Why no one cares about CS (w/ Mallory Lee)
Tue Nov 25 2025
Most teams obsess over new business and ignore the people already paying them. That blind spot is killing retention, bloating acquisition costs, and making growth harder than it needs to be.
In this episode, Toni sits down with Mallory Lee, a three time VP of Revenue Operations, to unpack why Customer Success is still treated like an afterthought and why that mindset breaks companies over time.
(00:00) - Introduction
(02:35) - CS Teams are the Forgotten Child
(08:18) - The Customer Journey and Handoffs
(11:46) - Maintaining Customer Context
(22:02) - Product Usage Data and Signals
(26:30) - Building Trust Through Customer References
(32:17) - Identifying and Leveraging Power Users
(35:03) - Gamification and User Engagement
(38:14) - Systematizing Customer Loyalty
(42:38) - Financial Implications of Customer Retention
(44:24) - The Vicious Cycle of Churn
(51:31) - Final Thoughts
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Most teams obsess over new business and ignore the people already paying them. That blind spot is killing retention, bloating acquisition costs, and making growth harder than it needs to be. In this episode, Toni sits down with Mallory Lee, a three time VP of Revenue Operations, to unpack why Customer Success is still treated like an afterthought and why that mindset breaks companies over time. (00:00) - Introduction (02:35) - CS Teams are the Forgotten Child (08:18) - The Customer Journey and Handoffs (11:46) - Maintaining Customer Context (22:02) - Product Usage Data and Signals (26:30) - Building Trust Through Customer References (32:17) - Identifying and Leveraging Power Users (35:03) - Gamification and User Engagement (38:14) - Systematizing Customer Loyalty (42:38) - Financial Implications of Customer Retention (44:24) - The Vicious Cycle of Churn (51:31) - Final Thoughts