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It's hard to look at Support, a customer function, with a purely ‘efficiency’ lens, because that's where the Customer Experience will be lost.

Customer Success in general, I just see becoming more predictive

What's your vision? If we get to know about it, that will be awesome.

If you’re consumption-based, a lot of the Customer Success work gets put on the Account Manager.

Sometimes a little adversity isn't the worst thing in the world.

Take this giant amount of information that we're hearing from clients and boil it down to a few actionable things

To me, Customer Success is a team sport, not an individual sport.

… in lieu of having the ability to see the future, we just have to do research.

You're too busy waiting for the fire and not inspecting why a fire could ignite.