SalesTech Star

Inaugural Customer Success Leadership Study Results Released by ChurnZero, ESG, and Higher Logic

Study reveals the latest trends and challenges facing Customer Success in B2B SaaS organizations, validating the industry’s growth.

ChurnZero, ESG, and Higher Logic released the inaugural Customer Success Leadership Study, which uncovers the latest trends and challenges facing the Customer Success industry and the influence they have within their organization.

In this study, 586 Customer Success professionals were surveyed about their goals, processes, and technology. The majority of survey respondents work at B2B SaaS companies with 51 to 200 total employees and $5M to $10M in annual revenue.

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“This debut report is just the start as we aim to continuously survey the Customer Success community to uncover trends over time,” said Abby Hammer, Chief Customer Officer at ChurnZero. “Because if 2020 showed us anything, it’s how everything can change in an instant – and that there’s an inextricable link between Customer Success and the resilience of SaaS organizations in bouts of upheaval.”

After analyzing hundreds of survey responses and consulting a team of Customer Success experts to distill the data into top conclusions and recommendations, the report surfaced four key focus areas for Customer Success leaders:

  • Influence Within the Organization
  • Organizational Alignment
  • Customer Success Operations
  • Goals and Aspirations

“By sharing the top initiatives and issues facing Customer Success leaders today, we hope to move the Customer Success conversation forward from achieving industry validation to innovation, scale, and maturity,” said Michael Harnum, CEO at ESG.

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