About
I help organisations turn Customer Success into a strategic revenue engine.
With over…
Articles by Marco
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Customer Success in the Age of AI: Empowering Customers and Delivering Outcomes
Customer Success in the Age of AI: Empowering Customers and Delivering Outcomes
Customer Success layoffs are accelerating, they say. But are they, really? I actually am seeing a noticeable spike in…
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Ten reflections on the year ahead that will drive Customer Success in 2026
Ten reflections on the year ahead that will drive Customer Success in 2026
Customer Success is standing at the edge of its most exciting reinvention yet. AI, shifting buyer expectations, and new…
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Success Plans vs Account Plans vs Consumption Plans
Success Plans vs Account Plans vs Consumption Plans
In a well-functioning organisation, the sales and post-sales teams typically work in harmony, each contributing to both…
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🚀 The evolution of skills in Customer Success during the AI revolution💼
🚀 The evolution of skills in Customer Success during the AI revolution💼
The image above has been Generated by AI - Prompt: "create a picture of a customer success manager thriving for…
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Ambulances for Ukraine: seeking discomfort so others can find comfort
Ambulances for Ukraine: seeking discomfort so others can find comfort
We did it! What a week! Emotions, intensity, discovery, understanding, learnings and lots of human care. Last Friday…
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Seven predictions that will drive Customer Success in 2022
Seven predictions that will drive Customer Success in 2022
Where is the Customer Success movement going? Here we are again, end of the year 2021 and the time is right to share…
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Augmenting Diversity in Customer Success with the [H}olly Framework
Augmenting Diversity in Customer Success with the [H}olly Framework
> Introduction Decades of research show that in business diverse teams outperform homologous ones, to quote a few: more…
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Seven predictions that will drive Customer Success in 2021
Seven predictions that will drive Customer Success in 2021
After years of Customer Success needing to define and justify their importance in the organization, 2020 has proven to…
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Mastering Sales and Customer Success relationship in SaaS
Mastering Sales and Customer Success relationship in SaaS
Let me ask you a question: who owns the customer life-cycle in a #SaaS motion? I ask this very same question many times…
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The Game Changers
The Game Changers
While some people learn to simply work around problems, some other people set out to solve them. Whether they’re…
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8K followers
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Marco Carrubba shared this25 years. That day I was not in New York, but I was there. I had just recently come back from a seven years long adventure in the US: I called Silicon Valley home. In August 2001 we returned to Europe, opening a new chapter in lovely Milan in Italy. That day I was away from home, travelling for business. I was in London. It was another world - not as quick as today, not as online as today. Our mobile phones had a screen, just sufficient to show names and phone numbers and enable the only killer app of the time: writing and reading sms'. I remember that afternoon. We were in a high rise, around an oval table in a meeting room. Having a conversation or a brainstorm maybe. I remember we were alternating at the white board. One phone rings. Distracting. Then another one. Annoying. Then more at the same time, and insisting. A concert of ringtones. It was our families, calling us. Something was going on. It was the first tower. I was working at Philips Semiconductors, we were into TVs. We looked at each other. We all rushed downstairs to the lab, welcomed by a wall of test TVs showing a multitude of the same smoking tower. We all felt this was not a casual plane hitting a building. I knew this for sure: I had earned my private pilot's license a few years back and was immersed in the world of aviation. Hitting a building with an aircraft that large would have been extraordinarily difficult even on purpose. The idea that it could happen by accident was impossible to accept. We all stood there in disbelief, glancing at multiple screens all tuned on the same feed. Nobody was speaking, we were all listening to the voice coming out of the speakers: a voice balancing hypothesis, describing the scene and filling in beyond the images. We were all there trying to decode, just to witness the second plane hit. We remained glued to the screens all day. Processing what felt like science fiction drama. The day after I was meant to fly back, but of course the airport remained shut for three days. And when we were finally allowed to go back, it took me a full day of queue before security. No bags, no personal objects, not even paper was allowed onboard. I had been to "Window on the World", on 104th Floor of the twin towers a few month before. I did not particularly like the cuisine and the service, but the view! I recall it felt unreal, as if it were from a plane floating in mid air. I never thought a plane could smash into it. 25 years ago. That day I was not there, but I was there. And today I am back again. #NineEleven marked both an end and a beginning: the end of the illusion of an invincible America, and the beginning of two long wars in the Middle East. That fragile line between what ends and what begins became an indelible scar, etched not only into history, but into all of us. [No LLM was harmed to write this article as it came straight from the heart. I took those analogue pictures from the top and about WTC before 9/11. Feels like yesterday]
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Marco Carrubba shared thisEveryone seems to have an opinion about AI and Customer Success 🤖 Some predict the decline of the profession. The data suggests something very different. In researching the state of Customer Success globally, I found: ✅ More than 251,000 Customer Success professionals worldwide ✅ The profession grew 2.9% year-over-year ✅ Over 53,000 professionals changed companies in the last 12 months ✅ More than 6,400 active job postings currently available ✅ Women represent 53% of the profession, although representation declines at more senior levels The most interesting insight, however, was not about headcount. 💡 It was about how quickly our profession is changing. As AI automates coordination, reporting, and routine execution, Customer Success is becoming more strategic, more consultative, and more outcome-focused. The future belongs to professionals who can connect customer outcomes, business value, executive engagement, industry expertise, and AI transformation. ⏩ In my latest article, I explore the current state of Customer Success, the evolution of our profession, and the skills I believe will define successful CSMs in the Age of AI. I'd love to hear your perspective: what should we be learning today? So important and necessary and noble to work on the future of the next generation of Customer Success professionals, let's do it! #CustomerSuccess #AI #CSLeadership #PostSales #AIinCS #GTM #Leadership #FutureOfWork #CustomerExperience #ValueRealization #CustomerAdoption #AIWorkflows #CustomerExperience #FutureOfWork #SaaSLeadership #RevOps #AITransformation #AIRevolutionCustomer Success in the Age of AI: Empowering Customers and Delivering OutcomesCustomer Success in the Age of AI: Empowering Customers and Delivering Outcomes
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Marco Carrubba shared thisIt feels like humanity just got a promotion🚀 For years, we became more senior by doing the work first - writing, building, testing, reviewing, improving. Creativity and building have been at the forefront of human contribution: in the arts 🎨, in science 🔬, in business 💼, and in how we move society forward. That cycle of imagining, creating, implementing, improving has shaped how humanity operates for a long time. It was consolidated. Then synthetic intelligence became readily available 🤖 and it broke the model: suddenly, we could multiply parts of the process, augment them, accelerate them. Even rethink them completely. Over time, we shifted from execution into judgement. We stepped up more and more into critical thinking, judgement and building trust. On paper, that sounds brilliant. But I keep coming back to one question: ▶️ If we stop creating, how exactly are we validating? Because judgement comes from somewhere. We can validate because we have created before. We can critique because we have struggled through the work. We can govern because we understand what it takes to build. But if we completely delegate the creating, the building, the testing, the improving - will we still be able to validate the output? That is what worries me. If we outsource too much of the creating, how long before we weaken the very skill we need to validate the output? And if validation becomes weaker, what role are we really playing? This matters even more when we think about agents. Building agents is not just engineering - it is about systems that create and in some cases execute on our behalf. To do that well, we need human creativity, taste, experience and judgement. Critical thinking matters hugely. But without mastering creativity, it risks becoming commentary. My hope is that we use AI to augment creativity, not replace it. This is what I am forcing myself to do. It is so addictive and easy to let the machine do it for me, but I am intentionally keeping this as a skill to leverage, exercise, renew. I try to use AI for what it is: 🎨 a tool to widen the canvas, 🖌️ I do not hand over the brush. Because if we want to keep saying “this is good”, “this is right”, or “this needs to change”, we need to stay close to the act of making. Creation is not just a task. It is how we learn to judge. 🔍 So continue creating. Continue imagining. Continue building. Continue making humans relevant. Nurture the precious skill of creativity and celebrate successes. It's an investment into a brighter collaborative society, where humans and synthetic entities work together to create a better future. 💡 After all, where would the fun and fulfilment be if we delegated to machines the joy of building something useful and with purpose? Drop your thoughts in the comments below! #AI #ArtificialIntelligence #HumanIngenuity #FutureOfWork #CreativityMatters #AIEthics #HumanCenteredAI #InnovationCulture #SyntheticIntelligence
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Marco Carrubba shared thisHad an absolute blast catching up with Richard and recording a podcast that forced us — for once — to slow down and actually think about the madness of the pace we’re living in. AI is everywhere. A halo drifting across society, touching every job, every habit, every expectation. Feels magical at times… but let’s not kid ourselves. It’s still software. A tool. One that supercharges human ingenuity when we use it with intention. We dove into: ▶️ AI’s impact on business and society ▶️ The skills we need to evolve ▶️ Changing customer and team expectationsCustomer Success ▶️ How AI is reshaping the discipline ▶️ And of course, what we’re genuinely excited about ⏩ We also asked: What do we fear? Perhaps the fear is not AI itself, but the temptation to switch off our brains and let the tools think for us. The future belongs to those who stay curious, stay human, and stay in the driver’s seat. Thanks Richard and what makes you tick for the opportunity to synthetize my thoughts and blend them into what I hope will make others tick #AI #CustomerSuccess #Leadership #FutureOfWork #Innovation #EthicalAI #BusinessTransformationMarco Carrubba shared thisif you care about customer success and expansion, this is for you Marco Carrubba is back on the pod, this time with a view towards 2030. and what that means for existing account strategy and our teams. If the world's most prestigious tech companies are thinking about that date already, maybe you should too 👀 enjoy ✅️ YouTube https://lnkd.in/eQDCp7wB Spotify https://lnkd.in/eb5fNTpF Apple https://lnkd.in/eajsvkfZ
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Marco Carrubba shared thisThere’s a moment in every great customer relationship - the moment where everything clicks. Not because of a feature, or a dashboard, or a quarterly review… but because the customer finally feels the partnership. They see momentum. They see outcomes. They see that they’re not walking the journey alone. That moment is where churn prevention truly begins. Churn isn’t just a metric. 💡 It’s the story of whether your customer believes in the value you create, the relationship you build, and the future you’re shaping together. And when you treat it that way, everything changes. Four things keep customers firmly in the relationship - not wobbling, not drifting, not “just exploring alternatives.” 1️⃣ Lightning‑fast onboarding - If the first experience drags, you’ve already lost the plot. Early momentum is the strongest anti‑churn force we have. 2️⃣ Relentless value delivery - Not the occasional ta‑da moment. Not a quarterly business review with a few colourful charts. Real retention comes from consistent, meaningful outcomes that compound over time. And in complex accounts, it’s not enough to create value - you must equip your customer contacts with evidence of that value. Give them the metrics, stories, and proof points they can amplify up their chain of command. When champions can advocate internally with confidence, churn loses one of its favourite entry points. 3️⃣ Multithreading the relationship - One of the biggest churn triggers is a single point of failure. If your champion leaves, goes quiet, or suddenly turns against the partnership, you shouldn’t be scrambling. Multithreading means building a web of relationships across product, operations, finance, and leadership so conversations stay seamless, context stays intact, and momentum never depends on one person. Such a good motion to spread around the love about your product! 4️⃣ Cross‑functional ownership of risk - Churn prevention works only when everyone owns it. And when everyone owns it, everyone knows when it’s their turn to act. If it’s a delayed product feature, Product steps up. If it’s a commercial blocker, Sales steps up. If it’s a support or operational issue, Support and Customer Success orchestrate the fix, assign owners, and drive actions. And sometimes the blocker sits with the customer: a deprioritised internal campaign, missing resources to customise or operate the service, or slow internal decision‑making. In those cases, CS guides, nudges, and helps the customer unblock themselves. #Churn isn’t a CSM solo act - it’s a company sport with clear roles, shared accountability, and coordinated execution. And when customers truly understand the value - when they can articulate it, amplify it, and champion it internally - they don’t just stay. They open the door to upsell and cross‑sell, because advocacy is the strongest commercial engine of all. #CustomerSuccess #SaaS #NRR #GRR #CustomerRetention #CSLeadership #CSM # #CSLeaders
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Marco Carrubba shared thisSomebody asked me about adapting my cultural behaviour at work this week - addressing different ways of working, different habits, and how these impact outcomes. It got me thinking💡 We often talk about “culture” at work, but rarely do we unpack what it actually means. Because culture isn’t just one thing - it’s layered. 1️⃣ Personal culture - your invisible operating system Before we ever join a company, we’ve already been “programmed.” The way you were raised… The environment you grew up in… The behaviours that were rewarded or discouraged… All of it shapes how you show up. Are you comfortable taking risks - or wired to play it safe? Do you speak up easily - or think twice before challenging? Do you thrive in ambiguity - or look for structure? None of this is random. It’s cultural conditioning, deeply ingrained and often invisible to us. 2️⃣ Company culture - the system you step into Then you join an organisation. And suddenly, there’s another layer of “expected behaviour.” Every company, intentionally or not, creates a culture: What gets rewarded What gets tolerated What gets ignored How you should behave (faster, creatively, honestly) ⏩️ Do we celebrate risk-taking, or caution? ⏩️ Do we optimise for speed, or precision? ⏩️ Do we value individual performance, or collective success? The important thing is: 👉 this isn’t hidden. You can find it easyly in values pages, leadership messaging, how decisions are made. The question is: do you understand it - and are you aligning to it intentionally? 3️⃣ Team culture - the one you build every day And then comes the most underrated layer 👉 the culture of the team you’re part of. Because culture is not only inherited. It’s created - constantly. Every interaction, every meeting, every decision. You are shaping the micro-culture around you by participating to the system: ⏩️ How do you show up for others? ⏩️ How do you communicate? ⏩️ How do you influence the tone of the group? Over the past few months, I’ve been working on this with my team, mainly behind the scenes, by osmosis - making our values visible, reflecting on how they show up in our day-to-day communication, and intentionally seconding the culture we want to build together. I’ve also put together a simple guide so others can replicate how to start this - sharing it below in case it’s useful. Culture is not static. And it’s not external. It’s a tool. A powerful one. If you understand your personal wiring, if you can decode your company’s environment, and if you consciously shape your team dynamics, then.. ⏩️ you stop reacting to culture and start using it intentionally ⚡️ Personal culture shapes how we show up. Company culture shapes what gets rewarded. Team culture shapes how work actually feels. The magic happens when we become conscious of all three. #Culture #Leadership #Teamwork #Inclusion #WorkplaceCulture
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Marco Carrubba shared thisThrilled to share that I’m stepping up as an Embrace@LinkedIn Co-Lead for EMEA 💙 I’m incredibly excited to join forces with Jennifer Shaw-Sweet here in London, and to collaborate with our inspiring local leads Jessica B. Shankho Mukherjee Vidya Sanjeevi Bijan Varahram Fiona Dongang Oriane Chevi Embrace is LinkedIn's employee resource group for belonging - and this one truly means the world to me. There's a full circle in it too: I was part of Embrace during my Microsoft days, and now it's a privilege to help grow the movement in EMEA for LinkedIn 🙌 What Embrace is all about: celebrating our beautiful workforce across cultures, ethnicities and nationalities by driving engagement, education, and celebration of diversity. Amplifying the voices and lived experiences of communities too often left at the margins, honouring heritage, and creating real platforms for storytelling and dialogue feels so important. This is also personal. As an Italian who’s made London home - and the son of parents who emigrated to Argentina to escape poverty and the chaos Italy faced after the war - I know what it means to build a life across cultures. I grew up understanding how much it matters when someone makes space for you. It’s the same instinct that took me to the Polish–Ukrainian border, driving ambulances and delivering medical kits bound for Lviv, hoping to offer even a small measure of comfort. And then staying on to support the refugees arriving with nothing but fear and a bag in their hands. See https://buff.ly/7DYKDkP if you want to know more. And that thread - turning care into action - is what runs through everything I do. So… let's go. 🚀 To everyone already part of Embrace - thank you. Let's make belonging the norm, not the exception. Let's keep our doors wide open. 🌍 #Belonging #Inclusion #Embrace #ERG #Diversity #LinkedIn
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Marco Carrubba shared this🔄 Renewals don't just "happen" at contract end – they're earned (or lost) over the entire customer journey. In SaaS, renewals are the ultimate report card on how well you managed the relationship from Day 1. If a big renewal surprises you at the last minute (good or bad), something went wrong much earlier. The fix? Treat renewals not as one-off transactions, but as a continuous, proactive process that begins right after signatures ✍️ 🎯 Key principles for stronger renewals: 1️⃣ Renewals start on Day 1, not Day 365. Kick off every engagement with fast, valuable onboarding. Early "wow" moments create stickiness 2️⃣ Segment by complexity and risk, not just calendar date. A multi-product renewal six months out may need more attention than a simple one next month 3️⃣ Multi-thread your relationships. Don't rely on a single champion. Build multiple contacts and executive sponsors – if your only advocate leaves, your renewal is at risk 4️⃣ Lead with outcomes, not features. Customers care about business impact – cost savings, efficiency, revenue growth, risk reduction – not a demo checklist. 5️⃣ Know when to cut losses. Some accounts won't renew no matter what (bad fit, M&A, industry turmoil) 6️⃣ Act on early warning signs. 🚨 Don't let small issues fester. Fading engagement? Ask why. Stalled adoption? Pull in product. Catching problems early beats firefighting in the final 30 days 7️⃣ Capture lessons from every outcome 📚 Post-mortem every loss. Bottle the formula behind every save 📊 Make it a team habit – anchored by rigorous forecasting and cross-team collaboration. Establish a structured cadence where Sales, CS, and Ops sync to forecast from two angles: 🔹 Bottom-up: AEs and CSMs sharing real-time customer sentiment and insights. 🔹 Top-down: data-driven models predicting churn/expansion from usage and historical patterns. These use historical patterns, product usage trends, engagement data, and cohort analysis to predict outcomes mathematically. This approach is objective, consistent, and unaffected by optimism bias or relationship dynamics. This is where the AI Agents eventually fit in. When views align, forecast with confidence. When they don't align – that's your signal to investigate💡 In parallel, run a "red accounts" review 🔴 to dive deep into the toughest at-risk renewals. Bring in cross-functional leaders (product, support, engineering) for creative problem-solving. Sometimes extraordinary challenges require out-of-the-box solutions, executive involvement, or commercial creativity. Make it safe for anyone to raise a hand early. ✅ Bottom line: getting ahead of renewals isn't about starting the conversation earlier – it's about fundamentally shifting your approach. Put customer outcomes, multi-threaded relationships, and relentless proactivity at the center. Build the right rhythm, and no customer falls through the cracks 🚀 #CustomerSuccess #Renewals #SaaS #NRR #GRR #CustomerRetention #CSLeadership #CSM
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Marco Carrubba shared thisThere’s a moment every CS leader eventually hits. You’re staring at a renewal forecast, a maze of workflows, a stack of “we need to fix this” chat threads… and you realise something quietly terrifying: your team is doing heroics to compensate for a system that can’t scale. A clear structure is emerging in modern CS teams: they rely on two foundational roles: 💥 the customer facing Forward Deployed Engineer 💥 the company facing GTM AI Engineer This dual‑role model is becoming the backbone of high‑performing Customer Success organizations. 🥇 The Forward-Deployed Engineer (FDE) The customer-facing technical strategist Industry leaders describe how forward‑deployed engineering evolved from classic solution architecture: strong technical people embedded with customers to translate messy business reality into working solutions, unblock adoption, and shorten time-to-value. In CS, this maps directly to: ▶️ Onboarding specialists who can design workflows, not just run playbooks ▶️ Technical CSMs who can interpret customer environments and constraints ▶️ Implementation leads who prevent “white‑glove chaos” by structuring complexity ▶️ Expansion‑focused advisors who understand both the product and the customer’s operating model The FDE is the external nervous system of the CS org. They sense, interpret, and transmit signal. 🥈The GTM AI Engineer (GAIE) The system builder behind the scenes If the FDE is the nervous system, the GAIE is the brainstem. New job descriptions emphasize building agentic workflows, designing orchestration, and increasing productivity per headcount - often reporting directly to the CEO Post‑sales leaders are defining roles accountable for translating onboarding/renewals/expansion into agentic workflows and governing their performance The GAIE is the person who: Builds the automation fabric that powers CS ▶️ Turns tribal knowledge into repeatable, scalable workflows ▶️ Deploys and governs AI agents across onboarding, QBRs, renewals, and expansion ▶️ Owns data quality, workflow orchestration, and system reliability ▶️ Works in sprints, with version control, documentation, and release notes ▶️ Sits close to CS leadership because their work shapes the entire customer lifecycle This is not CS Ops 2.0. 💡 This is engineering applied to Customer Success. Customer Success is evolving from a people-only discipline to a people + systems + agents discipline. FDE and GAIE together form the new CS spine - the connective tissue between customer reality and scalable automation. Teams that adopt this structure early will deliver faster value, reduce manual work, and scale with fewer people and more leverage. Teams that don’t will drown in complexity. So, which role will you hire first? #CustomerSuccess #CSLeadership #PostSales #AIinCS #GTM #AIWorkflows #CustomerExperience #FutureOfWork #SaaSLeadership #RevOps #AITransformation #CustomerSuccessEngineering #AgentOps #CSOps #EnterpriseSaaS #AIRevolution
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Marco Carrubba reacted on thisMarco Carrubba reacted on thisToday is my last day with Microsoft, after nearly 21 years. Lately, my LinkedIn feed has been full of farewell posts from people leaving the company—some with fewer years than me, many with more. It reminds you that you are not uniquely positioned, even though it feels profoundly special to you. It is impossible to summarise 21 years in a single post without missing someone or something that made the journey unique. Instead, I want to highlight the four core elements that kept me at this amazing company for much longer than I ever imagined: PEOPLE: I had the immense privilege of working with brilliant, kind minds who constantly pushed the boundaries of what is possible and turned into lifelong friends. IMPACT: I had the opportunity to contribute to Microsoft’s mission, and more importantly, I was given the platform to drive impact on the things that truly matter for me. SCOPE & GROWTH: For most of the last two decades, I operated at the edge of my comfort zone—always having to reinvent how I did things, leading to continuous business and personal growth. ENERGY: I don’t think there was a single Sunday evening that I wasn’t genuinely looking forward to going into the "office" on Monday. These are the reasons I stayed for so long, and they are the same principles that have shaped my decision as I take this next step. Grateful for the last 21 years, excited for the future.
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Marco Carrubba reacted on thisMarco Carrubba reacted on thisBeing a beginner again after years of experience is a strange feeling. You know how to work. You know how to build relationships. You know how to navigate challenges and deliver results. And then you start a new role and suddenly you're surrounded by new systems, new acronyms, new ways of working, and a whole lot of things you don't know yet. At Microsoft, we often talked about being comfortable with being uncomfortable. At the time, I understood the words. Now, starting a new chapter at LinkedIn after experiencing redundancy, I feel like I truly understand what they mean. There have been moments over the last few weeks where I've felt experienced and confident. And there have been moments where I've felt like the newest person in the room, trying to absorb everything around me. Both can be true. What I've realised is that confidence isn't having all the answers. It's trusting yourself when you don't. Experience doesn't lose its value just because you're new. If anything, it gives you resilience, perspective, curiosity, and the confidence to ask questions and keep learning. Being a beginner again isn't a step backwards. It's proof that you're still growing. And for that, I'm incredibly grateful. #CareerGrowth #GrowthMindset #Learning #NewBeginnings #CustomerSuccess #LinkedIn Charlie Davies Marco Carrubba Nithya Kumar Amanda Filippi Dorcas Dago Clare Plata Sander Meysen Laurent Pierre Jr Rebecca Schnauffer
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Marco Carrubba reacted on thisMarco Carrubba reacted on thisA few weeks ago my adventure at Workiva came to an end. I ♥️ loved ♥️ every minute of it, building our Enterprise Customer Success team in EMEA and taking our Signature Experience offering to market. It's easy to say this of any employer on LinkedIn, but trust me when I say - Workiva is full to the brim of the most empathetic, creative, and thoughtful people you'd ever experience in SaaS. What really made it stand out to me as was its approach to data and human-led leadership; I will never forget how in my second week Joe Dan Dockrey dedicated a ✨ whole day ✨ of a leadership offsite analysing the results of our recent employee survey, and driving real commitments from every leader on the actions we'd take to elevate our team's motivation and joy at work. A million thanks to him, Rebecca Wallace and Chris Braley for their example, their leadership, their friendship, and the inspiration their brought everywhere with them, as well as to Holly, Tim, Cristina, and Kelly for being the best team I could have ever asked for. Workiva is always hiring and if you ever wondered whether it's the place for you, I could not recommend it more passionately. September often brings fresh beginning and I'm very excited to share that I've joined Thought Machine to lead our EMEA Client Success organisation as we scale core banking transformation for the largest, most innovative banks in the world, and push beyond our recent milestone of $100mil ARR. I am looking forward to building and enhancing an already stellar Services org with our Success, Services, and Forward Deployed Engineering teams. A heartfelt thank you to Peter , William, Harry, Charlie, Octavian, and everyone else who supported me during my first few weeks here. I can already tell this team is on its way to true greatness and feel lucky to become part of the journey. If you'd like to join us, find the link in the comments. 💪
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Marco Carrubba reacted on thisMarco Carrubba reacted on this🚨 HERE WE GO! 🚨 The transfer rumours are true. After 2.5 years at Writer, I’m incredibly excited to share that I’ll be joining Pylon as Founding Customer Success Manager – EMEA. I’ll share more about the move, the mission and why I chose Pylon over the coming weeks. The journey continues. 🚀
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Marco Carrubba reacted on thisMarco Carrubba reacted on thisCareer news: I’m joining Mindtrip, Inc. as General Manager for the EMEA region. In my role, I’ll be driving Mindtrip’s growth in Europe, the Middle East, and Africa, helping travel organizations turn inspiration into action with personalized, AI-powered trip planning right on their website. When looking for my next move, I considered three things: 1️⃣ SaaS is changing - I wanted to join a truly AI-native company 2️⃣ Travel is my passion - I wanted to stay in travel tech 3️⃣ Company culture is critical - I wanted to join a small, high-calibre team firing on all cylinders Mindtrip was a perfect fit - but there’s also a more personal connection. This summer, I took an extended break for the first time in my career and spent most of it traveling (shock!). My biggest highlight was travelling solo for a month Central Asia - a trip that I relied heavily on Mindtrip to help plan. First a user, now a builder! Check out my Mindtrip guide of Uzbekistan in the first link in the comments - the photos in the main carousel are all my own. Bonus: sign up for an account and follow me to see guides for the rest of my tour in the next couple of days.
Experience
Education
Licenses & Certifications
Volunteer Experience
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Member of the Board of Advisors
Customer Success Middle East
- Present 2 years 8 months
Science and Technology
Honoured to be able to contribute shaping the direction of this community. Shukran!
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Volunteer Staff
Driving Ukraine
- Present 3 years 5 months
Disaster and Humanitarian Relief
Charity champion for collecting donated medical equipment and Ambulances destined to Ukraine
https://www.linkedin.com/feed/update/urn:li:activity:7075989258502643712/ -
Mentor
Techstars
- Present 8 years 5 months
Science and Technology
Techstars is the leading worldwide startup accelerator. I am a mentor of the London based accelerator.
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Angel Investor
Angels Den
- Present 10 years 9 months
Science and Technology
Angels Den was first established in 2007 and has since funded over 200 companies.
I am an Angel Investor in amazing tech companies, assessing investment opportunities by market demand, growth potential, quality of management team, and conducting all relevant commercial, legal and financial due diligence -
Mentor
Virgin StartUp
- Present 8 years 3 months
Science and Technology
Virgin Group's not-for-profit organisation, helping entrepreneurs in England & Scotland to start, fund and scale their business. I am a mentor in London.
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Mentor
TechItaliaLab
- Present 10 years 1 month
Science and Technology
London based incubator with an intensive 10-week mentor-led programme supporting Italian-speaking start-up young entrepreneurs launch their ideas off the ground, accelerate their growth, and conquer English-speaking markets. I am one of the historical mentors.
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Mentor
Handshakr
- 2 years
Science and Technology
Handshakr is on a mission is to build the go-to digital space for companies and innovators to connect, engage and collaborate to achieve a mutual goal—a deal.
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Mentor
Compare Ethics
- Present 7 years 7 months
Economic Empowerment
Compare Ethics empowers its ethically conscious community to find certified and verified sustainable products and services.
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Mentor
Vodafone Bright Sparks
- 1 year
Science and Technology
One of the ten mentors selected worldwide to help startups in this programme run in collaboration between Vodafone and Oxford University Innovation
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Mentor
Oxtractor
- 1 year 1 month
Science and Technology
Oxtractor is a Software as a Service that extracts key information from user generated content by using AI and NLP to create actionable insights for businesses.
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Mentor
3co
- 1 year
Science and Technology
3co is the world’s simplest solution for showcasing beautiful products in augmented reality - 3D scanning robotics & augmented reality APIs for iOS & Android e-commerce apps to help businesses increase customer conversion rate and decrease likelihood of return.
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Mentor
Grumgo
- 9 months
Education
Mentor for go-to-market and partner strategy. Smart experiential city travel with help from AI, travel psychology and cognitive neuroscience.
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Cofounder - Chief Executive Officer CEO
Timelicious Ltd
- 2 years
Science and Technology
Visionary and dreamer. Timelicious was all about re-imagining your spare time.
I proactively participated to establishing all aspects of the business. My focus was to relentlessly drive momentum, secure funding, orchestrate product go-to-market and sales. -
Ambassador, author and coordinator
Internet Safety and Controls for Children
- Present 18 years 9 months
Children
Author of book #NatiPerNavigare (2014) for parents, to foster awareness on Internet Safety and founder of related website.
Blogger for La Tua Famiglia in Rete, the Italian Parent’s Association.
Volunteer in Vodafone’s team where I coordinated the #BeStrongOnline campaign and lead Microsoft’s participation in Safer Internet Day, hosted by European internet safety network, Insafe for eight years in a row.
Regular presenter and lecturer in schools and at public events.
Publications
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A guide to Personal Branding
See publicationYou might have heard that a business brand is of paramount importance to the success of a company: brands help identifying and differentiating goods and services from the competition, so that it can be easily communicated and marketed.
But what if the company was YOU Co.?
You, my friend, are your personal brand. -
#natiperNavigare - Manuale di sopravvivenza per genitori alla deriva (in Italian)
Il Fuoco di Estia
See publicationA practical manual for parents that want to experience a safe family use of the Internet
Projects
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Digital Photography Academy
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Launched Microsoft Photo Academy, a series of events hosted by Microsoft, on art, tools and techniques of digital photography, with regular special guests.
Honors & Awards
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Customer Success Collective's one of 24 to watch
Customer Success Collective
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25 Most Creative Customer Success Leaders of 2024
EverAfter
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Winner of Vodafone Cloud Pioneer Award
Vodafone
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Winner of best Client Customer Satisfaction in EMEA Enterprise Services for Great People, Great Performance Award
Microsoft Corporation
Languages
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Spanish
Native or bilingual proficiency
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Italian
Native or bilingual proficiency
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English
Native or bilingual proficiency
Recommendations received
23 people have recommended Marco
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Solgari
Progress starts when organizations stop treating Teams as an internal meeting tool and start running real customer conversations through it. When voice, WhatsApp, SMS and email sit in one place for the agent, specialists can be pulled in with one click and every interaction is logged to the CRM without extra effort. In UC Today's recent roundtable, Paul Mason shared that the smartest way to scale is to pick one measurable customer outcome, whether that’s first contact resolution or handling time and prove it delivers value and only then expand. A key point to make is that none of this works without complete conversational data. When every customer interaction is captured in a single workflow, AI tools finally have the context they need to be accurate and genuinely useful. This is what turns Teams from a meeting platform into a true customer engagement layer. This was exactly the kind of thinking discussed in UC Today’s roundtable with Solgari, NFON UK and 8x8. Read the full UC Today article here: https://lnkd.in/eZGqt4A2 #MicrosoftTeams #CustomerExperience #UnifiedCommunications
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Conversely AI
What if every rep could hit quota faster, close more deals, and boost confidence—without burning out your managers? AI-powered sales coaching makes it possible. By delivering real-time insights, automated skill assessments, personalized training, and virtual role-play simulations, reps improve daily and revenue becomes predictable. Learn more in our full post: https://lnkd.in/gUBAusUV #SalesCoaching #AI #SalesEnablement #RevenueGrowth #TopPerformers
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Call Centre Helper
Rapid growth is exciting, but it’s also where contact centres set their future 🚀 When you scale fast, the habits you build early shape everything that follows: how you hire, coach, measure performance, and work across the business. That’s why we spoke with CX Operations & Strategy Consultant Pier Ragone, who shares his first-hand lessons on building the right foundations during periods of rapid expansion 👉 https://lnkd.in/eXn8bb9f #CX #ContactCentres #AI
2 Comments -
The PreSales Group
💡 PreSales Tip: Spend the first 5 minutes of your discovery call building trust, not extracting data. Here’s a simple structure that works wonders 👇 🔸 Connect — Light personal intro, genuine curiosity 🔸 Context — Share a quick 30-sec framing of why the call matters 🔸 Calibrate — Ask one thoughtful opener like: “What’s the #1 outcome that would make this conversation valuable for you today?” This single question often surfaces pain points that 30 mins of scripted Q&A won’t. Discovery isn’t interrogation — it’s co-creation. What’s your favorite opener to make prospects drop their guard? 👇 #PreSales #DiscoveryCalls #SalesEngineering #TechSales #GTM
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Growth Matters International
Revenue volatility is rarely a strategy problem. It is usually an execution problem. Many organisations start the year with ambitious sales plans, only to see them break down by the end of Q1. The real difference between inconsistent results and predictable growth is management capability. The 2026 Sales Planning Canvas helps diagnose where execution may fail before pressure builds. Built on the Nine Disciplines of Sales Management, it provides a practical framework to align strategy, rhythm, and capability. Download the guide and assess your organisation’s readiness for predictable growth: https://lnkd.in/dstj9wqN
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Saleo
"Do more with less." Sound familiar? It’s the reality every presales team is facing. But the real risk isn’t resource strain. It’s losing visibility and control over the buyer journey. In today’s market, the pressure is on with more prospects, fewer resources, and faster cycles. But here’s the kicker: "AI isn’t collapsing your sales cycle, it’s taking a part of it out of your visibility and control." That’s the shift we’re seeing. Presales is being pulled earlier into the process. Not just to show features, but to shape the story. The real question isn’t "How do we do more with less?" It’s "How do we stay relevant and help our buyers solve real problems?" Watch the clip with Ron Whitson 🎾 to hear more about how modern presales teams are adapting and why it matters.
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Reprise
Your presales team is using AI. But are they using it where it actually matters? Most teams stop at automation, focusing on faster responses, quicker prep, templated follow-ups. That's table stakes now. The teams pulling ahead? They're deploying AI at the moments that actually influence deal outcomes: qualification conversations, discovery calls, and strategic account planning. Join us February 26th for Part 3 of our Practical AI series with Iris AI, where we're breaking down exactly how to make this shift. Hear from: Kelley Pidhirsky, David Maloof, Katie Jackson, & Dewey Schunk Register here 👉 https://luma.com/8qv2obsi
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Imparta
AI is transforming sales, but disconnected tools are slowing teams down. Sales leaders are under pressure to deliver more with leaner teams, while enablement leaders must scale learning across dispersed sellers. The promise of AI is real but when tools are deployed in isolation, they create inefficiency, erode trust, and fail to deliver measurable improvement. As Chris Jackson from Cisco put it at the recent Gartner CSO and Sales Leader Conference: “An island of AI is useless. It has to be part of the system, part of the workflow.” In this article, we break down the symptoms of the ‘AI Island’ problem and what organisations must do to integrate AI effectively for real impact. Read the full article: https://lnkd.in/eT72-VtR
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