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State of Customer Success 2025

Discover how AI, organizational changes, and new metrics are impacting customer success, with trends and guidance to stay ahead of the curve.

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April 7, 2025

1:00PM ET

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10:00AM PT

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April 7, 2025

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April 7, 2025
|
1:00PM ET
/
10:00AM PT

Overview

Challenges

The challenges for Customer Success organizations in 2025 include integrating AI effectively, navigating organizational chaos due to unclear roles, and adapting to ever-changing metrics that reflect true customer value and engagement.

Summary

"The State of Customer Success 2025," explores the transformative shifts in Customer Success (CS) organizations influenced by AI, budget constraints, and evolving performance metrics. The session provides insights into strategies for leveraging AI, restructuring teams for optimal efficiency, and focusing on meaningful metrics that drive customer value and growth in 2025.

Key takeaways

Learn how Customer Success leaders can maximize customer value and business growth in 2025.

AI Integration

Uncover the strategies to enhance personalization, proactively address customer needs, and improve overall efficiency.

Organizational restructures

Ensure your team is structured for efficiency, profitability, and alignment with both customer needs and business goals.

New performance metrics

See which emerging VoC metrics should be prioritized to accurately measure customer health, outcome achievement, and overall value.

Webinar speakers

Stephen Fulkerson

Vice President of Research and Advisory of the Technology & Services Industry Association (TSIA)

Thomas Lah

Executive Director and Executive Vice President of the Technology & Services Industry Association (TSIA)

Marc Troyan

Senior Director of Customer Success Research of the Technology & Services Industry Association (TSIA)

Darlene Kelly

Director of Customer Success Research of the Technology & Services Industry Association (TSIA)

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