The 2024 Customer Success Index: Coming of Age

As the post-Covid economic forecast stabilized, Customer Success emerged not just as a critical function but as a central growth engine for businesses across sectors. The 2024 Customer Success Index highlights this transformative period, marking it as the year when CS has become indispensable for its scalability, efficiency and impact.

This year’s report, developed in collaboration with Benchmarkit, delves into the dynamics of a maturing Customer Success landscape that is now fundamental to navigating uncertain economic waters. In B2B tech and beyond, companies are leveraging refined CS strategies and the latest AI technologies to enhance customer engagement, drive retention, and spearhead expansion.

Key Insights from the 2024 Customer Success Index include:

• Expansion Beyond B2B Tech: See how industries outside of technology are implementing CS frameworks.
• C-suite Influence: Find out how Customer Success influences C-suite strategies, particularly the Chief Revenue Officer, to cross-functionally align retention and growth.
• AI Beyond Experimentation: With AI tools becoming more advanced, learn how CS teams are relying on them for risk management and operational efficiency.
• Digital CS as the Standard: Across regions, understand how companies are utilizing technology-driven solutions to enhance customer engagement and drive scalable growth.

Download the full report to explore how Customer Success is shaping the business strategies that are leading the next wave of growth for organizations..

You can also explore the detailed data from our partners at Benchmarkit.