Unchurned - The No. 1 podcast for Customer Success CS & BS: Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
There has been a long-standing cold war between Sales and CS.
This episode addresses the tiff.
The disconnect between the teams' expectations makes it challenging for organizations to prioritize the long-term health of the customer.
Hamish Stephenson, Founder & CEO of, Selr.io joins our hosts, Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to defuse the tension between the two teams by discussing whether
- CS needs to contribute to the sales process to improve customer retention and NRR
- CSMs need recognition and fair compensation in comparison to sales representatives
- Organisations need to learn to act upon the insights and recommendations by CSMs
- Companies can balance the focus on growth and retention
- A strong product can reduce the reliance on sales and customer success teams
- Companies need to strike a balance between short-term revenue targets and long-term customer health
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