“Is a customer success team a cost or profit center?”
We can argue the finer points of whether or not CSMs should own commercial transactions.
Renewals, upsells, cross sells, etc...
But it’s beside the point.
Because in any case, customer success teams should be enhancing your company’s ability to RETAIN and GROW revenue.
Period.
If you can't draw a straight line between their existence and revenue, then you have a glorified support team. And it's probably causing more problems than it's solving.
#saas CEOs, CROs, COOs, CCOs and heads of Customer Success: it’s time to stop thinking of CS as a cost center, and start thinking about how to leverage it as a pillar of your go to market.
How are you using customer success to drive growth and profitability? 👇
