In the relentless churn of the modern economy, where the pursuit of growth often overshadows the quiet power of retention, a new philosophy is taking root. It’s a philosophy championed by two visionary leaders who believe that the true engine of business lies not just in acquiring new customers, but in deeply understanding and nurturing the ones you already have. Meet Diana Blanco and Maria Isabel Bechara, the dynamic co-founders of The Real Customer Success, a company rapidly redefining what it means to build lasting relationships in the digital age.

Their journey began not in a boardroom with a meticulously crafted business plan, but in the candid, unfiltered conversations between two friends, passionate about the often-overlooked nuances of Customer Success (CS). What started as a podcast—a raw, honest dialogue about the real challenges faced by CS professionals—has blossomed into a thriving consulting and educational platform. Today, The Real Customer Success stands as a testament to their audacious belief: that customer retention can, and should, be a powerful growth engine.

“We didn’t ‘plan’ our way into Customer Success,” Maria Isabel Bechara reflects, a hint of serendipity in her voice. “We lived it, felt its gaps, and decided to build something that better reflects the real challenges CS professionals face, especially when theory doesn’t match reality.” This sentiment encapsulates the very essence of their venture—a venture born from authentic experience, deep curiosity, and the courage to break from traditional molds. Diana Blanco, twice recognized as one of the Top 100 Customer Success Strategists by SuccessHACKER, echoes this pragmatism: “We don’t chase accolades. We focus on meaningful impact. The recognition is just a reflection of the real work happening behind the scenes.”

Their tagline, “Turning retention into a growth engine,” isn’t just a catchy phrase; it’s a strategic imperative that underpins every facet of their operation. In an era obsessed with scaling at any cost, Blanco and Bechara have carved a unique path by prioritizing the optimization of the cost of retention. This subtle yet profound shift in mindset is the cornerstone of their innovative approach.

Serendipity Meets Strategy: The Genesis of a Movement

The story of The Real Customer Success is less about a calculated market entry and more about an organic evolution. Both Blanco and Bechara had spent years immersed in the world of Customer Success, witnessing firsthand the disconnect between theoretical best practices and the messy realities on the ground. They saw a profession often relegated to “firefighting,” reactive problem-solving, rather than proactive, strategic engagement. This shared frustration, coupled with a deep-seated desire to elevate the profession, sparked their initial conversations.

“What started as conversations after work became content,” Diana explains, detailing the natural progression. “And that content evolved into strategic frameworks, consulting services, and soon, digital tools and learning platforms.” This iterative development—from casual dialogue to a comprehensive ecosystem of support—speaks volumes about their adaptive, human-centered philosophy. They didn’t just identify a need; they lived it, articulated it, and then built solutions directly from that lived experience.

Their podcast, a raw and unfiltered forum, quickly resonated with a community hungry for authenticity. It provided a space where CS professionals could hear real stories, discuss real challenges, and feel understood. This initial foray into content creation laid the groundwork for a broader mission: to empower companies and individuals through scalable, yet profoundly human-centered, CS strategies. They understood that true success in Customer Success wasn’t just about processes or platforms; it was about people—both the customers and the teams serving them.

Innovation Rooted in Reality: Optimizing Retention for Growth

In a business landscape often dominated by the relentless pursuit of new customer acquisition, Blanco and Bechara’s focus on optimizing the cost of retention stands out as a quietly revolutionary act. They challenge the prevailing wisdom that growth must come at any cost, arguing instead that nurturing existing customer relationships is not only more sustainable but also more profitable.

Their methodology begins with a forensic examination of what already exists within an organization: processes, platforms, and teams. “We look at what’s already in place,” Maria Isabel elaborates, “and ask: How can we make this simpler, smarter, and more human?” This pragmatic, iterative approach ensures that their solutions are not theoretical constructs but practical, implementable strategies designed to integrate seamlessly into existing operations. They believe in leveraging the strengths already present, rather than imposing entirely new, disruptive systems.

A prime example of their innovative spirit is their upcoming online training program for CS leaders who lack internal enablement resources. This initiative is a direct response to a critical gap they identified in the market: many CS teams are overwhelmed, under-resourced, and lacking the strategic guidance needed to move beyond reactive modes. “This course doesn’t just teach theory,” Diana emphasizes. “It equips teams with digital tools that allow them to implement what they learn right away.” The ultimate goal is strategic autonomy: transforming CS teams from firefighters into proactive architects of customer experiences, from overwhelmed to empowered.

This program is a manifestation of their commitment to democratizing access to high-quality enablement. By providing practical tools and real-world case studies, they are not just educating; they are enabling. They are giving CS leaders the confidence and capabilities to drive meaningful change within their organizations, fostering a culture where every interaction is an intentional step towards customer success and, by extension, business growth.