The 2023 Customer Success Index EMEA shows that CS has matured into a revenue driver, with 98% of companies maintaining or increasing investment and CS Ops teams doubling from 20% to 41%. Retention remains the top metric, but expansion and Net Revenue Retention are rising in importance. Digital CS is emerging as a growth engine, with 30% adoption and increasing use for onboarding, advocacy, renewals, and product adoption. NPS is the leading non-revenue measure, though often paired with product usage and health scores. Overall, CS in EMEA is evolving into a company-wide function, blending digital scale with human touch.

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