Should Customer Success Managers own Renewals is the Wrong Question
chadhorenfeldt.substack.com
If you were to ask me if customer success should own renewals I would respond “yes” every time. A core component of the customer success function is to renew clients so it only makes sense that CS owns the renewal process. In addition, customer success’ main role is to focus on the customer’s outcomes so they should have a more trusted relationship and be in a better position to own renewals.
Should Customer Success Managers own Renewals is the Wrong Question
Should Customer Success Managers own Renewals…
Should Customer Success Managers own Renewals is the Wrong Question
If you were to ask me if customer success should own renewals I would respond “yes” every time. A core component of the customer success function is to renew clients so it only makes sense that CS owns the renewal process. In addition, customer success’ main role is to focus on the customer’s outcomes so they should have a more trusted relationship and be in a better position to own renewals.