Year 5 in trends in customer success organizations, staffing, reporting, investments, etc.
Jason Lemkin’s comments on CS reporting to sales are spot on. Failure mode.
SaaS companies
Started in 2020, the Customer Success Leadership Study is the definitive report on the CS industry. 2024’s study captures the insights of more than 1,000 CS leaders around the world, with benchmarks for customer success budgets, team sizes, tech stack, AI usage, decision-making, renewal and expansion ownership, compensation, measurement, and collaboration. All responses are voluntary, and all data is self-reported by participants.
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