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_8

8. Role of CS Operations in Scaling a CS Practice

Chitra Madhwacharyula¹   and Shreesha Ramdas¹

(1)

Saratoga, CA, USA

 

Customer Success Operations team provides standardization, intelligence, planning, and ultimately, strategy for your Customer Success practice.

To examine one way of building out your CS Ops team, let us return to our fictional SaaS company, SoftCorp. When Janice, their Chief Customer Officer, came on board and started the CS practice, SoftCorp’s Customer Success footprint was limited to only their top strategic customers.

Janice understood the importance ...