by Vladislav Semenov
6/23/24
In today’s economic environment, the pressure on Customer Success and post-sales teams to deliver revenue outcomes is immense. Yet, most organizations still lack the systems, automation, and insight to operate with precision. Manual outreach, static health scores, and fragmented tech stacks continue to hinder performance. The tools haven't kept pace with the expectations.
That’s why we’re excited to launch the Customer Growth Automation (CGA) Maturity Model—a four-phase framework designed to help B2B companies baseline their current approach and identify what’s needed to scale retention, renewals, and expansion more efficiently.
Why Now? Because Retention is Revenue.
According to TSIA’s 2025 Renewal Reality Check, less than half of companies report improved renewal revenue compared to last year. Only 36% incorporate external data into renewal forecasting, and a surprising 39% lack defined adoption frameworks altogether—despite clear evidence linking adoption to retention.
Meanwhile, 93.7% of organizations say AI is “extremely or very important” to optimizing CS, yet under 20% can quantify any automation impact to date. This misalignment between vision and execution is costing teams growth—and jobs.
Customer Growth Automation offers a way forward.
CGA centralizes product, billing, support, CRM, and engagement data, uses predictive AI to forecast revenue outcomes, and orchestrates customer-facing motions in real time. The result? Teams know which accounts are in play, what actions to take, and when to act—without manually stitching together dashboards or reports.
The CGA Maturity Model: From Email to Orchestration
Our CGA Maturity Model outlines the four stages of adoption and capability:
Level 1: Email-Centric
Manual, reactive communication from CS and AMs
Minimal data integration
No forecasting or automation
Level 2: Basic Product Integration
Lifecycle workflows driven by product usage data
Early onboarding motions automated
Basic segmentation and limited insights
Level 3: Multi-Channel Automation
Workflow orchestration across Slack, CRM, in-app, and email
AI-assisted forecasting by segment
Semi-personalized customer journeys
Level 4: Full CGA
Full data integration and explainable AI forecasts for every account
Motions triggered by insights across all channels
Campaign-level reporting and performance optimization
Each phase builds capability while enabling scale without proportional headcount increases.
Where Does Your Organization Stand?
We’ve created a 20-question self-assessment to help leaders benchmark their maturity across key domains:
Take the free assessment and receive a summary of your current CGA maturity level—and what it’ll take to reach the next phase.
👉 Start The Assessment
The Bottom Line
Customer Growth Automation isn’t just a concept—it’s a category. It gives post-sales teams the same level of data, automation, and forecasting precision that pre-sales has had for years.
Our CGA Maturity Model isn’t just a framework. It’s a rallying point for CS, RevOps, and executive leadership to align on what “good” looks like—so your teams can focus less on building dashboards and more on driving outcomes.
Start with clarity. Scale with confidence. It's not Magic, It's Magnify.
Find out more about how to leverage AI and Automation to effectively scale your CS organization. We look forward to chatting wtih you soon!
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