How To: The Customer Success Functional Design

Customer success is tasked with ensuring customers achieve value from the product or services they have purchased and ultimately renew or repurchase. As an organization’s focus shifts to the post-sale journey, customer success continues to evolve and scale within the customer engagement ecosystem. Customer success leaders must consider interlocks with the marketing team and other customer-facing roles to ensure a consistent customer experience. This toolkit offers guidance for the functional design of the customer success team that aligns most effectively with the rest of the organization and enables customer success to engage the existing customer base with post-sale lifecycle support.