Building Your Leadership Hierarchy

In most organizations, the Customer Success team reports to either the Chief Revenue Officer (CRO), Chief Operating Officer (COO), or CEO, depending on the company’s size and structure. In many SaaS businesses, the CRO is typically responsible for new business sales, while the COO often oversees the existing customer base. Regardless of the exact structure, it's important that there is a clear line of reporting to the C-suite.

The day-to-day management of the Customer Success team typically falls to the Head or VP of Customer Success. While the job title may vary, what matters most is that both the internal team and customers understand the role clearly. From experience, the most effective Customer Success leaders are servant leaders. They work for their team, providing support, coaching, mentoring, and guidance to help them achieve their goals.

This leadership style is crucial because Customer Success requires a focus on collaboration, not command-and-control. Customers need to see their Customer Success Managers (CSMs) as the main driver of their success, not the team leader. A strong Customer Success leader should avoid intervening directly in customer relationships. If a leader steps in on a call, resolves an issue, or makes decisions for the CSM, they risk undermining the CSM’s authority and credibility with the customer.

Instead, the best approach is for the CS leader to support the CSM behind the scenes—helping them find answers, escalating issues when necessary, and reinforcing the integrity of the team. A great CS leader takes responsibility for any challenges their team faces and gives credit to the CSMs. It's a role that requires humility and a thick skin, as the leader should be willing to absorb any blame while ensuring the team’s success.