CS Ops has a clear mission: Help the CS team operate efficiently and with excellence, so that CSMs help customers to achieve their goals.
Companies invest in CS Ops as a strategy to drive retention, expansion, advocacy, and efficiency.
Top responsibilities include systems & tools to support the customer experience, data and analytics to measure success and make decisions, and program management and process development to improve how the business operates.
Best-in-class CS Ops teams are thought partners to design strategic initiatives, and then they execute to make a vision into reality.