How have you structured your Customer Success and Operations teams? Does Ops report to the VP of Customer Success or COO? If you have two teams, how do you differentiate responsibilities?
[i]We've written about our org structure [i]here[i] and [i]here[i], but we'd love to hear from you.
Input Invited: Customer Success and Operations Org Structure
I report to the VP of CS but we do also have an Ops Council made up of all other members who fill an operations role (ex. Sales Ops). This is lead by our CFO. The purpose in bringing all the ops people together is we tend to overlap on projects or there are initiatives that are corporate wide which require input from across different teams.
We have an individual within the Operations team 100% dedicated to Customer Success Operations. He reports up through the Operations group but has a dotted-line reporting structure up to me. It's confusing from a hierarchy standpoint but is very effective in practice.
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