Customer Success is the third department at Verseo – after SEO and New Sales – that we decided to scrutinize in terms of commissions. Before we get to the nitty-gritty, a few words about its organization, tasks, and – last but not least – its boss!
Tasks of the Customer Success department
Anyone who closely follows Verseo's history knows that there was once essentially a single department, whose members were both salespeople and Ads specialists. This structure laid the foundation for the creation of the Business Development department, bringing together the longest-serving specialists. Two and a half years ago, a major organizational change occurred, creating two new departments – one dedicated strictly to sales (New Sales), and the other to broadly defined customer service and campaign management. The latter is Customer Success, whose primary responsibility is managing advertising across Google Ads , Facebook Ads , TikTok Ads , and other channels. In addition, they handle daily customer contact, reporting, and the expansion of advertising to new channels as the situation warrants.
The fact that the specialist not only runs campaigns but is also in constant contact with the client means that the Customer Success department actually influences the client's business success and is responsible for its development.
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Organization of the Customer Success department
At the start, most people in the Customer Success department lack experience in the online marketing industry . From our perspective, the ability to learn is crucial, both initially and later. At Verseo, the training process, gaining experience, and developing habits, is independent of previously acquired competencies and shared across the entire organization, ensuring the same work ethic and customer service standards throughout the entire career. We prioritize high-quality training, which not only allows for professional performance at Verseo but also impacts future career development.
We're not afraid to invest in ambitious people who can convince us of their ability to adapt to new conditions. After nine years in the market, we can confidently say that this is a key quality in any good specialist.
When you start working in the department, after completing a series of training sessions on products and company processes, you're assigned a mentor. A mentor in the Customer Success department not only provides technical guidance on specific aspects of advertising panels, but also provides advice on direct communication with customers. This model helps you gain confidence more smoothly and provides additional protection against mistakes.
However, we're not afraid of mistakes. We enjoy testing new hypotheses, finding solutions, and being proactive. However, we recognize that not every path leads to the intended goal. What's important about mistakes, however, is that they stem from activity and willingness, not inertia and inaction. The time to achieve full independence in the Customer Success department typically ranges from 2 to 4 months.
In the Customer Success Team Leader department, i.e. the person who primarily solves organizational, process and customer contact problems, is Monika Adamczyk.
Monika has been with us for two years. She's a true professional, a gifted organizer, and a fan of organizing processes so nothing is left to guesswork. She's a huge enthusiast of yoga, tropical vegetation, Celtic culture, and many other areas of life that people usually don't suspect. 🙂
Commissions in the CS department by position
Besides the Team Leader, the Customer Success department includes Specialists, Senior Specialists, and Managers. Naturally, the more experience in the budgets they manage, the higher their position. Budgets grow with competence, and commissions paid increase proportionally. We're talking about commissions because most people at Verseo work on a B2B basis. It looks like this:
*Data for September 2022
It's worth mentioning that Customer Success is a relatively young department that is still developing, so achieving its full potential and commission levels is still ahead of us! 🙂
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Summary and Conclusions
If you enjoy learning, have the ambition to become a professional in online advertising, and want to gain support from industry professionals, then don't wait – check out our job offers now!
Customer Success FAQs
The department's primary responsibility is to manage and optimize advertising campaigns (including those in the Google Ads, Facebook Ads, and TikTok Ads ecosystems). Specialists are also responsible for maintaining daily client relationships, reporting on results, and recommending and implementing new advertising channels.
The job begins with a series of intensive product and process training sessions. Furthermore, each new employee receives the support of a dedicated mentor, who helps them navigate the technical aspects of advertising panels and advises on direct client communication. Full independence in the role is typically achieved within two to four months.
The Customer Success team prioritizes proactivity, the pursuit of new solutions, and a culture of hypothesis testing. Making mistakes is fully accepted and treated as a natural part of learning, provided they stem from activity and willingness to act, not inertia and inaction.
The department has a clear development path and is divided into three main levels: Specialists, Senior Specialists, and Managers. A Team Leader oversees all processes, work organization, and problem-solving with clients.
Salaries in the Customer Success department are based on a system where remuneration increases with experience. Specialists' commissions are directly linked to their competencies and proportional to the size of the advertising budgets they manage. The standard form of settlement (commission payment) is B2B contracts.
Summary
The above article covers the following topics:
- The Customer Success department runs advertising campaigns, maintains daily contact with customers, reports results, and expands advertising into new channels.
- The organization is based on training independent of previous experience, a mentoring system and a culture of testing hypotheses without fear of error.
- The job structure is Specialists, Senior Specialists and Managers, and commissions increase in proportion to the budgets and competencies supported on a B2B basis.
- Customer Success is a young, growing department looking for ambitious people who want to learn online advertising with professional team support.
