Customer success operations benchmarks

Customer success operations


Customer success operations encompasses everything from strategy, processes and planning, to analysis, communication, enablement and platforms. Customer success operations can and should be the steady foundation on which your customer-facing team members stand.

Key findings

There is an uptick in the adoption of customer success technology.

  • For the first time in four years, more than half of all CS teams are using customer success software.

78% of companies say they have adopted or will adopt AI in the next 12 months.

More than half of CS teams have a customer operations role.

Measurement is changing, with more emphasis being placed on churn rate and expansion revenue.

Featured charts

Customer success tech stack (2023)

Most used technology in customer success tech stack (2022 - 2023)

CS teams that have a dedicated customer success operations role (2022 - 2023)

Customer marketing role (2022 - 2023)

Customer success adoption of AI (2023)

Download the reports

2020 Report

2021 Report

2021 Customer Success Leadership Study download

2022 Report

2022 Leadership Study

2023 Report

About the Customer Success Leadership Study

Started in 2020, the Customer Success Leadership Study is the definitive report of the CS industry. This year, the report was brought to you by ChurnZero, ESG, SaaStr, and HubSpot. The study captures the insights of more than 1,200 CS leaders around the world, with details about CS budgets, team sizes, tech stack, AI usage, decision-making, renewal and expansion ownership, compensation, measurement, and collaboration.  ChurnZero and ESG conducted the survey between May 23, 2023, and July 15, 2023. The survey was emailed to our respective databases of customer success professionals. It was promoted across social media and industry newsletters. All responses are voluntary, and all data is self-reported by participants.

The 2023 Customer Success Leadership Study is brought to you by

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