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How does customer success differ between a small and large company?

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4 Answers
Establishing the Customer Success Function
  1. Steph Gerpe
    Steph Gerpe

    LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y

    There are many facets of CS that may differ based on the size of the organization. With differences in organizational size, come differences in priorities, growth strategies, cost measures and balance for scale, as well as customer journey architectures/needs. A few specific areas to note: At least initially, the size of the CS org is likely to grow based on the expanding customer pool. In the early days of an organization, more customers may equal more customers success managers until a balance ...Read More

    1,789 Views
  2. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y

    Small Company CS Generalist roles: CSMs handle everything from onboarding to renewals to support Direct executive involvement: Founders/C-suite often engage with key customers Rapid iteration: Can quickly adapt processes based on customer feedback Limited resources: Creative solutions with minimal tools and headcount High visibility: Each customer represents a significant percentage of revenue Relationship-driven: Heavy reliance on personal connections and flexibility Reactive tendencies: Often ...Read More

    453 Views
  3. Kiran Panigrahi
    Kiran Panigrahi

    Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y

    While the mission of CS in any org, irrespective of small and large company, needs to be "Client Needs = CS = Business Outcomes"In a small or early startup culture, Customer Success will be hands-on and reactive, with CS teammates wearing multiple hats across onboarding, support, and renewals. The focus will be on building relationships and proving value quickly. Get them cross the line! In a large or matured org, CS is well-structured and data-driven, with specialized roles, automated processes ...Read More

    472 Views
  4. Andreas Tollschein
    Andreas Tollschein

    Camunda Director of Customer Success EMEA • 3y

    In small companies, you have closer cooperation with the majority of your customer base. When you grow into a large company, by also growing your customer base, you need to scale also and automate some of the customer interactions and change the touchpoints and frequency of your interactions based on the customer segment 

    958 Views

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