Ep # 192: Speed Beats Capability in Every Build vs Buy Decision ft. David Karp (SVP, Customer Success, Billtrust)

In this episode of Across The Funnel, Adil Saleh sits down with David Karp, SVP of Customer Success at Billtrust, to explore how customer success teams can use better customer context, structured data, and AI to operate across larger books of business. David explains why measurable customer value starts with understanding the specific problems of each segment, and why Billtrust keeps renewals within the customer success organization. He breaks down how structured customer data can tell teams whether an account is on or off track without forcing CSMs to piece together information across multiple systems. The conversation also covers customer education beyond product navigation, build-versus-buy decisions, AI's role alongside people, and why CS leaders need to make AI adoption a team capability rather than an individual exercise.