Friday Apr 18, 2025

Episode 33: The End of Customer Success as We Know It

Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to stay relevant?

Alex Raymond sits down with Parker Chase-Corwin, the CEO and principal consultant of Xperience Alchemy who’s helped dozens of B2B companies rethink how they approach retention, risk, and long-term value. They unpack why CS never quite delivered on its promise, why the function has become a catch-all for upstream problems, and what needs to change if companies want better outcomes and fewer surprises.

Is customer success really one team’s job? Or does it require every part of the company to take ownership? Is your CS team driving strategy or just cleaning up after everyone else? This episode is a must-listen for account managers, CS leaders, and anyone who believes customer outcomes should be more than just a quarterly talking point.

Learn more about AMplify at www.amplifyam.com

Episode Breakdown:

00:00 Introduction

01:20 Why Customer Success Is Struggling

03:05 The Branding Problem in CS

05:28 From Customer Success to Customer Experience

07:03 Does CS Have a Future?

14:07 Solving Problems Upstream

17:20 Proactive Account Management

31:21 Risk Management That Works

39:53 Rethinking Customer Experience Teams

43:18 Where to Start and What to Prioritize