Expand is a limited-series podcast about one of the hardest problems in SaaS:
growing revenue from the customers you already have.
Each episode features a high-caliber guest from the worlds of Customer Success, Product, RevOps, and Venture sharing the specific tactics, systems, and mindsets behind sustainable expansion.
The Next Sale: Why Growth After the Deal Is Harder Than You Think with David Karp
Growth after the sale isn’t automatic.
In fact, it’s often harder than winning the first deal.
In this episode of Expand, David Karp (Chief Customer Officer at Disco) breaks down why post-sale growth fails — and what actually drives expansion inside real organizations.
We discuss:
Why trust comes down to promises made vs promises kept
Why retention is not a support problem
How product shapes the ability to deliver value
What most teams miss about change management after the sale
And why “post-sale” should really be called next sale
If you’re responsible for growth, this episode will change how you think about what happens after “closed-won.”
20 Mar 2026
Community as a Growth Engine with Erica Kuhl
Community is not just a place for support.
It’s one of the most underused expansion engines in SaaS.
In this episode of Expand, Erica Kuhl (EVP & GM at Gainsight, former Salesforce community leader) breaks down how community actually drives retention, adoption, and revenue growth.
We cover:
Why customers trust each other more than brands
How community creates expansion signals
Where community should sit in an organization
The biggest mistake companies make when launching community
How AI is changing community and learning ecosystems
If you’re building Customer Success, product, or growth motions, this episode will change how you think about community.
6 Mar 2026
From Systems of Record to Systems of Action: AI Agents and the Future of CS with Prem Parameswaran
CRMs were built to store data. AI agents are built to act on it. In this episode of Expand, Prem Parameswaran, CTO at Gainsight, explains what that shift means for Customer Success and why the companies winning with agents aren't waiting for perfect technology. We discuss: Why traditional SaaS created rigid, lossy systems and how AI breaks that. The infrastructure most CS teams are missing before they scale. How to know if your org is actually ready for agents. Why people and process beat technology every time. What CS will look like as a measurable, mechanized discipline. For CS leaders and founders who want to understand where the function is heading and how to get ahead of it.
20 Feb 2026
The Sale Never Ends: Rethinking Post-Sale Growth with Rav Dhaliwal
Many companies believe the work is done once the deal is closed.
From an investor’s perspective, that’s where the real work begins.
In this episode of Expand, Rav Dhaliwal shares what he consistently sees SaaS companies get wrong after the sale — and what strong post-sale execution actually looks like.
We discuss:
The most common mistake companies make after closing a deal
Why CSAT and NPS can hide deeper problems
What investors look for in early-stage post-sale execution
Why revenue should be viewed as a continuous motion
How AI is changing churn prediction and onboarding
A practical conversation for founders, CS leaders, and revenue operators thinking beyond “closed-won.”
6 Feb 2026
From Relationships to Revenue: Turning CS Into a GTM Engine with Jay Nathan
Customer Success is often talked about as a growth lever.
But in practice, it’s still treated like a service function.
In this episode of Expand, Jay Nathan joins the conversation to unpack why that gap exists — and what actually needs to change for CS to become a true go-to-market function.
We cover:
Why many CS teams aren’t seen as GTM — and the mindset behind it
The difference between service-oriented CS and revenue-oriented CS
The three types of CSM roles emerging as companies scale
How expansion signals are uncovered (or missed) inside real customer conversations
Why “delight” doesn’t drive retention — and what does instead
How community, product, and CS work together to drive long-term growth
This is a practical, honest discussion for CS leaders, RevOps teams, product leaders, and anyone responsible for growth after the sale.
20 Dec 2025
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