"In the new age of AI, where technology becomes commoditized, the only thing that is differentiating is your domain expertise. Where you're already niche down to a specific type of organization, that's the opportunity to lean in and own that whole top of the mountain. This can be the tip of the spear for the whole company."
The strategic positioning of customer success as the function that owns the deepest, most differentiated expertise in a company — the leading edge that drives competitive advantage, not a cost center.
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Jeff Moss
Founder, Expansion Playbooks. A decade studying customer retention and expansion data from 75+ recurring revenue businesses.