Figuring out how to fund Customer Success is something that even highly sophisticated and mature organizations can struggle with. If you lack a clear model for how to budget and scale your activities, you’ll be making your best guesses when you ask for next year’s funding. TSIA research shows that budgeting for Customer Success depends on three critical design principles:
Developing a sustainable business model
Aligning charter with funding
Determining the appropriate cost bucket on your balance sheet
In this paper, TSIA takes a closer look at each of these principles and provides a framework for how to budget and scale your Customer Success organization.