Best Practice Report

The Customer Success Operations Role: Definitions And Responsibilities

August 29th, 2019
Lisa Nakano, null
Lisa Nakano


Customer success operations differs from other operations roles primarily because of its focus on existing customers. An organization has more experience with existing customers, more data on them, and the ability to engage with them in ways that aren’t possible with prospects. In this report, we provide guidance on determining why, when, and how to implement customer success operations for strategic and tactical benefit.

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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.