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.

There are 3 key moments along the customer journey where it makes sense to introduce a CSM; Pre-Sale, Point of Sale, or Go-Live.