
Every year, companies host their annual Sales Kickoff (SKO)—a high-energy event designed to align teams, set strategy, and drive momentum for the year ahead.
And yet, despite all the talk about being “customer-centric,” Customer Success teams are still being left out.
👉 How can we claim to put customers at the center of the business when we fail to align our teams around them?
In recent conversations with CS leaders, I’ve heard the same frustrating reality:
Sales Kickoff is expanding—it’s now including Marketing and Product teams to improve messaging, innovation, and sales execution.
But Customer Success? Still on the sidelines.
Wait… Aren’t We Revenue Owners Now?
Let’s talk about what’s being asked of CS teams today:
✔️ Own revenue targets
✔️ Identify expansion leads
✔️ Sell the value
✔️ Deliver on growth outcomes
If these are our responsibilities, why are we excluded from the ONE event designed to set the tone and strategy for the year?
If Your CS Team Missed Kickoff This Year, Here’s Why You Need to Fix That in 2026
It’s not just about a seat at the table—it’s about winning as a unified company. When CS is missing from Kickoff, you’re missing out on:
1️⃣ Stronger Cross-Functional Collaboration
CS, Sales, Marketing, and Product need to hear the same message at the same time.
Kickoff is where relationships are built—without CS in the room, alignment suffers.
The best customer experiences happen when internal teams are working together, not in silos.
2️⃣ Alignment on Goals & Strategy
If CS is expected to execute on company-wide revenue goals, we need to be part of the conversation from Day 1.
Misalignment creates friction—CS shouldn’t be playing catch-up after SKO ends.
We need to understand how the business is shifting and how that impacts customer retention and expansion.
3️⃣ Deeper Understanding of Customer Expectations
CS has direct insight into what customers actually want and need—insight that should be shaping GTM strategy.
Without CS at Kickoff, teams risk building goals, strategies, and messaging that don’t align with reality.
Bringing CS into the conversation means better-informed decisions and stronger customer outcomes.
4️⃣ Shared Revenue & Growth Opportunities
If Sales and CS are both revenue-driving teams, why is CS excluded from the event that defines revenue strategy?
Expansion and retention don’t happen in a vacuum—CS and Sales should be working hand-in-hand.
When CS understands the sales motion, positioning, and pipeline strategy, they can better drive growth from existing customers.
5️⃣ Inspiration, Motivation & Knowledge Sharing
Kickoff isn’t just about strategy—it’s about building energy and momentum for the year ahead.
CS teams also need to be excited, empowered, and engaged—not just catching up later via a Slack summary.
The more CS understands the company’s vision and objectives, the better they can execute.
The Bottom Line: The Benefits Outweigh Any Excuse
The value of bringing Sales, Marketing, Product, and CS together—hearing the same message, aligning on priorities, and strengthening relationships—far outweighs any reason for excluding CS from Kickoff.
So, if it’s too late for 2025, let’s make 2026 the year that Customer Success finally takes its place at the table.
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