Where does Customer Success "live" within your organization and why?

Devin CarrierDevin Carrier VP, Customer SupportFounding Member | Scholar ✭✭

Acknowledging that Customer Success culture should ultimately span the entire organization, when we look at the Customer Success function (the folks ultimately responsible for supporting the customer journey) there are options in terms of alignment. Where does it sit within your organization? Within Sales / Account Management? Within Services? Within Support? An independent branch? It would be interesting to understand what alignments have been most successful.

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  • Devin CarrierDevin Carrier VP, Customer Support Founding Member | Scholar ✭✭

    Thank you both for the insight! I was thinking that alignment to revenue was key for the purposes of quantifying impact and justifying functional investment. It sounds as though that's still prudent from a metric perspective, but that the organizational strategy needs to support C-level accountability for the customer. Much appreciated.

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