Get the clarity you need to grow your customer success career.

The fifth edition of our flagship State of Customer Success Report 2025 is here – your no-fluff, data-backed guide to what customer success really looks like in 2025.

Benchmark your role

We surveyed hundreds of CSMs and CS leaders around the world to give you a clear picture of how CS is evolving – and how to keep your career ahead of the curve.

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What’s really going on in customer success?

We asked hundreds of CS pros around the world to find out what’s helping teams scale... and what’s holding them back.

A sneak peek at what's inside:

👀 Why nearly 70% of CS teams still don’t have formal enablement, and what that’s costing them.

📈 What the top-performing CS orgs are doing differently when it comes to owning revenue.

🧠 How AI is actually used in CS, and why most teams are still stuck in the experimentation phase.

🚨 The most common internal blockers killing CS momentum (and why role clarity is still a major issue).

📏 Which KPIs CS leaders are being measured on in 2025, and what’s being left out entirely?

💸 Why customer-first culture is declining, and what that means for the future of the function.

We partnered with customer success platform Gainsight to craft this candid, data-driven look at the reality of CS today.

The 2025 State of Customer Success Report:

  • Exposes the disconnect between strategic expectations and real support so that you can build smarter, not harder.
  • Benchmarks your role and team against hundreds of global peers, and gives you a shared language to drive change.
  • Breaks down what’s actually working inside high-performing CS orgs – and what’s just noise.

Get the report and get clear on where customer success is really headed.

Download your free report

Why this report matters in 2025

The role of CS is bigger than ever, but also more misunderstood.
You’re being asked to retain, expand, consult, strategize, automate… and often, explain your own job. This report shows how your peers are balancing it all – and where support is still missing.

CS is now a career, not a stepping stone.
The path is real: CSM → Senior → Director → VP. But progression requires more than great instincts. It takes visibility, benchmarks, and clarity on what good looks like.

You need data, not guesswork.
With input from hundreds of global CS professionals, this report provides shared language, proven structures, and honest insight to help you navigate growth, whether you’re solo, scaling, or leading at the exec level.

Benchmark your role