Some call it a 90 day plan. Others call it an onboarding plan. Whatever you call it, you will essentially be planning what to do now, next and later, in whatever period of time you need to make your impact. To focus the plan, split the focus into 6 core areas; Commercial, People, Process, Product, Performance, Tools

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.

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.

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.

Understanding where you are in the evolution of your Customer Success organisation will help you identify what to prepare for next. If...

Here are 4 ‘laws’ which knit nicely together in explaining a perspective of Customer Success as a business function and discipline.