The 2022 Customer Success Index shows CS is nearly universal, with 95% of companies having a CS function and many investing 3–20% of revenue in it. CS Ops is rapidly evolving, with 61% reporting dedicated teams, often newly formed. Retention remains the top priority, with NRR as the key metric, while CS drives renewals in 45% of companies but expansion in only 17%. NPS is widely used, though gaps exist between user and buyer scores, and product utilization is seen as the strongest churn predictor. Overall, CS is a critical growth driver linking adoption, retention, and valuation.

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