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The Revenue FormulaThis podcast is about scaling tech startups. Author: Toni Hohlbein & Raul Porojan
This podcast is about scaling tech startups. Hosted by Toni Hohlbein & Raul Porojan, together they look at the full funnel. With a combined 20 years of experience in B2B SaaS and 3 exits, they discuss growing pains, challenges and opportunities theyve faced. Whether you're working in RevOps, sales, operations, finance or marketing - if you care about revenue, you'll care about this podcast. If theres one thing they hate, its talk. We know, its a bit of an oxymoron. But execution and focus is the key - thats why each episode is designed to give 1-2 very concrete takeaways. Language: en Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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Why no one cares about CS (w/ Mallory Lee)
Episode 246
Monday, 24 November, 2025
Most teams obsess over new business and ignore the people already paying them. That blind spot is killing retention, bloating acquisition costs, and making growth harder than it needs to be.In this episode, Toni sits down with Mallory Lee, a three time VP of Revenue Operations, to unpack why Customer Success is still treated like an afterthought and why that mindset breaks companies over time.(00:00) - Introduction (02:35) - CS Teams are the Forgotten Child (08:18) - The Customer Journey and Handoffs (11:46) - Maintaining Customer Context (22:02) - Product Usage Data and Signals (26:30) - Building Trust Through Customer References (32:17) - Identifying and Leveraging Power Users (35:03) - Gamification and User Engagement (38:14) - Systematizing Customer Loyalty (42:38) - Financial Implications of Customer Retention (44:24) - The Vicious Cycle of Churn (51:31) - Final Thoughts
