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Welcome to the new Customer Success Network Community Platform!

  • September 1, 2025
  • 1 reply
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C

Welcome to the new Customer Success Network Community Platform!

I’m thrilled to kick things off with a topic that’s on every CS leader’s mind right now:

How do we prove and communicate the value of Customer Success in today’s market?

Budgets are tighter, expectations are higher, and the CS function is under more scrutiny than ever. Some teams are leaning on AI, some on outcome frameworks, and others are evolving their engagement models, but there’s no single “right” answer.

I’d love to hear from you:

  • How are you framing CS value to your executive team and board?

  • What’s working in renewal and expansion conversations with customers?

  • Where do you see the biggest gaps we still need to solve as an industry?

This community is built for exactly this type of open, honest discussion. Let’s use it to learn from each other, challenge assumptions, and push the profession forward.

Looking forward to your thoughts

— Colin, CEO, Customer Success Network

    1 reply

    Jonathanmf17
    • Jonathanmf17
    • Known Participant
    • September 2, 2025

    What a powerful opening question to set the tone here ​@cburke 👏

    For me, the shift has been moving CS value away from “activities” (calls held, QBRs done, tickets answered) and toward measurable business outcomes that leadership can’t ignore.

    • With executives: I frame CS in the language of revenue protection and expansion. Retention % and NRR are the headline, but I break it down into the leading indicators we influence (time to value, product adoption depth, stakeholder alignment).

    • With customers: I’ve found success in linking progress to their own KPIs rather than generic CS metrics. Instead of “feature usage increased,” I’ll tie it to “this reduced your processing time by 22%,” which makes the value tangible.

    • The gap: we’re still struggling as an industry with connecting qualitative insights to financial impact. AI and frameworks help, but storytelling that resonates with both CFOs and frontline champions is still underdeveloped.

    Curious to hear from the group:
    👉 Do you think CS should own a “revenue narrative” (ROI, NRR) directly, or should that always sit with Sales/RevOps while CS feeds the insights?

    Csm_With_Jonathan
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