During the discussion Thomas and Neeracha discuss the following topics: How early should customer success managers get involved in that sales cycle?How do you incent sales people to subscribe to a methodology that your organization needs to be successful?What are the biggest changes in customer success over the past decade?How important is vertical expertise in customer success today?What are some of the key levers that can help scale customer success?What metrics do and should matter the most to your organization? What does the future of customer success look like?What can front-line managers do to recruit more diverse talent into the technology industry?