The Marketing Rizz Podcast with Christine Borkowski

What happens after the sale can determine whether a SaaS customer stays. In this episode of The Marketing Rizz Podcast, we sit down with Christine Borkowski, Founder of The SaaS Post-Sale Studio and a Customer Success leader with 14+ years of experience building and improving post-sale systems for B2B SaaS companies. Christine has led 100+ implementations and managed $10M+ in ACV, with experience across companies including Braze, Eppo, Optimizely, Sharethrough and Aampe. Her journey into Customer Success started in an unexpected place — public relations and social media marketing. What began as managing campaigns and coordinating across teams evolved into a career spanning enterprise onboarding, experimentation, personalization, AI implementations and Customer Success leadership. In this conversation, we explore what it really takes to build a scalable post-sale organization and why Customer Success deserves far more strategic attention from SaaS founders. We discuss: • Why the sales-to-Customer Success handoff is one of the most important — and most overlooked — moments in the customer journey • How poor handoffs create friction and force customers to repeat information they have already shared • What a scalable Customer Success organization actually looks like • How SaaS companies can build better onboarding experiences as they move upmarket • Why post-sale operations become increasingly important as deal sizes and stakeholder complexity grow • How AI is changing the day-to-day role of Customer Success Managers • Where AI can reduce administrative work and give CSMs more capacity • The importance of combining technology with human judgment in Customer Success • How better post-sale systems can reduce costs and improve renewal potential • What SaaS founders should think about when building Customer Success for growth, fundraising and strategic exits Christine brings a practical perspective shaped by years of working inside high-growth SaaS companies and now helping early-stage B2B SaaS businesses strengthen their post-sale operations. If you're a SaaS founder, Customer Success leader, CSM or revenue leader, this conversation is packed with practical insights on building a post-sale experience that can actually scale. #CustomerSuccess #SaaS #B2BSaaS #CustomerExperience #CustomerService