How to take Customer Success from Playing Defense to Playing Offense
44 min

How to take Customer Success from Playing Defense to Playing Offense


As a customer-obsessed function, CS teams want to focus on accelerating time-to-value, delivering ‘wow’ moments, and unlocking growth by tapping into expansion opportunities. But work becomes reactive in reality. A disproportionate amount of time is spent dousing fires, pacifying unhappy customers, and navigating through requests — putting teams on the back foot.