From Systems of Record to Systems of Action: AI Agents and the Future of CS with Prem Parameswaran

The Next Sale: Why Growth After the Deal Is Harder Than You Think with David Karp

Growth after the sale isn’t automatic. In fact, it’s often harder than winning the first deal. In this episode of Expand, David Karp (Chief Customer Officer at Disco) breaks down why post-sale growth fails — and what actually drives expansion inside real organizations. We discuss: * Why trust comes down to promises made vs promises kept * Why retention is not a support problem * How product shapes the ability to deliver value * What most teams miss about change management after the sale * And why “post-sale” should really be called next sale If you’re responsible for growth, this episode will change how you think about what happens after “closed-won.”

Community as a Growth Engine with Erica Kuhl

Community is not just a place for support. It’s one of the most underused expansion engines in SaaS. In this episode of Expand, Erica Kuhl (EVP & GM at Gainsight, former Salesforce community leader) breaks down how community actually drives retention, adoption, and revenue growth. We cover: * Why customers trust each other more than brands * How community creates expansion signals * Where community should sit in an organization * The biggest mistake companies make when launching community * How AI is changing community and learning ecosystems If you’re building Customer Success, product, or growth motions, this episode will change how you think about community.

From Systems of Record to Systems of Action: AI Agents and the Future of CS with Prem Parameswaran

CRMs were built to store data. AI agents are built to act on it. In this episode of Expand, Prem Parameswaran, CTO at Gainsight, explains what that shift means for Customer Success and why the companies winning with agents aren't waiting for perfect technology. We discuss: Why traditional SaaS created rigid, lossy systems and how AI breaks that. The infrastructure most CS teams are missing before they scale. How to know if your org is actually ready for agents. Why people and process beat technology every time. What CS will look like as a measurable, mechanized discipline. For CS leaders and founders who want to understand where the function is heading and how to get ahead of it.

The Sale Never Ends: Rethinking Post-Sale Growth with Rav Dhaliwal

Many companies believe the work is done once the deal is closed. From an investor’s perspective, that’s where the real work begins. In this episode of Expand, Rav Dhaliwal shares what he consistently sees SaaS companies get wrong after the sale — and what strong post-sale execution actually looks like. We discuss: * The most common mistake companies make after closing a deal * Why CSAT and NPS can hide deeper problems * What investors look for in early-stage post-sale execution * Why revenue should be viewed as a continuous motion * How AI is changing churn prediction and onboarding A practical conversation for founders, CS leaders, and revenue operators thinking beyond “closed-won.”

From Relationships to Revenue: Turning CS Into a GTM Engine with Jay Nathan

Customer Success is often talked about as a growth lever. But in practice, it’s still treated like a service function. In this episode of Expand, Jay Nathan joins the conversation to unpack why that gap exists — and what actually needs to change for CS to become a true go-to-market function. We cover: * Why many CS teams aren’t seen as GTM — and the mindset behind it * The difference between service-oriented CS and revenue-oriented CS * The three types of CSM roles emerging as companies scale * How expansion signals are uncovered (or missed) inside real customer conversations * Why “delight” doesn’t drive retention — and what does instead * How community, product, and CS work together to drive long-term growth This is a practical, honest discussion for CS leaders, RevOps teams, product leaders, and anyone responsible for growth after the sale.