What does it take to lead customer teams in 2026 when value creation matters more than renewals and curiosity separates trusted guides from replaceable vendors?
That question drives Alex Raymond’s conversation with Jim Richmond, Chief Customer Officer at Smartling, and it frames a grounded look at modern customer leadership. Jim shares a clear belief that last year’s success expires quickly. Teams have to keep earning trust through sharper skills, better discovery, and more honest conversations. Why did a customer buy in the first place? What are they trying to accomplish now? How do you know the value you deliver actually matters to them? Those questions take curiosity and patience, not scripts or dashboards alone.
Jim also challenges how customer centricity is often misunderstood. Customers are the heroes of the story. Customer teams serve as guides who bring expertise, perspective, and the confidence to speak up when a better path exists. That mindset shows up in how Smartling measures success, how risk is surfaced early, and how bad news is handled without fear. Gross revenue retention sets the bar. Early warnings are welcomed. Escalations become moments to build trust rather than defend processes. The conversation leaves you wondering where your team still plays it safe, where curiosity could go deeper, and what would change if guiding customers mattered more than simply keeping them.
Episode Breakdown:
00:00 Leading Customer Teams Into 2026
03:09 Customer Value Creation as the Core Strategy
09:08 Curiosity, Empathy, and Modern Customer Centricity
18:11 Performance Standards, Retention, and Risk Management
27:01 The Future Skill Set for Customer Success Leaders
Connect with Jim Richmond:
Connect with Jim on LinkedIn
Visit the Smartling website
Connect with Alex Raymond:
Connect with Alex on LinkedIn
Visit the AMplify website
Podcast production and show notes provided by HiveCast.fm
