What does your customer success team org structure look like?

We have our Customer Success organization broken into 2 groups - Strategic Customer Success and Scaled Customer Success. In the Strategic Customer Success group I have managers who are responsible for a team of CSMs and also serve as the DRI on customer success for one or more products. CSMs need to have a strong understanding of multiple products because we only have one CSM per customer, and customers ideally use more than one product. Each manager coaches and supports their CSM team, and they ...Read More

We have a leader over post-sale who rolls into our Chief Revenue Officer. We call this org Customer Value and Adoption. Within this umbrella, we have Support, Services, and Customer Success. Within Customer Success, I oversee: Customer Education (Community, Knowledge Base, Training)  Digital Adoption (In-app Engagement)  Product Success (Technical Specialists, Liaisons to Product) CSM Having all of these teams aligned under Customer Success allows us to drive product adoption and value realizati ...Read More

This can vary wildly. Areas It depends… CSM/Pooled CSM Digital Renewals Support Professional Services Implementation Education Operations/strategy Enablement So when you look at all those, a CS org structure could be complex even with a small team! My recommendation is to start small, ensure your definition of success and annual strategy is clear for where you need to go based on your product/service, is aligned with other teams, avoids the errors of 1) being overly complex, 2) being non-ambitio ...Read More

A Customer Success team org structure depends on the company's size, business model, and customer segmentation. In my experience managing large CS teams, a structure that scales efficiently while ensuring high retention, expansion, and generating quick quantitative outcomes is ideal. Here’s a strategic org structure based on best practices: 1. Leadership & Strategy VP/Director/Head of Customer Success (Oversees vision, strategy, and key business outcomes) Extended Leadership - Sr.Manager/Man ...Read More

We structure the organization into four distinct pillars: 1. Portfolio Management (The Core CSMs) These are the owners of the commercial relationship and the customer strategy. We segment them based on customer complexity: Key Account CSMs: Dedicated to our largest, most strategic customers. They carry a smaller book of business so they can focus on deep relationship mapping, executive alignment, and capturing the Voice of the Customer (VOC). Scale Account CSMs: Responsible for the broader custo ...Read More