The Future of CS Is the Trusted Advisor — Aidan Murphy | Scaling Trust Ep. 001

In an era of AI agents, automated health scores, and tech-touch everything — the CS teams actually retaining customers are doing something that looks almost old-fashioned. They're calling people. In the first episode of Scaling Trust, I sat down with Aidan Murphy, Enterprise Customer Success Manager at Slope — an AI-native B2B lending platform backed by JP Morgan with partnerships at Amazon and Walmart. Before Slope, Aidan built customer relationships at Ramp, Zoe Financial, and Fidelity Investments. Every stop in his career has one thing in common: trust isn't optional. You're not selling software. You're asking someone to trust you with their money and their business. We got into what that actually looks like in practice — the signals he tracks, the questions he asks, and why his direct cell number is in every client's email signature. In this episode: What Aidan learned about matching people to financial advisors entirely over the phone — and why that skill transferred everywhere. Why "tell me about your business" is the most important first question in any new customer relationship How Slope is leveraging AI agents in their CS motion — and why they waited longer than they could have before releasing it. What enterprise customer success actually looks like when it's working — and how you know which version you're building. Why the next generation of CS professionals needs to be "comfortable being uncomfortable". Connect with us: Connect with Aidan Murphy: https://www.linkedin.com/in/aidan-murphy-9037b01b4 Connect with Matt Tidwell: https://www.linkedin.com/in/itsmatttidwell/ Substack: https://itsmatttidwell.substack.com/ Resources: More about Slope: https://slopepay.com/ More about ThinkThru: www.thinkthru.co