What Department does Customer Success fall under? General Account Management?

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Following. I’d think operations, but I’m unsure

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It falls under Sales at my company. (Though we are not responsible for selling)

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It kinda makes sense to me! I partner with Account Managers, who are sales. All my comp is also based on the revenue of the sales team. I’d much rather have a higher base and report up under operations though! Our sales team kinda sucks.

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It falls under support at mine

It can fall under Sales, AM, Support or Ops depending on org structure.

What about for SaaS (Software as a service) organizations?

SaaS or not since CSMs have customer relationships and are involved in identifying opportunities for expansion - they are added to sales organization for the ease of management.

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Sales at my company. We have a quota in the form of the percentage of revenue we retain from the original contract value. Clients churn = hurts bonus. Expanding an account and “upselling” = adds to quota. Doing this can lead to maintaining 100% of our number or no churn + extra expansions = 100-150% of quota leading to larger bonus.

Varies widely from company to company. But more often than not CSM in the SaaS realm rolls up to Sales/GTM because there is some level of revenue responsibility, whether thats expansion/upsell/retention/etc.

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