125. Outsourcing Impact: A New Playbook for Customer Success Leaders

In this episode of TECHtonic, Thomas Lah of TSIA sits down with Michael Harnum, CEO of ESG Success, to unpack a bold idea reshaping the tech industry: Customer Success as a Service. As companies face mounting pressure to cut costs while still driving retention and growth, traditional customer success models are being pushed to their limits.Michael shares how his experience scaling renewal operations and training services led to a broader, more holistic approach—helping organizations not just execute customer success, but design, optimize, and even outsource it. From building maturity assessments to leveraging AI for scalable success plans, the conversation dives into how companies can transform fragmented, underperforming CS functions into strategic growth engines.If you’re grappling with churn, struggling to prove ROI, or wondering how to scale without adding headcount, this episode delivers practical insights and a fresh perspective on making customer success a true driver of business value.