How do you break down shared responsibilities and KPIs between customer success and sales?

It's important for Customer Success and Sales to share incentives around customer growth. Too often folks think about customer retention and customer growth as two mutually exclusive things. The fac

In my opinion, this really depends on your internal org structure and who owns renewal and growth. But, if I could design something from scratch and do it at any company, it would mirror exactly what

This is one of the top questions I get about Customer Success! When breaking down responsibilities I try to consider what the best experience for the customer will be and ensure I align the responsibi

I dont' disagree with this structure, but would argue that if CS is not also driving net-new revenue (and compensated accordingly), you will always have a Finance team who annually asks the question:

Relationships with your customer are key to understanding what success means for them. You can not believe that only one department or just one person is getting value from your product. So you need