What is Customer Success Operations (CS Ops)?
The CS Ops overall mission typically involves driving operational excellence and efficiency of the CS team to ensure positive business outcomes.
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 for business insights, program management and process development to operationalize and scale the business.
Best-in-class CS Ops serve as thought partners for strategic initiatives and can execute to get it done.
Why does CS Ops matter?
CS Ops impacts key business growth levers like Bookings & Retention, Gross Margin, Opex & Profit, and Customer Economics. They do this by enhancing CS team performance through optimization and automation. Companies that are scaling successfully are investing in operations.
In many cases, Customer Success teams can own a larger install base of revenue than the company’s net new sales number. This highlights why the need for CS Ops to help drive positive customer business outcomes is so critical.
Sample CS Ops Job Description
For additional details, refer to this sample CS Ops job description.Download PDF