The SaaS industry is undergoing a profound transformation. While new customer acquisition has long been the centerpiece of growth strategies, the rising cost of acquisition and an increased focus on profitability are shifting the spotlight to renewals and expansions within the existing customer base. In this new landscape, Customer Success (CS) is no longer just about guiding customers toward their goals—it’s becoming a core driver of revenue. With approximately 40% of SaaS revenue now st...
