AI for Customer Support Leaders Report 2026

We hate to break it to you, but there's no single right answer to how much ARR one CSM should manage. Ask a room of customer success leaders and you'll hear anything from $8M+ per CSM to "we don't use a ratio at all." The gap usually tells you more about the company than about the method....

A structured planning tool that helps support leaders decide where AI should go first and how to measure whether it's working....

Green health scores won't save a renewal if you can't show what the customer got for their money. Here's why signals aren't proof, and three things the best CS teams do to build the value case early....

A simple framework for focusing your data on what drives renewal....

Two career paths dominate CS in 2026. Which one you're building – and whether you know it – will determine how far your skills travel....

Catch up on all main stage sessions from our flagship Customer Success Summit San Francisco 2026....

Your guide to fixing broken handoff failures that kill NRR – loaded with practical frameworks and genuine strategies for building an AI foundation that works....

CSMs find themselves caught in the crossfire of internal and external challenges, circumventing obstacles that too often mirror their clients’ struggles – preventing them from doing their roles. But what are the most common internal and external challenges or barriers to customer success in 2026?...

Why the CCO is becoming the most commercially important seat in the business, and five plays to prove it....

In all businesses, leadership sets the direction. Sure, metrics come and go, often redefined depending on business priorities. But there can often be a disconnect. The C-suite sets a vision, and somewhere between the executive floor and the frontline, the message gets thin, stalls out, or stops....

A working template for deciding who owns each stage of an expansion opportunity when the deal moves from your success team to your sales team....

Here's what changed once we stopped asking AI to draft and started asking it to work....

How Elsevier turned 300 agents' conversations into data, closed the customer effort gap, and earned a seat at the product table....

CSCnow is your chance to stream exclusive talks and presentations from our previous events, hosted by customer success experts and industry leaders. It&...

When both revenue and customer business functions collaborate, they’re able to break down silos, improve data quality, align on shared goals, and drive retention, expansion, and customer lifetime value. And the best way to get this off the ground? It's through your operations teams....