The Pulse: How Customer Success Leaders Drive High Performance

The customer success subfunction plays a critical role in retaining customers and identifying growth opportunities within the customer base. Customer success leaders must enable their teams to meet customers’ expectations and ensure customers see individual and account-level value. Results from the Forrester 2020 Sales And Customer-Facing Roles Survey show that high-performing customer success leaders invest time in their team’s training.

Customer success leaders have a varied role, partnering across the B2B organization regardless of reporting structure with sales, support, services, marketing, portfolio marketing, and product management to optimize the company-customer relationship. Customer success leaders must confirm they have what they need — whether professional development or adequate time and resources — to best serve their team and enable the complex role of delivering customer value. In this report, we use data from Forrester’s 2020 Sales And Customer-Facing Roles Survey to identify key challenges facing B2B customer success leaders and the choices made by high performers.