Customer Success teams face a growing set of tooling choices, from fully integrated SaaS platforms to highly customised in-house solutions. This session unpacks the real trade-offs behind the “build vs buy” decision, beyond cost and speed, to explore scalability, flexibility, data ownership, and long-term operational impact. We’ll look at when off-the-shelf tools accelerate maturity, when in-house builds create competitive advantage, and how hybrid approaches are increasingly shaping modern CS stacks. Attendees will leave with a clearer framework for evaluating tooling decisions aligned to their stage of growth, resources, and customer success strategy.