Do you have the right Customer Success team for your size company?
Often times, I am asked “We have a problem with x. Can you please help us fix it?”. But when I start to dig deeper, there is a larger underlying problem – the Customer Success team has not evolved as the company has grown.
The CS team for a company with $1M in revenue and 200 customers needs to be different from the CS team for a company with $10M and 2,500 customers which needs to be different from the team in place for a company with $50M and 6,000 customers.
So, it is critical to ensure that you have the right CS team for your company size. It’s also critical to acknowledge that the team will change as your company grows.
There are 2 broad dimensions I consider when assessing a company’s existing CS team:
On the People front, I’m looking at things like organizational structure, degree of specialization within the team, compensation structures and managerial oversight. An example of this is below
Too often, companies that are in the “Medium-Size” company stage still expect their CS team to act as a catch-all for anything customer-related.
On the Operations front, I’m looking at things like the existence (or non-existence) of a Customer Lifecycle Management Plan, the Customer Segmentation approach, the Account Escalation Protocols and the Product Feedback loop. Similar to above, it is not expected that a company with a handful of customers will have all (or any of these). But by the time a company is doing $5M in revenue, many of these things should be in place.
If you’d like to learn more about what your company should have in place today, I’d be happy to discuss. Book some time with me at https://calendly.com/nagreeconsulting/assessment
Azim Nagree is an ex-Bain consultant with 20+ years in leading strategy, growth and operations transformations.