Customer success organizational alignment
Customer success team organizational alignment
Each year, we look at the organizational alignment of CS teams, which includes organizational charters, the ownership of renewal and expansion activities, and interdepartmental collaboration.
Key findings
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Charters are shifting, with renewals becoming more important than engagement.
CS teams owning the renewal process continues to trend downward, with dedicated renewal teams picking up the difference.
- 48% of CS teams own the renewal process while 57% of CS teams get compensated for renewals.
CS teams owning expansions remains steady.
- 43% of CS teams own expansions while 61% of CS teams get compensated on expansions.
77% of CS teams meet with customers face-to-face during the year.
Collaboration with other departments continues to decrease year over year.
Featured charts
Who owns the renewal process (2020 - 2023)
Download Who owns the renewal process (2022 – 2023) chart
Who owns expansions (2020 - 2023)
Download Who owns expansions (2022 – 2023) chart
Which teams are compensated for renewals (select all that apply)
Download Teams compensated for renewals (2023) chart
Which teams are compensated for expansions (select all that apply)
Download Teams compensated for expansions (2023) chart
How frequently do CSMs meet with customers in person (2023)
Download How frequently CSMs meet with customers in person (2023) chart
Related resources
- The Customer Success leader’s guide to cross-functional alignment
- Finance & Customer Success: Come together to chart a clear path to profitability (webinar)
- Who owns customer renewals and expansions: CS, sales or account management?
- The SaaS Debate: Who Owns the Renewal and Upsell?
- Three ways customer success can support product to everyone’s benefit
- The four levels of customer success and product alignment maturity
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Download the reports
2020 Report
2021 Report
2022 Report
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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