Customer Success

Role in Market Leader
CS teams also segment by vertical or region, providing specialized knowledge of each customer’s industry or use case. Large accounts might have dedicated success managers or teams.

Objectives
Maintain high retention and expansion in each segment. Provide strategic consulting to enterprise accounts and high-touch onboarding. For smaller customers, you might have a tech-touch approach with robust online resources.

Areas of Specialization
Some CS managers specialize in enterprise complexities, including custom integrations and large-scale rollouts. Others handle a broad portfolio of smaller clients using automated check-ins and group training webinars.