People try to build a large enterprise style CS company into that kind of motion, and really what you should be doing there is customer marketing. You should lean in really heavily in product and customer marketing backed up by a smaller group of people.

Customer success doesn't really have a strict definition. We can go to someone off the street and go tell me what sales does and they go, well, you ring up strangers and ask them for money. Everyone knows what that means. What does customer success do? I don't know. There's no definition.

This exposes a fundamental problem with customer success as a discipline - the lack of clear definition compared to other business functions. The contrast between sales (crystal clear) and CS (undefined) is stark and challenges the industry to get more specific about what CS actually is.