When I talk to customer success (CS) leads at other companies, there’s one thing that’s usually on their minds: how to get C-suite buy-in on making investments in customer success. As CS leaders, they know customer success should be a strategic asset in their organization, but securing buy in from their peers relative to other investments isn’t always easy. Outside of starting at the top and getting aligned with your CEO, it’s not an easy question for me to answer. Customer success isn’t an idea or a function, it’s a core value that, to be effective, needs to be built into how a business operates. At Okta, the success of our customers has been our number one value since the day we launched. It’s encoded in our culture and DNA. Everyone across the company—from HR to IT, from engineering to the C-suite—fully embraces the fact that our customers are our.