Best Practice Report

Customer Success Function Deployment: Organizational Considerations

January 1st, 2018
Lisa Nakano, null
Lisa Nakano
Steve Silver, null
Steve Silver
With contributor:
Amy Bills

Summary

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.

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