Structuring your Customer Success Management Team
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Structuring your Customer Success Management Team

Category
HR
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This short guide provide insights on how to structure a successful and balanced Customer Success Team based on your company’s:
  • Team size
  • Customer interaction needs (High vs Low-touch customer service)
  • Fundraising Stage

It also equips you with key job descriptions and resources to prepare CS hiring interviews and processes.

Choosing your team size based on your company size

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The Serena SaaS 2023 Report indicates that between 10-12% of your total number of FTEs should be part of the CS team. This figure remains stable across growth stages; your CS team should grow at the same pace as your overall team.

Understanding the roles and positions in a CS team

Roles

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Positions

  • Vice President of Customer Success: Manages the customer success team by overseeing strategy implementation and development.
  • Chief Customer Officer: Creates training programs for employees to implement customer success strategies.
  • Customer Success Director: Specializes in customer relations, analyzes customer data to recognize trends and identify customer needs.
  • Customer Success Management Team Lead: Develops and tracks metrics for both customer and team success.
  • Customer Success Operations Manager: Studies workflows, develops strategies to improve them, and aims to enhance the efficiency of customer success.
  • Digital/Engineer Success Manager: Maintains customer success software and other virtual aspects.
  • Customer Success Analyst: Interprets customer data to discover trends, works closely with customer success managers to create strategies.
  • Customer Success Manager: Handles one-on-one communication with customers and builds relationships.
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Key skills and competences to look for in a CS hire: Customer Service, Interpersonal Skills (Relationship building), Communications (Oral and written skills), Analysis, Problem-solving and Technical Skills.

Crafting your CS team based on customer interaction needs

Here are some examples of how Low & High touch startups can be structured and evolve.

Low-touch startup

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Scaling, Low-touch startup

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High-touch startup

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Scaling, High-touch startup

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CSM strategic guide based on company type cheat sheet ⬇️
Ultimate-CS-Org-Table(Gainsight).pdf126.7KB

Crafting your CS team based on your growth stage

Example on how David Sacks (U.S) structures CS teams in SaaS companies of different stages.

Series A (50 FTEs)

  • Director, Customer Success Management (9 FTEs)
    • CSM Enterprise (2 FTEs)
    • CSM Mid-Market (2 FTEs)
    • Implementation / Solutions or Sales Engineer (1-2 FTEs)
    • Support Rep (1-2 FTEs)

Series B (125 FTEs)

  • VP, CSM (19 FTEs)
    • CSM Enterprise (6 FTEs)
    • CSM SMB & MM (5 FTEs)
    • Director, Implementation / Solutions, plus 2 solutions or sales engineers (3 FTEs)
    • Director, Customer Support, plus 3 CS reps (4 FTEs)

Additional resources

🗨️ XAnge’s Portfolio CS Organization Talk + Resources + Case Studies

🤝 Arrows CS Hiring Support (Interview Questions, Cases)

Hiring+For+Customer+Success.pdf303.6KB

🎯 Arrows The Startup CEO’s Guide to Customer Success and Onboarding

The+Startup+CEO's+Guide+to+Customer+Success+and+Onboarding.pdf16212.7KB

🚀XAnge’s Series B Blueprint - CS Teams Cheatsheet

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CS_SeriesB_Extract.pdf72.6KB