Lincoln Murphy

About Lincoln Murphy

I built Customer Success as a growth mechanism. The goal was always revenue — specifically, getting more of it from customers companies had already acquired. Not to make customers happy. Not to reduce churn as an end in itself. To get customers to outcomes that matter to their business, because that\'s the only model where the commercial results actually follow.I formalized the discipline. Co-authored the book (Wiley, 2016). Watched the field spend a decade trying to pretend CS wasn\'t commercial. Took the message to sales leaders and CROs instead, framed it in revenue terms, and found the same universal problem everywhere: companies with customer bases full of untapped lifetime value and no system to capture it.That\'s what I\'ve been building since. LTV:Max is the framework and resources for maximizing customer lifetime value systematically. Extensible Agents is what CS becomes when agentic AI removes the bottleneck that was always the customer — and frees your team to do the work only humans can do.The same inflection point that happened in 2012, when Customer Success went from instinct to discipline, is happening again. The teams that formalize agentic CS first will define what this function looks like for the next decade.If you run CS at a SaaS company and you\'re trying to figure out what this means for your team: sixteenventures.com, ltvmax.com, extensibleagents.com.

Experience

1. Vice President of Customer Experience

   Listkit

   Apr 2025 — Present

   A ListKit foi uma das primeiras clientes do LTV:Max AI Agent, e o CEO era um cliente de consultoria. O que começou como um relacionamento comercial se transformou completamente na maneira como a empresa presta seus serviços.Ao longo do último ano, ajudei a reformular completamente o modelo operacional da ListKit, aproveitando fluxos de trabalho com agentes, IA e automações para migrar de um modelo de autoatendimento para uma abordagem de prestação de serviços totalmente automatizada. O resultado: novas fontes de receita, redução do churn e mais contato humano para os clientes — e não menos, porque os agentes cuidam de tudo que atrapalhava o trabalho humano.

Skills

• Saas
• Strategic Partnerships
• Start-Ups
• Strategy
• Cloud Computing
• Enterprise Software
• Marketing Strategy
• E-Commerce
• Marketing
• Business Development
• Entrepreneurship
• Mobile Applications
• Customer Acquisition
• Pricing Strategy
• Channel Partners
• Analytics
• Pricing
• Lead Generation
• Freemium
• Go-to-Market Strategy
• Web Applications
• Business Modeling
• Customer Retention
• Thought Leadership
• Product Development
• Professional Services
• Product Marketing
• Growth Hacking
• Market Planning
• Solution Selling
• Competitive Analysis
• Leadership
• Sales
• Consulting
• Online Marketing
• Email Marketing
• Software as a Service (Saas)