Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to stay relevant?
Alex Raymond sits down with Parker Chase-Corwin, the CEO and principal consultant of Xperience Alchemy who’s helped dozens of B2B companies rethink how they approach retention, risk, and long-term value. They unpack why CS never quite delivered on its promise, why the function has become a catch-all for upstream problems, and what needs to change if companies want better outcomes and fewer surprises.
Is customer success really one team’s job? Or does it require every part of the company to take ownership? Is your CS team driving strategy or just cleaning up after everyone else? This episode is a must-listen for account managers, CS leaders, and anyone who believes customer outcomes should be more than just a quarterly talking point.
Learn more about AMplify at www.amplifyam.com
Episode Breakdown:
00:00 Introduction
01:20 Why Customer Success Is Struggling
03:05 The Branding Problem in CS
05:28 From Customer Success to Customer Experience
07:03 Does CS Have a Future?
14:07 Solving Problems Upstream
17:20 Proactive Account Management
31:21 Risk Management That Works
39:53 Rethinking Customer Experience Teams
43:18 Where to Start and What to Prioritize
Links
Connect with Parker Chase-Corwin:
LinkedIn: https://www.linkedin.com/in/parkercorwin/
Website: https://www.xperiencealchemy.com/
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
