197. Rav Dhaliwal, Investor and Limited Partner, Crane - CS Meets Revenue: AI, Agents, and the New Customer Success

197. Rav Dhaliwal, Investor and Limited Partner, Crane - CS Meets Revenue: AI, Agents, and the New Customer Success

In this episode, we’re joined by Rav Dhaliwal, recovering software exec turned early-stage VC at Crane. A longtime CS leader and board-level advisor, Rav breaks down how AI is reshaping Customer Success, from onboarding and telemetry-driven predictions to agentic workflows, while pushing CS to converge with account management and get far more revenue-centric.

We spoke with Rav about what AI should (and shouldn’t) automate, how to keep relationships authentic, and how leaders actually drive adoption, treating AI not as a tool drop but a behavioral change program.

Here are some of the key questions we address:

  • Will AI compress or redefine CS, and where does it create leverage vs. require human expertise?

  • What does the CS–Account Management convergence look like in practice (discovery, multi-threading, commercial acumen)?

  • Which AI use cases move the needle now: telemetry-based churn/upsell prediction, voice sentiment, and agentic next-best-action?

  • How do you avoid the “AI for efficiency only” trap and tie it to revenue, cost, and risk outcomes that customers actually buy?

  • What’s the playbook for AI adoption in GTM/CS? How do leaders run a change program (not a tool rollout) and measure progress?

  • Where are the authenticity risks and how do you keep the customer relationship human?

  • How far can we push AI-led onboarding and what’s the 90% automated vs. 10% bespoke split likely to be?

🎧 Tune in to hear Rav’s pragmatic take on CS in the age of AI: more signal, smarter workflows, tighter revenue alignment and leadership that treats AI as an operating change, not a shiny tool. Also, watch out for his new book coming out shortly on Founder-Led Sales!

Jaksot(210)

146. Lise Tangen Hansen, Managing Director, Annalect Norway - How to get SaaS customers to accept price increases - 6-step formula!

146. Lise Tangen Hansen, Managing Director, Annalect Norway - How to get SaaS customers to accept price increases - 6-step formula!

In this episode, we speak with Lise Tangen Hansen, Managing Director, Annalect Norway, the marketing prediction and consumer insight company helping clients boost campaign ROAS using cutting-edge AI p...

19 Kesä 202459min

145. Krzysztof Szyszkiewicz, Partner, Valueships - The importance of pricing and how it affects your profitability

145. Krzysztof Szyszkiewicz, Partner, Valueships - The importance of pricing and how it affects your profitability

In this episode, we speak with Krzysztof Szyszkiewicz, Partner at Valueships, the pricing consultancy firm that helps companies become more profitable by optimizing their strategy, pricing, value unde...

11 Kesä 20241h 7min

144. Vladan Soldat, Founding Partner, Nobel Recruitment - How to attract your first VP of Sales in an early stage SaaS!

144. Vladan Soldat, Founding Partner, Nobel Recruitment - How to attract your first VP of Sales in an early stage SaaS!

In this episode, we speak with Vladan Soldat, Founding Partner, Nobel Recruitment, the SaaS Sales Recruitment Agency that helps connect commercial talent with fast-growing SaaS companies in Europe. We...

5 Kesä 202445min

143. Sofia Alexus, CEO, Kundo - what can we learn from B2C when positioning and branding our B2B SaaS?

143. Sofia Alexus, CEO, Kundo - what can we learn from B2C when positioning and branding our B2B SaaS?

In this episode, we speak with Sofia Alexus, CEO, Kundo, the customer service platform that helps you simplify customer service with consolidated ticket management, AI tools, and self-service solution...

28 Touko 202448min

142. Dirk Jonker, CEO & Founder, Crunchr - How to build for a market that is not fully defined?

142. Dirk Jonker, CEO & Founder, Crunchr - How to build for a market that is not fully defined?

In this episode, we speak with Dirk Jonker, CEO & Founder, Crunchr, the people analytics and reporting platform,  that layers on top of your existing HR systems to consolidate disparate data sources i...

21 Touko 202450min

141. Hatla F. Johnsen, CEO & Co-founder of uQualio - The benefits of running a lean, distributed, and outsourced team

141. Hatla F. Johnsen, CEO & Co-founder of uQualio - The benefits of running a lean, distributed, and outsourced team

In this episode, we speak with Hatla F. Johnsen, CEO of uQualio, the cloud-based Video Learning Platform designed to make it easy to start making your own video training program for employees, sales p...

15 Touko 202441min

140. Haukur Hannesson, CEO, AGR - The journey from customized solutions into a traditional SaaS product

140. Haukur Hannesson, CEO, AGR - The journey from customized solutions into a traditional SaaS product

In this episode, we speak with Haukur Hannesson, CEO of AGR, the powerful and easy to use inventory optimisation platform which provides you with the necessary tools to operate with precision and effi...

8 Touko 202449min

139. Helena Tivell, VP of People, Kognity -  Leadership development - how to develop your  leaders!

139. Helena Tivell, VP of People, Kognity - Leadership development - how to develop your leaders!

In this episode, we speak with Helena Tivell, VP of People, Kognity, the all-in-one digital teaching and learning platform - with interactive content, analytics, and assessment support. We talked with...

30 Huhti 202447min

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