Eliminate your Customer Success Teams

by Todd Williams (February 5, 2018)

I’ve been working exclusively in Customer Success leadership for the past 10 years, and I have some advice, get rid of your Customer Success teams, unless you are totally committed to Organizational Customer Success.

Over the past decade, I’ve worked with some amazing organizations. I have also worked with organizations that just didn’t understand Customer Success. Oh, they thought they understood it and they thought they supported CS. They funded the salaries, they held CS Teams accountable for retention, customer complaints, took away bonuses when customers didn’t renew, or reduced commissions when up-sell/cross-sell targets were missed. However, almost without exception, none of the organizations truly embraced Customer Success. They never made the organizational transformations that are required to improve Customer Retention, Contract Renewal, Customer Experience, and move the organization to a place where employees work together and profits are improved.

So, go ahead, save the money and eliminate your Customer Success Teams. Go ahead and pay your sales teams more money to bring in the new sales that will eventually be lost or try bringing in a new CEO to fix the business. Also, go ahead and keep the employees that drag the culture or play politics to keep their own job. However, if you are serious about changing the organization and improving the retention, renewal, and growth of current customers, you must change your focus on Customer Success.

As I am currently building a new organization I have taken the opportunity to document a few strategies that could help the struggling CEO build a culture of Organizational Customer Success vs Department Customer Success. I am currently dedicated to focusing on these four strategies within my own organization:

Start at the top

Make a plan

Hold supporting teams accountable

Stick together

Summary

Oh yeah… most of you are.

Originally published at https://www.linkedin.com.

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