Road lie ahead of customer success

What will be the future of customer success?

This is a question I often discuss with my colleagues in this space. Customer success as a profession was a newcomer in 2019. During the pandemic, this profile has become a buzzword across multiple job descriptions, whether it’s in customer experience, customer support, or customer service.

In reality, customer success is a unique sphere where professionals act as trusted advisors, continuously ensuring that the value of the service is recalled throughout the entire lifecycle journey.

So, what lies ahead for this role?

Undoubtedly, the future will shape this role more along the lines of consulting, where professionals are expected to solve client business problems not only with their product but also with their consulting services.

AI and data analytics will elevate customer success managers to prompt navigators, guiding clients in achieving strategic initiatives. Transactional tasks will become automated, leaving room for professionals to excel in strategic and technical implementations.

Indeed, the landscape looks bright for the customer success stream. However, just like every job, this role demands specific skills. Customer success isn't limited to basic tasks; it requires the adeptness of effective communication, problem-solving mindset, and extreme empathy to alleviate customer pain.

The past year, 2023, and the ongoing year, 2024, have shown that the market is tough, budgets are stringent, and every organization is cautious with investments.

The most critical task for a customer success team is to make their mark in the business by showcasing ROI, promoting profitability, and empowering customer advocacy.