Customer Success is undefined - where do I start?
I have recently been put in charge of Customer Success at a mid-size org that sells complex software/hardware in the healthcare industry and I'm trying to figure out how to build an actual CS function.
I have a team of Customer Success Managers currently floating between accounts, doing some proactive adoption/optimization work, but are mostly reactive based on escalations from Account Management and Customer Support. We have a number of customer-facing teams, including Sales, Account/Relationship Managers, Implementation Project Managers, Customer Trainers, Accounts Receivable, each responsible for a piece of the customer lifecycle, but I don't think anyone truly owns adoption, outcomes, retention, or the overall customer experience. We also don't have easily accessible metrics or usage data, nor do we have any handoff between Sales and Service. I also don't know who owns the renewal process.
So, my question is, from people that have been in my shoes before, where did you start or where do you wish you started? And are there resources out there that were really beneficial to you in learning about Customer Success frameworks and in general?
Any feedback is very appreciated!