20VC: The Metrics That Matter in SaaS Today; Why CaC Payback is Flawed & CAC Ratio is Better, Why You Need to Hire Three Sales Reps at a Time, How to Forecast in 2024 & Biggest Mistakes Made Forecasting & How to Make Customer Success Sell More with Dave K
The Twenty Minute VC (20VC): Venture Capital | Startup Funding | The Pitch
Defining Customer Success Management
Customer success teams that effectively manage turbulent times focus on maintaining their core job function of driving customer renewal and account growth, rather than deviating into roles such as purely providing emotional support or advanced technical support. They define their role as account managers whose primary responsibility is to secure renewals and grow accounts by proactively engaging with customers and periodically conducting health checks. This clear definition of their role helps in providing value to the customers and steering the customer success teams in the right direction amidst challenging times.
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