Why Titles Matter In Customer Success

Date: November 9th, 2023 at 11am CST
Speaker: Parul Bhandari, Ergonomist and Customer Success Leader
Topic: Why Titles Matter In Customer Success
Customer Success Manager, Specialist, Coordinator, CX Consultant, Onboarding Specialist. If you have been on a CS team in the past 10 years, you have heard them all - titles we give our team members or have held. But these titles are not just about a salary, job band, or level in your company - rather, they set the tone for how Customer Success is set up in your organization. I learned this the hard way, by doing it wrong. And I vowed to be deliberate about every title I created in the future.
Titles not only set up your team for internal success, but also external success - and yes, being externally marketable makes your team more scalable when the need comes, and when you need to source talent. It makes your team a team which is leveled appropriately in the organization and marketplace. And it is frankly, the right thing to do.
About Parul: Parul is a mother, wife, speaker, Ergonomist and Customer Success leader. She lives in Chicago. Parul's career began as an Ergonomics Consultant and transitioned through a short time in HR, before pausing again in Tech & specifically Customer Success (CS). Parul launched her first CS team in 2016, reorganized a few teams since, and continues to work with start-ups to mentor, launch and build CS teams today.