On-Demand Webinar

What Will Customer Success Look Like in 10 Years — and What to Do Now

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Customer Success is being reshaped by three forces at once: AI, revenue accountability, and a talent market that hasn’t caught up to either. Most CS leaders are navigating all three simultaneously, and the playbook they’re working from was written for a different era.

Gainsight partnered with Women of Customer Success to bring together three CCOs, Brent Krempges (Gainsight), Teresa Anania (Sophos), and Allison Skidmore (Optimizely), for a candid conversation about what CS will look like in ten years and what leaders should be doing right now.

The panel covered:

  • How AI is transforming CS on two parallel tracks: internal productivity and customer-facing experience, and why layering AI onto broken processes is the fastest way to scale your problems.
  • Why “CS owns revenue” doesn’t mean CSMs close deals. The real shift is building attribution models, comp structures, and commercial alignment that connect CS activity to dollars without turning your best relationship builders into quota carriers.
  • What it takes to build a future-fit team, from skills assessments and enablement calendars to hiring for grit over polish and governing AI adoption before it fragments across your org.