Monetizing Customer Success: Transforming the Customer Journey ft. Santosh Sahoo

The Revenue Lounge Podcast - Season 3 Episode 31 ft. Santosh Sahoo, Global Leader, Consumption Selling at Mulesoft

Podcast Details:

Episode Details:

As businesses increasingly shift towards subscription models, the role of customer success has evolved into a pivotal component of not only keeping customers engaged but also unlocking new revenue opportunities. Monetizing customer success has become a key strategy, turning the customer journey into a sustainable revenue stream through productized offerings, tiered success plans, and proactive value delivery.

This episode dives deep into what it takes to transform customer success into a powerful revenue engine. We will unpack actionable strategies and best practices to help you monetize your customer success efforts and maximize the value you deliver to your customers.

And joining us today is Santosh Sahoo. Santosh is the Global Leader of Consumption Selling at Mulesoft. Santosh is a technology leader with over 20 years of experience in sales, customer success, professional services and engineering. He is currently leading global customer success teams for Mulesoft’s automation and Retail and Consumer Goods Operating Units.

Let's hear it from Santosh!

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Chapters

00:00 The Evolution of Customer Success in Revenue Models
03:03 Transitioning to Consumption-Based Pricing
05:59 Challenges in Adopting Consumption Models
09:00 Customer Perspectives on Consumption Pricing
12:01 Sales Team Dynamics in a New Model
15:01 Customer Success Management in Consumption Models
18:01 Tiered Success Packages and Their Importance
27:28 Understanding Customer Journey and Sales Dynamics
28:31 Measuring Success: Consumption and Success Packages
32:47 Executive Sponsorship and Alignment for Consumption Models
37:08 Challenges in Customer Engagement and Feedback
42:05 Advice for Transitioning to Consumption-Based Models
46:16 Future of Consumption-Based Pricing Models