SuccessHour - GTM Rewired: How CS Fuels the AI Usage Economy
The GTM playbook is being rewritten — and Customer Success is at the center of it.
As AI startups shift from traditional ACV models to usage-based monetization, CS leaders are being asked to do more than retain customers — they’re becoming growth drivers, data translators, and strategic enablers. If you’re in CS and not evolving with this shift, you risk being left behind.
In this interactive session, Santosh Sahoo, Global Head of the MuleSoft Consumption Team at Salesforce, will share how usage-based monetization has shaped his own career and leadership approach.
Over the past year, he’s built a new global team focused on driving adoption, expansion, and usage-based growth — and he’ll offer an inside look at the challenges, team structures, incentive changes, and cross-functional strategies that made it work.
Whether you’re already experimenting with usage-based models or just beginning to explore them, this is your chance to learn from someone on the front lines. Bring your questions, compare notes, and hear how Customer Success can lead in a usage-first future.
You’ll learn:
Why usage-based GTM demands a new kind of CS leader
How to align CS incentives with usage growth and customer value
How usage data is reshaping CS workflows and team design
Real-world learnings from building a usage-focused CS function
What usage-based GTM means for CS partnerships and priorities
About the speaker:
Santosh Sahoo is the Global Head of MuleSoft’s Consumption Team at Salesforce, where he’s building the company’s first usage-led go-to-market motion. A seasoned leader in Customer Success, Sales, and Services, he brings deep expertise from managing $500M+ portfolios and scaling high-performing global teams.
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