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The Next Generation of Customer Success

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With

Jamie Davidson

Founder's Spotlight



Jamie Davidson is a two-time Chief Technology and after his stint as a first Chief Customer Officer decided that Customer Success technology needed a next-generation platform with over 500 customers and funding by A16Z. As a result, Vitally.io was born!


  • Impact of Catalyst and Totango on the Customer Success Technology Industry

  • The Future of Customer Success

  • The Evolution of Customer Success Metrics

  • The Challenges of a Founder in Customer Success Technology


Recently, two leading players in the Customer Success Platform category, Totango and Catalyst announced their plans to merge. Jamie's perspective is that it could be problematic for category momentum in the short term, but was simply a business decision by two companies that were in no way indicative of the Customer Success platform category as a whole or the Customer Success procession.


How is Customer Success going to evolve over the next few years? Jamie sees Customer Success becoming more strategic, especially with the help of additional data, insights, and AI. Ultimately, a balance of the existing role as the primary customer relationship manager, while becoming more strategic as the "voice of the customer" to better inform product roadmap, marketing messaging, and new customer sales.


Customer Success, coupled with better tooling has the potential to materially increase the strategic impact that Customer Success delivers. The evolution of Customer Success technology will move beyond the goal of serving the Customer Success leader and will surface insights and data important to other executive leaders beyond the CS leader, including the other GTM leaders and product leaders.


If you are leading a Customer Success team, making budget allocation decisions for Customer Success, or are just interested in understanding and helping to determine the future of Customer Success in your company, this conversation with Jamie is a very helpful listen!

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