Turning Renewals into Predictable Revenue Forecasts and an Upsell Pipeline with Emma Lampert

Signup for RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, host Anika Zubair sits down with Emma Lambert, VP of Customer Success at Ably, to discuss the critical role of customer success in driving revenue. They explore how to turn renewals into predictable revenue forecasts, the importance of understanding customer engagement, and the strategies for effective upselling. Emma shares her insights on building a revenue-focused customer success team, the significance of financial literacy, and the necessity of asking direct questions during customer interactions. The conversation emphasizes the need for a structured approach to renewals and upsells, integrating them into a cohesive NRR strategy, and the value of continuous discovery throughout the customer journey.Chapters:00:00 Introduction 03:00 The Role of Customer Success in Revenue Generation05:55 Understanding Customer Engagement and Value Delivery09:06 The Importance of Forecasting in Customer Success12:10 Navigating the Commercial Landscape of Customer Success15:02 Building a Revenue-Focused Customer Success Team18:10 The Six-Month Renewal Framework21:10 Asking the Right Questions for Renewals24:09 Upselling Strategies in Customer Success26:55 Integrating Renewals and Upsells into NRR Strategy30:02 Best Practices for Revenue-Focused Customer Success32:56 Quick Fire Questions with Emma LambertConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Emma Lampert: https://www.linkedin.com/in/emmalampert/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event