The 2023 Customer Success Index North America reveals that CS has become business critical, with 98% of companies maintaining or increasing investment and CS Ops teams doubling to 41%. Retention remains the top measurement, but expansion and NDR are rising in importance. Nearly half of companies now use Digital CS, leveraging it for product adoption, onboarding, renewals, and advocacy. Customer Health Scores and NPS are the leading non-revenue metrics, while CS teams are gaining ownership of expansion opportunities. Overall, CS is evolving into a company-wide strategy blending digital efficiency with human connection.

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