The Future of Customer Success: What’s Next?
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.