State of the Customer Success Industry and Salary Report 2020


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

Download 2019 State of the Customer Success Industry and Salary Report

Successful Customer Onboarding


Identify Key Performance Indicators for Onboarding


Put the Right Processes in Place


Get Visibility Into Customer Status


Complete Key Milestones Within a Desired Timeframe


Create Just the Right Program to Drive Adoption


Analyze Bottleneck Reports


Create a Usage Report and Adoption List


Measure Onboarding Results


Perform Regular Check-ins with Customers

Successful renewals & Upsells


Motivations for Renewal


Getting Customers to Renew


Expanding the Relationship with Upsell

Customer Success for Everyone.

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