Customer success is one of the hottest departments to work in right now according to numerous reports, so why is there a lack of representation? And why does customer success struggle to be part of the conversations that drive the business forward?
In this article, I’ll share three reasons why this might be the case, with advice on how to overcome each obstacle and reposition CS from a cost-center to a strategic and invaluable department.
My name is Gemma Cipriani-Espineira, I am Vice President of Customer Success at Chili Piper, where I also lead the customer support team.
In this article, I hope to provide value from some of the things I've learned having been a VP at two different software companies reporting directly to a CEO.