Customer Success groups are proliferating across the business landscape faster than can be imagined. The named, designated role of Customer Success Management that began with a SaaS company in 2004 has grown far beyond the software industry. The numbers of open Customer Success executive positions worldwide continue to skyrocket. But in all the increase and expansion, key questions remain to be answered. Is Customer Success a distinct profession? How is the CS role generally defined and perceived? How do companies typically deploy CS resources in their organizational structures? What are the relationships between CS and Sales? CS and Marketing? What technologies are in use by CS teams? If profession we are, where are we going with it?
The presentation is based on the ongoing research of
The Customer Success Association. The findings will be discussed by a panel of senior Customer Success leaders.
