Customer success has often been framed too narrowly. In many companies, it is still treated as a post-sale support layer. The team helps customers onboard, answers questions, manages risk, and works to keep accounts healthy. All of that matters. But in SaaS, where retention, expansion, and recurring revenue shape the economics of the business, that definition is too limited. Customer success is not just there to protect the customer experience. At its best, it protects and gr