How to Scale Customer Success in B2B SaaS Past $100M ARR

Scaling customer success in B2B SaaS past $100M ARR isn't luck, here's what a high-performing CS team actually looks like from the inside. Featuring Jerez, Chief Customer Success Officer at Aptega, who scaled customer success at Securronics through a 100M+ ARR journey before bringing that operational depth to compliance automation. Jean-Michel and Jerez break down the specific mechanics behind building CS teams that outperform their headcount, how education-led content drives both acquisition and retention in a compliance SaaS business, and why intimate in-person gatherings are converting better than conferences for B2B pipeline right now. They also get specific on the cultural infrastructure, trust, cross-functional collaboration, and the "cultural brokers" model, that separates top CS teams from average ones. 🎯 High-performing CS teams are built on trust first, structure second 🤝 "Cultural brokers" accelerate cross-functional collaboration fast 📊 Education and webinar content drive pipeline at 100M+ ARR companies 🏢 Smaller, intimate gatherings outperform conferences for real deal flow ⚙️ Compliance automation's biggest efficiency win: eliminating mundane, repetitive tasks ⏱️ 00:00 Jerez's background, from Chennai to cybersecurity startups 03:20 What Aptega does and why compliance automation matters now 06:10 How new regulations (including AI and quantum) shape their content strategy 09:45 Customer acquisition mix: webinars, outbound, in-person, and conferences 13:00 Why intimate gatherings beat conferences for closing B2B deals 16:15 Harvard Business Review Council and the "cultural brokers" concept 19:30 What separates high-performing CS teams from average ones 23:00 The compliance space in 2025 and where automation is headed 🔥 Ready to add $1M in new revenue to your B2B company this year? Apply to Scale 👉 https://www.rapidproductgrowth.com 🔗 Website: https://www.rapidproductgrowth.com 🔗 Jean-Michel on LinkedIn: https://www.linkedin.com/in/jeanmichelthink/ 🔗 Aptega: https://www.aptega.com #B2BSaaS #CustomerSuccess #SaaSGrowth #RapidProductGrowth #ComplianceAutomation