Post-Sales Leadership: Why Traditional Models Are Failing SaaS
As we approach 2025, the landscape of post-sales leadership is undergoing a seismic shift. According to ChurnZero's 2024 Customer Success Leadership Study, only 44% of Customer Success (CS) teams reported being compensated for expansions in 2024—down from 57% in 2023. This declining trend signals a critical need for transformation in how we approach post-sales leadership.
Summary: Key Takeaways
Traditional post-sales leadership models are struggling to keep pace with modern SaaS demands. Misaligned structures, outdated metrics, and insufficient authority are some of the key gaps organisations must address. Elevating CS leadership, adopting modern frameworks, and optimising resources can drive customer value, improve team satisfaction, and fuel sustainable growth. Here’s how we can close the gap.
The Current State of Post-Sales Leadership
The customer success platform market is projected to reach $31 billion by 2026, according to Custify’s SaaS Trends, and nearly 70% of organisations have integrated advanced technologies into their post-sales strategies. Yet, despite these advancements, traditional leadership models are failing to meet the evolving expectations of customers. For example, only 37% of CS leaders report having a seat at the executive table. This disparity highlights a fundamental need for change.
The Leadership Evolution Gap
In my work with SuccessNavigator, I’ve observed three recurring issues that undermine the effectiveness of post-sales leadership:
Many CS teams still work in silos, disconnected from broader business strategy. Leadership frameworks often lack mechanisms for cross-functional collaboration, and resources are frequently misallocated. It’s no surprise that 72% of CS leaders cite resource allocation as a major challenge. Similarly, outdated success metrics remain a stumbling block. Organisations too often rely on reactive measures like customer health scores that lack predictive capabilities, with only 23% effectively measuring customer outcomes, as highlighted in Vitally’s Customer Success Trends. This reliance on lagging indicators hampers proactive decision-making.
Finally, insufficient strategic authority is another barrier. Budget constraints stifle innovation, short-term thinking derails initiatives, and fewer than 40% of CS leaders have direct input into product roadmaps, a concern outlined in Gainsight’s State of CS. These factors collectively hinder the potential impact of post-sales leadership.
The Path Forward: Transforming Post-Sales Leadership
To thrive in 2025 and beyond, SaaS organisations need to rethink their approach to post-sales leadership. Here’s what that transformation could look like:
Customer Success should be a core part of your company’s strategy. This starts with giving CS leaders a seat at the executive table and integrating their insights across the organisation. Proactive decision-making frameworks and mechanisms for cross-functional alignment are essential.
Leadership needs to evolve. Data-driven, predictive models should guide decision-making, while balanced scorecards can provide a more comprehensive view of customer outcomes, as suggested in Gartner CS Leadership Insights. Clear career progression pathways and a culture of continuous learning will drive engagement within CS teams.
Resource allocation must align with strategic importance. Investments in leadership development, scalable processes, and robust change management strategies ensure teams are equipped to handle growth and adapt to new challenges.
The Impact on Your Business
Organisations that embrace these changes often see transformative results. Higher customer lifetime value, improved team retention, more predictable revenue growth, and stronger market positioning are just a few of the benefits. Enhanced reputation and customer advocacy naturally follow these improvements, as seen in trends highlighted by Salesforce’s Customer Success State.
How I Can Help
At SuccessNavigator, I work with organisations to navigate this transformation through tailored strategies and actionable plans. I help assess current leadership structures, identify opportunities for improvement, and guide the development of predictive success metrics and cross-functional alignment strategies. With my support, you can build sustainable growth strategies and adapt effectively to evolving customer demands.
If your post-sales leadership strategy needs a fresh approach, let’s start a conversation. Book a discovery call with me to assess your current post-sales approach, identify growth opportunities, and develop a roadmap for the future. Together, we can ensure your organisation is positioned to lead in 2025 and beyond.
Reach out to me, Michael Hosking, on LinkedIn to explore how we can work together to elevate your post-sales leadership strategy.
Reference Links
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