Who does CS report to?

Natalie Challier
Natalie Challier Member Posts: 7 Seeker
Second Anniversary 5 Comments Photogenic 5 Likes
edited February 2023 in Industry Insights

ChurnZero put out a great new study surveying 1,037 customer success leaders. One thing that stood out to me was their finding that 53% of VPs of CS report to the CEO or COO and 17% to CRO/VPS. There is no mention of a Chief Customer Officer. Is the CCO a nuanced role?

Natalie Challier  |  Sr. Customer Success Manager
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Comments

  • ashley_martin
    ashley_martin Member Posts: 30 Navigator
    10 Comments 5 Insightfuls First Anniversary 5 Likes

    My opinion is that it is still a new role in the industry. I think we will see more CCO's in the near future. Where I work we report to the CEO, but all of sales reports to the COO which I find to be quite interesting.

  • Brian O'Keeffe
    Brian O'Keeffe Member Posts: 214 Expert
    100 Comments Second Anniversary 25 Insightfuls 25 Likes

    CCO here!

  • MarkStagi
    MarkStagi Member Posts: 3 Newcomer
    First Anniversary First Comment Photogenic

    I’ve seen CCO’s more and more common at mid to larger sized companies. What was the breakdown of company size in their report?

  • John Brunkard
    John Brunkard Member Posts: 8 Contributor
    Second Anniversary 5 Comments 5 Likes 2023 Success Network - Supporter

    At Sitecore, Customer Success reports into the Chief Customer Success Office (also referred to as the Chief Customer Officer). The same role also managers Sales and Professional Services, reporting directly to the CEO.

    John Brunkard
    Snr Director, Head of Customer Success, APJ @ Sitecore
    Email: johnbrunkard@mentor-consulting.com, john.brunkard@sitecore.com

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