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.

How EverAfter Solves It:

EverAfter’s AI-driven, customer-facing interface transforms how CS teams operate:

• Automation reduces manual work: Salesloft saved 4 hours per CSM per week by automating onboarding.
• Standardized digital engagement: Frontify achieved an 87% engagement rate with structured success plans.
• Low-code/no-code solutions: Enable CSMs to build customized customer journeys without IT dependency.
• Personalization at scale: Spryker improved time-to-value by 30% for enterprise customers.

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.