Field notes and playbooks on customer health, churn prevention, and expansion revenue, for the teams who own the number.
Every published maturity model asks you to grade your own behaviour, and none can tell you what the distribution looks like. We measured the one thing that leaves a public record, what a company separates, and three in four have separated nothing at all.
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Every published formula agrees on the arithmetic and none agrees on the scope. We counted what 4,090 live post-sale adverts are hired to do, and two thirds of the people you would put in the numerator are also paid to grow the account.
Read moreEvery template tells you to promise expansion revenue. We counted what post-sale teams are measured on across 4,090 live job adverts, and expansion is not it. Here is the case finance signs, the cost line most people underfill, and the two benefits you should delete.
Read moreStart in support, get certified, expect a catch-22: the advice is identical everywhere and none of it is measured. We read every live post-sale job advert instead. The entry roles exist, they are not where the advice sends you, and not one of them asks for a certification.
Read moreEvery customer success job advert seems to mention AI now. Read the sentences instead of counting the word and most of it turns out to be the employer describing itself. A much smaller share asks you to use AI at all, and what they ask for is plainer than the noise suggests.
Read moreYour CFO asks what it costs to serve one customer for a year. Every published answer divides a salary by a book size the author picked. We measured the part everyone assumes, and the same salary produces anything from under a thousand dollars an account to over seven thousand.
Read moreEvery guide to through-partner customer success tells you to align with your partners. None of them reads the contracts. We did. In the reseller agreements we could obtain, the vendor hears that a customer is leaving from the partner, weeks before the date.
Read moreEvery guide to customer success operations lists what the role owns and tells you to hire one when the team is struggling. None of them says how many companies have one. Across the live post-sale job market, about one software company in eight shows any sign of the function at all.
Read moreEvery guide to customer references assumes the hard part is recruiting advocates. Across 876 software companies hiring now, about one in twelve asks customer success to produce references, and almost none names a programme to produce them through. The duty is assigned, the system is not.
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