From Developer to $1M/Year Revenue: How He Built a Global Team & Saved Lives with Software
Release Date: 05/27/2025
He Leads Global CX With AI (How He Drives Continuous Value at Scale)
Beyond The Support Queue
How Does a Global CX Leader Build Continuous Value with AI? In this episode, we sit down with Durga Prasad, Senior Director of Customer Success at Cast Software. He shares how his team drives long-term customer value, blends automation with personalized connection, and influences product roadmaps—all while scaling a global CS operation. With roots in engineering and a deep focus on customer outcomes, Durga reveals the frameworks behind continuous value creation, high-retention onboarding, and data-powered success strategies. 🔑 Key Insights from This Episode ✅ Continuous value creation...
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From Strategy to Scale: How AI Supercharged Customer Success at Bloomreach
Beyond The Support Queue
Simon Farthing scaled customer experience across 1400+ global brands at Bloomreach — and in this episode, he breaks down how AI is transforming everything from feedback loops to customer retention. We dive into: What AI tools actually drive CX results Why human sentiment still matters more than machine learning And how you can lead a future-proof CS org that actually grows revenue 🔑 Key Insights from This Episode 💡 Real-Time Customer Feedback Loops Why AI-powered tooling like Staircase helps CS teams synthesize thousands of conversations — and act in minutes, not weeks. 📈 The AI...
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She Scales Global CX Teams & Influencer Tech: How Taylor Rodriguez Drives Growth at Tracker
Beyond The Support Queue
Ever wonder how top SaaS leaders keep global support teams connected and deliver world-class customer experiences while scaling fast? In this episode of Beyond the Support Queue, we sit down with Taylor Rodriguez, Global VP of Customer Experience at Tracker, to uncover how she’s led support transformation at a global marketing tech company powering enterprise influencer programs. Taylor shares how her team handles a 50% YoY spike in support tickets, why CX metrics like NPS and CSAT aren’t enough anymore, and what most CX leaders get wrong about AI. From escalation systems to...
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From Developer to $3M/Year Customer Success Director (AI Transformed His Career)
Beyond The Support Queue
In this eye-opening episode, we talk with Suhas, a Director of Customer Success who shares his remarkable journey from developer to leading customer experience at CleverTap. 🔥 Looking to transform your customer experience strategy with AI? Connect with Suhas on LinkedIn: Suhas reveals how his technical background gives him a unique advantage in the customer success world, the outdated metrics still plaguing the industry, and how AI is revolutionizing customer experience in 2025. Suhas offers invaluable insights on creating meaningful feedback loops and implementing AI-powered automation...
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She Makes $1M/Year with AI-Powered Writing (NYT & Vanity Fair Alum Reveals All)
Beyond The Support Queue
Ready to transform your communication and boost productivity with AI? In this episode of Inside the Workflow, we chat with Erica, Chief Customer Officer at Storytell.ai, about how her writing expertise and AI vision are helping create more authentic workplace communications. 🔥 Join Erica's Humane Tech meetup in Silicon Valley and explore how technology can support humanity. Learn more at storytell.ai Erica shares her journey from teaching writing at NYU and publishing in The New York Times and Vanity Fair to becoming the visionary behind "clean communication," a framework that fosters...
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How He Built a $3M/Year Revenue Machine with Data Insights ($20M Exit Playbook)
Beyond The Support Queue
In this episode, we dive deep with Akhil Agarwal, SVP of Customer Success at InfoCepts, who shares how he transforms raw data into actionable business intelligence that drives real revenue growth. With 20+ years of experience leading global teams and advising C-suite executives, Akhil reveals his proven framework for turning data analytics into measurable business outcomes. 🔗 Ready to maximize the value of your business data? Book a free consultation with Akhil Akhil shares his journey from technical roles to leading 1,500+ professionals across three continents, and how he developed his...
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How He Built a $30M+ Donor Platform from Scratch (Nonprofit Tech CEO's Playbook)
Beyond The Support Queue
In this episode, we dive deep with Todd Baylis, Chief Customer Officer at Bloomerang and founder of QGIV, who reveals how he transformed his "do anything anyone would pay for" college side hustle into a leading nonprofit fundraising platform that ultimately merged with Bloomerang to create a comprehensive donor management solution. Todd shares his journey from nonprofit volunteer to tech founder, and how he's building a unified platform that solves the fragmented technology challenges nonprofits face when managing donor relationships. 🔗 Ready to transform your nonprofit's fundraising...
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How He Built a $5M SaaS Company in the Customer Success Space (12-Year Growth Strategy)
Beyond The Support Queue
In this episode, we sit down with Dave Blanke, Founder and CEO of ClientSuccess, who reveals how he transformed his experience at Adobe and Omniture into a thriving SaaS platform that's revolutionizing customer retention. Dave shares his journey from managing strategic accounts for tech giants like Apple and Microsoft to building a customer success platform that's driving acquisitions and leading the AI revolution in the CS space. 🔗 Ready to transform your customer success strategy? Connect with Dave and the ClientSuccess team Dave takes us behind the scenes of his company's bold M&A...
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How He Scaled Customer Success to $6M Per Head (Global CS Leader's Playbook)
Beyond The Support Queue
In this episode, we dive deep with Luke Ferrell, Global Head of Customer Success at Deel, who reveals how he transformed his military intelligence background into a customer success career that's driving measurable revenue growth. Luke shares his journey from Qualtrics to Outreach to Deel, and how he's built scalable CS programs that directly impact both retention and expansion. 🔗 Looking to optimize your customer success strategy? Connect with Luke and the Deel team Luke takes us behind the scenes of his unique "Golden Deel" framework that incentivizes CSMs to drive specific customer...
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How He Built an 8-Figure SaaS Customer Experience Empire (40-Point NPS Increase)
Beyond The Support Queue
In this episode, we dive deep with Philippe Mesritz, Fractional Chief Customer Officer and 2-time CX Leader of the Year finalist, who reveals his proven framework for transforming customer experience and boosting retention in SaaS organizations. Philippe shares his unique journey from running text-based game servers to leading global customer success teams, and how his "transparency, clarity, and vision" triumvirate has helped him build high-performing teams that consistently exceed customer expectations. 🔗 Ready to transform your customer experience strategy? Connect with Philippe on...
info_outlineHow do you scale a tech team across multiple time zones while maintaining high reliability when lives are on the line?
In this episode, we sit down with Arturo Suarez-Martin, Senior Director of Customer Success and GM at PagerDuty Chile, who reveals how he transformed his career from developer to customer success leader.
🔥 Looking to optimize your customer support operations? Connect with Arturo for expert guidance
Arturo shares his journey from building critical telecommunications infrastructure that powered 911 systems to leading global customer success teams.
He offers invaluable insights on creating diverse teams, adapting to different communication styles, and leveraging AI to eliminate repetitive tasks.
🔑 Key Insights from This Episode:
🌍 Building high-performing global teams through diversity of thought, age, and background
🚨 The mindset shift that happens when you realize your software literally saves lives
🔄 How curiosity and understanding "how things work" creates career versatility
📱 Adapting to different communication styles across generations and cultures
⚖️ Creating work-life boundaries when working remotely to prevent burnout
🤖 How AI is transforming customer support by eliminating repetitive tasks
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