In most SaaS organizations, customer-driven development is the norm—74% of leaders report that the majority income now comes from current prospects. That makes post-sale roles the engine of topline efficiency.
Under is a sensible overview of the important thing roles in buyer success—what they do, the duties tied to NRR and GRR, and U.S. wage figures.
Chief Buyer Officer
Job description
The CCO position is now a well-established position. The CCO gives an enterprise-wide view of the shopper and units technique to maximise acquisition, retention, growth, and profitability. CCOs set the imaginative and prescient, technique, funds, and KPIs for the shopper group; construct and scale the staff and management bench; accomplice with product, gross sales, advertising, and expertise to execute development plans, and oversee digital/tech-touch applications, buyer training, and worth/ROI instrumentation.
Obligations
- Co-own NRR targets with Gross sales/AM per GTM design; renewal possession varies by phase.
- Construct worthwhile buyer experiences targeted on prioritization, retention, loyalty, satisfaction, and lifecycle enhancements.
- Create a customer-centric tradition with clear journey governance and cross-functional accountability.
- Drive change with information and AI: remodel the shopper expertise at scale, improve effectivity, and persistently develop income.
- Outline working cadences and management growth applications; coach front-line leaders; and set measurable KPIs for onboarding, adoption, renewals, and advocacy.
Wage
Compensation varies broadly by measurement/stage and fairness combine.
- Glassdoor (avg. base ~$455K): Chief Buyer Officer wage.
- PayScale (avg. base ~$180K): Chief Buyer Officer wage.
Buyer Success Director or Vice President
Job description
A vp or director of buyer success usually stories to the CCO (or CEO) and units technique throughout onboarding, adoption, advocacy, renewals, and growth applications. They construct, coach, and scale high-performing CSM groups; standardize core processes (onboarding checkpoints, QBR/worth evaluations, renewal playbooks); and implement working cadences aligned to GRR/NRR targets. Additionally they arise digital/tech-touch applications, instrument worth/ROI, and accomplice intently with buyer success and income operations.
Obligations
- Ship outcomes: renewals, expansions, and NRR.
- Outline and optimize the shopper lifecycle (journey mapping, playbooks, GRR & NRR dashboards).
- Personal the CS tech stack (e.g., ChurnZero + CRM + product analytics); and use AI to extend personalization and influence.
- Forecast renewals and expansions; monitor well being scoring, renewal pipeline, and growth indicators; and act as the manager escalation level for advanced buyer challenges.
- Drive cross-functional initiatives with implementation, gross sales, product, advertising, and assist to take away friction and enhance adoption and time-to-value.
- Encourage a customer-centric strategy all through the group and function a liaison between departments, representing the most effective pursuits of consumers.
Wage
Compensation varies broadly by measurement/stage and fairness combine.
- Glassdoor (avg. ~$304K): VP of Buyer Success wage.
- Glassdoor (avg. ~$219K): Director of Buyer Success wage.
Buyer Success Supervisor
Job description
The CSM ensures prospects understand measurable worth out of your product. Fashionable CSMs mix relationship abilities with product fluency, information literacy, and enterprise acumen. They drive adoption, show ROI, floor growth indicators, execute standardized success processes (onboarding milestones, worth evaluations, renewal playbooks), and suggest course of enhancements that improve staff effectivity and buyer outcomes.
Obligations
- Set up belief, set desired outcomes, and handle change to speed up time-to-value.
- Prioritize portfolios with well being scores, product telemetry, and danger/alternative indicators.
- Orchestrate worth evaluations, advocacy, and growth referrals.
- Use AI assistants and automation to construct and drive buyer journeys and success plans, and decide general account well being.
- Seize structured product suggestions from buyer conversations and coordinate with implementation, gross sales, product, and advertising groups to resolve blockers and advance outcomes.
- Talk with the shopper to ascertain rapport, determine buyer expectations, and facilitate change administration to drive product adoption and renewals.
- Drive buyer advocacy within the type of references, referrals, and case research.
Wage
- Wage.com (avg ~$114K): Buyer success supervisor wage.
- PayScale (avg ~$77.9K): Buyer success supervisor wage.
Buyer Success Operations Supervisor
Job description
The CS Ops Supervisor drives effectivity and effectiveness for the CS org by standardizing working procedures (onboarding templates, QBRs, renewal phases, well being scoring standards) and publishing stories that leaders use for correct GRR/NRR forecasting and capability planning. Backgrounds usually embrace RevOps/analytics; CS area data is more and more most popular for health-modeling and lifecycle orchestration.
Obligations
- Personal buyer information/analytics (segmentation, adoption, NPS/VOC, forecasting).
- Construct lifecycle playbooks and automation (digital contact, in-app guides, triggered outreach).
- Handle the CS tech stack and information governance; accomplice with RevOps on pipeline→post-sale alignment.
- Lead health-score modernization and AI tooling governance.
- Preserve a efficiency dashboard for the CS org; doc processes and drive steady enchancment to scale effectively.
Wage
- Glassdoor (avg. ~$148K): Buyer Success Operations Supervisor wage.
Implementation or Onboarding Supervisor
Job description
Answerable for guiding prospects from contract to go-live, translating objectives into configuration, coordinating integrations, and enabling early worth. Measured on time-to-value (TTV), implementation NPS/CSAT, and handoff high quality to CSM. Sometimes leads a blended staff of configuration and information specialists; balances hands-on challenge management with course of innovation to assist advanced launches at scale.
Obligations
- Personal plan-to-launch supply (challenge plan, integrations, migration).
- Translate technical necessities for non-technical stakeholders.
- Outline and doc greatest practices for onboarding, configuration, and information setup.
- Coordinate inside groups and handle timelines/dangers.
- Ship coaching and buyer training for self-sufficiency.
- Use implementation analytics to foretell danger; automate steps with in-app guides.
- Monitor implementation KPIs (TTV, CSAT, first-year GRR) and run post-launch retrospectives to drive steady enchancment.
Wage
- Glassdoor (avg. ~$120K): Implementation Supervisor wage.
Buyer Enablement
Job description
Builds and scales applications that speed up onboarding, enhance activation/time-to-value, deepen product abilities, and mobilize advocates (training, certifications, neighborhood). Owns tutorial design and program manufacturing; operates the LMS; and creates in-product training suited to non-technical audiences.
Obligations
- Design training curriculum and certification paths; run webinars, workplace hours, and in-app steerage.
- Function neighborhood applications; supply champions and references; measure participation and influence on NRR.
- Companion with CS Ops to instrument activation/TTV and with product/assist to shut data gaps.
Wage
- Glassdoor (avg. ~$168K): Buyer Enablement Supervisor wage.
Searching for a brand new position in Buyer Success? Try the ChurnZero careers web page, as we’re at all times searching for expertise.
The put up CS Profession Information: Buyer Success Job Titles, Descriptions, & Salaries appeared first on ChurnZero.
