The CS executive operating model
- Tier customers by ACV and strategic value
- Resource CSMs by tier (1:5 for Tier 1, 1:50 for Tier 3)
- Set NRR targets by tier
- Build customer health scoring
- Integrate CS with sales for expansion
- Drive customer advocacy
CS executive metrics
- Net revenue retention
- Gross retention
- Customer health score distribution
- CSAT and NPS
- Expansion ACV per CSM
- CS-sourced pipeline
CS executive responsibilities
- Team structure and headcount
- Tool stack (Gainsight, ChurnZero, etc.)
- Customer programs (advocacy, council, EBR)
- Cross-functional with sales for expansion
- Cross-functional with product for feedback
Frequently asked questions
How should a CCO operate customer success?
Tier customers, resource CSMs by tier, set NRR targets, build health scoring, integrate with sales for expansion, drive advocacy programs.
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