Scaling Customer Success: Building the Customer Success Center of Excellence

© The Author(s), under exclusive license to APress Media, LLC, part of Springer Nature 2023

C. Madhwacharyula, S. RamdasScaling Customer Successhttps://doi.org/10.1007/978-1-4842-9192-4_2

2. CS Business and Operational Models

Chitra Madhwacharyula¹   and Shreesha Ramdas¹

(1)

Saratoga, CA, USA

 

Where does Customer Success fit into an organization? Back in 2010, one of us was speaking at a conference when one of the audience asked a perceptive question at the end of the talk. She asked: “Where should Customer Success roll up to?” It was a good question and one that her company, a $100MM+ provider of security software, had grappled with. We’ve seen firsthand how different companies tackled it in different ways. In some, Customer Success reported directly ...