As we wrap up 2024, it’s hard not to reflect on a year that has been pivotal for Customer Success.
How did it go for you and your team?
Were you able to navigate the growing expectations for retention and expansion?
Did you embrace AI to stay competitive or maybe expand your strategies to include digital and low-touch customer segments?
This year marked some clear shifts in Customer Success:
- A stronger focus on revenue metrics with many Customer Success teams taking on commercial responsibilities and revenue quotas.
- The rise of AI as a critical tool for scaling operations and uncovering growth opportunities.
- The growing importance of self-service options, empowering customers while boosting efficiency.
While these trends signal exciting opportunities, they’ve also brought challenges, with burnout becoming a real concern for many teams. The growing overlap between CS and Sales has blurred lines, expanded roles and pushed teams to take on more responsibilities than ever before.
2025 offers a chance to recalibrate.
As leaders, it’s up to us to define clear priorities, refine processes and ensure our teams are equipped to succeed without feeling overwhelmed.
The holidays are a time for rest but they also provide a rare moment to step back, reflect and think strategically.
Here’s a checklist to help you and your team start 2025 with clarity, focus and purpose—addressing challenges like role clarity and workload while setting a strong foundation for the year ahead.
1. Conduct a Year-End Review
Reflecting on 2024 is the first step toward making 2025 even better. Understanding what worked, what didn’t and why will help you set clear priorities.
Review Key Metrics: Look at retention, NRR, churn and expansion results. Pay special attention to:
- Top reasons for churn and where your team struggled to mitigate risks.
- Wins from expansion efforts—what strategies worked best.
Perform a SWOT Analysis: Break down your team’s:
- Strengths: What did your team consistently excel at in 2024?
- Weaknesses: Where are there opportunities to improve?
- Opportunities: Are there emerging trends or accounts ready for growth?
- Threats: What challenges (internal or external) could affect your goals in 2025?
Gather Team and Customer Feedback: Conduct quick surveys or roundtables to gather input from both sides to get a well-rounded view.
Share findings to cross-functional teams:
- Compile a summary of your findings, including key metrics, insights and lessons learned.
- Share this with Sales, Marketing, Product and Support teams to align on priorities and highlight opportunities for collaboration in 2025.
- Host an Alignment Meeting: Schedule a meeting with cross-functional stakeholders to review the summary, align on shared goals and brainstorm solutions for gaps identified in the review.
2. Plan Internally for 2025
Set Annual and Quarterly Objectives: Define measurable goals for retention, expansion and customer satisfaction that align with company OKRs.
Create Monthly Focus Areas: Assign themes or priorities for each month—e.g., “January: Retention Playbook Audit,” “February: Expansion Campaigns.”
Review your Customer Journey: Use this as an opportunity to revisit and optimize current customer journeys and processes.
- Identify gaps or inefficiencies in onboarding, adoption and renewal stages.
- Collaborate with your CS team to gather insights and co-create plans that improve outcomes and scalability.
- Look for opportunities to simplify workflows or enhance customer engagement strategies.
Anticipate Risks: Use data from 2024 to predict challenges and design strategies to mitigate them.
3. Check In with Your Team
Your team’s readiness and engagement are key to achieving your goals in 2025.
Host One-on-One Check-Ins: Ask:
- What are your professional and personal goals for 2025?
- What challenges or blockers are you facing?
- What resources or support would help you succeed?
Celebrate Wins: Host a team kickoff meeting to celebrate 2024 wins, share your 2025 roadmap, align on goals and build excitement for the year ahead.
Capacity Review: Ensure workloads are equitable and aligned with team priorities.
- Review Account Assignments: Evaluate account distribution to ensure no one is overwhelmed. Look for imbalances, such as one CSM managing more high-touch accounts than others.
- Segment by Complexity: Group accounts by complexity (e.g., high-touch, low-touch, digital-first) and ensure the right level of effort is matched to the account type.
- Consider Portfolio Size: Use benchmarks to evaluate if portfolio sizes are manageable based on your team’s resources and priorities.
- Evaluate Team Capacity for Strategic Work: Are team members spending too much time on administrative tasks? Identify areas where automation or process improvements can free up time for high-impact activities.
- Factor in Role-Specific Goals: Ensure team members responsible for both retention and expansion have the time and tools needed to excel in both areas without burnout.
4. Prioritize Your Own Development
Strong leadership starts with self-improvement. Make 2025 the year you prioritize your own growth.
Set a Leadership Goal: Choose one leadership skill to master this quarter—e.g., advanced forecasting, coaching techniques or cross-functional influence.
Engage with Resources:
- Attend an industry conference or webinar series.
- Join communities for peer insights.
- Read thought leadership books like “Radical Candor” by Kim Scott or “The Advantage” by Patrick Lencioni.
Get a Mentor: Seek guidance from a peer or senior leader to provide perspective and advice on navigating challenges.
Block Time for Development: Block time on your calendar each week for professional development, ensuring it remains a priority.
Quick Recap: Your 2025 Kickoff Checklist
Here’s a quick recap to help you start 2025 strong:
- Conduct a Year-End Review: Reflect on key metrics, perform a SWOT analysis, and align with cross-functional teams.
- Plan Internally for 2025: Set goals, optimize customer journeys, and anticipate risks.
- Check In with Your Team: Reconnect, celebrate wins, and ensure workloads are manageable.
- Invest in Yourself: Focus on leadership growth and continuous learning.
Closing Thoughts
2025 is an opportunity to recalibrate, refocus and thrive. By taking these steps with clarity and purpose, you’ll ensure that both you and your team are equipped to tackle the challenges and opportunities ahead.