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Who does CS report to in the org?

Deciding where CS should report to will depend on many different factors, and those will be unique to your organisation. There is no one correct way to structure an organisation, especially when it comes to finding the best place for Customer Success to report to. There are, however, general considerations that will steer you in a better direction. The intent in diving into the following is to give you ideas for consideration, not to necessarily give you a definitive answer.

8 min read

A Customer Success and Product Management Partnership Manifesto

We the people of the Customer Success Team, in order to form a more perfect partnership with the Product Management Team commit to; establish clear communication, insure continuous feedback, promote shared ownership, and secure customer delight for all stakeholders, and in so doing do establish this manifesto.

5 min read

Lessons Learnt: Building CS Orgs from the Ground Up

Having build Customer Success teams multiple times over now, there are invaluable lessons I have learnt along the way that I've made note of, so that when I do it again, I can move quicker.

11 min read

The Different Flavours of Customer Success

When Customer Success professionals meet one of the first discussion topics will be "so what flavour of Customer Success do you do?" or in other words, "how does your company approach Customer Success?". Understanding the different approaches is key to building the right Customer Success strategy for your company.

6 min read

Customer Success vs Account Management

Once you've decided on a CS function, next it is important to understand why the Customer Success role and function is different from that of Account Management, and why the two can co-exit and are mutually exclusive.

7 min read