The 2023 Evolution of Customer Success Report shows CS is now a strategic growth driver, with 98% of companies planning to maintain or expand CS teams despite economic pressure. Compensation is rising, with nearly two-thirds of professionals seeing increases, and executive roles like CCO and SVP gaining prominence. Revenue accountability is expanding, as 79% of CSMs now have incentives tied to both renewals and expansion. Digital CS adoption is accelerating, with 36% of firms already using it and more planning investments. Customer revenue remains the main factor in capacity planning, reinforcing CS as critical to durable growth.

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