Customer Success: Why it’s the New Sales Frontier


Trish BertuzziFounder/CEO at The Bridge Group

Natalie SeverinoVP Marketing at

Moderator: Scott Barker – Head of Partnerships at Sales Hacker

Back in 2014 HBR reported that “acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing one.” Things haven’t changed much since then. High-growth companies still look at reducing churn and further penetrating accounts as key sources of topline growth. However, many companies still think of the Customer Success organization as a support team and not a sales team.

In this webinar, Trish Bertuzzi, CEO of The Bridge Group, Inc., and Natalie Severino, VP Marketing at discussed how customer success (CS) and customer experience (CX) are the new frontiers of company growth. They’ve demonstrated how the CS team can impact incremental revenue by running amazing upsell or cross-sell plays as well as ensuring businesses deliver top-of-the-line CX. They also described best practices in onboarding, training, measuring, and compensating CS reps.

What You’ll Learn:

  • How the math behind customer acquisition makes retention more valuable
  • The key elements of the post-sale customer experience
  • What successful handoffs between sales reps and customer success look like
  • How not investing in the sales skills of your CS team is costing you revenue

Watch it here

Before helping found GTMfund, Scott spent 4 years at Outreach as Director of Strategic Engagement. He was in charge of aligning key relationships with VCs, BoDs, ecosystem partners and community members to drive revenue and strategic initiatives across Outreach. Scott initially ran revenue/partnerships for Sales Hacker (which was acquired by Outreach in 2018). Prior to Sales Hacker, he led and built outbound Business Development teams at Payfirma and MediaValet. Scott also advises for a number of high growth start-ups and is the host/author of The GTM Podcast and The GTM Newsletter. At GTMfund, Scott leads all fundraising efforts and runs the media arm of the firm. He’s also responsible for assessing investments, team management, LP/community relationships and GTM support for founders.

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