Reimagining Customer Success as a Strategic Growth Engine

From support to strategy: How AI, product alignment, and CS reinvention drive sustainable competitive advantage.

In today’s hyper-competitive, AI-disrupted market, Customer Success is no longer a function to manage—it’s an advantage to engineer. Yet too many companies still treat CS as a reactive support role, disconnected from product, go-to-market, and strategic growth initiatives. That thinking no longer works—and it’s costing businesses trust, expansion, and long-term competitiveness.

In this C-suite-focused webinar, Rob Ciampa and Eric Peterson will outline what it takes to reimagine Customer Success as a strategic growth engine. Rob will explore how CS, when deeply aligned with product development, onboarding, and post-MVP realities, becomes the differentiator that competitors can’t replicate. Eric will share how CS organizations must evolve—operationally and culturally—to integrate with marketing, sales, and product, while embracing AI and moving beyond legacy metrics like NPS and VoC.

This is a wake-up call for executive leaders: the companies that win tomorrow are rebuilding Customer Success today. This isn’t about churn mitigation. It’s about engineering a competitive edge that lasts.

1. Why Customer Success is becoming the key differentiator in competitive strategy
2. How leading companies embed CS into product, onboarding, and post-sale execution
3. What’s replacing legacy metrics like NPS and VoC in AI-powered environments
4. How to align CS, product, sales, and marketing to drive trust, growth, and defensibility