Customer Success reporting to Product

Iram
Iram Member Posts: 1 Navigator
Second Anniversary Photogenic
in CS Org Conversations
Keen to hear your experience of CS reporting into Product. I've heard of this model before, but can't find much info online. Any insight is welcome. L
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  • Javed Maqsood
    Javed Maqsood Member Posts: 31 Contributor
    Third Anniversary 10 Comments 5 Insightfuls 5 Likes

    I have seen this in early stage, only sporadically. The reasoning - product needs to be connected / responsible for the outcome of the success in the field. As you grow, this needs to change.

    Javed

    Javed Maqsood
    Advisor, Mentor
  • jr56266
    jr56266 Member Posts: 5 Navigator
    Photogenic First Comment

    Yes, I would say if your team were being managed by product then the KPI's are different, for example product adoption. This is typically when you are smaller, and you are trying to have customers find value in product. Once your product is established you will want to create KPI's that deliver value to revenue. They would be CSM qualified leads, upsells, and engagement for example.

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