Customer Success is changing faster than the playbooks built for it. We ran this study to understand how companies and leaders are actually navigating the shift to AI: what’s working, what’s mostly noise, and where we’re seeing meaningful movement in roles, titles, skills, and hiring.

The honest answer is that everyone is figuring this out in real time. This report offers a clearer view of where the field is today, where it may be heading, and what leaders should be paying attention to as they build for what comes next.

This report is a joint research study of CustomerXSuccess and Melo Associates. Published July 2026. Download it here.