Perhaps Civis lives under a rock.

This week, Civis received an email from a financial services company signed by a ‘‘Customer Success Specialist’’.

Apparently, CSS is a rapidly growing role in the modern subscription-based economy. The idea is that these ‘‘professionals’’ focus on ensuring customers achieve their desired outcomes — that is, get what they want.

Civis thought that was what all customer-facing staff are meant to do.

It is extremely common in the Software as a Service (SaaS) and B2B technology sectors. By some miracle, Civis happened to know that B2B means business-to-business, as distinct from selling to the public.

The roles have been growing rapidly, and CSS is said to be one of the fastest-growing career paths. When it works well, it bridges the gap between sales and technical support, focusing on long-term relationships rather than reactive problem-solving.

Maybe.…