Hey Customer Success, should you take the high road and work yourself out of a job?


Denise Stokowski
Group VP of Platform and PX Products, Gainsight

Bill Cushard
Head of Sales, Dragonboat

Customer Success likes to imagine itself as the center of the company universe in terms of 1) customer data intimacy, 2) customer growth and retention, and 3) customer advocacy. On the surface, that perspective is not wrong. However, what about in a world where the product team becomes hyper-proactive around understanding customer desire, customer product usage, and what it takes to drive customer expansion? There’s a persuasive argument to be made that if engineered properly, the product organization could be the main driver of those objectives that the Customer Success organization pursues. Should Customer Success work itself out of a job and help make that happen?

Watch the recording!