In this episode of Mostly Growth, the number one podcast in product monetization, CJ and Kyle unpack one of the most confusing functions in SaaS: customer success. Based on a survey of 132 GTM leaders, they break down how CS teams are staffed, compensated, and structured — and why 93% of companies still aren’t confident they’ve gotten the model right. From P&L placement to comp plans to expansion ownership, they explore whether customer success is actually driving revenue or just absorbing budget.

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SPONSORS:

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LINKS:

Mostly Metrics: https://www.mostlymetrics.com

CJ on LinkedIn: https://www.linkedin.com/in/cj-gustafson-13140948/

Growth Unhinged: https://www.growthunhinged.com/

Kyle on LinkedIn: https://www.linkedin.com/in/kyle-poyar/

Slacker Stuff: https://www.slackerstuff.com/
Ben on LinkedIn: https://www.linkedin.com/in/slackerstuff/

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TIMESTAMPS:

0:00 Intro banter

3:24 CS team size benchmarks

5:13 93% lack confidence in their CS model

93% of Companies Aren’t Confident in Their Customer Success Model

Mostly Growth