Shona Fenner

Well... does your team use repeatable processes? Do you send customer communication campaigns? Do you need better customer insights or to start determining the "health" of your customers? If yes, then CS Ops can help! Having CS Ops report into RevOps helps keep the intricacies of your customer journey a part of Sales and Marketing initiatives, and it ensures collaboration when dealing with your most valuable resource - customers! Depending on your industry and business, the timing for adding this role/function can vary. High volume of low-paying customers? Then add CS Ops to the mix early and focus on a digital-led (or digital-only) customer experience. In that case, much of the strategy and iterative development of your automations, processes, and messaging would be handled by CS Ops. 

Not to be overly generalistic, but is the reporting on lost renewal reasons clear and accessible? If not, that's not helping the blame game. We're all human, and without data to guide our understanding and foster alignment on changes to features, processes, or pricing structure, we'll react assumptively. 

Treat CX and any CS software like a product! Build and maintain a product roadmap and share it often, gather feedback actively, groom your backlog of tasks and ideas, and use shared objectives to drive initiatives coming from RevOps and CS leadership. CS will see their needs and wants on that roadmap, but with an clear understanding of what may come first (and why), CS will also see RevOps solving problems before they hurt CS (which is literally magic).