Your executive sponsor was there at kickoff—excited, engaged, fully aligned. And then, suddenly, silence. They’ve gone quiet, delegated downward, or disappeared altogether. Sound familiar?

In this episode of Designing Success, Rob explores why executive sponsors disengage, and more importantly, how to win them back. You’ll learn the strategies and psychology behind re-engaging sponsors who’ve ghosted, how to rebuild alignment when your champion leaves the company, and ways to ensure you never get caught off-guard again.

Listen in to uncover:

• Why most executive sponsors check out—and what you can do about it.
• The four distinct types of sponsor disengagement (and tailored strategies to fix each one).
• Proven plays, like the “Reconnection Brief,” to re-establish relevance at the exec level.
• How to build ongoing sponsor alignment into your Customer Success processes, so you’re never scrambling at renewal time.

Because executive sponsorship isn’t a checkbox—it’s the foundation of long-term customer growth.

Ready to reconnect and realign with confidence?

Let’s dive in.

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Building your Customer Success team from the ground up sounds exciting—until you’re staring at a blank org chart and wondering who (and how) to hire first.

In this episode of Designing Success, Rob walks you step-by-step through what it takes to build a Customer Success team the right way, from defining your mission and making that critical first hire, to designing roles around your customer journey and setting meaningful metrics that drive impact—not just activity.

You’ll learn:

• Why your first CS hire shouldn’t just “manage relationships,” but build processes, systems, and playbooks that scale.
• How to structure roles around real customer friction points, not generic job descriptions.
• The key metrics to set from day one to avoid vanity numbers and track actual success.
• How to embed Customer Success deeply into your company’s culture, not just around it.

Because the way you start your Customer Success function determines how well (and how fast) it can scale later.

Ready to start building smarter? Let’s get into it.

Don't forget to follow GrowthPilot on LinkedIn, YouTube and Substack!

Ever wondered why your perfectly planned onboarding hits a wall, or why customers go quiet when everything seemed on track?

In this episode of Designing Success, Rob digs into the psychology behind customer resistance—not as a problem, but as a predictable human behavior.

You’ll discover why customers hesitate, stall, or suddenly disengage—and more importantly, how to turn that friction into deeper trust and accelerated value.

Tune in to learn:

• The hidden emotional triggers behind customer resistance (hint: it's rarely about your product).
• How to identify resistance early, before it derails the entire relationship.
• Practical frameworks—like the “Customer Change Curve”—to proactively guide customers from hesitation to ownership.
• Real-world tactics for reframing resistance into meaningful conversations and lasting customer partnerships.

Because the best Customer Success teams don’t avoid pushback—they design for it.

Ready to tackle resistance head-on?

Let’s dive in.

Don't forget to follow GrowthPilot on LinkedIn, YouTube and Substack!