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“The dimensions impacting your team’s structure the most, and the ones you must most carefully consider include: The maturity of the market: the less mature the market (read: the more unique your product category is), the more evangelizers you need, as opposed to the next point: The maturity of your product: the less mature the product, the more hand-holding the customer needs. The maturity of your deployment process: the easier it is for the customer to get on-boarded and become self-sufficient, the more streamlined your organization can be (fewer roles, less complexity and fewer people touching the customer). The size of your customer base: the more customers you have to manage, the more important it is to move quickly towards automating activities in order to control costs. The extent of the Land-and-Expand strategy: the more potential for expansion there is with your customers, the more involved you want to be with them over time and the more quickly you would want to move commercial responsibilities over from Sales to the Customer Success organization.”
― Guy Nirpaz, Farm Don't Hunt: The Definitive Guide to Customer Success