2026 predictions: Will Customer Success become Account Management or Support?

Episode notes

Check out our team workshops: In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving landscape of customer success, emphasizing the need for clarity in roles and outcomes. She highlights the ambiguity that has plagued customer success teams and the pressure they face to demonstrate value. Anika outlines common mistakes made in customer success practices and offers strategies for defining success in terms of customer outcomes. The episode concludes with a challenge for listeners to articulate the impact of their work in a way that resonates with business objectives. Chapters 00:00 Introduction 01:26 The Redefinition of Customer Success 03:58 The Ambiguity of Customer Success Roles 08:33 The Pressure on Customer Success Teams 10:48 Common Mistakes in Customer Success 18:39 Strategies for Defining Customer Success 23:32 Weekly Challenge and Recap Connect with Anika Zubair: Website: ⁠ LinkedIn: ⁠ RevUP Academy: ⁠ Grab our FREE resources here: ⁠ Want to be our next podcast guest? Apply here: ⁠ Book Anika as a speaker at your next team event: ⁠