The Official SaaStr Podcast: SaaS | Founders | Investors cover image

SaaStr 489: The Cutting Edge Techniques for Building Customer-Centric Support Teams with Abby Hammer, Chief Customer Officer at ChurnZero

The Official SaaStr Podcast: SaaS | Founders | Investors

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Is There a Purpose to Expanding the Customer Success Organization?

Some teams that ihave spoken to are experimenting with this idea of having some sort of s d r type function that reports into the success organization for the purpose of expansion. I think, again, it comes down to what expansion is for you. At some orgs, expansion is, hey, when you naturally need more users. That's very straight for it. Odds are you don't need an st r style person looking for that. Ah, if you have much more complex up cells or cross cells, i could see the value there. In fact, here it turned zero. May ask a question. How does this help with relationship building? Does it? Is it just kind o

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