Has Customer Success Lost Focus on Customer Value - with David Karp

Customer Success was created to help customers achieve valuable outcomes. In many SaaS companies it has gradually become a mixture of reactive support, renewal defence and internal reporting. When Customer Success loses focus on customer value, retention and post-sales growth become harder to protect. David Karp joins us to explore whether CS has drifted away from its original purpose and what leaders should do about it. You will learn how Customer Success can become more accountable for customer outcomes, why empathy cannot replace commercial responsibility and how stronger GTM alignment improves customer value. We also discuss shared ownership across Sales, Customer Success, Product and leadership. Connect with David: https://www.linkedin.com/in/davidalankarp/ 🌐 Visit Breakthrough SaaS Growth: https://breakthroughsaasgrowth.com/ Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses. #ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn