In this episode of Selling the Cloud, Kristina Jaramillo, President of Personal ABM, joins KK Anderson to unpack why most ABM programs fall short; and what it really takes to win and expand six- to seven-figure enterprise accounts.

Kristina shares how B2B teams can go beyond persona-based playbooks to deliver personalized, strategic account experiences. She explains how to redefine your ICP, align marketing and sales with shared revenue accountability, and build campaigns that influence real pipeline movement; especially when targeting enterprise buyers.

What You’ll Learn:

• ABM Foundations that Win: How true account insights—beyond intent data or personas—unlock six- and seven-figure deals.
• Strategic ICP Redefinition: Mapping accounts by strategic readiness and revenue potential, not just firmographics.
• Full-Funnel Alignment: Tactics that unite sales, marketing, and CS around shared expansion and retention goals.
• Personalization at Scale: Frameworks for moving from one-to-one to one-to-few without losing relevance.
• Revenue-Centric Metrics: Using stage progression, influenced pipeline, and NRR to prove ABM impact.

Key Topics:

• Strategic account-based marketing for mid-market & enterprise growth
• Differentiating ABM from demand gen
• Intent data traps and tech misuse
• Metrics that go beyond MQLs: NRR, stage progression, deal influence
• Aligning CS, sales, and marketing around buyer relevance
• Orchestrating account experiences, not just sourcing leads

Guest Spotlight: Kristina Jaramillo

Kristina is President of Personal ABM and host of the ABM Done Right podcast. With a deep focus on revenue-driven marketing, she helps B2B tech and SaaS companies build customized go-to-market motions that win and expand high-value enterprise accounts.

Resources & Mentions:

• Podcast: ABM Done Right
• Go-to-market strategist to follow: Sangram Vajre
• Recommended Books:
• The Challenger Sale
• The Challenger Customer
• The JOLT Effect

🎧 Listen now and follow Selling the Cloud for more GTM insights from leading voices in enterprise growth. Subscribe wherever you get your podcasts.

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In this Part 2 episode, co-host Mark Petruzzi continues the conversation with Jack Zimnavoda, Head of Customer Success at Insightful. This time, they explore how Jack’s team is scaling Customer Success by embedding AI, aligning post-sale marketing, and applying smart segmentation strategies.

Jack shares how predictive tools, data-informed health scores, and hybrid touch models enable CS teams to identify churn risks, streamline workflows, and drive expansion; all while maintaining a personal touch.

What You’ll Learn

• Predictive CS in Action: Jack explains how his team uses AI within their CS platform to surface risk, recommend proactive next steps, and highlight expansion-ready accounts.
• Marketing + CS = Growth: How Insightful brings CS and marketing together to educate customers, promote feature adoption, and scale communication—without losing personalization.
• Segmentation for Scale: Why Insightful uses a hybrid touch model to support over 5,000 customers across different industries and sizes—without compromising value delivery.
• Retention Forecasting: Discover how qualitative inputs, usage data, and AI models combine to anticipate churn and improve long-term customer outcomes.

Key Topics

• Building a predictive, AI-supported CS platform
• Aligning CS, product, and marketing post-sale
• Hybrid-touch models for scale
• Customer health scoring and churn prediction
• Operationalizing expansion strategy
• Creating scalable CS motions with a human touch

Guest Spotlight: Jack Zimnavoda

Jack is Head of Customer Success at Insightful, where he leads global efforts in retention, adoption, and expansion. With over 10 years of experience in B2B SaaS, Jack has developed practical, scalable strategies that connect Customer Success with revenue growth.

Resources & Mentions

• Book: The Seven Pillars of Customer Success by Wayne McCulloch
• Podcast Mention: This is Growth by Daphne Costa Lopes
• Tool: Vitally – CS platform used by Insightful

🎧 Listen now and follow Selling the Cloud for more expert insights on scaling GTM teams. Subscribe wherever you get your podcasts.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, co-host Mark Petruzzi welcomes Jack Zimnavoda, Head of Customer Success at Insightful. Jack shares how modern B2B SaaS organizations can turn customer success from a support function into a true driver of revenue and retention.

Together, they explore what it takes to align CS with sales, marketing, and product—without creating channel conflict. Jack reveals how predictive AI, smart segmentation, and aligned incentives can turn expansion into a scalable and proactive motion.

What You’ll Learn

• Customer Success as a Revenue Driver: Jack explains how to reframe CS from a cost center to a growth engine—through structure, ownership, and incentives.
• Avoiding Channel Conflict: Learn how clearly defined swim lanes, compensation clarity, and collaboration between CS and Sales create harmony and momentum.
• Building a Scalable CS Model: From white-glove enterprise accounts to hybrid-touch models, Jack outlines how to maintain personalized value delivery at scale.
• Metrics That Matter: Understand the importance of net retention, lifetime value, and how CS teams can build pipelines and forecast revenue just like Sales.
• AI + Customer Health: Hear how Jack uses predictive AI to monitor product usage, signal risk, and surface expansion opportunities at scale.

Key Topics

• Structuring CS to own post-sale revenue
• Aligning CS, Sales, Marketing, and Product
• Channel conflict: where it happens and how to prevent it
• Using AI in CS forecasting and health scoring
• Segmenting your customer base to drive upsell plays
• Scaling without losing the human touch
• How to hire for commercial CSMs (hint: curiosity and creativity)

Guest Spotlight: Jack Zimnavoda

Jack is Head of Customer Success at Insightful, where he leads a global team focused on retention, adoption, and expansion. With over a decade of experience in B2B SaaS, Jack has helped transform CS into a proactive, commercial function that partners across the go-to-market org to drive real business outcomes.

Resources & Mentions:

• Book: The Seven Pillars of Customer Success by Wayne McCulloch
• Podcast Mention: This is Growth by Daphne Costa Lopes
• Tool: Vitally – CS platform used by Insightful

🎧 Listen now and follow Selling the Cloud for more expert insights on scaling GTM teams. Subscribe wherever you get your podcasts.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.