The SaaS software business continues to develop with a new functional role, and in many cases a functional department, has developed – Customer Success.  There are a variety of ways that Customer Success as a service can be packaged and sold, all the way from being included in the basic offering to being bundled into premium services.

This new function is typically either a standalone organization, part of the services organization or part of sales. No matter which structure is used, much of the customer and account management that was previously done by salespeople is now done by Customer Success.  How the customer success function is organized in your software company depends on your market and product, but you likely have people performing this role.

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Paul