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How do you structure CS teams for both efficiency AND customer centricity without killing culture?

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3 Answers
Scaling a Customer Success Team
  1. Cormac Kelly
    Cormac Kelly

    SurveyMonkey VP of Customer Success | Formerly Microsoft • 4mo

    Honestly, This is such a great question. Too often, leaders feel they have to choose: you either run a lean, efficient machine that quite honestly can feel robotic to the customer, or you run a high-touch, white-glove model that make lead to burn out in your team and impacts your margins. For me, it’s not an 'either/or.' It’s about structuring for Relevance. Here is how I approach it, focusing on three specific layers: 1. Prioritization: Moving from activity to impact, lets be honest, the bigges ...Read More

    582 Views
  2. Chris Adams
    Chris Adams

    LinkedIn Head of Customer Success, Search & Staffing Market, North America • 6mo

    Structure CS around customer outcomes and company priorities, then tailor coverage by segment and product complexity. Use freedom within a framework—clear role ownership and a small set of rigorous, instrumented plays—to keep efficiency high and customer‑centricity strong. Convert field wins into digital/scaled programs, and evolve culture intentionally with your team. Top four principles 1) Strategy & outcomes first (structure follows).Anchor to customer outcomes that ladder to your company ...Read More

    936 Views
  3. Nina Wilkinson
    Nina Wilkinson

    ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 7mo

    For me culture is paramount. If you have a bad or toxic culture on your team, you won't be successful. Especially at an early stage company/team, your culture is the single most important driver of success you can have. Early stage companies have to pivot all the time, change segments, change product focus, change process. It's exhausting. It's frustrating. It can be hard to rally your team around that change or the frequency of changes. But if your team is bought in on you as a leader and you a ...Read More

    494 Views

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