Not all Customer Success (CS) organizations are structured the same way even though most have the same goal: help customers have the very best product experience possible.
Accomplish that and the resulting numbers tell the story: better product adoption, stronger renewals, more robust upselling, and inspiring them to advocate for you. While that core goal may be universal, the path to reaching it comes in a variety of blueprints. Some CS organizations have professional services and support services reporting into a CS team. Sometimes, those functions all operate separately across the same organizational level and roll up into larger business units. Either way, most CS organizations operate in silos, leaving the structure less important than the overarching philosophy that dictates how customer relationships are built. Nothing is more critical to that philosophy than an organization’s approach to Education Services (ES).