6. Customer Success Maturity Model
People Culture Process Journey Metrics Technology Segmentation
Start Up
Emerging
Enterprise
Scaling
How do I build, scale, &
optimize a high-impact team &
a culture of customer
success?
8. Customer Success Maturity Model
CSM leader, CSM team 1-15, dedicated support
VP of Customer Success, CSM managers, CSM team 15-75
Chief Customer Officer, CSM team 75+, CS operations teams
Founder, round robin tag-teaming, support rep
People Culture Process Journey Metrics Technology Segmentation
Start Up
Emerging
Enterprise
Scaling
9. Volume of Clients
High $
Low $
Annual
Contract
Value
Low # High #
More
Product Complexity
Less
Rule of Thumb
Each CSM should manage ~$2 million in
ARR
CSM managing > 50 clients needs
automation
How Do I Scale CSMs?
13. Customer Success Maturity Model
Customer Success team created but success culture somewhat siloed
Customer-first mentality, celebration of wins, x-functional collaboration
United as a company around customer-centric KPIs and experience
Product/market fit, customer acquisition, “scrappy” success culture
People Culture Process Journey Metrics Technology Segmentation
Start Up
Emerging
Enterprise
Scaling
17. Customer Success Maturity Model
Basic onboarding, implementation, support & metrics
Formalized repeatable processes across the customer journey
Specialized teams and processes focused on customer experience
Ad-hoc & reactive
People Culture Process Journey Metrics Technology Segmentation
Start Up
Emerging
Enterprise
Scaling
18. Process Maturity Journey Process
Reactive
Processes mature, expand and evolve
Proactive
Repetitive
Collaborative
Predictive
Transformativ
e
20. Customer Success Maturity Model
Onboarding, implementation & renewal journeys defined
Proactive journey defined & executed across lifecycle
Comprehensive customer experience tracked & optimized
Limited, siloed & fragmented journey
People Culture Process Journey Metrics Technology Segmentation
Start Up
Emerging
Enterprise
Scaling
21. First visit
or brand
impression
Onboard &
Deploy
Value
Realization
Renewal
Engaging &
Evaluation
Adopt &
Grow
Buying
Marketing
Sales
Product
Support
Success
Customer
Implementation
Journey
Customer Success Journey Map
Focus on the customer’s perspective first & then optimize the experience across the
company
24. Customer Success Maturity Model
Standard SaaS metrics around usage, retention & growth
Predictable modeling and forecasting
Advanced insights & predictive analytics
Focused on sales MRR, customer count & basic health
People Culture Process Journey Metrics Technology Segmentation
Start Up
Emerging
Enterprise
Scaling
31. Customer Success Maturity Model
Basic segmentation, prioritization & processes
Segmentation by size & territory; specialized teams & strategies
Global segmentation by size, geo & verticals; advanced specialization
No segmentation; prioritization on few key accounts & squeaky wheels
People Culture Process Journey Metrics Technology Segmentation
Start Up
Emerging
Enterprise
Scaling