Introduction The customer success (CS) profession has gone through a major transformation over the last ten years. It used to be common that the CS team in most companies looked more like technical support and spent most of their time helping with reactive tasks to solve customer problems. Today, the best CS teams and leaders have evolved into a key strategic growth lever of any SaaS business. As the role of customer success has changed, so too has the role of the customer success leader. While ten years ago the best CS leaders were technical wizards that understood products at a deep technical level, the CS leaders of today need to master revenue retention and growth.

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