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.

In this episode, we sit down with Fabian Veit, CEO of Make.com, to talk about what it really takes to scale not just one but two hyperscale SaaS companies - first in a classic enterprise sales-led motion, and now in a PLG + AI/automation world.

Fabian shares how Make has 15x’d revenue and grown from ~50 to nearly 400 people, while racing past 100k+ paying customers and aiming for €100M+ ARR, and why that requires a fundamentally different mindset than selling multi-million euro deals into the Fortune 2000. He contrasts the “one deal can make your quarter” reality of enterprise sales with the high-volume, product-first, self-serve motion of Make, where thousands of users sign up every month and the product has to carry the weight.

We also dig into what it means to build in the middle of the AI & agentic wave when your platform is literally how people wire AI into their business processes. Fabian explains why most AI projects are actually 80–90% integrations & automation, where AI is the smart layer inside the flow, not the whole show, and how Make is evolving from classic “if-this-then-that” workflows into visual AI agents that power real operations.

You’ll hear Fabian talk about:

• PLG vs Sales-Led: What changed when he went from 9–12 month, high-touch enterprise cycles at Celonis to Make’s “sign up free, upgrade yourself” engine.

• Rebuilding While Scaling: Why everything is always breaking in hypergrowth, and how he decides what to fix for 5× future scale, not just today.

• Brand & Positioning Pivots: The risky shift from Integromat to Make.com, losing SEO in the short term to win a much bigger global brand in the long term.

• Culture at Hyperspeed: How they keep their values intact with hundreds of new hires through explicit values & operating principles, and a brutal honesty policy inspired by Radical Candor.

• The AMA Channel: An internal Ask Me Anything Slack channel where anyone can ask leadership anything (even anonymously), and why Fabian believes answering every question publicly is non-negotiable for trust.

We wrap up with Fabian’s view on where we are in the AI hype cycle, why he compares this moment more to the industrial revolution than just another tech fad, and what kinds of human skills will matter even more in an AI-driven world.

In this episode, we’re joined by Pieter Boon, Co-founder at ImpactPilot, the customer success intelligence platform built for HubSpot. Pieter shares how he’s helping SaaS companies turn their CS orgs into true growth engines, measuring impact instead of activity through a framework called the Impact Driver Methodology.

Built on lessons from Google’s 10,000-person post-sales organization, this approach gives CS teams concrete ways to track success before renewal, using impact points tied to real customer outcomes like ROI proof, API adoption, or multi-year deals. It’s about replacing vague check-ins with measurable wins that move both customer and company forward.

We dive deep into how teams implement and operationalize the system, from designing the right impact drivers to setting incentives, avoiding false positives, and keeping customer value at the center. Pieter also reveals data from Impact Pilot users showing that customers with high impact scores are 7× more likely to renew or expand, and how that changes how you coach, measure, and reward CS teams.

Here are some of the key questions we address:

• What is the Impact Driver Methodology, and how does it solve the lagging-indicator problem in CS?

• How do you define and prioritize impact drivers that actually move the needle for customers?

• How can CS leaders design incentive models that balance company outcomes with customer value?

• What KPIs matter between onboarding and renewal, and how do you quantify “impact”?

• How can you use impact scoring to predict churn and expansion before it happens?

• What pitfalls to avoid, like rewarding “touches” instead of outcomes or overemphasizing feature use?

• How can early-stage SaaS teams implement this framework (and even start with a simple spreadsheet)?

• What’s next for CS as a function, and why Pieter believes it’s becoming the new growth engine for SaaS.

🎧 Tune in to hear how Pieter is redefining Customer Success for the revenue era where impact, not activity, drives retention, expansion, and long-term customer health.