What does your customer success team org structure look like?
Seso Head of Customer Success | Formerly Brex, Finn AI, Mobify • 3y
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 m...
7397 Views
Jellyfish Senior Vice President, Customer Success • 3y
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,...
3823 Views
Payscale Vice President - Customer Success & Implementation • 2y
Customer Success Managers (CSMs) are grouped into segments based on either Product Type or Annual Recurring Revenue (ARR).Each CSM reports to a CS Director responsible fo...
1876 Views
Customer Success Consultant • 2y
This can vary wildly.AreasIt depends…CSM/Pooled CSMDigitalRenewalsSupportProfessional ServicesImplementationEducationOperations/strategyEnablementSo when you look at all ...
1359 Views
Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y
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...
745 Views
SurveyMonkey VP of Customer Success | Formerly Microsoft • 3mo
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 strat...
475 Views
Related Questions
How does customer success differ between a small and large company?How do you think about your first 30/60/90 day goals when coming in as the Head of Customer Success in a startup that didn't have customer success before?If your customer success team has only one or two people responsible for covering multiple products with complex features, how would you recommend dividing workload in the short-term so as best to support long-term growth and expansion of the team?Where do you see the future of customer success heading?
What is your 30-60-90 day plan when you go into an org with the intention of setting up a customer success function for the first time?How do you communicate customer success updates and activities to the rest of the company?