Value Isn’t a Feature: Neal McCoy on Customer Success, AI, and the Post-Sale Moment That Matters

In this episode of the Thread Podcast, host Justin Vandehey sits down with Neal McCoy, VP of Customer Success and Professional Services at BigCommerce, to unpack where customer value most often breaks down after a deal is closed — and how companies can fix it. Neal shares insights from nearly a decade building CS and PS at BigCommerce, explaining why customers don’t buy software to “solve problems,” but to make or save money. The conversation explores how unclear value realization creates fri...