The challenges of managing a customer success team and how to overcome them

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If you are a customer success leader, you will have to deal with at least one of the following problems in your career:

  • Unidentified issues with your customer retention.

  • Understaffed and don't have a dedicated customer success manager.

  • No budget allocated yet to hire a full-time customer success manager, but you nonetheless have customers to take care of.

  • An early-stage startup and have to build an entirely new customer success organization from scratch.

  • Want to optimize your current customer success organization for better performance but don’t have the time or resources.

These problems could lead to an unbelievably high churn rate and cause 'Leakage.' Not to mention the high probability of losing several thousands of dollars in marketing costs, missed up-selling opportunities, and lower LCV.

Focusing solely on customer acquisition - no matter how great - simply isn't enough. Customer success is a significant revenue-generating organization. It's important for customer success leaders to build and maintain a proven sustainable and valuable customer success team and organization.

Customer success leaders have to deal with headcount budget constraints, lack of resources, and the headache of continuously optimizing customer success programs for effectiveness.

Not to mention the time and attention it takes to build new customer success organizations from scratch. It takes a lot of dedication and hard work to create a high performing customer success team and organization.

Nevertheless, customers still need your time and attention so they won't become disengaged and jump ship to your competitor, causing significant churn and revenue issues.

Did you know that acquiring new customers can be UP TO 25 TIMES more expensive than selling to your existing ones?

Solutions

Hiring an experienced customer success consultant is an excellent option. It's best to hire someone skilled, flexible, and can work directly with your team to implement and execute projects.

You could also hire a temp agency or consulting company, but they may only offer you advice, unskilled workers, and are much more expensive.

Does your customer success team need help?

Want to know how I can help your team build a robust customer success operation, increase revenue and retention? Get in touch today!