Customer Success Leadership Survey

Welcome to our Survey on Customer Success Training, Certification and CPD Requirements.

SPONSORED BY…

Thank you for participating in our Training Survey, designed to provide a deeper, more accurate and more up-to-date understanding of the global Customer Success profession’s current training, certification and CPD requirements, as it applies to CS teams such as yours. We are reaching out to over 2,500 Customer Success Team Leaders across the world, asking them to contribute their own thoughts and opinions, and we shall be collating, analyzing and publishing the results of their responses into an Annual Report.

Duration: Please allow about 15 to 30 minutes to complete the survey

Watch a short interview about the survey:

Customer Success Leadership Survey

Instructions

Work your way through the questions, providing your responses in the format requested. All questions are mandatory and must be answered. For MNCs you can elect to answer for your region or group only. ALL YOUR ANSWERS ARE COMPLETELY CONFIDENTIAL, your responses will not be shared with any third party.

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1 Step 1
SECTION ONE: About Your Company

This section is all about your company. This helps us understand the context for your training, certification and CPD decision making and enables us to group you with other similar companies for more in depth analysis

Q1 Where is your company’s Head Office?Please select one (only) option from the range shown
Q2 Where does your company operate?Please select all options that apply to you
Q3 What is the annual turnover of your company in US$?Please select one (only) option from the range shown
Q4 Which of the following best describes your company’s ownership?Please select one (only) option from the range shown
Q5 Which of the following best describes what your company sells?Please select all options that apply to you
Q6 What is the typical value of an average purchase?Please select one (only) option from the range shown
Q7 What percentage of an average purchase is typically for renewable services?Please select one (only) option from the range shown
Q8 How complex or difficult to implement or drive value from is the typical solution you sell?Please select one (only) option from the range shown
SECTION TWO: About Your Team

This section is all about your Customer Success team. Answering these questions helps us to understand a little bit about your team's size, make-up, activities and the way you work.

Q9 How many Customer Success Managers are in your team (dedicated full time or FTE)?Please select one (only) option from the range shown
Q10 Aside from dedicated Customer Success Managers, how many other customer facing professionals are at least partially involved in some Customer Success Management activities (eg onboarding, training, support, etc)?Please select one (only) option from the range shown

Q11 What is the level of Customer Success Management experience of your team?

Please select one (only) option from the range shown

Up to 6mths
6mths to 1yr
1 to 2 yrs
5yrs +

The counter should indicate 100% -> Your total is currently [ field170 + field182 + field183 +field184 ]%

Q12 How would you describe the level of maturity of your Customer Success function as a whole?Please select one (only) option from the range shown
Q13 Which of the following activities is your team PRIMARILY responsible for?Please select all options that apply to you
Q14 Which of the following activities is your team involved in but NOT PRIMARILY responsible for?Please select all options that apply to you
SECTION THREE: Current Training Activities

Congratulations you are nearly half way through! In this section we'd like you to describe your current activities in terms of training, certification and CPD.

Q15 Which of the following best describes your Customer Success team’s new recruit onboarding process?Please select one (only) option from the range shown
Q16 How much do you spend on training (per team member, per annum) in US$?Please select one (only) option from the range shown
Q17 Which of the following types of training have you provided your team with in the last 12 months?Please select all options that apply to you
Q18 How do you decide what types of training to provide your team with?Please select one (only) option from the range shown

Q19 Which of the following factors contribute to your training provisioning decisions, and by how much?

Please select Low, Medium or High for each item).

Q20 How do you encourage proactive knowledge and skills development in your team members?Please select all options that apply to you
SECTION FOUR: Potential Training Requirements

Well done, you are well over halfway... plus many of the questions in this section are very quick and easy to complete! This section provides us with information about your potential training, certification and CPD requirements.

Q21 On a scale of 1 to 10, how busy is your team overall?Please rate your response from 1 (very low) to 10 (very high)
Q22 On a scale of 1 to 10, how effective is your team overall?Please rate your response from 1 (very low) to 10 (very high)
Q23 On a scale of 1 to 10, how efficient is your team overall?Please rate your response from 1 (very low) to 10 (very high)
Q24 On a scale of 1 to 10, how fast is your team growing in terms of size?Please rate your response from 1 (very low) to 10 (very high)
Q25 On a scale of 1 to 10, how rapidly is your team needing to adapt to meet changing needs?Please rate your response from 1 (very low) to 10 (very high)
Q26 On a scale of 1 to 10, how mature is the support for your team in terms of systems, processes, tools, frameworks, playbooks, etc?Please rate your response from 1 (very low) to 10 (very high)

Q27 Please rate the relative importance of these core subject areas for your team

Please select Low, Medium or High for each item).

Q28 How uniform (or standardized) is each of your team member’s approach to delivering Customer Success?Please select one (only) option from the range shown
Q29 How many replacement team members do you estimate you will need to recruit for over the next 12 months (ie replacements for staff members that leave)?Please select one (only) option from the range shown
Q30 How many additional team members do you estimate you will need to recruit for over the next 12 months (ie not including replacements for staff members that leave)?Please select one (only) option from the range shown
Q31 How do you usually develop a team member to prepare them for a new or additional specific task or role?Please select one (only) option from the range shown
Q32 How do you develop a team member to prepare them for a management/leadership role?Please select one (only) option from the range shown
Q33 How long on average do you retain your Customer Success Manager team members for?Please select one (only) option from the range shown
Q34 How much on average does it cost to recruit a new team member (including recruitment costs, training costs, reduced productivity costs, your own time, etc)?Please select one (only) option from the range shown
Q35 Do you conduct exit interviews when a team member leaves, and if so why do they leave?Please select all options that apply to you
SECTION FIVE: Training Strategy and Management

This is the final section. In this section we want you to tell us about your planning, strategy and decision making for training, certification and CPD.

Q36 How important to you is the ability to benchmark and prove your CSMs’ capabilities through independent certification?Please select one (only) option from the range shown
Q37 How important to you is the ability to identify and respond to your team members’ knowledge and skill gaps?Please select one (only) option from the range shown
Q38 How is your training budget and/or spending determined?Please select one (only) option from the range shown
Q39 How do you measure and report on training activities?Please select all options that apply to you
Q40 How do you currently measure and report on team member training?Please select all options that apply to you
SECTION SIX: Your Chance to Have a Say

OK just one final question - but this one is completely optional. This is your chance to tell us whatever else about your training, certification and CPD, needs, desires and/or frustrations and challenges that we have not covered in our questions!

Please tell us anything about your requirements and/or about your frustrations with the training options available to you, or indeed anything else relating to Customer Success training, certification and CPD that you think we should knowPlease answer this question as thoroughly as you wish in your own words
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Your Report
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