The State of Customer Success 2025 reveals a field undergoing rapid transformation, marked by both exciting opportunities and critical challenges. This report examines three key trends and challenges shaping customer success: The Rise of Artificial Intelligence (AI): While AI promises to revolutionize customer success, adoption remains low. Organizations must embrace AI across all customer segments to unlock its full potential for personalized and proactive support. Increased Organizational Chaos: Customer success departments face ongoing structural changes, often driven by trends rather than research-backed best practices. This includes inconsistent naming conventions, role consolidation, misalignment under sales, and departmental mergers. These changes can hinder efficiency and profitability. Evolving Metrics: Traditional metrics like Net Promoter Score (NPS) are giving way to more holistic measures such as the KORE Score. Additionally, adoption framework metrics are gaining prominence, emphasizing the importance of driving product usage and value realization. This report thoroughly explores these trends, providing insights and recommendations for customer success leaders to navigate the evolving landscape and achieve optimal outcomes in 2025.