Frequently Asked Questions About Customer Success
To see a list of all available question & answers, click on the categories below.
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You may also be interested in The Questions of Customer Success resource in the Library.
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Tech-touch, or Self-Success, is the answer to scaling Customer Success teams. But while AI, or Artificial Intelligence, will someday have a significant role in Customer Success, it will never replace the CS team. If carefully designed and implemented, AI […]
Which software vendors are active in the Customer Success space? These questions are constantly being asked by Customer Success teams and their companies worldwide. Two of the most popular pages on the Customer Success Association website are the Customer Success […]
In 2016, three people from Gainsight collaborated to produce the first published book on Customer Success. Since then, there have been many more, and The Customer Success Association maintains a complete and up-to-date list of all of them. The […]
Congratulations! You’ve just been tapped to start a brand new Customer Success group for your company. (Or to re-start a failed Customer Success group or initiative.) Now the fun begins. Where to start? What are the priorities? What resources […]
Can a company outsource its Customer Success Group? Yes, it can, and there are several vendors who will supply services to outsource some or all of the functions of a CS group. The Catalog of Available Customer Success Outsourcer […]
What evidence do you have that speaks to your domain expertise and credibility in my company’s vertical market? Conference presentations, blog articles, white papers, certifications earned, awards received — please describe your professional background that would suggest to my […]
In addition to all of the standard approaches to publicizing an open Customer Success Manager position or for an executive CS leadership opening, the best places to advertise are The Customer Success Jobs Board here on the CSA site, […]
“What’s the Industry Standard for number of accounts per CSM?“ “How often should you do Customer Value Reviews or QBRS, etc.?” “What percentage of the company by employee size is customer success?” Definition: Benchmark / Industry Standard A standard […]
The decision to design a new Customer Success group is not something to be treated lightly. The role has to be carefully crafted if the team is to have any chance of long-term success. Unfortunately, the typical approach is […]
There are some vendors (technology and training/recruiting/consulting companies) that have offered certifications upon completion of training courses for some time now. There is clear value in the training courses. I have been asked many times over the years by […]
How Should You Measure Customer Success? The mission of Customer Success is to increase sustainable proven value for both the customers and the company. Therefore the prime KPI for a customer success group is the value they have brought […]
The question of “how many customers/accounts per CSM?” or “What is the CSM to Customer Staffing Ratio?” is constantly being asked by harried Customer Success executives all over the world. Everybody seems to be looking for an “industry standard” […]
The Process or Workflow of a Customer Success Group are the normal range of activities that the individual Customer Success Managers do as they work to increase adoption of the product and to build more sustainable, proven value for […]
This is a very popular question as people hear of Customer Success and realize that it’s the kind of job they’ve always wanted. But getting that first customer success job can be a challenge. The prime attribute of a […]
The Customer Success Association maintains a list of local meetings and groups on the CustomerSuccessLocal.com page of the CSA website. We also publicize links to meetings, if the local group submits them, in the monthly Customer Success Calendar email […]
The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company. The essence is found in three core words: sustainable, proven, and value. The goal is increase, and the beneficiaries are the […]
Customer Success is a long-term, scientifically engineered and professionally directed strategy for maximizing customer and company sustainable proven value. Note the key words/concepts in that sentence: Long-term: A viable, effective Customer Success team and program is not something that […]
For a customer-facing CSM (as opposed to a team-leader Manager of Customer Success), the most likely career path, apart from staying in CS, would be into Sales at some point, capitalizing on their domain expertise. That ultimately could lead […]