Why is customer success so undervalued and underpaid?

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It's primarily a cost center rather than a revenue center. CS main function is to ensure the customer gets full value for what they have already paid for rather than being directly responsible for them wanting to spend more on new offerings. To some degree you are merely offsetting services costs that the customer would otherwise be on the hook for.

CS is incredibly valuable to the company and customer, and is paid well relative to many othe careers paths, but to get the big check there will be a much bigger element of risk/reward. Your sales counterparts likely have a smaller base and only make more when they perform well.

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IBM1 is right... but it's kinda nuts to me that we're considering it cost centre tbh. Surely your best churn reduction mechanism is a strong Customer Success team?

It's almost like most companies don't care about customers the moment the customer has paid for the product. Talk about transactional... no wonder products are getting worse in general when people only care about the flashy thing that gets the sale.

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I think because it’s not always the most technical role. A lot more people can do it than people with very niche skills.

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