Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong.
But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization.
Hint… it all starts with proper Customer Segmentation
For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.