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What does the future of CS actually look like? Ghazi Masood, CRO of Replit, has some strong opinions and the growth numbers to back them up.

In one year, Replit went from $2M to $150M in revenue. Now they're targeting $1B. And while most companies are still debating AI strategy, Ghazi is already rebuilding his entire GTM org around it — scaling from 40 to 230 people, scrapping the traditional CSM model, and betting that the next billion software creators won't write a single line of code.

In this episode, Ghazi breaks down how he's building post-sales for the AI era, why he replaced CSMs with "product advocates," and what it looks like when your entire team builds their own tools — including their own version of Clari and a customer health dashboard, both built on Replit itself.

He also shares his take on the future of SaaS, how enterprises are quietly wrapping AI layers on top of Salesforce and Workday, and why Cursor, Claude, and OpenAI aren't keeping him up at night.

If you're in Customer Success, Revenue, or CS Ops, this episode will challenge how you think about your role.

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Timestamps

0:00 - Preview & Introduction

1:25 - Meet Ghazi Masood & Overview of Replit

4:40 - Building the GTM infrastructure

7:30 - How anyone at Replit can build internal tools

9:00 - Managing chaos when everyone becomes a creator

12:40 - Enterprise security & governance guardrails

15:47 - Are Cursor, Claude & OpenAI real competitors?

18:10 - Usage-based pricing explained

19:17 - Post-sales strategy for non-technical users

23:53 - Hiring 200 people in 12 months

24:40 - The future of SaaS

26:56 - SMBs replacing Workday and Tableau with Replit

30:40 - Lessons from Auth0 and Retool

32:32 - What Ghazi looks for when hiring

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What You’ll Learn

- What enterprise customers are quietly building on top of their existing SaaS tools — and what it means for vendors

- How SMBs are replacing Workday, Tableau, and traditional CRMs entirely by building on Replit

- How to handle churn when 90% of your users have zero technical background

- The governance and security guardrails that got Replit into financial services and government accounts

- How to structure a GTM catalog library so your team stops duplicating each other's work

- Ghazi's take on whether SaaS is dying — and why the answer is completely different depending on company size

- Why product passion matters more to Ghazi than years of sales experience when hiring

- How Replit thinks about competitive threats from Cursor, Claude Code and OpenAI — and why they're not losing sleep over any of them

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Where to Find Ghazi Masood

LinkedIn: https://www.linkedin.com/in/ghazi-masood-09195a2/

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Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/