ICP Intelligence February 2026: Customer Success & Support

People Segment

What are the evolving priorities and challenges for Customer Success & Support leaders? Customer Success & Support leaders are rapidly increasing their focus on Technology (+1.08 shift) and Growth (+0.38 shift), while de-emphasizing Data (-0.21 shift) and Risk (-0.25 shift). The top new priorities include understanding the customer value equation and delivering business outcomes, pushing aside the prior emphasis on orchestrating post-sale experiences. This shift is mirrored in new pain points, with concerns emerging around how "AI-led acquisition can mask fragility if retention breaks" and the potential for "unconstrained growth to mask underlying challenges." This persona largely divides into two behavioral clusters: a dominant High-Data / High-Technology group (84.6%) and a smaller Low-Data / Low-Technology group (15.4%), indicating a segment grappling with how to leverage technology for scalable growth while addressing retention fragility.

AI-generated summary · February 11, 2026

Behavioral Factor Profile

Narrative
3.94
▲ +0.07
Operations
3.45
—
Data
4.19
▼ -0.21
Technology
3.97
▲ +1.10
Risk
3.23
▼ -0.24
Growth
4.65
▲ +0.38
Stakeholder
4.84
▲ +0.17

Scale: 1 (conservative) to 5 (innovative) · Arrows show 6-month shift

Factor Radar

Top Power Words

intentionalityimportantactionable insightsimpactamazing+ 10 morePRO

Thematic Intelligence

Priorities

sample
orchestrating post-sale customer experiences better than pre-sale.
giving value first and getting value second for customers.
empowering the world to design.
+ 12 more PRO

Pain Points

sample
hard to back channel from slg to plg.
hadn't done enterprise sales before as a company.
culture thought touchless and leaned on organic adoption.
+ 12 more PRO

Success Metrics

sample
moving customers through a journey with product use.
monthly active users (mau) - specifically completing a design.
number of ai usage instances (16 billion for canva).
+ 12 more PRO

Decision Frameworks

sample
career as a portfolio of opportunities - evaluate product, leadership/culture, and personal incremental value contribution.
value first, value second - prioritized giving value to customers before seeking monetary return.
can we do that digitally? - prioritize scaled digital solutions before more high-touch methods.
+ 12 more PRO

Red Flags

sample
back-channeling from slg to plg.
just charging more and jamming self-serve into enterprise.
having a culture that thought touchless for enterprise.
+ 12 more PRO

Behavioral Archetypes

83.9%
16.1%
High-Data / High-Technology(83.9%)
Low-Data / Low-Technology(16.1%)

Cluster quality: moderate · Full archetype profiles with factor comparison PRO

Roles in Customer Success & Support

VP Customer Success

Other People Segments

Sales & RevenueMarketing & GrowthIT & SecurityEngineering & ProductFinance & LegalOperations & HRExecutive LeadershipAdvisory & ConsultingAcademic & ResearchMedia & Content

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