Why Traditional Customer Success is Dead

2/8/25

Source:

Jason Lemkin of SaaStr

Org Design

Evolution of customer success teams given AI capabilities.

https://www.saastr.com/why-traditional-customer-success-is-dead-with-ccos-of-slack-mulesoft-and-openai/

What happens when you get customer success leaders from three of tech’s most iconic companies in one room? You get a masterclass in how modern SaaS businesses are transforming CS from a cost center into their secret weapon for hypergrowth.