I appreciate the insight Andrew- I believe another great attribute that positions customer success managers as leaders is the interaction a CSM has with every team in the company. As a customer success manager I work with marketing, sales, customer support, product management, and development. That broad engagement fosters empathy for each teams function while continually focusing on the success of the customer. I believe that kind of strategic interaction provides a valuable skillset that poises customer success managers for leadership. Thanks for the story!