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What are product tours?
Discover the power of interactive product tours that go way beyond customer onboarding. Say “hello” to sustained engagement and feature adoption!


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.

Kimberly Ayala, Director of Customer Success (North & South America) at Akeneo
With 15+ years of experience working with Fortune 100 enterprises, Kimberly has built a career in driving customer growth, retention, and measurable success. From advising organizations on software adoption to leading world-class CSM teams, Kimberly is passionate about instilling trust, value, and strategic excellence. Now leading a high-impact CS team at Akeneo, Kimberly is focused on setting the gold standard – where customer success isn’t just a function but a driving force for business impact. Podcast guest, course advisor and community champion, Kimberly is a shining beacon in the world of collaboration and knowledge-sharing.