The CCO role is changing fast

Retention, expansion, churn, NPS and capacity still matter. The new questions are about where humans stay involved and where agents act.

The CCO role is changing fast.

Retention, expansion, churn, NPS, and capacity still matter. But the new questions are different:

• Where should humans stay involved?
• Where should AI agents act?
• What decisions can systems make safely?

How do we protect customer intimacy without adding headcount?

This is not a tools conversation. It is an operating model conversation.

The most interesting CS work happening right now is not “using AI.” It is redesigning Customer Success around what humans do best, and what agents can now do better.

That is where I believe the CCO role is going.

Curious how other CS leaders are thinking about this.

First published on LinkedIn.