The definitive 2026 snapshot of where customer success actually stands: who owns what, what's broken, and what separates teams that perform from teams that firefight.

The receipts you need to make leadership listen.

Benchmark your team against hundreds of CS professionals worldwide. Identify the operational gaps holding your function back. Walk into your next leadership conversation with the evidence to make the case for what you actually need – whether that's headcount, tooling, enablement, or just someone finally agreeing that the data problem is real.

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Data you can actually use

This is data from people doing your job, facing your challenges, right now. Use it to benchmark your team against the industry, identify the investments that actually move the needle, and arm yourself with the evidence to push back on unrealistic expectations – or to finally get the support you've been asking for.

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You've won the revenue argument. Now the fight's for resources.

80% of CS professionals say the function drives revenue. Over half work with fragmented data, two-thirds have no enablement support, and a significant share are planning to leave their company within two years. This report documents where those gaps are forming, so CS leaders can address them before they lose their best people, their renewals... or their seat at the table.

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What you’ll discover

The culture shift that's finally happening – and why a 2-percentage-point gap should make every CS leader pay attention. (Page 66)

Why health scores fail most teams – and the one honest question that tells you if yours is worth keeping. (Page 38)

The single metric that's quietly being abandoned by CS teams – even though it's your earliest warning signal for churn. (Page 43)

Why 39.9% of CS professionals are planning to leave their company – and the "meaning-and-mobility problem" that's pushing them out. (Page 70)

The governance gap between AI ambition and AI readiness – and four questions every CS leader should ask before scaling. (Page 33)

Why investing in AI before fixing this foundational problem doesn't accelerate results – it actually accelerates mistakes. (Page 46)

Why 35.4% of companies have zero shared KPIs between Sales and CS – and what this costs them at renewal time. (Page 41)

The 2026 CS paradox that explains why customer success has never been more valued – yet never more stretched. And what to do about it.

The monetization surge that's reshaping CS – and the simple test that separates legitimate value from a customer tax. (Page 26)

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Meet yourexperts

Director of Customer Experience

Virginia Bloom

Head of Customer Success

Kourtney Thomas

Senior Customer Success Manager

Chinelo Diejomaoh

Customer & Product Outcomes Executive

Raymond Otero

The data is here. Use it.

It's free. It's 85 pages of hard data and expert insight. And it might be the difference between another year of being stretched too thin and finally getting the support your function deserves. Download the 2026 State of Customer Success Report and discover what's really happening across the profession – the wins, the warning signs, and the playbook for what comes next.

Get yours today

The data is here. Use it.

It's free. It's 85 pages of hard data and expert insight. And it might be the difference between another year of being stretched too thin and finally getting the support your function deserves. Download the 2026 State of Customer Success Report and discover what's really happening across the profession – the wins, the warning signs, and the playbook for what comes next.

Get yours today

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Virginia Bloom

Director of Customer Experience, Aclaimant

Virginia is a customer-focused equity enthusiast driven to create opportunity and impact through compassion, innovation, and collaboration. She values learning, transparency, and shared success.

She builds the systems, teams and culture that turn empathy into measurable business outcomes. Over the course of her career in CX and CS, Virginia has built CS motions from the ground up; no playbook, just a blank canvas and a mandate to make customer experience a genuine differentiator and driver of growth.

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Kourtney Thomas

Head of Customer Success, TakeUp

Kourtney Thomas brings 15+ years of experience in customer success, revenue leadership, and entrepreneurship across tech, SMB, and hospitality. She’s built and scaled high-performing customer teams from zero to thriving, bringing a sharp eye for strategy and operational excellence, and a passion for nurturing strong, trust-based client relationships.

Kourtney has led Customer Success and Revenue teams, driving both retention and growth. She’s held senior roles in consulting and SaaS, managing multimillion-dollar portfolios, improving GRR and NRR, and launching programs that improved onboarding, education, and customer experience at scale.

Known for her ability to foster deep customer and team relationships, Kourtney pairs strategic thinking with a people-first mindset. Her business ownership and coaching background fuel a leadership style rooted in growth, trust, and measurable impact.

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Chinelo Diejomaoh

Senior Customer Success Manager, ComplyAdvantage

Customer Success leader with 5+ years of experience partnering with executives to turn complexity into clarity and drive measurable business outcomes.

I specialise in working with senior stakeholders, helping customers realise value, navigate risk, and make confident, data-led decisions. Known for my structured approach, calm presence, and ability to translate insight into action, I show up as a trusted partner when it matters most.

Passionate about Customer Success as a strategic discipline not just driving adoption, but enabling customers to succeed internally, influence outcomes, and build sustainable growth.

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Raymond Otero

Customer & Product Outcomes Executive, Company not available

Raymond Otero is a technology and customer success executive recognized for helping organizations transform customer engagement into a measurable engine for growth.

With more than twenty-seven years of experience across cloud, AI, enterprise transformation, and customer experience leadership, Ray has built a reputation for bridging the worlds of technology innovation and operational execution. His work focuses on helping organizations turn complex technology ecosystems into disciplined operating models that accelerate adoption, strengthen customer relationships, and drive long term revenue expansion.

Ray’s career spans leadership roles at Microsoft, Amazon Web Services, global system integrators, and high growth technology firms. Across these environments he has consistently worked with executive teams to design operating models that connect product, sales, support, and customer success into a cohesive value delivery engine. His experience guiding Fortune 500 organizations through cloud adoption, modernization, and AI enabled transformation gives him a unique perspective on how customer success must evolve in an increasingly data driven and automated world.