CS100 – Growth, AI, and What’s Next for Post-Sales

2025 CS100 Summit Speaker – Josh Crossman (Founder & CEO of Magnify)

In this session at the 2025 CS100 Summit, Josh Crossman breaks down the structural shifts happening in post-sales and why traditional customer success models are no longer delivering the growth companies expect.

Drawing on industry data and real-world examples, Josh explains how rising costs, declining retention, and shrinking CS teams are forcing leaders to rethink how renewals, expansion, and customer growth are executed.

In this session, you’ll learn:

• Why post-sales headcount has grown while retention has declined
• How customer success teams are being pushed to focus more directly on revenue growth
• Why AI is becoming the critical lever for scaling impact with fewer resources
• What Customer Growth Automation is and how it changes execution
• The imperatives leaders must address to transition to an AI-powered post-sales model

Josh also walks through how AI can connect data, insight, action, and measurement into a continuous growth loop, enabling teams to identify risk, orchestrate action, and measure impact faster than ever before.

As growth slows and expectations rise, this session offers a clear-eyed view of what’s next for customer success leaders and how to position post-sales as a durable, AI-enabled growth engine.

The CS100 Summit is presented by ClientSuccess, the leading post-sales CRM for B2B SaaS companies. CS100 brings together customer success leaders from across the industry to share real-world frameworks, leadership lessons, and practical strategies for driving retention, expansion, and long-term growth.