Gainsight Associate Director, Client outcomes • 5mo
Define CS vs. Sales ownership for expansions using a clear “identify vs. close” model, which helps scale expansion without creating channel conflict. Rules of Engagement: CS vs. Sales Customer Success owns expansion identification, not deal closure.CSMs surface expansion opportunities based on signals like product usage, customer outcomes, whitespace discovery, and stakeholder changes. These opportunities are formally logged as Customer Success Qualified Leads (CSQLs) using a standardized lead p ...Read More
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