How Bad Hiring Creates Customer Churn | Mark Grimwood

Revenue Problem Solvers · Aug 14, 2026 · 47m

There's a job title at Salesforce that doesn't exist anywhere else, and once you hear what it does, you'll wonder why every company doesn't have one.

Mark Grimwood spent almost two decades at Salesforce, rising from corporate recruiter to SVP of Recruiting for the company's entire global sales organization. Along the way he held a role most people have never seen: VP of Recruiting for Global Customer Success. Recruiting and customer success, one job.

Mark and Karl dig into a question most revenue leaders never ask: is hiring actually the first stage of customer success, not just a department…