3 lessons learned from a Customer Success event in Sydney

May 24, 2023

A few weeks ago, I was fortunate to co-host a Customer Success community event in Sydney alongside Rebecca Collins, Matt Doughty, and Tegan Oakley.

The highlight? After being away from the field for the past two years, it was a fantastic experience to reconnect with hundreds of Customer Success professionals in person and gain insights into the evolving role and profession of Customer Success at Procore Technologies and Enboarder. 

Here are my 3 short key takeaways from the event:

1. Emphasis on Growth and Retention

If you had asked me almost a decade ago about the main responsibilities of being in Customer Success, my answer would have centred around 'churn and 'retention'. However, in today's landscape, there is a notable shift towards' growth' as being a crucial part of a Customer Success responsibility.

2. Increasing Demand for Customer Success Enablement and Operations:

Any organisation that is looking to grow their Customer Success team should also consider hiring a dedicated individual in Customer Success Enablement and Operations. The role aims to ensure that the Customer Success team and CS managers have the necessary tools, product training, and streamlined processes to effectively drive growth and retention.

3. Enhanced Alignment with Sales Partners

Collaborating with Go-to-Market (GTM) teams has become more critical than ever before in the current landscape, highlighting the importance of cross-functional partnerships.

The Customer Success role has undergone significant changes since my first day in Customer Success almost a decade ago, and with the rapid advancement of AI and technology, I anticipate the role of Customer Success undergoing further transformations in the coming years.