Inaugural Customer Success Leadership Study Results Released by ChurnZero, ESG, and Higher Logic

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Study reveals the latest trends and challenges facing Customer Success in B2B SaaS organizations, validating the industry’s growth.

If 2020 showed us anything, it’s how everything can change in an instant – and that there’s an inextricable link between Customer Success and the resilience of SaaS organizations in bouts of upheaval.

ChurnZero, ESG, and Higher Logic released the inaugural Customer Success Leadership Study, which uncovers the latest trends and challenges facing the Customer Success industry and the influence they have within their organization.

In this study, 586 Customer Success professionals were surveyed about their goals, processes, and technology. The majority of survey respondents work at B2B SaaS companies with 51 to 200 total employees and $5M to $10M in annual revenue.

“This debut report is just the start as we aim to continuously survey the Customer Success community to uncover trends over time,” said Abby Hammer, Chief Customer Officer at ChurnZero. “Because if 2020 showed us anything, it’s how everything can change in an instant – and that there’s an inextricable link between Customer Success and the resilience of SaaS organizations in bouts of upheaval.”

After analyzing hundreds of survey responses and consulting a team of Customer Success experts to distill the data into top conclusions and recommendations, the report surfaced four key focus areas for Customer Success leaders:

  • Influence Within the Organization
  • Organizational Alignment
  • Customer Success Operations
  • Goals and Aspirations

“By sharing the top initiatives and issues facing Customer Success leaders today, we hope to move the Customer Success conversation forward from achieving industry validation to innovation, scale, and maturity,” said Michael Harnum, CEO at ESG.

Read the full Customer Success Leadership Study here- https://esgsuccess.com/report-inaugural-customer-success-leadership-study/

About ChurnZero
ChurnZero helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is headquartered in Washington, D.C. and is backed by leading angels and venture capital firms such as Baird Capital, Grotech Ventures and MIddleland Capital. For more information, visit https://churnzero.net/.

About ESG
ESG delivers Customer Success as a Service® (CSaaS), enabling you to build, operationalize, and transform your CS organization. We’re here to help you improve metrics and accomplish your ultimate goal of reduced churn and increased retention. Our services combine consultation, process development, people, and automation to increase the capabilities of your Customer Success organization. Learn more at https://esgsuccess.com.

About Higher Logic
Higher Logic, the industry-leading, human-focused engagement platform, delivers powerful online communities and communication tools to engage your users at every stage of their journey. With Higher Logic, you get a robust platform plus over a decade of experience in building sophisticated community engagement programs. We serve over 3,000 customers and 50 million users across 21 countries worldwide and support 2.4 billion community interactions annually. Learn more at https://www.higherlogic.com.

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Cori Pearce
ChurnZero, Inc
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