Structuring Customer Success - What Works, What Doesn’t

May 18, 2016 Matthew McLaren

Structuring Customer Success

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t

Customer Success has come a long way in just a short amount of time. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place. While there isn’t a one-size-fits-all approach to creating the “perfect” structure for Customer Success, we’ve decided to dedicate this issue of the SaaS Tattler to identifying what works and what doesn’t.

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Predictable Revenue: How to Structure the Customer Success Role


The idea of having happy, recurring customers involves more than formalizing a Customer Success role. It’s always a collective effort that requires constant engagement and reinforcement from all roles within the company. In this article, Lex Sisney helps you structure your Customer Success Team with his principles of Organization Physics.

"While every structure is unique, it generally makes more sense to keep Account Management under Sales and make Customer Success into its own major function."

Unlocking Customer Success: Organizational Structure

Many of today's SaaS companies know the right things to say and the right way to position, but when it comes to putting the pedal to the metal, there is a lot to be desired - and without the right engine, you won't go far. In this article, Tim Schukar suggests a scalable Customer Success structure.

"When Customer Success is blended with pricing negotiations, upsells, cross-sells and contract renewals, trust and advocacy are tarnished."

The Anatomy of Customer Success: Team Structure and Goals

Customer Success is still a new field that is rapidly evolving. Therefore, there are still a lot of questions to be answered. In this interview, Boaz Maor answers what exactly Customer Success should include, which metrics should be used to track its impact, and how it should be structured within an organization.

"If the customer gets [exactly] what the sales team sold…then you don’t need a Customer Success team."

The Best of Customer Success Today

‘Cross-functional teams’ can often sound like a business buzzword but is no doubt important in business. How to Optimize Customer Experience Cross-Functional Teams.

The ongoing struggle to align Marketing and Sales is well-documented and often discussed. However, for SaaS companies specifically, another key departmental alignment hasn’t gotten enough attention: Sales and Customer Success. How Sales And Customer Success Can Work In Harmony.

In Toronto on June 2? Join Customer Success Toronto for their upcoming meetup “From 0 to 50 - How LinkedIn Canada Scales Customer Success” with Perry Monaco.

Top SaaS Fundings This Week

  1. Zephyr - Received $31M in Private Equity

    • Zephyr provides on-demand and real-time enterprise test management solutions that measures quality and status of software projects.

  2. CircleCi - Received $18M in Series B Funding

    • CircleCI provides software teams the confidence to build, test, and deploy across numerous platforms.

  3. AtScale - Received $11M in Series B Funding

    • AtScale bridges the gap between the business user (and their favorite visualization tools) and their underlying Hadoop data platform.

  4. Agrilyst - Received $1M in Seed Funding

    • Agrilyst is the intelligence platform for indoor farms and helps greenhouse operators run their operations more efficiently.

Top 5 SaaS Companies With The Highest Weekly Momentum Score
(Source: Mattermark)

  1. MailChimp - (Score = 2630)

    • MailChimp, an email marketing service, helps businesses with their marketing newsletters, automated messages, and targeted campaigns.

  2. Box - (Score = 2447)

    • Box is an online file sharing and cloud content management service offering unlimited storage, custom branding, and administrative controls.

  3. dotloop - (Score = 2413)

    • dotloop provides a secure online platform where real estate agents, buyers, and sellers can collaborate to complete transactions online.

  4. SuccessFactors - (Score = 2160)

    • SuccessFactors provides cloud-based human capital management software solutions for business execution.

  5. Moxtra - (Score = 2011)

    • Moxtra delivers a mobile-first, embeddable cloud collaboration service that lets people work the way they want to – simply and flexibly, in real-time or anytime.

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About the Author

Matthew McLaren

Matthew McLaren works as a Digital Marketing Manager at Amity. His passion for creative design has motivated him to explore the many uses of technology.

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