From Retention to Revenue: Redefining Customer Success for the AI Era

As GTM models evolve, Customer Success is being asked to do more - retain, expand, and drive product adoption - often without the structure or incentives to match.

When the function becomes a catch-all, accountability blurs. The impact becomes lower renewals, inconsistent customer experience, and teams stretched across technical, commercial, and product demands that don’t align.

In our latest webinar, George and Andrew were joined by Eliot Offit, Global Head of Customer Success at TRACTIAN. Together, they explored how leading organizations are redefining CS for scale - separating focus areas, tightening alignment with revenue, and designing incentives that reward real outcomes.

You’ll come away with:

• Practical ways to evolve CS as your business grows - from technical partner to strategic growth driver
• Clear signals for when to split roles, re-scope responsibilities, or realign reporting lines
• Insight into how to balance customer advocacy with commercial accountability

If you’re refining how Customer Success fits into your 2026 operating model - and want a structure that drives retention, credibility, and growth - this replay is for you.