2021 Customer Success Leadership Study

October 28, 2021

ESG Customer Success

Category: Customer Success Resources, Customer Success Strategy


Welcome to the 2021 Customer Success Leadership Study – brought to you by your Customer Success friends at ChurnZero, ESG, and Higher Logic.

Now, we know you’re here for the good-looking charts and practical takeaways, so we’ll keep this intro short.

After analyzing hundreds of survey responses and consulting our team of Customer Success experts to distill the data into their top conclusions and recommendations, we surfaced four key focus areas for Customer Success that will be covered in this report:

  1. Influence Within the Organization
  2. Organizational Alignment
  3. Customer Success Operations
  4. Goals and Aspirations

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