Though continuously evolving, Customer Success is still young as a department.  Nick Mehta of Gainsight looks to the future and posits how leadership in CS will change and mature.

Ben Winter of Appcues feels that of the AARRR SaaS metrics (acquisition, activation, revenue, retention, referral), activation is the most important for company growth.

Though it sounds obvious, a lot of companies to not have a Customer First strategy.  Swetha Amaresan of Hubspot knows this is actually a lot harder than it looks, but provides some steps to transition to a better balance between customer and business.

Here are four of the most common mistakes that Brooke Goodbary (via Natero) sees Customer Success Managers make (and how to fix them).