The growth of success

Back in 2020, LinkedIn named Customer Success Specialist as the sixth fastest-growing job in the US. That role had seen 34% year-on-year growth, and nearly three-quarters of those jobs were in SaaS and IT – no surprise really, considering how massive those industries are.

Since then, Customer Success has gone from being a “nice to have” to an absolutely essential part of any good SaaS business. Why? Because it turns out that keeping customers happy, supported, and getting real value from your product is a pretty good way to grow your company. Who knew?

That said, I think there’s still a bit of confusion about what Customer Success actually is. It’s often lumped in with post-sales support or just being “good at replying to emails.” But really, it’s much bigger than that. It’s not a team or a department — it’s a mindset. In a truly customer-focused company, everyone owns revenue. Everyone owns the success of the customer. When your customers win, your business wins. Simple.

The best CS people I’ve worked with feel more like consultants than support reps. They genuinely care about helping others succeed, they love solving problems, and they’re always thinking creatively about how to unlock value — both for the customer and the business.

At its heart, Customer Success is about being proactive. It's about helping customers get more out of what they’ve bought, whether that’s through better onboarding, helpful resources, or just being there with the right advice at the right time. It’s about listening, learning, and constantly improving the experience.