Скачать или смотреть The Art of the Scale: Building a Customer Success Growth Engine Ft Rob Zambito & Rijuta Bhagwat 

"Don't optimize for experience" — a controversial but deeply insightful perspective from Rob Zambito that kicks off this honest, energizing conversation about what it really takes to build customer success from the ground up.

In this episode of the Customer Thrive Zone, host Rijuta Bhagwat sits down with Rob Zambito — a three-time CS leader, founder of Success Scaled Consulting, and co-host of the Daily Standup podcast. Together, they unpack the art (and science) of scaling CS teams, the reality of early-stage hiring, and how to navigate the chaos of multiple expectations in a growing company. From surfing analogies to Planet Fitness adventures, Rob brings wisdom, warmth, and a touch of humor to every point.

They explore the five CS personas, how to avoid letting your customers “feel your org chart,” and what it really means to tie customer success to revenue without turning into a salesperson. Whether you’re a startup founder, a CS leader, or just someone who loves a good story about grit, growth, and gym loyalty, this one’s for you.

(customer success strategy, customer retention, customer onboarding, customer experience, scaling saas, cs growth engine, proactive customer success, customer expansion)

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