86% of Customer Success Employees Are Looking to Switch Jobs in the Next 6 Months

MUNICH, BAVARIA / ACCESSWIRE / February 24, 2023 / Custify: After The Great Resignation, the business sector worldwide is attempting to understand employees’ newfound focus on work-life balance and appropriate job support. To study the issue more in-depth, Custify, a leading customer success platform, has released an industry report on Quiet Quitting in Customer Success.

The report is compiled from a survey conducted by the Custify team in January 2023, which surveyed 574 professionals from various job roles, experience levels, and company sizes, all within the customer success field. Respondents were mainly from North America, Europe, and the Middle East.

The survey also features in-depth analyses and special contributions from leaders in customer success, including Mohammed Alqaq, Rachel Provan, Shawn Riedel, Lauren Locke-Paddon, and Mikael Blaisdell.

A Troubling Perspective into the Realities of Customer Success Teams

The report findings show that 69% of customer success teams have quiet quitters. This number shows that customer success managers (CSMs) lack company support and resources.

Irina Vatafu, Head of Customer Success at Custify, commented on the survey’s results, stating:

“By ‘quiet quitting’ or flat-out resigning, the labor force is sending a clear message about its priorities and expectations. What this survey proves is that CSMs need resources and support to succeed in their roles. If companies understand the importance of work-life balance along with supplying the proper tools and training, everyone will be successful.”

Other Key Findings:

• Nearly 62% of CS employees that have quiet quit cite “unclear or mismatched expectations”.
• 48% would stop quiet quitting if they had better management support, while 40% would stop only if they had a better career plan and better compensation.
• 56.3% of CS/CX personnel who answered state that customer support is part of their general responsibilities.
• Almost 53% of CS personnel from North America are actively looking to switch jobs in the next 6 months, while another 32.7% are open to a change. On average, less than a third of CS staff is secure and has no intention of leaving the company.
• CS employees from Europe are 57% more likely to stay with their current employer, compared to their peers in NA.

Financial Difficulties and Personnel Changes Add to the Issue of Job Stability

The report found that while many companies were implementing hiring freezes and layoffs, quiet quitting is not simply an issue for downsizing companies, but a sign of deeper problems within the respective organizations, with layoffs only adding to the stress and workload of the CSMs left behind.

Philipp Wolf, Founder & CEO of Custify, gave his perspective on the personnel changes:

“Customer Success seems to be a prime target for layoffs, unfortunately. Although the role of CS is even more important in tough times, as protecting revenue should be paramount, I’ve seen CSMs often get the first boot. This stems from the fact that many companies still view this department as a catch-all customer service. If customer success is seen as a cost center, the company will never commit the resources required to optimize growth and retention”

The Mismatched Perceptions and Expectations of Customer Success

The issue of how customer success is seen in an organization is one that has dominated the CS landscape since its inception. The survey shows that even today, many businesses still look at CS as a cost center, just like support.

Those interested in downloading the report can do so here: https://www.custify.com/blog/2023-quiet-quitting-employee-satisfaction-customer-success-study/

Custify Press Kit: https://www.custify.com/press

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About Custify

Custify helps SaaS businesses better meet customers’ needs, reduce churn, and increase lifetime value. Aside from usage insights, their software automatically collects data from different systems like support, billing, CRM and presents all relevant customer success KPIs in an easy-to-understand dashboard. For low-touch workflows, it has a sophisticated automation engine that’s been shown to reduce the average CSM workload by up to 50%.

© CUSTIFY SRL 2023

Press Contacts:

Victor Antiu
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SOURCE: Custify SRL