The Future of Customer Success Platforms: Will They Even Exist in Two Years?
I recently filmed a “Get Ready With Me” video. Not because I’ve got a skincare routine worth copying, but because the Customer Success world is starting to feel like a beauty pageant.
While CS influencers are busy posting glamour shots and generic advice, the real story is getting missed.
Most Customer Success platforms are at risk. And not because of lack of funding. Because the market is consolidating, fast.
Here’s What’s Really Happening
1. The CS Tech Stack Is Bloated
Too many platforms. Too many dashboards. Not enough integration, visibility, or execution.
Every CS tool promises to be the “single source of truth,” yet most operators are stitching together a Frankenstein of Gainsight, Salesforce, Notion, and spreadsheets.
2. The Acquirers Are Circling
Gong. ZoomInfo. Salesforce. These aren’t CS tools, but they’re data platforms with scale, usage, and buyer trust. And they’ve got the capital to start snapping up smaller CS vendors or rebuilding their own CS modules in-house.
Customer Success as a function isn’t going anywhere. But CS as a tool category? That’s a different story.
3. Strategy Beats Software
The companies I work with aren’t asking which platform to use.
They’re asking:
How do we reduce churn with the team we have?
How do we scale onboarding without adding headcount?
How do we turn retention into a revenue engine?
These are strategic problems. They don’t get solved by slapping another tool on top of the pile.
What You Should Do
If your CS motion depends on your tool’s roadmap, you’re vulnerable.
Instead, start here:
Build systems and processes that are tool-agnostic
Align your CS motion with revenue, not just retention
Focus on operational efficiency and repeatable customer outcomes
And stop hiring based on platform experience. Start hiring based on business impact.
Final Word
This isn’t about panic. It’s about planning.
The CS platforms we know today might not exist in two years. But your customers still will.
Make sure your strategy serves them, not your tech stack.
If you're rethinking your post-sale motion, let’s talk.