The Hard Truth About Customer Success: Churn, AI, Leadership, and the Future of CS

Andrea Bumstead, Founder & CEO of CS Impact, joins us to break down what’s really happening in customer success today — from churn trends to why senior leadership roles have become nearly impossible to land. She shares how she accidentally built a fractional CS business, why companies are terrified of commitment, why CS leaders struggle to reach the C-suite, and how AI is reshaping support, success, and customer relationships. We also dig into the 15-minute QBR framework that went viral, the future of CS tooling, and the hard shift leaders need to make to speak the language of the CFO. Check out the episode for deep insights into churn, AI, leadership, valuation pressure, fractional strategy, and the evolving role of customer success.