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Customer Success is no longer just about support; it’s now a key driver of business growth and career opportunities. Here’s what’s shaping the field in 2025:
Customer Success is transforming into a blend of technical expertise and human connection, creating exciting career opportunities for those who adapt to these trends.
The world of Customer Success is transforming at a rapid pace, driven by advancements in technology and evolving customer expectations. Three key trends are redefining how professionals operate and the skills they need to excel. Let’s dive into how AI is revolutionising workflows in this space.
Artificial Intelligence has become a core component of daily Customer Success operations. More than half (52%) of Customer Success teams now rely on AI tools, and this figure is steadily rising as businesses discover the competitive edge AI offers. AI-driven chatbots, for instance, are handling 70% of routine customer queries, allowing Customer Success Managers to concentrate on more complex challenges and strategic planning. Additionally, predictive analytics are enabling teams to identify potential customer churn 50% faster than traditional methods.
"Not knowing AI is not an option. The world is changing. In a year or so, if you don't know how to leverage AI, you will probably not have a job." - Meenal Shukla, Senior Director of Customer Success, Gainsight
Beyond automating repetitive tasks, Natural Language Processing (NLP) is being used to analyse customer sentiment from sources like social media and support tickets. One company leveraging NLP achieved a 20% boost in customer satisfaction scores by acting on previously overlooked insights. Moreover, 58% of Customer Success Managers see customer onboarding as the area with the most potential for AI-powered efficiency gains. A great example comes from Fundrise, a real estate investment platform, which automated 50% of its support queries using Intercom's Fin AI agent - without sacrificing quality.
AI is enhancing Customer Success roles, shifting focus from reactive problem-solving to proactive relationship building. At the same time, the growing demand for personalisation is reshaping how teams engage with customers.
Personalisation has become a cornerstone of customer experience. 81% of customers now prefer businesses that deliver personalised experiences, and 70% expect employees to know their history with the company. This focus on personalisation has a tangible impact, increasing average revenue per user by 166%. Companies with strong omnichannel strategies are retaining 89% of their customers, compared to just 33% for those with weaker approaches.
Take Philips as an example. In 2024, the company used personalisation technology to tailor product recommendations based on user preferences and behaviour. This effort led to a 40.11% increase in conversion rates, generating over £20,000 in additional revenue. They also introduced a progress bar feature, which drove a 35.17% rise in average order value.
Customer Data Platforms (CDPs) are playing a key role here by consolidating data from various touchpoints to create detailed customer profiles. AI then analyses this information to predict behaviour and personalise interactions while maintaining a human touch. Elizabeth Tobey, Head of Marketing, Digital & AI at NICE, highlights this shift:
"Meet customers where they are, as mobile technology keeps them constantly connected."
For professionals in Customer Success, excelling in data analysis, customer segmentation, and managing cross-channel interactions is becoming increasingly important. This blend of technology and human skills is shaping the future of the industry.
The future of Customer Success lies in the balance between technological efficiency and human expertise. While 83% of U.S. consumers prefer human-led customer service, they also expect real-time responses from businesses. This dual expectation has given rise to the concept of "digilogue" - a seamless integration of digital tools with human empathy. The most successful teams use technology to enhance, rather than replace, meaningful human interactions.
"The 'service' part of SaaS is a critical factor as to why customers ultimately decide to purchase from you. They are investing in a service that's just as important as the product, and you cannot automate away the human, relationship-building part of your service." - Maria O'Byrne, Manager, U.S. Customer Success, Funnel
Customer Success teams are identifying which touchpoints require a personal touch, such as onboarding, handling escalations, and renewal discussions, while automating routine tasks like follow-ups and data collection. By 2025, 80% of customer service and support organisations are expected to use generative AI in some capacity. However, research shows that customers often feel uneasy about AI, with AI-related terminology reducing their intent to purchase. The best AI solutions, therefore, operate behind the scenes, empowering human interactions without being overtly visible.
"My big belief is that the dawn of AI essentially means that we can start taking the robot out of the human. The beautiful thing is that it can liberate us from doing less of the menial and the mundane and more of the meaningful and the humane." - Anders Sörman-Nilsson, Global Futurist
To thrive in this evolving landscape, Customer Success professionals must develop hybrid skills that combine technical know-how with the ability to build strong human connections. This approach is opening up new career opportunities and redefining the role of Customer Success in ways that were unimaginable just a few years ago.
As Customer Success continues to evolve with advancements in technology and shifting customer expectations, mentorship has shifted from being a "nice-to-have" to an essential component of professional development. The numbers speak for themselves: employees with mentors are promoted five times more often, while mentors themselves are promoted six times more often. Despite these benefits, over half of American workers - 56% - report not having a mentor.
This gap is especially pronounced among younger professionals entering the Customer Success field. While 83% of Gen Z workers view mentorship as a key to career growth, only 52% actually have one. This disconnect highlights a major opportunity for growth in a field where real-world experience and industry knowledge are invaluable.
Mentorship isn’t just about career advice - it’s about building skills in a way that’s uniquely tailored to the individual. Effective mentors address specific challenges, balancing technical know-how with emotional intelligence and strategic thinking. By sharing their own experience-based insights, mentors help mentees tackle real-world challenges, like managing client renewals or rolling out new technologies. This kind of guidance not only accelerates learning but also builds confidence by helping mentees avoid common mistakes and make better decisions.
Confidence, in fact, is one of the standout benefits of mentoring. A study found that 87% of both mentors and mentees felt empowered by their mentoring relationships. Beyond confidence, mentorship also expands professional networks, connecting mentees with valuable industry contacts.
The impact of mentorship on career progression is undeniable. For instance, 25% of those who participated in mentoring programmes saw salary grade improvements, compared to just 5% of those who did not - a fivefold difference. Mentorship also boosts retention rates. According to Deloitte, employees involved in mentoring programmes have a 72% retention rate, compared to only 49% for those without mentors. For Customer Success professionals, staying longer in their roles allows them to build stronger client relationships and plan their careers more strategically. Additionally, 68% of millennials who remain at their companies for five or more years have a mentor, compared to only 32% without one.
"The 'secret sauce' of mentoring is the mentor gets as much (or more) out of the relationship as the mentee." - Craig Jackson, Director of Supplier Diversity at Cintas
Understanding the transformative power of mentorship, Stackd has developed a structured platform to address these needs. The platform connects Customer Success professionals with experienced leaders from top European scaleups, tailoring mentorship experiences to specific challenges and career goals. Whether the focus is on fintech, healthtech, or e-commerce, Stackd ensures matches are role- and industry-specific to maximise impact.
Stackd’s process begins with a free 45-minute trial session, allowing both mentor and mentee to gauge compatibility before committing to ongoing sessions. Each mentorship is then customised with session plans designed to tackle individual challenges and objectives. Flexible scheduling accommodates the fast-paced nature of Customer Success roles, while ongoing email support ensures timely advice. To keep mentees on track, quarterly strategy reviews with the Stackd team help align mentorship goals with evolving career aspirations.
Af Nasser offers a key insight into the mentee’s role in this process:
"Success as a mentee starts with taking full accountability for your growth and outcomes. When you own your situation, you put yourself in control, whereas blaming others leaves you powerless and at the mercy of external factors. Accountability empowers you to take action and create opportunities instead of waiting for them." - Af Nasser, Vice President of Distribution and Production Planning at Cintas
Stackd’s focus on European scaleups is particularly advantageous for Customer Success professionals. These companies operate in the sweet spot: they’ve moved beyond the chaos of the startup phase but still maintain the agility and innovation needed for growth. Mentors from such environments offer valuable insights into scaling operations, adopting new technologies, and navigating rapid organisational changes. With 34% of professionals citing a lack of mentorship as a barrier to their career progression, Stackd’s approach is helping to close this gap, providing a level of career development that traditional training simply can’t replicate.
The role of Customer Success has shifted dramatically, moving from a reactive support function to a proactive driver of revenue. This change, shaped by the rise of AI and the ongoing demand for human insight, calls for a dual skill set. With 86% of CX leaders predicting AI will drastically reshape customer experience within the next three years, those who excel will combine data-driven expertise with strong interpersonal skills. As technology evolves, blending analytical abilities with emotional intelligence is no longer optional - it's essential.
In today's Customer Success landscape, being data-savvy is a must. With 90% of early AI adopters expecting that 80% of customer service issues will soon be resolved without human involvement, leaders need to know how to interpret and act on data insights to stay ahead.
The first step is building a data-driven framework by centralising customer information. Top-performing leaders ensure all data sources are integrated with their Customer Success Platform (CSP), establish solid data governance models, and design metrics that translate insights into actionable strategies. This isn’t just about collecting data - it’s about using it to drive customer outcomes and revenue.
Key skills include mastering predictive analytics for tasks like health scoring and churn prediction, as well as leveraging AI to engage proactively. Spotting patterns in customer behaviour, identifying at-risk accounts, and predicting opportunities for growth are now core competencies. Teams that lack these capabilities often turn to data scientists or invest heavily in training their staff.
The impact on the bottom line is undeniable. Customer Success Managers (CSMs) who can directly connect their efforts to revenue growth establish themselves as strategic assets rather than cost centres. This shift towards data fluency means professionals need to be comfortable with metrics, dashboards, and statistical tools in their daily work.
Still, while technical skills are critical, they are only part of the equation. Leading in Customer Success also requires exceptional people skills.
Even with the rise of AI and automation, emotional intelligence (EI) remains a key factor in workplace performance, accounting for 58% of success across all roles. For Customer Success professionals, EI directly influences career growth and earning potential - those with higher EI earn, on average, £22,000 more annually. Among top performers, 90% exhibit high emotional intelligence compared to just 20% of their peers. Companies that prioritise EI report stronger customer loyalty, advocacy, and overall experience.
In Customer Success, EI involves self-awareness, self-management, social awareness, and relationship management. Practically, this means listening actively without interrupting, empathising with customers' frustrations, and tailoring communication styles to individual preferences. Maintaining composure during tough conversations is a hallmark of standout CSMs.
Consider the example of a VP of Customer Success who turned around a challenging client relationship. The client, known for being difficult, was under pressure due to a high-stakes product launch. By understanding the client's underlying concerns and addressing them, the VP not only salvaged the relationship but also turned the client into a vocal advocate, providing referrals and written recommendations.
"I believe in the power of empathy. Whether you're closing a deal, leading a team, or managing a client, empathy builds trust and drives meaningful outcomes."
- Jenelle Friday, VP of Customer Success
As AI takes over routine tasks, the human touch becomes even more critical. Jenelle Friday summarises it well: "You can't replace the human spirit in business". This human connection allows Customer Success professionals to focus on complex problem-solving and strategic guidance, areas where automation falls short.
In the competitive world of Customer Success, certifications have gone from being optional to essential. They not only signal expertise but also demonstrate a commitment to professional growth. Certifications help sharpen strategic thinking, provide hands-on experience with tools, and open doors to networking opportunities within the field.
Options vary widely to suit different budgets and career stages. Entry-level certifications range from £80 to £430, mid-tier programmes cost around £1,440, and advanced courses can go up to £2,240. For those seeking academic credentials, RMIT University offers an Online Graduate Certificate in Customer Success Management for AU$14,880.
When choosing a certification, it’s important to find programmes that align with your schedule and learning style while ensuring they are recognised within the industry. The investment often pays off in career advancement and higher earning potential.
"CSM qualifications signal to a potential employer that a candidate has training in many of the analytics and dashboards that are now used to leverage user data and get to know customers and their needs better. They also give employers confidence in your ability to handle every aspect of customer success and relationship-building. CSM certifications let employers know that you can manage a portfolio, onboard new prospects, audit and improve processes, work on and lead cross-functional teams, and make use of tried and tested dispute resolution and diplomacy tactics to address customer issues and ultimately serve as the face of the business."
- Rolf Bax, Chief HR Officer, Resume.io
For a more personalised approach, mentorship platforms like Stackd offer tailored skill development through experienced professionals. Focusing on European scaleups, Stackd provides insights into scaling operations, adopting emerging technologies, and navigating organisational changes - areas that traditional certifications may not fully address. This combination of formal education and practical mentorship creates a well-rounded learning experience, connecting theoretical knowledge with real-world application.
Balancing formal credentials with hands-on experience is the key to career growth. As David Ciccarelli, CEO of Voices.com, explains:
"I appreciate customer-centric certifications such as Pragmatic Marketing or a Salesforce Trailhead course completion that shows me, as a potential employer, they have dedicated their time to developing professionally."
- David Ciccarelli, CEO of Voices.com
By 2025, 52% of companies will be leveraging AI, while Digital Customer Success is set to grow by 15% annually. The message is clear: adapt to these changes or risk falling behind.
"CS leaders ignoring AI and scalable engagement strategies in 2025 will likely face team restructuring."
- Irit Eizips, CSM Practice
The key to thriving lies in striking the right balance - combine AI's efficiency with personalised engagement to create meaningful connections with your most important customers. Noah Fleming, a customer growth consultant and author, offers a vital reminder:
"If your team relies too heavily on AI, you're not scaling relationships; you're commoditizing them. You're treating customers like line items instead of partners. The heart of success still lies in creating meaningful relationships."
- Noah Fleming
With CEOs, CFOs, and boards increasingly focused on clear ROI, revenue ownership is no longer optional. It’s now a critical skill for Customer Success professionals.
To stay ahead, focus on three essential areas: mastering AI tools, developing strong emotional intelligence, and adopting value-driven, outcome-focused approaches. Pairing these skills with mentorship can further accelerate your growth. As Thom Coats highlights, mentorship provides insights and lessons that go far beyond what textbooks can teach.
Platforms like Stackd connect aspiring professionals with experienced leaders from top European scaleups, offering the guidance needed to navigate the challenges of 2025. This kind of mentorship can be transformative, helping you apply the latest methodologies, maintain clean and reliable data, and embrace value-focused practices.
Customer Success professionals can strike a balance between leveraging AI and maintaining personal connections by using AI to manage repetitive tasks and extract useful insights. This allows them to dedicate more time to meaningful interactions with customers. For instance, AI can analyse customer data to highlight preferences, enabling teams to offer tailored solutions and communicate in a more personalised way.
The key to preserving the human touch lies in treating AI as a supportive tool, not a replacement. Teams should use AI-driven insights to guide their conversations but ensure their interactions remain empathetic and authentic. By training Customer Success teams to integrate AI thoughtfully while prioritising genuine engagement, businesses can achieve a balance that boosts both operational efficiency and customer satisfaction.
Choosing the right mentor in Customer Success begins with identifying individuals whose experience aligns with your career aspirations. These professionals can often be found through networking events, professional organisations, or mentorship-specific platforms. When searching, focus on someone who not only has the expertise you’re looking for but is also approachable and genuinely interested in offering guidance that fits your unique situation.
A mentor can be an invaluable resource for your career development. They provide tailored advice, help you sharpen your skills, and share insider knowledge about the industry. With their support, you can tackle challenges more effectively, gain confidence in your abilities, and uncover opportunities to advance your career. In a field as dynamic as Customer Success, having a mentor by your side can make all the difference in helping you grow and succeed.
To thrive in a Customer Success career by 2025, earning well-recognised certifications can make a big difference in how you're perceived professionally. For instance, certifications like the Customer Success Manager (CSM) qualification or targeted courses in areas such as customer engagement and retention are highly valued. They signal that you have the expertise needed to manage customer relationships effectively.
In addition to certifications, focusing on key skills is crucial. Prioritise strong communication, empathy, and problem-solving - these are essential for building trust and ensuring customers are happy. As the industry continues to evolve, skills like strategic thinking, project management, and data analysis are becoming more relevant. Strengthening these areas will help you keep pace with the changing demands of the Customer Success field and maintain a competitive edge.
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