18 STATE OF THE CUSTOMER SUCCESS INDUSTRY & SALARY REPORT 2020 STATE OF THE CUSTOMER SUCCESS INDUSTRY & SALARY REPORT 2020 2 Introduction It’s 2020 - the year that stood on its head. Everyone has had to adapt to unforeseen, and in some cases, unwelcome changes. Business has moved out of the office and into the home. The global pandemic and uncertainty has pressed some strange pause button, upending new customer acquisition and predictable growth. However, the best way forward is clear. Now is the time to focus on our core base of customers and maximize retention and growth from within. While many companies will struggle, those that embrace Customer Success as a practice, and utilize the technology that supports it, will find their path to 2021 and beyond. In 2020, companies are co

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