Unit Cost Conversations for Customer Success Teams
Expert 
Updated by Heather Wendt
Hi All,
As a newer leader of a medium-sized CS team, I'm being challenged to reduce unit cost as it relates to Customer Success. Right now, we are largely seen as a cost center rather than a revenue generator (which we are working to change, but not happening fast enough for 2021 budget conversations). I'm curious if this is something others have faced and how you've navigated? We have a fairly complex product and are B2B. As a relatively new function, we also face challenges with still getting pulled into customer escalations around support, despite having a separate support team (also working to correct).
Ideally, I'd love to be able to add a few additional CSMs next year in order to achieve the experience we want to deliver. While we are working on additional technology/scalability initiatives, we don't have them yet, and thus the challenge of cost (primarily driven by headcount).
Would love any suggestions/ideas on how you may have navigated this in the past!
As a newer leader of a medium-sized CS team, I'm being challenged to reduce unit cost as it relates to Customer Success. Right now, we are largely seen as a cost center rather than a revenue generator (which we are working to change, but not happening fast enough for 2021 budget conversations). I'm curious if this is something others have faced and how you've navigated? We have a fairly complex product and are B2B. As a relatively new function, we also face challenges with still getting pulled into customer escalations around support, despite having a separate support team (also working to correct).
Ideally, I'd love to be able to add a few additional CSMs next year in order to achieve the experience we want to deliver. While we are working on additional technology/scalability initiatives, we don't have them yet, and thus the challenge of cost (primarily driven by headcount).
Would love any suggestions/ideas on how you may have navigated this in the past!