Customer Success Function Deployment: Organizational Considerations

A well-operationalized customer success team plays a pivotal role in providing customers with an extraordinary relationship with the organization. There are multiple options for a customer success function’s reporting structure, with pros and cons for each approach. Customer success roles can evolve over time, but they must be structured around a core skill set and aligned to organizational goals. In this report, we explore key considerations for deploying a customer success function, including reporting structures, the customer success manager (CSM) role, and compensation guidelines.