2024 Customer Success Leadership Study

Get 2024’s definitive picture of the benchmarks, trends, priorities, challenges, and best practices shaping customer success, based on our detailed survey of 1,000+ CS leaders. Download the complete report to see how your customer success team’s size, budget, goals, renewal ownership and tech stack measure up.  

The good news. 

• The worst of the downturn’s budget and team cuts appear to be behind us. 
• Reporting structures for CS teams are shifting, but CS leaders continue to report to the highest levels. 
• The CS tech stack is robust and catching up with its sales and marketing equivalents. 
• In-person meetings with customers are still happening, with a positive impact on the bottom line. 
• Internal collaboration is starting to trend back up. 
• CS teams still “own” the renewal process and a good portion of expansions, but incentive compensation for expansions has taken a hit.
• Customer success charters seem stuck, with no substantial change reflecting revenue priorities. 
• Companies with higher NRR are more likely to invest in customer success.