the strategic advantages of aligning sales, marketing, and customer success under one revenue leader and when it doesn’t make sense.
• The Death of Departmental Silos
• Learn how shifting buyer behavior, faster sales cycles, and AI-driven insights demand end-to-end alignment across the customer journey.
• Data Fluency as a CRO Superpower
• Cathy shares why today’s CROs must think like data scientists and psychologists and how that’s changing the role forever.
• From Chaos to Clarity: Leading Through Change
• Practical advice for CROs navigating organizational chaos, short tenures, and constant pivots. Hint: Start with what you can change tomorrow.
• AI as Your New Intern
• Hear how Cathy leverages AI to supercharge research, prep, and forecasting—freeing up time to do what matters most: build trust and close deals.

Key Topics

• The evolution of the modern CRO
• Aligning KPIs across sales, marketing, and success
• Why boards have resisted the unified model and how to change their minds
• The impact of AI on seller productivity and buyer behavior
• Building trust in a late-stage, digitally empowered buying process
• Practical tips for early wins in your first 90 days as a CRO

Guest Spotlight: Cathy Minter

Cathy is the CEO of Wisdom.io and a proven go-to-market executive with a track record of scaling high-growth SaaS businesses. She has led world-class sales, marketing, and customer success teams and now shares her playbook for building modern, aligned revenue organizations.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.