07 - Andrea Spillmann-Gajek - Value-Driven Leadership: Building Customer Success from the Inside Out

In this episode of "How I Met My Customer," Maximilian speaks
with Andrea Spillmann-Gajek, former CCO and seasoned Customer
Success executive with experience in Silicon Valley and now based
in Europe. Together, they explore why Customer Success (CS)
should not be treated as an isolated department, but rather as a
company-wide responsibility. Andrea shares her insights on
organizational silos, the shift brought by subscription models,
the role of leadership, and common mistakes companies make when
building CS teams.





**Timestamps:**


* \[00:00] What does Customer Success really mean?


* \[01:30] Why CS can’t succeed in a silo – a structural issue


* \[03:20] The origin of CS in the subscription economy and
typical pitfalls


* \[06:00] Market shifts, vibe coding, and the new pace of
competition


* \[09:30] Why defining "value" is so hard – and who owns it


* \[12:30] Customer Success as a company-wide effort


* \[15:00] Sales handover: why the "value statement" must be
documented


* \[18:30] Building CS teams: internal vs. external hires and
common missteps


* \[22:30] Key traits of great CS leaders: ownership, empathy,
chaos competence


* \[26:40] Favorite interview questions – what Andrea looks for
in candidates





**Many thanks to Andrea for this insightful conversation!**


If you want to learn more about Andrea or work with her, connect
with her on LinkedIn:


[Andrea
Spillmann-Gajek](https://www.linkedin.com/in/andreaspillmann/)