The customer success playbook that worked in 2022 will not get you through 2027. Budgets are tighter, CFOs and private equity stakeholders sit further into the room, and NPS or CSAT alone no longer buy the function the credibility it once had. This session sets the tone for the day by naming the gap between CS teams still treated as a cost center and the ones treated as a growth engine, and what actually separates them: a clear line from customer health to cost to serve, from retention to enterprise valuation, and from CSM activity to the revenue outcomes the board tracks. Key learnings: - Why sentiment metrics alone no longer satisfy CFOs and boards - How retention is increasingly read as the clearest signal of company health - What financial fluency looks like for a modern CS leader - How to reframe CS from a support function to a revenue function heading into 2027