Unchurned - The No. 1 podcast for Customer Success
Redefining Compensation to Better Align CS Roles with Revenue Goals
Jan 17, 2025
The hosts dive into how companies are reinventing compensation models to better link customer success with revenue outcomes. They discuss the evolving roles of customer success and account management, emphasizing revenue accountability and data management challenges. The conversation also touches on the impact of AI on content authenticity, particularly on social media platforms. Lastly, they stress the necessity for a solid strategy in customer success to cope with shifting expectations and leadership dynamics.
46:59
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Quick takeaways
- The evolving role of customer success professionals now increasingly demands revenue generation skills, leading to shifts towards account management positions.
- To effectively leverage AI in customer success, organizations must prioritize accurate data management, ensuring a strong foundation for reliable insights and strategies.
Deep dives
Frequent Changes Disrupt Customer Success
Constant changes in targets and expectations create chaos for customer success professionals. They often initiate programs that take a long time to implement, only to be told to start over due to new directives from leadership. This ongoing uncertainty leads to frustration among teams as they struggle to deliver results while not fully completing prior initiatives. Ultimately, this lack of strategic consistency hinders customer retention and growth, leaving professionals to question their roles and responsibilities.
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