In this episode, we sit down with Alida, a standout customer success team to explore what drives their achievements and how they’re shaping the future of CS. From their nomination journey to building a culture rooted in collaboration and open communication, the team shares how they balance driving revenue with delivering customer value. 


We dig into the role of change management in scaling success, how cross-functional collaboration keeps everyone aligned, and why celebrating small wins matters just as much as hitting the big milestones. 


Key Takeaways

  • Customer value and revenue go hand-in-hand — the team’s success is built on delivering both consistently.

  • Change management is non-negotiable — adapting to shifts with agility is a cornerstone of their growth.

  • Collaboration fuels culture — open communication and teamwork are the drivers of motivation and resilience.

  • Retention is everyone’s job — shared responsibility ensures customers feel supported across the business.

  • Future-focused mindset — the team is doubling down on engagement, continuous improvement, and refining strategies to stay ahead.

  • Celebrate the journey — small wins keep morale high and build momentum toward bigger goals.

  • Cross-functional teamwork matters — success isn’t siloed; alignment across teams creates better outcomes.