SaaStr 635: CRO Confidential: How Customer-First Focus Drives Retention and Revenue With Brex GM of Startups Lucas Fox
The Official SaaStr Podcast: SaaS | Founders | Investors
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The Customer Success Function and Revenue Expansion
Initially, the priority was churn mitigation. But as a result of doing that we realize that one of the most effective ways to mitigate churn was to drive up selling. So eventually we split out the team when we cross kind of like 3040 people. We had one team of customer success reps that only focused on churn and they were sort of like the main point of contact with the customers. And whenever an opportunity came to sell a new product, or to increase the overall with an existing product, we would loop in a client sales rep. The client sales rep were what was focused only on upsell and cross sell; both functions were still under the same leader.
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