Customer Success Talks Think Like a Revenue Manager: Boosting CS with Data & Strategic Thinking | Diego Fernandez
Aug 6, 2025
Diego Fernandez Perez De Ponga, CEO of Port Hotels and author of 'The Art of Revenue', dives into how Customer Success Managers can adopt revenue management tactics for growth. He highlights the importance of data-driven decision-making to predict churn and improve client relationships. Diego emphasizes segmentation's role in enhancing customer outcomes and discusses transforming customer success from a cost center to a profit center. His insights equip listeners with actionable strategies to become more strategic and revenue-focused in their roles.
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Book Born From Trial And Error
- Diego learned revenue management by trial and error with few Spanish resources available.
- He wrote The Art of Revenue as the book he wished he had when starting out.
Data-Driven CS Decisions
- Use customer health scores to quantify engagement, risk, and upsell potential.
- Monitor feature adoption and product utilization trends daily to spot problems early.
Coach Users Instead Of Emails
- Track time spent per product area to detect confusion and low adoption.
- When users struggle, run calls or live coaching rather than long email threads.
