Learn from SaaS experts on customer growth trends and strategies

Growth begins with the customer. Yet, even today, many of us are still wrestling with the same challenge: how do we consistently define, deliver, and measure customer outcomes? Nearly 60% of CS leaders consider it their top priority, and 93% now directly tie success to revenue metrics such as NRR and GRR. Customer Success has evolved from being a “retention function” to a true growth driver. But to get there, we need to scale smarter. Automation and AI will help us move faster, but insight, integrity, and building trust will keep us aligned to what really matters: delivering value. The next wave in CS will be to blend data, technology, and human understanding to anticipate customer needs before they surface. As CS practitioners and leaders, our job isn’t just to renew accounts — it’s to orchestrate outcomes that drive business growth for our customers and our companies. That’s the real win-win. How is your organization approaching this next evolution of Customer Success? #CustomerSuccess #Leadership #AI #Growth #SaaS #CustomerExperience

The most underused growth lever in most companies? 👉 Listening. Boards and CEOs obsess over dashboards. But the clearest growth signal is the voice of the customer. Great leaders put systems in place to: Capture customer feedback regularly Share insights cross-functionally (product, ops, marketing) Act on signals quickly Every turnaround I’ve led began with this: Listening more closely — to customers and to employees. Because when you really hear their voices, growth follows. 👉 How does your org capture the customer’s voice today? #CustomerSuccess #Growth #SalesLeadership #VoiceOfCustomer #SaaS

New Five9 Chief Revenue Officer Matthew Tuckness outlines the company’s journey to rearchitect its go-to-market (GTM) strategy for a changing #CX landscape. Customers have a lot of “balls in the air” these days as they develop a winning CX strategy… ➡️ Cloud strategy – how and when do I migrate my CX tech stack to the cloud? ➡️ AI strategy – how do I best take advantage of #AI and get an acceptable ROI? ➡️ Contact center – how do I turn the ocean of data my contact center creates into true value for the company? ➡️ Integration – how do I integrate all of my various CX tech stack platforms into a well oiled machine that reduces friction for my customers and employees? ➡️ Alignment – how do I get internal alignment with my internal business units, IT management, and executive leadership to move the ball forward. ➡️ Culture – how do I build and maintain the culture needed to deliver a consistent CX across the entire customer journey. ➡️ Change Management – how do I manage all the change necessary to be successful over the long term. It creates a complex marketing, sales, and success journey that companies like Five9 have to optimize their GTM for. Status quo won’t suffice, especially if you have aggressive growth goals like Five9. The company spent the last couple years restructuring its GTM, with the recent appointment of Tuckness a key strategy in this pursuit. #Five9AnalystSummit #CXNation #GTM #contactcenter #ccaas

You cannot scale what customers haven’t ADOPTED I’ve seen this mistake again and again. Dashboards full of "active accounts," renewal targets, expansion forecasts... but when you dig deeper, only a fraction of customers are actually using the product in a meaningful way. We keep talking about expansion when we haven’t nailed adoption. At one point, I realized we were chasing growth metrics that didn’t have a foundation. So we flipped the approach: PS teams optimized for time-to-value, not hours billed CS focused on depth of usage, not number of check-ins Product prioritized adoption blockers over shiny features The result? Renewals became predictable, and expansions felt organic. Because sustainable growth doesn’t come from scaling faster - it comes from scaling what works. #CustomerSuccess #SaaS #Adoption #PostSales #Growth #Leadership

Most #SaaS companies collect feedback. But when it stays fragmented across teams, growth slows down. Sales hears one version. CS hears another. Product gets filtered summaries. Leadership often hears it too late or not at all. The impact is clear: stalled NRR, missed upsells, and churn that catches teams off guard. In his latest article, Eli Portnoy explains why fixing fragmented feedback loops with customer intelligence AI is one of the biggest growth unlocks for SaaS companies today. 👉 Read the full article: https://lnkd.in/dtfPzAbG #FeedbackOps #CustomerIntelligenceAI #SaaSGrowth #RevenueRetention #B2BSaaS

🔥 “Customer loyalty comes from outcomes that are proven, not promised.” 🤖 Too often, AI initiatives launch without clear outcome metrics, so impact gets lost after the deal closes. Renewal conversations then rely on scattered anecdotes instead of proven results. On Sept. 26, leaders from Gainsight and Ecosystems will share with our Customer Value Community how to re-center your customer strategy on measurable outcomes that build trust, strengthen renewals, and unlock expansion. 📅 Prove It with Outcomes That Keep Customers Coming Back 🎙 Speakers: 🌟 Brent Krempges, Chief Customer Officer, Gainsight 🌟 Dan FitzSimons Sixsmith, Chief Customer Officer, Ecosystems.io Learn how to: ✔️ Align Customer Success, Sales & RevOps on an outcomes-driven playbook ✔️ Use AI-powered signals to prove business impact ✔️ Turn renewals into expansion opportunities 🔗 Register here: https://hubs.ly/Q03JWSJ20 Be sure to register even if you cannot attend to receive the recording. #CustomerValueCommunity #CustomerSuccess #ValueRealization #Webinar #Value #ValueSelling #CustomerValue #B2BSales #NRR #WinRates #Revenue #SaaS

Customer Success isn’t about dashboards - it’s about decisions. Too often, adoption metrics become the end point. But adoption without outcomes is like a gym full of people lifting weights without ever getting fitter. The real test is when leadership stops asking "Are they using it?" and starts asking "Are we we changing their results and outcomes?". This shift then... ➡️ Forces revenue and outcomes to be reported side by side ➡️ Turns our customer success function from overhead into a growth driver ➡️ Makes every team accountable for customer impact What’s been the hardest part for you in making that shift happen? #CustomerSuccess #SaaS #Growth #CustomerCentricity

Nothing stings more than realizing you nailed your targets… but missed the real goal. I’ve seen this happen too many times in Customer Success. >> Renewals closed. >> QBR decks polished. >> CSAT scores through the roof. And yet, when the dust settles… something feels off. Because we were measuring the wrong race. The company’s definition of success: • Hit retention numbers • Push adoption metrics • Reduce churn All important. But incomplete. When CS teams only chase internal KPIs, we end up: • Celebrating “wins” that don’t reflect customer impact • Burning out chasing dashboards • Missing early signals of real value gaps The right race looks different: • Customers achieving outcomes that matter to them • Teams acting as true strategic partners • Wins celebrated on both sides of the table Stop running the company’s race in isolation. Start running the shared race with your customers. That’s where real impact (and growth) happens. #CustomerSuccess #CSLeadership #SaaS #customerexperience

If Customer Success is the bridge between customers and your company, the beams that hold it up are your internal partners. Without them, the bridge wobbles. With them, it becomes a growth engine. Here’s what that looks like in SaaS: 🤝 Delivery: Builds confidence from Day 1 by ensuring implementations are smooth and value is realized early. 🤝 Product: Keeps the customer voice present in every roadmap discussion so innovation aligns with real-world needs. 🤝 Analytics: Turns data into action, helping CS spot risks, highlight wins, and forecast opportunities before they happen. 🤝 Corporate Strategy: Connects CS priorities to the company’s long-term direction, ensuring customer outcomes fuel business outcomes. When these partnerships click, CS leaders stop fighting fires and start driving impact. Customers notice. Executives notice. Growth follows. 👉 CS leaders: Which of these partnerships is strongest in your org today? Which one needs more investment? #CustomerSuccess #CSPartnerships #Outcomes #GrowthEngine #TeamSport

The most successful customer success teams don’t just react — they anticipate. True impact happens when you combine data insights with genuine customer empathy. It’s not only about solving issues but proactively driving adoption, uncovering new opportunities, and aligning every decision with measurable outcomes. In every role I’ve had, I’ve seen how a well-structured success framework can transform relationships into long-term partnerships — and that’s the part of this work I enjoy the most. #CustomerSuccess #ProductManagement #SaaS #CustomerExperience #Leadership