Turning Renewals into Predictable Revenue Forecasts and an Upsell Pipeline with Emma Lampert

Jan 28, 2026

56:59

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In this episode of the Customer Success Pro Podcast, host Anika Zubair sits down with Emma Lambert, VP of Customer Success at Ably, to discuss the critical role of customer success in driving revenue. They explore how to turn renewals into predictable revenue forecasts, the importance of understanding customer engagement, and the strategies for effective upselling. Emma shares her insights on building a revenue-focused customer success team, the significance of financial literacy, and the necessity of asking direct questions during customer interactions. The conversation emphasizes the need for a structured approach to renewals and upsells, integrating them into a cohesive NRR strategy, and the value of continuous discovery throughout the customer journey.

Chapters:

00:00 Introduction

03:00 The Role of Customer Success in Revenue Generation

05:55 Understanding Customer Engagement and Value Delivery

09:06 The Importance of Forecasting in Customer Success

12:10 Navigating the Commercial Landscape of Customer Success

15:02 Building a Revenue-Focused Customer Success Team

18:10 The Six-Month Renewal Framework

21:10 Asking the Right Questions for Renewals

24:09 Upselling Strategies in Customer Success

26:55 Integrating Renewals and Upsells into NRR Strategy

30:02 Best Practices for Revenue-Focused Customer Success