Structuring and Scaling a Post-Sales Org

Rod Cherkas is the CEO of HelloCCO, a consulting firm that partners with Chief Customer Officers and their leaders to develop, execute and scale their post-sale functions. He previously led post-sale organizations at Gainsight, Marketo, RingCentral and Narvar. In this guide, he outlines the responsibilities and typical growth paths of post-sales functions including services, customer success, support, customer education, customer operations, and partner success.

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Questions covered in this guide:

What should the primary objectives of post-sales teams be?

What are the different teams within the post-sales org?

How do the ideal post-sales leader and team shift as the company scales?

When should you charge for services or implementation?

When would you leverage a partner or a partner network?

How do you identify strong partners and ensure a consistently good customer experience?

What system(s) of record should you use for post-sales tracking? What other tools are in the tech stack?

What are the most important pieces to get right?

What are the common pitfalls?

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