Customer success career ladder
5 levels, from Support Specialist to Head of Customer Success. Each one is rated on the same 36 skills — what changes between the rungs is how good you have to be at each. A remote-first SaaS ladder from support specialist to head of customer success, covering technical support, onboarding, adoption, health scoring, retention and expansion.
- Level 1 of 5
Support Specialist
Resolves incoming support tickets to standard within a defined queue.
Read the job description - Level 2 of 5
Senior Support Specialist
Handles escalations and the toughest faults across the queue.
Read the job description - Level 3 of 5
Customer Success Manager
Owns a book of accounts through onboarding, health and QBRs.
Read the job description - Level 4 of 5
Team Lead, Customer Success
Coaches a pod and owns the accounts most at risk of churn.
Read the job description - Level 5 of 5
Head of Customer Success
Sets support and success strategy and owns retention company-wide.
Read the job description
- Support Operations 7 skills
- Onboarding 5 skills
- Account Growth 7 skills
- Customer Voice 3 skills
- Certifications 3 certifications
- Delivery 4 skills
- Craft 3 skills
- Communication 4 skills
- Leadership 3 skills
Import the whole ladder
One click adds Customer success to your org as a department: all 36 skills, with the mastery expected at each of your 5 career levels.