State of the Customer Success Industry and Salary Report 2020

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Explore the latest trends and predictions for the future in our 7th Annual Report

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Are you ready to put the word “uncertainty” to rest yet, we know we are. Let us give you a greater sense of security in this unpredictable time. We talked with Customer Success professionals before and during the pandemic to understand what has happened over the past year, and especially the last few months, to provide you with a view into where our industry is going and what opportunities exist for CS professionals. 

Get answers to the questions on both you and your colleague’s mind. This report not only breaks down what Customer Success Teams are trying to achieve and obstacles they face, but what resources they are employing to better integrate CS into their organizations and be more customer focused.

Here is a quick taste of what you will find in this year's report:

Infographic State of the Customer Success Industry
Successful Customer Onboarding

01

Identify Key Performance Indicators for Onboarding

02

Put the Right Processes in Place

03

Get Visibility Into Customer Status

04

Complete Key Milestones Within a Desired Timeframe

05

Create Just the Right Program to Drive Adoption

06

Analyze Bottleneck Reports

07

Create a Usage Report and Adoption List

08

Measure Onboarding Results

09

Perform Regular Check-ins with Customers

Successful renewals & Upsells

01

Motivations for Renewal

03

Getting Customers to Renew

03

Expanding the Relationship with Upsell

Customer Success for Everyone.

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