The Daily Standup Fog of war | Justin Neal
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May 28, 2025 Justin Neal, a customer success strategist with a decade of experience, dives into the evolving landscape of customer success. He discusses how the industry is shifting towards measurable outcomes, moving away from fluff. Justin highlights the challenges posed by economic changes on job roles in customer service and emphasizes the need for a comprehensive approach to operations. He also addresses the mismatch between enterprise needs and resources, shedding light on the future of customer success and its metrics-driven focus.
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CS Evolves From Fluff to Metrics
- Customer success is rapidly evolving from fluffy concepts to clear metrics and revenue impact.
- Companies now demand actionable results rather than just adoption and expansion jargon.
CS Must Justify Revenue Impact
- Economic pressures push companies to directly link CS roles to revenue and outcomes.
- This shift makes it harder for strategic and ops roles that don’t have clear dollar impacts to gain acceptance.
Ops Role Mismatch Challenges
- Justin faced a mismatch as companies sought single ops hires for limited tasks while he has experience managing vast CS ops systems.
- He struggles to find roles matching his broad expertise fitting narrower company expectations.