First 90 Days Report

First 90 Days: Customer Success Leader

October 20th, 2021


New customer success leaders must set priorities and deliver immediate results to demonstrate the function’s value and establish credibility. Focusing on the mandate of customer success — adoption, usage, retention, and growth — by delivering measurable value is an ideal place to start. Deployed at the account level, the function’s activities should span the entire post-sale lifecycle, culminating in increased retention, loyalty, advocacy, and growth. In this report, we explain key activities for a new customer success leader, including intelligence gathering, ecosystem and interlock, and organizational strategic initiatives.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.