The 2021 Customer Success Executive Priorities Survey

Over the past 22 years, while Customer Success as a function has become increasingly common in business, turnover in Customer Success executives has been a key concern that is often not openly acknowledged or discussed.  Something is broken in the executive hiring process, and the cost to both companies and executives is very substantial.

Ending Customer Success Executive Turnover

As a beginning to addressing the problem, The Customer Success Association is developing a methodology to enable CS executives to effectively evaluate open Customer Success leadership positions before making a commitment, and for companies to use in preparing accurate job descriptions.  The first step is the 2021 Customer Success Executive Priorities Survey, where participants are invited to imagine themselves as an applicant for a Vice President: Customer Success position with a SaaS/software firm.
Image of businessman with magnifying glass following trail of dimesThe survey includes 91 key aspects of a Customer Success group/operation in a software company, covering Strategy, Process, People, and Technology.  For each point, participants are asked to rate the importance of either having the resource in place -OR- that the prospective hiring company will commit to empowering (and funding!) the new CS executive to build it.  In essence, you are being asked to rank your requirements for accepting such a position.
Because of the length of the survey, a copy of the questions is available in The Customer Success Library for use as a worksheetYou must be signed in as at least an Associate/free member of the CSA to access the worksheet.
All responses are strictly confidential.  While we ask you to identify yourself, it is not required, and no individually identifiable information will ever be given to anyone else under any circumstances.  Only aggregate data will be used for reporting.

The Outcome

At the end of the survey process, a report of the findings will be published.  If you have fully identified yourself, you will be given access to the report in The Customer Success Library when it is available.  There will also be a published template, based on the results, for use by companies and job applicants alike.
Here is the link to the survey. There is also a worksheet available listing all of the questions.