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The State of the Customer Success Profession 2018 - Survey Results First Look

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The State of the Customer Success Profession 2018 - Survey Results First Look

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The State of the Customer Success Profession 2018 - Survey Results First Look

  1. 1. The State of the Customer Success Profession 2018 Survey Results First Look
  2. 2. Presenters Jill Rubin CMO Costen Hickman Senior Customer Success Manager
  3. 3. © 2018 TOTANGO. CONFIDENTIAL. Agenda • Why We Do The Survey • Meet the Survey Participants • State of the Customer Success Profession • Customer Success Salary Survey Results • Q &A
  4. 4. Why We Do These Surveys
  5. 5. © 2018 TOTANGO. CONFIDENTIAL. • To provide valuable information on trends to our customers and the Customer Success community • Customer Success is still a new profession • The industry as a whole is hungry for data points to benchmark their own customer success efforts Why do we do the survey? *No Report for 2017 - We found data quality issue with the 2017 survey, and decided against producing a report that didn’t provide accurate values.
  6. 6. Survey Participants
  7. 7. © 2018 TOTANGO. CONFIDENTIAL. Meet the Survey Participants • We surveyed thousands of CS professionals, and received responses worldwide. • A majority of the respondents came from the US (63%), with a concentration in California (31%) and New York (13%). United States 62% International 38% California 31% New York 13% Other States 56%
  8. 8. State of the Customer Success Profession
  9. 9. © 2018 TOTANGO. CONFIDENTIAL. Customer Success Manager #3 LinkedIn Most Promising Jobs in 2018 https://blog.linkedin.com/2018/january/11/linkedin-data-reveals-the-most-promising-jobs-and-in-demand- skills-2018
  10. 10. © 2018 TOTANGO. CONFIDENTIAL. Growth • 83% of CS teams saw growth in team size within the last year. 100%+ Growth in Team Size 25% 51-100% Growth in Team Size 22%26-50% Growth in Team Size 16% 0-25% Growth in Team Size 20% No Growth 17% 100%+ Growth in Team Size 51-100% Growth in Team Size 26-50% Growth in Team Size 0-25% Growth in Team Size No Growth
  11. 11. © 2018 TOTANGO. CONFIDENTIAL. 36% 48% 16% 1-5 6-25 25+ Titles & Team Size 64% have more than 5 people on the team, compared to 59% in 2016. Distribution of titles didn’t change much from 2016. 11.8% 19.8% 48.7% 13.4% Chief Customer Officer/VP of Customer Success Director of Customer Success Customer Success Manager Customer Success Engineer Account Manager Other
  12. 12. © 2018 TOTANGO. CONFIDENTIAL. Customer Success Maturity • CS is maturing. More than 42% have been around for more than 3 years compared to 25% in 2016. 13.4%42% 42% 0 Months, just starting out Less than 1 year More than 1 year but less than 3 More than 3 years Not Sure
  13. 13. © 2018 TOTANGO. CONFIDENTIAL. CS continues to be a strategic function for companies 33% 16% 14% 14% 3% 2% 3% 2% C EO C O O SalesService/Support M arketing C C O VP ofC S C R O
  14. 14. © 2018 TOTANGO. CONFIDENTIAL. Highest Priorities of Customer Success Teams • Customer Success Teams have the same set of priorities 79% 65% 63% 47% 43% 33% Churn Reduction Product Adoption Onboarding Customer Advocacy Customer Support Upsells
  15. 15. © 2018 TOTANGO. CONFIDENTIAL. Technology Used by Customer Success Team • Use of a Customer Success Platform increased from 36% in 2016 to 43% this year 22% 34% 38% 43% 59% 65% 77% BI Tools In-House Built Tools Survey Tools Customer Success Platform Microsoft Excel Help Desk Support Tools CRM
  16. 16. Compensation
  17. 17. © 2018 TOTANGO. CONFIDENTIAL. Compensation Structure • 67.7% have a bonus on top of base salary • 18.3% have commission on renewal/upsell • <5% have options
  18. 18. © 2018 TOTANGO. CONFIDENTIAL. Compensation for Customer Success Manager How does your annual compensation compare to last year's? Higher 62%Lower 8% No Change 30% 2018 Average - $78,000 18% 29% 27% 17% 6% 2% $0-50K $50K - $75K $75K - $100K $100K - $125K $125K - $150K $150K - $175K
  19. 19. © 2018 TOTANGO. CONFIDENTIAL. Compensation for Director of Customer Success Higher 64% Lower 7% No Change 29% How does your annual compensation compare to last year's? 2018 Average - $113,000 11% 10% 17% 18% 17% 14% 13% $0-50K $50K - $75K $75K - $100K $100K - $125K $125K - $150K $150K - $175K $175K +
  20. 20. © 2018 TOTANGO. CONFIDENTIAL. Compensation for Chief Customer Officer/ VP of Customer Success How does your annual compensation compare to last year's? Higher 53% Lower 8% No Change 39% 2018 Average - $150,000 3% 3% 3% 11% 15% 16% 48% $0-50K $50K - $75K $75K - $100K $100K - $125K $125K - $150K $150K - $175K $175K +
  21. 21. © 2018 TOTANGO. CONFIDENTIAL. The Complete 2018 Customer Success State of the Profession Report will be available for download in June!
  22. 22. Q & A
  23. 23. THANK YOU hi@totango.com | 800.634.1990

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