As Customer Success rides a steep adoption curve across industries, we continue to strive to understand how B2B organizations are chartering Customer Success teams. In a brief survey of Customer Success teams about their composition and capacity, we got a snapshot (in 2018) of this increasingly vital customer-facing role:
- Only 35% of respondents had a dedicated Customer Success team in place.
- Approximately 65% of teams were comprised of team members with less than 3-4 years of experience.
- 45% of the respondents still rely upon Account Managers to handle renewals, indicating their Customer Success charters are still limited.
- 73% rely upon more than 3-4 data sources to get complete visibility into their customers