State of Customer Success 2026 | TSIA

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Webinar

The State of Customer Success 2026

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This webinar examines how Customer Success is evolving from relationship-led account management to data-driven “Value Management” in the era of AI Economics™. You’ll see how AI moves from tool to teammate, and what CS leaders must do to secure Customer Success as a primary engine of retention and growth.

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February 4, 2026

11:00 AM

Pacific Time

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February 4, 2026
|
11:00 AM
Pacific Time

Overview

Summary

The State of Customer Success 2026 is defined by two major shifts: CSMs evolving into commercially fluent “Value Managers,” and AI becoming the operating fabric of CS rather than a standalone tool. Against a backdrop of rising acquisition costs and low visibility into ROI, this session shows how to master outcomes, build unified data foundations, and redesign monetization so Customer Success remains a primary driver of renewal and expansion.

Challenges

Customer Success teams are stuck between powerful AI capabilities and legacy business models that still rely on siloed data, per-user pricing, and purely relationship-based motions. Leaders must close the value-proof gap, build commercial confidence, and scale “digital-led, human-finished” engagement without losing personalization.

Key takeaways

Fix Your Foundation

Prioritize data quality, integration, and a unified customer view so your CS tech stack can actually prove value instead of adding to the noise.

Reskill for Strategy

Invest in training that elevates CSMs into strategic, commercially fluent advisors who can read the data, quantify outcomes, and confidently drive expansion.

Disrupt Pricing Now

Challenge per-user pricing and move toward outcome or value-based models so you can capture the impact of AI, even as headcount and “seats” decline.

Webinar speakers

Darlene Kelly

Director of Customer Success Research, TSIA

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