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The future of B2B growth.
Customer Success is entering its most important chapter yet.
AI is rewriting the rules of the game.
The era of busywork in Customer Success is over, built for a time when activity was mistaken for impact. We're entering a world where customers expect everything to connect back to value.
Our team's jobs is to deliver it.
What comes next belongs to a different kind of leader. One who blends technology and humans to compound value and growth.
If that's you, then you've landed in the right place.
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The world of Customer Success is changing.…
The old playbooks focused on volume metrics, endless checklists and scripts were built for a different era. An era where presence was mistaken for impact, and human activity was confused with value.
That era is ending.
The next chapter of Customer Success belongs to a different kind of professional.
Not the checkbox chaser. Not the glorified support rep. Not the one who burns out doing the work technology can do better.
The ones who will thrive are different.
They are masters of their craft. Blending sophisticated soft skills with sage business acumen. They understand that technology will take the repetitive and process-driven tasks, but human intelligence will own the room.
They are translators of vision, navigators of complexity, and builders of trust.
They know that growth isn’t about finding little SQLs to expand the customer by 5%. Growth is about shaping ambition, guiding transformation, and building relationships that last years, not months.
This new generation of Customer Success leaders lives at the intersection of:
- Strategic Influence: fluency in strategy and value creation, with sage communication that earns them a seat at any table.
- Relational Intelligence: the ability to read a room, sense the unsaid, and turn resistance into partnership.
- Operational Agility: the ability to build a scalable machine, and the leadership to ignite change.
This isn’t Customer Success as we knew it.
This is Customer Success elevated.
It’s about professionals who stand apart because they don’t just “manage accounts”, they guide transformation, shape outcomes, and become indispensable.
At This is Growth, we believe the path forward requires a shift.
The ones who succeed will not be the loudest, but the most intentional.
The ones who win will not be those who cling to old scripts, but those who master both the art and the science of growth.
And at This is Growth, we amplify these voices, these ideas, these new exemplars of the craft.
Because growth is no longer about doing more. It’s about becoming more.
The future of Customer Success isn’t about keeping customers afloat.
It’s about elevating them. And in the process, elevating ourselves.
If that resonates with you, you're in the right place.
I write about 3 topics to help CS Leaders
Architect your Customer Success department for scale by implementing the key processes, programmes, tools and KPIs that will help you break linear growth without losing on retention.
Create your CS team’s roles and responsibilities by defining core-competencies and development paths.
Designing a bespoke Customer Journey that helps customers achieve their goals and grow with your business.