Do you have a definite customer success organization structure?
CustomerSuccessBox
FEBRUARY 27, 2019
But someone needs to be responsible and held accountable for the results and ROI of customer success. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. So, s/he would not give the required time or put in the necessary efforts to reduce churn or increase upsells.
Let's personalize your content