Software is eating the world, and the subsequent growth in the subscription economy has had a huge impact on the role of customer success.

While customer success orgs have always been focused on driving value and adoption for our customers, the need to deliver on this is more important than ever in a constantly changing SaaS landscape and in this article, I’ll share seven keys to doing just that.

My name's Ankur Patel and I'm a Customer Success Leader at Celonis, the global leader in process mining and process execution management.

In this article, I'm going to talk to you all about driving adoption in what seems to be a constantly changing SaaS landscape. Before I do, I want to go over a brief history lesson to lay the groundwork on how we are where we are today.