Revenue and Retention: Why Customer Success Is Key to Sustainable Growth

"Most companies focus on acquiring new customers, but in recurring revenue businesses, 70–90% of revenue comes from existing customers. If you're not investing in retention and expansion, you're leaving your biggest growth lever untapped.” Roee Hartuv In this episode of Revenue Boost: A Marketing Podcast titled, Revenue and Retention: Why Customer Success Is Key to Sustainable Growth host Kerry Curran is joined by Roee Hartuv, Head of Revenue Architecture at Winning by Design, to unpack a mindset shift that B2B companies must embrace to grow sustainably: true revenue growth doesn’t end at the closed-won stage—it begins there. Drawing from his experience advising recurring revenue businesses around the world, Roee breaks down how the traditional go-to-market model focused almost entirely on new acquisition—is no longer enough. He introduces the “bowtie” framework, a more holistic approach to GTM that prioritizes retention, expansion, and customer lifetime value. Throughout the conversation, you’ll learn: Why 70–90% of recurring revenue comes from existing customers—and why most companies are underinvesting in that opportunity How customer success can become a strategic growth engine not just a support function Why expansion is more efficient than acquisition, and how to resource accordingly How to structure high-performing CS pods to support mid-market and enterprise clients Ways to equip account managers with the mindset and messaging to grow accounts without sounding “salesy” The critical role of marketing in supporting post-sale growth, from product updates to thought leadership And why companies should stop thinking of GTM as a funnel and start treating it as a bowtie This episode is a must-listen for marketing, sales, RevOps, and customer success leaders who are ready to drive sustainable revenue growt not just this quarter, but long-term. If you're serious about building a revenue engine that lasts, this one’s for you."Flat or slowing revenue? Let’s fix that—fast. Revenue Boost: A Marketing Podcast delivers the proven plays, sharp insights, and “steal-this-today” tactics that high-growth teams swear by. Follow / Subscribe on Apple, Spotify, and YouTube Tap ⭐⭐⭐⭐⭐ if the insights move your metrics—every rating fuels more game-changing episodes 🎧 Fresh episodes drop often—never miss a pipeline-popping idea. Keep the momentum rolling Read full Marketing Podcast transcripts for every episode (perfect for note-taking and sharing with your team) Connect with me, Kerry Curran, on LinkedIn for daily GTM nuggets Follow RBMA for frameworks that turn ABM into a company-wide GTM engine Need a revenue catalyst? RBMA: Revenue Based Marketing Advisors helps B2B and SaaS brands transform siloed efforts into a unified GTM program that drives sustainable, year-over-year growth. Fractional GTM & CRO leadership Keynotes, panels, and podcast guesting Hands-on workshops that turn strategy into pipeline Visit revenuebasedmarketing.com to start your growth audit—or DM me directly. Let’s build revenue that compounds.