RevOps is more than a back-office function. It is a game-changer for sales operations, account management, and long-term revenue growth.

Alex Raymond sits down with Katherine Nino, the head of global revenue operations at Makosi, to talk about how RevOps goes beyond traditional sales enablement and shapes the entire customer lifecycle. They discuss the power of client health scores, how data-driven insights help account managers stay ahead of churn, and why a culture shift around risk and collaboration is essential.

Katherine shares her approach to building a health score model that cuts through data overload and makes it easier for teams to focus on relationships. She also challenges outdated views on sales handoffs, training, and accountability, making the case for a more connected approach to retention and growth.

Join Alex and Katherine’s discussion to discover a clear roadmap for leveraging RevOps to improve client satisfaction, reduce churn, and drive sustainable revenue growth.

Episode Breakdown:

00:00 Introduction

01:53 What is RevOps?

03:07 Strategy and Transformation

05:05 Data Structure and Reporting

08:20 Evolution of RevOps

10:10 Orchestration and Collaboration in RevOps

14:42 Building a Client Health Model

18:39 Proactive Client Management

20:01 Developing and Testing the Health Model

24:00 Implementation and Success of the Health Model

27:31 Role of Account Managers in Using the Health Model

32:10 Improving Data Quality and Compliance

38:08 Mindset Shift for Account Managers

42:52 Regular Data Hygiene Practices

44:03 Importance of Training and Development for Account Managers

Links

Connect with Katherine Nino:

LinkedIn: https://www.linkedin.com/in/jkatherinenino/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share why the smartest businesses focus on keeping customers for five years and how the right strategy can turn retention into a competitive advantage.

In this episode, Bob breaks down the 5-Year Customer Model and explains why high churn is often a sign of deeper problems. Are companies setting themselves up for long-term success, or are they still stuck in outdated sales-driven models? Bob challenges leaders to rethink how they structure teams, run QBRs, and measure success. Instead of leaving retention to customer success teams alone, he lays out a case for making it a company-wide effort.

Bob and Alex’s discussion is a must-listen for account managers and business leaders ready to move beyond quick wins and start playing the long game.

Episode Breakdown:

00:00 Introduction

02:08 Bob Mathers’ Journey to Customer Success

04:52 The 5-Year Customer Model

05:03 Frustration with Customer Success Conversations

06:06 Shift from On-Prem to SaaS Models

08:10 The Burden of Generating Value

09:09 The Role of Customer Success in Long-Term Retention

11:35 The Role of Customer Success Managers

14:48 The North Star Goal: Five-Year Customer Retention

17:04 Ideal Customer Profile and Marketing Alignment

20:03 Commitment to Long-Term Goals

21:08 The Role of the CEO in Driving Change

22:02 Single-Digit Incremental Improvements vs. Mindset Shift

25:09 Core Functions, Behaviors, and KPIs

26:46 The Role of Data in Customer Success

27:18 Is a 5-Year Customer Good Enough?

28:06 The Role of the Chief Customer Officer

29:00 The Future of Customer Success and CCOs

32:32 The Role of Product in Customer Success

35:05 Optimal Structure for Customer Success Teams

39:48 Closing

Links

Connect with Bob Mathers:

LinkedIn: https://www.linkedin.com/in/bmathers/

Website: https://bobmathers.ca/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

Customer success is at a crossroads. Does it need a complete rebrand? A new strategy? A bigger role in driving revenue?

In this episode, Alex Raymond talks with Rav Dhaliwal, a veteran in customer success and account management, about what’s working, what’s broken, and what needs to change. Rav shares why customer success teams struggle to define their own value and how that disconnect affects both customers and company growth.

One of the biggest challenges? The divide between sales and customer success. Both teams focus on helping customers see value, yet outdated structures keep them working in isolation. Rav explains why shared goals and incentives could create stronger results for everyone.

Rav also questions whether the term “customer success” still makes sense. Is it time to rethink the function entirely? Should it evolve into something bigger? If customer success is truly a competitive advantage, leaders need to stop treating it as an afterthought.

This episode pushes past buzzwords and into the real conversations happening inside companies today. If you’d like to know where customer success is headed, this is one you don’t want to miss.

Episode Breakdown:

00:00 Introduction

01:55 Rav’s Career Journey and Insights

02:57 The Evolution of Customer Success

06:19 Linking Customer Success to Revenue

08:17 Incentives and Organizational Alignment

09:11 Misconceptions About Customer Success

10:09 The Need to Retire the Term “Customer Success”

13:05 The Future of Customer Success

15:26 Customer Success and Revenue Ownership

19:30 Organizational Design: CCO vs. CRO

22:39 Skepticism About the CCO Role

25:05 The Importance of a CCO in Complex Organizations

29:40 Typical Friction Points in Alignment

35:04 The Competitive Advantage of Great Customer Success

37:04 Integrating CS into the Sales Process

42:15 Growing the Deal with CS Involvement

Links

Connect with Rav Dhaliwal:

LinkedIn: https://www.linkedin.com/in/ravinderdhaliwal/

Medium: https://ravsterd.medium.com/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm