As SaaS companies pivot from growth-at-all-costs to sustainable profitability, customer success is taking center stage.
But what does it take to transform customer success into a strategic growth engine?
Jeremy Silver, a veteran in scaling customer success teams, shares his playbook in a recent conversation on The Inside Scoop.
From Triage to Strategy: The Evolution of Customer Success
Once seen as a post-sales safety net, customer success now operates at the intersection of sales, marketing, and product.
Jeremy recalls how the heyday of SaaS in the early 2020s led to departmental silos that left customer success scrambling to clean up the mess.
“In the past, customer success was often reactive—focused on firefighting,” Jeremy notes. “Today, the leaders in this space are proactively aligning across functions, using data to predict risks and opportunities.”
This shift is crucial as 90% of SaaS leaders agree that alignment across departments is essential for driving customer outcomes
AI: The Competitive Advantage
AI isn’t replacing customer success teams; it’s empowering them.
Jeremy emphasizes that AI tools help surface insights, automate low-value tasks, and allow customer success managers to focus on what matters most—delivering value.
For example, companies using AI-driven analytics see a 30% reduction in churn rates and a 20% improvement in upsell opportunities. Indeed, AI is becoming a game-changer for SaaS organizations.
“Companies that leverage AI to enhance human ingenuity will outperform those that don’t,” Jeremy predicts.
The ROI of Alignment
Jeremy is a staunch advocate for breaking down silos and aligning metrics across teams.
“Aligned goals mean every department is rowing in the same direction,” he explains.
This isn’t just theory: SaaS companies with unified objectives achieve 12-15% higher revenue growth than their peers.
For customer succes tying team objectives to strategic company goals—whether that’s reducing churn, increasing net revenue retention, or driving upsells.
Customer Success in 2025
As interest rates stabilize and SaaS funding rebounds, Jeremy sees an opportunity for customer success teams to step up as profit drivers.
“Customer success is more than renewals,” he says. “It’s about bridging the gap between what your product does and the value your customers need.”
He predicts that AI will continue to shape the field, with tools enabling deeper insights and more seamless customer handoffs. But the human touch will remain indispensable.
“At the end of the day, people want to work with people they trust,” Jeremy concludes.
Key Takeaways for SaaS Leaders
- Invest in AI Strategically: Use AI to handle routine tasks, freeing up teams to focus on customer engagement.
- Break Down Silos: Align metrics across sales, marketing, and customer success to ensure cohesive execution.
- Focus on ROI: Make customer value the centerpiece of your success metrics.
- Leverage Predictive Analytics: Stay ahead of churn risks and upsell opportunities with data-driven insights.
Want to see how visual analytics and AI can transform your customer success strategy? Explore Scoop Analytics today.
Scoop Team
At Scoop, we make it simple for ops teams to turn data into insights. With tools to connect, blend, and present data effortlessly, we cut out the noise so you can focus on decisions—not the tech behind them.
