On this all-new episode of the Rebels of SaaS Podcast, Dannah Vaughan sits down with customer success leader Seán Reid to explore why the future of CS is still deeply human in an AI-driven world. Seán shares his unconventional journey from journalism, marketing, and stand-up comedy into executive customer success leadership. Together, they unpack what it really takes to earn—and keep—a seat at the executive table by speaking the board’s language of revenue and lifetime value. Seán challenges traditional health scores and introduces a smarter, relationship-driven approach to predicting renewals. The conversation dives into why relationships, not dashboards alone, ultimately protect revenue and drive growth. With insights, laughs, and a few pop culture surprises, this episode is a must-listen for modern SaaS leaders.
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