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2015 Customer Success Salary Survey & State of the Profession Report |
presents
Customer Success
Salary Survey &
State of ...
2015 Customer Success Salary Survey & State of the Profession Report |
TABLE OF CONTENTS
Introduction
Executive Summary
Me...
2015 Customer Success Salary Survey & State of the Profession Report | 3
The 2015 edition of the Customer Success Salary
S...
2015 Customer Success Salary Survey & State of the Profession Report |
Trend From Previous Year
Compared to last year’s sa...
2015 Customer Success Salary Survey & State of the Profession Report |
Reporting Structure
More than one-third of Customer...
2015 Customer Success Salary Survey & State of the Profession Report |
16%
35%36%
2%
11%
CHIEF CUSTOMER OFFICER / VP OF CU...
2015 Customer Success Salary Survey & State of the Profession Report |
CUSTOMER SUCCESS SALARY
SURVEY RESULTS
2015 Customer Success Salary Survey & State of the Profession Report |
26%
54%
11%
9%
Of the survey participants, 26% earn...
2015 Customer Success Salary Survey & State of the Profession Report |
Customer Success teams earn bonuses based on a wide...
2015 Customer Success Salary Survey & State of the Profession Report |
20%
23%
57%
COMMISSION ON RENEWALS
COMMISSION ON UP...
2015 Customer Success Salary Survey & State of the Profession Report |
7%
17%
13%
19%
20%
13%
11%
Note: Compensation figure...
2015 Customer Success Salary Survey & State of the Profession Report |
0%
5%
10%
15%
20%
25%
30%
$0-50K $50K-75K $75K-100K...
2015 Customer Success Salary Survey & State of the Profession Report |
CCO/VP:
DIRECTOR:
MANAGER:
$150K – 175K
$75K – 100K...
2015 Customer Success Salary Survey & State of the Profession Report |
2% 2% 2%
8% 7%
45%
34%
0%
5%
10%
15%
20%
25%
30%
35...
2015 Customer Success Salary Survey & State of the Profession Report |
MANAGER
DIRECTOR
CCO/VP
2014
2015
$159,168
$180,427...
2015 Customer Success Salary Survey & State of the Profession Report |
STATE OF THE CUSTOMER SUCCESS
PROFESSION
2015 Customer Success Salary Survey & State of the Profession Report |
34%
28%
15%
11%
3%
8%
REPORTS
DIRECTLY TO CEO
PART ...
2015 Customer Success Salary Survey & State of the Profession Report |
27%
50%
23%
<1 YEAR
1-3 YEARS
3 YEARS+
Of all the r...
2015 Customer Success Salary Survey & State of the Profession Report |
20%
24%
23%
5%
8%
2% 1%
8%
9% ACCOUNT MANAGEMENT
SU...
2015 Customer Success Salary Survey & State of the Profession Report |
12%
13%
38%
14%
23%
NO GROWTH 1-25%
26-50% 51-100%
...
2015 Customer Success Salary Survey & State of the Profession Report |
TOP GOALS OF CUSTOMER SUCCESS TEAMS
57% Product Ado...
2015 Customer Success Salary Survey & State of the Profession Report |
57%
55%
47%
42%
39%
20%
18%
30%
35%
41%
27%
37%
15%...
2015 Customer Success Salary Survey & State of the Profession Report |
30%
27%
23%
22%
18%
10%
47%
32%
38%
36%
29%
36%
21%...
2015 Customer Success Salary Survey & State of the Profession Report |
22%
25%
29%
41%
50%
74%
BUSINESS INTELLIGENCE
CUSTO...
2015 Customer Success Salary Survey & State of the Profession Report |
ABOUT TOTANGO
Totango is the leader in customer suc...
2015 Customer Success Salary Survey & State of the Profession Report |
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2015 Customer Success Salary & State of the Profession Report

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Customer Success as a profession is going through a meteoric rise. This was evident in our most recent Customer Success survey which attracted more than 4X respondents compared to last year.

Check out the 3rd annual Customer Success Salary Survey & State of the Profession Report to benchmark your customer success efforts -- from compensation to goals and challenges. Enjoy!

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2015 Customer Success Salary & State of the Profession Report

  1. 1. 2015 Customer Success Salary Survey & State of the Profession Report | presents Customer Success Salary Survey & State of the Profession Report 2015
  2. 2. 2015 Customer Success Salary Survey & State of the Profession Report | TABLE OF CONTENTS Introduction Executive Summary Meet the Survey Participants Customer Success Salary Survey Results •  Compensation Structure •  Bonus Components •  Commission Components •  Annual Compensation Distribution •  Annual Compensation Distribution: Year-Over-Year Comparison •  Median Annual Compensation: By Job Title •  Annual Compensation Distribution: By Job Title •  Average Annual Compensation By Job Title: Year-Over-Year Comparison State of the Customer Success Profession •  Where Does Customer Success Reside In Your Company? •  Customer Success Maturity •  What Was Your Previous Background? •  Customer Success Team Growth And Turnover •  Top Goals Of Customer Success Teams •  Challenges Of Customer Success Teams •  Systems Used By Customer Success Teams 3 4 6 8 9 10 11 12 13 14 15 17 18 19 20 21 23 24
  3. 3. 2015 Customer Success Salary Survey & State of the Profession Report | 3 The 2015 edition of the Customer Success Salary Survey & State of the Profession Report surveyed 748 respondents to understand Customer Success compensation trends, the growth and maturity of the role, as well as its goals and challenges. This year’s survey saw a 300% increase in the number of respondents, attesting to the rapid growth of the profession. INTRODUCTION
  4. 4. 2015 Customer Success Salary Survey & State of the Profession Report | Trend From Previous Year Compared to last year’s salary data, compensation is more uniformly distributed this year indicating hiring across all levels (i.e. companies growing out teams as well as leadership for Customer Success). Compensation structure A large majority (almost 75%) of Customer Success professionals receive variable compensation in addition to a base salary. Bonuses are almost five times as common as commissions. 4 EXECUTIVE SUMMARY – SALARY SURVEY Compensation by Title Median compensation ranges are as follows: •  $150-175K for VP of Customer Success •  $125-150K for Director of Customer Success •  $75-100K for Customer Success Manager
  5. 5. 2015 Customer Success Salary Survey & State of the Profession Report | Reporting Structure More than one-third of Customer Success teams report directly to the CEO, a significant increase from 15% last year. Being part of a larger Services/Support organization is the next most common structure. Goals and Challenges Product adoption and churn reduction are top goals for Customer Success teams. Upsells still remains a lower priority. Operational issues are now a bigger challenge for Customer Success teams compared to organizational obstacles such as executive buy-in and definition of role. Customer Success Maturity Data continues to show that Customer Success as a profession is still in its early days. -  75% of companies have had Customer Success for 0-3 years -  60% of professionals have been in Customer Success for 0-3 years -  95% of professionals have previously worked in other roles 5 EXECUTIVE SUMMARY – STATE OF THE PROFESSION
  6. 6. 2015 Customer Success Salary Survey & State of the Profession Report | 16% 35%36% 2% 11% CHIEF CUSTOMER OFFICER / VP OF CUSTOMER SUCCESS DIRECTOR OF CUSTOMER SUCCESS CUSTOMER SUCCESS MANAGER CUSTOMER SUCCESS ENGINEER OTHER ROLES * * Includes CEO, COO, Sales, Support, Operations 34% 34% 32% 0-5 TEAM MEMBERS 6-25 TEAM MEMBERS >25 TEAM MEMBERS BY SIZE OF CUSTOMER SUCCESS TEAM BY JOB TITLE 6 MEET THE SURVEY PARTICIPANTS
  7. 7. 2015 Customer Success Salary Survey & State of the Profession Report | CUSTOMER SUCCESS SALARY SURVEY RESULTS
  8. 8. 2015 Customer Success Salary Survey & State of the Profession Report | 26% 54% 11% 9% Of the survey participants, 26% earn only a base salary. A majority receive other incentives, with bonuses being the most common form of variable compensation (earned by over 60% of all survey participants). Commissions are less common for Customer Success teams with only 20% earning commissions based on meeting revenue goals. BASE SALARY ONLY BASE SALARY + BONUS BASE SALARY + COMMISSON BASE SALARY + BONUS + COMMISSON 8 COMPENSATION STRUCTURE
  9. 9. 2015 Customer Success Salary Survey & State of the Profession Report | Customer Success teams earn bonuses based on a wide range of criteria. Overall team and company performance is the primary driver of bonuses followed by attainment of renewal and upsell goals. For a smaller percentage of customer success professionals, bonuses also depend on MBOs such as onboarding, training, and case studies. 57% 23% 14% 10% 6% 4% 9% TEAM/COMPANY PERFORMANCE RENEWALS GOAL UPSELL GOAL NET PROMOTER SCORE (NPS) ONBOARDING/TRAINING CASE STUDIES OTHER 9 BONUS COMPONENTS
  10. 10. 2015 Customer Success Salary Survey & State of the Profession Report | 20% 23% 57% COMMISSION ON RENEWALS COMMISSION ON UPSELLS COMMISSION ON RENEWALS + UPSELLS For a majority of Customer Success professionals who earn commissions, both renewals and upsells are part of the commission structure. 10 COMMISSION COMPONENTS
  11. 11. 2015 Customer Success Salary Survey & State of the Profession Report | 7% 17% 13% 19% 20% 13% 11% Note: Compensation figures include variable compensation (bonus and/or commissions) $0 - 50K $50K - 75K $75K - 100K $100K - 125K $125K – 150K $150K – 175K $175K+ 11 ANNUAL COMPENSATION DISTRIBUTION
  12. 12. 2015 Customer Success Salary Survey & State of the Profession Report | 0% 5% 10% 15% 20% 25% 30% $0-50K $50K-75K $75K-100K $100K-125K $125K-150K $150K-175K $175K+ 2015 2014 Compared to last year’s salary data, where there was higher concentration in certain tiers, compensation is more uniformly distributed this year indicating hiring across all levels (i.e. companies growing out teams as well as leadership for Customer Success). 12 ANNUAL COMPENSATION DISTRIBUTION: YEAR-OVER-YEAR COMPARISON
  13. 13. 2015 Customer Success Salary Survey & State of the Profession Report | CCO/VP: DIRECTOR: MANAGER: $150K – 175K $75K – 100K $125K – 150K 13 MEDIAN ANNUAL COMPENSATION: BY JOB TITLE
  14. 14. 2015 Customer Success Salary Survey & State of the Profession Report | 2% 2% 2% 8% 7% 45% 34% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% CUSTOMER SUCCESS MANAGER DIRECTOR OF CUSTOMER SUCCESS CHIEF CUSTOMER OFFICER / VP OF CUSTOMER SUCCESS 2% 3% 8% 29% 40% 10% 9% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 9% 33% 26% 16% 11% 3% 2% 0% 5% 10% 15% 20% 25% 30% 35% 14 ANNUAL COMPENSATION DISTRIBUTION: BY JOB TITLE
  15. 15. 2015 Customer Success Salary Survey & State of the Profession Report | MANAGER DIRECTOR CCO/VP 2014 2015 $159,168 $180,427 $135,062 $94,864 $133,606 $86,570 15 AVERAGE ANNUAL COMPENSATION BY JOB TITLE: YEAR-OVER-YEAR COMPARISON
  16. 16. 2015 Customer Success Salary Survey & State of the Profession Report | STATE OF THE CUSTOMER SUCCESS PROFESSION
  17. 17. 2015 Customer Success Salary Survey & State of the Profession Report | 34% 28% 15% 11% 3% 8% REPORTS DIRECTLY TO CEO PART OF SERVICES/ SUPPORT ORGANIZATION PART OF COO ORGANIZATION PART OF SALES PART OF MARKETING OTHER More than one-third of Customer Success teams are now a standalone function reporting directly to the CEO, a significant increase from last year when this figure was only 15%. The next most common structure has the Customer Success team being part of a larger post-sales Services/Support organization. 17 WHERE DOES CUSTOMER SUCCESS RESIDE IN YOUR COMPANY?
  18. 18. 2015 Customer Success Salary Survey & State of the Profession Report | 27% 50% 23% <1 YEAR 1-3 YEARS 3 YEARS+ Of all the respondents, more than 75% of the companies have had Customer Success teams for 3 years or less, and more than 60% of professionals have been in Customer Success roles for 3 years or less, an indication that Customer Success as a profession is still in its early days. 15% 46% 39% HOW MANY YEARS HAVE YOU BEEN IN CUSTOMER SUCCESS? HOW LONG HAS YOUR COMPANY HAD A CUSTOMER SUCCESS TEAM? 18 CUSTOMER SUCCESS MATURITY
  19. 19. 2015 Customer Success Salary Survey & State of the Profession Report | 20% 24% 23% 5% 8% 2% 1% 8% 9% ACCOUNT MANAGEMENT SUPPORT/SERVICES SALES CUSTOMER SUCCESS MARKETING PRODUCT/ENGINEERING FINANCE CONSULTING OTHER 95% of the respondents have come to Customer Success from other fields and backgrounds, reinforcing that Customer Success as a profession is very young. Only 5% of the respondents view their background as being in Customer Success. 19 WHAT WAS YOUR PREVIOUS BACKGROUND?
  20. 20. 2015 Customer Success Salary Survey & State of the Profession Report | 12% 13% 38% 14% 23% NO GROWTH 1-25% 26-50% 51-100% 100%+ Customer Success teams are growing rapidly. Three-fourths have expanded staffing by more than 25%, with approximately one-third of these having more than doubled in the last year. At the same time, turnover numbers indicate a fair degree of employee churn and movement as companies expand their teams and look for people with prior Customer Success experience in this emerging profession. 34% 22% 37% 5% 2% NO TURNOVER 1-10% 11-25% 26-50% 51% HOW MUCH HAS YOUR TEAM GROWN IN THE LAST 12 MONTHS HOW MUCH TURNOVER HAS YOUR TEAM SEEN IN THE LAST 12 MONTHS 20 CUSTOMER SUCCESS TEAM GROWTH AND TURNOVER
  21. 21. 2015 Customer Success Salary Survey & State of the Profession Report | TOP GOALS OF CUSTOMER SUCCESS TEAMS 57% Product Adoption 55% Churn Reduction 47% Onboarding 42% Customer Advocacy 39% Customer Support 20% Upsell See next page for the relative priority of each goal for Customer Success teams. 21
  22. 22. 2015 Customer Success Salary Survey & State of the Profession Report | 57% 55% 47% 42% 39% 20% 18% 30% 35% 41% 27% 37% 15% 13% 15% 16% 29% 36% 10% 2% 4% 2% 5% 7% PRODUCT ADOPTION CHURN REDUCTION ONBOARDING CUSTOMER ADVOCACY CUSTOMER SUPPORT UPSELLS HIGH MEDIUM LOW NOT A PRIORITY Product adoption and churn reduction are top goals for Customer Success teams. Upsells still remains a lower priority compared to churn reduction. 22 TOP GOALS OF CUSTOMER SUCCESS TEAMS
  23. 23. 2015 Customer Success Salary Survey & State of the Profession Report | 30% 27% 23% 22% 18% 10% 47% 32% 38% 36% 29% 36% 21% 34% 37% 38% 32% 38% 2% 7% 2% 4% 21% 17% REACTIVE APPROACH TO CUSTOMERS TIME MANAGEMENT AND FOCUS VISIBILITY INTO CUSTOMERS SCALING THE TEAM CLARITY OF ROLE AND GOALS EXECUTIVE SUPPORT HIGH MEDIUM LOW NOT A CHALLENGE Operational issues including a reactive approach to customers, time management and focus, and scaling the team are bigger challenges for Customer Success today compared to broader organizational obstacles such as executive buy-in and definition of team role. 23 CHALLENGES OF CUSTOMER SUCCESS TEAMS
  24. 24. 2015 Customer Success Salary Survey & State of the Profession Report | 22% 25% 29% 41% 50% 74% BUSINESS INTELLIGENCE CUSTOMER SUCCESS PLATFORM PROJECT MANAGEMENT EMAIL AUTOMATION HELPDESK CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CRM followed by helpdesk remain the systems most widely used by Customer Success teams. Only 25% are using a Customer Success platform. 24 SYSTEMS USED BY CUSTOMER SUCCESS TEAMS
  25. 25. 2015 Customer Success Salary Survey & State of the Profession Report | ABOUT TOTANGO Totango is the leader in customer success management. We help businesses take a data-driven approach to reducing churn, driving customer adoption and advocacy, and maximizing lifetime revenue. Totango monitors customer behavior – along with data from CRM, billing, and other enterprise systems – to generate insights on customer health and engagement. The company's platform combines big data analytics with powerful segmentation and predictive tools to help companies pinpoint customers who need attention, spot opportunities for upsell, and then manage the touchpoints with customers to drive productivity and scale for customer success teams. You can find more customer success resources at: www.totango.com/resources info@totango.com 1-800-634-1990 www.totango.com 25
  26. 26. 2015 Customer Success Salary Survey & State of the Profession Report |

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