In this episode, we’re joined by Kate Sygrove, Director of Customer Success at Mouseflow, the SaaS platform for website behavioral analytics. Mouseflow is a $10M+ ARR business with 3,500 customers, 51 employees, and a CS org balancing enterprise white-glove with digital CS at scale.

Kate shares a practical playbook for one of the biggest CS challenges in SaaS right now: getting heard at the exec table. We unpack what it actually means to “speak the language of the CFO,” how to turn CS insight into predictive numbers the business can plan around, and why CS leaders need to pair hard data + soft data to drive decisions on churn, retention, and roadmap priorities.

Here are some of the key questions we address:

• What does it mean to “speak CFO” as a CS leader and, why does prediction matter so much?

• How do you convert customer sentiment into a forecast model that the exec team can use?

• Why is hard data + soft data the only reliable way to judge account health?

• How do you reframe CS initiatives into business outcomes like revenue protected, time-to-value, and scalability?

• What should CS leaders demand from Sales/Marketing/Product to make collaboration actually work?

• What changes when you transition from CSM → CS leader, and how do you prepare for the jump?

🎧 Tune in to hear Kate’s concrete frameworks for making CS visible, measurable, and influential and how to show up in leadership meetings with a clearer business case than ever.

In this episode, we’re joined by Youssef Hounat, product leader, ex-auditor, and (unexpectedly) freestyle-rap-ready builder of tools for accountants. He went from training at Ernst & Young to helping scale DataSnipper into one of the Netherlands’ unicorns, and now he’s building again as Head of Product at ComplianceWise.

We unpack what’s actually changing inside product teams: AI stops being a rewrite/search tool and becomes a teammate that takes real work off your plate. Youssef shares how the best teams reduce context switching, turn customer research into a habit, and use agentic workflows + MCPs to connect tools like email, Jira, Figma, and docs without becoming a “fleshy meat puppet” copy-pasting between 10 tabs.

Here are some of the key questions we address:

• Why do 99% of teams still use AI wrong, and what mindset shift fixes it?
• How do you turn customer research into a continuous habit using transcripts + automated pipelines?
• What’s a real example of AI helping product push back on “build this to close the deal” and finding the true request underneath?
• How do top teams use MCP + coding agents to move from idea → PRD → Jira tickets without leaving the terminal?
• What’s the difference between a prototype you build to learn vs a product you build to earn — and why vibe-coded output can’t go straight to production?
• How do you avoid reinventing the wheel and start with small weekly automations that compound?
• What’s the real risk behind shadow AI usage and how do you get IT onside instead of blocked?

🎧 Tune in to hear Youssef’s practical playbook for building an AI-enabled product org—where humans do the high-leverage thinking, and the machines handle the busywork. Plus: a freestyle rap that might be the strongest case for accounting tech you’ve ever heard.

In this episode, we’re joined by Jeppe Schytte-Hansen, CEO and Co-founder of Omnidocs, a SaaS company that’s moving fast: €22M+ in revenue, 1,500 customers, 155 employees, and four acquisitions in the last 18 months after bringing in private equity for the first time. Jeppe breaks down what it really takes to turn a steady, profitable SaaS into a buy-and-build platform, from product alignment and enablement to the emotional reality of killing someone’s “version 2.0” and managing the slowdown that almost everyone underestimates.

We spoke with Jeppe about choosing PE over VC, building a 14-point M&A framework, and why one plus one rarely equals two in the first year. He explains the “integration foxtrot” (quick–slow–quick–slow), how to preserve culture across six offices and four countries, and why Omnidocs is betting big on the shift from traditional documents to “fluid formats” in the coming years.

Here are some of the key questions we address:

• What is the 14-criteria M&A evaluation framework, and what are the two instant disqualifiers?

• Why does every buy-and-build strategy start with a slowdown, and how do you shorten it?

• What makes product alignment the hardest part of M&A, and how do you decide when to kill a nearly-finished product?

• How do you structure integration squads and seven integration tracks across acquired companies?

• What does it take to enable sales teams to manage multiple products without slowing down new logo acquisition?

• How do you avoid overestimating cross-sell potential, especially in the first 12–18 months?

• Which are key roles and people to drive a successful pre, during and post-acquisition process?

🎧 Tune in to hear how Jeppe is transforming Omnidocs from a steady SaaS into a multi-product, pan-European platform proving that buy-and-build is far more than a financial strategy; it’s an operational discipline.