Retention Secrets: How to Grow Revenue Without New Customers

Is Customer Success Broken?

Marketers obsess over customer acquisition, but what happens after the sale? Retention and expansion are the real game-changers in B2B success—and Marley Wagner knows exactly how to do it right.

In this episode, Adam Helweh sits down with Marley, an expert in customer marketing and digital customer success, to unpack the strategies that keep customers engaged, satisfied, and growing with your brand. From automation and AI to in-product messaging and Slack notifications, Marley reveals how companies can do more with less while creating hyper-personalized customer experiences.

They also discuss:

• Why most B2B companies are failing at post-sale engagement
• The #1 mistake marketers make with existing customers
• How AI and automation are redefining customer success in 2025
• The in-app vs. email debate—where should you invest your efforts?
• How to turn your marketing team into a revenue-driving machine

If you’re in marketing, sales, or customer success—and you want to drive growth without constantly chasing new leads—this episode is packed with insights you can’t afford to miss.

02:52 Meet Marley Wagner

03:37 Marley's Journey into Marketing

05:58 Early Career and Nonprofit Experience

07:26 Transition to B2B and Customer Success

09:33 Automation in Customer Success

12:33 Challenges and Strategies in Customer Success

18:39 Consulting and Freelancing in Digital CS

20:50 Marketers' Struggle with Existing Customers

21:36 Bridging the Gap Between Marketing and Customer Success

22:18 Effective Use of Automation Beyond Email

22:35 Choosing the Right Channels for Customer Engagement

24:56 In-App Engagement and Its Growing Importance

27:43 Internal Automation for Customer Success Teams

29:37 The Role of AI in Customer Success

38:16 Future Trends in Customer Engagement

39:52 Predictions for 2025 and Beyond

44:56 Conclusion and Final Thoughts

Talk to me:

• Twitter: /adamhelweh

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• Don't forget to subscribe to my YouTube channel: / adamhelweh

Learn more about my digital marketing agency, Secret Sushi:

• https://secretsushi.com/