You have a complex product/service, with very diverse application scenarios.
=> Customer adoption is hindered by this complexity.
=> Customer is not getting value
=> Customer is angry and stops paying
You hire a person who is familiar with the applications of your technology. He talks to customers to figure out what they want to do, how they plan to achieve it, what the hurdles. He helps them. Writes best practices, implementation plans, helps marketing to position and sales to close.
It turns out so good that you hire many such people, who specialize in particular customer segments. Those people need management.
You need Director of customer success.
It's something between account manager/service/marketing.
You have a complex product/service, with very diverse application scenarios. => Customer adoption is hindered by this complexity. => Customer is not getting value => Customer is angry and stops paying
You hire a person who is familiar with the applications of your technology. He talks to customers to figure out what they want to do, how they plan to achieve it, what the hurdles. He helps them. Writes best practices, implementation plans, helps marketing to position and sales to close.
It turns out so good that you hire many such people, who specialize in particular customer segments. Those people need management.
You need Director of customer success.
It's something between account manager/service/marketing.