Ebook / Guide

The Customer Success Index 2025: Outcomes Over Everything

The definitive look at how Customer Success is evolving in the age of AI, digital scale, and outcome-driven accountability.

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After a year of AI disruption and SaaS belt-tightening, Customer Success is being redefined.

Today, CS is being reshaped by efficiency pressures, AI breakthroughs, and a sharper focus on revenue impact—and our data from more than 400 CS professionals proves it.

What You’ll Learn in this Year’s CS Index: 

  • The new responsibilities defining modern CS
  • How teams are using AI today—and where barriers remain
  • Where CS orgs are increasing (and decreasing) spend
  • How digital programs support efficiency across lifecycle motions
  • Metric benchmarks across GRR, NRR, CSQLs, adoption, and more
  • Emerging trends in reporting structure and revenue alignment