Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure your CS department? Why should CS not be seen as a mere extension of sales? And how can you persuade senior leadership that CS should not be responsible for renewals and upsells?
In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales.
Brandon’s approach of prioritizing people over profit has allowed him to cultivate collaborative relationships with renowned brands such as Disney, Uber, the Golden State Warriors, the LA Clippers, and the Smithsonian. Through these partnerships, Brandon has successfully guided the implementation of SaaS solutions to optimize capital asset projects.
Brandon’s expertise lies in developing and executing innovative strategies to enhance user experience and streamline customer service processes. His leadership has not only elevated the customer success team at OnsiteIQ, but has also made substantial contributions to the company’s overall growth and industry reputation.
While CS is often intertwined with sales and sometimes even reports to them, Brandon and his team at OnsiteIQ have a distinct focus. They prioritize purpose over profit.
Brandon states, “If we let customer success be customer success and drive successful outcomes, the profit will naturally follow." By equipping Account Executives with all the necessary information, OnsiteIQ’s CS team ensures that sales opportunities are maximized. Their approach supports sales better than any other sub-sales organization can.
“However, it is crucial to acknowledge that the leadership team within your organization must first embrace this mindset when building the process," Brandon emphasizes.
Listen now to the full conversation with Brandon and Anika to learn more about how to make sure customer success is not sales.
Vice President of Customer Success
OnsiteIQ
Brandon is a customer success leader with over 7 years of experience scaling post-sales teams in high-growth SaaS companies. At OnsiteIQ, he serves as Vice President of Customer Success, leading strategy and execution across customer onboarding, support, and retention. He previously built and led client success functions at Kahua, progressing from consultant to Head of Client Success over the course of four years. With a background in business and accounting, Brandon blends operational rigor with a strong customer mindset, and is known for building high-impact, people-first teams.
Founder & CEO
The Customer Success Pro
Anika is a customer success executive and founder with over 10 years of experience helping SaaS teams drive retention, revenue, and confidence at scale. She is the Founder & CEO of The Customer Success Pro, a coaching consultancy for CS professionals, and most recently served as Head of Customer Success at Griffin. Anika has held CS leadership roles at Karbon, inSided, and ZAP, and is known for her practical approach to commercial impact, strategic storytelling, and community-driven growth.
