Totango surveyed close to 500 professionals and analyzed more than 10,000 data points for its 2019 State of the Customer Success Industry and Salary Report. The completed analysis provides many valuable insights into the trends of the customer success profession, including the unique challenges and goals of the industry. While great strides have been made in both recognition of the industry as well as the more widespread implementation of customer success software and best practices, there is still more room for growth in the customer success space.
A few key takeaways from the survey:
- Customer Success teams are growing in size alongside coverage models that scale to cover a broad base of customers.
- Technology adoption still needs to mature to enable a customer success mindset, although the digital transformation is imminent.
- Compensation structures have evolved to align with the increasing importance of customer success, reflecting a shift in revenue responsibility.
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