Customer Success

Role in Specialized
CS teams often split by vertical or client size. You may have technical account managers for enterprise customers with complex needs. You introduce more advanced health scoring models and predictive churn analytics.

Objectives
Lower churn, drive expansion revenue, and ensure a delightful customer journey post-sale. You also collect structured customer feedback for product roadmap decisions. QBRs become more standardized, especially for larger accounts.

Areas of Specialization
Some CS folks handle training and onboarding, while others focus on renewal negotiations or upsells. You may also have a professional services arm for complex implementations.