Lincoln Murphy

CS moving from customer Ally to Nemesis?

Published 8 months ago • 1 min read

One of our podcast listeners asked, “I would love to get your view on Jason Lemkin’s assessment that customer success is moving from the customer's ally to its nemesis.”

Jason Lemkin is a VC and is very influential in the SaaS world; for better or worse (worse being when he said in 2012 that CSMs should manage $2M/ARR and people took that as a legit benchmark. Many people still mistakenly believe that's valid.).

So Jason's view that "Customer Success Has Gone from The Customer’s Ally To Its Nemesis" (which is contained in a blog post - that reads like an emotional response to a bad experience - and is linked in the show notes of our latest podcast episode), definitely caught a lot of people's attention.

We really dug into this from different angles in the latest episode of our Impact Weekly podcast that just dropped today.

in this episode, we explore:

  • The definition of an Ally and Nemesis in this context
  • Why the negative things Jason is citing aren't actually Customer Success
  • Challenges faced by companies in a downturn market and the pressure to increase revenue
  • The significance of raising concerns to leadership and seeking a customer-centric approach
  • And much more!

Listen to the podcast here.

I was in Brazil for the past two weeks - 7 airports, 9 flights - and I caught a cold. Unfortunately, you can tell that in my voice on this episode. Sorry about that.


BTW: Our Annual Customer Success survey is still open and we'd love to know how you'd answer questions like these:

  • How fulfilled do you feel in your role in Customer Success?
  • Do you think the leadership of your company practices what they preach when it comes to Customer Success?
  • Do you/your team have the necessary capacity to make your customers successful?
  • How much do you use GenAI (like ChatGPT) in your day-to-day job in Customer Success today?

So we put together this survey on Typeform to help fill in those - and other - gaps in the collective understanding of the CS community.

While the information we're collecting is super-important - and of course we'll share it with you and the community when we're done collecting it - the survey itself will only take a few minutes to complete.

Please share your experience with the community here.

Thanks in advance!


Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

The other day I posted an article where I said if you don't know (and stay continuously aligned on) your customers' goals, you're definitely doing something... it's just not Customer Success. This, as you might imagine, is controversial to some. But check it out for yourself and tell me where the lie is. Have a great weekend! ~ Lincoln BTW: We have two training programs starting this Monday, 4-March, that both deal with Goal Discovery and Continuous Alignment at scale. If you have customers...

2 days ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March. In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years. Listen to this week's episode here (or on Spotify, Apple, or Youtube). We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and...

4 days ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts next Monday, 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and...

5 days ago • 1 min read
Share this post