Customer Success Compensation Report
Customer Success compensation should be fair and transparent. That’s why we asked hundreds of folks in the Customer Success industry what they were earning, and what companies were doing to keep them around. Does your compensation stack up? Only one way to find out:
Love don’t cost a thing,
but great CS does. 💙
Companies say they value Customer Success, but do they actually put their money where their mouth is? We’d like to know that, too. So we asked you, the CS community, to help shed some light on this topic and figure out whether or not people in our industry are being compensated properly for their efforts.
Who we polled
We worked with Thrive Network to poll hundreds of Customer Success professionals from multiple industries, covering different age groups, genders, roles, and levels of experience.
Topic 1: Customer Success Manager salaries
A roughly equal percentage of surveyed men and women earn the same salaries up until the $50,000 to $74,999 salary band.
Pay levels start to diverge past the $75,000 line, however. Around 37% of men surveyed earn greater than $100,000 compared to only 24% of women in the same role. These results are especially concerning when you consider the gender distribution of roles.
Topic 2: Bad-fit Customers
One of our key discoveries is that there are far more women among the Customer Success professionals than men. According to our survey data, women outnumbered men in nearly every single role in Customer Success, from junior positions to executive level.
In the Customer Success Manager role, for instance, only 33.68% are men while 65.79% are women out of nearly two hundred respondents. And yet, according to the previous slide, women are being paid less.
Topic 3: Owning Upsells
Of those surveyed that have received a raise in the past 12 months, most (49%) are able to secure a raise within 2 years of working in their organization. 15% of respondents who received a raise had to wait more than 4 years in their current organization before receiving any salary updates, with some even having to wait more than 10 years.
Bear in mind that these figures include both those who asked for a raise, and those who didn’t, but were given one anyway.
Topic 4: Clawbacks
We always say that we’re going to leave if the pay isn’t good, but how many of us are actually doing something about it?
As it turns out, quite a few of us. Over 60% of respondents who are unsatisfied with their pay are either actively looking for new roles or plan to look in the next year. Only 11% of people in this group are willing to stay.
When the situations are reversed and people are satisfied with their pay, only 12% are actively job hunting while 54% aren’t looking at all.
What do YOU think?
How does your pay compare to others? Are you one of the throng, or are you an edge case? Do you feel like your role is properly represented? Let us know by filling out the same survey. We’ll use the same answers to update this page on a regular basis.
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