In today’s economy, you have to think about sustainable growth rather than growth at all costs. So, how do you do that in Customer Success? How do you ensure your CSMs are strategic and not just support? And how do you measure sustainable growth?
In this episode, our host Anika Zubair chats with Shannon Nishi, Director of Customer Success at Customer.io about sustainable growth in Customer Success.
Shannon Nishi has seven years of experience in SaaS and Customer Success, including implementation services and technical project management. Her experience working across e-commerce, data collection software, and marketing automation software has seeded a love for complex problems and an appreciation for simple solutions on distributed customer-facing teams. As a leader, Shannon is passionate about enabling personal development and collaboration amongst team members, using iterative processes and open communication to achieve customer-defined business outcomes.
As the Director of Customer Success at Customer.io, Shannon has been accountable for their sustainable growth and seen a lot of success so far. So, when should a SaaS company start thinking about scaling?
Shannon and her team recently decided to move to a Pooled Customer Success model, as most of their mid-market customers were only leveraging the CSM during the initial onboarding period.
Listen now to the full conversation with Shannon and Anika to learn more about sustainable growth in Customer Success.
Director of Customer Success
Customer.io
Shannon is Director of Customer Success at Customer.io, where she leads strategic post-sales initiatives for a fast-growing martech platform. With over 9 years of experience spanning customer success, activation, and account management, she has a track record of building high-performing teams and delivering measurable impact. Prior to her current role, she held multiple leadership positions at Customer.io and GoSpotCheck, driving adoption and customer value through data-driven onboarding and workflow automation. Shannon is known for her thoughtful leadership and operational depth.
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.
