Scaling CS without losing control
One of our podcast listeners asked,"As my team is growing, I feel like I'm losing touch with them and our customers. Any advice?"
This question cuts right to the heart of a dilemma many of us face when scaling: How do we grow without losing the control that (we think) has made us so effective to begin with?
In this week's episode of Impact Weekly, Johan and I tackle this head-on. We're not just scratching the surface; we're drilling down into the key areas that can make or break your scaling efforts:
- Cultivating a Sustainable Culture
- Optimizing Management Metrics
- Transitioning to a Coaching Role
- And much more!
π Listen to Episode 40 right here.
~Lincoln
BTW: I hope you can join me for Impact Day in Stockholm, Sweden on 14-Sept.
And if you say, "that's too far to travel for a CS event, Lincoln" just remember, I'm going there all the way from Texas in the United States.
At the event I'll be giving a keynote as well as running a few workshops, but there are a lot of things going on and a ton of great people to network with, so check out the full agenda to see for yourself.
I truly believe Impact Day isn't just the best CS event in the Nordics; it's the best CS event in the world.
βLearn more and get your tickets here.β
See you in Stockholm!
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Hey, Expectations on Customer Success are super high in 2026. Customers want faster outcomes. Leadership wants proof of impact. Reactive CS wonβt get you there. AI-first initiatives are taking over. Lifecycle Success & Retention Planning helps teams shift now. Outcome-driven focus across the customer lifecycle. Why teams join this type of training: Live, interactive sessions (not on-demand content) Role-playing & real scenarios that impact retention Hands-on work with your own customers...
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On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...