Welcome to 2025, everyone!
I’d love to hear your thoughts or see any insights from thought leaders about what’s on the horizon. As the pace of change accelerates, we’re seeing shifts in our tools, roles, and—most notably—customer expectations. It’s an exciting time for Customer Success, though I’ll admit it can feel a bit overwhelming too.
To get the conversation started, here are some trends I’ve noticed and my perspective.
Is AI taking over and teaming up?
I don’t see AI as something that’s replacing us (even though some folks lean toward panic). Instead, it’s becoming our secret weapon. Tools like predictive analytics and automated customer insights (if your budget allows) are helping us work smarter, not harder. But the real zing? AI frees us up to do what we’re best at—building real, human relationships.
My take, AI is like having an extra set of hands, and the real challenge lies in striking the right balance between leveraging technology and preserving the human touch that makes Customer Success so impactful. As a mom juggling work, a toddler, workouts, and keeping my sanity (IYKYK), I rely on AI to streamline tasks like managing my calendar and tackling other time-consuming to-dos. What used to take an hour now takes just 20 minutes—with time left for a quick review.
What about you? Do you have a favorite AI tool, and how has it been helping you?
The Sales-Success mashup is real!
I think gone are the days when Customer Success and Sales worked in silos—well, depending on your company and leadership team. I’ve seen it happening more and more: these roles are overlapping like never before.
CSMs are now being asked to own renewals, upsells, and even pipeline contributions. Don't hate on me but…. honestly, it makes sense. We’re already embedded in our customers’ journeys, so who better to guide them to the next step? Being a Trust Advisor can make a pitch for more easier.
But let’s be real—this hybrid role comes with new pressures. We’re no longer just advocates; we’re revenue drivers. And while that’s exciting, it also means we need to hone skills like negotiation and ROI storytelling.
Are you getting the training you need, or does management assume you’re ready because “CSMs do it all”? Or have you been navigating this hybrid role for a while now?
Monetizing success is it a double-edged sword?
Let’s talk about monetization. I know of more companies are introducing paid success programs—offering premium onboarding, advanced support, and exclusive resources. While high-touch accounts have always received this level of attention, formalizing it is a game-changer.
Personally, I kind of like it. It signals that Customer Success is no longer viewed as a cost center, which is reassuring—especially in today’s uncertain job market. (Hello, job security during these wild layoff times.)
But here’s the flip side: monetization raises the stakes. We need to be crystal clear about the value we’re delivering. Customers willing to pay for top-tier service expect measurable outcomes, and they’ll hold us accountable if we fall short. This shift challenges us to think bigger, offer more tailored solutions, and deliver results that truly move the needle.
Do you think this approach could hurt the relationship with your customer or strengthen it?
So, what’s your take? Are you seeing these trends in your work? Is AI changing your day-to-day? Is blending success and sales a win or just another challenge?
BTW - My goal is to engage here more and connect with all of you. Drop your thoughts in the comments—I’d love to hear from you. 🎉
