During the discussion Thomas and Neeracha discuss the following topics:

• How early should customer success managers get involved in that sales cycle?
• How do you incent sales people to subscribe to a methodology that your organization needs to be successful?
• What are the biggest changes in customer success over the past decade?
• How important is vertical expertise in customer success today?
• What are some of the key levers that can help scale customer success?
• What metrics do and should matter the most to your organization?
• What does the future of customer success look like?
• What can front-line managers do to recruit more diverse talent into the technology industry?