SaaS is being disrupted. Products now deliver outcomes on their own. Co-pilots are embedded in your customers' workflows. Pricing scales with value delivered, not seats sold.

In this world, Customer Success stops being a cost centre playing defence. It becomes the offensive strategy every business needs to grow revenue.  But not the Customer Success most companies have run for the last decade.

Tactics built to reward motion over outcomes are obsolete, and the leaders still running them will fall behind.

To compete, humans and agents work side by side: agents executing at scale, humans architecting what's possible and building the trust that gets customers to act on it.

This requires a different kind of leadership. A builder who pairs commercial instinct with the authority to shape strategy in the room, translating vision into execution and complexity into a clear path forward.

Capitalising on this growth isn't about generating more SQLs. It's about getting deep enough into your customers' business to accelerate their outcomes and expand their ambition, then leading that transformation.

What separates this generation of CS leaders:

1. Strategic Influence. Fluency in strategy and value creation, sharp enough to earn a seat at any table.
2. Relational Intelligence. The ability to read a room, sense what's unsaid, and turn resistance into partnership.
3. Operational Agility. The ability to build a machine that scales, and the conviction to change it when it stops working.

Done right, this doesn't just elevate Customer Success. It puts CS at the center of the GTM engine, and turns it into direct revenue leverage.

At This is Growth, we believe the next decade requires a break from how CS has been run for the last two.

The companies that win will be the most intentional: the ones who master both the art and the science of growth.

This is Growth exists to enable the people powering this shift. If you're building toward it, you're in the right place.