The State of the Customer Success Profession 2018 - Survey Results First Look

1. The State of the
Customer Success
Profession 2018
Survey Results First Look

2. Presenters
Jill Rubin
CMO
Costen Hickman
Senior Customer Success Manager

3. © 2018 TOTANGO. CONFIDENTIAL.
Agenda
• Why We Do The Survey
• Meet the Survey Participants
• State of the Customer Success Profession
• Customer Success Salary Survey Results
• Q &A

4. Why We Do These Surveys

5. © 2018 TOTANGO. CONFIDENTIAL.
• To provide valuable information on trends to
our customers and the Customer Success
community
• Customer Success is still a new profession
• The industry as a whole is hungry for data
points to benchmark their own customer
success efforts
Why do we do the
survey?
*No Report for 2017 - We found data quality issue with the 2017 survey, and decided against
producing a report that didn’t provide accurate values.

6. Survey Participants

7. © 2018 TOTANGO. CONFIDENTIAL.
Meet the Survey
Participants
• We surveyed thousands of CS professionals,
and received responses worldwide.
• A majority of the respondents came from the
US (63%), with a concentration in California
(31%) and New York (13%).
United
States
62%
International
38%
California
31%
New York
13%
Other States
56%

8. State of the Customer
Success Profession

9. © 2018 TOTANGO. CONFIDENTIAL.
Customer Success
Manager
#3 LinkedIn
Most
Promising
Jobs in 2018
https://blog.linkedin.com/2018/january/11/linkedin-data-reveals-the-most-promising-jobs-and-in-demand-
skills-2018

10. © 2018 TOTANGO. CONFIDENTIAL.
Growth
• 83% of CS teams saw growth
in team size within the last
year.
100%+
Growth in
Team Size
25%
51-100%
Growth in
Team Size
22%26-50%
Growth in
Team Size
16%
0-25%
Growth in
Team Size
20%
No Growth
17%
100%+ Growth in Team Size 51-100% Growth in Team Size
26-50% Growth in Team Size 0-25% Growth in Team Size
No Growth

11. © 2018 TOTANGO. CONFIDENTIAL.
36%
48%
16%
1-5 6-25 25+
Titles & Team Size
64% have more than 5
people on the team,
compared to 59% in 2016.
Distribution of titles didn’t
change much from 2016.
11.8%
19.8%
48.7% 13.4%
Chief Customer Officer/VP
of Customer Success
Director of Customer
Success
Customer Success Manager
Customer Success
Engineer
Account Manager
Other

12. © 2018 TOTANGO. CONFIDENTIAL.
Customer Success
Maturity
• CS is maturing.
More than 42% have been
around for more than 3 years
compared to 25% in 2016.
13.4%42%
42%
0 Months, just starting out
Less than 1 year
More than 1 year but less
than 3
More than 3 years
Not Sure

13. © 2018 TOTANGO. CONFIDENTIAL.
CS continues to
be a strategic
function for
companies
33%
16%
14% 14%
3% 2% 3% 2%
C
EO
C
O
O
SalesService/Support
M
arketing
C
C
O
VP
ofC
S
C
R
O

14. © 2018 TOTANGO. CONFIDENTIAL.
Highest Priorities of Customer Success Teams
• Customer Success Teams have the same set of priorities
79%
65%
63%
47%
43%
33%
Churn Reduction Product Adoption Onboarding Customer
Advocacy
Customer Support Upsells

15. © 2018 TOTANGO. CONFIDENTIAL.
Technology Used
by Customer
Success Team
• Use of a Customer Success
Platform increased from 36%
in 2016 to 43% this year
22%
34%
38%
43%
59%
65%
77%
BI Tools
In-House Built Tools
Survey Tools
Customer Success Platform
Microsoft Excel
Help Desk Support Tools
CRM

16. Compensation

17. © 2018 TOTANGO. CONFIDENTIAL.
Compensation Structure
• 67.7%
have a bonus on top of base salary
• 18.3%
have commission on renewal/upsell
• <5%
have options

18. © 2018 TOTANGO. CONFIDENTIAL.
Compensation for Customer Success
Manager
How does your annual
compensation compare
to last year's?
Higher
62%Lower
8%
No
Change
30%
2018 Average - $78,000
18%
29%
27%
17%
6%
2%
$0-50K $50K - $75K $75K - $100K $100K - $125K $125K - $150K $150K - $175K

19. © 2018 TOTANGO. CONFIDENTIAL.
Compensation for Director of Customer
Success
Higher
64%
Lower
7%
No Change
29%
How does your annual
compensation compare
to last year's?
2018 Average - $113,000
11%
10%
17%
18%
17%
14%
13%
$0-50K $50K - $75K $75K - $100K $100K - $125K $125K - $150K $150K - $175K $175K +

20. © 2018 TOTANGO. CONFIDENTIAL.
Compensation for Chief Customer Officer/
VP of Customer Success
How does your annual
compensation compare
to last year's?
Higher
53%
Lower
8%
No Change
39%
2018 Average - $150,000
3% 3% 3% 11%
15% 16%
48%
$0-50K $50K - $75K $75K - $100K $100K -
$125K
$125K -
$150K
$150K -
$175K
$175K +

21. © 2018 TOTANGO. CONFIDENTIAL.
The Complete 2018 Customer Success
State of the Profession Report will be
available for download in June!

22. Q & A

23. THANK YOU
hi@totango.com | 800.634.1990