Retention Secrets: How to Grow Revenue Without New Customers | Featuring Marley Wagner

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

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Hosted by:

Adam Helweh

CEO, Secret Sushi

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Welcome to “Marketing in the Raw,” the podcast where marketing leaders reveal real-world tactics for impactful B2B strategies. Dive deep into substance with host Adam Helweh, who cuts through the fluff to deliver actionable tips and authentic insights. Join us for engaging conversations as guests share their unique journeys, successes, challenges, and battle-tested strategies. Tune in for a rich exploration of the marketing landscape and gain valuable insights to elevate your marketing game.