TSIA research shows that scaling Customer Success (CS) remains a top business challenge. As CSMs take on more responsibilities—such as revenue operations, onboarding, and renewals—organizations are struggling to maintain high-touch engagement while reducing costs.

What TSIA Found:

• 34% annual CS budget growth, but economic downturns are limiting hiring.
• CSMs manage 8 accounts (high-touch) or up to 75 accounts (low-touch), making personalization difficult.
• 89% of CSMs conduct QBRs, yet manual efforts slow efficiency.
• 58% of companies expect CSMs to handle renewals, increasing workload.
• Only 57% of companies have mapped the full customer journey, leaving gaps in engagement.
• Companies with guided digital journeys see a 30% increase in net revenue retention.

Bottom line: The future of CS isn’t more headcount. It’s smarter infrastructure.

How EverAfter Solves It:

EverAfter is the AI-driven customer interface that empowers your customers and your team. No more trade-offs between scale and personalization.

Proven Results:

• 3X increase in adoption rate (Okta)
• 4+ hours per week saved per CSM by automating onboarding (Salesloft)
• 87% customer engagement rate using structured success plans (Frontify)
• 30% faster time-to-value across enterprise accounts (Spryker)
• Low-code tools that let CSMs build and iterate programs without relying on dev or ops

Future-Proof Your Customer Success Strategy

Scaling CS is no longer about hiring more CSMs—it’s about leveraging technology to drive efficiency, engagement, and revenue growth.

Download the full report to access data backed insights and real-world solutions that will transform your CS strategy in 2025.