{"id":215,"date":"2025-05-27T18:38:29","date_gmt":"2025-05-27T16:38:29","guid":{"rendered":"http:\/\/customersuccess.eu\/?page_id=215"},"modified":"2025-05-31T22:54:59","modified_gmt":"2025-05-31T20:54:59","slug":"erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen","status":"publish","type":"page","link":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/","title":{"rendered":"Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen"},"content":{"rendered":"\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-fe48e5de wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-text-color has-link-color wp-element-button\" href=\"https:\/\/survey.fh-vie.ac.at\/index.php\/334145?lang=de\" style=\"color:#f2ff00\" target=\"_blank\" rel=\"noreferrer noopener\">Link zur Umfrage<\/a><\/div>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-text-color has-link-color wp-element-button\" href=\"https:\/\/survey.fh-vie.ac.at\/index.php\/334145?lang=en\" style=\"color:#f2ff00\" target=\"_blank\" rel=\"noreferrer noopener\">Link to Survey<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><sup><a href=\"https:\/\/customersuccess.eu\/?page_id=215#english\">English version below<\/a><\/sup><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Unter diesem Titel erstelle ich aktuell meine Masterarbeit an der Fachhochschule des BFi Wien <br>(Stand: 27.05.2025). <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Es gibt wissenschaftlich fundierte Definitionen, wie Customer Success Management (CS Mgmt) in Unternehmen eingesetzt werden <em>sollte<\/em>. Alle mir bekannten entstanden durch Top-Down-Ans\u00e4tze, das hei\u00dft: Die Unternehmensleitung oder Bereichsleitung beschreibt, wie Customer Success als strategische Funktion im Unternehmen seinen Platz finden soll. Eine Abbildung der Realit\u00e4t ergibt dies aus meiner Sicht noch nicht. Daf\u00fcr spricht auch die folgende Aussage einer Customer Success Manager*in (CSM), die ich in einem meiner ersten Frageb\u00f6gen fand:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-default is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"has-text-color has-link-color wp-elements-1 wp-block-paragraph\" style=\"color:#0b5c82;text-transform:uppercase\"><strong>&#8222;Die Rolle des CSM ist in jeder Firma oftmals und dazu schwammig definiert. Deshalb werden CSMs oft f\u00fcr Aufgaben herangezogen, die klassisch au\u00dferhalb des Scopes liegen. Sales und AE benutzen CSMs gern als Assistent\/-innen.&#8220;<\/strong> (Quelle: Anonym)<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Diese Aussage best\u00e4tigt meinen Wunsch, CSMs selbst zu befragen, wie sie denn im Rahmen ihrer Vorgaben ihre Aufgaben durchf\u00fchren. Welche Aufgaben sie durchf\u00fchren. Wof\u00fcr sie Verantwortung \u00fcbernehmen. Und welche Schwerpunktthemen bei ihnen liegen, um ihr ultimatives Ziel zu erreichen, n\u00e4mlich ihr Kundenportfolio sicher ins nachfolgende Jahr zu bringen ohne Churn.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Allerdings geht es nicht ohne die Unterst\u00fctzung der Customer Success Community!<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Wenn Sie also in einem B2B-SaaS-Unternehmen arbeiten, Customer Success Manager*in in Ihrer Rollenbeschreibung steht und Sie f\u00fcnf Minuten f\u00fcr die Beantwortung meiner Fragen er\u00fcbrigen k\u00f6nnen, dann w\u00fcrde ich mich \u00fcber Ihre Teilnahme freuen. Die Teilnahme ist anonym, die Ergebnisse werden im Anschluss ver\u00f6ffentlicht, jede Aussage z\u00e4hlt.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Jetzt den Button &#8222;Link zur Umfrage&#8220; am Kopf dieser Seite klicken.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"english\"><strong>Customer success management as a success factor in B2B SaaS customer organisations<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This is the title of my master&#8217;s thesis at the University of Applied Sciences BFi Vienna (as at 27\/05\/2025).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There are scientifically sound definitions of how Customer Success Management (CS Mgmt) <em>should <\/em>be implemented in companies. All of them that I am aware of are based on top-down approaches, i.e. the company management or divisional management describes how customer success should be positioned as a strategic function within the company. In my view, this does not yet reflect reality. The following statement by a Customer Success Manager (CSM), which I found in one of my first questionnaires, also speaks in favour of this:<\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-2 wp-block-paragraph\" style=\"color:#0b5c82;font-style:normal;font-weight:800;text-transform:uppercase\"><strong>\u2018The role of the CSM is often defined in every company, and vaguely at that. That&#8217;s why CSMs are often used for tasks that are traditionally outside the scope. Sales and AEs like to use CSMs as assistants.\u2019 (Source: Anonymous)<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This statement confirms my desire to ask CSMs themselves how they carry out their tasks within the scope of their specifications. What tasks they carry out. What they take responsibility for. And which topics they focus on in order to achieve their ultimate goal, namely to bring their customer portfolio safely into the following year without churn.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>However, this is not possible without the support of the Customer Success Community!<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">So if you work in a B2B SaaS company, Customer Success Manager is in your role description and you can spare five minutes to answer my questions, then I would be delighted to have you take part. Participation is anonymous, the results will be published afterwards, every statement counts.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-fe48e5de wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-text-color has-link-color wp-element-button\" href=\"https:\/\/survey.fh-vie.ac.at\/index.php\/334145?lang=de\" style=\"color:#f2ff00\" target=\"_blank\" rel=\"noreferrer noopener\">Link zur Umfrage<\/a><\/div>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-text-color has-link-color wp-element-button\" href=\"https:\/\/survey.fh-vie.ac.at\/index.php\/334145?lang=en\" style=\"color:#f2ff00\" target=\"_blank\" rel=\"noreferrer noopener\">Link to Survey<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>English version below Unter diesem Titel erstelle ich aktuell meine Masterarbeit an der Fachhochschule des BFi Wien (Stand: 27.05.2025). Es gibt wissenschaftlich fundierte Definitionen, wie Customer Success Management (CS Mgmt) in Unternehmen eingesetzt werden sollte. Alle mir bekannten entstanden durch Top-Down-Ans\u00e4tze, das hei\u00dft: Die Unternehmensleitung oder Bereichsleitung beschreibt, wie Customer Success als strategische Funktion im [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":216,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-215","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen - customersuccess.eu<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen - customersuccess.eu\" \/>\n<meta property=\"og:description\" content=\"English version below Unter diesem Titel erstelle ich aktuell meine Masterarbeit an der Fachhochschule des BFi Wien (Stand: 27.05.2025). Es gibt wissenschaftlich fundierte Definitionen, wie Customer Success Management (CS Mgmt) in Unternehmen eingesetzt werden sollte. Alle mir bekannten entstanden durch Top-Down-Ans\u00e4tze, das hei\u00dft: Die Unternehmensleitung oder Bereichsleitung beschreibt, wie Customer Success als strategische Funktion im [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/\" \/>\n<meta property=\"og:site_name\" content=\"customersuccess.eu\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-31T20:54:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customersuccess.eu\/wp-content\/uploads\/2025\/05\/Screenshot-2025-05-27-175543.png\" \/>\n\t<meta property=\"og:image:width\" content=\"768\" \/>\n\t<meta property=\"og:image:height\" content=\"492\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Gesch\u00e4tzte Lesezeit\" \/>\n\t<meta name=\"twitter:data1\" content=\"3\u00a0Minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/index.php\\\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\\\/\",\"url\":\"https:\\\/\\\/customersuccess.eu\\\/index.php\\\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\\\/\",\"name\":\"Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen - customersuccess.eu\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/index.php\\\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/index.php\\\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/customersuccess.eu\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/Screenshot-2025-05-27-175543.png\",\"datePublished\":\"2025-05-27T16:38:29+00:00\",\"dateModified\":\"2025-05-31T20:54:59+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/index.php\\\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\\\/#breadcrumb\"},\"inLanguage\":\"de\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/customersuccess.eu\\\/index.php\\\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"de\",\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/index.php\\\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\\\/#primaryimage\",\"url\":\"https:\\\/\\\/customersuccess.eu\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/Screenshot-2025-05-27-175543.png\",\"contentUrl\":\"https:\\\/\\\/customersuccess.eu\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/Screenshot-2025-05-27-175543.png\",\"width\":768,\"height\":492},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/index.php\\\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Startseite\",\"item\":\"https:\\\/\\\/customersuccess.eu\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/#website\",\"url\":\"https:\\\/\\\/customersuccess.eu\\\/\",\"name\":\"customersuccess.eu\",\"description\":\"Rund um die Geheimnisse des Customer Success Managements\",\"publisher\":{\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/customersuccess.eu\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"de\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/#organization\",\"name\":\"customersuccess.eu\",\"url\":\"https:\\\/\\\/customersuccess.eu\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"de\",\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/customersuccess.eu\\\/wp-content\\\/uploads\\\/2024\\\/05\\\/cropped-Customer-Success.eu_.png\",\"contentUrl\":\"https:\\\/\\\/customersuccess.eu\\\/wp-content\\\/uploads\\\/2024\\\/05\\\/cropped-Customer-Success.eu_.png\",\"width\":415,\"height\":229,\"caption\":\"customersuccess.eu\"},\"image\":{\"@id\":\"https:\\\/\\\/customersuccess.eu\\\/#\\\/schema\\\/logo\\\/image\\\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen - customersuccess.eu","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/","og_locale":"de_DE","og_type":"article","og_title":"Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen - customersuccess.eu","og_description":"English version below Unter diesem Titel erstelle ich aktuell meine Masterarbeit an der Fachhochschule des BFi Wien (Stand: 27.05.2025). Es gibt wissenschaftlich fundierte Definitionen, wie Customer Success Management (CS Mgmt) in Unternehmen eingesetzt werden sollte. Alle mir bekannten entstanden durch Top-Down-Ans\u00e4tze, das hei\u00dft: Die Unternehmensleitung oder Bereichsleitung beschreibt, wie Customer Success als strategische Funktion im [&hellip;]","og_url":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/","og_site_name":"customersuccess.eu","article_modified_time":"2025-05-31T20:54:59+00:00","og_image":[{"width":768,"height":492,"url":"https:\/\/customersuccess.eu\/wp-content\/uploads\/2025\/05\/Screenshot-2025-05-27-175543.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_misc":{"Gesch\u00e4tzte Lesezeit":"3\u00a0Minuten"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/","url":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/","name":"Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen - customersuccess.eu","isPartOf":{"@id":"https:\/\/customersuccess.eu\/#website"},"primaryImageOfPage":{"@id":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/#primaryimage"},"image":{"@id":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/#primaryimage"},"thumbnailUrl":"https:\/\/customersuccess.eu\/wp-content\/uploads\/2025\/05\/Screenshot-2025-05-27-175543.png","datePublished":"2025-05-27T16:38:29+00:00","dateModified":"2025-05-31T20:54:59+00:00","breadcrumb":{"@id":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/#breadcrumb"},"inLanguage":"de","potentialAction":[{"@type":"ReadAction","target":["https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/"]}]},{"@type":"ImageObject","inLanguage":"de","@id":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/#primaryimage","url":"https:\/\/customersuccess.eu\/wp-content\/uploads\/2025\/05\/Screenshot-2025-05-27-175543.png","contentUrl":"https:\/\/customersuccess.eu\/wp-content\/uploads\/2025\/05\/Screenshot-2025-05-27-175543.png","width":768,"height":492},{"@type":"BreadcrumbList","@id":"https:\/\/customersuccess.eu\/index.php\/erfolgsfaktor-customer-success-management-in-b2b-saas-kundenorganisationen\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Startseite","item":"https:\/\/customersuccess.eu\/"},{"@type":"ListItem","position":2,"name":"Erfolgsfaktor Customer Success Management in B2B-SaaS-Kundenorganisationen"}]},{"@type":"WebSite","@id":"https:\/\/customersuccess.eu\/#website","url":"https:\/\/customersuccess.eu\/","name":"customersuccess.eu","description":"Rund um die Geheimnisse des Customer Success Managements","publisher":{"@id":"https:\/\/customersuccess.eu\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/customersuccess.eu\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"de"},{"@type":"Organization","@id":"https:\/\/customersuccess.eu\/#organization","name":"customersuccess.eu","url":"https:\/\/customersuccess.eu\/","logo":{"@type":"ImageObject","inLanguage":"de","@id":"https:\/\/customersuccess.eu\/#\/schema\/logo\/image\/","url":"https:\/\/customersuccess.eu\/wp-content\/uploads\/2024\/05\/cropped-Customer-Success.eu_.png","contentUrl":"https:\/\/customersuccess.eu\/wp-content\/uploads\/2024\/05\/cropped-Customer-Success.eu_.png","width":415,"height":229,"caption":"customersuccess.eu"},"image":{"@id":"https:\/\/customersuccess.eu\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/pages\/215","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/comments?post=215"}],"version-history":[{"count":10,"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/pages\/215\/revisions"}],"predecessor-version":[{"id":281,"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/pages\/215\/revisions\/281"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/media\/216"}],"wp:attachment":[{"href":"https:\/\/customersuccess.eu\/index.php\/wp-json\/wp\/v2\/media?parent=215"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}