🌟 2024 Wrapped: 48% Growth to 3,754 Subscribers Across 91 Countries
The CS Café Highlights 2024
From Silicon Valley to London to New Delhi to Sydney, The CS Café has become the go-to resource for 3,754 Customer Success leaders and practitioners across 91 countries.
We started 2024 with 2,538 subscribers.
So, it’s an impressive 48% growth year over year!
Our community's steady growth through 2024 reflects a simple truth:
Practical CS insights that actually work are in high demand.
Here's how we've shaped the future of Customer Success together:
Community Growth & Impact
My subscriber base shows a strong global presence, with a particular concentration in:
United States (50%)
India (9%)
United Kingdom (7%)
Canada (5%)
Nigeria (3%)
💡Explore the full archive of insights here.
Our community continues to grow steadily, with consistent subscriber growth throughout Q4 2024.
This steady growth reflects the increasing value of practical CS insights I share with you every week.
Content Milestones
I published 221 articles in 2024.
That brings the total to 435 unique pieces of actionable CS content.
Top Reads of 2024
Impact & Results
Your feedback shows the remarkable results you’re achieving:
Retention & Growth
"Implemented the strategic partnership framework and saw a 43% increase in retention within 90 days." -Shelly T., Director, Customer Success
"Customer satisfaction increased from 75% to 92% in 90 days using the templates. Just got promoted to Head of CS!" -David L., CS Director
"Since implementing the strategies from CS Café, our team's customer engagement scores improved by 40%. Highly recommend!" -Ari H., VP of Customer Success at Tech Scale-up
Operational Excellence
"Cut our reporting time by 70%—from 2 days to 3 hours monthly" -Ted M., Senior CSM at Enterprise SaaS
"After implementing the customer alert scoring system, we reduced missed customer conversations by 90% in just 30 days." -Jeanine T., Director of Customer Success
"Executive engagement jumped 85% after implementing frameworks. Finally got the budget approved to expand my team" -Lorry R., CS Operations Manager
Industry Evolution
Digital Transformation
2024 was the year of digital-led practices becoming mainstream.
Up to 80% of customer engagements are now managed through digital channels, enabling CS teams to scale their efforts in a more efficient way.
63% of organizations saw improved performance from these digital transformation efforts, with digital initiatives leading to:
20-30% increase in customer satisfaction
20-50% economic gains
This digital evolution continues as organizations adapt their engagement models:
In 2025, up to 80% of 1st level customer engagements will be managed by AI bots.
This will help CS teams focus on adoption and value realization strategies.
Scaled CS models are developing fast.
With limited budgets, the key will be to find the right balance between high-touch, low-touch, and tech-touch approaches.
Strategic Shifts
Customer Success teams will continue to evolve toward revenue-focused operations.
They increasingly report to Chief Revenue Officers (CRO / CFOs), showing their key role in revenue retention and growth.
This is why CS Leaders need to be more effective in demonstrating their contributions to the company’s bottom line.
💡Discover how this impacts CS strategies in my guide on Transforming SaaS Metrics for Revenue Impact.
Role Specialization
The industry is moving away from full-stack CSMs toward more specialized roles.
Teams now include:
Renewal managers
CS operations specialists
Onboarding experts
Scaled CSMs
Looking Ahead: 2025 Vision
The worst of the downturn's budget and team cuts seems to be behind us.
Top CS teams now report to the highest levels.
So in 2025, I’ll double down on the following topics:
My Focus Areas
Customer Success Growth
Advanced retention frameworks and proven playbooks like the Value Discovery Framework. (building on 43% improvement success)
Customer satisfaction strategies (proven to achieve 92% CSAT)
Engagement frameworks (40%+ improvement in interactions)
Practical guides and proven playbooks
Operational Efficiency
Time-saving templates (70% reporting time reduction)
Executive engagement strategies (85% C-suite interaction increase)
Global Community Building
Webinars and interviews with industry leaders
Knowledge sharing channels
Regional best practices
Your success stories in spotlight
Industry Predictions
We'll see even greater commercial focus in 2025
CS teams will need to help protect and grow revenue more and in a sustainable way
AI and digital solutions will play a key role in scaling CS functions
My mission remains clear:
Delivering practical, actionable insights without buzzwords or fluff to help you get ahead.
Thank You 2024!
Your engagement and support have made The CS Café a trusted resource for CS leaders across 91 countries.
From Silicon Valley to Sydney, I'm grateful to be part of your CS journey.
Happy holidays and I'll speak to you again in 2025.
I'd love to hear your thoughts on how to make The CS Café even more valuable for you in 2025. Just hit reply and let me know!
P.S. Interested in sponsorship? See full details here.