Customer success has evolved from an art to a science, becoming a crucial discipline for high-achieving companies alongside marketing, sales, and product. In the B2B SaaS industry, customer adoption directly impacts revenue, making customer health vital for long-term growth. Companies with consumption-based pricing models must focus on reducing churn rates to foster expansion opportunities and create true advocates. To nurture a customer success mindset, businesses should prioritize outward focus, define their purpose, and develop well-rounded team members with high IQ, EQ, and grit.