Lessons Learned in Building a Best-in-Class Customer Success Organization - Remy Malan
Building a Customer Success organization requires thinking through how you would like your customers to engage with you and then creating the internal organizational structure to best support that engagement. The typical internal teams you will need to consider for your Customer Success function are support functions, account management, solution or implementation delivery, specialized subject matter experts, and, for subscription-based businesses, renewals. No matter how you structure your organization, to be “best in class”, you will also need to have a model that allows you to offer a seamless engagement for your customers across your internal organizational boundaries. To be successful, you will find it useful to have a customer journey map of how customers engage with you over a typical customer lifecycle and use the people – process – systems concepts found in organizational maturity models. If you have never had a Customer Success function in your company before, you will also need to think about what level of business transformation or change management process you will need to make sure your new organizational structure is understood and successfully adopted within your company. Executive sponsorship from the CEO and other CXO staff will be essential.