In the land of customer success (CS), it often feels like we’re navigating through a world as complex and enchanting as Oz itself. For those of us who work to create exceptional customer experiences, we know what it feels like to be stretched thin—like Elphaba from Wicked, a misunderstood and underestimated figure who secretly holds all the magic to transform the future. In many ways, Customer Success Managers (CSMs) and customer-facing teams share her journey, facing growing demands with...
