Roles, Responsibilities, and Metrics for Customer Success

I have been invited to present at the upcoming ASP conference in Dallas, TX on March 24th. The theme of the conference is Customer Success + Support: A Powerful Partnership and features thought leaders and practitioners (yay!).

My presentation, Roles, Responsibilities & Metrics, is scheduled for the morning of 3/24 and here’s the description for it:

As Customer Success matures as a discipline, best practices are emerging and help us answer many questions you may have for your own team:

- Where should the Customer Success team report?
- Should we separate onboarding and retention duties?
- How do I make sure that my CSMs are not just escalation managers, under a different title?
- How many accounts can a CSM handle?
- Should we invest in Customer Success technical experts?
- How can we work positively with the support managers?
- How do we work with Engineering?
- How exactly should I calculate churn?
- Do I compensate the team based on retention metrics alone?