Where will the pendulum stop for CS?

3 min read

After years of growing as a practice and department we are seeing Customer Success (CS) being asked to prove it’s connection to value and revenue generation. Some companies are able to show this, while others are being forced to restructure their CS departments and approach in light of the current market.

Our main question is, with these changes occurring, where will the pendulum stop for CS? Will CS move away from being a core business function? Or will it soon swing back and prove that it is vital to increase customer revenue in both the good and the bad times?

Watch Greg Daines, founder and CEO of ChurnRX, Shanta Bodhan, Director of Customer Success at ArborXR, and Seth Johnson VP of Customer Experience at LearnUpon as they discuss:

  1. How can CS leaders demonstrate their value throughout the business?

  2. Will we see the return of Account Management instead of Customer Success?

  3. What is the ‘right’ version of CS, now and in the future?

  4. And much more…


Christian Jakenfelds has had multiple different customer-facing roles. He joined Tessian as one of their first CSMs and this is where he saw how CS is the engine for growth in SaaS businesses. He now works with Planhat in the UK market and has been named one of the top 100 CS Influencers in 2022.


Greg Daines is the founder and CEO of ChurnRX, a partner for organizations looking to reduce churn and improve customer engagement. A recognized expert in customer growth and strategy, he is known for his thought-provoking and data-driven approach. Throughout his career as both a founder and executive, he has regularly challenged the conventional way of thinking to drive breakthrough transformations for companies. Greg holds multiple advanced degrees in business and economics from MIT and Cambridge University. 

Shanta Bodhan is an experienced leader of international remote Customer Success teams, proficient in driving value for customers through data-backed insights. As Director of Customer Success at ArborXR, a SaaS platform to manage and scale AR & VR Devices, she leads both Customer Success and Support functions to deliver seamless customer experiences. With a Bachelor’s degree in Organizational Psychology and an MBA, Shanta’s passion for customer satisfaction drives her focus on repeatable, scalable operations, revenue and growth. 

Seth Johnson leads Customer Experience at LearnUpon, helping customers get the results they need from the world’s best learning management system. Seth previously led cross-functional and customer-facing teams at Lucid Software, Instructure, eHarmony, and more over the last 25+ years with remits across customer success, technical support, implementation, professional services, community, documentation, and training.

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