The Customer Success At Risk Survey

If you, or someone you know, has been laid off from a Customer Success executive (team leadership) position, please help us to identify possible risk factors by completing the survey below. We’ll discuss the findings in The Customer Success Forum on LinkedIn.

What type of business was the company in? ((SaaS, Financial, Health, etc.)

What size was the company" (Startup, Small biz, Med, large, Enterprise)

What was the firm's stage of development when the layoffs occurred? (Startup, Scale-up, Established, etc.

Had the company segmented their customer base by revenue income? Actual/Potential?

Was the product modular? e.g. Was the product one-size fits all or was there a menu of seperatley billable options?

How many income conduits did the company have? (Besides subscription fees, what other income sources were there? Usage? Paid Onboarding?Bandwidth/capacity? etc.)

Was the Customer Success group perceived as being directly and necessarily connected to strategically significant income streams? By whom? CEO/COO/CFO/Board/?

How was the performance of the Customer Success group measured? (ARR, NRR, Logo churn, CSAT, NPS, etc.)

What was the title of the CS executive that was laid off? (VP, Director, Head of, Manager of, etc.) How long had the CS exec been with the company?

What percentage of the group's members were affected by the layoffs?

What reason(s) did the company give for the layoffs?

What happened in the company's business in the quarter prior to the layoff?

What changes happened in the company organization prior to the layoff? Looking back, what do you see as being the significant warning signs that the job or the group itself might be at risk?

Apart from the above, what other factors do you think were significant in the company's decision to lay people off?