The Customer

Paul Yacoubian

Growth Advisor

Paul has spent the last several years at the intersection of product, growth, and customer success. Helping early-stage SaaS companies develop the post-sales infrastructure that converts initial traction into durable retention. His approach centers on building customer outcomes directly into the product experience, turning the CS function into a source of product intelligence rather than a support cost center. Across the companies he has advised, the consistent pattern is accelerated time-to-value, measurably higher NRR, and CS teams that can articulate their contribution to revenue in precise terms.

• LinkedIn

Abhirukt Sapru

Chief Commercial Officer

Abhirukt joined Omnea at a stage where the commercial function needed to be rebuilt around enterprise procurement as the new growth constraint. A harder sell than traditional SaaS because the buyer is the function being disrupted. He restructured the post-sales and sales motion to treat procurement leaders as the primary champion rather than a compliance hurdle, creating playbooks that turn early champions into internal advocates before any renewal conversation begins. The commercial model he built has driven consistent expansion within enterprise accounts and positioned Omnea as the category-defining procurement intelligence platform in competitive evaluations.

• LinkedIn

Ziv Peled

Chief AI and Customer Officer

Ziv has spent years at AppsFlyer redefining what a customer officer role looks like in a world where AI is no longer a product feature but a delivery mechanism for the entire post-sales experience. He built the CS function around a belief that customer outcomes and AI product development must be co-designed. Making AppsFlyer's CS team both a retention engine and an internal lab for testing how AI-augmented workflows change the economics of customer relationships. The result is a CS organization that runs leaner than industry benchmarks, produces higher expansion revenue per account manager, and has embedded AI into every meaningful customer touchpoint.

• LinkedIn

Adam Carr

CRO

Adam joined Apollo.io as CRO with a mandate to scale a revenue motion that could match the product's viral growth without losing the velocity that made the PLG engine work. He built a hybrid model that treats the sales team as an amplifier of product-led signals rather than a replacement for them. Routing the right expansion opportunities to the right motion at the right stage of customer maturity. The approach has driven significant ARR growth while maintaining the unit economics that define Apollo's competitive position in the GTM tools market.

• LinkedIn

Sara Caldwell

Global Head of GTM Readiness

Sara joined OpenAI to solve a problem that most AI companies haven't framed correctly yet: the bottleneck to enterprise AI adoption isn't model access, it's whether organizations have the capability infrastructure to translate access into durable usage. She evolved OpenAI's post-sale motion from high-touch customer success toward a scalable readiness model. Building certification programs, champion communities, and deployment playbooks that could reach far more customers without requiring one-to-one support. The approach delivered above 90% activation rates on ChatGPT Enterprise, with 90% of purchased licenses recording weekly active usage at day 90.

• LinkedIn

Lucie Simpson

VP, Customer Success

When Lucie joined Fonoa in January 2025, she inherited a blank canvas. No customer success practice, no playbooks, and a client base of Forbes Global 2000 enterprises competing against incumbents with three decades of market history. She built the function from scratch by segmenting accounts into high-touch and digital-first tiers, embedding AI-driven health scoring and onboarding automation from day one, and aligning every post-sales team around shared customer journey milestones. The results validated the approach: a world-class NRR by end of 2025, and implementation timelines running significantly faster than the industry average, with e-invoicing solutions going live in weeks where competitors typically take six months or more.

• LinkedIn

Esha Joshi

Co-Founder, President & CCO

As Co-Founder and CCO of Yoodli, Esha built customer success into the product from the founding moment rather than treating it as a downstream function. Her conviction being that for an AI communication coach, customer outcomes and product quality are the same thing. She designed the entire post-sales experience around measurable behavior change, creating a feedback loop between CS insights and product iteration that has become one of Yoodli's core competitive advantages. The result is a retention profile and customer advocacy rate that have opened enterprise deals where Yoodli had no brand awareness, with customer champions doing the early-stage selling.

• LinkedIn

Elizabeth Blass

CCO

When Elizabeth joined Karbon as CCO, the customer organization was measured on support tickets rather than revenue outcomes — a gap she identified as the core blocker to sustainable growth. She repositioned CS as the primary expansion engine, retrained the team around commercial conversations, and built a motion that directly linked customer health to upsell opportunity. The transformation delivered 60% year-over-year growth, CS drop-in win rates improving from 20% to 55%, and a fundamentally different relationship between customer success and the revenue org.

• LinkedIn

Nick Turner

CEO

Nick built Dreamdata into the B2B revenue attribution category leader while simultaneously running a customer success model as a competitive differentiator. Treating post-sale depth as the engine for product development feedback, not just retention. Rather than scaling CS headcount linearly with customers, he built a programmatic framework that ensures enterprise clients reach attribution maturity through a structured journey, with clear milestones that the whole commercial team can track. The approach has produced retention rates that consistently outperform the B2B analytics market and a client base that publicly advocates for Dreamdata in sales cycles.

• LinkedIn

Mary Iapicca

VP of Customer Experience

Mary leads customer experience at ZoomInfo during one of the most consequential transitions in B2B data — from static contact databases to AI-powered GTM intelligence, which means her team is managing both a product shift and an expectation shift simultaneously. She rebuilt the post-sale motion to educate customers on how to use the new intelligence layer rather than just the legacy data product, creating a measurable adoption journey that connects feature usage to pipeline outcomes. The result is a CS team that can demonstrate revenue attribution at the account level and a renewal motion that closes on business outcomes rather than contract value.

• LinkedIn