Customer Success is the buzzword in the modern SaaS companies. There are many meanings attached to it but what does it mean to you? Is it a philosophy, a function in the organization, a mindset? Well, it can be all of it. It is a broad term to define the company’s approach towards retaining its
Customer Success is the buzzword in the modern SaaS companies. There are many meanings attached to it but what does it mean to you? Is it a philosophy, a function in the organization, a mindset? Well, it can be all of it. It is a broad term to define the company’s approach towards retaining its customers and expanding their business with them. When it is understood as an integral part of the organizational structure, there are many customer success titles that encompass it.
Customer success as a philosophy challenges you to think beyond your own interest as a company. You must expand your perspectives to include that of your buyers and customers. Every department can operate through this philosophy as the end goal of all of them is to make customers happy. The very reason each department exists in an organization is that customers are buying their product and keeping the business running.
Customer success is a relatively new department. Hence companies are still discovering the most ideal customer success team structure. There are many roles they need to think of introducing in this department and hiring the right candidate. In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department.
Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. This is typically the highest position in the customer success department. A CCO serves alongside the executive board, the CEO, CPO, CFO, etc., to lead the initiatives aimed towards improving the customer experience. They can introduce many programs that include the training of the employees for giving better customer experience.
They usually take care of entire relationship management with the customer including all the stages a customer interacts with the company. These stages are marketing, sales, product adoption, retention, business expansion and brand advocacy.
These are the broad responsibilities of a CCO in an organization.
According to statistics on payscale, the average salary for a CCO across the United States is $164,384 annually.
For a comprehensive list of questions you would be asked for a CCO position, you must go through this list.
A Vice President of Customer success is the second in the hierarchy of customer success titles. They are responsible for all the functions that come post sales in a business. They mostly report to the Chief Customer Officer. If that role doesn’t exist in a company, then they report to the CMO or CEO.
The main responsibilities of VP customer success include the following points.
The average salary of VP customer success in India as mentioned in Glassdoor is $65,000/year.
For a list of interview questions, you must have a look at the Saastr website.
This is one of the most common customer success titles you would ever come across. A CSM is a direct customer facing role and they guide customers through various stages in their journey. They nurture relationships with your customers and provide timely value to their business.
CSM is one of those customer success roles that involves direct interaction with the clients. They can be considered as the face of the organization to the customers. At the same time, they are the customer’s voice to their own organizations as well. Their responsibilities include:
A CSM, when appearing for an interview, must do a thorough research on the company’s profile to understand their domain. The technical knowledge of the product is an added advantage. Consider visiting this blog for a complete list of most common CSM interview questions.
A Customer Success Implementation Manager (CSIM) is responsible for the overall success of the customer while using the product. They ensure that the product is well integrated with the client’s technical environment and the client can use it seamlessly. A CSIM plays a crucial part in the product adoption stage of the customer journey.
CSIM is one of the customer success titles that is more oriented towards technical aspects of customer success. Their main responsibilities include:
There is not much information available on the salary of this role. A rough estimate according to salary.com would be somewhere between $60k to $77k per year.
Most of the interviews for these customer success jobs are much similar to the questions in the CSM section above. But when you apply for a SaaS product company, then be prepared for more technical rounds.
These are the most common customer success titles that I have mentioned in this blog. There are many more titles that are specific to different companies. These companies have many contextual needs of their own for which they need more customer success roles. They can be, for example, onboarding managers, renewal managers, support agents and so on. But in most of the other companies these roles are commonly fulfilled by a CSM. 21
No matter what role you are aiming at in a customer success team, you must understand the customer success philosophy deeply. Simply put, it is the business strategy where companies make sure their customers achieve their goals by using the product. But it is easier said than done. You need to understand all the intricacies of this objective to help your organization achieve it through whatever role you take in a customer success team.
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