ICP Intelligence February 2026: VP Customer Success

Role in Customer Success & Support

What are the evolving priorities for a VP Customer Success? The VP Customer Success persona is undergoing a notable shift, with a significant surge in technology focus (+1.08) and growth orientation (+0.38) over the past six months, even as their focus on data has slightly declined (-0.21). Current priorities like "orchestrating post-sale customer experiences better than pre-sale" remain top concerns, yet surprisingly, they are also fading, suggesting an evolving approach to these core challenges. This population segments into two distinct behavioral clusters: a dominant High-Data / High-Technology group (84.6%) and a smaller Low-Data / Low-Technology group (15.4%), indicating a growing bifurcation in operational sophistication. The top pain points revolve around integrating sales and product growth (SLG to PLG) and adapting to enterprise sales, revealing a persona grappling with scaling customer success motions effectively.

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

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