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2016
Customer Success
Salary Survey & State
of the Profession
Report
presents
Page 2
Introduction
ExecutiveSummary
MeettheSurveyParticipants
CustomerSuccessSalarySurveyResults
CompensationStructure
Bo...
Page 3
The2016CustomerSuccessSalaryReportsurveyed1000respondents
toestablishindustrybenchmarksforCustomerSuccessprofession...
Page 4
ExecutiveSummary-StateoftheProfession
Agrowingnumberofcompaniesaretakingstepstobuildandmanagecustomersuccessprogram...
Page 5
ExecutiveSummary-SalarySurvey
CustomerSuccessexecutivesandteamsarestartingtobeheldaccountablefordirectbusinessoutco...
Page 6
MeetTheSurveyParticipants
ByJobTitle
ChiefCustomerOfficer
VPofCustomerSuccess
DirectorofCustomerSuccess
CustomerSuc...
Page 7
Customer Success Salary
Survey Results
Page 8
CompensationStructure
28%
47%
13%
12%
Base+Bonus +Commission
Base+Commission
Base+Bonus
BaseSalaryOnly
Themajorityo...
Page 9
BonusComponents
Theprimarydriverforthebonuscontinuestobeteamandcompanyperformanceat42%.Asmaller
percentageofcustome...
Page 10
CommissionComponents
CommissiononRenewals+Upsells
CommissiononUpsells
CommissiononRenewals
56%
25%
19%
Approximate...
Page 11
AnnualCompensationDistribution
12%
23%
17%
9%
19%
12%
8%
Note:Compensationfiguresincludevariablecompensation(bonus...
Page 12
AnnualCompensationComparison
0%
5%
10%
15%
20%
25%
30%
$0-49,999 $125-149,999$100-124,999$50-74,999 $75-99,999 $15...
Page 13
CompensationSummary:CustomerSuccessManager
0
10%
20%
30%
25%
26%
6%
25%
6%
8%
4%
5%
33%
16%
46%
2016Average
Compen...
Page 14
CompensationSummary:Sr.CustomerSuccessManager
0
10%
20%
30% 28%
5%
0%
28%
20%
11%
8% 18%
30%
52%
2016Average
Compe...
Page 15
CompensationSummary:CustomerSuccessEngineer
0
10%
20%
30%
30%
14%
3%
17%
18%
10%
8%
11%
25%
25%
39%
2016Average
Co...
Page 16
CompensationSummary:DirectorofCustomerSuccess
0
10%
20%
13%
6%
1%
19%
21%
20% 20%
11%
27%
12%
50%
2016Average
Comp...
Page 17
CompensationSummary:VPofCustomerSuccess
0
20%
40%
60%
80%
4%
1%0%
9%
12%
10%
64%
9%
23%
23%
29%
$0-49,999$50-74,99...
Page 18
CompensationSummary:ChiefCustomerOfficer
0
20%
40%
60%
80%
0%
4%
1% 0%
9%8%
78%
9%
36%
27%
28%
2016Average
Compens...
Page 19
AverageCompensationYoYComparison
ChiefCustomerOfficer
VPCustomerSuccess
DirectorofCustomerSuccess
CustomerSuccessM...
Page 20
State of the Customer Success
Profession
Page 21
WhereDoesCustomerSuccessResideInYourCompany?
Report
Directlyto
CEO
Partof
Sales
Partof
COOOrg
Partof
Services&
Sup...
Page 22
CustomerSuccessMaturity
4%
22%
53%
3%
18%
7%
20%
42%
9%
22%
HowLongHaveYouHadaCustomerSuccessTeam? HowManyYearsHav...
Page 23
WhatWasYourPreviousBackground?
AlwaysinCustomerSuccess
AccountManagement
Support/Services
Sales
Marketing
Finance
...
Page 24
CustomerSuccessTeamGrowth&Turnover
HowMuchHasYourTeamGrown
InTheLast12Months?
HowMuchTurnoverHasYourTeam
SeenInThe...
Page 25
HighestPriorityGoalsOfCustomerSuccessTeams
ChurnReduction
Onboarding
ProductAdoption
76%
61%
60%
CustomerSupport
C...
ChurnReduction
O
nboarding
ProductAdoption
Custom
erSupportCustom
erAdvocacy
Upsells
0
20%
40%
60%
80%
Page 26
TopGoalsOfC...
0
20%
40%
ReactiveApproachesVisibilityIntoAdoption
&
Health
Prioritization
ScalingtheTeamClarityofRole&
Goals
ExecutiveSup...
Page 28
TechnologyUsedByCustomerSuccessTeams
CRMandhelpdesksystemscontinuetobe
themostwidelyusedtechnologybycustomer
succe...
Page 29
Smallvs.LargeTeamDifferences
Thisyear,wecomparedthecomposition,goalsandchallengesofsmallversuslargecustomersuccess...
Totango delivers the most comprehensive
customer success solution for recurring
revenue businesses by taking a data-driven...
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2016 Customer Success Salary Survey

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The 2016 Customer Success Salary Report surveyed 1000 respondents to establish industry benchmarks for Customer Success professionals regarding compensation trends, the growth and maturity of the role, and the unique challenges and goals in our industry.

This year’s survey saw a 25% increase in the number of respondents, and includes participants from all seven continents.

Published in: Technology
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2016 Customer Success Salary Survey

  1. 1. 2016 Customer Success Salary Survey & State of the Profession Report presents
  2. 2. Page 2 Introduction ExecutiveSummary MeettheSurveyParticipants CustomerSuccessSalarySurveyResults CompensationStructure BonusComponents CommissionComponents AnnualCompensationDistribution AnnualCompensation Comparsion CompensationSummary:CustomerSuccessManager CompensationSummary:Sr.CustomerSuccessManager StateoftheCustomerSuccessProfession WhereDoesCustomerSuccessResideinYourCompany? CustomerSuccessMaturity WhatWasYourPreviousBackground? CustomerSuccessTeamGrowthandTurnover TopGoalsOfCustomerSuccessTeams ChallengesOfCustomerSuccessTeams TechnologyUsedByCustomerSuccessTeams 3 4 6 7 8 9 10 11 12 13 14 20 21 22 23 24 26 27 28 TableofContents CompensationSummary:CustomerSuccessEngineer 15 DifferencesByTeamSize 29 CompensationSummary:DirectorofCustomerSuccess CompensationSummary:VPofCustomerSuccess CompensationSummary:ChiefCustomerOfficer 16 17 18 AverageCompensationYoYComparison 19 HighestPriorityGoalsofCustomerSuccessTeams 25
  3. 3. Page 3 The2016CustomerSuccessSalaryReportsurveyed1000respondents toestablishindustrybenchmarksforCustomerSuccessprofessionals regardingcompensationtrends,thegrowthandmaturityoftherole,and theuniquechallengesandgoalsinourindustry. Thisyear’ssurveysawa25%increaseinthenumberofrespondents,and includesparticipantsfromallsevencontinents.
  4. 4. Page 4 ExecutiveSummary-StateoftheProfession Agrowingnumberofcompaniesaretakingstepstobuildandmanagecustomersuccessprograms.Enterprises inparticularareshowingsignificantstridesinadoptingthepracticeofcustomersuccess basedontheirevolving teamstructuresandupgradedtechnologystack. CustomerSuccessisGoingEnterprise ThenumberofteamsreportingtotheCEOhasclimbedfrom15%to50%overthelast twoyears,followedbyteamsthatarereportingdirectlytosales(20%). Around40%ofparticipantsreportedcustomersuccessteamslargerthan10andahigher volumeof“CustomerSuccess”titlesarebeingreportedthaneverbefore. Enterprisecompaniesarefocusedonsimilargoalsastheirsmallercounterparts,buthave ahigherrelianceoncustomersuccessplatforms.
  5. 5. Page 5 ExecutiveSummary-SalarySurvey CustomerSuccessexecutivesandteamsarestartingtobeheldaccountablefordirectbusinessoutcomes. Withthecombinationofvariablecompensationandadecreaseinoverallcompensation,weassumethat thereisamisalignmentbetweencustomersuccessteamgoalsandoutcomeexpectations. TyingBusinessOutcomestoCustomerSuccessCompensation CCO/VPofCustomerSuccess-$158,000 DirectorofCustomerSuccess-$126,000 Sr.CustomerSuccessManager-$110,000 Morethan25%ofrespondentssawadecreaseornochangeincompensationcomparedto lastyear,withalltitlesseeingadecreaseinaverageannualcompensation. CustomerSuccessEngineer-$90,000 CustomerSuccessManager-$77,000 Almost75%ofprofessionalsreceivedsomeformofvariablecompensation,withthemajority (47%)receivingbonusesbasedonmetricslikechurnreduction,adoption,andcustomerhealth.
  6. 6. Page 6 MeetTheSurveyParticipants ByJobTitle ChiefCustomerOfficer VPofCustomerSuccess DirectorofCustomerSuccess CustomerSuccessManager CustomerSuccessEngineer AccountManager Other* *IncludesCEO,COO,Sales,Support,Operations 10.9% 20.8% 42.2% 3.6% 19.2% 2.4% 1.1% ByTeamSize 1-5TeamMembers 6-25TeamMembers >25 TeamMembers 41% 41% 18% ByRegion USA(73%), Europe(11%),NorthAmerica(ExcludingUSA)(9%),Asia(3%),MiddleEast(2%), SouthAmerica(1%),AustraliaNZ(1%),Africa(<1%)
  7. 7. Page 7 Customer Success Salary Survey Results
  8. 8. Page 8 CompensationStructure 28% 47% 13% 12% Base+Bonus +Commission Base+Commission Base+Bonus BaseSalaryOnly Themajorityofsurveyparticipants(72%)earnincentives alongwiththeirbasesalary,with47%earningabonusfor metrics including churn reduction, portfolio health, and productadoption. Commissioncontinuestobealesscommoncomponent ofvariablecompensation.Only12%oftherespondents reportedcompensationthatincludesbasesalary,bonus andcommission.
  9. 9. Page 9 BonusComponents Theprimarydriverforthebonuscontinuestobeteamandcompanyperformanceat42%.Asmaller percentageofcustomersuccessprofessionalshavebonusestiedtoothercomponentssuchascase studies(5%)orNetPromoterScore(11%). Team/CompanyPerformance RenewalGoal UpsellGoal NetPromoterScore(NPS) Onboarding/Training CaseStudies Other 42% 29% 21% 11% 9% 5% 14%
  10. 10. Page 10 CommissionComponents CommissiononRenewals+Upsells CommissiononUpsells CommissiononRenewals 56% 25% 19% Approximately25%ofsurveyrespondentsearncommissionaspartoftheircompensationpackage. Ofthat25%,themajorityearncommissiononbothrenewalsandupsells (56%),whilelessthanhalf earncommissiononeitherjustupsells(25%)orjustrenewals(19%).
  11. 11. Page 11 AnnualCompensationDistribution 12% 23% 17% 9% 19% 12% 8% Note:Compensationfiguresincludevariablecompensation(bonusand/orcommissions) $0-50K $125K-150K $100K-125K $50K-75K $75K-100K $150K-175K $175K+
  12. 12. Page 12 AnnualCompensationComparison 0% 5% 10% 15% 20% 25% 30% $0-49,999 $125-149,999$100-124,999$50-74,999 $75-99,999 $150-174,999 $175,000+ 2016 2015 2014 Comparedtolastyear’sdata,compensationislessuniformlydistributed.Withanincreaseof hiringentry-levelcustomersuccessmanagers,anupwardtrendhasemergedforrespondents reportingcompensationbelow$75,000.
  13. 13. Page 13 CompensationSummary:CustomerSuccessManager 0 10% 20% 30% 25% 26% 6% 25% 6% 8% 4% 5% 33% 16% 46% 2016Average Compensation-$77,000 $0-49,999$50-74,999 $75-99,999 $100-124,999$125-149,999$150-174,999 $175,000+ Increased0-10% Increased10-20% Increased20%+ NoChange/Decreased CompensationComparedtoLastYear
  14. 14. Page 14 CompensationSummary:Sr.CustomerSuccessManager 0 10% 20% 30% 28% 5% 0% 28% 20% 11% 8% 18% 30% 52% 2016Average Compensation-$111,000 Increased0-10% Increased10-20% Increased20%+ NoChange/Decreased CompensationComparedtoLastYear $0-49,999$50-74,999 $75-99,999 $100-124,999$125-149,999$150-174,999 $175,000+
  15. 15. Page 15 CompensationSummary:CustomerSuccessEngineer 0 10% 20% 30% 30% 14% 3% 17% 18% 10% 8% 11% 25% 25% 39% 2016Average Compensation-$90,000 CompensationComparedtoLastYear Increased0-10% Increased10-20% Increased20%+ NoChange/Decreased $0-49,999$50-74,999 $75-99,999 $100-124,999$125-149,999$150-174,999 $175,000+
  16. 16. Page 16 CompensationSummary:DirectorofCustomerSuccess 0 10% 20% 13% 6% 1% 19% 21% 20% 20% 11% 27% 12% 50% 2016Average Compensation-$126,000 CompensationComparedtoLastYear Increased0-10% Increased10-20% Increased20%+ NoChange/Decreased $0-49,999$50-74,999 $75-99,999 $100-124,999$125-149,999$150-174,999 $175,000+
  17. 17. Page 17 CompensationSummary:VPofCustomerSuccess 0 20% 40% 60% 80% 4% 1%0% 9% 12% 10% 64% 9% 23% 23% 29% $0-49,999$50-74,999 $75-99,999 $100-124,999$125-149,999$150-174,999 $175,000+ 2016Average Compensation-$158,000 CompensationComparedtoLastYear Increased0-10% Increased10-20% Increased20%+ NoChange/Decreased
  18. 18. Page 18 CompensationSummary:ChiefCustomerOfficer 0 20% 40% 60% 80% 0% 4% 1% 0% 9%8% 78% 9% 36% 27% 28% 2016Average Compensation-$156,000 CompensationComparedtoLastYear Increased0-10% Increased10-20% Increased20%+ NoChange/Decreased $0-49,999$50-74,999 $75-99,999 $100-124,999$125-149,999$150-174,999 $175,000+
  19. 19. Page 19 AverageCompensationYoYComparison ChiefCustomerOfficer VPCustomerSuccess DirectorofCustomerSuccess CustomerSuccessManager $156K $180K $159K $158K $180K 159K $126K $133K $135K $77K $86K $94K 2016 2015 2014 *DataforSr.CustomerSuccessManager andCustomerSuccessEngineerarenot availablefrom2015and2014.
  20. 20. Page 20 State of the Customer Success Profession
  21. 21. Page 21 WhereDoesCustomerSuccessResideInYourCompany? Report Directlyto CEO Partof Sales Partof COOOrg Partof Services& Support Partof Revenue Partof Marketing Other(CPO, CTO,CFO,etc) 50% 20% 16% 5% 3% 3% 3% Followinglastyear’strend,itisbecomingmorecommonforCustomerSuccesstorollupdirectlyto theCEO,jumpingfrom15%to34%in2015andfrom34%to50%in2016.
  22. 22. Page 22 CustomerSuccessMaturity 4% 22% 53% 3% 18% 7% 20% 42% 9% 22% HowLongHaveYouHadaCustomerSuccessTeam? HowManyYearsHaveYouWorkedinCustomerSuccess? <1year 1-3years 4-6years 7-9years 10+years 75%ofparticipantsreportedthattheircompanyhashadaCustomerSuccessteamfor3years orless. Morethan60%ofrespondentshave3yearsexperienceorless,withonly16% claimingmorethan7yearsofexperienceinCustomerSuccess.
  23. 23. Page 23 WhatWasYourPreviousBackground? AlwaysinCustomerSuccess AccountManagement Support/Services Sales Marketing Finance Consulting Other(HR,Operations,Engineering,etc) 8% 18% 17% 10% 20% 2% 18% 7% With92%ofrespondentscomingfromadifferentbackground, CustomerSuccesscontinuestobearelativelyyoungprofession. Thisyearwearealsoseeingariseinrespondentsreporting “Associate”titlesandentry-levelrolesinCustomerSuccess.
  24. 24. Page 24 CustomerSuccessTeamGrowth&Turnover HowMuchHasYourTeamGrown InTheLast12Months? HowMuchTurnoverHasYourTeam SeenInTheLast12Months? 1-10% 11-25% 26-50% 51%+ NoTurnover CustomerSuccessteamscontinuetogrowatarapidpacewithonly20%ofteamsexperiencingnogrowth orteamdownsizing.Turnoverappearstoberelativelylow,with67%ofrespondentsreportinglittleorno turnover(<10%)fortheirteaminthelasttwelvemonths. 5% 28% 19% 39% 9% 27% 11% 19% 16% 12% 5% 10% 1-10% 11-25% 26-50% 51-100% 100%+ Nogrowth Downsizedteam
  25. 25. Page 25 HighestPriorityGoalsOfCustomerSuccessTeams ChurnReduction Onboarding ProductAdoption 76% 61% 60% CustomerSupport CustomerAdvocacy Upsells 48% 44% 31%
  26. 26. ChurnReduction O nboarding ProductAdoption Custom erSupportCustom erAdvocacy Upsells 0 20% 40% 60% 80% Page 26 TopGoalsOfCustomerSuccessTeams HighPriority MediumPriority LowPriority NotaPriority Churnreduction(76%),productadoption (60%),andonboarding(60%)aretopgoals forCustomerSuccessteams.Continuing a3-yeartrend,upsellsremainalower priority.
  27. 27. 0 20% 40% ReactiveApproachesVisibilityIntoAdoption & Health Prioritization ScalingtheTeamClarityofRole& Goals ExecutiveSupport Page 27 ChallengesOfCustomerSuccessTeams MajorChallenge ModerateChallenge MinorChallenge NotaChallenge Companiescontinuetostrugglewith reactiveprocesses(39%)andgetting morevisibilityintoadoptionandhealth metricsforcustomers(39%).Only16% ofrespondentsconsiderexecutive supportasamajorchallenge.
  28. 28. Page 28 TechnologyUsedByCustomerSuccessTeams CRMandhelpdesksystemscontinuetobe themostwidelyusedtechnologybycustomer successteams.Theuseofcustomersuccess platformsincreasedsignficantlycompared tolastyear,jumpingfrom25%to36%. CRM Helpdesk EmailAutomation CustomerSuccess Platform Project Management Business Intelligence 78% 49% 40% 36% 29% 24%
  29. 29. Page 29 Smallvs.LargeTeamDifferences Thisyear,wecomparedthecomposition,goalsandchallengesofsmallversuslargecustomersuccess teams.Largeteamsaredefinedasorganizationswith25ormorecustomersuccessteammembers. More large teams are using customer success platforms (55%) compared to the industry average (36%). Product adoption (66%) is a higher priority than onboarding (57%) for large teams. Large teams report higher turnover, with only 12% reporting no turnover compared to the average (39%).
  30. 30. Totango delivers the most comprehensive customer success solution for recurring revenue businesses by taking a data-driven approachtonurturingcustomers,accelerating product adoption and ROI, and maximizing lifetime revenue from customers. www.totango.com 1-800-634-1990 @Totango

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