Wu: Traditional Customer Success roles fail to justify cost in usage SaaS
Scott Wu · Tech Executives: AI Has Changed SaaS Forever (Don't Fall Behind) · Jul 18, 2025 · at 21:12
Scott Wu, CEO of Metronome, discusses organizational changes and go-to-market shifts required in usage-based software companies with a16z GP Martin Casado.
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“I think in a lot of cases, the role of CS is really much thinner than you would otherwise have. I think you really do want a team who's deeply embedded in the success of the company, but most CS folks on the label Aren't doing enough to justify that.”
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