It’s not just about retaining customers anymore — it’s about redefining success itself.
Customer success has entered a new era — one shaped by AI, rising expectations, and shrinking patience. Today’s CX leaders face mounting pressure to boost retention, increase renewals, and prove impact — with fewer resources and higher accountability.
So what’s the future of customer success? And how can leaders stay ahead of what’s coming next?
About the Episode:
In this episode of the Etech Leadership Table & CX Podcast, customer success expert Aaron Thompson joins Manu Dwievedi for a real talk on how customer experience and success teams can stop chasing churn — and start owning the revenue conversation.
This conversation isn’t just thought-provoking — it’s actionable, eye-opening, and built for every leader serious about turning customer experience into a measurable growth engine.
Why You Should Watch:
✅ Stop Churn Before It Starts
Understand why the seeds of churn are planted early — and how onboarding, alignment, and product truth-telling can turn it around.
✅ CSQL: The Game-Changer Metric
Learn how tracking Customer Success Qualified Leads (CSQLs) can give your CS/CX teams a real seat at the revenue table.
✅ Beyond “Check-the-Box AI”
Discover why AI alone won’t save you — unless it’s backed by strategy, ownership, and education across your team.
✅ Retention Is the New Acquisition
Why the second renewal matters most — and how to build loyalty that sticks.
What You’ll Learn:
- Why 70% of churn isn’t caused by customer success teams (and what really is)
- The top 5 revenue streams every CS leader should track (hint: not just NRR)
- How to use AI to eliminate the mundane — and unlock more human impact
- Why cross-functional alignment is your secret weapon to sustainable CX success
- What leaders must do today to prepare their teams for tomorrow
Meet the Experts:
- Manu Dwievedi – Senior Director – Etech Insights
- Aaron Thompson – Head of Growth and Business Development – Sturdy AI
Watch Now: The Future of Customer Success
Whether you lead Customer Success, CX, Sales, or Product — this episode will challenge your thinking, expand your toolkit, and help you move from reactive support to proactive success.
👉 Don’t just retain customers. Create advocates.
Tune in now to future-proof your customer success strategy.